Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(1)
Cisco Unified Customer Voice Portal
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Cisco Unified Customer Voice Portal

Cisco Unified Customer Voice Portal

This chapter explains the procedures you must perform to configure the Cisco Unified CVP Call and OAMP servers on Side A and Side B.

Validate Network Card

Procedure
    Step 1   Choose Start and right-click Network.
    Step 2   Select Properties. Then select Change Adapter Settings.
    Step 3   Right-click Local Area Connection and select Properties.
    Step 4   Uncheck Internet Protocol Version 6 (TCP/IPV6).
    Step 5   Check Internet Protocol Version 4 and select Properties.
    Step 6   Confirm the data for Visible IP addresses, Subnet mask, Default gateway and Preferred and alternate DNS servers for the template.
    Step 7   Click OK.

    Configure Unified CVP Call Server Component

    Complete the following procedure to configure the Call Server component for the Unified CVP Servers.

    Procedure
      Step 1   On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
      Step 2   Click Operations Console and log in.
      Step 3   Navigate to Device Management > Unified CVP Call Server.
      Step 4   Click Add New.
      Step 5   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next.
      Step 6   Click the SIP tab:
      1. In the Enable outbound proxy field, select No.
      2. In the Use DNS SRV type query field, select Yes.
      3. Check Resolve SRV records locally.
      Step 7   (Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows:
      1. Enter the IP address or the hostname of the syslog server.

        Example:Prime server
      2. Enter 514 for the port number of the syslog server.
      3. Enter the name of the backup server to which the reporting server writes log messages.
      4. In the Backup server port number field, enter the port number of the backup syslog server.
      Step 8   Click Save & Deploy.
      Step 9   Repeat this procedure for the next three Unified CVP Servers.

      Configure Unified CVP VXML Server Component

      Complete the following procedure to configure the VXML Server component for the Cisco Unified CVP Servers.
      Procedure
        Step 1   In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
        Step 2   Click Add New.
        Step 3   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
        Step 4   Configure the primary and backup CVP Call Servers as follows:
        1. For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
        2. For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
        3. For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
        4. For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
        Step 5   Click Save & Deploy.
        Step 6   Repeat this procedure for all CVP Servers.

        Configure Gateways

        Procedure
          Step 1   In the Unified CVP Operations Console, navigate to Device Management > Gateway.
          Step 2   Click Add New.
          Step 3   On the General tab, configure as follows:
          1. Enter the IP address.
          2. Enter the hostname.
          3. Choose the Device Type.
          4. In the Username and Passwords pane, enter the username, password, and enable password.
          Step 4   Click Save.
          Step 5   Repeat for every gateway.

          Configure Unified CVP Media Server

          Procedure
            Step 1   In the Unified CVP Operations Console, navigate to the Device Management > Media Server.
            Step 2   Click Add New.
            Step 3   On the General tab, configure the following.
            1. Enter the IP address and the hostname of the Unified CVP server.
            2. Check FTP Enabled.
            3. Either Check Anonymous Access or enter the credentials.
            4. Click Test SignIn to validate the FTP access.
            Step 4   Click Save.
            Step 5   Repeat Steps 1 through 4 for all CVP Servers.
            Step 6   Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
            Step 7   Click Deploy.

            Transfer Scripts and Media Files

            Create the notification destination and deploy to all of the Unified CVP devices.
            Procedure
              Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media.
              Step 2   In the Select device type field, select the Gateway.
              Step 3   Move all Gateways to Selected.
              Step 4   Click Default Gateway files.
              Step 5   Click Transfer and select OK at the popup window.
              Step 6   Click File Transfer Status to monitor transfer progress.

              Transfer License Files

              Procedure
                Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Licenses.
                Step 2   Click Browse to choose your license file to upload.
                Step 3   Click Transfer. Then click OK at the message asking if you are sure.
                Step 4   Click File Transfer Status.
                Step 5   Confirm that each of the File Transfers shows "Success" in the Status column.
                Step 6   Navigate to System > Control Center.
                Step 7   Shut down gracefully and then start each of the Call Servers in the list.

                This allows the new licensing to take effect.


                Configure SNMP


                Note


                This is optional. For more information, see Simple Network Management Protocol


                Procedure
                  Step 1   In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
                  Step 2   Click Add New.
                  1. Name the community string.
                  2. Select the Devices tab and assign the SNMP community string to a device.
                  3. Click Save and Deploy.
                  Step 3   Create the notification destination and deploy to all of the Unified CVP devices.
                  1. Navigate to SNMP > V1/V2c > Notification Destination.
                  2. Complete the fields.
                  3. Select the Devices tab and assign the SNMP notification destination to a device.
                  4. Click Save and Deploy.

                  Configure SIP Server Group

                  SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

                  Procedure
                    Step 1   In the Unified CVP Operations Console, navigate to System > SIP Server Group .
                    Step 2   Create a server group for the Cisco Unified Communications Manager devices:
                    1. On the General tab, click Add New.
                    2. Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
                    3. In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node.
                    4. Click Add.
                    5. Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.
                      Note   

                      Do not put the Publisher node in the server group.

                      SIP server group for Communications Manager is not required for SCC deployment as there is no direct SIP trunk created from Communications Manager to CVP in SCC model.

                    The FQDN should match the FQDN configured in the Cluster FQDN setting that will be configured in Enterprise Parameters on the Cisco Unified Communications Manager. See Configure Fully Qualified Domain Name

                    Step 3   Create a server group for the gateway devices:
                    1. On the General tab, click Add New.
                    2. In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com.
                    3. In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
                    4. Click Add.
                    5. Repeat Steps c and d for the gateway. Click Save.

                      Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways.

                    Step 4   Associate these server groups to all Unified CVP Call Servers:
                    1. On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list.
                    2. Click Save and Deploy.

                    Configure Dialed Number Patterns

                    Dialed number patterns are required for:
                    • Agent Device
                    • Network VRU
                    • Ringtone
                    • Error
                    Procedure
                      Step 1   In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
                      Step 2   For each dialed number pattern in the table below:
                      1. Click Add New.
                      2. In the Dialed Number Pattern field, enter the dialed number pattern.
                      3. In the Description field, enter a description for the dialed number pattern.
                      4. In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
                      5. Click Save.
                      Step 3   After you configure all dialed number patterns, click Deploy.
                      Step 4   Click Deployment Status to make sure that you applied the configuration.

                      Dialed number pattern

                      Description

                      Dialed number pattern types

                      91*

                      Ringtone

                      Check Enable Local Static Route.

                      Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                      Check Enable Send Calls to Originator.

                      92*

                      Error

                      Check Enable Local Static Route.

                      Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                      Check Enable Send Calls to Originator.

                      The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to 500999.

                      Agent Device. Not applicable to SCC Deployment model.

                      Check Enable Local Static Route.

                      Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway.

                      Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

                      777*

                      Network VRU Label

                      Check Enable Local Static Route.

                      Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com).

                      Check Enable Send Calls to Originator.


                      Location-Based Call Admission Control