The following table
lists the topics that are new in this chapter or that have changed
significantly from previous releases of this document.
Table 1 New or Changed Information Since the Previous Release of This
New or Revised Topic
Removed content related to Cisco Unified Presence Serve and Content Services Switch.
Unified CVP Operations Console Server management
The Unified CVP Operations Console Server has a web-based
interface (the Operations Console) from which you can configure the Unified CVP
components in the Unified CVP solution. You can also monitor all components in
the Unified CVP solution.
You can manage the following Unified CVP components directly
from the Operations Console:
Unified CVP Call Server
Unified CVP VXML Server
Unified CVP Reporting Server
The Operations Console provides web-based interfaces for
mapping and summarizing the solution network configuration, setting and
displaying configuration information on a batch or per-node basis, and storing
local copies of these configurations. The Operations Console also provides the
ability to distribute Cisco Unified Call Studio applications to Unified CVP
VXML Servers. Finally, the Operations Console provides basic visual indications
as to which managed components are functioning properly and which are having
The Operations Console provides access to the following
You can use any SNMP-standard monitoring tool to get a detailed
visual and tabular representation of the health of the solution network. All
Unified CVP product components and most Unified CVP solution components also
issue SNMP traps and statistics that can be delivered to any standard SNMP
management station or monitoring tool.
Unified CVP infrastructure statistics include real-time and interval
data on the Java Virtual Machine (JVM), threading, and licensing. You can
access these statistics by selecting the Control Center from the System menu
and then selecting a device. SNMP statistics can also be used.
Direct administration of individual Cisco IOS-based components
Administrators can select an individual gateway for direct administration. Secure Shell (SSH) is used
for the gateway.
Internally, the Operations Console is occasionally referred to as the
OAMP (Operate, Administer, Maintain, Provision). The Operations Console manages
individual components through the Unified CVP Resource Manager, which is
co-located with each managed Unified CVP component. The Resource Manager is
invisible to the end-user.
For more information on the Operations Console, see the
Operations Console online help.
When a call arrives at a Unified CVP ingress gateway, Cisco IOS
assigns that call a 36-digit
hexadecimal Global Unique Identifier (GUID) that uniquely identifies the call.
Unified CVP carries that GUID through all of the components that the call
encounters, as follows:
Ingress gateway — shown in Cisco IOS log files
VoiceXML gateway — shown in Cisco IOS log files
Unified CVP components — shown in Unified CVP log files
Unified Intelligent Contact Management Enterprise (ICME) — shown in
the Extended Call Context (ECC) variable user.media.id and stored with all
Termination Call Detail (TCD) and Route Call Detail (RCD) records
Automatic speech recognition (ASR) and text-to-speech (TTS) servers
— shown in logs as the logging tag
Cisco Unified Communications Manager (Unified CM) — appears in the
Thus, with proper levels of logging enabled, a call can be
traced through all of the above components.
The Unified CVP logs are located in $CVP_HOME\logs. All of the
Unified CVP logs roll over at 12:00 AM every night, with the date as part of
the filename. The format of the date is yyyy-mm-dd. All of these logs will also
roll over when they reach the predefined size limit of 100 MB and will have a
number as part of the filename extension. The number indicates which log it was
for that day. When the entire logs directory reaches a predefined size, old
files are purged as necessary.
For more information on Unified CVP logging, see the
Troubleshooting Guide for Cisco Unified Customer Voice
Portal, available at:
Although Unified CVP components do not themselves synchronize machine
times, customers must provide a cross-component time synchronization mechanism,
such as NTP, in order to assure accurate time stamps for logging and reporting.
The Unified CVP Reporting Server houses the Reporting Service and hosts an IBM Informix Dynamic Server (IDS) database management system.
The Reporting Service provides historical reporting to a distributed self-service deployment in a call center environment. The system is used to assist call center managers with call activity summary information to manage daily operations. It can also provide operational analysis of various IVR applications.
The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used), and the Unified CVP VXML Server. (To capture the data from the Unified CVP VXML Server in the Unified CVP Reporting Server's database, the Unified CVP VXML Server should be added by using the CVP VXML Server device in the Unified CVP Operations Console Server (Operations Console). Selecting the VXML Server Standalone device option will not capture the Unified CVP Reporting data.) As stated, the Reporting Service is deployed together with an Informix database management system, and it transforms and writes this reporting data into that database. The database schema is prescribed by the Unified CVP product, but the schema is fully published so that customers can develop custom reports based on it.
The Reporting Service does not itself perform database administrative and maintenance activities such as backups or purges. However, Unified CVP provides access to such maintenance tasks through the Operations Console.
