Step 1

Log in to Operations Console and click Device Management > Gateway.

Step 2

Click Add New.

Step 3

Click the General tab, enter the field values, and click Save. See General Settings.

Step 4

(Optional) Click the Device Pool tab, enter the field values, and click Save. See Add or Remove Device From Device Pool.

Step 5

Click Save.

Step 6

(Optional) If the call control client placed the Correlation ID in a GTD parameter other than uus.dat, specify the following parameters to configure a gateway to enable incoming UUI to be used as the Correlation ID.

                            conf t
                            application
                            service <your-cvp-service-name>
                            param use-uui-as-corrid Y (Refer to Note 1)
                            param correlation-gtd-attribute XXX (Refer to Note 2)
                            param correlation-gtd-instance N (Refer to Note 2)
                            param correlation-gtd-field YYY (Refer to Note 2)
                            dial-peer voice 123 pots
                            service <your-cvp-service-name>
                        

Step 1

Install the IOS image on the Ingress Gateway.

Step 2

Transfer the following script, configuration, and .wav files to the Ingress gateway through the Operations Console or the Unified CVP product CD:

Step 3

Configure the Ingress Gateway base settings.

Step 4

Configure the Ingress Gateway service settings.

Step 5

Configure an Ingress Gateway incoming Pots Dial-peer.

Step 6

For SIP without a Proxy Server , complete the following steps:

1. If you are using DNS query with SRV or A types from the gateway, configure the gateway to use DNS.

   Also, if you are using DNS query with SRV or A types from the gateway, use CLI as shown below:

   Note	Generally, a non-DNS setup is: sip-server ipv4:xx.xx.xxx.xxx:5060 .

   ip domain name pats.cisco.com
   ip name-server 10.86.129.16
   sip-ua
   sip-server dns:cvp.pats.cisco.com
   OR:
   ipv4:xx.xx.xxx.xxx:5060
   

2. Configure the DNS zone file for the separate DNS server that displays how the Service (SRV) records are configured.

   Note	SRV with DNS can be used in any of the SIP call flow models, with or without a Proxy server. Standard A type DNS queries can be used as well for the calls, without SRV, but they lose the load balancing and failover capabilities.

   See DNS Zone File Configuration for Call Director Call Flow Model.

Step 7

For SIP with a Proxy Server, if you are using the DNS Server, you can set your SIP Service as the Host Name (either A or SRV type).

ip host cvp4cc2.cisco.com 10.4.33.132
ip host cvp4cc3.cisco.com 10.4.33.133
ip host cvp4cc1.cisco.com 10.4.33.131

ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

Step 8

Configure SIP-Specific Actions.

1. Create SIP trunks:

   • If you are using a SIP Proxy Server, set up a SIP trunk to the SIP Proxy Server.

   • Add a SIP Trunk for the Unified CVP Call Server.

   • Add a SIP Trunk for each Ingress gateway that will send SIP calls to Unified CVP that might be routed to Unified CM.

   Select Device > Trunk > Add New and add the following:

   • Trunk Type: SIP trunk

   • Device Protocol: SIP

   • Destination Address: IP address or host name of the SIP Proxy Server (if using a SIP Proxy Server). If not using a SIP Proxy Server, enter the IP address or host name of the Unified CVP Call Server.

   • DTMF Signaling Method: RFC 2833

   • Do not check the Media Termination Point Required checkbox.

   • If you are using UDP as the outgoing transport on Unified CVP, also set the outgoing transport to UDP on the SIP Trunk Security Profile.

2. Add route patterns for outbound calls from Unified CM devices using a SIP Trunk to the Unified CVP Call Server. Also, add a route pattern for error DN.

   Note

   CVP solution does not support 100rel. On the SIP profile for the Trunk, confirm that SIP Rel1xx Options are disabled. For warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM Server and associate that number with your peripheral gateway user (PGUSER) for the JTAPI gateway on the Unified CM peripheral gateway. An alternative is to use the Dialed Number Plan on Unified ICME to bypass the CTI Route Point.

3. Select Call Routing > Route/Hunt > Route Pattern > Add New.

   • Route Pattern: Specify the route pattern; for example: 3xxx for a TDM phone that dials 9+3xxx and all Unified ICME scripts are set up for 3xxx dialed numbers.

   • Gateway/Route List: Select the SIP Trunk defined in Step 2.

4. If you are sending calls to Unified CM using an SRV cluster domain name, configure the cluster domain name.

   • Select: Enterprise Parameters > Clusterwide Domain Configuration.

   • Add the Cluster fully qualified domain name: FQDN.

Step 9

(Optional) Configure the SIP Proxy Server.

1. Configure the SIP static routes to the Unified CVP Call Server(s), Unified CM SIP trunks, and Gateways.

   Configure the SIP static routes for intermediary transfers for ring tone, playback dialed numbers, and error playback dialed numbers.

   Note	For failover and load balancing of calls to multiple destinations, configure the CUSP Server static route with priority and weight.

