Configuration of CVP LBCAC Queue-at-the-Edge

Introduction

This document describes how to configure Location Base Call Admission Control (LBCAC) on a Cisco Customer Voice Portal (CVP) when the call is queued at the edge and the SIP protocol is used.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• CVP Server
• Cisco Unified Communication Manager (CUCM)
• Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) Deployments

Components Used

The information in this document is based on these software versions:

• CVP Server 9.0, and 10.0
• CUCM 9.0 and 10.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Procedure

These steps provide an example configuration for LBCAC with queue-at-the-edge functionality.

Cisco Unified Communications Manager

On CUCM, configure all branches so that Location and Bandwidth are defined:

Step 1. From CUCM Administration page select  System>Location. Click on Find in order to list the locations and add new ones as appropriate.

Step 2. Verify that a location of Phantom exists. If not, add it.

Note: Unlimited must be unchecked for each branch (the box to the left of the location name); otherwise bandwidth is not deducted for that branch. (The Phantom location has unlimited bandwidth even when unchecked.)

Step 3. For the branch phones, configure each phone so that it is assigned the branch location for that phone.

     a.     Select Device > Phone. Click on Find in order to list the phones.

     b.     Select a phone and set the Location field.

Step 4. Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access.

    a.          From Cisco Unified Servicability, select Tools > Control Center > Feature Services

    b.          Start the Cisco AXL Web Service, if it is not started.

    c.          From Cisco Unified Call Manager (CM)  Administration, select User Management > Application User. Verify you have a user with  the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

Step 5. On the Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location.

Step 6. Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.

Step 7. Create a route pattern pointing the Network VRU Label of the CM routing client to the SIP trunk toward the SIP proxy you created in Step 5.

The SIP proxy must route the Network VRU label of CM routing client to the farm of CVP Call Servers.

Step 8. For any IP-originated calls, the CM route pattern must be associated with the SIP trunk created in Step 8.

Step 9. On the Unified Communications Manager Administration, navigate to  Device -> Device Settings -> SIP Profile  and  select Add New to add a new sip profile.

Step 10. On the new Sip profile, add a name, and navigate to Trunk Specific Configuration -> Reroute Incoming Request to new Trunk based on, and select Call-Info header with the purpose equal to x-cisco-origIP.

Step 11.. Associate the new SIP profile from Step 10 with the trunk defined in Step 5 and each Ingress gateway defined in Step 6.

Cisco Customer Voice Portal

On Unified CVP, using the Operations Console:

Step 1.  In Device Management-> Unified CM, select the CUCM and in the section Enable Synchronization for Location, enable synchronization and provide the credentials required to log in.

Step 2. In System > Location, click Synchronize in order to retrieve the locations defined on Unified CM.

Step 3. Select System > Location and verify that the locations have been synchronized from Unified CM.

Step 4. In Device Management > Gateway, define the Ingress and VXML gateways.

Step 5. Assign IDs. In System > Location, select a location.

      a.    Assign a Site ID and Location ID to the location, then add the associated gateways to the location.

      b.    Repeat for each of the locations.

Step 6. In System > Location, navigate to Call Server Deployment and select the Call Servers where the configuration is to be deployed. Click Save and Deploy.

Step 7. For the insertion point of the SiteID, use the default location between the Network Voice Response Unit (VRU) label and the correlation ID as shown in this  image.

Cisco Unified SIP Proxy (CUSP) Configuration Steps

Step 1. Create static routes to send calls to the branch VXML GW, append the siteId to the Network VRU label of CVP Routing client.

For example, if the Network VRU label in ICM for CVP Routing client is 1111111111, then the route in the proxy will send the call originated from a branch1 phone back to a branch1 VXML GW (001 as the sitecode for branch1) for queuing.

Step 2. Also define the routes for ringtone and error to send them to the local branch VXML gateway.

Step 3. In System > Service Parameters > SIP Proxy Settings, raise the value of Maximum MTU Size to 1800. This change prevents "482-Loop Detected" error on a Requery when there is an LBCAC rejection.