Operations Console User's Guide for Cisco Unified Customer Voice Portal Release 9.0(1)
Cisco Unified Customer Voice Portal
Downloads: This chapterpdf (PDF - 1.99MB) The complete bookPDF (PDF - 4.62MB) | Feedback

Cisco Unified Customer Voice Portal

Contents

Cisco Unified Customer Voice Portal

Unified CVP

Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Express (UCCX) products. Unified ICME provides the services necessary to determine where calls should be routed, whether to ACDs, specific agents, or to VRUs, but the routing services themselves must be provided by an external routing client.

Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN) network switches, or customer-provided ACDs. Unified CVP makes it possible for Unified ICME to use VoIP gateways as routing clients as well. This functionality carries a number of advantages, not the least of which is that call traffic can be handled over the IP network rather than by the PSTN carrier, which reduces costs and provides greater network bandwidth.

Unified CVP supports all the features of existing PSTNs and adds additional features. For example, Unified CVP provides a Voice Response Unit (VRU) platform, which includes the ability to prompt for and collect basic data from the caller before delivering the call. Unified CVP enhances this traditional PSTN feature with the use of its own VXML Interactive Voice Response (IVR) application platform. Also, Unified CVP can "park" calls by providing voice prompts or hold music to callers who are waiting in queue for an agent in Unified ICME.

A typical deployment of the Unified CVP solution requires operating, administering, managing, and provisioning multiple servers and IOS components. The Operations Console is a web-based console that enables users to centrally operate, administer, maintain, and provision the Unified CVP solution.

See also:

Key Features and Benefits

Unified CVP is a web-based platform that provides carrier-class Interactive Voice Response (IVR) and Internet Protocol (IP) switching services over Voice Over IP (VoIP) networks.

Unified CVP includes these features:

  • IP-based services:

    • Switching - Unified CVP can transfer calls over an IP network.

    • Takeback - Unified CVP can take back a transferred call for further IVR treatment or transfer.

    • IVR Services - The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service," for example.

    • Queuing - Calls can be "parked" on Unified CVP for prompting or music on hold, while waiting for a call center agent to be available.

    • Voice Enabled IVR Services - Unified CVP provides for sophisticated self-service applications, such as banking, brokerage, or airline reservations.

  • Compatibility with Other Cisco Call Routing and VoIP Products - Specifically, Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) or Unified ICME, Cisco Gateways, and Cisco IP Contact Center (IPCC).

  • Compatibility with Cisco Unified Communications Manager (Unified CM) - Unified CM manages and switches VoIP calls among IP phones. When combined with Unified ICME, Unified CM becomes the IPCC product.

  • Compatibility with the PSTN - Calls can be moved onto an IP-based network for Unified CVP treatment and then moved back out to a PSTN for further call routing to a call center.

  • Carrier-Class Platform - Unified CVP is a reliable, redundant, and scalable platform, which allows it to work with service provider and large enterprise networks.

  • Reporting - Unified CVP stores detailed call records in a reporting database using a well-documented schema. You can design and run custom reports using the ODBC-compliant reporting tool of your choice.

  • Operations Console - A web-based console from which you can centrally operate, administer, maintain, and provision the Unified CVP solution.

  • Call Routing Support - Unified CVP provides call routing services for SIP (RFC 3261).

  • VXML Services - Unified CVP provides a platform for developing powerful, speech-driven interactive applications accessible from any phone.

    The VXML platform includes:

    • The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server that dynamically drives the caller experience.

    • The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the rapid creation of advanced voice applications.

Operations Console

The Operations Console is a web-based interface from which you can configure the Unified CVP components in the Unified CVP solution. You can monitor and manage the following Unified CVP components directly from the Operations Console:

  • Unified CVP Call Server

  • CVP Reporting Server

  • Unified CVP VXML Server

  • Unified CVP VXML Server (standalone)

The Operations Console manages component configurations. It also provides the ability to distribute Call Studio applications to Unified CVP VXML Servers, perform Reporting DB administration, and deploy licenses to all of the CVP devices listed above. Finally, the Operations Console provides basic visual indications as to which managed components are functioning properly and which are having problems.

Use the buttons and menus in the Operations Console to navigate through the web pages. (The browser buttons are not supported.)

The Operations Console provides access to the following operations:

  • Health Monitoring - You can use any SNMP-standard monitoring tool to get a detailed visual and tabular representation of the health of the solution network. All Unified CVP product components and most Unified CVP solution components also issue SNMP traps and statistics which can be delivered to any standard SNMP management station or monitoring tool.

  • Direct administration of individual IOS-based components - Administrators can select an individual gateway for direct administration using secure shell (ssh). Configurations which are modified in this way, or which are modified by directly accessing those components without using the Operations Server, can be uploaded to the Operations Server backup for later use.

You can perform the following tasks to get started with the Operations Console:

Sign In to Operations Console

To log in to the Operations Console, perform the following procedure.

Before You Begin

If this is the first time you are logging in to the Operations Console after installing the Unified CVP software, you will need the password for the default Administrator account that was created during installation.

The inactivity session timeout for the Operations Console (when no activity is performed in the browser) is set to 60 minutes. If the browser is inactive for more than 60 minutes, you are required to login again.

Procedure

To log in to the Operations Console:

Procedure
    Step 1   From the web browser, enter https://ServerIP:9443/oamp, where ServerIP is the IP address or hostname of the machine on which the Operations Console is installed.

    The main Unified CVP window opens.

    Step 2   Enter your user ID in the Username field.

    The first time you log in after installing the Unified CVP software, enter Administrator, the default user account.

    Step 3   In the Password field, enter your password.

    If you are logging in to the default Administrator account, enter the password that was set for this account during installation.

    If the user ID or password is invalid, the Operations server displays the message, "Invalid Username or password." Enter your user ID and password again and click OK.

    The main Cisco Unified Customer Voice Portal window opens.

    Step 4   Default security settings can prevent users from using the Operations Console. Check your security policy and, if needed, change the settings to a less restrictive level.

    My Account Screen

    The My Account screen displays the settings for the account of the user who is currently logged in.

    From this screen you can perform the following tasks:

    You can view the device pools and user groups to which you are assigned.

    For more information on changing these assignments, see the following topics:

    Cisco Unified Customer Voice Portal Page

    The main Cisco Unified Customer Voice Portal page is displayed when you log in to the Operations Console. Navigation to the entire website is provided with the menu bar at the top of the screen.

    Window Header

    The window header, which displays at the top of each Operations Console window, contains the following fields:

    Window header fields:

    • Logged in as - User account for the user who is currently logged in.

    • My Account- User who is currently logged in. See My Account Screen.

    • Logout- Logs you out from the console. See Sign Out of Operations Console.

    • About - Displays the Welcome window.

    • Documentation Search - Searches the Ops Console documentation for a keyword.

    Operations Console Menu Options

    Use the Operations Console menu options to configure Unified CVP components and users.


    Note


    Selecting an item from the menu bar launches the respective page.

    Menu

    Options

    Use To

    System

    Control Center

    View the status of theCisco Unified Customer Voice Portal environment in a network control center. View the status and statistics by Device Type or Device Pools, logical groups of devices in theCisco Unified Customer Voice Portal solution. Initiate Start, Shutdown, or Graceful Shutdown actions on devices in the control center.

    Device Pool

    Create, modify, and delete device pool names and descriptions for logical groups of devices (for example, all devices located in a geographical region).

    Import System Configuration

    Import a previously-saved Operations Console Server configuration file and apply it to the current system.

    Export System Configuration

    Save and export all configuration information for the Operations Console Server to a single file on your local computer.

    You can later use this file to restore an Operations Console Server during disaster recovery.

    Location

    Add, edit, synchronize, and delete Unified CM location information.

    SIP Server Groups

    Configure server groups for SIP and view Call Server deployment status.

    Web Services

    Configure Diagnostic Portal servlet credentials.

    Dialed Number Pattern

    Configure the Dialed Number Patterns for a destination. You can define the dialed numbers for the Error Tone, Ring Tone, and other destinations.

    IOS Configuration

    IOS Template Management - Add, Delete, Edit, Copy, and View an IOS template configuration pushed to an IOS gateway. The template contains the IOS commands required for use in a Unified CVP deployment.

    IOS Template Deployment - Deploy a gateway configuration template to an IOS gateway. The template provisions the gateway and substitutes any variables in the template with the source devices that are chosen when it is deployed.

    Device Management

    Unified CVP Call Server

    Configure Call Server general and infrastructure settings; specify call services settings for each deployment model; associate Call Servers with device pools and the SIP Proxy Server; and apply licenses to a Call Server.

    Unified CVP Reporting Server

    Configure Reporting Server general and infrastructure settings, associate Reporting Servers with Call Servers, specify reporting properties, and associate Reporting Servers with device pools.

    Perform Reporting database administration: schedule database backups and purges; manage database and reporting user names and passwords; apply licenses to a Reporting Server.

    Unified CVP VXML Server

    Configure VXML Server general and infrastructure settings; specify primary and backup Call Servers; enable VXML Server reporting and specify VoiceXML data filters; associate VXML Servers with device pools; and apply licenses and transfer scripts to a VXML Server.

    Unified CVP VXML Server (standalone)

    Configure VXML Server (standalone) general settings; associate VXML Server (standalone) with device pools; and apply licenses and transfer scripts to a VXML Server (standalone).

    Note    A VXML Server (standalone) handles calls that arrive through a VoiceXML gateway. (No statistics are provided when the VXML Server is configured this way.) Also, you cannot configure a database to and capture data from VXML Server (standalone) applications.

    Gateway

    Configure Gateway general settings; associate Gateways with device pools; execute a subset of IOS commands; view gateway statistics; and transfer files.

    Device Past Configurations

    Review and Restore past device configurations.

    Speech Server

    Configure Speech Server general settings; associate a Speech Server with device pools; and transfer licenses.

    Note    A Speech Server provides speech recognition and synthesis services.

    Media Server

    Configure Media Server general settings and associate a Media Server with device pools.

    Note    A Media Server administers the media files that contain messages and prompts callers hear.

    Unified CM

    ConfigureUnified CM general settings; specify the URL to theUnified CM Device Administration page; and associate theUnified CM with device pools.

    Unified ICM

    Configure ICM Server general settings and associate the ICM Server with device pools.

    SIP Proxy Server

    Configure SIP Proxy Server general settings; specify the URL to the SIP Proxy Server Device Administration page; and associate the SIP Proxy Server with device pools.

    Unified IC

    Configure CUIS Server general settings and associate the CUIS Server with device pools.

    Recording Server

    Configure Recording Server general settings and associate the Recording Server with device pools.

    Device Past Configurations

    Review and Restore past device configurations.

    Device Versions

    View version information for the Call Server, Reporting Server, VXML Server, and VXML Server (standalone).

    User Management

    User Roles

    Create, modify, and delete user roles. Assign SuperUser, Administrator, or Read Only access privileges to roles.

    User Groups

    Create, modify, and delete user groups. Assign roles to user groups.

    Users

    Manage Unified CVP users, and assign them to groups and roles.

    Bulk Administration

    File Transfer

    Transfer license files and script files to multiple devices at a time.

    SNMP

    V1/V2c

    Configure the SNMP agent that runs on the Unified CVP device to use the V1/V2 SNMP protocol to communicate with an SNMP management station; add and delete SNMP V1/V2c community strings; configure a destination to receive SNMP notifications from an SNMP management station; and associate community strings with the device.

    V3

    Configure the SNMP agent that runs on the Unified CVP device to use the V3 SNMP protocol to communicate with an SNMP management station; add and delete SNMP users and set their access privileges; configure a destination to receive SNMP notifications from an SNMP management station; and associate SNMP users with devices.

    System Group

    Configure the MIB2 System Group system contact and location settings, and associate the MIB2 System Group with devices.

    Tools

    SNMP Monitor

    Launch the SNMP Monitor application in a new browser window.

    Configure

    Specify the URLs that launch the SNMP Monitor.

    Help

    Contents

    Display the table of contents for the help system.

    This Page

    Display help on the current screen.

    About

    Display the version of the help system.

    More Information About Unified CVP

    The Operations Console Online Help describes how to use the Operations Console to configure and perform basic monitoring of the components that make up the Unified CVP solution. For design considerations and guidelines for deploying enterprise network solutions that incorporate Cisco Unified Customer Voice Portal software, see the Cisco Unified Customer Voice Portal Design Guide at http:/​/​www.cisco.com/​en/​us/​products/​sw/​custcosw/​ps1006/​products_​implementation_​design_​guides_​list.html.

    The following table lists the documents available in the Unified CVP documentation set.

    For More Information on...

    Refer to...

    The versions of software and hardware that are required and compatible with the Unified CVP solution

    Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software at Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software

    System requirements, features of the release, packaging information, limitations and restrictions, and a list of known defects

    Release Notes for Cisco Unified Customer Voice Portal at Release Notes for Cisco Unified Customer Voice Portal

    Installing Unified CVP software, performing an initial configuration, and upgrading from earlier versions of Unified CVP software

    Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at Installation and Upgrade Guide for Cisco Unified Customer Voice Portal

    Setting up, running, and administering the Unified CVP product, including associated configuration

    Configuration Guide for Cisco Customer Voice Portal at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1006/​products_​installation_​and_​configuration_​guides_​list.html

    Configuring the Reporting Server and Reporting Database and using report templates to generate reports

    Reporting Guide for Cisco Unified Customer Voice Portal at Reporting Guide for Cisco Unified Customer Voice Portal

    Isolating and solving problems in the Unified CVP solution

    Troubleshooting Guide for Cisco Unified Customer Voice Portal at Troubleshooting Guide for Cisco Unified Customer Voice Portal

    Using the Call Studio environment and deploying applications to the Cisco Unified CVP VXML Server

    User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio at User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio

    Configuration options for all Say It Smart plugins

    Say It Smart Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio at Say It Smart Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio

    Building components that run on the Cisco Unified CVP VXML Server

    Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio at Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio

    The ports used by Unified CVP software components.

    Port Utilization Guide for Cisco Unified Customer Voice Portal Software at Port Utilization Guide for Cisco Unified Customer Voice Portal Software

    You can also find additional background information on these related products and technologies:

    Sign Out of Operations Console

    To log out from the Operations Console, perform the following procedure.

    Procedure

    To log out from the Operations Console:

    Procedure
    Click Logout in the screen header at the top of the screen.

    You are logged out and the main Cisco Customer Voice Portal window opens.


    View System-Level Operation States

    The Operations Console provides status information for each device. Each device can be in one of the states listed in the following table.

    Table 1 Description of States Displayed in the Status Window

    State

    Reasons

    Success

    Indicates that the operation was successful.

    Pending

    Indicates that the operation has not yet been executed.

    In Progress

    Indicates that the operation is in progress.