   See the SIP Devices Configuration and SIP Dialed Number Pattern Matching Algorithm for detailed information.

2. Configure Access Control Lists for Unified CVP calls.

   • Select Proxy Settings > Incoming ACL.

   • Set address pattern: all

3. Configure the service parameters.

   Select Service Parameters, and set the following:

   • Add record route: off

   • Maximum invite retransmission count: 2

   • Proxy Domain and Cluster Name: if using DNS SRV, set to the FQDN of your Proxy Server SRV name.

4. Write down the IP address and host name of the SIP Proxy Server. You need this information when configuring the SIP Proxy Server in Unified CVP.

5. If using redundant SIP Proxy Servers (primary and secondary or load balancing), decide whether to use DNS server lookups for SRV records or non-DNS based local SRV record configuration.

   The Comprehensive call flow model with SIP calls will typically be deployed with dual CUSP Servers for redundancy. In some cases, you might want to purchase a second CUSP Server. Regardless, the default transport for deployment will be UDP. Make sure you always set the AddRecordRoute setting to Off with CUSP Servers.

   Configure the SRV records on the DNS server or locally on Unified CVP with an .xml file (local xml configuration avoids the overhead of DNS lookups with each call).

Step 10

Configure Peripheral Gateways (PGs).

Step 1

Perform Steps 1 to 4 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the Ingress Gateway:

1. Configure the Ingress Gateway dial-peer for the Unified CVP Call Server.

2. Configure a dial-peer for ringtone and error.

3. If you are using a Proxy Server, configure your session target in the outbound dial peer to point to the Proxy Server.

4. If you are using the sip-server global configuration, then configure the sip-server in the sip-ua section to be your Proxy Server and point the session target of the dial-peer to the sip-server global variable.

Step 3

For SIP without a Proxy Server, complete the following steps:

1. If you are using DNS query with SRV or A types from the gateway, configure the gateway to use DNS.

   See the SIP Devices Configuration and Operations Console online help for detailed instructions. If you are using DNS query with SRV or A types from the gateway, use the gateway configuration CLI as shown below:

   Non-DNS Setup:

   
   sip-ua
   sip-server ipv4:xx.xx.xxx.xxx:5060
   !
   

   DNS Setup:

   
   ip domain name patz.cisco.com
   ip name-server 10.10.111.16
   !
   sip-ua
   sip-server dns:cvp.pats.cisco.com
   !
   

2. Configure the DNS zone file for the separate DNS server that displays how the Service (SRV) records are configured.

   Note	SRV with DNS can be used in any of the SIP call flow models, with or without a Proxy server. Standard A type DNS queries can be used as well for the calls, without SRV, but they lose the load balancing and failover capabilities.

   See the DNS Zone File Configuration for Call Director Call Flow Model for more information.

Step 4

For SIP with a Proxy Server, use one of the following methods:

ip host cvp4cc2.cisco.com 10.4.33.132
ip host cvp4cc3.cisco.com 10.4.33.133
ip host cvp4cc1.cisco.com 10.4.33.131

ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

Step 5

On the Unified CM server, CCMAdmin Publisher, complete the following SIP-specific actions:

1. Create SIP trunks.

   • If you are using a SIP Proxy Server, set up a SIP trunk to the SIP Proxy Server.

   • Add a SIP Trunk for the Unified CVP Call Server.

   • Add a SIP Trunk for each Ingress gateway that will send SIP calls to Unified CVP that might be routed to Unified CM.

   To add an SIP trunk, select Device > Trunk > Add New and use the following parameters:

   • Trunk Type: SIP trunk

   • Device Protocol: SIP

   • Destination Address: IP address or host name of the SIP Proxy Server (if using a SIP Proxy Server). If not using a SIP Proxy Server, enter the IP address or host name of the Unified CVP Call Server.

   • DTMF Signaling Method: RFC 2833

   • Do not check the Media Termination Point Required check box.

   • If you are using UDP as the outgoing transport on Unified CVP, also set the outgoing transport to UDP on the SIP Trunk Security Profile.

   • Connection to CUSP Server: use 5060 as the default port.

2. Add route patterns for outbound calls from the Unified CM devices using a SIP Trunk to the Unified CVP Call Server. Also, add a route pattern for error DN.

   Select Call Routing > Route/Hunt > Route Pattern > Add New

   Add the following:

   • Route Pattern: Specify the route pattern; for example: 3XXX for a TDM phone that dials 9+3xxx and all Unified ICME scripts are set up for 3xxx dialed numbers.

   • Gateway/Route List: Select the SIP Trunk defined in the previous substep.

   Note

   For warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM server and associate that number with your peripheral gateway user (PGUSER) for the JTAPI gateway on the Unified CM peripheral gateway. An alternative is to use the Dialed Number Plan on Unified ICME to bypass the CTI Route Point.

3. If you are sending calls to Unified CM using an SRV cluster domain name, select Enterprise Parameters > Clusterwide Domain Configuration and add the Cluster fully qualified domain name FQDN.

Step 6

(Optionally) Configure the SIP Proxy Server.