A single Reporting Server may be used in a deployment. If a single Reporting Server is used, it does not necessary represent a single point of failure, because data safety and security are provided by the database management system, and temporary outages are tolerated due to persistent buffering of information on the source components.
If more than one Reporting Server is used, be aware of the following restrictions:
Each Unified CVP Call Server can be associated with only one Unified CVP Reporting Server.
Reports cannot span multiple Informix databases.
Although Unified CVP components do not themselves synchronize machine times, customers must provide a cross-component time synchronization mechanism, such as NTP, in order to assure accurate time stamps for logging and reporting.
For reporting requirements related to the Courtesy Callback feature,
The following is the list of features introduced in Unified CVP
for the Unified CVP Reporting server (Reporting Server).
Use the Reporting server to integrate with Cisco Unified
Intelligence Center (Unified IC), enabling you can run user friendly custom
reports in the Unified IC environment. Unified IC templates are shipped with
all Unified CVP installations. These templates provide examples to report
against Call, Application, Callback, and Trunk Grout Utilization structures.
The Reporting Server provides increased data retention times by
increasing the database space requirements:
Size for Unified CVP Release 8.0(1) and Above
For Unified CVP Release 9.0 (1), the 2GB option for database size is not supported for production.
All database backup files are compressed and stored on the Reporting
Server. The backup file is called cvp_backup_data.gz and is stored on the
%INFORMIXBACKUP% drive in a folder named cvp_db_backup.
Using the new System CLI, you can make the request to list log files
on the Reporting Server (show log). This request includes the Informix
Database Server Engine logs. The
show tech-support command also includes these files.
Debug can now be turned on (or off) from within the System CLI with
the debug level 3 (or 0) command. When on, this command generates trace files
for all administrative procedures, Purge, Statistics and Aggregator. Care
should be taken when turning this on because the trace files place an elevated
burden on the database.
Log data for administrative procedures are now written on a nightly
basis to the %CVP_HOME%\logs folder.
All StartDateTime, EndDateTime and EventDateTime values are stored
as UTC in the various Reporting Server tables.
The Reporting Server supports the Analysis Manager tool by allowing
Analysis Manager to query the Reporting Server as long as the user is
authenticated. This user would typically be the cvp_dbuser login.
Transfer Type data and Transfer Labels for SIP call events
are now stored in the call event table.
There is a data aggregator, which aggregates Unified CVP data in
fifteen minute increments. Cisco Unified Intelligence Center templates are
created to capture this information. Call data is summarized at 15 minute,
daily, and weekly intervals. Dominant Path information is summarized at the
same intervals. These summaries are stored in the call_15, call_daily,
call_weekly, applicationsummary_15, applicationsummary_daily, and
applicationsummary_weekly tables. Call data is summarized into the Call_*
structure, while an aggregate of each element invoked by each application is
stored in the ApplicationSummary_* structures.
Summary purge results are now logged in the log table.
Three new scheduled tasks have been added to the Reporting Server
CVPSummary, which builds summary tables.
CVPCallArchive, which archives Callback data to maintain
callback database performance.
CVPLogDump, which extracts the administrative logs on a nightly
All metadata for administrative processes has been moved into a new
Ciscoadmin database. This removes the tables from normal view of reporting
Unified CVP utilizes RAID as protection against failure of a
single drive in a mirrored pair. However, RAID 10 does not protect against the
loss of a site, loss of a machine, or a loss of both mirrored drives.
Unified CVP allows, by means of the Operations
Console, to schedule daily database backups or to run database backups
on-demand. This capability enables restore to database
manually (if needed) to the last backup time, so that the worst-case scenario
is losing about 24 hours worth of data.
Database backups are written to the local database server.
However, storing backups only on a local machine does not protect the system
against server failures or the loss of a site. Cisco recommends that you copy the backup Unified CVP files to a different machine, preferably at a
different location. You must assume all security
and backup management responsibilities.
Backups are compressed and stored on disk. During a backup,
the oldest of two backups is removed and replaced with the most recent backup
while a new backup is made. In the event of a hardware failure during a backup
which results in a bad backup image, the older backup image can be used to
replace the failed backup image. Retention of older backups is beyond the scope
of the Unified CVP Reporting Server and should be managed by the customer.
In Cisco Unified CVP, there is a supported script to perform a database restore.
There are two reasons why you would want to restore a backup image. The first would be in the event that older data on a backup image needs to be recovered. The second reason would be the case of a machine that has been rebuilt after a hardware failure, where you would want to recover as much data as possible.
Although it is possible to restore a backup image from one reporting server to another, such a restoration is not supported with the CVP restore process.
The restore process in CVP is as follows:
Command or Action
Stop the CallServer process (Reporting Server).