    Failed

    The reasons for a failed deployment state are listed below:

    • Unable to locate IP address in the database

    • General database failure

    • The call server was not deployed

    • Unknown error

    • Notification error: Contact administrator

    • Could not write to properties file

    • The Call Server device is using an unknown version of the Unified CVP software

    • The Call Server device is using an older version of the Unified CVP software

    • Configuration not removed from the database

      This failure has multiple reasons:

      • Could not write to properties file

      • Device has not been deployed

      • General failure

      • Unable to access the Database

    The reasons for a failed synchronization state are listed below:

    • Device not accessible

    • Authentication failure

    • Web service is not available on the device

    • General database error

    • General error

    • Unknown host address

    • SOAP service error


    Note


    If you make any configuration changes after your initial deployment of any System-level configuration tasks, you must deploy the changed configuration again.

    Transfer Script and Media Files

    You can transfer a single script or media file at a time from the Operations Console.

    Procedure

    To transfer a script or media file:

    Procedure
      Step 1   From the Device Management menu, select the type of server to which to transfer the script file. For example, to transfer a script or media file to a Gateway, select Device Management > Gateway.

      The Find, Add, Delete, Edit window lists any servers that have been added to the Operations Console.

      Step 2   Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit.
      Step 3   Select File Transfer in the toolbar and then click Scripts and Media.

      The Scripts and Media File Transfer page opens, listing the host name and IP address for the selected device. Script and Media files currently stored in the Operations Server database are listed in the Select From available Script Files box.

      Step 4   If the script or media file is not listed in the Select From Available Script Files box:
      1. Click Select a Script or Media File from Your Local PC.
      2. Enter the file name in the text box or click Browse to search for the script or media file on the local file system.
      Step 5   If the script or media file is listed in the Select From Available Script and media Files box, select the script or media file.
      Step 6   Click Transfer to send the file to the device.

      The script or media file is transferred to the selected server.


      Error Handling

      The Operations Console performs two types of validations:

      • Client Side - Validations using Javascript, which runs within the web browser. You must enable Javascript in the browser.

      • Server Side - Validations that are run on the server side. These are extensive validations that include the client side validations and any business validations.

      Client side validation errors display at the top of the page just below the Menu bar.

      Control Center Operation

      Use the control center to view and manage the devices in the Unified CVP solution from a central place. You can view the status of an individual device or all the devices that belong to a group of devices. You can also shut down and start VXML, Reporting, and Call Servers; and view detailed statistics for each of these devices.

      You can perform the following tasks from the Control Center:

      View Devices by Type

      You can view groups of devices by type (for example, Call Server, or Reporting Server). Devices of the selected device type are listed in the right pane of the Control Center.
      Related References

      Procedure

      To view devices by type:

      Procedure
        Step 1   Select System > Control Center.

        The Control Center window opens.

        Step 2   Select the Device Type tab.

        Devices types are listed in the Device Type tab.

        Step 3   Select the type of device to display.

        Only devices of the selected type are listed in the Devices tab in the right pane.


        View Devices by Device Pool

        You can view groups of devices by device pool (for example, the devices in the San Jose pool). If a device belongs to more than one device pool, that device is listed in each device pool.
        Related References

        Procedure

        To view devices by device pool:

        Procedure
          Step 1   Selec System > Control Center.
          Step 2   Select the Device Pool tab and then select a device pool from the list.

          Devices that belong to the selected device pool display on the General tab.

          Step 3   Sort the devices by Hostname, IP Address, Device Type, Status, or Active Calls by clicking the desired column header.

          Only the devices listed on the current page are sorted. For example, if you select a Call Server device pool and then click the IP Address column header, the Call Servers displayed on the current screen are sorted by IP address.

          Step 4   Select the desired refresh interval from the Refresh drop-down menu.

          By default, pool statistics are not refreshed.

          Step 5   Click on an individual device in a device pool to display or edit the device configuration.

          View Device Status

          You can view the devices in a particular device pool by selecting Control Center from the System menu and then selecting the Device Pool tab and selecting a device pool. You can also view a particular type of device by selecting the Device Type tab and selecting a device type.

          All CVP devices, Call Servers, Reporting Servers, and VXML Servers, report current operating status. The status of some devices, such as IOS devices, Unified CM, ICM servers, SIP proxy servers, Unified IC servers, and Recording servers display as N/A (Not Applicable) because the Operations Console does not monitor these device types.

          The following tables describes the fields in the Control Center.

          Table 2 Device Status Fields in the Control Center

          Field

          Description

          Hostname

          The hostname assigned to the device.

          IP Address

          IP address for the server.

          Device Type

          The category of the device, for example: Call Servers, Reporting Servers, or VXML Servers.

          Actions

          Icons that indicate operations that you can perform on a selected device. Not all actions are available for all devices.

          Available actions include:

          • Statistics - Data on current activities and activities that occur during an interval.

          • Unapplied Changes - Indicates that configuration changes that have been saved to the Operations Console database have not yet been applied to the device.

          • Link to an External Administration Page - Displays a web-based administration page from which you can administer a server. Available for Unified CM, SIP proxy servers, and ICM Servers.

          Status

          The current operating status for a selected device.

          • The Device is up and running.

            CVP Service Internal States:

            • In Service - The service is running.

            • In Service (Warning Threshold Reached) - The service is running and the warning threshold has been reached.

            • In Service (Critical Threshold Reached) - The service is running and the critical threshold has been reached.

          • Device is not running or has no communication with local Resource Manager service.

            CVP Service Internal States:

            • Disabled - The service has not been configured.

            • Stopped - The service is not running. Error Scenario (not an internal state), where local Resource Manager service has no message bus communication with device.

            • Error Scenario (not an internal state) - Where local Resource Manager service has no message bus communication with device.

          • One or more of the device services are functioning partially.

            CVP Service Internal States:

            • Starting - The service is starting.

            • Partial Service - The service has been configured and started, but is not running at full service.

              Partial service may be attributed to waiting on a dependency (such as the IVR and SIP service waiting for ICM to connect to the VRU PIM), not licensed, or license usage critical.

            • Stopping - The service is stopping.

            • Not Reachable

          • The device could not be reached from Operations Console.

            Common reasons for not reachable status are:

            • Machine shutdown.

            • Resource Manager service on the device is down.

            • Security is enabled for device but invalid certificate configuration, et cetera.

          Sometimes, the actual device status can be resultant of more than one CVP service state for the corresponding device. For example, the CVP Call Service device status in Control Center is actually an aggregation of SIP, ICM, and IVR service states.

          The following table describes device status that is specific to each CVP device type.

          Table 3 CVP Device Status

          CVP Device

          Description

          Call Server

          • Up

            All configured services (ICM/IVR/SIP) are in the In Service state and report the same to the Operations Console.

          • Down

            At least one of the configured services (ICM/IVR/SIP) is deemed stopped (or disabled), and none of these services are in the Not Reachable state.

          • Partial

            At least one of the configured services (ICM/IVR/SIP) is running at Partial Service, and neither of these services are in the Down or Not Reachable state.

            Note    If the device status is Partial, the status of the individual services are shown in the Partial state Details. Click the Partial status in Control Center to view the tool tip; it describes each service state.
          • Not Reachable

            At least one of the configured services (ICM/IVR/SIP) is deemed Not Reachable.

            If the Call Server is configured with no services (SIP/IVR/ICM) active, its status in Control Center will always be Not Reachable.

          Reporting Server

          • Up

            The reporting service is running as reported by Central Controller on the Call Server machine.

          • Down

            If the reporting service is deemed Stopped (or disabled) as reported by Central Controller on the Call Server machine or the Resource Manager, an associated Call Server machine has no communication with Central Controller.

            • The Resource Manager on the Call Server has not received state events from the Controller for the reporting subsystem.

            • The Reporting Server is unable to communicate with Central Controller on the Call Server machine; Central Controller has no knowledge of state events and, therefore, cannot communicate state events to Operations Console.

            In either scenario, even if the Reporting Server is up and running and the Resource Manager on the Reporting server is up and running, the Operations Console still shows the status of the Reporting Server as Down when there is no communication with Centrol Controller.

          • Partial

            The reporting service is not in the Up, Down, or Not Reachable state. Reporting Server indicates a partial status when, for example, the reporting data buffer file is full and all new messages are written in memory in a buffer queue.

          • Not Reachable

            The Operations Console is unable to communicate to the Resource Manager co-located with the associated Call Server (for example, the Resource Manager service on the device is down).

          VXML Server and VXML Server (standalone)

          In both cases, the Operations Console communicates with the Resource Manager co-located on the VXML Server (or standalone) server machine. The Resource Manager on the device runs the VXML Server status script to retrieve device status and the number of active calls.

          • Up

            If the Resource Manager gets a valid number for the number of active calls after running the status script. Zero (0) is a valid number.

          • Not Reachable

            In addition to other reasons for the Not Reachable state, the VXML Server (or standalone) goes into this state if Resource Manager does not get a valid number for active calls after running the status.

          There is no Partial or Down status for VXML Servers and VXML Server (standalone).

          View Device Statistics

          You can view realtime, interval, and aggregate data for Unified CVP devices.

          Procedure

          To view device statistics:

          Procedure
            Step 1   Select System > Control Center.
            Step 2   From the Device Type tab in the left pane, select the type of device for which you want to view statistics.
            Step 3   From the Devices tab, select a device by checking the radio button preceding it.
            Step 4   Select Statistics either in the Actions column or in the toolbar.

            Statistics for the selected device are reported in a new statistics result window. All event statistics are sent to an SNMP manager, if one is configured. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server), and possible resolution for Unified CVP log messages.


            View Device Associations

            The Operations Console supports the association of CVP Call Servers with Unified CVP VXML Servers and/or CVP Reporting Servers.

            Procedure

            To view devices associated with a Call Server:

            Procedure
              Step 1   Select System > Control Center.

              The Control Center window opens.

              Step 2   Click on the hostname of a Call Server.

              The Edit CVP Call Server Configuration window opens.

              Step 3   From the toolbar, click Device Associations.

              The Device Association page appears and lists the VXML and/or Reporting server associated with this call server.


              View Infrastructure Statistics

              You can view realtime, interval, and aggregate data for Unified CVP devices.

              Procedure

              To view infrastructure statistics:

              Procedure
                Step 1   Select System > Control Center.
                Step 2   Select the Device Type tab.
                Step 3   Select the type of device for which you want infrastructure statistics.

                Devices of the selected type display in the Devices tab.

                Step 4   Select the device by checking the radio button preceding it.
                Step 5   Select Statistics in the toolbar.
                Step 6   Select the Infrastructure tab.

                Statistics for the selected device are reported in a new window. All event statistics are sent to an SNMP manager, if one is configured. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server), and possible resolution for Unified CVP log messages.


                Infrastructure Statistics

                Unified CVP infrastructure statistics include realtime and interval data on the Java Virtual Machine (JVM), threading, and licensing.

                You can access these statistics by selecting Control Center from the System menu and then selecting a device.

                See Viewing Infrastructure Statistics for more information.

                Access infrastructure statistics either by:

                • Selecting System > Control Center, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab.

                • Selecting a device type from the Device Management menu, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab.

                The following table describes licensing statistics.

                Table 4 Licensing Statistics

                Statistic

                Description

                Realtime Statistics

                Port Available

                The number of ports available for the processing of new calls. Exactly one port license is used per call, independent of the call's traversal through the individual call server services.

                Current Port Usage

                The number of port usage currently in use on the call server. Exactly one port usage is used per call, independent of the call's traversal of the individual call server services.

                Current Port Usage State

                The threshold level of port usage. There are four levels: safe, warning, critical, and failure. An administrator may set the required percentage of port licenses in use needed to reach a given threshold level, with the exception of the failure level which is reached when the number of ports checked out is equal to the total number of ports.

                Interval Statistics

                Start Time

                The time the system started collecting statistics for the current interval.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Interval Duration

                The interval at which statistics are collected. The default value is 30 minutes.

                Total New Port Usage Requests

                The number of port usage checkout requests made in the current interval. For each port license checkout request, whether it checks out a new port license or not, this metric is increased by one.

                Average Port Usage Requests/Minute

                The average number of port usage checkout requests made per minute in the current interval. This metric is calculated by dividing the port license requests metric by the number of minutes elapsed in the current interval.

                Maximum Port Usage

                The maximum number of ports used during this time interval.

                Aggregate Statistics

                Start Time

                The time the service started collecting statistics.

                Duration Elapsed

                The amount of time that has elapsed since the service start time.

                Total New Port Usage Requests

                The number of port checkout requests made since the system was started. For each port checkout request, whether it checks out a new port or not, this metric is increased by one.

                Average Port Usage Requests/Minute

                The average number of port checkout requests made per minute since the system was started. This metric is calculated by dividing the aggregate port license requests metric by the number of minutes elapsed since the system was started.

                Peak Port Usage

                The peak number of simultaneous ports used since the start of the system. When a port checkout occurs, this metric is set to the current ports in use metric if that value is greater than this metric's current peak value.

                Total Denied Port Usage Requests

                The number of port checkout requests that were denied since the start of the system. The only reason a port checkout request would be denied is if the number of port licenses checked out at the time of the request is equal to the total number of ports available. When a port checkout is denied, the call does not receive regular treatment (the caller may hear a busy tone or an error message).

                The following table describes thread pool system statistics. The thread pool is a cache of threads, used by Unified CVP components only, for processing of relatively short tasks. Using a thread pool eliminates the waste of resources encountered when rapidly creating and destroying threads for these types of tasks.

                Table 5 Thread Pool Realtime Statistics

                Statistic

                Description

                Realtime Statistics

                Idle Threads

                The number of idle threads waiting for some work.

                Running Threads

                The number of running thread pool threads currently processing some work.

                Core Threads

                The number of thread pool threads that will never be destroyed, regardless of how long they remain idle.

                Maximum Threads

                The maximum number of thread pool threads that can exist simultaneously.

                Peak Threads Used

                The peak number of thread pool threads ever simultaneously tasked with some work to process.

                The following table describes Java Virtual Machine statistics.

                Table 6 Java Virtual Machine (JVM) Realtime Statistics

                Statistic

                Description

                Realtime Statistics

                Peak Memory Usage

                The greatest amount of memory used by the Java Virtual machine since startup. The number reported is in megabytes and indicates the peak amount of memory ever used simultaneously by this Java Virtual Machine.

                Current Memory Usage

                The current number of megabytes of memory used by the Java Virtual Machine.

                Total Memory

                The total amount of memory in megabytes available to the Java Virtual Machine. The number reported is in megabytes and indicates the how much of the system memory is available for use by the Java Virtual Machine.

                Available Memory

                The amount of available memory in the Java Virtual Machine. The number reported is in megabytes and indicates how much of the current system memory claimed by the Java Virtual Machine is not currently being used.

                Threads in Use

                The number of threads currently in use in the Java Virtual Machine. This number includes all of the Unified CVP standalone and thread pool threads, as well as those threads created by the Web Application Server running within the same JVM.

                Peak Threads in Use

                The greatest amount of threads ever used simultaneously in the Java Virtual Machine since startup. The peak number of threads ever used by the Java Virtual Machine includes all Unified CVP standalone and thread pool threads, as well as threads created by the Web Application Server running within the same JVM.

                Uptime

                The length of time that the Java Virtual Machine has been running. This time is measured in hh:mm:ss and shows the amount of elapsed time since the Java Virtual Machine process began executing.

                ICM Service Call Statistics

                The ICM Service call statistics include data on calls currently being processed by the ICM service, new calls received during a specified interval, and total calls processed since start time.

                Access ICM Service statistics either by:

                • Selecting System > Control Center, selecting a CVP Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab.

                • Selecting Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab.

                The following table describes ICM Service call statistics.

                Table 7 ICM Service Call Statistics

                Statistic

                Description

                Realtime Statistics

                Active Calls

                The current number of calls being serviced by the ICM Server for a Unified CVP Call Server. This value represents a count of calls currently being serviced by the ICM for the Unified CVP Call Server for follow-on routing to a Contact Center agent.

                Active SIP Call Legs

                The ICM Server can accept Voice over IP (VoIP) calls that originate using the Session Initiation Protocol (SIP). Active SIP Call Legs indicates the current number of calls received by the ICM Server from the Unified CVP Call Server using the SIP protocol.

                Active VRU Call Legs

                The current number of calls receiving Voice Response Unit (VRU) treatment from the ICM Server. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED), or Speech Recognition Techniques to understand the customer request.

                Active ICM Lookup Requests

                Calls originating from an external Unified CVP VXML Server need call routing instructions from the ICM Server. Active Lookup Requests indicates the current number of external VXML Server call routing requests sent to the ICM Server.

                Active Basic Service Video Calls Offered

                The current number of simultaneous basic service video calls being processed by the ICM service where video capability was offered.

                Active Basic Service Video Calls Accepted

                The current number of simultaneous calls that were accepted as basic service video calls and are being processed by the ICM service.

                Interval Statistics

                Start Time

                The time at which the current interval has begun.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Interval Duration

                The interval at which statistics are collected. The default value is 30 minutes.

                New Calls

                The number of new calls received by the Intelligent Contact Management (ICM) application for follow-on Voice Response Unit (VRU) treatment and routing to a Contact Center agent during the current interval.

                SIP Call Legs

                The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP). Interval SIP Call Legs is an interval specific snapshot metric indicating the number of calls received by the ICM application via SIP during the current interval.

                VRU Call Legs

                The number of calls receiving Voice Response Unit (VRU) treatment from the Intelligent Contact Management (ICM) application. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED), or speech recognition techniques to understand the customer request during the current interval.

                ICM Lookup Requests

                Calls originating in an external Unified CVP VXML Server need call routing instructions from the Intelligent Contact Management (ICM) application. Interval Lookup Requests is an interval specific metric indicating the number of external Unified CVP VXML Server call routing requests sent to the ICM application during the current interval.

                Basic Service Video Calls Offered

                The number of offered basic service video calls processed by the ICM service during the current interval.

                Basic Service Video Calls Accepted

                The number of basic service video calls accepted and processed by the ICM service during the current interval.

                Aggregate Statistics

                Start Time

                The time the service started collecting statistics.

                Duration Elapsed

                The amount of time that has elapsed since the service start time.

                Total Calls

                The total number of new calls received by the ICM application for follow-on VRU treatment and routing to a Contact Center agent since system start time.

                Total SIP Call Legs

                The ICM application has the ability to accept VoIP calls that originate via the SIP. Total SIP Switch Legs is a metric indicating the total number of calls received by the ICM application via SIP since system start time.

                Total VRU Call Legs

                The total number of calls that have received VRU treatment from the ICM application since system start time. The VRU treatment includes playing pre-recorded messages, asking for CED or Speech Recognition Techniques to understand the customer request.

                Total ICM Lookup Requests

                Calls originating in an external Unified CVP VXML Server need call routing instructions from the ICM application. Total Lookup Requests is a metric indicating the total number of external Unified CVP VXML Server call routing requests sent to the ICM application since system start time.

                Total Basic Service Video Calls Offered

                The total number of newly offered basic service video calls processed by the ICM service since system start time.

                Total Basic Service Video Calls Accepted

                The total number of new basic service video calls accepted and processed by the ICM service since system start time.

                IVR Service Call Statistics

                The IVR service call statistics include data on calls currently being processed by the IVR service, new calls received during a specified interval, and total calls processed since the IVR service started.

                Access IVR Service statistics either by:

                • Selecting System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the IVR tab.

                • Selecting Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the IVR tab.

                The following table describes the IVR Service call statistics.

                Table 8 IVR Service Call Statistics

                Statistic

                Description

                Realtime Call Statistics

                Active Calls

                The number of active calls being serviced by the IVR service.

                Active HTTP Requests

                The number of active HTTP requests being serviced by the IVR service.

                Interval Statistics

                Start Time

                The time the system started collecting statistics for the current interval.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Interval Duration

                The interval at which statistics are collected. The default value is 30 minutes.

                Peak Active Calls

                Maximum number of active calls handled by the IVR service at the same time during this interval.

                New Calls

                New Calls is a metric that counts the number of New Call requests received from the IOS Gateway Service. A New Call includes the Switch leg of the call and the IVR leg of the call. This metric counts the total number of New Call Requests received by the IVR Service during this interval.

                Calls Finished

                A Call is a metric that represents the Switch leg of the CVP call and the IVR leg of the CVP call. When both legs of the call are finished, this metric increases. Calls Finished is a metric that counts the number of CVP Calls that have finished during this interval.

                Average Call Latency

                The average amount of time in milliseconds it took the IVR Service to process a New Call or Call Result Request during this interval.

                Maximum Call Latency

                The maximum amount of time in milliseconds it has taken for the IVR Service to complete the processing of a New Call Request or a Request Instruction Request during this time interval.

                Minimum Call Latency

                The minimum amount of time in milliseconds it took for the IVR Service to complete the processing of a New Call Request or a Request Instruction Request during this time interval.

                Peak Active HTTP Requests

                Active HTTP Requests is a metric that indicates the current number of simultaneous HTTP requests being processed by the IVR Service. Peak Active Requests is a metric that represents the maximum simultaneous HTTP requests being processed by the IVR Service during this time interval.

                Total HTTP Requests

                The total number of HTTP Requests received from a client by the IVR Service during this time interval.

                Average HTTP Requests/second

                The average number of HTTP Requests the IVR Service receives per second during this time interval.

                Peak Active HTTP Requests/second

                HTTP Requests per Second is a metric that represents the number of HTTP Requests the IVR Service receives each second from all clients. Peak HTTP Requests per Second is the maximum number of HTTP Requests that were processed by the IVR Service in any given second. This is also known as high water marking.

                Aggregate Statistics

                Start Time

                The time the service started collecting statistics.

                Duration Elapsed

                The amount of time that has elapsed since the service start time.

                Total New Calls

                New Calls is a metric that counts the number of New Call requests received from the IOS Gateway Service. A New Call includes the Switch leg of the call and the IVR leg of the call. Total New Calls is a metric that represents the total number of new calls received by the IVR Service since system startup.

                Peak Active Calls

                The maximum number of simultaneous calls processed by the IVR Service since the service started.

                Total HTTP Requests

                Total HTTP Requests is a metric that represents the total number of HTTP Requests received from all clients. This metric is the total number of HTTP Requests received by the IVR Service since system startup.

                Peak Active HTTP Requests

                Active HTTP Requests is a metric that indicates the current number of simultaneous HTTP requests processed by the IVR Service. Maximum number of active HTTP requests processed at the same time since the IVR service started. This is also known as high water marking.

                SIP Service Call Statistics

                The SIP service call statistics include data on calls currently being processed by the SIP service, new calls received during a specified interval, and total calls processed since the SIP service started.

                Access SIP service statistics either by:

                • Selecting System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the SIP tab.

                • Selecting Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the SIP tab.

                The following table describes the SIP Service call statistics.

                Table 9 SIP Service Call Statistics

                Statistic

                Description

                Realtime Statistics

                Active Calls

                A real time snapshot metric indicating the count of the number of current calls being handled by the SIP service.

                Total Call Legs

                The total number of SIP call legs being handled by the SIP service. A call leg is also known as a SIP dialog. The metric includes incoming, outgoing, and ringtone type call legs. For each active call in the SIP service, there will be an incoming call leg, and an outgoing call leg to the destination of the transfer label.

                Active Basic Service Video Calls Offered

                The number of basic service video calls in progress where video capability was offered.

                Active Basic Service Video Calls Answered

                The number of basic service video calls in progress where video capability was answered.

                Interval Statistics

                Start Time

                The time the system started collecting statistics for the current interval.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Interval Duration

                The interval at which statistics are collected. The default value is 30 minutes.

                New Calls

                The number of SIP Invite messages received by Unified CVP in the current interval. It includes the failed calls as well as calls rejected due to the SIP service being out of service.

                Connects Received

                The number of CONNECT messages received by SIP service in order to perform a call Transfer, in the last statistics aggregation interval. Connects Received includes the regular Unified CVP transfers as well as Refer transfers. Any label coming from the ICM service is considered a CONNECT message, whether it is a label to send to the VRU or a label to transfer to an agent.

                Avg Latency Connect to Answer

                The period of time between the CONNECT from ICM and when the call is answered. The metric includes the average latency computation for all the calls that have been answered in the last statistics aggregation interval.

                Failed SIP Transfers (Pre-Dialog)

                The total number of failed SIP transfers since system start time. When Unified CVP attempts to make a transfer to the first destination of the call, it sends the initial INVITE request to set up the caller with the ICM routed destination label. The metric does not include rejections due to the SIP Service not running. The metric includes failed transfers that were made after a label was returned from the ICM Server in a CONNECT message.

                Failed SIP Transfers (Post-Dialog)

                The number of failed re-invite requests on either the inbound or outbound legs of the call during the interval. After a SIP dialog is established, re-INVITE messages are used to perform transfers. Re-invite requests can originate from the endpoints or else be initiated by a Unified CVP transfer from the Unified ICME script. This counter includes failures for both kinds of re-invite requests.

                Basic Service Video Calls Offered

                The number of basic service video calls offered in the current interval.

                Basic Service Video Calls Answered

                The number of basic service video calls answered in the current interval.

                Whisper Announce Answered

                The number of calls for which whisper announcement was successful during the interval.

                Whisper Announce Failed

                The number of calls for which whisper announcement was failed during the interval.

                Agent Greeting Answered

                The number of calls for which agent greeting was successful during the interval.

                Agent Greeting Failed

                The number of calls for which agent greeting was failed during the interval.

                Aggregate Statistics

                Start Time

                The time the service started collecting statistics.

                Duration Elapsed

                The amount of time that has elapsed since the service start time.

                Total New Calls

                The number of SIP Invite messages received by Unified CVP since system start time. It includes the failed calls as well as calls rejected due to the SIP service being out of service.

                Connects Received

                The number of CONNECT messages received by SIP service in order to perform a Unified CVP Transfer, since system start time. Connects Received includes the regular Unified CVP transfers as well as Refer transfers. Any label coming from the ICM service is considered a CONNECT message, whether it is a label to send to the VRU or a label to transfer to an agent.

                Avg Latency Connect to Answer

                The period of time between the CONNECT from ICM and when the call is answered. The metric includes the average latency computation for all the calls that have been answered since system start up time.

                Failed SIP Transfers (Pre-Dialog)

                The total number of failed transfers on the first CVP transfer since system start time. A SIP dialog is established after the first CVP transfer is completed. The metric does not include rejections due to SIP being out of service. The metric includes failed transfers that were made after a label was returned from the ICM in a CONNECT message.

                Failed SIP Transfers (Post-Dialog)

                The number of failed re-invite requests on either the inbound or outbound legs of the call since start time. After a SIP dialog is established, re-INVITE messages are used to perform transfers. Re-invite requests can originate from the endpoints or else be initiated by a Unified CVP transfer from the Unified ICME script. This counter includes failures for both kinds of re-invite requests.

                Total Basic Service Video Calls Offered

                The total number of basic service video calls offered since system start time.

                Total Basic Service Video Calls Offered

                The total number of basic service video calls answered since system start time.

                Total Whisper Announce Answered

                The total number of call for which whisper announce was successful since the system start time.

                Total Whisper Announce Failed

                The total number of calls for which whisper announce failed since the system start time.

                Total Agent Greeting Answered

                The total number of calls for which agent greeting was successful since the system start time.

                Total Agent Greeting Failed

                The total number of calls for which agent greeting failed since the system start time.

                View Gateway Statistics

                Gateway statistics include the number of active calls, available memory, and CPU utilization.

                Access Gateway statistics either by:

                • Selecting System > Control Center, selecting a Gateway, and then clicking the Statistics icon in the toolbar.

                • Selecting Device Management > Gateway, selecting a Gateway, and then clicking the Statistics icon in the toolbar.

                Gateway Statistics

                The following table describes Gateway statistics.

                Table 10 Gateway Statistics

                Statistic

                Description

                Active Calls

                Number of currently active calls handled by the gateway. For example, Total call-legs: 0

                no active calls

                Free Memory

                Free memory, for example:

                Processor memory free: 82%

                I/O memory free: 79%

                CPU Utilization

                CPU utilization, for example:

                CPU utilization for five seconds: 1%/0%; one minute: 1%; five minutes: 1%

                Unified CVP VXML Server Statistics

                The Operations Console displays realtime, interval, and aggregate Unified CVP VXML Server statistics.

                • VXML Statistics are not available if the Unified CVP VXML Server is deployed as standalone.

                • To view VXML Statistics, at least one deployed Unified CVP VXML Server application must be configured with the CVPDataFeed logger.

                Access Unified CVP VXML Server statistics either by:

                • Selecting System > Control Center, selecting a VXML Server, and then clicking the Statistics icon in the toolbar.

                • Selecting Device Management > Unified CVP VXML Server, selecting a Unified CVP VXML Server, and then clicking the Statistics icon in the toolbar.

                The following table describes the statistics reported by the Unified CVP VXML Server.

                Table 11 VXML Server Statistics

                Statistic

                Description

                Real Time Statistics

                Active Sessions

                The number of current sessions being handled by the Unified CVP VXML Server.

                Active ICM Lookup Requests

                The number of current ICM requests being handled by the Unified CVP VXML Server.

                Interval Statistics

                Start Time

                The time at which the current interval begins.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Interval Duration

                The interval at which statistics are collected. The default value is 30 minutes.

                Sessions

                The total number of sessions in the Unified CVP VXML Server in the current interval.

                Reporting Events

                The number of events sent to the Reporting Server from the Unified CVP VXML Server in the current interval.

                ICM Lookup Requests

                The number of requests from the Unified CVP VXML Server to the ICM Service in the current interval.

                ICM Lookup Responses

                The number of responses to both failed and successful ICM Lookup Requests that the ICM Service has sent to the Unified CVP VXML Server in the current interval. In the case that multiple response messages are sent back to the Unified CVP VXML Server to a single request, this metric will increment per response message from the ICM Service.

                ICM Lookup Successes

                The number of successful requests from the VXML Server to the ICM Service in the current interval.

