Cisco VVB Configuration

Configure Cisco VVB on Unified CVP

For detailed instructions on how to configure Cisco VVB on Unified CVP, see Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.


Note

After successfully adding Cisco VVB on Unified CVP, ensure to restart Operations Console service and Web Services Manager service.


Note

Cisco VVB does not support clustering. Therefore, you may ignore any message on the Cisco VVB Admin UI/CLI that refers to cluster, publisher, subscriber, etc.

Configure Cisco VVB Call Flow

Cisco VVB provides the standard list of scripts that require you to configure for the Unified CVP call flow to work. The primary steps are to create application and assign corresponding SIP trigger.

Log in to Cisco VVB Administration Console and follow these tasks:

Procedure

Step 1

Create an application to define the call flow through the scripts.

To configure standalone application, see Configure Cisco VVB Settings for Standalone Call Flow Model.

To configure comprehensive and ringtone application, see Configure Cisco VVB Settings for Comprehensive Call Flow Model.

To configure error application, see Configure Error Application.

Step 2

Create triggers to invoke an application using the incoming directory number.

To configure the trigger, see Configure SIP Triggers.

Step 3

Cisco VVB can play recorded audio prompts and detect DTMF tones. To recognize speech and play text, configure Automatic Speech Recognition (ASR) and Text-To-Speech (TTS).

To configure ASR and TTS, see Configure Speech Servers.

Step 4

Manage prompt files to add custom ringtone for comprehensive call flow or to use custom prompts.

To configure and manage prompts, see Configure Prompt Management.

Configure Cisco VVB Settings for Standalone Call Flow Model

Procedure

Step 1

From Cisco VVB Administration menu bar, choose Applications > Application Management.

Step 2

Click the Add New icon that is displayed in the toolbar in the upper left corner of the window or the Add New button that is displayed at the bottom of the window.

Step 3

Type the application name in the Name field.

The Maximum Number of Sessions field is prepopulated based on the OVA profile. You can edit this field.

Note

 

This number must not exceed the maximum number of ports supported for Cisco VVB profile. For more information, see Virtualization for Cisco Virtualized Voice Browser available at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-virtualized-voice-browser.html.

Step 4

Select the SelfService.aef script from the drop-down list for a standalone application.

The following table describes the parameters:

Parameter

Description

Default

Base Type

Application Name

Application name that is present on the VXML server. Mandatory field to enter.

"HelloWorld"

Alphanumeric

Port

Port on which the VXML server or load balancer is running.

Note

 

Ports 7000/7443 must be configured for interworking with CVP Release 11.5 and later. For earlier versions of CVP, configure ports 8000/8443.

"7000"

Numeric

PrimaryVXMLServer

VXML server or load balancer IP address.

""

Alphanumeric

BackupVXMLServer

VXML server backup server IP address.

""

Alphanumeric

Secured

If enabled, HTTPS is used while fetching VXML application from Unified CVP. By default it is not enabled.

Note

 
If you have enabled secure communication, then ensure to:

  1. Change the port number in the above field to 7443.

  2. Upload the relevant certificate. To upload certificate, see Upload certificate or certificate trust list topic in Cisco Unified Communications Operating System Administration Guide.

  3. Restart Tomcat server and Engine from command line.

false

Boolean

Step 5

Use the Tab key to automatically populate the Description field.

Step 6

Enable the application by selecting the radio button. You can choose to disable the application to retain the configurations for later use.

Step 7

Click Add.

The Cisco Script Application page refreshes and the Add New Trigger hyperlink appears in the left navigation bar. The following message is displayed in the status bar on top:

The operation has been executed successfully.

Step 8

Create a trigger using the Add New Trigger hyperlink or follow the procedure Configure SIP Triggers.

Configure Cisco VVB Settings for Comprehensive Call Flow Model

This topic provides information about comprehensive and ringtone applications.


Note

Cisco VVB is prepopulated with comprehensive application (also called bootstrap) and the ringtone application.

To create a custom comprehensive (CVP/VRU comprehensive) or ringtone application, follow the steps:

Procedure

Step 1

From Cisco VVB Administration menu bar, choose Applications > Application Management.

Step 2

Click Add New.

Step 3

(Mandatory) Type the application name in the Name field.

Step 4

The Maximum Number of Sessions field is prepopulated based on the OVA profile. You can edit this field.

Note

 

This number must not exceed the maximum number of ports supported for Cisco VVB profile. For more information, see Virtualization for Cisco Virtualized Voice Browser available at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-virtualized-voice-browser.html.

Step 5

Select the script from the drop-down list.

The following scripts are provided for comprehensive call flow:

  • CVPComprehensive.aef (bootstrap)

  • Ringtone.aef

The following table describes the parameters:

Parameter

Description

Default

Base Type

Secured

If enabled, HTTPS is used while fetching VXML application from Unified CVP. By default, it is not enabled.

Note

 
If you have enabled secure communication, then ensure to:

  1. Upload the relevant certificate. To upload certificate, see Upload certificate or certificate trust list topic in Cisco Unified Communications Operating System Administration Guide.

  2. Restart Tomcat server and Engine from command line.

    If you are using a coresident VXML and Call Server, use CA-signed certificate.
false

Boolean

Sigdigit

Enable this parameter to use Significant Digits feature. Enter the number of digits that are used as sigdigit. When Cisco VVB receives the call, the CVP comprehensive service is configured to strip the digits. When the IVR leg of the call is set up, the original label is used on the incoming VoiceXML request.

0

Numeric

Step 6

Use the Tab key to automatically populate the Description field.

Step 7

Enable the application by selecting the radio button. You can choose to disable the application to retain the configurations for later use.

Step 8

Click Add.

The Cisco Script Application page refreshes and the Add New Trigger hyperlink appears in the left navigation bar. The following message is displayed in the status bar on top:

The operation has been executed successfully.

Step 9

Create a trigger using the Add New Trigger hyperlink or follow the procedure Configure SIP Triggers.

Configure Cisco VVB Settings for VRU-Only Call Flow Model

This topic provides information to create VRU-Only applications.

Use the VRUComprehensive.aef script if your CVP implementation needs to support non-reference VRU call flows or VRU-Only call flows. For more details on non-reference call flows, see Solution Design Guide for Cisco Unified Contact Center Enterprise.

To support the comprehensive call flow in addition to the non-reference VRU call flows, add relevant options to this script. The CVPComprehensive script must not be separately configured to handle a mixed implementation.

To create a VRU-Only application, follow the steps:

Procedure

Step 1

From Cisco VVB Administration menu bar, choose Applications > Application Management.

Step 2

Click Add New.

Step 3

(Mandatory) Type the application name in the Name field.

Step 4

The Maximum Number of Sessions field is prepopulated based on the OVA profile. You can edit this field.

Note

 

This number must not exceed the maximum number of ports supported for Cisco VVB profile. For more information, see Virtualization for Cisco Virtualized Voice Browser available at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-virtualized-voice-browser.html.

Step 5

From the Script drop-down list, select the VRUComprehensive.aef script.

Parameter

Description

Default

Base Type

PrimaryVXMLServer

VXML server or load balancer IP address

""

Alphanumeric

BackupVXMLServer

VXML backup server or load balancer IP address

""

Alphanumeric

Port

Port on which VXML server or load balancer is running.

Note

 

Ports 7000/7443 must be configured for interworking with CVP Release 11.5 and later.

"7000"

Numeric

Secured

If enabled, HTTPS is used while fetching VXML application from Unified CVP. By default, Secured is not enabled.

Note

 
If you have enabled secure communication, then ensure to:

  1. Change the port number to 7443.

  2. Upload the relevant certificate. To upload certificate, see Upload certificate or certificate trust list topic in Configuration Guide for Cisco Unified Customer Voice Portal.

  3. Restart Tomcat server and engine from command line.

    If you are using a co-resident VXML and Call Server, use a CA-signed certificate.

false

Boolean

Sigdigit

Enable this parameter to use Significant Digits feature. Enter the number of digits that are used as sigdigit. When Cisco VVB receives a call, the VRU comprehensive service is configured to strip the digits. When the IVR leg of the call is set up, the original label is used on the incoming VoiceXML request.

0

Numeric

Step 6

Use the Tab key to automatically populate the Description field.

Step 7

Enable the application by selecting the radio button. You can choose to disable the application to retain the configurations for later use.

Step 8

Click Add.

Cisco Script Application page refreshes. The Add New Trigger hyperlink appears in the left navigation bar. The following message is displayed in the status bar on top:

The operation has been executed successfully.

