Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Configure Core Component Integrated Options
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Configure Core Component Integrated Options

Contents

Configure Core Component Integrated Options

This section provides procedures to configure core component integrated options.

Configure Courtesy Callback

The following diagram shows the components that you must configure for Courtesy Callback.

Figure 1. Courtesy Callback components



Complete the following procedures for Courtesy Callback configurations:

Configure Gateway

Configure the VXML Gateway for Courtesy Callback

Complete the following procedure to configure the VXML gateway for Courtesy Callback:

Procedure
    Step 1   Copy cvp_ccb_vxml.tcl from the Operations Console to the flash memory of the gateway and configure the following:
    1. Select Bulk Administration > File Transfer > Scripts and Media.
    2. In Device Association, select Gateway for Device Type.
    3. Select the required gateway from the Available list.
    4. Click the right arrow icon to move the available gateway to the Selected list.
    5. From the default gateway files, highlight cvp_ccb_vxml.tcl.
    6. Click Transfer.
    Step 2   Add the cvp_cc service to the configuration service cvp_cc flash:cvp_ccb_vxml.tcl.

    This service does not require any parameters.

    Step 3   Enter the following command to load the application:

    call application voice load cvp_cc

    Step 4   On the VoIP dial-peer that defines the VRU from Unified ICM, verify that the codec can be used for recording.

    Example:

    The following example verifies that g711ulaw can be used for recording in Courtesy Callback:

    dial-peer voice 123 voip service bootstrap incoming called-number 123T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad!

    Step 5   Configure the following to ensure that SIP is setup to forward SIP INFO messaging:

    voice service voip signaling forward unconditional

    Step 6   To play the beep to prompt the caller to record their name in the BillingQueue example script add the following text to the configuration:

    vxml version 2.0

    Note   

    Whenever you enable vxml version 2.0 on the gateway, vxml audioerror is off by default. When an audio file cannot be played, error.badfetch will not generate an audio error event.

    To generate an error in the gateway, enable vxmlaudioerror.



    Example:

    The following example uses config terminal mode to add both commands:

    config t

    vxml version 2.0

    vxml audioerror

    exit


    Configure the Ingress Gateway for Courtesy Callback

    Complete the following procedure to configure the ingress gateway for courtesy callback:

    Procedure
      Step 1   Copy surviability.tcl from the Operations Console to the flash memory of the gateway and configure the following:
      1. Choose Bulk Administration > File Transfer > Scripts and Media.
      2. In Device Association, select Gateway for Device Type.
      3. Select the required gateway from the Available list.
      4. Click the right arrow icon to move the available gateway to the Selected list.
      5. From the default gateway files, highlight survivability.tcl.
      6. Click Transfer.
      Step 2   Log onto the ingress gateway.
      Step 3   Add the following to the survivability service:
      param ccb id:<host name or ip of this gateway>;loc:<location name>;trunks:<number of callback trunks>
      • id - A unique identifier for this gateway and is logged to the database to show which gateway processed the original callback request.
      • loc - An arbitrary location name specifying the location of this gateway.
      • Trunks - The number of DS0's reserved for callbacks on this gateway. Limit the number of T1/E1 trunks to enable the system to limit the resources allowed for callbacks.


      Example: The following example shows a basic configuration: service cvp-survivability flash:survivability.tcl param ccb id:10.86.132.177;loc:doclab;trunks:1 !
      Step 4   Create the incoming POTS dial peer, or verify that the survivability service is being used on your incoming POTS dial peer.

      Example: For example, dial-peer voice 978555 pots service cvp-survivability incoming called-number 9785551234 direct-inward-dial!
      Step 5   Create outgoing POTS dial peers for the callbacks. These are the dial peers that place the actual call back out to the PSTN.

      Example: For example, dial-peer voice 978555 pots destination-pattern 978555.... no digit-strip port 0/0/1:23!
      Step 6   Use the following configuration to ensure that SIP is set up to forward SIP INFO messaging:

      voice service voip signaling forward unconditional


      Configure Unified CVP

      Configure the Reporting Server for Courtesy Callback

      A reporting server is required for the Courtesy Callback feature. Complete the following procedure to configure a reporting server for Courtesy Callback:

      Before You Begin

      Install and configure the Reporting Server.

      Procedure
        Step 1   In the Operations Console, select System > Courtesy Callback.

        The Courtesy Callback Configuration page displays.

        Step 2   Choose the General tab.
        Step 3   Click the Unified CVP Reporting Server drop-down, and select the Reporting Server to use for storing Courtesy Callback data.
        Step 4   If required, select Enable secure communication with the Courtesy Callback database.
        Step 5   Configure allowed and disabled dialed numbers.

        These are the numbers that the system should and should not call when it is making a Courtesy Callback to a caller.

        Note   

        Initially, there are no allowed dialed numbers for the Courtesy Callback feature. Allow Unmatched Dialed Numbers is de-selected and, the Allowed Dialed Numbers window is empty.

        Step 6   Adjust the Maximum Number of Calls per Calling Number to the desired number.

        By default, this is set to 0 and no limit is imposed. This setting allows you to limit the number of calls that are eligible to receive a callback from the same calling number.

        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.

        Step 7   Choose the Call Server Deployment tab and move the Call Server you want to use for Courtesy Callbacks from the Available box to the Selected box.
        Step 8   Click Save to save the configuration.

        The configuration becomes active (is deployed) the next time the Reporting Server is restarted.

        Step 9   You can also deploy the new Reporting Server configuration immediately by clicking Save & Deploy.
        Note    If you are updating the Courtesy Callback configuration (for example, changing to a different Reporting Server), perform deployment during a scheduled maintenance period. Otherwise, restarting the Reporting Server could cause the cancellation of currently scheduled Courtesy Callbacks.

        Configure the Call Studio Scripts for Courtesy Callback

        The Courtesy Callback feature is controlled by a combination of Call Studio scripts and ICM scripts. Complete the following procedure to configure the Call Studio scripts:
        Procedure
          Step 1   Access the .zip file from the CVP OAMP machine from the location C:\Cisco\CVP\OPSConsoleServer\StudioDownloads\CourtesyCallbackStudioScripts.zip.
          Step 2   Extract the example Call Studio Courtesy Callback scripts contained in CourtesyCallbackStudioScripts.zip to a folder of your choice on the computer running CallStudio.

          Each folder contains a CallStudio project having the same name as the folder. The five individual project comprise the Courtesy Callback feature.

          Note    Do not modify the scripts CallbackEngine and CallbackQueue.
          Step 3   Modify the scripts BillingQueue, CallbackEntry, and CallbackWait to suit your business needs.
          Step 4   Start Call Studio by selecting Start > Programs > Cisco > Cisco Unified Call Studio.
          Step 5   Select File > Import.

          The Import dialog box displays.