Execute the script: %CVP_Home%\bin\cvprestore.bat
Restart the CallServer Process.
For more information on Unified CVP reporting, see the
Reporting Guide for Cisco Unified Customer Voice Portal,
Unified CVP infrastructure includes the Web Services Manager, a services layer that supports a Diagnostic Portal API.
The following features are supported by the Unified CVP Infrastructure:
Diagnostic Portal API service support by the WebServices Manager.
Unified System Command Line Interface (Unified System CLI) - A client tool that supports the diagnostic portal API and other APIs for collecting diagnostic data.
Common Licensing for all CVP components (VXML Server, Call Server, Reporting Server, and Call Studio all support FlexLM)
30 ports with 30 day expiration for Call Server and VXML Server evaluation licenses
10,000 database writes for Reporting Server evaluation licenses
Licenses are only valid if the new license feature, CVP_SOFTWARE, is added. This new feature will be used to ensure that you have the right to run the current version of CVP
Serviceability Across Products.
Enhanced Log & Trace messages
The CVP WebServices Manager (WSM) is a new component that is installed automatically on all Unified CVP Servers, including Remote Operations Manager (ROM) only installations. WSM interacts with various subsystems and infrastructure handlers, consolidates the response, and publishes an xml response. WSM supports secure authentication and data encryption on each of the interfaces.
The Web Service Manager supports all diagnostic (health and
status) requests from the new Analysis Manager. Analysis Manager provides end
users a common interface for collecting health and status information for all
devices in its network topology. If Unified CVP is configured as a part of the
solution, you can leverage the WSM through the Analysis Manager to collect
diagnostic details like server map, version information, licenses,
configuration, components, logs, traces, performance factors, platform
information for each CVP Device on a component and sub-component level. Users
can set/reset debug levels using the Analysis Manager on a component and
The Analysis Manager is part of UCM RTMT tool.
A new user with username wsmadmin is created during
installation with the same password as the Unified CVP Operations Console
Server administrator user. Use wsmadmin to control access to the diagnostic
When an issue arises in Unified CVP operation, you can use the System CLI tool to collect data to be reviewed by Cisco engineers. For example, you can use the System CLI if you suspect a call is not handled correctly. In this case you would use the show tech-support command to collect data and send the data to Cisco support.
Important features of the Unified System CLI:
It is automatically installed on all Unified CVP servers as part of the infrastructure; there is no additional installation required on any Unified CVP server.
Every Unified CVP server is also aware of at least one seed device (the Unified CVP Operations Console server). Your entire solution topology is automatically retrieved from the Operations Console on any Unified CVP box by using System mode. There is no additional configuration needed for System mode.
The Unified System CLI uses a consistent command across multiple products and servers.
The Unified System CLI can be executed as a Windows scheduled job.
Figure 2. High-level commands for Unified System CLI. The following diagram summaries the high-level commands for the Unified System CLI and shows the devices and Unified Cisco products of which it interacts .
Unified System CLI modes of operation
The Unified System CLI can operate interactively in two modes:
In the local mode, the Unified System CLI only interacts with a
single device. For example, the
show version command shows only the version for a single
In the System mode, the Unified System CLI automatically detects
the Unified CVP Operations Console (which acts as a seed device for the CLI)
and then interacts with all of the devices in the device list in the Operations
Console to extract the solution topology automatically.
In this mode, the
show version command shows the version information for all
devices in the device list.
All of the commands available in local mode for a single device
are available in system mode.
The command syntax remains the same in system mode.
There are additional options to limit the system command option
to certain device group, device type, or list of servers.
In addition to the interactive user interface, the Unified
System CLI can be used as a batch command. This feature allows the System CLI
to be used in scheduled jobs.
Unified System CLI FAQ
Q1Does Unified System CLI affect the performance of a the
device(s) it queries?
Unified System CLI runs at a low priority; it uses
idle CPU time on the System. It should not affect
call processing even if executed on a system running under load.
The response time from the given CLI command varies depending on the load of the system and the server response time. The response
time when there in no running load should be below 5 seconds for each server
for simple operations like
show debug, and
show perf. The response time when there is no running load
show platform should be below 10 seconds for each server.
However, the response time cannot be determined for
commands such as
show all, and
show tech-support. The response for these commands can
vary depending on the data being transferred by the server.
Can I redirect the output of a Unified System CLI command to a
Yes. Just specify the path to the network drive.
Can I filter and include multiple components and devices?
Yes. Use the component and subcomponent options to filter
components and subcomponents and use the server option to filter devices. You
may use" |
"symbol to select multiple components or subcomponents or
devices. For example: