Cisco Unified Customer Voice Portal (CVP) 7.x Solution Reference Network Design (SRND)
Managing, Monitoring, and Reporting
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Managing, Monitoring, and Reporting

Table Of Contents

Managing, Monitoring, and Reporting

Operations Console: Managing and Monitoring

End-to-End Tracking of Individual Calls: Log Files

Formal Reporting

Backup and Restore

More Information


Managing, Monitoring, and Reporting


Last revised on: April 22, 2009

 

This chapter discusses various types of managing, monitoring, and reporting functions that can be used with Unified CVP. It covers the following areas:

Operations Console: Managing and Monitoring

End-to-End Tracking of Individual Calls: Log Files

Formal Reporting

Operations Console: Managing and Monitoring

The Operations Console has a web-based interface from which you can configure the Unified CVP components in the Unified CVP solution. You can also monitor all components in the Unified CVP solution.

You can manage the following Unified CVP components directly from the Operations Console:

Call Server

Unified CVP VXML Server

Reporting Server

The Operations Console provides web-based interfaces for mapping and summarizing the solution network configuration, setting and displaying configuration information on a batch or per-node basis, and storing local copies of these configurations. The Operations Console also provides the ability to distribute Cisco Unified Call Studio applications to Unified CVP VXML Servers. Finally, the Operations Console provides basic visual indications as to which managed components are functioning properly and which are having problems.

The Operations Console provides access to the following operations:

Troubleshooting

You can use the Support Tools site, which provides the ability to retrieve and process trace logs from most components, plus the ability to set or reset trace levels on these components.

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 that can be delivered to any standard SNMP management station or monitoring tool.

Statistical Monitoring

Unified CVP infrastructure statistics include real-time and interval data on the Java Virtual Machine (JVM), threading, and licensing. You can access these statistics by selecting the Control Center from the System menu and then selecting a device. SNMP statistics can also be used.

Direct administration of individual Cisco IOS-based components

Administrators can select an individual gateway, gatekeeper, or content services switch for direct administration. Secure Shell (SSH) is used for the gateway and gatekeeper, while Telnet is used for the Content Services Switch (CSS).


Note Internally, the Operations Console is occasionally referred to as the OAMP (Operate, Administer, Maintain, Provision). The Operations Console manages individual components through an OAMP Resource Manager (ORM), which is co-located with each managed Unified CVP component. The ORM is invisible to the end-user.


For more information on the Operations Console, see the Operations Console online help.

End-to-End Tracking of Individual Calls: Log Files

When a call arrives at a Unified CVP ingress gateway, Cisco IOS assigns that call (regardless of whether SIP or H.323 is being used) a 36-digit hexadecimal Global Unique Identifier (GUID) that uniquely identifies the call. Unified CVP carries that GUID through all of the components that the call encounters, as follows:

Ingress gateway — shown in Cisco IOS log files

VoiceXML gateway — shown in Cisco IOS log files

Unified CVP components — shown in Unified CVP log files

Unified Intelligent Contact Management Enterprise (ICME) — shown in the Extended Call Context (ECC) variable user.task.id and stored with all Termination Call Detail (TCD) and Route Call Detail (RCD) records

Automatic speech recognition (ASR) and text-to-speech (TTS) servers — shown in logs as the logging tag

Cisco Unified Communications Manager (Unified CM) — appears in the detailed logs

Thus, with proper levels of logging enabled, a call can be traced through all of the above components.

The Unified CVP logs are located in $CVP_HOME\logs. All of the Unified CVP logs roll over at 12:00 AM every night, with the date as part of the filename. The format of the date is yyyy-mm-dd. All of these logs will also roll over when they reach the predefined size limit of 100 MB and will have a number as part of the filename extension. The number indicates which log it was for that day. When the entire logs directory reaches a predefined size, old files are purged as necessary.

For more information on Unified CVP logging, see the Troubleshooting Guide for Cisco Unified Customer Voice Portal, available at

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


Note Although Unified CVP components do not themselves synchronize machine times, customers must provide a cross-component time synchronization mechanism, such as NTP, in order to assure accurate time stamps for logging and reporting.


Formal Reporting

The Unified CVP Reporting Server houses the Reporting Service and hosts an IBM Informix Dynamic Server (IDS) database management system.

The Reporting Service provides historical reporting to a distributed self-service deployment in a call center environment. The system is used to assist call center managers with call activity summary information to manage daily operations. It can also provide operational analysis of various IVR applications.

The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used), and the Unified CVP VXML Server. (To capture the data from the Unified CVP VXML Server in the Unified CVP Reporting Server's database, the Unified CVP VXML Server should be added by using the CVP VXML Server device in the Unified CVP Operations Console Server. Selecting the VXML Server Standalone device option will not capture the Unified CVP Reporting data.) As stated, the Reporting Service is deployed together with an Informix database management system, and it transforms and writes this reporting data into that database. The database schema is prescribed by the Unified CVP product, but the schema is fully published so that customers can develop custom reports based on it.

The Reporting Service does not itself perform database administrative and maintenance activities such as backups or purges. However, Unified CVP provides access to such maintenance tasks through the Operations Console.

There needs to be only one Reporting Server in a deployment. This server does not represent a single point of failure, however, because data safety and security are provided by the database management system, and temporary outages are tolerated due to persistent buffering of information on the source components. However, if more than one Reporting Server is used, be aware of the following restrictions:

Each Call Server can be associated with only one Reporting Server.

Reports cannot span multiple Informix databases.


Note Although Unified CVP components do not themselves synchronize machine times, customers must provide a cross-component time synchronization mechanism, such as NTP, in order to assure accurate time stamps for logging and reporting.


Backup and Restore

Unified CVP utilizes RAID as protection against failure of a single drive in a mirrored pair. However, RAID 10 will not protect against the loss of a site, loss of a machine, or a loss of both mirrored drives.

Unified CVP allows customers, by means of the Operations Console, to schedule daily database backups or to run database backups on-demand. This capability enables the customer to restore the database manually (if needed) to the last backup time, so that the worst-case scenario is losing about 24 hours worth of data.

Database backups are written to the local database server. However, storing backups only on a local machine does not protect the system against server failures or the loss of a site. Cisco recommends that Unified CVP customers copy the backup files to a different machine, preferably at a different location. Customers who choose to do this must assume all security and backup management responsibilities.

Database backups are essentially the same size as the originating database. Due to disk size limitations, Unified CVP can store a maximum of two backups. Customers who wish to store more copies of database backups must copy the backups to another location.

Database restore is not supported through the Operations Console. To restore the Unified CVP database, a customer must manually run the Informix command from a command prompt.

More Information

For more information on Unified CVP reporting, see the Reporting Guide for Cisco Unified Customer Voice Portal, available at

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