Packaged CCE Administration Guide for Release 9.0(x)
Settings
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Settings

Settings

For Packaged CCE, Manage > Settings has two tabs: General and Access.

This section explains the tools on the General tab, which you use to manage these settings: System Information, System Settings, System Deployment, and Agent Trace.

Configure Deployment

Configure Deployment is an option on the Settings menu.

Administrators might access Configure Deployment for these reasons:

  • To review and change deployment type
  • To review Congestion Treatment Mode and call capacity

Fields on this window vary per deployment type.

Deployment Type

This field shows the deployment type that is currently identified with your system. Click the icon to select a different Deployment Type from the drop-down.

There are over a dozen possible deployment types. Each has its own features, capacity, and configuration limits. System deployment type is initially configured by the first administrator who signs in. An administrator can subsequently change the deployment type on this tool.

Important:

Changing deployment type can have significant impact on call processing capacity, configuration limits, and the features and configuration tools you can access. You should fully understand a deployment type change before you proceed.

Congestion Treatment Mode For deployment type Packaged CCE: CCE-PAC-M1, this field shows Terminate with Dialog Fail/RouteEnd.

System Default Label For deployment type Packaged CCE: CCE-PAC-M1, this field is blank.

Capacity This field displays the current value for maximum calls per second for the deployment. For deployment type Packaged CCE: CCE-PAC-M1, this field is set to 8 and cannot be changed.

Deployment Types

These are the deployment types that you can select from the Deployment Type drop-down list.

Deployment Type
Not Specified - This is an initial deployment type when none has been selected.

UCCE 12000 Agents Router/Logger

UCCE 8000 Agents Router/Logger

UCCE 4000 Agents Rogger
UCCE 450 Agents Progger
HCS-CC 4000 Agents
HCS-CC 1000 Agents
HCS-CC 500 Agents
ICM Rogger
ICM Router/Logger
NAM
NAM Rogger
Packaged CCE: CCE-PAC-M1
Packaged CCE: CCE-PAC-M1 Lab Only
IVR-ICM

Capacity Info

Open this tab to see a table with information showing capacity information:

Status The status column shows how your system stands with respect to the capacity limit. The status icons are:
  • Green for 0-75% of capacity.
  • Yellow for 76-95%.
  • Orange for 96-99%.
  • Red when you are at 100%.

Number of Configured ... Shows the name of the object.

At Most Shows the maximum capacity of each configurable object that Packaged CCE allows.

Actual Shows the number of objects currently configured on your system.

% Used Shows the percentage of the maximum represented by your configuration.

The arrow icon at the right of each row opens the page where you can view, add, edit, and delete the objects to maintain the capacity.

System Validation

Packaged CCE has been qualified to operate within certain software specifications.

This display-only tab shows the status of your system with regard to each specification rule, a description of the rule, and the actual value on your system. You can sort all rows in ascending/descending order.

A status icon of red indicates that your system is invalid (it either exceeds or is not set up to satisfy one of these rules). You cannot work in Packaged CCE or access its tools until you correct the underlying software specifications. If your goal is to redeploy an existing system as a Packaged CCE system, this page will assist partners and Cisco Technical Support in bringing your system to a valid state.

Agent Trace

Enabling agent trace allows you to track and report on every state an agent passes through. You might do this if you have concerns about the productivity or performance of one or more agents.

Important:

Enabling trace can impact system performance, as it requires additional network bandwidth and database space. Typically, you use this feature for short-term tracking of specific agents. The system imposes a configuration limit on the number of agents for whom you can enable trace.

Agent Trace is an option on the Settings menu.

Open this tool to view, add, and remove agents for whom agent trace is enabled.

To add trace to an agent:
  1. Click the Add magnifying glass to display Add Agents with Trace Enabled. Use the sort and search features to navigate the list.
  2. Click one or more agent usernames to give them the trace-enabled status.
  3. Close Add Agents with Trace Enabled to return to the list.
  4. Click Save on the List window to confirm the trace status for the agents you added. Click Revert before you save to remove an agent from the Trace Enabled list.
To remove trace from an agent:
  1. On the List of Agents with Trace Enabled window, locate the agent whose trace status you want to remove.
  2. Click x to clear trace status for that agent.
  3. Click Save on the List window to confirm the removal. To cancel, click Revert.

Packaged CCE Logs

You can download two types of Packaged CCE log files from the Unified CCE Administration interface.

System Validation Logs

When you configure your deployment, if either the server or any of the VMs do not meet requirements, you see a message indicating connection problems. This message has a link to a log file. Open this file to see whether the servers are valid and whether all VMs match the deployment profiles.

