Configuration Guide for Cisco Unified Customer Voice Portal 11.0(1)

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Book Title

Configuration Guide for Cisco Unified Customer Voice Portal 11.0(1)

Chapter Title

Cisco VVB Configuration

Results

Updated:
February 2, 2016

Chapter: Cisco VVB Configuration

Cisco VVB Configuration

Configure Cisco VVB on Unified CVP

Procedure

Step 1

Log in to CVP Operations Console and click Device Management > Virtualized Voice Browser.

Step 2

Click Add New.

Note 

To use an existing Virtualized Voice Browser (VVB) as a template for configuring a new VVB, select a VVB from the list of available VVB and click Use As Template and perform Steps 3 to 5.

Step 3

In the General tab, enter the field values, and click Save.

To configure General settings on a VVB, on the General tab, enter the field values, as listed in the following table:

Table 1. General Settings

Field

Description

Default

Range

IP Address

The IP address of the VVB.

None

Valid IP address

Hostname

The name of the VVB.

None

Valid DNS name, which can include letters in the alphabet, the numbers 0 to 9, and a hyphen

Description

The description of the VVB.

None

Up to 1024 characters

Enable secure communication with the Ops console

Select to enable secure communications between the Operations Console and VVB.

Off

On or Off
Table 2. Administration Credentials Settings

Field

Description

Username

Username to access the device (VVB Operations Console password). If specified, the username must be configured on the device.

User Password

Password to access the device (VVB Operations Console password). The password must be configured on the device.

Table 3. Cisco VVB Serviceability Fields

Field

Description

Data Range

Default

Enable Serviceability

Check to enable this feature.

N/A

Not Checked

Username

The username (ssh or system CLI credentials) required to sign in as system CLI credentials.

For Cisco VVB, the username is typically a VVB CLI Platform credentials.

Valid names contain uppercase and lowercase alphanumeric characters, period, dash and underscore.

N/A

Password/Confirm Password

The password required to sign in (VVB CLI Platform credentials).

Any text that follows the requirements for choosing secure passwords.

N/A

Port

The port on which Serviceability is configured on Cisco VVB.

N/A

8443

Note 

  • In the Username and Passwords panel there is a button labeled Test Sign-In. Clicking Test Sign In attempts to verify the operations console credentials by connecting to the Cisco VVB. A message appears with the test result.

  • To use an existing VVB as a template for creating the new VVB, select the VVB by clicking the radio button preceding it, and then click Use As Template.

Step 4

(Optional) On the Device Pool tab, select the field values and move to Selected.

Step 5

Click Save.

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

(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 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 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 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 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

(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 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 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 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 9

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

Configure SIP Triggers

A 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 a 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 wildcard character "." to mask a single digit or " * " to mask multiple digits.

Examples of valid Directory Numbers: 9191* or 5755*

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*

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 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 made available to Cisco VVB Engine before Cisco VVB application can use it. Files are made available through Cisco VVB Repository datastore, where the prompt files are created, stored, and updated.

Manage Prompt Files

To access the Prompt Management page:

Procedure

Step 1

From Cisco VVB Administration 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 > System Parameters 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, and other parameters.

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

Procedure

Step 1

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

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 4. 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

You cannot change the packetization interval.

Default: 30ms

User Prompts override System Prompts

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

System Port Parameter

RMI Port

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

Default: 6999

The System Parameters Configuration web page displays the following fields.

Table 5. 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 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.

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.

TLS(SIP)

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

SSL certificates need to be exchanged between VVB and any SIP endpoint (CVP, Ingress Gateway, etc.) to talk over TLS. For more details on this configuration, see Configuration Guide for Cisco Unified Customer Voice Portal available at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-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 one or more versions of TLS (SIP). TLS (SIP) versions supported are TLSv1.0, TLSv1.1, and 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.

The default TLS (SIP) version is TLSv1.2.

Note 

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 uses Crypto-Suite AES_CM_128_HMAC_SHA1_32 for encrypting the media stream.

  • 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 as documented in the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1) https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/

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

Before you begin

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 of the 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)?

Enter y and press Enter to continue.

Step 5

Reboot the system using the CLI command utils system restart.

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

Step 4

The server restarts automatically with the new IP address.

Step 5

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

Procedure
Step 1

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

Step 2

You can change the hostname of the server either using the CLI (command line interface) command or using Cisco Unified OS Administration interface. To change the hostname using CLI command, go to Step 3 or to change the hostname using Cisco Unified OS Administration interface, go to Step 4.

