The following information applies when configuring the Analyze Call Path for Cisco Unified Communications Manager and Cisco Business Edition 5000:

• Version Support—Unified Analysis Manager supports Release 8.0(1) and above for Cisco Unified Communications Manager and Release 8.0(1) and above for Cisco Business Edition 5000.

• Call Record Repository—For Cisco Unified Communications Manager, use the first node (publisher) as the Call Record Repository with the HTTPS protocol and the default port 8443.

• User Group and Access Permissions— Users should belong to a user group whose role contains read and update permissions required to access Call Records for the following resources:

  • SOAP Call Record APIs

  • SOAP Control Center APIs

  • SOAP Diagnostic Portal Database Service

  • SOAP Log Collection API

  • SOAP Performance Informations APIs

  • SOAP Realtime Informations and Control Center APIs

    Note

    New resources "SOAP Diagnostic Portal Database Service" and "SOAP Call Record APIs" added on an upgrade should not have the read and update permissions by default due to security reasons for existing users. Users need to create or copy the role to custom resources and update the required permissions for above mentioned resources as needed. Refer to Cisco Unified Communications Manager Administration Guide for additional details.

• Configuring NTP—Each product installed in the solution should be configured to point to same set of external NTP clock sources. NTP is required to be configured on all nodes that involve calls for SCT features. For Cisco Unified Communications Manager, use the utils ntp config CLI command to configure NTP.

• Enable Call Record Logging—In Cisco Unified Communications Manager Administration, go to the Service Parameter Configuration window, and choose the Cisco CallManager Service. Enable the CDR Enabled Flag and the CDR Log Calls with Zero Duration Flag parameters. Restart the Cisco CallManager service for change-notification to take effect immediately. Repeat this procedure for all nodes in the Cisco Unified Communications Manager cluster.

  Note	You can verify that flags are set as desired at https://<HOSTNAME:PORT>/ccmadmin/vendorConfigHelp.do

• CDR CAR Loader—Ensure your CDR Analysis and Reporting (CAR) Loader is set to Continuous Loading 24/7. To verify this:

  • Go to the Cisco Unified Serviceability and select Tools > CDR Analysis and Reporting (CAR) page. The CAR page opens in a new browser.

  • Go to System > Scheduler > CDR Load page.

  • Verify if Loader is not disabled and that Continuous Loading 24/7 is enabled. This allows CDR records that are generated from Cisco Unified Communications Manager nodes to be loaded into the CAR database as soon as they arrive to Cisco Unified Communications Manager first node (publisher).

    If call records are not found on the Cisco Unified Communications Manager, it is possible that the CAR Loader failed or is having a delay loading the latest CDR records. If this occurs, go to the CAR System > Database > Manual Purge page and click the Table Information button. Check for the oldest and latest CDR records that are available in the CAR database. If records are not set to the latest date, go to System > Log Screens > Event Log and select CDR Load to check its recent run status to see if there were any Unsuccessful runs. If CDR Load failure is found, collect CAR Scheduler traces to provide to Cisco Support for troubleshooting.

• Raw Call Record Details—For information on Raw Call Record details help for the Cisco Unified Communications Manager, refer to Cisco Unified Communications Manager Call Detail Records Administration Guide.

The following information applies when configuring the Analyze Call Path for Unified CCX:

• Version Support—Unified Analysis Manager supports Unified CCX version 8.0(1) and later.

• Call Record Repository—The Call Record Repository used for Unified CCX is either (or both in the case of a High Availability system) of the Unified CCX nodes. The database is active on both nodes and the data is replicated. The JDBC user is uccxsct and the password is the encrypted version of the TFTP password. The password is typically set by the Unified CCX administrator.

• Default user for adding Unified CCX Call Record Repository—The Informix user for adding (and connecting to) Unified CCX Call Record Repository is: uccxsct. You can reset the default install time password for above user in the Unified CCX Application Administration > Tools > Password Management page. Typically, the Unified CCX administrator will reset to the desired password and pass it on to the Unified Analysis Manager administrator.

• User Group and Access Permissions—Unified CCX does not require any additional user group and access permission to access Call Records. The access permissions of the uccxsct user is set by Unified CCX install for read access to specific tables. No external settings are required.

• Configuring NTP—To configure NTP for Unified CCX, go to OS Administration > Settings > NTP Server.

• Enable Call Record Logging—Unified CCX always generates Call Records by default, so no configuration is required to enable logging of Call Records.

The following information applies when configuring the Analyze Call Path for Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Unified CCE:

• Version Support—Unified Analysis Manager supports Release 8.0(1) and above for Unified ICME and Unified CCE.

• Call Record Repository—The Call Record Repository used for Unified ICME is either AW-HDS-DDS or HDS-DDS. The server used for Unified CCE is HDS/AW Database (port 1433).

• User Group and Access Permissions—For Release 8.0(1), the recommended user group and access permissions that are required to access Call records are the Windows only Authentication for SQL Server. This is done by using the User List tool from the Configuration Manager and creating a user with the right access privileges.

• Configuring NTP—Configuration for Time Synchronization of Unified CCE servers is based on Microsoft Windows Time Services. When setting up the Unified CCE router component, retain the default settings of the "Disable ICM Time Synchronization" box as checked. With the recommended default setting, the time synchronization for Unified CCE servers is provided by the Windows Time Service, which automatically synchronizes the computer's internal clock across the network. The time source for this synchronization varies, depending on whether the computer is in an Active Directory domain or a workgroup. For additional information on setting up Windows Time Service, refer to the Microsoft Windows Time Service Technical Reference documentation at: http://technet.microsoft.com/en-us/library/cc773061(WS.10).aspx.

• Enable Call Record Logging—To check that Call Record logging is enabled, first be sure that the Unified Analysis Manager service on Unified CCE is enabled. Using the web setup, you need to install the AW-HDS-DDS or HDS-DDS servers with Administration and Data Server roles. Once you install these roles using the web setup, the call records are available by default.

• Raw Call Record Details—To find help for the Raw Call Record details, refer to the Schema Help which you can access from the Unified CCE Administration Tool group on either the AW-HDS-DDS or HDS-DDS server. You can also refer to the United CCE Database Schema Handbook for a specific release at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Note

If you are using RTMT to monitor Cisco Unified Contact Center Enterprise, you must open the following file and change the value for ReadTimeout to 360: <RTMT_INSTALLATION_FOLDER_PATH>/conf/rtmt.xml. If you don't change the value, RTMT will not be able to collect OPC logs because RTMT's default timeout value is greater than the time it takes to collect OPC logs.

The following information applies when configuring the Analyze Call Path for Unified CVP:

• Version Support—United Analysis Manager supports Unified CVP Release 8.0(1) and above.

• Call Record Repository—Unified CVP uses the Unified CVP Reporting Server for the Call Record Repository.

• User Group and Access Permissions—Unified CVP uses Unified CVP OAMP to set user group and access permissions required to access Call Records:

  • All users trying to access Unified CVP records from the Unified CVP database need to be created through Unified CVP OAMP.

  • Unified CVP Reporting users need to be granted the Unified CVP Reporting role in Unified CVP OAMP.

  • User passwords may expire if security hardening is installed on the Unified CVP Reporting Server. SNMP monitor displays alerts when this happens.

• Configuring NTP—Configuration for Time Synchronization of the Unified CVP servers is based on Microsoft Windows Time Services. For additional information on setting up Windows Time Service, refer to the Microsoft Windows Time Service Technical Reference documentation at http://technet.microsoft.com/en-us/library/cc773061(WS.10).aspx.

• Enable Call Record Logging—To ensure that Call Record logging is enabled, do the following:

  • Unified CVP Reporting Server is not installed nor configured by default. Customers and Partners will have to install a Unified CVP Reporting Server to use the Analyze Call Path tool with Unified CVP.

  • Unified CVP Database schema needs to be laid down by the Unified CVP_database_config.bat file. This file needs to be run by the user after Unified CVP Reporting Server installation is completed.

  • Once a Unified CVP Reporting Server is installed, it needs to be configured through Unified CVP OAMP and a Unified CVP Call Server needs to be associated with the Unified CVP Reporting Server.

  • Follow the Unified CVP CAG and RPT guidelines for configuring the Unified CVP Reporting Server, Unified CVP VXML Server, and Unified CVP Call Servers.

  • Unified CVP data retention is 30 days, by default. You can customize this value through Unified CVP OAMP. Unless you back up the database, data will be purged at the end of data retention day. Backed up Unified CVP data is not accessible unless it is imported back into the database.

  • Unified CVP VXML Server filters need to be configured on Unified CVP OAMP. Refer to the Unified CVP OAMP guide for configuring these filters.

• Raw Call Record Details—For information relating to Raw Call Record details, refer to the Unified CVP Reporting Guide for version7.0(2).

The following information applies when configuring the Analyze Call Path for Cisco Access Control (ACS) Servers and Cisco IOS Gateways:

• Version Support—Unified Analysis Manager supports ACS Release 5.1.

• Call Record Repository—To assign a Call Record Repository, one of the acs servers can be configured as a "collector" node.

• User Group and Access Permissions—To set user group and access permissions, after the ACS server is installed, in ssh/telnet access, enter acsadmin as the username and default as the password, You will be prompted to change the password.

• Configuring NTP—To configure an NTP server on an ACS server, use cli: ntp server <NTP server IP/host>.

• Enable Web View—Execute the CLI command acs config-web-interface view enable to enable web view. It is disabled by default.

• Cisco IOS gateways as ACS network devices or AAA clients—You need to configure ACS network device to have the correct Radius secret, which is the same secret as the one on the IOS gateway.

  • From acsadmin, access Network Devices Group > Network Devices and AAA clients to add the Cisco IOS gateway as the ACS network device or AAA client.

• For IOS configurations:

  • Use the CLI to configure NTP server: ntp server <NTP server IP/host>

  • Configure Cisco IOS gateway as a Radius client of the ACS server. Sample CLIs are below:

    aaa new-model!
    !
    aaa group server radius acs
    server 172.27.25.110 auth-port 1812 acct-port 1813
    !
    aaa authentication login h323 group acs
    aaa authorization exec h323 group acs
    aaa accounting connection h323 start-stop group acs
    aaa session-id common
    gw-accounting aaa
    radius-server host 172.27.25.110 auth-port 1812 acct-port 1813
    radius-server key cisco
    radius-server vsa send accounting
    radius-server vsa send authentication
    

• Be sure you have local login access to your Cisco IOS gateways.

• Enable Call Record Logging—To check that Call Records logging is enabled:

  • aaa accounting connection h323 start-stop group acs

  • aaa session-id common

  • gw-accounting aaa

  • radius-server host 172.27.25.110 auth-port 1812 acct-port 1813

  • radius-server key cisco

  • radius-server vsa send accounting