                ICMLookupFailures

                The number of requests from the Unified CVP VXML Server to the ICM Service in the current interval. This metric will be incremented in the case an ICM failed message was received or in the case the Unified CVP VXML Server generates the failed message.

                Aggregate Statistics

                Start Time

                The time at which the current interval has begun.

                Duration Elapsed

                The amount of time that has elapsed since the start time in the current interval.

                Total Sessions

                The total number of sessions in the Unified CVP VXML Server since startup.

                Total Reporting Events

                The total number of reporting events sent from the Unified CVP VXML Server since startup.

                Total ICM Lookup Requests

                The total number of requests from the Unified CVP VXML Server to the ICM Service. For each ICM lookup request, whether the request succeeded or failed, this metric will be increased by one.

                Total ICM Lookup Responses

                The total number of responses the ICM Service has sent to the Unified CVP VXML Server since startup. For each ICM lookup response, whether the response is to a succeeded or failed request, this metric will be increased by one. In the case that multiple response messages are sent back to the Unified CVP VXML Server to a single request, this metric will increment per response message from the ICM Service.

                Total ICM Lookup Success

                The total number of requests from the Unified CVP VXML Server to the ICM Service since startup. For each ICM lookup request that succeeded, this metric will be increased by one.

                Total ICM Lookup Failures

                The total number of requests from the Unified CVP VXML Server to the ICM Service since startup. For each ICM lookup request that failed, this metric will be increased by one. This metric will be incremented if an ICM failed message was received or if the Unified CVP VXML Server generates a failed message.

                Standalone VXML Server Statistics

                The Operations Console displays realtime, interval, and aggregate VXML (Standalone) Server statistics.

                Access VXML (Standalone) Server statistics either by:

                • Selecting System > Control Center, selecting a VXML (Standalone) sever, and then clicking the Statistics icon in the toolbar.

                • Selecting Device Management > VXML (Standalone) Server, selecting a VXML (Standalone) server, and then clicking the Statistics icon in the toolbar.

                The following table describes the statistics reported by the VXML (Standalone) Server.

                Table 12 VXML (Standalone) Server Statistics

                Statistic

                Description

                Port Usage Statistics

                Total Ports

                The total number of licensed ports for this VXML standalone server.

                Port Usage Expiration Date

                The date when the licensed ports expires for this VXML standalone server.

                Available Ports

                The number of port licenses available for this VXML standalone server.

                Total Concurrent Callers

                The number of callers currently interacting with this VXML standalone server.

                View Pool Statistics

                Device Pool statistics summarize the statistics for the devices that belong to the currently selected device pool.

                Procedure

                To view device pool statistics:

                Procedure
                  Step 1   Select System > Control Center.

                  The Control Center Network Map window opens.

                  Step 2   Select Pool Statistics.
                  Step 3   Select Refresh to update the data on the Pool Statistics tab.

                  Related References

                  Reporting Server Statistics

                  Reporting Server statistics include the total number of events received from the IVR, SIP, and VXML services.

                  Access Reporting Server statistics either by:

                  • Choosing System > Control Center, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar.

                  • Choosing Device Management > CVP Reporting Server, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar.

                  The following table describes the Reporting Server statistics.

                  Table 13 Reporting Server Statistics

                  Statistic

                  Description

                  Interval Statistics

                  Start Time

                  The time the system started collecting statistics for the current interval.

                  Duration Elapsed

                  The amount of time that has elapsed since the start time in the current interval.

                  Interval Duration

                  The interval at which statistics are collected. The default value is 30 minutes.

                  VXML Events Received

                  The total number of reporting events received from the VXML Service during this interval. For each reporting event received from the VXML Service, this metric will be increased by one.

                  SIP Events Received

                  The total number of reporting events received from the SIP Service during this interval. For each reporting event received from the SIP Service, this metric will be increased by one.

                  IVR Events Received

                  The total number of reporting events received from the IVR service in the interval. For each reporting event received from the IVR service, this metric will be increased by one.

                  Database Writes

                  The total number of writes to the database made by the Reporting server during the interval. For each write to the database by the Reporting server, this metric will be increased by one.

                  Aggregate Statistics

                  Start Time

                  The time the service started collecting statistics.

                  Duration Elapsed

                  The amount of time that has elapsed since the service start time.

                  VXML Events Received

                  The total number of reporting events received from the VXML Service since the service started. For each reporting event received from the VXML Service, this metric will be increased by one.

                  SIP Events Received

                  The total number of reporting events received from the SIP Service since the service started. For each reporting event received from the SIP Service, this metric will be increased by one.

                  IVR Events Received

                  The total number of reporting events received from the IVR Service since the service started. For each reporting event received from the IVR Service, this metric will be increased by one.

                  Database Writes

                  The total number of writes to the database made by the Reporting server since startup. For each write to the database by the Reporting server, this metric will be increased by one.

                  Pool Statistics Tab

                  Device pool statistics report data on the devices contained within a device pool as described in the following table.

                  Table 14 Pool Statistics

                  Field

                  Description

                  Number of Servers in Different States

                  Server Type

                  Unified CVP servers include: Call Servers, Unified CVP VXML Servers, Unified CVP VXML Servers (standalone), and Reporting Servers.

                  Total Devices

                  Total number of devices for each server type.

                  Up

                  Number of servers of each type that are up and running.

                  Down

                  Number of servers of each type that have down status.

                  Partial

                  Number of servers of each type that have partial status.

                  Not Reachable

                  Number of servers of each type that have a Not Reachable status.

                  Percentage of Servers in Different States

                  Server Type

                  Unified CVP servers include: Call Servers, Unified CVP VXML Servers, Unified CVP VXML Servers (standalone), and Reporting Servers.

                  Total Devices

                  Total number of devices for each server type.

                  Up

                  Percentage of servers of each type that are up and running.

                  Down

                  Percentage of servers of each type that have down status.

                  Partial

                  Percentage of servers of each type that have partial status.

                  Not Reachable

                  Percentage of servers of each type that have an Unreachable status.

                  Sort Servers

                  You can choose to sort the servers in ascending and descending sort sequences: by their network status (up, down, partial, unreachable), hostname, IP address, device type, and by the number of active calls.

                  Procedure

                  To sort servers:

                  Procedure
                    Step 1   Select System > Control Center.
                    Step 2   Select Device Pool and then select a device pool from the list.

                    Devices that belong to the selected device pool display on the General tab.

                    Step 3   To sort the list of servers, click the heading for the column you want to sort by. After you sort the column, up/down arrows appear in the column headings. Click the arrows to specify the sort order for the column.

                    Edit Device Setup

                    You can edit the configuration of a device that has been added to the Operations Console.

                    Procedure

                    To edit the configuration of a device:

                    Procedure
                      Step 1   Select System > Control Center.

                      The Control Center Network Map window opens to the General tab.

                      Step 2   Click on the device hostname or select the radio button preceding the hostname and then click Edit on the toolbar.

                      The Edit Configuration window for the selected device opens.

                      Related Tasks

                      Start Server

                      You can start a Call Server, Reporting Server, or Unified CVP VXML Server from the Control Center.
                      Related References

                      Procedure

                      To start a server:

                      Procedure
                        Step 1   Select System > Control Center.

                        The Control Center window opens to the General tab.

                        Step 2   Select the Call Server, Reporting Server, or Unified CVP VXML Server to restart by clicking the radio button next to the server.
                        Step 3   Select Start.

                        The server starts; its state displays in the Status column on the General tab.

                        Note    By default, device status is not refreshed. To set a refresh interval, select the desired interval from the Refresh drop-down menu.

                        Shut Down Server

                        You can shut down a Call Server, Reporting Server, or Unified CVP VXML Server from the Control Center. A server instance enters the shutdown state as a result of a graceful shutdown or forced shutdown process.

                        During a graceful shutdown, running processes complete before the server is shut down. For example, if you wanted to stop the CVP Call Server but wanted to complete the processing of calls in progress, you would choose Graceful Shutdown.

                        In a forceful shutdown, all processes are suspended immediately. If you were to shut down the CVP Call Server forcefully, calls in progress would be immediately dropped.

                        Related Tasks

                        Procedure

                        To shut down a server:

                        Procedure
                          Step 1   Select System > Control Center.

                          The Control Center window opens to the General tab.

                          Step 2   Select the Call Server, Reporting Server, or Unified CVP VXML Server to shut down by clicking the radio button next to the server.
                          Step 3   To shut down a server immediately, select Shutdown. To shut down a server gracefully, select Graceful Shutdown.

                          The selected server shuts down, and its status shows as Down in the Devices tab in the right pane of the Control Center window.


                          Note


                          Graceful Shutdown is not supported by Unified CVP VXML Server.

                          Device Pools

                          A device pool is a logical group of devices. Device pools provide a convenient way to define a set of common characteristics that can be assigned to devices, for example, the region in which the devices are located. You can create device pools and assign devices to the device pools you created.

                          Every device you create is automatically assigned to a default device pool, which you can never remove from the selected device pool list. The Administrator account is also automatically assigned to the default device pool, which ensures that the Administrator can view and manage all devices. You cannot remove the Administrator from the default device pool.

                          When you create a user account, you can assign the user to one or more device pools, which allows the user to view the devices in that pool from the Control Center. Subsequently, you can remove the user from any associated device pools, which prevents that user from viewing the pool devices in the Control Center. Removing a user from the default device pool prevents the user from viewing all devices.

                          You can perform the following tasks using device pools:

                          Related References

                          Add Device Pool to Operations Console

                          This section describes how to add a device pool to the Operations Console.

                          Procedure

                          To add a device pool to the Operations Console:

                          Procedure
                            Step 1   Select System > Device Pool.

                            The Find, Add, Edit, Delete Device Pools window opens.

                            Step 2   Select Add New.
                            Step 3   In the General tab, fill in a unique name for the device pool and add a description.
                            Note    Device pool names must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash.
                            Step 4   Select Save to save the device pool.

                            Related References

                            Edit Device Pool

                            You can change the name and description of any device pool, except the default device pool.

                            Procedure

                            To edit a device pool:

                            Procedure
                              Step 1   Select System > Device Pool.

                              The Find, Add, Delete, Edit Device Pools window opens.

                              Step 2   Select the device pool by clicking on its name in the device pool list or selecting the radio button preceding it and clicking Edit.

                              The Edit Device Pool Configuration window opens to the General tab.

                              Step 3   You can change the description. You cannot change the name of a device pool.
                              Step 4   Select Save.

                              Related References

                              Delete Device Pool

                              This section describes how to delete a device pool from the Operations Console.

                              Procedure

                              To delete a device pool:

                              Procedure
                                Step 1   Select System > Device Pool.

                                The Find, Add, Edit, Delete Device Pools window opens.

                                Step 2   Find the device pool by using the procedure in the Finding a Device Pool topic.
                                Step 3   From the list of matching records, select the device pool that you want to delete.
                                Step 4   Select Delete.
                                Step 5   When prompted to confirm the delete operation, Select OK to delete or select Cancel to cancel the delete operation.

                                Related References

                                Add or Remove Device From Device Pool

                                Related References

                                Procedure

                                To add or remove a device from a device pool:

                                Procedure
                                  Step 1   From the Device Management menu, select the type of device you want to add to a device pool. For example, to add a Call Server to a device pool, select CVP Call Server from the menu.

                                  A window listing known devices of the type you selected appears. For example, if you selected Call Server, known CVP Call Servers are listed.

                                  Step 2   Select the device pool by clicking on its name in the device pool list or by selecting the radio button preceding it and clicking Edit.
                                  Step 3   Select the Device Pool tab.
                                  Step 4   To add a device to a device pool, select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane.
                                  Step 5   To remove a device from a device pool, select the device pool from the Selected pane, and then click the left arrow to move the device pool to the Available pane.
                                  Step 6   Click Save to save the changes to the Operations Console database. Some edit device screens have an Apply button. Click Apply to copy the configuration to the device.

                                  Find Device Pool

                                  Because you might have several device pools in your network, the Operations Console lets you locate specific device pools on the basis of specific criteria. Use the following procedure to locate device pools.

                                  Procedure

                                  To find a device pool:

                                  Procedure
                                    Step 1   Select System > Device Pool.

                                    The Find, Add, Delete, Edit Device Pools window lists the available device pools 10 at a time, sorted by name.

                                    Step 2   If the list is long, you can click the first page, previous page, next page, and last page icons on the bottom right of the screen to page through the list. Or, you can enter a page number in the Page field and press enter to go directly to the numbered page.
                                    Step 3   You can also filter the list by selecting an attribute such as Name; selecting a modifier such as begins with; entering your search term; and clicking Find.
                                    Note    The filter is not case-sensitive, and wildcard characters are not allowed.

                                    Import Operations Console Configuration

                                    In the event of disaster recovery, you can import an Operations Console configuration and apply a previously saved configuration.

                                    The Unified CVP Operations Console supports the import of system-level configuration data.

                                    When you import a database which was exported from an older version, the imported database is automatically upgraded to the latest version as indicated in the confirmation message.


                                    Note


                                    The Unified CVP import operation does not back up or restore the CVP configuration of the VoiceBrowser or the sip.properties files. If a complete restore of Unified CVP server is required, you will need to manually restore some of the content of the sip.properties file as well as the VoiceBrowser configuration in addition to importing the system configuration using the Operations Console.

                                    Procedure

                                    To import an Operations Console configuration:

                                    Procedure
                                      Step 1   Stop the Cisco CVP Resource Manager Windows Service:
                                      1. Select Start > All Programs > Administrative Tools > Services.
                                      2. Select Cisco CVP Resource Manager.
                                      3. Select Stop.
                                      Step 2   Select System > Import System Configuration.

                                      The Import System Configuration window opens.

                                      Step 3   If you know the file name, enter it in the Enter Configuration File text box. Otherwise, select Browse to and search for the configuration to import.
                                      Step 4   Select Import.
                                      Step 5   Restart the Cisco CVP OPSConsoleServer and Cisco CVP Resource Manager Windows Services on the machine and then log in to the Operations Console again:
                                      1. Select Start > All Programs > Administrative Tools > Services.
                                      2. Select Cisco CVP OPSConsoleServer.
                                      3. Select Restart.
                                      4. Select Cisco CVP Resource Manager.
                                      5. Select Restart.
                                      6. Select Cisco CVP WebServicesManager
                                      7. Select Restart


                                      Note


                                      All data in the Operations Console that is importing the configuration will be lost and replaced with the imported data.

                                      Export Operations Console Configuration

                                      Using Export System Configuration on the System menu, you can save and export all the configurations of the Operations Console to a single file on your local computer. This is particularly useful in a back up scenario. For example, if the Operations Console configuration file were to become corrupt, you can import the file and restore the Operations Console configuration without having to individually reconfigure each module. Consider exporting the database on a regular basis and also when you make major configuration changes to a device.

                                      All Operations Console configuration data is exported, except for any files you have uploaded, including licenses and application scripts. The Operations Console supports the export of system-level configuration data.