Sample log file showing summary of invalid results:

VM Validation Results: Wed Aug 20 08:05:36 EDT 2012
Overall: false
Valid Systems: 0 of 1
Summary:
ESX Server: sideB
ESX Server Properties Valid: true
VM Layout Valid: false.

The information at the top of the log is a summary of the results. This log shows that the server is valid but the VM layout is not.

Sample log showing invalid server

This shows that the server does not have the required number of CPU Cores.

Server Result:
Required Version: 5.0.0
Required Min CPU Cores: 20
Required Min Memory (MB): 95000
Required HD(s) (GB): [1392, 1949, 273]
Required Bios <Major version>: C260
Required Vendor: Cisco Systems Inc
Found Version: 5.0.0
Found CPU Cores: 10
Found Memory (MB): 98185
Found HD(s) (GB): [1392, 273, 1949]
Found Bios: C260.1.4.2b.0.102620111637
Found Vendor: Cisco Systems Inc
There are three log entries for invalid VMS:
  • Required Profiles without Matching Virtual Machines This means system does not have VMs present that match our requirements
  • Optional Profiles without Matching Virtual Machines This means that the CVP Reporting profile, which is defined as optional, does not exist on the system. This does not block validation.
  • Virtual Machines without Matching Profiles This means the system has VMs that do not match requirements. They might be extra VMs or incorrectly-configured VMs.

Sample log showing valid VM

Virtual Machines Matching Defined Profiles:
VM: BB-CCE-DataSvr-A
Profile: Unified CCE Data Server
OS: Microsoft Windows Server 2008 R2 (64-bit)
CPU Cores: 4
Reservation: 5100
RAM (MB): 8192
HD(s) (GB): [80, 750]
VMWare Tools Version: 8384

Bulk Job Logs

A log file is generated for each bulk job. The log file is retained until the bulk job is deleted and contains detail of each operation that was executed, as well as a summary indicating if the bulk job completed successfully or had failures.

To open the log:

  1. Open the Bulk Jobs tool.
  2. From the List of Bulk Jobs, click the ID to go to the View Bulk Job page.
  3. Click Log File Download. If the job is still processing, click Download again to the review updates the job progresses. You must authenticate to open or save this file. If your deployment includes two Administration and Data server hosts, Download is disabled if the bulk job was created using Unified CCE Web Administration on a host that is different from the host on which the job is being viewed. Sample log file:
2012-08-03T14:31:05-04:00 - Job created
2012-08-03T14:31:05-04:00 - Job started
2012-08-03T14:31:05-04:00 - Processing line 1: Header
2012-08-03T14:31:05-04:00 - Processing line 2: operation=CREATE, 
agentId=1000, userName=asmith, firstName=Agent, lastName=Smith, 
password=secret, loginEnabled=true, description=Agent Smith, 
agentStateTrace=false,agentDeskSettingsName=Default_Agent_Desk_Settings, 
agentTeamName=robots, skillGroups=sg1;sg2, defaultSkillGroup=sg1, 
attributes=, supervisorUserName=, domainName=, supervisorTeams=
2012-08-03T14:31:06-04:00 - Created /unifiedconfig/config/agentteam/5097
2012-08-03T14:31:08-04:00 - Created /unifiedconfig/config/skillgroup/12867
2012-08-03T14:31:09-04:00 - Created /unifiedconfig/config/skillgroup/12868
2012-08-03T14:31:11-04:00 - Created /unifiedconfig/config/agent/12869
2012-08-03T14:31:11-04:00 - Processing line 3: operation=UPDATE, agentId=, 
userName=neo, firstName=Mister, lastName=Anderson, password=passw0rd, 
loginEnabled=true, description=Neo, agentStateTrace=true,
agentDeskSettingsName=~, agentTeamName=~, skillGroups=, defaultSkillGroup=~,
attributes=kungFu=9;actuallyKnowsKungFu=false, supervisorUserName=neo, 
domainName=foo.com, supervisorTeams=team1;team2
2012-08-03T14:31:11-04:00 - Error processing line 3: agentUserName: The 
specified agent userName does not exist neo.
2012-08-03T14:31:11-04:00 - Processing line 4: operation=UPDATE, 
agentId=1001, userName=, firstName=, lastName=, password=, loginEnabled=, 
description=, agentStateTrace=,agentDeskSettingsName=, agentTeamName=, 
skillGroups=, defaultSkillGroup=, attributes=, supervisorUserName=, 
domainName=, supervisorTeams=
2012-08-03T14:31:11-04:00 - Error processing line 4: agentId: 
The specified agent Id does not exist 1001.
2012-08-03T14:31:11-04:00 - Job partially completed due to errors
2012-08-03T14:31:11-04:00 - 3 lines processed, 1 succeeded, 2 failed
2012-08-03T14:31:11-04:00 - 1 agents created, 2 skill groups created, 
1 agent teams created