Step 9

Create a trigger using the Add New Trigger hyperlink or follow the procedure Configure SIP Triggers.

Configure Error Application

To create a comprehensive application, follow the steps:

Procedure

Step 1

From Cisco VVB Administration menu bar, choose Applications > Application Management.

Step 2

Click Add New.

Step 3

Type the application name in the Name field.

The Maximum Number of Sessions field is prepopulated based on the OVA profile. You can edit this field.

Note

 

This number must not exceed the maximum number of ports supported for Cisco VVB profile. For more information, see Virtualization for Cisco Virtualized Voice Browser available at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-virtualized-voice-browser.html.

Step 4

Select the Error.aef script from the drop-down list. This script is used to play error tone.

The following table describes the parameter details:

Parameter

Default

Base Type

CVPErrorPrompt—Select and associate custom wav file from VVB application.

To override system default wav file, upload custom wav file from Prompt Management menu.

Note

 

You can upload custom wav files only for Error.aef script.

92929292 Numeric

Step 5

Use the Tab key to automatically populate the Description field.

Step 6

Enable the application by selecting the radio button. You can choose to disable the application to retain the configurations for later use.

Step 7

Click Add.

Cisco Script Application page is refreshed and the Add New Trigger hyperlink appears in the left navigation bar. The following message is displayed in the status bar on top:

The operation has been executed successfully.

Step 8

Create a trigger using the Add New Trigger hyperlink or follow the procedure Configure SIP Triggers.

Configure SIP Triggers

An SIP trigger responds to calls that arrive on a specific route point and uses telephony and media resources to complete the call and to invoke the application script.

You must add SIP triggers to invoke Cisco applications in response to incoming contacts.

Add SIP Trigger

To add an SIP trigger:

Procedure

Step 1

From Cisco VVB Administration menu bar, choose Subsystems > SIP Telephony > SIP Triggers.

Step 2

Click Add New and enter the following fields:

Field

Description

Directory Information

Dial Number Pattern

A unique phone number. The value includes digits and optionally includes " * " to mask multiple digits.

Examples of valid Directory Numbers: 9191*

Examples for valid triggers:

  • 10.919191 where 10. is the same as 101, 102

  • *12* or 12*23 where *12* is the same as "*" and 12*23 is the same as 12*

Note

 

The trigger cannot contain only a wildcard character (*). If it contains *, it must also contain numbers.

Capital letter "X" can be used as a wildcard, but small letter "x" cannot be used.

Trigger Information

Application Name

From the drop-down list, choose the application to associate with the trigger.

Advanced Trigger Information (available only if you click Show More)

Enabled

Click a radio button to choose the required option:

  • Yes—Enable the trigger (default)

  • No—Disable the trigger

Idle Timeout (in ms)

The number of milliseconds (ms) the system waits before rejecting the SIP request for this trigger.

Override Media Termination

Click a radio button to choose the required options:

Yes—Override media termination.

No—Enable media termination (default).

If you select Yes, two panes open:

  • Selected Dialog Groups — displays the default or selected group.

    Note

     

    You must not change the default Selected Dialog Group associated with the application.
  • Available Dialog Groups — displays the configured dialog.

Description

Click the Tab key to populate it.

The new trigger is created and listed on the SIP Trigger page.

Configure SIP Properties

Cisco VVB does not send 180 Ringing Provisional Response for an incoming SIP INVITE. To enable SIP 180 Ringing Provisional Response:

Procedure

Step 1

From the Cisco VVB Administration menu bar, choose Subsystems > SIP Telephony > SIP Properties.

Step 2

Select the Enable radio button and click Update.

Configure SIP RAI

The Resource Available Indication (RAI) feature supports:

  • Monitoring of CPU and memory resources

  • Reporting of VVB resource status to an externally configured device

To configure RAI to a server:

Procedure

Step 1

From the Cisco VVB Administration menu bar, choose Subsystems > SIP Telephony > SIP RAI.

Step 2

On the SIP RAI Configuration page, click Add New.

Step 3

Enter the following fields:

Field

Default Value / Range

Description

Server Name

Hostname or IP address of SIP server.

Port

5060

Range: 1 to 65535

SIP server port number for communication.

Interval

60

Range: 30 to 86400 (in seconds)

Interval time to send RAI reports.