                                      Note


                                      The Unified CVP import and export operations do not back up or restore the CVP configuration of the VoiceBrowser or the SIP.properties files. If a complete backup and record of the Unified CVP configuration is required, you will need to manually back up the SIP.properties file and the result of the VoiceBrowser sall command in addition to exporting the system configuration using the Operations Console.

                                      Procedure

                                      To export an Operations Console configuration:

                                      Procedure
                                        Step 1   Select System > Export System Configuration.

                                        The Export System Configuration window displays.

                                        Step 2   Select Export.
                                        Step 3   In the Save As dialog box, select the location to store the file.


                                        Note


                                        You will probably save the configuration multiple times. Choose a naming convention that helps you identify the configuration, for example, include the current date and time in the file name.

                                        Location Feature

                                        Use the Location feature to route calls locally to the agent available in the branch office, rather than routing calls to centralized or non-geographical numbers. This system-level feature allows you to select a Unified CM server and extract the Unified CM location information (location provider). Once the administrator initiates the synchronization, the system retrieves the location information for all available Unified CM servers which have been identified as sources for location information.

                                        After you have enabled synchronization for a Unified CM server, information can be retrieved from any of the Unified CM servers that have been identified as sources for location information.

                                        Prerequisites:

                                        • Ensure that the device type (Gateway) is already configured.

                                        • The device Location ID information, if configured in the Location configuration page, is displayed as a read-only field.

                                        • Any configurable fields remain empty if they were not configured by the user.


                                        Note


                                        If a location is associated with more than one Gateway, the system displays multiple rows of the same location information for each associated device.

                                        Note


                                        All Unified CM servers enabled for synchronization are used during the synchronization task. If you do not want a particular Unified CM to be used when the synchronization task is performed, then disable synchronization for that Unified CM.

                                        The following table describes the settings used to configure the Location feature.

                                        Table 15 Location Configuration Settings

                                        Property

                                        Description

                                        Default

                                        Value

                                        Restart Required

                                        General

                                        Site Identifier Information

                                        Three options are available to identify the site information:

                                        • Insert site identifier between the Network VRU label and the correlation ID

                                        • Insert site identifier at the beginning of the Network VRU label

                                        • Do not insert site identifier

                                        Insert site identifier between the Network VRU label and the correlation ID

                                        Not applicable

                                        No

                                        Location

                                        Location Name (required)

                                        This is a user defined field.

                                        Not applicable

                                        a-z, A-Z, 0-9, -_

                                        Max length 128 characters

                                        No

                                        Site ID (required)

                                        The Site ID is a unique user-defined field.

                                        Null

                                        0-9, #

                                        Max length 128 characters

                                        No

                                        Location ID (required)

                                        The Location ID is a unique user-defined field.

                                        Null

                                        a-z, A-Z, 0-9

                                        Max length 128 characters

                                        No

                                        Unified CM IP Address

                                        This field is not available for manually-configured locations.

                                        Ensure to check the Enable Synchronization check box in the Unified CM Server Configuration screen's General Tab to select Unified CM as a Unified CM location information provider.

                                        If a Unified CM server is removed from the Operations Console configuration, or if the Unified CM server is unreachable, or if the synchronization check box is deselected, all locations stored in the Operations Console are automatically marked as invalid.

                                        Not applicable

                                        Not applicable

                                        No

                                        Associated Gateway

                                        You can select Gateways from the Available list to deploy location information.

                                        You can configure multiple Gateways per location. An instance of a Gateway can only be assigned to one location.

                                        When a Gateway is associated with a location, the Gateway configuration window displays the location as a read-only field.

                                        Not applicable

                                        Not applicable

                                        No

                                        Status

                                        The status indicates that the validity of the location information is valid or invalid:

                                        • Invalid: The location is invalid if any of the following scenarios apply:

                                          - the location was previously synchronized with a Unified CM server. Later, you delete this location from the Unified CM server. When you perform the next synchronization with the Unified CM server, this location becomes invalid.

                                          - the Unified CM server's Enable Synchronization check box remains unchecked. You can select and remove "Invalid" locations at any time. If a unified CM is deselected from the synchronization list after synchronizing with that Unified CM server, then all the locations synchronized from this Unified CM server become invalid.

                                          - If a Unified CM server is not reachable when the next synchronization occurs, then all the locations associated with that Unified CM become invalid.

                                        • Valid: The location is valid if any of the following scenarios apply:

                                          - the Enable Synchronization check box is checked

                                          - the location is exists in a Unified CM server configuration, the last synchronization was successful with the Unified CM, and if that Unified CM is still selected.

                                        Not applicable

                                        Valid or Invalid

                                        No

                                        Call Server Deployment

                                        Associate Call Servers

                                        You can select call servers from the Available list to deploy location information.

                                        One or more call servers can be selected and designated as Selected/Available.

                                        Configuration is deployed to all selected call servers

                                        Not applicable

                                        No

                                        You can perform the following tasks:

                                        View Location Information

                                        Procedure

                                        To view location-based information:

                                        Procedure
                                          Step 1   Select System > Location.

                                          Location information is listed on the Location tab. The Location tab displays the retrieved location information where you can edit and configure additional information.

                                          If a location is associated with more than one Gateway, the same location information is presented in multiple rows. Only the associated device column differs.

                                          Step 2   Click the required device to launch the device configuration window.

                                          Related References

                                          Insert Site Identifiers

                                          The Site Identifier insert applies to all selected call servers using the Location configuration.
                                          Related References

                                          Procedure

                                          To insert site identifiers:

                                          Procedure
                                          Select System > Location.

                                          Site identifier information is listed on the General tab.

                                          Three options are available to identify the site information:

                                          • Insert site identifier between the Network VRU label and the correlation ID

                                          • Insert site identifier at the beginning of the Network VRU label

                                          • Do not insert site identifier


                                          Deploy Location Information

                                          By default, location information is deployed to all associated Call Servers. You can choose to deploy location information to one or more Call Servers.
                                          Related References

                                          Procedure

                                          To deploy location information:

                                          Procedure
                                            Step 1   Selects System > Location.
                                            Step 2   After making the required configuration changes, you have two options to save the configuration:
                                            • Selects Save & Deploy in the bottom right corner of this page (or the Save & Deploy button in the toolbar above) to save the location information and initiate a deployment request to the selected Call Servers.

                                              See View Location Deployment or Synchronization Status for details on viewing the status information.

                                            • Selects Save to save three components to the database: the location information, information in the General tab, and the associated Call Servers.

                                            Caution    In the following cases, the Deployment Status displays a warning message:
                                            • If you have only saved the configuration details and have not deployed them.

                                            • If you have edited or deleted an existing configuration and have not deployed the changes.

                                            • If you changed the call server association.


                                            Error Scenario Deployment

                                            The following table provides the status, and workaround for the deployment error scenarios.

                                            Status

                                            Workaround

                                            Unable to access the database.

                                            Restart the Operations Console service.

                                            Try again.

                                            Contact your administrator.

                                            General failure.

                                            There is an unknown error in deployment.

                                            Contact your administrator.

                                            The device was not deployed.

                                            Deploy the device first.

                                            Try again.

                                            The device was not deployed.

                                            Cannot remove from the database.

                                            The device could not be reached.

                                            Check the network connection by pinging the device.

                                            Check the firewall setting.

                                            Turn off the firewall if the firewall is on.

                                            If it is available, check if Resource Manager service is on.

                                            Try again later.

                                            The device is using an unknown version of the Unified CVP software.

                                            Upgrade to the compatible version, then deploy again.

                                            The device is using an unknown version of the Unified CVP software.

                                            Cannot remove.

                                            Device has no SIP Subsystem

                                            If OAMP has deployed SIP Server Group to the call server, delete the call server, and recreate the call server with a SIP Subsystem; or, do not select Call Servers with No SIP when deploying SIP Server Group configuration.

                                            Add Locations

                                            You can manually add location information for locations that do not exist in the Unified CM database.
                                            Related References

                                            Procedure

                                            To add locations:

                                            Procedure
                                              Step 1   Select System > Location.
                                              Step 2   On the Location tab, select Add New.

                                              The Location Configuration window opens.

                                              Step 3   Assign the Location, Site ID, Location ID, and the Unified CM IP Address as applicable to your configuration.
                                              Step 4   Optionally, select the required Gateway by moving it/them to the Selected column.
                                              Step 5   Select Save or Cancel.

                                              Edit Location Information

                                              You can only select a single location for this operation.
                                              Related References

                                              Procedure

                                              To edit the required location:

                                              Procedure
                                                Step 1   Select System > Location.
                                                Step 2   On the Location tab, select the required location in one of two ways:
                                                • Select the check box for the required location and click Edit.

                                                • Select the required location in the Location tab.

                                                Step 3   Make the required changes and click Save or Cancel as applicable.

                                                Delete Location

                                                You can delete one or more locations at the same time.

                                                Only manually-configured and invalid locations can be deleted.

                                                Related References

                                                Procedure

                                                To delete a location:

                                                Procedure
                                                  Step 1   Select System > Location.
                                                  Step 2   Select the required locations.
                                                  Step 3   On the Location tab, select Delete.

                                                  A prompt window appears to confirm your intention.

                                                  Step 4   Respond to the prompt (Proceed with Delete? OK | Cancel).

                                                  This prompt may differ if you select a location which cannot be deleted.

                                                  When you make your selection, the Location tab refreshes to display the results of your deletion in the message bar.


                                                  Synchronize Location Information

                                                  Location synchronization is a user-initiated task in the Operations Console. A single synchronization task runs in the background when initiated. When initiated, the system synchronizes and merges the location information for all Unified CM servers selected during the configuration. There are two sub-tasks to complete a synchronizing operation:
                                                  • Synchronization: The system retrieves the location data from Unified CM database.

                                                  • Merge: The system merges the retrieved data with existing location data in the Operations Console database.

                                                  What to Do Next


                                                  Note


                                                  The Location synchronization feature in the Operations Console only works with Unified CM.

                                                  Related References

                                                  Procedure

                                                  To synchronize and refresh the location information with the Unified CM server and merge the information with the Operations Console database:

                                                  Procedure
                                                    Step 1   Configure and save one or more Unified CM devices with synchronization enabled.
                                                    Step 2   Select System > Location.
                                                    Step 3   Select Synchronize.

                                                    The synchronization process is initiated.

                                                    Note    Only one synchronization or deployment process can run at any given time. If one process is already running, you receive an error message stating the same.
                                                    Step 4   Click Refresh to view the retrieved location information after the synchronization process is completed.

                                                    Synchronize Error Scenarios

                                                    The following table provides the status, cause, and workaround for the synchronization error scenarios.

                                                    Status

                                                    Workaround

                                                    Not able to connect with the device.

                                                    Check the network connection by pinging the device.

                                                    If the device is connected, try again.

                                                    User credentials are not correct. User can't be authenticated.

                                                    Check the user credentials.

                                                    Host name is unknown. Check the host name.

                                                    The host name is not correct.

                                                    Verify the host name.

                                                    Web Service is not available on the device.

                                                    Determine if the AXL Web Service is available on the device.

                                                    Enable the AXL Web Service on the device.

                                                    General database failure.

                                                    Restart your Operations Console service.

                                                    Try again.

                                                    If the problem persists, contact your administrator.

                                                    General failure.

                                                    There is an unknown error in synchronization.

                                                    Contact your administrator.

                                                    View Location Deployment or Synchronization Status

                                                    Deployment and Synchronization operations can be time consuming depending on the number of Call Servers or Unified CMs. When either process is running, you can select a status report to view the progress of the last initialized deployment or synchronization request.

                                                    Note


                                                    The Deployment and Synchronization operations are mutually exclusive. Only one synchronization or deployment process can run at any given time. If one process is already running, you cannot initiate another process and you receive an error message.
                                                    The following information applies to the Status window:
                                                    • Unapplied changes (deployment status only) indicate that a Save operation took place since the last deployment operation.

                                                    • Only one call server can be deployed at any given time. The other call servers are either in the queue or in an already successful/failed state.

                                                    Related References

                                                    Procedure

                                                    To show deployment and/or synchronization results:

                                                    Procedure
                                                      Step 1   Select System > Location.
                                                      Step 2   From the toolbar, select Status.
                                                      • To view synchronization results. select Synchronization Status.
                                                      • To view deployment results. select Deployment Status.
                                                      Step 3   Select Refresh to view the updated status information.

                                                      See View System-Level Operation States for more details on each state.


                                                      Find Location

                                                      Procedure

                                                      To show deployment and/or synchronization results:

                                                      Procedure
                                                        Step 1   Select System > Location.
                                                        Step 2   To scroll through multiple pages of the list, select the first, previous, next, and last page icons on the bottom left. to view the next group of available notification destinations.
                                                        Step 3   You can filter the list by using the filter at the top right of the list. Select a field to search, a modifier (such as Starts with), and then select Find. The filter is not case-sensitive and wildcards are not allowed.

                                                        SIP Server Groups

                                                        In Unified CVP, you can add server groups at the system level to perform SIP dynamic routing.

                                                        A Server Group consists of one or more destination addresses (endpoints) and is identified by a Server Group domain name. This domain name is also known as the SRV cluster name, or Fully Qualified Domain Name (FQDN). Server Groups contain Server Group Elements.

                                                        You can perform the following tasks:

                                                        View SIP Server Groups

                                                        The SIP Server Groups page contains the following tabs:
                                                        • General tab
                                                        • Heartbeat Properties tab
                                                        • Call Server Deployment tab

                                                        General tab

                                                        The General tab displays the list of SIP Server Groups and Sip Server Group Elements

                                                        Table 16 General Tab

                                                        Column

                                                        Description

                                                        Name

                                                        The name of the SIP Server Group. Nested under the SIP Server Group are the SIP Server Group Elements.

                                                        Clicking the +/- icon next to the SIP Server Group name expands and collapses the elements within the group. Additionally, you can use Collapse all and Expand all to collapse/expand all the elements within the server groups listed on the page.

                                                        Number of Elements

                                                        The number of elements contained in the group.

                                                        Port

                                                        Port number of the element in the server group.

                                                        Priority

                                                        Priority of the element in relation to the other elements in the server group. Specifies whether the server is a primary or backup server. Primary servers are specified as 1.

                                                        Weight

                                                        Weight of the element in relation to the other elements in the server group. Specifies the frequency with which requests are sent to servers in that priority group.


                                                        Note


                                                        Clicking any of the column headers on this list sorts the list.