Step 3

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 4

Enter the hostname and press Enter.

Step 5

Reboot the system using the CLI command utils system restart.

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 to enhance Cisco VVB Engine. You can download Real-Time Monitoring Tool (RTMT) plug-in from the web page.

To access the Plug-in web page, choose Tools > Plug-in from Cisco VVB Administration menu bar.

The Plug-in web page contains the following hyperlink:

  • Cisco Unified Real-Time Monitoring Tool for Windows—Click this hyperlink to install client-side Cisco Unified Serviceability RTMT for Windows. RTMT uses HTTP/HTTPS and TCP to monitor device status, system performance, device discovery, and CTI applications. It also connects directly to devices by using HTTP/HTTPS for troubleshooting system problems. This plug-in is available only for users with administrator capability.


    Note

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

Real-Time Reporting


Caution

The Real-Time Reporting (RTR) tool is a Java applet that can generate various reports that provide detailed information about the status of your Cisco VVB system. You use the Application Reporting web page to access the RTR tool.

To access the Application Reporting web page, choose Tools > Real-Time Reporting from the Cisco VVB Administration menu bar.


Note

To access RTR tool, ensure to add Cisco VVB IP address under Exception Site List in Java Control Panel > Security. Example IP address entry is as follows: https://10.10.10.10.

For more information, see Cisco VVB Real-Time Reports.

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).

To activate and turn off logging, follow this procedure:

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.

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, check the check box for the service for which you need to enable logging.

  2. To turn off logging for a server, uncheck 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.

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

Cisco VVB Real-Time Reports

Available Cisco VVB Real-Time Reports

Cisco VVB real-time reporting provides real-time reports you can use to monitor Cisco VVB system activity. The following table briefly describes each of these reports.

Report

Description

Application Tasks

Provides information about currently active applications.

Application Tasks Summary

Provides a summary of specific application activity.

Applications

Provides a list of all applications loaded on the Cisco VVB server.

Contacts Summary

Provides information for call contacts and total number of contacts.

Contacts

Provides information about currently active contacts.

Engine Tasks

Provides information about currently active Engine tasks.

Sessions

Provides information on all active sessions.

Related Topic

Report Menu

Open Real-Time Reports

Real-Time reporting is available from the Cisco VVB Administration web interface.

Real-Time Reporting requires the Java plug-in. If the Java plug-in is not already installed on the PC on which you are viewing the reports, the Cisco VVB system automatically installs it when you choose Tools > Real Time Reporting.


Note

  • Use Mozilla Firefox and Internet Explorer for Real Time Reporting.

  • If you are using Mozilla Firefox, you must manually install the correct version of JRE to use real-time reports.

The Application Reporting web page is a stand-alone component of the Cisco VVB Administration interface. It has its own menu bar, which replaces the Cisco VVB Administration menu bar.

To open real-time reporting, complete the following steps.

Procedure

Step 1

If you are running Real-Time Reporting for the first time on this system, log into Cisco VVB Administration as an Administrator.

The system prompts you to download the Java plug-in; follow the prompt instructions.

Note 

After you perform the initial download of the Real-Time Reporting Java plug-in, non-Administrative users can access Real-Time Reporting on this system.

Step 2

Choose Tools > Real-Time Reporting from the Cisco VVB Administration menu bar.

The Application Reporting web page opens in a new window. The real-time reporting tool requires a Java plug-in. If the plug-in is not installed on the machine you are using, the Cisco VVB system prompts you to accept the automatic installation of the plug-in. If you do not accept the installation, you cannot use real-time reporting.

Run Reports

Open the real-time reporting tool from the Cisco VVB Administration web interface to run reports.

To run a real-time report, complete the following steps.

Procedure

Step 1

From the Application Reporting menu bar, choose Reports.

Step 2

From the Reports menu, choose the report to run.

The report opens in the Application Reporting window.

View Detailed Subreports

You can view more detailed information for selected items in these four reports:

  • Application Tasks report
  • Contacts report
  • Applications report
  • Sessions report

To view detailed subreports, complete the following steps.

Procedure

Step 1

Run the Application Tasks, Contacts, Applications, or Sessions report.

Step 2

Click a line in the report for which you want to view more detailed information. For example, click an email address in the Contacts report.

Step 3

From the Application Reporting menu bar, choose Views and click the subreport that you want to run.

You can also open a subreport by right-clicking the selected item and choosing a subreport.

The subreport opens.

Print Reports

To facilitate printing, you can open a printable version of a report.

To print a report, complete the following steps.

Procedure

Step 1

Run a report.

Step 2

From the Application Reporting menu, choose Tools > Open Printable Report.

A printable version of the report opens in a separate window.

Step 3

Print the report using your browser print functionality.

Reset Report Statistics

The Cisco VVB system automatically resets all statistics each day at midnight. You can reset the accumulated statistics manually at any time. Resetting statistics does not reset active statistics, such as active contacts and active tasks.

To reset report statistics, complete the following steps.

Procedure

Step 1

From the Application Reporting menu bar, choose Tools > Reset All Stats.

The Reset Stats dialog box opens for you to confirm the reset.

Step 2

Click Yes.

Accumulated statistics are reset.

Set Report Options

You can set the following reporting options:

  • Refresh interval
  • Number of times that the Cisco VVB Administration web interface should attempt to reconnect to the Cisco VVB server

To set report options, complete the following steps.

Procedure

Step 1

From the Application Reporting menu bar, choose Settings > Options.

The Options dialog box opens.

Step 2

From the Polling Interval drop-down menu, choose the refresh rate in seconds.

Step 3

From the Server Connect Retry Count drop-down menu, choose the number of times that the Cisco VVB Administration web interface should attempt to reconnect to the Cisco VVB server.

Step 4

Click Apply to apply the settings.

Set Report Appearance

You can select from three report appearances:

  • Windows, which displays reports in colors based on your Windows settings
  • Motif, which displays reports in purple and menu items in brown
  • Metal, which displays reports in grey and menu items in black

To set the report appearance:

Procedure

Choose Settings from the Application Reporting menu bar and click the appearance that you want.

Application Reporting User Interface

When you choose Tools > Real-Time Reporting from the Cisco VVB Administration menu, the Application Reporting tool opens a web page in a new window.

The Application Reporting tool menu bar contains the following options:

  • Report—Choose this option to display a list of the available top-level real-time reports.

  • Tools—Choose this option to reset all the statistics and refresh connections.

  • Settings—Choose this option to set the look and feel of the real-time Reporting client, set the polling (refresh) interval times, and set the amount of times the server will attempt to reconnect.

  • Help—Choose this option to display system information and to access Cisco VVB online help.

Report Menu

The Report menu provides access to a variety of top-level reports. It contains the following menu options:

Contacts Summary Real-Time Report

Use the Contacts Summary report to view specific contact information for call contacts, email contacts, HTTP contacts, and total number of contacts.

To access the Contacts Summary real-time report, choose Reports > Contacts Summary from the Application Reporting menu bar.


Note

You display the data on this report as numbers or percentages by clicking the Display Value/Display % toggle button.

The following fields are displayed on the Contacts Summary report.

Field

Description

Active

Active contacts that are currently running.

Inbound

Number of inbound contacts since the statistics were last reset.

Connected

Number of connected contacts since the statistics were last reset.

Provides a total for contacts that are connected to resources.

Terminated

Number of terminated contacts since the statistics were last reset.

Rejected

Number of rejected contacts since the statistics were last reset.

Aborted

Number of aborted contacts since the statistics were last reset.

Application Tasks Summary

Use the Application Tasks Summary report to display statistics that summarize the activity of specific applications.

To access the Application Tasks Summary real-time report, choose Reports > Application Tasks Summary from the Application Reporting menu bar.

The following fields are displayed on the Application Tasks Summary report.

Field

Description

Application Name

Names of the applications that are running or have run.

Running

Currently running applications.

Completed

Applications that have stopped running.

Total

Number of times an application was invoked since the statistics were last reset.

Application Tasks Real-Time Report

Use the Application Tasks real-time report to view information about currently active applications.

To access the Application Tasks report, choose Reports > Application Tasks from the Application Reporting menu bar. The following fields are displayed on the Application Tasks report.

Field

Description

ID

Unique application task ID.

Node ID

Unique ID for a server in the cluster.

Note 

As Cisco VVB does not support clustering, you can ignore the value.

Application

Name of the application.

Start Time

Time when the application task started.

Duration

Length of time that the application has been active.