Step 4

Click Add to add a SIP server.

Step 5

(Optional) To update a server port or interval time, click the server name and update the Port and Interval fields.

Step 6

(Optional) To delete a server, click the Delete icon present on the SIP RAI List or from the update server page.

Configure Speech Servers

Cisco VVB supports ASR and TTS through two subsystems:
ASR
This subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone.
TTS
This subsystem converts plain text into spoken words to provide a user with information, or prompt a user to respond to an action.

Note

Only G711 codec is supported for ASR and TTS integrations.

Prepare to Provision ASR/TTS

The customer must perform the following tasks:

Provision ASR Servers

Use the Automatic Speech Recognition Server Configuration web page to specify information about the speech server name and port location.

Procedure

Step 1

From the Cisco VVB Administration menu bar, choose Subsystems > Speech Servers > ASR Servers.

Column

Description

Server Name

Hostname or IP address of the ASR server.

Note

 

ASR server deployment over WAN is not supported in Cisco VVB. Place the ASR server in the same LAN as Cisco VVB. You need to specify the ASR server hostname or IP address that is local with Cisco VVB node while installing the ASR server software in this field.

Port

Port number used to connect to a Speech server.

Status

Status or state of the server.

Step 2

Click the Add New button to provision a new ASR Server.

Step 3

Enter the following fields:

Field

Description

Server Name

Hostname or IP address of the ASR server.

Port Number

Port numbers that are used to connect to a Speech server. The default value for MRCPv1 is 4900 and for MRCPv2 is 5060.

Note

 
If the administrator has configured any other the port value for MRCP/ASR servers, then use the same port value here. Do not use these default values. Whenever the administrator changes from MRCP protocol, ensure ASR server is deleted and re-created with the appropriate port values.

Step 4

Click Add to apply the changes.

Step 5

(Optional) Click the Refresh button to refresh the status of the server.

Provision TTS Servers

Use the Text-to-Speech Server Configuration web page to configure the TTS server name and port location.

Procedure

Step 1

From the Cisco VVB Administration menu bar, choose Subsystems > Speech Servers > TTS Servers.

The TTS Server Configuration web page opens displaying a list of previously configured servers, if applicable, with the following information:

Column

Description

Server Name

Hostname or IP address of the TTS server.

Note

 

TTS server deployment over WAN is not supported in Cisco VVB. In other words, the TTS servers must be in the same LAN as Cisco VVB. Therefore, you need to specify the TTS server hostname or IP address that is local with Cisco VVB node while installing the TTS server software in this field.

Port Number

Port number used to connect to a Speech server.

Status

Status or state of the server.

Step 2

Click the Add New button to provision a new TTS Server.

Step 3

Enter the following fields:

Field

Description

Server Name

Hostname or IP address of the TTS server.

Port Number

Port number used to connect to a TTS server. The default value for MRCPv1 is 4900 and for MRCPv2 is 5060.

Note

 

If the administrator has configured any other the port value for MRCP/TTS servers then use the same port value here, do not use these default values.

Whenever the administrator changes from MRCP protocol, ensure TTS server are deleted and recreated with appropriate port values.

Step 4

Click Add to apply the changes.

Step 5

(Optional) Click the Refresh button to refresh the status of the server.

Configure Prompt Management

Several system-level prompt files are loaded during Cisco VVB installation. However, any file you create must be available to the Cisco VVB Engine before the Cisco VVB application can use it. Files are made available through the Cisco VVB Repository datastore, where the prompt files are created, stored, and updated.


Note

Use Prompt Management to store prompt WAV files locally. It helps you avoid any fetch latency while playing the large prompt. You can also use it to override the system default prompts.

Manage Prompt Files

Many applications make use of prerecorded prompts. These are stored as .wav or .au files, and are played back to the callers to provide information and elicit caller response.

To access the Prompt Management page:

Procedure

Step 1

From Cisco VVBAdministration menu bar, choose Applications > Prompt Management.

Step 2

The Prompt Management page opens to display the following fields.

Field

Description

Name

Name of the folder.

Size

The size of the prompt file in kilobytes (KB).

Note

 

This column is usually blank on the root page because the items on this page are usually folders.

The maximum limit for the uploaded prompt file is 20MB.

Date Modified

The date and time when the document was last uploaded or changed along with the time zone.