          Step 6   Expand the Call Studio folder and select Existing Call Studio ProjectInto Workspace.
          Step 7   Click Next .

          The Import Call Studio Project From File System displays.

          Step 8   Browse to the location where you extracted the call studio projects. For each of the folders that were unzipped, select the folder (for example BillingQueue) and select Finish.

          The project is imported into Call Studio.

          Step 9   Repeat the action in previous step for each of the five folders.

          The five projects display in the upper-left of the Navigator window.

          Step 10   Update the Default Audio Path URI field in Call Studio to contain the IP address and port value for your media server.
          Step 11   For each of the Call Studio projects previously unzipped, complete the following steps:
          1. Select the project in the Navigator window of Call Studio.
          2. Choose Project > Properties > Call Studio > Audio Settings.
          3. On the Audio Settings window, modify the Default Audio Path URI field to http://<media-server >/en-us/VL/.
          4. Click Apply then click OK.
          Step 12   Under BillingQueue Project, if required, change the music played to the caller while on hold.
          Step 13   Under CallbackEntry Project, if required, modify the caller interaction settings in the SetQueueDefaults node.
          1. In the Call Studio Navigator panel, open the CallBackEntry project and double-click app.callflow to display the application elements in the script window.
          2. Open the Start of Call page of the script using the tab at the bottom of the script display window.
          3. Select the SetQueueDefaults node.
          4. In the Element Configuration panel, choose the Setting tab and modify the default settings as required.
          Step 14   In the CallbackEntry project, on the Wants Callback page, configure the following:
          1. Highlight the Record Name node and choose the Settings tab.
          2. In the Path setting, change the path to the location where you want to store the recorded names of the callers.
          3. Highlight the Add Callback to DBnode.
          4. Change the Recorded name file setting to match the location of the recording folder you created.
          5. Ensure the keepalive type (in seconds) is greater than the length of the queue music being played.

            The default is 120 seconds for the Callback_Set_Queue_Defaults node.

          6. Save the CallbackEntry project.
          7. In the CallbackWait Project, modify values in the CallbackWait application.

            In this application, you can change the IVR interaction that the caller receives at the time of the actual callback. The caller interaction elements in CallbackWait > AskIfCallerReady page may be modified. Save the project after you modify it.

          8. Validate each of the five projects associated with the Courtesy Callback feature and deploy them to your VXML Server.
          Step 15   Right-click each Courtesy Callback project in the Navigator window and select Validate.
          Step 16   Right-click each of the projects and click Deploy, then click Finish.
          Step 17   Using windows explorer, navigate to %CVP_HOME%\VXMLServer\applications.
          Step 18   For each of the five Courtesy Callback applications, open the project's admin folder, in%CVP_Home%\VXMLServer\applications, and double-click deployApp.bat to deploy the application to the VXML Server.
          Step 19   Verify that all the applications are running by going into %CVP_HOME%\VXMLServer\admin and double-clicking status.bat. All five applications should display under Application Name and with the status Running.
          Step 20   Click Deploy.
          Step 21   In the Deploy Destination area, select Archive File and click Browse.
          Step 22   Navigate to the archive folder that you have set up.

          Example:C:\Users\Administrator\Desktop\Sample.
          Step 23   Enter the name of the file.

          Example: For example Samplefile.zip.
          Step 24   Click Save.
          Step 25   In the Deploy Destination area click Finish.
          Step 26   Log in to OAMP and choose Bulk Administration\File Transfer\VXMLApplications.
          Step 27   Select the VXML Server to which you want to deploy the applications.
          Step 28   Select the zip file that contains the applications.

          Example:Samplefile.zip.
          Step 29   Click Transfer.

          Configure the Media Server for Courtesy Callback

          Several Courtesy Callback specific media files are included with the sample scripts for Courtesy Callback. Complete the procedure to configure the Media Server for Courtesy Callback:

          Procedure
            Step 1   During the Unified CVP installation, the media files are copied as: %CVP_HOME%\OPSConsoleServer\CCBDownloads\CCBAudioFiles.zip.
            Step 2   Unzip the special audio files and copy to your media server VXMLServer\Tomcat\webapps\CVP\audio.

            The sample scripts are set up to use the default location "\CVP\audio" for the audio files.

            Step 3   Change the default location of the audio files in the example scripts to be your media server path.

            Configure Unified CCE

            Configure the ICM Script for Courtesy Callback

            Following figure shows the sample Courtesy Callback ICM script.

            Figure 2. Sample Courtesy Callback ICM script



            Complete the following procedure to configure ICM to use the sample Courtesy Callback ICM script:

            Procedure
              Step 1   Copy the ICM example script, CourtesyCallback.ICMS to the ICM Admin Workstation.
              Step 2   On the CVP, install media in \CVP\ICM Downloads.
              Step 3   From the Operations Console in %CVP_HOME%\OPSConsoleServer\ICMDownloads, map the route and skill group to the route and skill group available for courtesy callback.
              Step 4   In Script Editor, select File > Import Script...
              Step 5   In the script location dialog, select the CourtesyCallback.ICMS script and click Open.

              You can bypass the set variable, as the default media server is set in OAMP.

              Step 6   Define a new ECC variable for courtesy callback.

              A new ECC variable is used to determine if a caller is in a queue and can be offered a callback.

              Step 7   Navigate to ICM Admin Workstation > ICM Configuration Manager > Expanded Call VariableList tool to create the ECC Variable user.CourtesyCallbackEnabled specific to Courtesy Callback.
              Step 8   Set up the following parameters that are passed to CallbackEntry (VXML application):

              Example:
              • ToExtVXML[0] =concatenate("application=CallbackEntry",";ewt=",Call.user.microapp.ToExtVXML[0])
              • ToExtVXML[1] = "qname=billing";
              • ToExtVXML[2] = "queueapp=BillingQueue;"
              • ToExtVXML[3] = concatenate("ani=",Call.CallingLineID,";");
              CallbackEntry is the name of the VXML Server application that will be executed:

              ewt is calculated in Block #2.

              qname is the name of the VXML Server queue into which the call will be placed. There must be a unique qname for each unique resource pool queue.

              queueapp is the name of the VXML Server queuing application that will be executed for this queue.

              ani is the caller's calling Line Identifier.

              Step 9   Create Network VRU Scripts.
              Step 10   Navigate to ICM Configuration Manager > Network VRU Script List tool, create the following Interruptible Script Network VRU Scripts.

              Name: VXML_Server_Interruptible

              Network VRU: Select your Type 10 CVP VRU

              VRU Script Name: GS,Server,V,interrupt

              Timeout: 9000 seconds

              Interruptible: Checked

              Step 11   Choose ICM Configuration Manager > Network VRU Script List tool to create the following Non-Interruptible Script Network VRU Scripts.

              Name - VXML_Server_NonInterruptible

              Network VRU - Select your Type 10 CVP VRU

              VRU Script Name - GS,Server,V, nointerrupt

              Timeout - 9000 seconds ( must be greater than the maximum possible call life in Unified CVP)

              Interruptible: Not Checked

              Step 12   Verify that the user.microapp.ToExtVXMLECC variable is set up for an array of five items with a minimum size of 60 characters and the user.microapp.FromExtVXML variable is set up for an array of four with a minimum size of 60 characters.
              Note   

              Verify that you have at least one available route and skill group to map to the route and skillgroup in the example script.

              Step 13   Save the script, then associate the call type and schedule the script.

              Configure Agent Greeting

              To use Agent Greeting, your phone must meet the following requirements:

              • The phones must have the BiB feature.
              • The phones must use the firmware version delivered with Unified CM 8.5(1) or greater. (In most cases phone firmware is upgraded automatically when you upgrade Unified CM installation.)

              Complete the following procedures for Agent Greeting configuration:

              Configure Unified CVP

              Configure FTP Enabled in Server Manager

              Complete the following procedure to configure the FTP enabled in server manager.

              Procedure
                Step 1   Click Roles in the left navigation page of server manager.
                Step 2   Click Add Roles.
                Step 3   Click Next.
                Step 4   Check the checkbox Web Server (IIS) and click Next.
                Step 5   Check the checkbox FTP Server and click Next.
                Step 6   After the successful installation, click Close.
                Step 7   Make sure that the FTP and the IIS share the same root directory, because the recording application writes the file to the media server directory structure, and the greeting playback call uses IIS to fetch the file. The en-us/app directory should be under the same root directory for FTP and IIS.
                Step 8   Create a dedicated directory on the server to store your greeting files.

                This lets you specify a lower cache timeout of 5 minutes for your agent greeting files that does not affect other more static files you may be serving from other directories. By default, the Record Greeting application posts the .wav file to the en-us/app directory under your web/ftp root directory. You may create a dedicated directory such as ag_gr under the en-us/app directory, and then indicate this in the Unified CCE script that invokes the recording application. Use the array for the ECC variable call.user.microapp.ToExtVXML to send the ftpPath parameter to the recording application. Make sure the ECC variable length is long enough, or it may get truncated and fail.

                Step 9   In IIS Manager, set the cache expiration for the dedicated directory to a value that allows re-recorded greetings to replace their predecessor in a reasonable amount of time, while minimizing requests for data to the media server from the VXML Gateway.

                The ideal value varies depending on the number of agents you support and how often they re-record their greetings. Two minutes may be a reasonable starting point.

                Step 10   Find the site you are using, go to the agent greeting folder you created (ag_gr), and then select HTTP Response Headers .
                Step 11   Select Add, then Set Common Headers .

                Configure the Media Server in Unified CVP

                Complete the following procedure to configure the media server in the Unified CVP console:

                Procedure
                  Step 1   Go to Device Management and select Media Server to add the server to the list of Unified CVP Media Servers.
                  Step 2   Select the FTP Enabled option for the server and configure the credentials and port settings as appropriate for the server.

                  These settings allow Unified CVP to write files to the server.

                  Step 3   Click Save.
                  Step 4   Click the Deploy button on the Media Server page to deploy your media servers to your Unified CVP Call Servers.

                  Set Content Expiration in IIS (Windows 2008) in Media

                  Complete the following procedure to set content expiration in IIS on a Windows 2008 Server:

                  Procedure
                    Step 1   Right-click My Computer on the desktop and select Manage.
                    Step 2   Select Server Manager > Roles > Web services (IIS) > Internet Information Services (IIS) Manager.
                    Step 3   Select the default website and navigate to Features View.
                    Step 4   Double-click HTTP Response Headers.
                    Step 5   Under Actions, select Set Common Headers….
                    Step 6   On Set Common HTTP Response Headers, select Enable HTTP keep-alive and Expire Web content and set After 5 minutes.

                    Configure Unified CCE

                    Create Agent Greeting Play Script

                    A dedicated routing script plays the Agent Greeting. This script is invoked by the PlayAgent Greeting dialed number on the specific routing client. You must create the dialed number and associate it with a call type that executes the script.

                    Figure 3.



                    Create Agent Greeting Recording Script

                    The Agent Greeting Recording script lets agents record a greeting. The agent desktop calls the script when an agent clicks the Record Agent Greeting button, prompting the agent to select which greeting to play or record. Create the dialed number RecordAgentGreeting for the specific routing client and associate it with a call type that then executes this script.

                    Figure 4. Agent Greeting recording script



                    Import the Example Agent Greeting Scripts

                    To view or use the example Agent Greeting scripts, you must first import them into the Unified CCE Script. Complete the following procedure to import the example Agent Greeting scripts:

                    Procedure
                      Step 1   Launch Script Editor.
                      Step 2   Select File > Import Script and select a script to import. The scripts are located in the icm\bin directory on the data server (DS) node.
                      Step 3   In addition to importing the script, Script Editor maps imported objects. You must manually create some objects referenced in the example scripts, such as the external Network VRU scripts or the skill group, or change these references to point to existing scripts and skill groups in your system.
                      Step 4   Repeat for the remaining scripts.

                      Configure Unified Communications Manager

                      Configure Whisper Announcement

                      Complete the following procedures for Whisper Announcement configuration:

                      Configure Gateway

                      Configure a dial peer for incoming number 9191919100 and 91919191 as follows:

                      dial-peer voice 919191 voip
                      description CVP SIP ringtone dial-peer
                      service ringtone
                      incoming called-number 9191T
                      voice-class sip rel1xx disable
                      dtmf-relay rtp-nte
                      codec g711ulaw
                      no vad
                      

                      Configure Unified CVP

                      Configure the Whisper Announcement Service Dialed Numbers

                      Unified CVP uses two different dialed numbers for Whisper Announcement:

                      The first number calls the ring tone service that the caller hears while the whisper plays to the agent. The Unified CVP default for this number is 91919191.

                      The second number calls the whisper itself. The Unified CVP default for this number is 9191919100.

                      For Whisper Announcement to work, your dial plan must cover both of these numbers. The easiest way to ensure coverage is through the use of wild cards such as 9191*. However, if you decide to use an exact dialed number match, then you must specify both 91919191 and 9191919100.

                      Configure Unified CCE

                      Create Whisper Announcement Script

                      It is very important to deploy Whisper Announcement with the Call. Whisper Announcement variable and to set .wav file in your Unified CCE routing scripts.

                      Figure 5. Whisper Announcement Script

                      Configure Database Integration

                      Complete the following procedures for Database Integration configuration:

                      Configure Unified CVP

                      Configure VXML Database Element

                      You need to configure Java Database Connectivity (JDBC) for VXML Database Element configuration.

                      Complete the following procedures for JDBC configuration:

                      Install JDBC driver

                      Complete the following procedure to install the JDBC driver:

                      Procedure
                        Step 1   Download the .exe file for Microsoft JDBC Driver for SQL Server

                        Example:1033\sqljdbc_3.0.1301.101_enu.exe
                        Step 2   Run the executable and install the .exe file in the location C:\temp\.
                        Step 3   Copy the file C:\temp\sqljdbc_3.0\enu\sqljdbc4.jar to the Unified CVP VXML servers' folder C:\Cisco\CVP\VXMLServer\Tomcat\common\lib.

                        Add JNDI Context

                        Complete the following procedure to add the Java Naming and Directory Interface (JNDI) context configuration:

                        Procedure
                          Step 1   Go to the context.xml file located at C:\Cisco\CVP\VXMLServer\Tomcat\conf\context.xml file.
                          Step 2   Enter the JNDI name, SQL server address, SQL database name, username and password.

                          The following is an example of the SQL authentication context.xml file:

                          <Context>

                          <WatchedResource>WEB-INF/web.xml</WatchedResource>

                          <Manager pathname="" />

                          <Resource name="jdbc/dblookup"

                          auth="Container"

                          type="javax.sql.DataSource"

                          riverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver"

                          rl="jdbc:sqlserver://<dblookupnode_ipaddress>:1433;databaseName=DBLookup;user=sa;password=sa"

                          >

                          </Context>

                          Step 3   Restart the Tomcat service.

                          Configure VXML Studio Script

                          Complete the following procedure to configure the VXML studio script:

                          Procedure
                            Step 1   Configure the following to create the VXML application with the database element.
                            1. Select single under Type.
                            2. Enter the database lookup name in JNDI Name.
                            3. Query SQL:

                              For example, select AccountNo from AccountInfo where CustomerNo = {CallData.ANI}

                              Where AccountNo - Value to be retrieved

                              AccountInfo - Table name

                              CustomerNo - condition to be queried

                              Data:

                              Create a database element with the following values:

                              Name - AccountNo

                              Value - {Data.Element.Database_01.AccountNo}

                            Step 2   Deploy the script to the local computer or to the remote computer (VXML call server directly) to create CVP Subdialog return element.
                            Step 3   If you saved this to the local machine, copy the whole folder to the following location:

                            <Install dir>:\Cisco\CVP\VXMLServer\applications and deploy it using deployApp windows batch file located inside the admin folder of applications.


                            Create ICM Script

                            Create an ICM script similar to the one shown in the following figure:

                            Figure 6. Sample Script with ICM database Lookup

                            Configure Unified CCE

                            Configure ICM Database Lookup

                            Complete the following procedure to configure ICM Database Lookup.

                            Procedure
                              Step 1   Select Enable Database Routing in Router options to edit Router setup for database lookup changes.
                              Step 2   Configure Database Lookup explorer:
                              1. Click Start > All programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.
                              2. Open Tools > Explorer Tools > Database Lookup Explorer.
                              3. Configure Script Table and Script Table Column as shown in the following example:

                                Script Table:

                                Name: AccountInfo

                                Side A: \\dblookup1\DBLookup.AccountInfo

                                Side B: <Update Side B of database here>

                                Description: <Provide description here>

                                dblookup1 is external database server name, DBLookup is external database name, and AccountInfo is the table name.

                                Script Table Column:

                                Column name: AccountNo

                                Description: <Provide description here>

                              Step 3   Configure the following to change the registry settings in Unified CCE:
                              1. Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems, Inc. > ICM > <Instance Name> > RouterA > Router > CurrentVersion > Configuration > Database registry.

                                Instance Name is the name of the Instance that is configured.

                              2. Set the SQLLogin registry key as shown in the following example:

                                Example:\\dblookup1\DBLookup=(sa,sa)

                              Where DBLookup is the external database name and (sa,sa) are the SQL server authentication.

                              Step 4   Create the ICM script with the database lookup node with the respective table and lookup value.

                              The following figure shows AccountInfo as the table name and Call.CallingLineID as the lookup value.

                              Figure 7. Example ICM Database Look Up


                              Configure Local Trunk

                              Complete the following procedures to configure Local Trunk.

                              The following figure shows the Local Trunk configuration.

                              Figure 8. Local Trunk configuration



                              Configure Unified CVP

                              Complete the following procedure to configure Unified CVP using Operation Console for local trunk:

                              Procedure
                                Step 1   In Device Management > Unified CM > Enable Synchronization for Location, enable synchronization and provide the credentials required to log in.
                                Step 2   Choose System > Location and click Synchronize to retrieve the locations defined on Unified CM (Publisher).
                                Step 3   Choose System > Location and verify that the locations have been synchronized from Unified CM (Publisher).
                                Step 4   Choose Device Management > Gateway and define the Ingress and VXML gateways.
                                Step 5   Choose System > Location and select a location:
                                1. Assign a Site ID and Location ID to the location, and then add the associated gateways to the location.
                                Step 6   Choose System > Location, navigate to Call Server Deployment and select the Call Servers where you want to deploy configuration.
                                Step 7   Click Save and Deploy.
                                Step 8   For the insertion point of the SiteID, use the default location between the Network VRU label and the correlation ID.
                                Step 9   Choose System > Dialed Number Pattern to create static routes to send calls to the branch VXML gateway by appending the site ID to the Network VRU label of Unified CVP routing client.

                                Example: If the Network VRU label in Unified CCE for Unified CVP routing client is 9999331010, then the route in the CVP sends the call originated from a branch1 phone back to a branch1 VXML gateway ( 001 as the sitecode for branch1 ) for queuing. You should also define the routes for ringtone and error to send it to local branch VXML gateway.

                                Configure Unified Communications Manager

                                Complete the following procedures to configure Unified Communications Manager for the Local Trunk.

                                Configure Locations

                                Procedure
                                  Step 1   Before you configure the locations, you will have to add a location. For more information, see Add a Location.
                                  Step 2   After you add a location, assign the required numbers for lines, services, phone types and click Add.

                                  Location gets added and you will receive a message "Request Succeeded".

                                  Step 3   Navigate to Location Administration > Phone Inventory.
                                  1. Click device name of the phones to modify the location.
                                    Note    Ensure that the selected phone device is unregistered.
                                  2. Click Next.
                                  3. Select the target location and click Next.
                                  4. Select appropriate subnet and button template name.
                                  5. Click Move phone.

                                  Verify Application User Roles

                                  Procedure
                                    Step 1   Choose Tools > Control Center > Feature Services from Cisco Unified Serviceability.
                                    Step 2   Start the Cisco AXL Web Service, if it is not started.
                                    Step 3   Choose User Management > Application User from Cisco Unified CM Administration.
                                    Step 4   Check if you have an application user with the role of Standard AXL API Access else create a new application user and add the user to a group that has the role of Standard AXL API Access.

                                    Configure SIP Profile for LBCAC

                                    Procedure
                                      Step 1   Log in to Unified Communications Manager Administration console.
                                      Step 2   Choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to New Trunk Based On > Call-Info Header with the Purpose Equal to x-cisco-origIP

                                      Deploy SIP Trunk for Central Branch

                                      Complete the following procedure to deploy the SIP trunk for local trunk.

                                      Procedure
                                        Step 1   Create a SIP trunk toward the CVP server using Unified Communications Manager.
                                        Step 2   Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk towards the SIP proxy.
                                        Step 3   Associate the new SIP profile with the SIP trunk.
                                        Note    This should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Call Servers.

                                        Deploy SIP Trunk for Local Branches

                                        Complete the following procedure to create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.

                                        Before You Begin
                                        1. Navigate to Network > PBX Devices.
                                        2. Select the appropriate provider.
                                        3. Select the appropriate Unified Communications Manager cluster.
                                        4. Click Load Static Config.
                                        5. Verify that the operation was successful by checking the output on the return screen. When the operation is successful, a time stamp is added to the cluster.
                                        Procedure
                                          Step 1   Navigate to Network > PBX Devices.
                                          Step 2   Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services.
                                          Step 3   Click PBX==>Connection Destination.
                                          Step 4   Click Trunks.
                                          Step 5   Click Add Trunk and choose the following options to create a trunk for the Ingress gateway.
                                          1. Device Name: Enter a name for the trunk.
                                          2. Description: Description of the trunk.
                                          3. Trunk Model Type: Choose ToCUBEE.
                                          4. SIP Profile : Choose the LBCAC specific SIP profile from the menu.
                                          5. Run on Every Node: Enable this option.
                                          6. Destination(s): Fill in a list of IP addresses of the gateways, separated by comma.
                                          Step 6   Click Finish.

                                          Configure Unified Mobile Agent

                                          Configure Unified CCE

                                          Complete the following procedure to configure Mobile Agent in Unified CCE:

                                          Procedure
                                            Step 1   Login to CCDM.
                                            Step 2   In the System Manager under the Tree panel folder, select a folder where you want to create the agent desktop.
                                            Step 3   In the Tree panel folder , click Resource , and click Agent Desktop .
                                            Step 4   Enter unique name of up to 32 characters for the record. This name can use alphanumeric characters, periods, and underscores.
                                            Step 5   Enter the mandatory fields such as Incoming Work mode, Outgoing Work mode, Wrap-up time and other required fields.
                                            Step 6   Ensure to turn on Remote Agent Type and select the type as Nailed Connection Routing.
                                            Step 7   Click Save.

                                            Enable Mobile Agent Option in CTI OS Server

                                            Complete the following procedure to enable Mobile Agent option in CTI OS server:

                                            Procedure
                                              Step 1   Invoke the CTI OS Server setup.
                                              Step 2   In the "Peripheral Identifier' screen, turn on the 'Enable Mobile Agent' option and select 'Nailed Connection' mobile agent mode and Click Next.
                                              Step 3   Perform the above two steps on both sides of CTI OS server.

                                              Configure Unified Communications Manager

                                              Configure CTI Port

                                              Unified Mobile Agent needs two CTI Port pools configured on Unified Communications Domain Manager:

                                              • A local CTI port that Unified Mobile Agent use as the agent's virtual extension.
                                              • A network CTI port that Unified Mobile Agent use to initiate a call to the Mobile Agent's phone.

                                              Complete the following procedure to configure CTI ports in Unified Communications Manager for Unified Mobile Agents through Unified Communications Domain Manager.

                                              Procedure
                                                Step 1   Navigate to Location Administration > Telephony.
                                                Step 2   Select the Customer > Division > Location.
                                                Step 3   Navigate to CTI Management.
                                                Step 4   Choose CTI Ports.
                                                Step 5   Click Add in the top-left-hand pane to create a new CTI port.
                                                Step 6   For Device Name, enter a unique name for the Local CTI Port pool name.

                                                Use the following example format for the device name (LCPxxxxFyyyy):

                                                • LCP identifies the CTI Port as a local device.
                                                • xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                                • yyyy is the local CTI Port.
                                                Step 7   For Description, enter a short description for the Local CTI Port.
                                                Step 8   For Device Pool, select the appropriate device pool from the drop-down list.
                                                Step 9   For User Locale, select auto.
                                                Step 10   Select a unique directory number for the CTI port.
                                                Step 11   For Feature group, select a feature group according to the following guidelines:
                                                • Network needs to reach the Mobile Agent through an international call—Select a feature group that has Outbound calls limitations set to Intl24Hrs-Enhanced.
                                                • Network to Mobile Agent calls will not be international calls—Select a feature group that has Outbound calls limitations set to National24Hrs-Standard-wCC.
                                                Step 12   Click Next.
                                                Step 13   Click Add.
                                                Note   

                                                Ensure that you leave all the fields with default values in this page.

                                                Step 14   Navigate to CTI Management from Location Administration > Telephony to configure the Network CTI Port pool.
                                                Step 15   Choose CTI Ports.
                                                Step 16   Click Add in the top-left-hand pane to create a new CTI port.
                                                Step 17   For Device Name, enter a unique name for the Local CTI Port pool name.

                                                Use the following example format for the device name (RCPxxxxFyyyy):

                                                • RCP identifies the CTI Port as a Network device.
                                                • xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                                • yyyy is the Network CTI Port.
                                                Step 18   For Description, enter a short description for the Network CTI Port pool name.
                                                Step 19   For Device Pool, select the appropriate device pool from the drop-down list.
                                                Step 20   For User Locale, select auto.
                                                Step 21   Select a unique directory number for the CTI port.
                                                Step 22   For Feature group, select a feature group according to the following guidelines:
                                                • Network needs to reach the Mobile Agent via an international call—Select a feature group that has Outbound calls limitations set to Intl24Hrs-Enhanced.
                                                • Network to Mobile Agent calls will not be international calls—Select a feature group that has Outbound calls limitations set to National24Hrs-Standard-wCC.
                                                Step 23   Click Next.
                                                Step 24   Click Add.
                                                Note   

                                                Ensure that you leave all the fields with default values in this page.


                                                Tag CTI Ports as Contact Center Agent Lines

                                                Procedure
                                                  Step 1   Navigate to Location Administration > Telephony.
                                                  Step 2   Select the Customer > Division > Location.
                                                  Step 3   Navigate to CTI Management.
                                                  Step 4   Choose CTI Ports.
                                                  Step 5   Select a port from the list by clicking on the port name.
                                                  Step 6   Find the Contact center agent line field, and check the check box against it.
                                                  Step 7   Click Save.
                                                  Step 8   Repeat the same steps for both LCP and RCP ports.

                                                  Bulk Tagging of Port Pool through Unified Communications Domain Manager

                                                  Procedure
                                                    Step 1   Navigate to Setup Tools > Bulk Load Samples.
                                                    Step 2   Select HCS-G1-Latest > 6 CUCDM810 VS P1 LocationAdmin(Formula Loader)v1 18(VS OPS).
                                                    Step 3   Download and save the file on your local desktop.
                                                    Step 4   Open the file, and delete all other worksheets except Add CTI Devices.
                                                    Note   

                                                    Ensure that you delete # from the Add CTI Devices tab name.

                                                    Step 5   Fill the Add CTI Devices spread sheet with the mandatory fields marked in RED.
                                                    Step 6   Delete # from the columns if any.
                                                    Step 7   Save the spread sheet.
                                                    Step 8   Navigate to General Tools > Bulk Load Tools.
                                                    Step 9   Click Schedule new job.
                                                    Step 10   Click Browse to find the appropriate spreadsheet, and click Submit.
                                                    Step 11   Click the File Name which shows Scheduled.
                                                    Step 12   Click Show Details to verify if the excel sheet was validated successfully.

                                                    Configure Outbound Dialer

                                                    Complete the following procedure to configure Outbound Dialer:

                                                    Configure Gateway


                                                    Note


                                                    CUBE( E) does not support SIP outbound dialer with CPA enabled . If customer wants to use CPA with outbound dialer, then use TDM gateway instead of CUBE(E).
                                                    Procedure
                                                      Step 1   Create a voice encapsulation type with following voip parameters

                                                      Example:
                                                      voice service voip
                                                       no ip address trusted authenticate
                                                       mode border-element
                                                       allow-connections sip to sip
                                                       no supplementary-service sip refer
                                                       supplementary-service media-renegotiate
                                                       redirect ip2ip
                                                       signaling forward none
                                                       fax protocol t38 version 0 ls-redundancy 0 hs-redundancy 0 fallback none
                                                       sip
                                                       header-passing
                                                       error-passthru
                                                       registrar server expires max 600 min 60
                                                       asymmetric payload full
                                                       options-ping 60
                                                       midcall-signaling passthru
                                                       video screening!
                                                      
                                                      Step 2   Create a voice codec class

                                                      Example:
                                                      voice class codec 1
                                                      codec preference 1 g711ulaw
                                                      codec preference 2 g729r8
                                                      
                                                      Step 3   Create dial peer configuration to reach the customer PSTN number.

                                                      Example:
                                                      dial-peer voice 978100 voip
                                                      session protocol sipv2
                                                      incoming called-number <Customer Phone Number Pattern>
                                                      voice-class codec 1
                                                      voice-class sip rel1xx supported "100rel"
                                                      dtmf-relay rtp-nte sip-kpml
                                                      no vad
                                                      
                                                      dial-peer voice 97810 pots
                                                      destination-pattern 97810[1-9]
                                                      port 1/0:23
                                                      forward-digits all
                                                      progress_ind alert enable 8
                                                      Step 4   Create dial peer configuration to reach the agent extension (VOIP)

                                                      Example:
                                                      dial-peer voice 40000 voip
                                                      description ***To CUCM Agent Extension***
                                                      destination-pattern <Agent Extension Pattern to CUCM>
                                                      session protocol sipv2
                                                      session target ipv4:<CUCM IP Address>
                                                      voice-class codec<Codec Preference number>
                                                      voice-class sip rel1xx supported "100rel"
                                                      dtmf-relay rtp-nte
                                                      no vad
                                                      !
                                                      Step 5   Create dial peer configuration to reach CVP

                                                      Example:
                                                      dial-peer voice 99995 voip
                                                      description ******To CVP for IVR OB*****
                                                      destination-pattern 9999500T
                                                      session protocol sipv2
                                                      session target ipv4:10.10.10.10
                                                      codec g711ulaw
                                                      voice-class sip rel1xx supported "100rel"
                                                      dtmf-relay rtp-nte h245-signal h245-alphanumeric
                                                      no vad
                                                      !
                                                      !
                                                      

                                                      Configure Unified CVP

                                                      Add Outbound Configuration to an Existing Unified CVP Call Server

                                                      Complete the following procedure to add Outbound configuration to an existing Unified CVP Call Server.

                                                      Procedure
                                                        Step 1   Go to Unified CVP OAMP server and login to Operations console page.
                                                        Step 2   Click the Device Management tab and open Unified CVP Call Server from the menu.
                                                        Step 3   Open a Call Server and click the ICM tab and add DNIS.

                                                        DNIS number should match with the label configured in the Network VRU Explorer for Outbound in Unified CCE.

                                                        Step 4   Click Save and deploy.
                                                        Step 5   Repeat Step 3 for all Call Servers.

                                                        Configure Unified CCE

                                                        Configure SIP Outbound

                                                        The Dialer, MR PG, and MR PIM are pre-configured with the day one configuration database.

                                                        Procedure
                                                          Step 1   From the Unified CCE Data Server or Unified CCE AW-HDS-DDS, open the configuration tools. Go to Outbound and open the Import Rule tool. Add an import rule.
                                                          Step 2   Open the Query Rule tool, add a query rule, and associate the query rule with the import rule added in the previous step.
                                                          Step 3   Open the Call Type List tool and add two call types; one for agent-based and another for IVR-based campaigns.
                                                          Step 4   Open the Dial Number List tool and add two dialed numbers under MR routing client. Map the dial numbers with the call types created in the previous step (one dial number for each call type).
                                                          Step 5   Open the Skill Group Explorer tool add a skill group under the call manger peripheral. Add a route for this skill group.
                                                          Step 6   Open the Agent Explorer Tool and add an agent. Associate the agent with the skill group created in the previous step.
                                                          Step 7   Open the Campaign tool and add a campaign. Go to the Query Rule tab and associate the campaign with the Query rule created earlier in this procedure. Go to the Skill Group tab and associate the campaign with the skill group created earlier in this procedure. Fill the dialed number field with the dialed number mapped to the agent-based campaign call type created earlier in this procedure. In the Transfer to IVR box, fill in the other dial number. The Number of IVR ports should be 10.
                                                          Step 8   Create an admin script. (See the Outbound Option Guide for information on creating an admin script.)


                                                          Step 9   Add a routing script for agent-based Campaign. (See the Outbound Option Guide for information on adding a routing script.)


                                                          Step 10   Add a routing script for IVR based campaign as shown in the following example.


                                                          Step 11   Configure the following for IVR based Campaign:
                                                          1. Open Network VRU Explorer Tool from Configuration Manager tool. Add a label (label should match with the DNIS value configured in CVP call server) to the existing Network VRU of type 10 and select Media Routing type as "Outbound" from drop down list.
                                                          2. Repeat Step 7 to create campaign and select IVR based in Campaign purpose tab.

                                                          Create Outbound PIM

                                                          Create Outbound PIM for 500 and 1000 Agent Deployment

                                                          To create Outbound PIM for 500 and 1000 Agent Deployment, see Configure Media Routing Peripheral Gateway.

                                                          Install SIP Dialer Using Peripheral Gateway Setup

                                                          Complete this procedure for both Side A and Side B.


                                                          Note


                                                          • For 500 and 1000 agent deployment perform the configurations on Unified CCE Call Server.
                                                          • For 4000 agent deployment perform the configurations on Unified CCE Agent PG.

                                                          Procedure
                                                            Step 1   Select Start > All Programs > Cisco Unified CCE Tools >Peripheral Gateway Setup.
                                                            Step 2   Click Add under Instance Component, then click Outbound Dialer to add the dialer.
                                                            Step 3   On the Outbound Dialer properties page, ensure that the SIP radio button is checked and then click Next.
                                                            Step 4   In the SIP Dialer Name field, type the SIP dialer name exactly as it is configured in the Dialer tool under configuration manager.
                                                            Step 5   In SIP Server Type, ensure that Cisco voice Gateway is selected.
                                                            Step 6   Provide the Outbound gateway IP in the SIP Server field and click Next.
                                                            Step 7   In the Campaign Manager Server field, provide the Unified CCE DataserverA /RoggerA side IP address.
                                                            Step 8   In the CTI Server A field, provide the A side CTIOS server IP Address; in the CTI Server Port A field, enter 42027 as the port number.
                                                            Step 9   In the CTI Server B field, provide the B side CTIOS server IP address; in the CTI Server Port B field, enter 43027 as the port number.
                                                            Step 10   Leave all other field as default and click Next. In the following window that opens, click Next to complete the install.

                                                            Add DNP Host File

                                                            Complete this procedure to add DNP Host file.

                                                            Procedure
                                                              Step 1   In the C drive of the virtual machine where dialer is installed, navigate to \icm\customerInstanceName\Dialer directory.
                                                              Step 2   Modify the DNP Host file for static route mapping.

                                                              The format for a static route is wildcard pattern, IP address or hostname of the Gateway that connects to the dialer, description.

                                                              Example : 7????? (Dial pattern), 10.86.227.144 (gateway ip) , calls to agent extensions

                                                              Note    Repeat these steps for each sub customer Dialer.

                                                              Add Outbound Database Using ICMDBA Tool

                                                              Complete this procedure for Side A only.


                                                              Note


                                                              • For 500 and 1000 agent deployment perform the configurations on Unified CCE Data Server.
                                                              • For other deployment models perform the configurations on Unified CCE Rogger.

                                                              Procedure
                                                                Step 1   Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.
                                                                Step 2   Navigate to Server > Instance >Logger. Right-click on the logger that is installed and choose Create to create the Outbound database.
                                                                Step 3   In the Select Component dialog box, choose the logger you are working on ( Logger A or Logger B). Click OK.
                                                                Step 4   At the prompt "SQL Server is not configured properly. Do you want to configure it now?" Click Yes. On the Configure page, in the "SQL Server Configurations pane check Memory (MB) and Recovery Interval", Click OK.
                                                                Step 5   On the Stop Server page, click Yes to stop the services.
                                                                Step 6   In the Select Outbound Type dialog box, choose Enterprise. Click OK.
                                                                Step 7   In the Create Database dialog box, click Add to open the Add Device dialog box. Click Data. Choose the E drive. Leave the DB size with default value and clickOK to return to the Create Database dialog box.
                                                                Step 8   In the Add Device dialog box, Click Log. Choose the E drive. Leave the log size field with default value. Click OK to return to the Create Database dialog box.
                                                                Step 9   In the Create Database dialog box, click Create; then click Start. When you see the successful creation message, click OK and then click Close.

                                                                Configure Logger

                                                                Procedure
                                                                  Step 1   Launch the Web setup and login.
                                                                  Step 2   Edit the Logger component and enable the outbound option.

                                                                  Configure Unified Communications Manager

                                                                  Complete the following procedure to configure Unified Communications Manager for outbound dialer:

                                                                  Procedure
                                                                    Step 1   Navigate to Network > PBX Devices.
                                                                    Step 2   Click Connectivity against the Unified Communications Manager cluster to be used for the Contact Center services.
                                                                    Step 3   Click PBX==>Connection Destination.
                                                                    Step 4   Click Trunks in the Connection Trunks pane,.
                                                                    Step 5   Click Add Trunk and choose the following options to create a trunk for the Ingress gateway.
                                                                    1. Device Name: Enter a name for the trunk.
                                                                    2. Description: Description of the trunk.
                                                                    3. Trunk Model Type: Choose ToCUBEE.
                                                                    4. SIP Profile: Choose a desired SIP profile from the menu.

                                                                      If you require a custom SIP profile, create one manually in Unified Communications Manager, and import it into Unified Communications Domain Manager.

                                                                    5. Run on Every Node: Enable this option.
                                                                    6. Destination(s): Fill in a list of IP addresses of the gateways, separated by comma.
                                                                    Step 6   Click Finish.


                                                                    Note


                                                                    For more information on outbound dialer, see section Disable Ringback During Transfer to Agent for SIP in the Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1).


                                                                    Configure Post Call Survey

                                                                    Complete the following procedures to configure post call survey:

                                                                    Configure Unified CVP

                                                                    Complete the following procedure to configure Unified CVP.
                                                                    Procedure
                                                                      Step 1   Log in to the Operations Console and choose System > Dialed Number Pattern.
                                                                      Step 2   Enter the following configuration settings to associate incoming dialed numbers with survey numbers:
                                                                      • Dialed Number Pattern - Enter the appropriate dialed number.

                                                                        The incoming Dialed Number for calls being directed to a Post Call Survey Dialed. This is the Dialed Number you want to redirect to the survey.

                                                                      • Enable Post Call Survey for Incoming Calls - Select to enable post call survey for incoming calls.
                                                                      • Survey Dialed Number Pattern - Enter the dialed number of the Post Call Survey. This is the dialed number to which the calls should be transferred to after the normal call flow completes.
                                                                      • Click Save to save the Dialed Number Pattern.
                                                                      Step 3   Click Deploy to deploy the configuration to all Unified CVP Call Server devices.

                                                                      Configure Unified CCE

                                                                      You need not configure Unified CCE to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variable user.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable and re-enable the feature.

                                                                      Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node. This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to initiate a Post Call Survey call, but you can use it to control the feature when the Post Call Survey is configured using the Operations Console.

                                                                      When the DN is mapped in the Operations Console for Post Call Survey, the call automatically transfers to the configured Post Call Survey DN.

                                                                      Complete the following procedure to enable or disable the Post Call Survey:

                                                                      Procedure
                                                                        Step 1   On the Unified ICM Administration Workstation, using configuration manager, select the Expanded Call Variable List tool.
                                                                        Step 2   Create a new ECC Variable with Name:user.microapp.isPostCallSurvey.
                                                                        Step 3   Set Maximum Length to 1.
                                                                        Step 4   Select the Enabled check box then click Save.

                                                                        Configure a-Law Codec

                                                                        Configure the following in Cisco HCS core components to support a-law codec:

                                                                        Configure Gateway

                                                                        To set the codec preference in a dial-peer, modify the following voice class codec:

                                                                        voice class codec 1
                                                                                  codec preference 1 g729r8
                                                                        										codec preference 2 g711alaw

                                                                        Below example is for the gateway Switch leg Dial-peers which uses the codec preferences:

                                                                        dial-peer voice 70021 voip
                                                                                         description Used for Switch leg SIP Direct
                                                                                         preference 1
                                                                                         max-conn 225
                                                                                         destination-pattern xxxx...... # Customer specific destination 
                                                                        	                session protocol sipv2
                                                                                         session target ipv4:###.###.###.### # IP Address for CVP
                                                                                         session transport tcp
                                                                                         voice-class codec 1
                                                                                         voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                         dtmf-relay rtp-nte
                                                                                         no vad

                                                                        To specify the codec explicitly for a dial-peer, modify the following dial-peer:

                                                                        dial-peer voice 919191 voip
                                                                        										description Unified CVP SIP ringtone dial-peer
                                                                                  service ringtone
                                                                        										incoming called-number 9191T
                                                                        										voice-class sip rel1xx disable
                                                                        										dtmf-relay rtp-nte
                                                                        										codec g711alaw
                                                                        										no vad
                                                                        
                                                                        dial-peer voice 929292 voip
                                                                                  description CVP SIP error dial-peer
                                                                                  service cvperror
                                                                                  incoming called-number 9292T
                                                                                  voice-class sip rel1xx disable
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad
                                                                        
                                                                        dial-peer voice 9999 voip
                                                                                  description Used for VRU leg   #Configure VXML leg where the incoming called
                                                                                  service bootstrap
                                                                                  incoming called-number 9999T
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad
                                                                        
                                                                        dial-peer voice 5 voip
                                                                                  description for SIP TTS Media Call
                                                                                  preference 1
                                                                                  session protocol sipv2
                                                                                  session target ipv4: <ASR primary server IP>
                                                                                  destination uri tts
                                                                                  voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad
                                                                        
                                                                        dial-peer voice 6 voip
                                                                                  description for SIP ASR Media Call
                                                                                  preference 1
                                                                                  session protocol sipv2
                                                                                  session target ipv4: <TTS primary server IP>
                                                                                  destination uri asr
                                                                                  voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad
                                                                        
                                                                        dial-peer voice 7 voip
                                                                                  description for SIP TTS Media Call
                                                                                  preference 2
                                                                                  session protocol sipv2
                                                                                  session target ipv4: <ASR secondary server IP>
                                                                                  destination uri tts
                                                                                  voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad
                                                                        
                                                                        dial-peer voice 8 voip
                                                                                  description for SIP ASR Media Call
                                                                                  preference 2
                                                                                  session protocol sipv2
                                                                                  session target ipv4: <TTS secondary server IP>
                                                                                  destination uri asr
                                                                                  voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
                                                                                  dtmf-relay rtp-nte
                                                                                  codec g711alaw
                                                                                  no vad

                                                                        Configure Unified CVP

                                                                        Unified CVP does not require any specific configuration in OAMP.

                                                                        You must convert the following files to A-law:

                                                                        1. C:\inetpub\wwwroot\en-us\app
                                                                        2. C:\inetpub\wwwroot\en-us\app\ag_gr
                                                                        3. C:\inetpub\wwwroot\en-us\sys
                                                                        4. C:\Cisco\CVP\OPSConsoleServer\GWDownloads in OAMP server
                                                                        5. C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio
                                                                        6. C:\inetpub\wwwroot\en-us\VL (optional, applicable only for RSM)

                                                                        Note


                                                                        • After converting the files in the OAMP server, access the Unified CVP OAMP page to upload the newly converted A-law files to the gateway.
                                                                        • If gateways are previously used for u-law, then restart the gateway to clear the u-law files in the gateway cache.

                                                                        Complete the following procedure to convert mu-law audio files to a-law format:

                                                                        Procedure
                                                                          Step 1   Copy the wav file from Unified CVP to your local desktop.
                                                                          Step 2   Go to All programs > Accessories > Entertainment.
                                                                          Step 3   Open the Sound Recorder.
                                                                          Step 4   Select File and click Open.
                                                                          Step 5   Browse for the mu-law audio file and click Open.
                                                                          Step 6   Go to Properties.
                                                                          Step 7   Click Convert Now.
                                                                          Step 8   Select CCITT A-Law from Format.
                                                                          Step 9   Click OK.
                                                                          Step 10   Select Files > Save As and provide a filename.
                                                                          Step 11   Copy the new a-law format file into the following directory of media server:

                                                                          C:\inetpub\wwwroot\en-us\app


                                                                          Enable Recording for Agent Greeting and Courtesy Callback

                                                                          Complete the following procedure to enable recording for Agent Greeting and Courtesy Callback.

                                                                          Procedure
                                                                            Step 1   Open the call studio and go to the callback entry application.
                                                                            Step 2   Double-click app.callflow.
                                                                            Step 3   Go to Record Name element settings and change the File Type to other (default is wav).
                                                                            Step 4   Set the MIME type to audio/x-alaw-basic.
                                                                            Step 5   Set the File extension as wav
                                                                            Step 6   Validate, save, and deploy the application.
                                                                            Step 7   Restart the Unified CVP services.

                                                                            Configure Unified CCE

                                                                            Unified CCE by default supports both the G.711 Codecs. You do not need to change the configuration for Unified CCE.

                                                                            Configure Unified Communications Manager

                                                                            Complete the following procedure to provision Unified Communications Manager through Unified Communications Domain Manager for A-Law codec.

                                                                            Procedure
                                                                              Step 1   Log in to the Unified Communications Domain Manager.
                                                                              Step 2   Navigate to Network > PBX Devices.
                                                                              Step 3   Select the appropriate provider.
                                                                              Step 4   Select the appropriate Unified Communications Manager cluster.
                                                                              Step 5   Click Attributes.
                                                                              Step 6   Search by Attribute Code and search by law.
                                                                              Step 7   Change the current setting to 1 for G711ALawCodecEnabled to enable a-Law.
                                                                              Step 8   Change the current setting to 3 for G711MuLawCodecEnabled to disable mu-Law.
                                                                              Step 9   Click Modify All.