Note

If this report indicates that an application is running for an unusually long time, there may be a problem with the application. The application script may not include error handling that prevents infinite retries if a call is no longer present. If the application does not receive a disconnect signal after a call, the application repeatedly retries to locate the call, and causes the application to run for an unusually long time. To prevent this problem, include the proper error handling in the application script.

Engine Tasks Real-Time Report

Use the Engine Tasks real-time report to view information about currently active Engine tasks.

To access the Engine Tasks report, choose Reports > Engine Tasks from the Application Reporting menu bar.

The following fields are displayed on the Engine Tasks report.

Field

Description

ID

Unique identifier of the engine task.

If the engine task is the main task running the application and the parent ID is empty, its identifier will match the Application Task Identifier.

Parent ID

Unique identifier for the parent of the engine task (if any).

Note 

This field is not relevant to Cisco VVB. You can ignore the value.

Node ID

Unique identifier for a server in the cluster.

Note 

As Cisco VVB does not support clustering, you can ignore the value.

Server IP Address

IP address identifying the server in the cluster.

Script

Name of the script that is running the task (if the task is running a Cisco VVB script).

Start Time

Time that the task started.

Duration

Length of time the task has been active.

Contacts Report

Use the Contacts real-time report to view information for all the active contacts for all servers.

To access the Contacts report, choose Reports > Contacts from the Application Reporting menu bar.

You can access detailed information about specific contacts listed on the Contacts web page by performing one of the following procedures:

The following fields are displayed on the Contacts report.

Field

Description

ID

Unique identifier representing a contact.

Type

Type of contact:

Impl ID

Unique identifier provided by the particular type of contact.

Node ID

Unique identifier for a server in the cluster.
Note 

As Cisco VVB does not support clustering, you can ignore the value.

Start Time

Time stamp when the contact was created.

Duration

Length of time that the contact is active.

Handled

If True, the contact is handled; if False, the contact is not handled.

Aborting

If True, the contact is aborted with a default treatment; if False, the contact is not aborted.

Application

Name of the application currently managing the contact.

Task

Unique identifier of the application task that is currently responsible for the contact.

Session

Unique identifier of the session currently managing the contact (if any).


Note

The information displayed is dependent on the type of contact selected. Depending on the type of call, some fields may not be supported and will appear blank.

Call Contacts Detailed Info Report

Use the Call Contacts Detailed Info real-time report to view all information related to the call contact.

To access the Call Contacts Detailed Info report, right-click a specific call contact record on the Contacts report; information for that specific record displays.

The following fields are displayed on the Call Contacts Detailed Info report.

Field

Description

State

Current state of the contact.

Inbound

If True, this call was received by the Cisco VVB server; if False, this call was placed as an outbound call by an application.

Language

The selected language context of the call.

Application ID

Unique identifier of the associated application.

Called Number

Called number for this call leg from the perspective of the called party.

Dialed Number

Dialed number for this call leg from the perspective of the calling party.

Calling Number

Calling number of the originator of this call.

ANI

Automatic number identification.

DNIS

Dialed number identification service.

CLID

Caller ID.

Arrival Type

Information on how the call contact arrived in the system.

Last Redirected Number

Number from which the last call diversion or transfer was invoked.

Original Called Number

Originally called number.

Original Dialed Number

Originally dialed number.

ANI Digits

Automatic Number Identification information indicator digit codes.

CED

Entered digits that were gathered by the network before the call was received.

Note 

Calls running Unified ICME applications are also reported here.

Applications Report

Use the Applications real-time report to view all the applications loaded on the server.

To access the Applications report, choose Reports > Applications from the Application Reporting menu bar.

The following fields are displayed on the Applications report.

Field

Description

Name

Unique name of the currently loaded application.

ID

Application ID.

Type

Type of application that is currently running (for example, a Cisco Script Application).

Description

Description of the application as entered on the Cisco VVB Administration web site.

Enabled

If True, the application is enabled; if False, the application is disabled.

Max. Sessions

Maximum number of simultaneous task instances that can run simultaneously on the Cisco VVB server.

Valid

If True, the application is valid; if False, the application is invalid.1

1 An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can become invalid if it internally fails to be refreshed.
Sessions Report

Use the Sessions real-time report to view real-time information on all the active sessions.

To access the Sessions report, choose Reports > Sessions from the Application Reporting menu bar.

The following fields are displayed on the Sessions report.

Field

Description

ID

Session ID.

Note 

This identifier is guaranteed to remain unique for a period of 12 months.

Mapping ID

User- or system-defined identifier that maps to this session.

Node ID

Unique identifier for a server in the cluster.

Note 

As Cisco VVB does not support clustering, you can ignore the value.

Parent

Sessions that were created as a result of consult calls propagated in the system.

Creation Time

Creation time of the session.

State

Current state of the session.

Note 

When marked IDLE, the session is subject to being "garbage collected" by the system after a specified period of time. In addition, a session is IN_USE if it still has a contact associated or a child session.

Tools Menu

The Tools menu gives you access to the following Application Reporting tools:

  • Reset All Stats—Choose this option to reset all statistics.

  • Open Printable Report—Choose this option to get a printable report of all currently active contacts in the system.

  • Refresh Connections—Choose this option to refresh connections with the Cisco VVB system.

Reset All Statistics

Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset. It will not reset active statistics, such as active contacts, tasks, and so on.

Procedure

Choose Tools > Reset All Statistics from the Application Reporting menu bar.

Open Printable Report

Use the option to get a printable report of all currently active contacts in the system.

To get a printable report:

Procedure

Choose a real-time report from the Report menu option and then Tools > Open Printable Report from the Application Reporting menu bar.

Refresh Connections

To refresh connections with the Cisco VVB system:

Procedure

Choose Tools > Refresh Connections from the Application Reporting menu bar.

The Cisco VVB system refreshes all connections.

Views Menu

The Views menu allows you to access more detailed information for the following reports:

The Views menu contains different options, depending on the report you have chosen. Possible options are:

  • Contacts by Application Task ID—Choose this option to view contacts according to Application Task ID numbers.

  • Engine Tasks by Application Task ID—Choose this option to view Engine tasks according to Application Task ID numbers.

  • Detailed Info—Choose this option to view more detailed information on selected reports.

  • Application Tasks by Application Name—Choose this option to view application tasks by application name.

  • Contacts by Session ID—Choose this option to view contacts by session ID.

Application Tasks

You can obtain reports based on the application task ID associated with application tasks.

Contacts by Application Task ID

This report displays the same report as the Contact report with the exception that the Contacts by Application Task ID report has been filtered using only the contact currently being managed by the selected application task.

Engine Tasks by Application Task ID

This report displays the same report as the Engine Task reports except that the Engine Tasks by Application Task ID report has been filtered to display only the engine tasks that are associated with the application task.

Contacts

When you use the Views options with the Contacts report, the Views menu contains only the Detailed Info option.

The Detailed Info option provides various detailed information, depending on the type of contact selected. For example, if the contact is a call, the Calling Party number, the Called Number, and so on, are displayed for that particular call.

Applications

When you use the Views options with the Application reports, the Views menu contains only the Application Tasks by Application Name option.

The Application Task By Application Name report displays the same report as the Application Task report except that the Application Task By Application Name report is filtered using only the active application tasks associated with this application.

Sessions

You can obtain reports based on the session ID associated with a session.

Contacts by Session ID

This report displays the same report as the Contact report with the exception that the Contacts By Session ID report is filtered using only the contacts associated with the selected session.

Detailed Info

Detailed info displays the time the session was created and its current state.

Settings Menu

The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool.

The Settings menu contains the following menu options:

  • Options—Choose this option to set the polling (refresh) interval times and to set the amount of times the server will attempt to reconnect and to enable the reset statistics at midnight .

  • Window—Choose this option to display reports in colors based on your Windows settings.

  • Motif—Choose this option to display reports in purple and menu items in brown.

  • Metal—Choose this option to display reports in grey and menu items in black.

Options Menu

Choose Settings and click Options to access the Options dialog box. Use the Options dialog box to set the polling (refresh) interval time, set the number of times the server will attempt to reconnect.

The following fields are displayed in the Options dialog box.

Field

Description

Polling Interval

Time between two requests to the server for new statistics by the client.

Server Connect Retry Count

The number of times that the Cisco VVB Administration web interface should attempt to reconnect to the Cisco VVB server.

Note 

If an error occurs, an Error dialog box opens to alert you that the server is not communicating with the web interface.

Reset Statistics at Midnight

The statistics data gets cleared at midnight if enabled.

Note 

This option is disabled either when client is not connected to the server or report is not selected. To connect to the server, select an option from Report menu.

Click Apply to submit configuration changes.

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