Modified By

The user ID of the person who made these modifications.

Delete

To remove the folder and its contents from the repository.

Rename

To rename the folder in the repository.

Refresh

To refresh the folder in the repository.

Create New Folder

To create a new subfolder.

Upload Prompt

To upload a prompt (.wav/.au) file or prompts packaged in a zip.

Note

 

The maximum limit for the uploaded prompt file is 20MB.

Local Audio Files Stored on VVB

Local Audio Files Stored on VVB

Local audio files that are uploaded to default prompt folder of VVB can be accessed by setting the audio source path starting with "flash:" in microapps or VXML application. The audio files must be pre-uploaded to default folder.

Example: "flash:holdmusic.wav"

If you are creating a custom folder in prompt management and uploading an audio file, then mention the folder name in the URL.

Example: flash:/<folder_name>/<file_name>

Overriding Default Ringtone using CVP

Follow these steps to override default ringtone:

  1. Go to System > Dialed Number Pattern.

  2. From the listed patterns, click Pattern for which custom ringtone needs to be added.

  3. From Dialed Number Pattern Types, check the Enable Custom Ringtone check box.

  4. Specify the custom ringtone filename in the text box.


    Note

    • Custom ringtone cannot be named to ringback.wav.

    • The audio file in Cisco VVB and the filename you entered in CVP under DNP is case-sensitive (should be same with .wav extension)

Configure System Parameters

Use the System Parameters web page to configure system parameters such as port settings and locale settings and to default session timeout.

The parameters in the System Parameters Configuration page are grouped logically into sections with headings. Each parameter has a corresponding suggested or default value on the right side of the page. Where applicable, radio buttons are used to toggle between the parameter options.

Choose System > SystemParameters from the Cisco VVB Administration menu bar to access the System Parameters Configuration web page.

Manage System Parameters

On System Parameters page, you can configure basic system settings such as Audio Codec, MRCP version,TLS (SIP), and other parameters.


Note

This release supports only TLS 1.2. For more information, see Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html.

Procedure

Step 1

From Cisco VVB Administration menu bar, choose System > SystemParameters.

Step 2

To update, click the Update icon in the toolbar or the Update button at the bottom of the window.

The System Parameters Configuration web page displays the following fields.

Table 1. System Parameters Configuration
Field Description

Generic System Parameter

System Time Zone

The system time zone of Cisco VVB server configured during installation.

Media Parameters

Codec

G711 and G729 audio codecs with sampling rate 8K are supported.

Default: G711U

MRCP Version

Select the MRCP version to communicate between Nuance and Cisco VVB.

Default: MRCPv2

Note

 

  • The default value for ASR/TTS server port for MRCPv1 is 4900 and for MRCPv2 is 5060. Whenever the administrator changes from MRCP protocol, ensure ASR/TTS server is deleted and re-created with appropriate port values.

  • ASR-TTS service is not supported using G729 codec; therefore, MRCP is not applicable.

User Prompts override System Prompts

When enabled, custom recorded prompt files can be uploaded to the appropriate language directory under Prompt Management. The custom prompts override the system default prompt files for that language. By default, this feature is disabled.

Note

 

For overriding the system default prompt files for ringtone application:

  • Create a new folder named vb. Select Applications > Prompt Management and click Create New Folder.

  • Upload the custom ringtone. Choose Applications > Prompt Management and click Upload Prompt. Upload custom ringtone wav file(named same as ringback.wav) under folder vb.

Security Parameters

TLS(SIP)

TLS (SIP) is disabled by default. When enabled, this setting secures SIP signaling on the IVR leg. TLS (SIP) version supported is TLSv1.2, and the default cipher suites are TLS_RSA_WITH_AES_128_CBC_SHA and TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256.

Note

 

Multiple clients connecting to Cisco VVB cannot combine RSA and ECDHE cipher suites. They must use either RSA or ECDHE cipher suites.

SSL certificates need to be exchanged between VVB and any SIP endpoint (CVP, Ingress Gateway, and so on.) to talk over TLS. For more details on this configuration, see the Upgrade Unified CVP > Postupgrade Tasks > Manual Configuration of Unified CVP Properties section in the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) available at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html.

Note

 

Cisco VVB Engine restart is required after a change to this configuration.

Supported TLS (SIP) Versions

This allows you to select the version of TLS (SIP). TLS (SIP) version supported is TLSv1.2.