                                                        Heartbeat Properties tab


                                                        Note


                                                        The Up and Down Endpoint Heartbeat Interval is between any two heartbeats; however, it is not between heartbeats to the same endpoint. The SIP Server Group does not wake up at specific interval and send a heartbeat for all elements since this approach can result in CPU utilization issues. It also takes more resources to track heartbeats for many endpoints. For example, for 3 total elements across all SIP Server Groups, to proactively send a heartbeat to each element at 30000ms (30 seconds) intervals, you have to set the Endpoint Heartbeat Interval to 10000ms (10 seconds). It is less deterministic for reactive mode since elements that are currently down can fluctuate so the heartbeat interval fluctuates with it. To turn off pinging when the element is UP, set the UP interval to zero (reactive pinging). To turn off pinging when the element is down, set the DOWN interval to zero (proactive pinging). To ping when the element is either UP or DOWN, set both the intervals to greater than zero (adaptive pinging).
                                                        Table 17 Heartbeat Properties Tab

                                                        Property

                                                        Description

                                                        Default

                                                        Value

                                                        Use Heartbeats to Endpoints

                                                        Select to enable the heartbeat mechanism.

                                                        Heartbeat properties are editable only when this option is enabled.

                                                        Note    Endpoints that are not in a Server Group can not use the heartbeat mechanism.

                                                        Disabled (unchecked)

                                                        Enabled or Disabled

                                                        Number of failed Heartbeats for unreachable status

                                                        The number of failed heartbeats before marking the destination as unreachable.

                                                        1

                                                        1 through 5

                                                        Heartbeat Timeout (ms)

                                                        The amount of time, in milliseconds, before timing out the heartbeat.

                                                        500 milliseconds

                                                        100 through 3000

                                                        Up Endpoint Heartbeat Interval (ms)

                                                        The ping interval for heart beating an endpoint (status) that is up.

                                                        5000 milliseconds

                                                        5000 through 3600000

                                                        Down Endpoint Heartbeat Interval (ms)

                                                        The ping interval for heart beating an endpoint (status) that is down.

                                                        5000 milliseconds

                                                        5000 through 3600000

                                                        Heartbeat Local Listen Port

                                                        The heartbeat local socket listen port. Responses to heartbeats are sent to this port on CVP by endpoints.

                                                        5067

                                                        0 through 65000

                                                        Heartbeat SIP Method

                                                        The heartbeat SIP method.

                                                        Note    PING is an alternate method; however, some SIP endpoints do not recognize PING and will not respond at all.

                                                        OPTIONS

                                                        OPTIONS or PING

                                                        Heartbeat Transport Type

                                                        During transportation, Server Group heartbeats are performed with a UDP or TCP socket connection. If the Operations Console encounters unreachable or overloaded callbacks invoked in the Server Group, that element is marked as being down for both UDP and TCP transports. When the element is up again, it is routable for both UDP and TCP.

                                                        Note    TLS transport is not supported.

                                                        UDP

                                                        UDP or TCP

                                                        Overloaded Response Codes

                                                        The response codes are used to mark an element as overloaded when received. If more than one code is present, it is presented as a comma delimited list. An OPTIONS message is sent to an element and if it receives any of those response codes, then this element is marked as overloaded.

                                                        503,480,600

                                                        1 through 128 characters.

                                                        Accepts numbers 0 through 9 and/or commas (,).

                                                        Options Override Host

                                                        The contact header hostname to be used for a heartbeat request (SIP OPTIONS). The given value is added to the name of the contact header of a heartbeat message. Thus, a response to a heartbeat would contain gateway trunk utilization information.

                                                        cvp.cisco.com

                                                        Valid hostname, limited to 128 characters.

                                                        The Heartbeats Estimation section displays the Total Server Groups and Elements, and the Estimated Heartbeat interval for the current configuration.

                                                        Call Server Deployment tab

                                                        The Call Server Deployment tab allows you to select to which Unified CVP Call Servers to deploy the SIP Server Groups.

                                                        You can perform the following tasks:

                                                        Add SIP Server Group

                                                        Procedure

                                                        To add a SIP Server Group:

                                                        Procedure
                                                          Step 1   In the Operations Console, select System > Sip Server Groups.

                                                          The SIP Server Groups window opens.

                                                          Step 2   Select Add New.
                                                          Step 3   Fill in the appropriate configuration settings:
                                                          Table 18 SIP Server Group Configuration Settings

                                                          Property

                                                          Description

                                                          Default

                                                          Value

                                                          SIP Server Group Configuration

                                                          Server Domain Name FQDN

                                                          The Server Group Fully Qualified Domain Name (FQDN).

                                                          None

                                                          Up to 128 characters

                                                          Must be unique.

                                                          Must be a Fully Qualified Domain Name.

                                                          SIP Server Group Elements

                                                          Enter the properties below and click Add too add the element to the SIP Server Group.

                                                          Highlight any of the configured SIP Server Group Elements in the box below the property fields and;

                                                          • to remove the element from the group, highlight the element and click Remove, or

                                                          • To replace a selected element with the new element, edit the SIP Server Group Elements properties, highlight an existing element in the text box, and then click Replace.

                                                          IP Address/Hostname

                                                          IP address or hostname of the Server Group Element.

                                                          None

                                                          Valid IP address or hostname

                                                          Port

                                                          Port number of the element.

                                                          5060

                                                          1 through 65535

                                                          Priority

                                                          Priority of the element in relation to the other elements in the server group. Specifies whether the server is a primary or backup server. Primary servers are specified as 1.

                                                          1

                                                          1 through 2147483647

                                                          Weight

                                                          Weight of the element in relation to the other elements in the server group. Specifies the frequency with which requests are sent to servers in that priority group.

                                                          10

                                                          10 through 2147483647

                                                          Step 4   Select Save to save the SIP Server Group.

                                                          You are returned to the SIP Server Groups page. To deploy the SIP Server Groups, you must associate a Unified CVP Call Server. Select the Call Server Deployment tab and select a Unified CVP Call Serve. Then Save & Deploy the configuration. See Deploy SIP Server Group Configurations.


                                                          Related Tasks

                                                          Delete SIP Server Group


                                                          Note


                                                          If you only want to delete elements within the group, see Edit SIP Server Group.


                                                          To delete a SIP Server Group:

                                                          Procedure
                                                            Step 1   Select System > Sip Server Groups.

                                                            The SIP Server Group page opens.

                                                            Step 2   Find the SIP Server Group by using the procedure in Find SIP Server Groups.
                                                            Step 3   Select the radio button next to the SIP Server Group that you want to delete and click Delete.
                                                            Step 4   When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation.

                                                            Edit SIP Server Group

                                                            To configure a SIP Server Group, you must first define a FQDN and add it to the list.

                                                            Procedure

                                                            To edit a SIP Server Group:

                                                            Procedure
                                                              Step 1   In the Operations Console, select System > Sip Server Groups.

                                                              The SIP Server Groups Configuration window opens.

                                                              Step 2   On the Server Groups Configuration tab, define a FQDN for the server and select Add to add it to the list box.
                                                              Step 3   Fill in the appropriate configuration settings, as shown in the following table:
                                                              Table 19 SIP Server Group Configuration Settings

                                                              Property

                                                              Description

                                                              Default

                                                              Value

                                                              SIP Server Group Configuration

                                                              Server Domain Name FQDN

                                                              The Server Group Fully Qualified Domain Name (FQDN).

                                                              Note    This field is not editable

                                                              None

                                                              Up to 128 characters

                                                              Must be unique.

                                                              Must be a Fully Qualified Domain Name.

                                                              SIP Server Group Elements

                                                              Enter the properties below and click Add too add the element to the SIP Server Group.

                                                              Highlight any of the configured SIP Server Group Elements in the box below the property fields and;

                                                              • to remove the element from the group, highlight the element and click Remove , or

                                                              • To replace a selected element with the new element, edit the SIP Server Group Elements properties, highlight an existing element in the text box, and then click Replace.

                                                              IP Address/Hostname

                                                              IP address or hostname of the Server Group Element.

                                                              None

                                                              Valid IP address or hostname

                                                              Port

                                                              Port number of the element.

                                                              5060

                                                              1 through 65535

                                                              Priority

                                                              Priority of the element in relation to the other elements in the server group. Specifies whether the server is a primary or backup server. Primary servers are specified as 1.

                                                              1

                                                              1 through 2147483647

                                                              Weight

                                                              Weight of the element in relation to the other elements in the server group. Specifies the frequency with which requests are sent to servers in that priority group.

                                                              10

                                                              10 through 2147483647

                                                              Step 4   Click Save to save the SIP Server Group.

                                                              You are returned to the SIP Server Groups page. To deploy the SIP Server Groups, click Save & Deploy to save and deploy the edited configuration.


                                                              Find SIP Server Groups

                                                              To find a SIP Server Group:

                                                              Procedure
                                                                Step 1   Choose System > Sip Server Groups from the Main menu.

                                                                The SIP Server Groups Configuration window displays.

                                                                Step 2   If the list is long, you can click the first page, previous page, next page, and last page icons on the bottom right of the screen to page through the list. Or, you can enter a page number in the Page field and press enter to go directly to the numbered page.
                                                                Step 3   You can also filter the list by selecting an attribute such as SIP Server Group Name then selecting a modifier, such as begins with, and entering your search term then clicking Find.
                                                                Note    The filter is not case-sensitive, and wildcard characters are not allowed.

                                                                Deploy SIP Server Group Configurations

                                                                The Operations Console displays all configured SIP Server Groups. This section identifies the procedure to deploy a SIP Server Group.

                                                                Procedure

                                                                To deploy SIP Server Group configurations:

                                                                Procedure
                                                                  Step 1   In the Operations Console, select System > Sip Server Groups.

                                                                  The SIP Server Groups Configuration window opens.

                                                                  Step 2   Click the Call Server Deployment tab.
                                                                  Step 3   From the Available list box, select one or more Call Servers and use the arrow button to move your selection to the Selected list box.
                                                                  Step 4   After making the required configuration changes, you have two options to save the configuration:
                                                                  • Click Save & Deploy in the bottom right corner of this page (or the Save & Deploy button in the toolbar above) to save the SIP server information and initiate a deployment request to the selected devices.

                                                                    See View SIP Server Groups Deployment Status for details on viewing the status information.

                                                                  • Click Save to save the configuration to the Operations Console database.

                                                                  Note    In the following cases, the Deployment Status displays a warning message:
                                                                  • If you have only saved the SIP server details and have not deployed them.

                                                                  • If you have edited or deleted an existing configuration and have not deployed the changes.

                                                                  • If you changed the call server association.

                                                                  Note   

                                                                  Only one deployment process can run at any given time. If one process is already running, you will not be able to initiate another process and you will receive an error message stating the same.

                                                                  A message displays to indicate the successful start of deployment process. The Operations Console saves the Call Server configuration to the Operations Console database and returns to display the new configuration in the list page.


                                                                  See View System-Level Operation States for more details on each state.

                                                                  View SIP Server Groups Deployment Status

                                                                  The Operations Console displays all configured SIP Server Groups. If a deployment fails because the call server is not accessible (either not deployed or off line) or is not upgraded to the current version, the Operations Console issues a descriptive message.

                                                                  Deployment operations can be time consuming, depending on the number of Call Servers. When either process is running, you can select a status report to view the progress of the last initialized deployment request.


                                                                  Note


                                                                  The Deployment operations are mutually exclusive. Only one deployment process can run at any given time. If one process is already running, you will not be able to initiate another process and you will receive an error message stating the same.
                                                                  The following information applies to the Status window:
                                                                  • Unapplied changes (deployment status only) indicate that a Save operation took place since the last deployment operation.

                                                                  • Only one call server can be deployed at any given time. The other call servers are either in the queue or in an already successful/failed state.

                                                                  Procedure

                                                                  To view Call Server deployment status:

                                                                  Procedure
                                                                    Step 1   In the Operations Console, select System > Sip Server Groups.

                                                                    The SIP Server Groups Configuration window opens.

                                                                    Step 2   From the toolbar, click Deployment Status.
                                                                    Step 3   Optionally, instead of Step 2, you can also click Deployment Status at the bottom right corner of the window.

                                                                    The Operations Console provides status information for SIP Server Group (including the Operation Console's server time stamp). In case of a failure, the Operations Console provides a reason for the failure.

                                                                    See View System-Level Operation States for more details on each state.


                                                                    Dialed Number Pattern

                                                                    You can perform the following tasks on Dialed Number Patterns:

                                                                    You can select the Display Pattern Type to display all configured Dialed Number Patterns in a tree-hierarchy view. Available selections are:

                                                                    • Display All (default)

                                                                    • Local Static Route

                                                                    • Send Calls to Originator

                                                                    • RNA Timeout for Outbound Calls

                                                                    • Custom Ringtone

                                                                    • Post Call Survey for Incoming Calls

                                                                    Once the view is selected, a table containing the Dialed Number Patterns for the respective, selected type displays. The current view for the dialed number system-level configuration list page is maintained until the user session expires, either by timeout or by signing out from the Operations Console, or until the dialed number pattern view type selection changes.

                                                                    Each dialed number pattern is displayed as a row. Each dialed number pattern column type can be sorted alphabetically in ascending or descending order. The Dialed Number list is in hierarchical format which lets you collapse or expand individual entries. One or more root hierarchical rows can be selected using the check-boxes. All table entries are expanded by default or after certain operations like sorting, filtering, or pagination.

                                                                    The column types are as follows:

                                                                    Dialed Number Pattern - The actual dialed number pattern.

                                                                    Description - The dialed number pattern description.

                                                                    You may also use the filtering function to filter for specific Dialed Number Patterns. Only the Dialed Number Pattern itself is filterable by the standard constraint criteria (that is, begins with, contains, ends with, is exactly, is empty). The Dialed Number Pattern list also has sortable columns.

                                                                    Add Dialed Number Pattern

                                                                    Procedure

                                                                    To add a new Dialed Number Pattern:

                                                                    Procedure
                                                                      Step 1   In the Operations Console, select System > Dialed Number Pattern.

                                                                      The Dialed Number Pattern window opens.

                                                                      Step 2   Select Add New.
                                                                      Step 3   Fill in the appropriate configuration settings:
                                                                      Table 20 Dialed Number Pattern Configuration Settings

                                                                      Property

                                                                      Description

                                                                      Default

                                                                      Value

                                                                      General Configuration

                                                                      Dialed Number Pattern

                                                                      The actual Dialed Number Pattern.

                                                                      None

                                                                      Must be unique.

                                                                      Maximum length of 24 characters.

                                                                      Can contain alphanumeric characters, wildcard characters such as exclamation point (!) or asterisk (*), single digit matches such as the letter X or period (.).

                                                                      Can end with an optional greater than (>) wildcard character.

                                                                      Description

                                                                      Information about the Dialed Number Pattern.

                                                                      None

                                                                      Maximum length of 1024 characters.

                                                                      Enable Local Static Route

                                                                      Enable local static routes on this Dialed Number Pattern.

                                                                      If Local Static Routes are enabled:

                                                                      • Route to Device - Select the device from the drop-down list which contains a list of configured, supported devices. Once a selection is made, the IP Address/Hostname/Server Group Name field is automatically updated with the IP Address of the selected device.

                                                                      • Route to SIP Server Group - Select the device from the drop-down list which contains a list of configured, support devices. Once a selection is made, the IP Address/Hostname/Server Group Name field is automatically updated with the IP Address of the selected device.

                                                                      • IP Address/Hostname/Server Group Name - If you have not selected a Route to Device or Route to SIP Server Group, enter the IP address, hostname, or the server group name of the route.

                                                                      Disabled

                                                                      Maximum length of 128 characters.

                                                                      Must be a valid IP address, hostname, or fully qualified domain name.

                                                                      Enable Send Calls to Originator

                                                                      Enables calls to be sent to originator.

                                                                      Disabled

                                                                      n/a

                                                                      Enable RNA Timeout for Outbound Calls

                                                                      Enables Ring No Answer (RNA) timer for outbound calls.

                                                                      • Timeout - Enter the timeout value in seconds.

                                                                      Disabled

                                                                      none

                                                                      n/a

                                                                      Valid integer in the inclusive range from 5 to 60.

                                                                      Enable Custom Ringtone

                                                                      Enables customized ring tone.

                                                                      • Ringtone media filename - Enter the name of the file that contains the ringtone.

                                                                      Disabled

                                                                      none

                                                                      Maximum length of 256 characters.

                                                                      Cannot contain whitespace characters.

                                                                      Enable Post Call Survey for Incoming Calls

                                                                      Enables post call survey for incoming calls.

                                                                      • Survey Dialed Number Pattern - Enter the survey dialed number pattern.

                                                                      Disabled

                                                                      none

                                                                      n/a

                                                                      Maximum length of 24 characters

                                                                      Accepts only alphanumeric characters

                                                                      Step 4   Click Save to save the Dialed Number Pattern.

                                                                      You are returned to the Dialed Number Pattern page. To deploy the Dialed Number Pattern configuration, click Deploy to deploy the configuration to all Unified CVP Call Server devices.


                                                                      Delete Dialed Number Pattern

                                                                      Procedure

                                                                      Deleting a dialed number pattern deletes the entire dialed number pattern and all dialed number pattern types associated with that dialed number pattern. You can check one or more dialed number pattern check boxes and select Delete.

                                                                      To delete a Dialed Number Pattern:

                                                                      Procedure
                                                                        Step 1   Select System > Dialed Number Pattern.

                                                                        The Dialed Number Pattern window opens.

                                                                        Step 2   Find the Dialed Number Pattern.
                                                                        Step 3   Select the radio button next to the Dialed Number Pattern that you want to delete and click Delete.
                                                                        Step 4   When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. If confirmed, the delete operation proceeds and a message displays the results. If canceled, no operation will occur. The end-user will be presented with an error message if the delete button is selected and no check boxes are checked.

                                                                        Edit Dialed Number Pattern

                                                                        To edit a Dialed Number Pattern, you must first define a Dialed Number Pattern.

                                                                        Procedure

                                                                        To edit a Dialed Number Pattern:

                                                                        Procedure
                                                                          Step 1   In the Operations Console, select System > Dialed Number Pattern.

                                                                          The Dialed Number Pattern Configuration window opens.

                                                                          Step 2   Select the Dialed Number Pattern and click Edit.
                                                                          Step 3   Modify the appropriate configuration settings:
                                                                          Table 21 Dialed Number Pattern Configuration Settings

                                                                          Property

                                                                          Description

                                                                          Default

                                                                          Value

                                                                          General Configuration

                                                                          Dialed Number Pattern

                                                                          The actual Dialed Number Pattern. This field is read-only.

                                                                          n/a

                                                                          n/a

                                                                          Description

                                                                          Information about the Dialed Number Pattern.

                                                                          None

                                                                          Maximum length of 1024 characters

                                                                          Enable Local Static Route

                                                                          Enable local static routes on this Dialed Number Pattern.

                                                                          If Local Static Routes are enabled:

                                                                          • Route to Device - Select the device from the drop down list which contains a list of configured, supported devices. Once a selection is made, the IP Address/Hostname/Server Group Name field is automatically updated with the IP Address of the selected device.

                                                                          • Route to SIP Server Group - Select the device from the drop down list which contains a list of configured, support devices. Once a selection is made, the IP Address/Hostname/Server Group Name field is automatically updated with the IP Address of the selected device.

                                                                          • IP Address/Hostname/Server Group Name - If you have not selected a Route to Device or Route to SIP Server Group, enter the IP address, hostname, or the server group name of the route.

                                                                          Disabled

                                                                          Maximum length of 128 characters

                                                                          Must be a valid IP address, hostname, or fully qualified domain name

                                                                          Enable Send Calls to Originator

                                                                          Enables calls to be sent to originator.

                                                                          Disabled

                                                                          n/a

                                                                          Enable RNA Timeout for Outbound Calls

                                                                          Enables Ring No Answer (RNA) timer for outbound calls.

                                                                          • Timeout - Enter the timeout value in seconds.

                                                                          Disabled

                                                                          none

                                                                          n/a

                                                                          Valid integer in the inclusive range from 5 to 60.

                                                                          Enable Custom Ringtone

                                                                          Enables customized ring tone.

                                                                          • Ringtone media filename - Enter the name of the file that contains the ringtone.

                                                                          Disabled

                                                                          none

                                                                          Maximum length of 256 characters

                                                                          Cannot contain whitespace characters

                                                                          Enable Post Call Survey for Incoming Calls

                                                                          Enables post call survey for incoming calls.

                                                                          • Survey Dialed Number Pattern - Enter the survey dialed number pattern.

                                                                          Disabled

                                                                          none

                                                                          n/a

                                                                          Maximum length of 24 characters

                                                                          Accepts only alphanumeric characters

                                                                          Step 4   Click Save to save changes to the Dialed Number Pattern.

                                                                          You are returned to the Dialed Number Pattern page. To deploy the Dialed Number Pattern configuration, click Deploy to deploy the configuration to all Unified CVP Call Server devices.


                                                                          Find Dialed Number Patterns

                                                                          Procedure

                                                                          To find a Dialed Number Pattern:

                                                                          Procedure
                                                                            Step 1   Select System > Dialed Number Pattern from the Main menu.

                                                                            The Dialed Number Pattern Configuration window opens.

                                                                            Step 2   If the list is long, you can click the first page, previous page, next page, and last page icons on the bottom right of the screen to page through the list. Or, you can enter a page number in the Page field and press enter to go directly to the numbered page.
                                                                            Step 3   You can also filter the list by selecting an attribute such as Dialed Number Pattern Name then selecting a modifier, such as begins with, and entering your search term then clicking Find.
                                                                            Note    The filter is not case-sensitive, and wildcard characters are not allowed.

                                                                            Deploy Dialed Number Pattern

                                                                            You can deploy all configured dialed number patterns to all configured Unified CVP Call Server devices. You will receive an error message if the following occurs:

                                                                            Procedure

                                                                            To deploy Dialed Number Pattern configurations:

                                                                            Procedure
                                                                              Step 1   In the Operations Console select System > Dialed Number Pattern.

                                                                              The Dialed Number Pattern Configuration window opens.

                                                                              Step 2   Select one or more Dialed Number Patterns. Use the check box to the left of the Dialed Number Pattern column header to select all Dialed Number Patterns.
                                                                              Step 3   Click Deploy in the in the bottom right corner of this page to initiate a deployment request to the Unified CVP Call Servers.
                                                                              Note    In the following cases, the Deployment Status displays a warning message:
                                                                              • No Unified CVP Call Server devices are configured

                                                                              • A Dialed Number Pattern deployment is already in progress

                                                                              You will receive a success message if at least one Unified CVP Call Server is configured, using the system-level configuration, and no dialed number pattern deployment task is currently in progress. No restart is required on a successful deployment to each Unified CVP Call Server device.

                                                                              Note    Only one deployment process can run at any given time. If one process is already running, you will not be able to initiate another process and you will receive an error message.

                                                                              A message displays to indicate the successful start of deployment process. The Operations Console saves the Call Server configuration to the Operations Console database and returns to display the new configuration in the list page.


                                                                              View Dialed Number Pattern Deployment Status

                                                                              The Operations Console displays all configured Dialed Number Patterns. If a deployment fails because the Unified CVP Call Server is not accessible (either not deployed or off line) or is not upgraded to the current version, the Operations Console issues a descriptive message.

                                                                              The Dialed Number Pattern Deployment Status page displays the last recorded deployment status per configured Unified CVP Call Server. You may refresh the page, view online help, or go back to the dialed number pattern list page. You may also sort (in alternating ascending and descending order) the Deployment Status table contents by the following column fields: Hostname, IP Address, Device Type Status, or Last Updated.

                                                                              Deployment operations can be time consuming, depending on the number of Unified CVP Call Servers. When either process is running, you can select a status report to view the progress of the last initialized deployment request.


                                                                              Note


                                                                              The Deployment operations are mutually exclusive. Only one deployment process can run at any given time. If one process is already running, you will not be able to initiate another process and you will receive an error message.
                                                                              The following information applies to the Status window:
                                                                              • Unapplied changes (deployment status only) indicate that a Save operation took place since the last deployment operation.

                                                                              • Only one Unified CVP Call Server can be deployed at any given time. The other call servers are either in the queue or in an already successful/failed state.

                                                                              Procedure

                                                                              To view Call Server deployment status:

                                                                              Procedure
                                                                                Step 1   In the Operations Console, select System > Dialed Number Pattern.

                                                                                The Dialed Number Pattern Configuration window opens.

                                                                                Step 2   Select Deployment Status at the bottom right corner of the window.

                                                                                The Operations Console provides status information for Dialed Number Pattern. In case of a failure, the Operations Console provides a reason for the failure.


                                                                                Web Services

                                                                                Unified CVP offers a Web Services-based framework to deliver a common user experience across all Cisco Unified Communications applications for features such as setting preferences, directories, and communication logs; setting serviceability parameters; and collecting, analyzing, and reporting on information necessary to manage and troubleshoot the Cisco Unified Communications solution. This centralized framework enables consistency between Cisco Unified Communications applications and ensures a unified view of common serviceability operations.

                                                                                The Web Services application handles API queries from external clients for CVP diagnostic information.

                                                                                The Operations Console interfaces with the Web Services application in two ways:

                                                                                • Web Services User Management: The Operation Console administrator can configure new Web Services users (users with the Web Services user role type). The Operations Console administrator can also manually push any configured Web Services users using the procedure identified in Set Up Web Services.

                                                                                  When you make Web Services user information changes and when you successfully deploy a device, all Web Services users are automatically pushed to the deployed Unified CVP devices listed below:

                                                                                  • CVP Call Server

                                                                                  • CVP Reporting Server

                                                                                  • CVP VXML Server

                                                                                  • Unified CVP VXML Server (standalone)

                                                                                  • CVP Remote Operations device

                                                                                  External clients may connect to the Web Services application and authenticate themselves with these credentials.

                                                                                • List Application Servers: The Operations Console currently stores configuration details for all devices in the database. The Operations Console writes this information to a device file which the Web Services application uses to reply to queries from external clients.

                                                                                To configure Web Services, see Set Up Web Services.

                                                                                To view deployed Web Services configuration, see View Web Services Deployment Status.

                                                                                Set Up Web Services

                                                                                You can manually deploy configured Web Services users to Unified CVP devices.

                                                                                Procedure

                                                                                To manually deploy Web Services configurations:

                                                                                Procedure
                                                                                  Step 1   Select System > Web Services.

                                                                                  The Web Services Configuration window opens.

                                                                                  Step 2   There is no configuration on the general tab. Optionally, select the Remote Operations Deployment tab to configure remote operations deployment.
                                                                                  Step 3   To associate Unified CVP Remote Operations with a third-party device, on the remote applications deployment tab:

                                                                                  Provide the IP Address and Hostname, and optionally a description, of the third-party device.

                                                                                  Click Add to add the device to the list of devices associated with this Unified CVP deployment's web services.

                                                                                  Note    The third-party device must have CVP Remote Operations installed.
                                                                                  Step 4   Click Save & Deploy in the bottom right corner of this page (or the Save & Deploy button in the toolbar above) to save and deploy the configuration to the impacted devices in the Operations Console database.

                                                                                  See View Web Services Deployment Status for details on viewing the status information.


                                                                                  View Web Services Deployment Status

                                                                                  You can verify the latest deployment status of the Web Services configuration. The deployment status is listed for each Unified CVP device.

                                                                                  Procedure

                                                                                  To view the deployment status of Web Services configurations:

                                                                                  Procedure
                                                                                    Step 1   Select System > Web Services.

                                                                                    The Web Services Configuration window opens.

                                                                                    Step 2   From the toolbar, click Deployment Status.

                                                                                    The Web Services Deployment Status window displays the device IP address and current status.

                                                                                    See View System-Level Operation States for more details on each state.


                                                                                    IOS Setup

                                                                                    The Operations Console supports the ability to configure IOS gateways using templates. Templates are text files that contain the IOS commands required for use in a Unified CVP deployment. You can deploy the configuration defined in the template to a gateway right from the Operations Console. You can also rollback the configuration on the gateway to the point immediately before the template was deployed.


                                                                                    Note


                                                                                    There is only one level of rollback. If you deploy a template (Template A) and then deploy another template (Template B), you can only roll back to Template A.

                                                                                    You can use the included default templates or create custom templates. The templates are text files that can be edited locally and then uploaded to the Operations Console.

                                                                                    The templates contain variables that are placeholders for configuration data. The variables can reference data that is in the Operations Console database as well as reference data that is outside of the Operations Console database, if it is accessible to the Operations Console (such as some portions of the Unified ICM database). The variables are replaced with the actual values of the data when the template is sent to the IOS Gateway.

                                                                                    Templates are located in the following directories on the Operations Console server:

                                                                                    • Default Templates - %CVP_HOME%\OpsConsoleServer\IOSTemplates\default

                                                                                    • Custom Templates - %CVP_HOME%\OpsConsoleServer\IOSTemplates\custom

                                                                                    IOS Configuration consists of :

                                                                                    • Template Management - Add, Delete, Edit, Copy, and View details about templates.

                                                                                    • Template Deployment - preview & deploy, view deployment status, and rollback template deployments.

                                                                                    See Also

                                                                                    IOS Template Format

                                                                                    The IOS template must have a specific format to be accepted by the Operations Console:

                                                                                    • The first line of the template must be a comment that exactly matches the following format:

                                                                                      ! Customer Voice Portal 10.0(1) IOS Template

                                                                                    • The second should be a configure terminal command, such as:

                                                                                      conf t

                                                                                    See View the default templates details for examples of the remaining configuration. With the exception of variables, all of the commands use standard IOS syntax.

