Many of the optional features in Packaged CCE require a Cisco Unified Customer Voice Portal (CVP) media server to store and serve supporting .wav files. This chapter describes how to set up a CVP media server. It also describes expanded call variable settings related to the media server and requirements for accessing a media server in call routing scripts.
The features that require a CVP media server include Agent Greeting, Courtesy Callback, Post-Call Survey, and Whisper Announcement.
Prepare a Media
A media server is
installed by default on each of the four CVP servers in a Packaged CCE
IIS is properly configured and running on the server. It must be listening on
port 80. To validate proper configuration of the media server, launch a browser
from a remote machine that is able to ping the CVP server and attempt to access
and play one of the default media files installed during the CVP installation
http://<cvp_ip>/en-us/app/en_1.wav. If the file is
accessible, the media server is installed correctly.
Microsoft IIS with Unified CVP. This component is automatically installed as
part of the CVP server package installation.
server is accessible to CVP, Unified CCE, and your agent desktops.
Administrative Tools, and then click
Manager hierarchy pane, expand
and then click Web
pane, scroll to the
Services section, and then click
Role Services page of the
Services wizard, expand
Select FTP Service
support ASP.NET membership or IIS Manager authentication for the FTP service,
you need to select
On the Confirm Installation
Results page, click
sites section, click Add
FTP Site. Provide a site name and path to the same location as the http
your desired binding method, and specify to start immediately.
FTP SSL Settings, select
Allow SSL Connections.
Authentication and Authorization
section select the type of authentication required. If using
basic, note the name and password of the account.
authorization; for anonymous select
read and write permissions.
note of your FTP connection information -- connection type, user name,
password, and port number.
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.
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 expanded call variable
call.user.microapp.ToExtVXML to send the ftpPath
parameter to the recording application. Make sure the expanded call variable
length is long enough, or it may get truncated and fail.
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, configure a cache expiration value in IIS Manager. 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.
configure a cache expiration value in IIS Manager:
site you are using, go to the agent greeting folder you created (ag_gr), and
Set Common Headers on Actions panel.
and set the desired value.
What to Do Next
the cache timeout, it is a good idea to clear the cache on the VXML Gateway.
This ensures the gateway requests the latest files from the media server. You
need only clear the gateway cache once. Open a command prompt on the CVP VXML
Gateway, log into IOS, and enter the following command:
The HTTP client
response timeout setting on the gateway must be greater than the time it takes
to complete the largest anticipated FTP file transfer. If an FTP file transfer
takes longer than the configured duration in seconds for HTTP client response
timeout, the FTP transfer completes correctly, but the call drops as soon as
the configured timeout duration is met. To change the HTTP client response
timeout setting, open a command prompt on the CVP VXML Gateway, log into IOS,
and enter the following commands:
response timeout <new value in seconds>
By default, the
HTTP client response timeout value for CVP VXML Gateway is 30 seconds.
Add and Configure Media Servers in CVP
You can add one or more servers to CVP to act as media servers. If you add multiple media servers, note the following:
CVP automatically propagates files that are added to one media server out to all media servers in the list that have FTP enabled. To enable FTP on a media server, use the following procedure.
You can designate one media server as the default. If a default media server is defined, requests for files are automatically sent to that server without your having to specify that server in your routing scripts.
Access the CVP Operations Console by typing https://<OAMP_server_IP>:9443/oamp.
At the CVP Operations Console, select Device Management > Media Server.
Add a server to the list of CVP media servers.
Select FTP Enabled.
Configure the credentials and port settings that will permit CVP to write files to the server using FTP.
Optionally, you can designate one of your media servers as the Default Media Server.
Click the Deploy button to deploy the list of media servers to your CVP Call Servers.
Note: If you deploy the list of media servers and then designate a default, you must redeploy the list.
Reference a Media Server in CCE Scripts
Specify Media Server
in Routing Scripts
When you configure
media servers in CVP, you can specify a default media server. The benefit to
specifying a default media server is that your scripts do not need a Set
Variable node to access the default media server. For this to work, you must
make sure that the files a script requests are stored on the default server.
If you do
not define a default media server, or if you define a default but the files
that your script requires are not stored on the default, then the script must
include a Set Variable node to identify a media server.
To specify a
media server that stores the files required by your script, use the following
settings in the Set Variable node:
Object Type: Call.
Variable: Must use
the user.microapp.media_server expanded call variable.
Value: Specify the
HTTP path to the server. For example:
"http://myserver.mydomain.net." You must enclose the path in
can specify an IP address in place of a hostname.
File Locale and Application Directories in Routing Scripts
CVP uses a default storage
directory for media files:
physical location of the default storage directory is
c:\inetpub\wwwroot\en-us\app. To take advantage of
this, Packaged CCE call routing scripts automatically add
en-us/app to the server name when constructing HTTP
requests for media files. For example:
If the script
node that defines the media server has a value of
The script node
that defines which audio file to play has a value of
The HTTP request
for the file is automatically constructed as
greeting audio files are stored in a different locale directory, you must add a
Set Variable node to your script that identifies the locale directory. As you
must store your greeting files in a dedicated subdirectory under the locale,
you must always add a Set Variable node that identifies that directory.
settings in the Set Variable node to specify your locale directory:
use the user.microapp.locale expanded call variable.
the directory name. For example:
(Portuguese-Brazil). You must enclose the path in quotes.
settings in the Set Variable node to specify your application directory:
use the user.microapp.app_media_lib expanded call variable.
the directory name. For example: to use a directory
place of the default directory
use a sub-directory
You must enclose the path in quotes.
Verify Length for Media Server Locale and Application Directory Variables
If you include Set Variable nodes for the media server, locale, and/or application directories, make sure that the values you set for them do not exceed the Maximum Length settings for their corresponding expanded call variables.
For example, if you include a Set Variable node for the media server with a value of "http://mysubdomain.mydomain.co.uk", the string is 33 characters long. Therefore, the Maximum Length setting for the user.microapp.media_server expanded call variable must be 33 or greater. Otherwise, the server name is truncated in the HTTP request for the file and the file is not found.