When you select a given TLS (SIP) version, Cisco VVB will support SIP TLS requests for this version and the higher supported versions.

Note

 

Cipher Configuration

This field defines the ciphers that are supported by Cisco VVB with key size lesser than or equal to 2048 bits.

The following ciphers are pre-populated.

  • TLS_RSA_WITH_AES_128_CBC_SHA

  • TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256

Note

 

  • Cipher configuration is available only if TLS (SIP) is enabled.

  • You must restart the Cisco VVB engine after modifying the cipher configuration.

  • If you are using CUBE version 16.6 and higher, you must manually change the crypto suite to 128/256 by enabling CLI on the dial-peer towards VVB as shown: 

    
voice class srtp-crypto 1
	crypto 1 AES_CM_128_HMAC_SHA1_32

dial-peer voice xxxx voip (Dial-peer to VVB srtp)
    ...
    voice-class sip srtp-crypto 1

Note

 

To avoid any unsupported cipher issues during the upgrade to Cisco Unified CVP Release 15.0, it is recommended to restart the Cisco VVB engine to ensure a smooth and successful cipher negotiation process.

SRTP

  • SRTP is disabled by default. When SRTP is disabled, the media is not encrypted.

  • When SRTP is enabled, it secures the IVR leg. SRTP negotiates between AES_CM_128_HMAC_SHA1_32 or AES_CM_128_HMAC_SHA1_80 crypto-suites, ensuring compatibility and successful encryption of media streams.

    • When SRTP uses a crypto-suite (for example, AES_CM_128_HMAC_SHA1_32), and the incoming request also uses the same crypto-suite, the request is accepted, and the media stream is successfully encrypted using AES_CM_128_HMAC_SHA1_32.

    • When SRTP uses a crypto-suite (for example, AES_CM_128_HMAC_SHA1_32), but the incoming request uses a different one (for example, AES_CM_128_HMAC_SHA1_80) or vice versa, the request will be denied and considered unsupported because the encryption methods do not match resulting in an error response.

      Note

       

      Multiple ciphers may be included in a request; however, the negotiation will only proceed with the cipher configured in the system, which will either be AES_CM_128_HMAC_SHA1_32 or AES_CM_128_HMAC_SHA1_80.

      If neither of these ciphers match the request, it will be considered unsupported.

  • When Allow RTP (Mixed mode) check box is checked, the system accepts both SRTP and RTP call flows. This check box can be checked only when SRTP is enabled.

Note

 

System Port Parameter

RMI Port

The port number used by Cisco VVB to serve Remote Method Invocation (RMI) requests. This field is mandatory.

Default: 6999

HTTPS Client TLS Configuration

The supported TLS versions as client for securing HTTPS signaling to fetch the VXML applications from VXML server use the CLI command set tls client min-version in Cisco Unified Contact Center Express Administration and Operations Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html

IP Address and Hostname Management

This section provides the steps you need to follow whenever there is a change in IP address or hostname for Cisco VVB deployment.

IP Address Modification

This section describes how to change the IP address.


Caution

Changing the IP address can interrupt call processing and other system functions. Also, changing the IP address can cause the system to generate certain alarms and alerts such as ServerDown. Because of this potential impact to the system, you must perform IP address changes during a planned maintenance window.


Note

As a prerequisite ensure that the DNS is reachable and the DNS record exists for the server if DNS is enabled.

Change IP Address using CLI Commands

Use this procedure to change the IP address of Cisco VVB.

Procedure

Step 1

If DNS is enabled, change the DNS record of the server to point to the new IP address.

Step 2

If you want to change the IP address of the server on the same subnet or a different subnet that requires a new default gateway address, then use either CLI Commands or Cisco Unified Operating System Administration interface.

Step 3

To change the default gateway, enter the following CLI command: set network gateway <IP Address>

The following is a sample output:

admin: set network gateway 10.10.10.1
     ***   W A R N I N G   ***
This will cause the system to temporarily lose network connectivity
Continue (y/n)?

Caution

 

Ensure that the server is moved to the new subnet and has access to the default gateway before proceeding to the following sub-step.

Note

 

Skip this step if you want to change only the IP address of the server.