                                                                                    The variables that can be used are detailed below:

                                                                                    Component

                                                                                    Variables

                                                                                    CVP Call Server

                                                                                    • %CVP.Device.CallServer.General.IP Address%

                                                                                    • %CVP.Device.CallServer.ICM.Maximum Length of DNIS%

                                                                                    • %CVP.Device.CallServer.ICM.New Call Trunk Group ID%

                                                                                    • %CVP.Device.CallServer.ICM.Pre-routed Call Trunk Group ID%

                                                                                    • %CVP.Device.CallServer.SIP.Outbound SRV Domain Name/Server Group Domain Name (FQDN)%

                                                                                    • %CVP.Device.CallServer.SIP.Outbound Proxy Port%

                                                                                    • %CVP.Device.CallServer.SIP.Port number for Incoming SIP Requests%

                                                                                    • %CVP.Device.CallServer.SIP.DN on the Gateway to play the ringtone%

                                                                                    • %CVP.Device.CallServer.SIP.DN on the Gateway to play the error tone%

                                                                                    • %CVP.Device.CallServer.SIP.Generic Type Descriptor (GTD) Parameter Forwarding%

                                                                                    • %CVP.Device.CallServer.SIP.PrependDigits - Number of Digits to Strip and Prepend%

                                                                                    • %CVP.Device.CallServer.SIP.UDP Retransmission Count%

                                                                                    • %CVP.Device.CallServer.IVR.Media Server Retry Attempts%

                                                                                    • %CVP.Device.CallServer.IVR.IVR Service Timeout%

                                                                                    • %CVP.Device.CallServer.IVR.Call Timeout%

                                                                                    • %CVP.Device.CallServer.IVR.Media Server Timeout%

                                                                                    • %CVP.Device.CallServer.IVR.ASR/TTS Server Retry Attempts%

                                                                                    • %CVP.Device.CallServer.IVR.IVR Service Retry Attempts%

                                                                                    CVP Reporting Server

                                                                                    %CVP.Device.ReportingServer.General.IP Address%

                                                                                    Unified CVP VXML Server

                                                                                    %CVP.Device.VXMLServer.General.IP Address%

                                                                                    Gateway

                                                                                    • %CVP.Device.Gateway.Target.IP Address%

                                                                                    • %CVP.Device.Gateway.Target.Trunk Group ID%

                                                                                    • %CVP.Device.Gateway.Target.Location ID%

                                                                                    SIP Proxy Server

                                                                                    %CVP.Device.SIPProxyServer.General.IP Address%

                                                                                    Speech Server

                                                                                    %CVP.Device.Speech Server.General.IP Address%

                                                                                    Unified Communications Manager

                                                                                    %CVP.Device.Unified CM.General.IP Address%

                                                                                    Media Server

                                                                                    %CVP.Device.Media Server.General.IP Address%

                                                                                    IOS Template Management

                                                                                    You use this page to manage IOS templates.

                                                                                    You can perform the following tasks:

                                                                                    Add New Template

                                                                                    To add a new template:

                                                                                    Procedure
                                                                                      Step 1   Select System > IOS Configuration > IOS Template Management.

                                                                                      The IOS Template Management page opens.

                                                                                      Step 2   From the toolbar, select Add New.

                                                                                      The IOS Template Configuration page opens.

                                                                                      Step 3   Click Browse to browse to a template file on your local computer. Provide a name for the template and an optional description. Click Save to upload the template file to the Operations Console.
                                                                                      Note   

                                                                                      The file you select to upload must be of a valid file format or the upload fails. See IOS Template Format for details on the format required and the variables that you can use in your template.

                                                                                      A message is displayed confirming successful upload if the file is valid.


                                                                                      Delete Templates


                                                                                      Note


                                                                                      You cannot delete default templates. Only custom templates can be deleted.

                                                                                      To delete templates:

                                                                                      Procedure
                                                                                        Step 1   Select System > IOS Configuration > IOS Template Management.

                                                                                        The IOS Template Management page opens.

                                                                                        Step 2   Select the checkboxes next to the templates you want to delete.
                                                                                        Step 3   From the toolbar, select Delete.

                                                                                        A confirmation appears. Select OK to proceed and delete any custom templates selected.


                                                                                        Edit Templates

                                                                                        You can edit templates. You can change the description of any template. You can edit the body of custom templates from within the browser. You cannot edit the body of default templates.

                                                                                        Procedure
                                                                                          Step 1   Select System > IOS Configuration > IOS Template Management.

                                                                                          The IOS Template Management window opens.

                                                                                          Step 2   Select the check box next to the template you want to Edit.
                                                                                          Step 3   From the toolbar, select Edit.

                                                                                          The IOS Template Configuration page appears.

                                                                                          Step 4   Optionally, edit the description field.
                                                                                          Step 5   If this is a custom template, then you can check the Enable template modification check box to allow for editing of the template body. See IOS Template Format for details about template syntax. You can undo any unsaved changes you made to the body by clicking Undo Template Body Changes.
                                                                                          Step 6   Select Save to save the template when you complete your changes.

                                                                                          Copy Templates

                                                                                          You can copy templates to create a new template to which you can make modifications. For instance, it is not possible to edit the body of a default template, however, you can copy a default template and then edit the body of the copy.

                                                                                          Procedure
                                                                                            Step 1   Select System > IOS Configuration > IOS Template Management.

                                                                                            The IOS Template Management window opens.

                                                                                            Step 2   Select the checkbox next to the template that you want to copy
                                                                                            Step 3   From the toolbar, select Copy.

                                                                                            The Copy IOS Template screen opens.

                                                                                            Step 4   Edit the Name and Description for the copy.
                                                                                            Step 5   Optionally, check the box entitled Enable template modification and make changes to the copy. You can also make changes later. See Edit Templates.
                                                                                            Step 6   Select Save to create the copy with the changes you made.

                                                                                            View Template Details

                                                                                            To view the details of a template:

                                                                                            Procedure
                                                                                              Step 1   Select System > IOS Configuration > IOS Template Management.

                                                                                              The IOS Template Management page opens.

                                                                                              Step 2   Select Details in the details column for the template you want to view.

                                                                                              The IOS Template Details page opens.

                                                                                              The name and the template body of the template is displayed. See IOS Template Format for details about template syntax.


                                                                                              IOS Template Deployment

                                                                                              The IOS Template Deployment pages allow you to deploy a gateway configuration template to a gateway. The template provisions the gateway and substitutes any variables in the template with source devices that you choose when you deploy.

                                                                                              From this page you can:

                                                                                              • Preview the body of the template (and validate the template) and deploy to a gateway.

                                                                                              • Check the status of the template deployment.

                                                                                              • Rollback the configuration sent to a gateway to its previous state.

                                                                                              Preview and Deploy Template

                                                                                              To preview (validate) and deploy a template:

                                                                                              Procedure
                                                                                                Step 1   Select System > IOS Configuration > IOS Template Deployment.

                                                                                                The IOS Template Deployment page opens.

                                                                                                Step 2   In the Select Template panel, select the template that you want to deploy.
                                                                                                Step 3   In the Associate Source Device(s) panel, select the devices to be replaced with device variables in the template.
                                                                                                Step 4   In the Associated Gateways panel, deselect any of the gateways that will not receive the template deployment. By default, all gateways are selected.
                                                                                                Step 5   Click Preview and Deploy to validate and preview the template to the selected gateways with the selected settings.

                                                                                                After clicking Preview and Deploy, the script is validated. If there is an error in the script, or there is a variable in the script for which a device is required, but no device was selected from the Associate Source Device(s) panel, then errors are listed on the IOS Template Preview Page. Even if you click Deploy at this point, the template is not deployed, and the status page shows a failure due to an invalid template.

                                                                                                Once the preview screen appears, you can perform one of three actions:

                                                                                                • If the template is valid or invalid, click enable template modification and edit the template on this screen. Click Verify to verify your changes as valid, or click Undo All Changes to revert the template to the way it was before you began editing.

                                                                                                • If the template is valid, click Deploy to deploy the template to the selected gateways,

                                                                                                • If the template is valid, click Save and Deploy to save the template and deploy the template to the selected gateways. If this is an existing custom template, then any changes you made are saved to this custom template. If this is a default template, then the template is copied to a new custom template and saved.


                                                                                                Check Deployment Status

                                                                                                To check the status of a template deployment:

                                                                                                Procedure
                                                                                                  Step 1   Select System > IOS Configuration > IOS Template Deployment.

                                                                                                  The IOS Template Deployment window opens.

                                                                                                  Step 2   From the toolbar, select Deployment Status.

                                                                                                  The IOS Template Deployment - Deployment Status window opens.

                                                                                                  The status page lists information about the attempted deployment. Click on the status message for any deployment for additional details.


                                                                                                  Roll Back Deployment


                                                                                                  Note


                                                                                                  There is only one level of rollback. If you deploy a template (Template A) and then deploy another template (Template B), you can only roll back to Template A.

                                                                                                  To Rollback a deployment:

                                                                                                  Procedure
                                                                                                    Step 1   Select System > IOS Configuration > IOS Template Deployment.

                                                                                                    The IOS Template Deployment window opens.

                                                                                                    Step 2   From the toolbar, click Deployment Status.

                                                                                                    The IOS Template Deployment - Deployment Status window opens.

                                                                                                    Step 3   Check the check box next to the deployment you want to rollback and click Rollback.

                                                                                                    A confirmation dialog opens. Read the warning and click OK to continue the rollback.

                                                                                                    A status message is displayed stating that the rollback is in progress. You can refresh the status page by clicking Refresh to see the status of the rollback.


                                                                                                    Perform Courtesy Callback

                                                                                                    The Courtesy Callback feature is available in Unified CVP. Courtesy Callback reduces the time callers have to wait on hold/in queue. The feature allows the system to offer callers who meet certain criteria, for example, callers with the possibility of being in queue for more than X minutes, the option to be called back by the system when the wait time would be considerably shorter.

                                                                                                    If the caller decides to be called back by the system, then they leave their name and phone number. When the system determines that an agent is available (or will be available soon), then a call is placed back to the caller. The caller must answer the call and indicate that they are the caller. The caller is connected to the agent after a short wait.

                                                                                                    You use this page to identify the required Unified CVP Reporting Server for which Courtesy Callback data will be stored and deploy them to the selected Unified CVP Call Servers. The configured values for Courtesy Callback are stored as cached attributes.

                                                                                                    See Also:

                                                                                                    Procedure

                                                                                                    To configure Courtesy Callback:

                                                                                                    Procedure
                                                                                                      Step 1   Select System > Courtesy Callback.

                                                                                                      The Courtesy Callback Configuration window opens.

                                                                                                      Step 2   Select the required Unified CVP Reporting Server (if configured) from the drop-down list.
                                                                                                      Note   

                                                                                                      If you leave the selection blank, no Reporting Server is associated with the Courtesy Callback deployment.

                                                                                                      Step 3   Optionally, enable the check box (default is disabled) next to the label Enable secure communication with the Courtesy Callback database to secure the communication between the Unified CVP Call Server and Unified CVP Reporting Server used for Courtesy Callback.
                                                                                                      Step 4   In the Dialed Number Configuration section:

                                                                                                      The Dialed Number Configuration of Courtesy Callback allows you to restrict the dialed numbers that callers can enter when they are requesting a callback. For example, it can stop a malicious caller from having Courtesy Callback dial 911. The table below lists the configuration options for the Dialed Number Configuration:

                                                                                                      Field

                                                                                                      Description

                                                                                                      Default

                                                                                                      Allow Unmatched Dialed Numbers

                                                                                                      This checkbox controls whether or not dialed numbers that do not exist in the Allowed Dialed Numbers field can be used for a callback.

                                                                                                      By default, this is unchecked. If no dialed numbers are present in the Allowed Dialed Numbers list box, then Courtesy Callback does not allow any callbacks.

                                                                                                      Unchecked - Callbacks can only be sent to dialed numbers listed in the Allowed Dialed Numbers list.

                                                                                                      Allowed Dialed Numbers

                                                                                                      The list of allowed dialed numbers to which callbacks can be sent. You can use dialed number patterns; for example, 978> allows callbacks to all phone numbers in the area code 978.

                                                                                                      To Add/Remove Dialed Numbers:

                                                                                                      • To Add a number to the list of allowed dialed numbers - Enter the dialed number pattern in the Dialed Number (DN): field and click Add.

                                                                                                      • To remove a number from the list - Highlight the number and click Remove.

                                                                                                      Empty - If Allow Unmatched Dialed Numbers is not checked, and this list remained empty, then no callbacks can be made.

                                                                                                      Denied Dialed Numbers

                                                                                                      The list of denied dialed numbers to which callbacks are never sent. You can use dialed number patterns; for example, 555> allows callbacks to all phone numbers in the area code 555.

                                                                                                      To Add/Remove Dialed Numbers:

                                                                                                      • To Add a number to the list of denied dialed numbers - Enter the dialed number pattern in the Dialed Number (DN): field and click Add.

                                                                                                      • To remove a number from the list - Highlight the number and click Remove.

                                                                                                      Denied numbers takes precedence over allowed numbers.

                                                                                                      • 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" match multiple characters but can only be used as trailing values because they always match all 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 are matched equally by wildcarded patterns in both the Allowed Dialed Numbers and Denied Dialed Numbers lists, precedence is given to the one in the Denied Dialed Numbers list.

                                                                                                      The Denied Dialed Numbers window is prepopulated if your local language is "en-us"(United States, English). Be sure to add any additional numbers you want to deny.

                                                                                                      Maximum Number of Calls Per Calling Number

                                                                                                      The default value is 0, which is equivalent to an unlimited number of callbacks offered per calling number. The maximum value is 1000.

                                                                                                      This setting allows you to limit the number of calls, from the same calling number that are eligible to receive a callback. If this field is set to a positive number (X), then the courtesy callback "Validate" element only allows X callbacks per calling number to go through the "preemptive" exit state at any time. If there are already X callbacks offered for a calling number, new calls go through the "none" exit state of the "Validate" element. In addition, if no calling number is available for a call, the call always goes through the "none" exit state of the "Validate" element.

                                                                                                      0

                                                                                                      Step 5   Click the Call Server Deployment tab to view a list of available call servers and to select a Unified CVP Call Server to associated with Courtesy Callback.
                                                                                                      Step 6   After making the required configuration changes, you have two options to save the configuration:
                                                                                                      • Click Save & Deploy in the bottom right corner of this page (or the Save & Deploy button in the toolbar above) to save the Call Server information and initiate a deployment request to the selected devices.

                                                                                                        See the Viewing the Courtesy Callback Deployment Status section for details on viewing the status information.

                                                                                                      • Click Save to save the configuration to the Operations Console database

                                                                                                        .

                                                                                                      View Courtesy Callback Deployment Status

                                                                                                      You can verify the latest deployment status of the Courtesy Callback configuration using the Unified CVP Operations console. The deployment status is listed for each Unified CVP Call Server.

                                                                                                      Procedure

                                                                                                      To view the deployment status of Courtesy Callback configurations:

                                                                                                      Procedure
                                                                                                        Step 1   Select System > Courtesy Callback.

                                                                                                        The configuration window opens.

                                                                                                        Step 2   From the toolbar, click Deployment Status.

                                                                                                        The Courtesy Callback Deployment Status window displays the device IP address and current status. Note that you can click Refresh to view the latest status.

                                                                                                        In the following cases, the Deployment Status displays a warning message:

                                                                                                        • If you have only saved the configuration details and have not deployed them.

                                                                                                        • If you have edited or deleted an existing configuration and have not deployed the changes.

                                                                                                        • If you changed the call server association.