1. Configure the SIP static routes to the Unified CVP Call Servers, Unified CM SIP trunks, and Gateways.

   Configure the SIP static routes for intermediary transfers for ringtone, playback dialed numbers, and error playback dialed numbers.

   Note	For failover and load balancing of calls to multiple destinations, configure the CUSP server static route with priority and weight.

2. Configure Access Control Lists for Unified CVP calls.

   Select Proxy Settings > Incoming ACL.

   Address pattern: all

3. Configure the service parameters.

   Select Service Parameters, then set the following:

   • Add record route: off

   • Maximum invite retransmission count: 2

   • Proxy Domain and Cluster Name: if using DNS SRV, set to the FQDN of your Proxy Server SRV name

4. Write down the IP address and host name of the SIP Proxy Server. (You need this information when configuring the SIP Proxy Server in Unified CVP.)

5. If using redundant SIP Proxy Servers (primary and secondary or load balancing), then decide whether to use DNS server lookups for SRV records or non-DNS based local SRV record configuration.

   Note	If a single CUSP Server is used, then SRV record usage is not required.

   Configure the SRV records on the DNS server or locally on Unified CVP with a .xml file (local xml configuration avoids the overhead of DNS lookups with each call).

   Note	See the Local SRV File Configuration Example for SIP Messaging Redundancy section for details.

   The Call Director call flow model with SIP calls will typically be deployed with dual CUSP servers for redundancy. In some cases, you might want to purchase a second CUSP server. Regardless, the default transport for deployment will be UDP; make sure you always disable the record-route in a CUSP server as this advanced feature is not supported in Contact Center deployments.

   For the required settings in the Unified CM Publisher configuration, see Cisco Unified SIP Proxy documentation.

Step 7

Configure the PGs for the switch leg.

1. Configure each peripheral gateway (PG) to be used for the Switch leg. In the tree view pane, select the applicable PG, and set the following:

   1. Logical Controller tab:

      • Client Type: VRU

      • Name: A name descriptive of this PG

        For example: <location>_A for side A of a particular location

   2. Peripheral tab:

      • Peripheral Name: A name descriptive of this Unified CVP peripheral

        For example: <location>_<cvp1> or <dns_name>

      • Client Type: VRU

      • Select the check box: Enable Post-routing

   3. Routing Client tab:

      • Name: By convention, use the same name as the peripheral.

      • Client Type: VRU

   For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

2. Configure a peripheral for each Unified CVP Call Server to be used for a Switch leg connected to each peripheral gateway.

Step 1

Using the Unified CVP Operations Console or the Unified CVP product CD, transfer the following script, configuration, and .wav files to the VoiceXML Gateway used for the VRU leg. Perform Step 2 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the VXML gateway base settings.

Step 3

Configure the VXML gateway service settings.

Step 4

Configure the ICM service.

1. VRU connection port number.

   Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

2. Maximum Length of DNIS.

   Set the maximum length DNIS to a number which is at least the length of the translation route DNIS numbers.

   Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

3. Call service IDs: New Call and Pre-routed.

   Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab.

4. Trunk group IDs: New Call and Pre-routed.

   • Enter the new and pre-routed call trunk group IDs

   • Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route

   • Configure the number of ports according to the licenses purchased and capacity

   • Configure each of the numbers used for translation routes. (The "New Call" group is not used since the calls are being sent to the VRU (Unified CVP) after some initial processing by the NIC/Unified ICME)

5. Dialed numbers used in the translation route.

   Add the dialed numbers in the DNIS field.

6. Check the default values of the other settings and change, if desired.

Step 1

Transfer the following script, configuration, and .wav files to the VoiceXML Gateway used for the VRU leg, using the Unified CVP Operations Console. Perform Step 2 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the VoiceXML gateway base settings.

Step 3

Configure the VoiceXML gateway service settings.

Step 4

Configure the ICM Service for each Call Server.

1. VRU connection port number.

   Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

2. Set the maximum length DNIS to the length of the Network Routing Number.

   Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

3. Call service IDs: New Call and Pre-routed.

   Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab

4. Trunk group IDs: New Call and Pre-routed.

   Enter the new and pre-routed call trunk group IDs. Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route.

   Configure the number of ports according to the licenses purchased and capacity. Configure each of the numbers used for translation routes. (The "New Call" group is not used since the calls are being sent to the VRU (Unified CVP) after some initial processing by the NIC/Unified ICME.)

5. Check the default values of other settings and change, if desired.

Step 1

Log in to the Operations Console and from the Device Management menu, select the type of server to which to transfer the script file.

Step 2

Select a server by clicking the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit.

Step 3

Select File Transfer in the toolbar, and then click Scripts and Media.

Step 4

If the script or media file is not listed in the Select From Available Script Files drop box:

1. Click Select a Script or Media File from Your Local PC.

2. Enter the file name in the text box or click Browse to search for the script or media file on the local file system.

Step 5

If the script or media file is listed in the Select From Available Script Files drop box, select the script or media file.

Step 6

Click Transfer to send the file to the device.