Step 4

To change the IP address of the server, enter the following CLI command: set network ip eth0 <ip_address> <netmask> <default gateway>

The following sample output displays:

admin:set network ip eth0 10.10.10.170 255.255.255.0 10.10.10.1
           ***   W A R N I N G   ***
This command will restart system services
=======================================================
 Note: Please verify that the new ip address is unique 
       across the cluster and, if DNS services are 
       utilized, any DNS configuration is completed 
       before proceeding.
=======================================================
Continue (y/n)?

Step 5

Enter y and press Enter to continue.

Step 6

Reboot the system using the CLI command utils system restart.

Change IP Address using OS Administration interface

Procedure

Step 1

Log in to the Cisco Unified OS Administration using administrator login.

Step 2

Go to Settings > IP > Ethernet.

Step 3

Change the Port (IP Address and Subnet Mask) and Gateway information and click Save.

Step 4

Reboot the system using the CLI command utils system restart.

Hostname Modification

This section describes how to change the hostname.


Caution

Changing the hostname can interrupt call processing and other system functions. Changing the hostname can also cause the system to generate certain alarms and alerts such as ServerDown. Because of this potential impact to the system, you must perform hostname changes during a planned maintenance window.


Note

If DNS is enabled, as a prerequisite ensure that the DNS is reachable and the DNS record exists for the server.

Change Hostname using CLI Commands

Procedure

Step 1

Change the DNS record of the server to point to the new hostname if the server is configured. Ensure that you correctly update both the forward (A) and reverse (PTR) records, and there are no duplicate PTR records.

Step 2

At the CLI prompt, enter set network hostname and press Enter key.

The following is a sample output: 

***   W A R N I N G   ***
Do not close this window without first canceling the command.
This command will automatically restart system services.
The command should not be issued during normal operating hours.
=======================================================
Note: 
Please verify that the new hostname is a unique name across the cluster and, 
if DNS services are utilized, any DNS configuration is completed before proceeding.
=======================================================
Security Warning :
This operation will regenerate all UCCX Certificates including any third party signed Certificates that have been uploaded.    
Enter the hostname::

Step 3

Enter the hostname and press Enter.

Step 4

Enter no if you do not want to change the IP address. Otherwise, press yes and enter the new IP address, the subnet mask, and the address of the gateway when prompted.

Step 5

Verify that all your input is correct and enter yes to start the process.

Do not proceed if the new hostname does not resolve to the correct IP address.

Step 6

Reboot the system using the CLI command utils system restart.

  1. Enter y and press Enter to restart the system.

Change Hostname using OS Administration Interface

Procedure

Step 1

Login to the Cisco Unified OS Administration using administrator login.

Step 2

Go to Settings > IP > Ethernet.

Step 3

Change the hostname and click Save.

Step 4

Reboot the system using the CLI command utils system restart.

Configure Reporting and Monitoring Services

Real-Time Monitoring Tool

Cisco VVB system includes software components called plug-in You can download the Real-Time Monitoring Tool (RTMT) plug-in as a compressed file (.zip) by choosing Tools > Plug-in from the Cisco VVB Administration portal.

The Plug-in web page contains the following hyperlink:

  • Cisco Unified Real-Time Monitoring Tool for Windows—Click this hyperlink to download client-side Cisco Unified Serviceability RTMT for Windows. RTMT uses HTTPS and TCP to monitor device statusand system performance for troubleshooting system problems. This plug-in is available only for users with administrator capability.

    For more information, see the https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/15/rtmt/cucm_b_cisco-unified-rtmt-administration-15/cucm_m_getting-started.html.


    Note

    For the Cisco VVB, the Unified RTMT is not supported on Linux.


    Note

    To download, click the Download hyperlink and select Save File.


    Note

    You can download both Speech Server and Cisco VVB Engine logs from the RTMT.

Logging

A trace file is a log file that records activity from the Cisco VVB component subsystems and steps. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems.

This information is stored in a trace file. To help you control the size of the trace file, you specify the components for which you want to collect information and the level of information that you want to collect.

The Cisco VVB server stores the trace files in the Log directory. You can collect and view trace information using the Real-Time Monitoring Tool (RTMT).


Note

In a Cisco VVB server, audit logging is supported for Voice Operating System (VOS) and Command Line Interface (CLI) activities, which can be monitored using the Real Time Monitoring Tool (RTMT). However, VVB services activities are not included in the audit logs.

To activate and turn off logging, follow this procedure:

Engine

Procedure

Step 1

From the Cisco VVB Serviceability menu bar, choose Trace > Configuration.

Step 2

From the Select Service drop-down list box, choose Engine and click Go.

The debug levels for different Cisco VVB services might vary depending on the selected service. The Cisco VVB-related services are listed in the following table:

Component Code

Description

JASMIN

Java Signaling and Monitoring Interface

SIP_STACK

SIP Stack logging

SS_SIP

SIP Subsystem

SS_VB

Voice Browser Subsystem

SS_MRCP_ASR

MRCP ASR Subsystem

SS_MRCP_TTS

MRCP TTS Subsystem

Note

 

To enable XDebugging for any of the components, check the appropriate check boxes.

Step 3

To limit the number and size of the trace files, you can specify the trace output setting using the following two fields. See the following table for description and default values for these two fields:

Field

Description

Maximum No. of Files

The maximum number of trace files to be retained by the system.

This field specifies the total number of trace files for a given service. Cisco VVB Serviceability automatically appends a sequence number to the filename to indicate which file it is; for example, Cisco001MADM14.log. When the last file in the sequence is full, the trace data begins writing over the first file. The default value varies by service.

Maximum File Size

This field specifies the maximum size of the trace file in kilobytes or megabytes depending on the selected service. The default value varies by service.

Step 4

Update the debug level for one or more components for the selected service of Cisco VVB by performing these steps:

  1. To activate traces for a specific component or logging for a server, select the check box for the service for which you need to enable logging.

  2. To turn off logging for a server, clear the check box.

Step 5

Click the Save icon that displays in the toolbar in the upper left corner of the window or the Save button that displays at the bottom of the window to save your trace parameter configuration. The settings are updated in the system and the trace files are generated as per the saved settings. Click the Restore Defaults icon or button to revert to the default settings for the selected service.

Important

 

Activate logging only for debugging, and remember to turn off logging after the debugging session is complete.

Speech Server

Procedure

Step 1

From the Cisco VVB Serviceability menu bar, choose Trace > Configuration.

Step 2

From the Select Service drop-down list box, choose Speech Server and click Go.

Component Code

Description

SS_SRV

Speech Server

Note

 

To enable XDebugging for any of the components, check the appropriate check boxes.

Step 3

To limit the size of the Log File directory and the size of trace files, you can specify the trace output setting using the following two fields. See the following table for description and default values for these two fields:

Field

Description

Maximum No. of Files

Maximum number of trace files that is used to calculate total log directory size.

Maximum File Size

This field specifies the maximum size of the trace file in kilobytes or megabytes depending on the selected service. The default value varies by service.

Step 4

Update the debug level for one or more components for the selected service of Cisco VVB by performing these steps:

  1. To activate traces for a specific component or logging for a server, select the check box for the service for which you need to enable logging.

  2. To turn off logging for a server, clear the check box.

Step 5

Click the Save icon that displays in the toolbar in the upper left corner of the window or the Save button that displays at the bottom of the window to save your trace parameter configuration. The settings are updated in the system and the trace files are generated as per the saved settings. Click the Restore Defaults icon or button to revert to the default settings for the selected service.

Important

 

Activate logging only for debugging, and remember to turn off logging after the debugging session is complete.

Note

 

You can download both speech server and Cisco VVB Engine logs from the Real-Time Monitoring Tool (RTMT) or the CLI commands. For more information on the CLI commands, refer to the Operations Guide for Cisco Virtualized Voice Browser.

Service Management

Installed automatically, network services include services that the system requires to function; for example, system services. Because these services are required for basic functionality, you cannot activate them in the Service Activation window. After the installation of your application, network services start automatically.

To start, stop, or restart Cisco VVB services, follow these steps:

Procedure

Step 1

From the Navigation drop-down list, select Cisco VVB Serviceability.

Step 2

Select Tools > Control Center - Network Services.

Step 3

Select the Engine radio button and click your desired operation button.

The page displays the following information for the network services:

  • Name of the network services, their dependent subsystems, managers, or components

  • Status of the service (IN SERVICE, PARTIAL SERVICE, or SHUT DOWN; for individual subsystems, the status can be OUT OF SERVICE or NOT CONFIGURED)

  • Start Time of the service

  • Up Time of the service