Reporting Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)
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The Reporting Server
instance(Informix dB) must be named as
cvp, and must not be renamed.
Allow Only Reporting Users to Query Database
In the interests of security, allow only
reporting users to generate reports.
Accurate Time Stamps for Reporting and Logging
Cisco Unified Customer Voice Portal (Unified CVP) components do not
themselves synchronize machine times. However, customers must provide a cross-component
time synchronization mechanism, such as Network Time Protocol (NTP), to ensure accurate time stamps for
reporting and logging.
Do not run
CPU-intensive reports off the database while the database is receiving data.
become more CPU intensive as the complexity associated with producing the
report from the information available in the database increases. There is no
sharp dividing line between intensive and non-intensive reports. The system
performance must remain within the guidelines defined in the
Solution Design Guide for Cisco Unified Contact Center
Database Backup and Recovery
Issues to keep in mind
Managing your backup strategy
the reporting server when doing database recovery
Ensure that the database is sized conservatively so that it never needs to emergency
Ensure data is secure by the following practices:
Unified CVP offers administrators the ability to choose not to
persist sensitive ECC data in the database. Users define ECC variables in Cisco Unified Intelligent Contact Manager Enterprise
(Unified ICME) and by default they are not persisted in the Unified CVP database.
The Caller_input and FromExtVXML ECC variables are subject to
many application-dependent uses. For security purposes, flag these two
variables as not persistent in Unified ICME. If there is anything in
them that must be stored, the routing script can copy the data to an applicable
variable for storage in the database.
Users can reduce the data generated by means of data filters (for
VXML Server application detail data filtering. Either adding more exclusive
filters, or using fewer inclusive filters, cuts down on the amount of data
Users can turn off logging of sensitive data containing
caller's responses on a per-element basis. The caller's input, such
as set of digits representing Social Security numbers or credit card numbers, can
be set not to be logged, providing a security layer in case logs are
Inclusive and Exclusive VXML Filters for Reporting
You use Inclusive and Exclusive VXML filters to control the data
that the VXML Server feeds to the Reporting Server.
Data feed control is crucial for:
Saving space in
the reporting database.
Inclusive and Exclusive Filter Configuration
To configure inclusive and exclusive filters for a Reporting Server:
Device Management > VXML
The Find, Add, Delete, Edit VXML Servers window opens.
You can search for a VXML Server by using the procedure in the
Finding a VXML Server topic.
From the list of matching records, choose the VXML Server that
you want to edit.
The VXML Server Configuration window opens to the General Tab.
Configuration Tab, then configure VXML Server
VXML Applications Details: Filters pane,
enter an inclusive filter that defines the VXML elements to include in data
sent to the Reporting Server.
Optionally, enter an exclusive filter that excludes some of the
data specified by the inclusive filter.
When you finish configuring filters, click
Save to save the settings in the Operations
Console database or click
Save & Deploy to save and apply the
changes to the VXML Server.
Shut down and then start the VXML Server and the primary and
backup Call Servers.
VXML Inclusive and Exclusive Filter Rules
Inclusive and exclusive filters operate using the following rules:
Filters are case sensitive.
By default, all items but the Start, End, Subdialog_Start and Subdialog_End elements are filtered from reporting data unless
they are added to an Inclusive Filter. The Subdialog_Start and Subdialog_End elements are never filtered from reporting data
unless Reporting is disabled on the VXML Server.
The Exclusive Filter takes precedence over the Inclusive Filter. For example, if an application name is in the Exclusive
Filter, then all of the items of that applications are excluded from reporting data even if a particular field or element
is listed in the Inclusive filter.
The syntax for Inclusive/Exclusive filters is:
This syntax is used to indicate session variables.
A semicolon (;) should be used to separate each item in a filter. For example, ElementA ; ElementB is valid.
A wildcard (*) can be specified anywhere within the application name, element type, element name, or field name.
Element types, element names, and field names can contain alphanumeric characters, underscores, and a space character.
An application name can contain alphanumeric characters and underscores, but the space character is not allowed. For example,
A_aa.B_bb.*C_cc_DD.E_ee_F* is valid.
Element Types and Filter Names
The following table lists the various VXML element type and their flag.
Table 1. VXML Element Type and Filter Name
VXML Filter Wildcard Matching Example
The following table provides examples of VXML filter wildcard matching.
Table 2. Examples of VXML Filter Wildcard Matching
What It Matches
Matches all voice elements in MyApplication
Matches all Voice elements in all applications.
Matches all fields in MyApplication that start with with the
Matches all fields in MyApplication that end with
Matches the Company session variable in MyApplication.
Inclusive and Exclusive VXML Filters for Reporting Example
The following table provides examples of some different combinations of
Inclusive and Exclusive filters and the resulting data that the VXML Server
feeds to the Reporting Server.
Table 3. Examples of Inclusive and Exclusive VXML Filters for Reporting
Data the VXML Server Feeds To the Reporting Server
All Application1 data
All Application1 data, except Element1 and Element2
All Application1 data, except Element1, Element2, and Field1
*.voice.*.* which matches Element3 and
All Application1 data, except Element3 and Element4
No data for Application1. Other data for other applications,
such as Application2, which contain Element1, Element2 and Field1, will be fed.
*.voice.*.* which matches Element1, Element2,
Element3, and Element4
Only Element1 and Element2 and all applications.
*.voice.*.* which matches Element1 and
Element1 and Element2, except for Field1, if it exists in
Element1, except for Field1 if it exists in Element1
Field1 in any elements except Element3 and Element4
A good strategy for using filters is to create an Inclusive filter
that includes the data you want to save in the Reporting database and then
create an Exclusive filter to
exclude portions of the data, for example, sensitive security
information such as Social Security Numbers. For example, you would:
First, create an inclusive filter to include all information:
Then, create an exclusive filter to remove credit card and social
security numbers information:
Informix, Operating System Time, and Local Time
Informix displays a
datetime that corresponds to the same time zone as the Informix server
operating system's time zone, represented in Universal Time Coordinated
If you wish a datetime to be displayed for a time zone other than
that of the Informix server operating system, you must use reporting tools or
SQL tools (for example, Java).
If, in your system, you
are using more than one Informix server for Unified CVP reporting, it is best
if all such server operating systems are set to the same time zone. This helps avoid
Cisco Unified Customer Voice Portal and SQL Server Data Joining
To join data from a SQL server database and an Informix
Database you must use a reporting tool that supports the ability to join data
from two heterogeneous databases.
Reporting Password Policy Adherence
Reporting passwords are subject to both the Unified CVP password
and the password policy enforced by the operating system of the
computer on which the reporting server resides. For each aspect of the
password, the Reporting password
must meet the requirement of the more restrictive policy.
Purge and Backup Database Maintenance Tasks
The database backup and purge maintenance tasks are created as
Windows Scheduled Tasks, and can be viewed in the Scheduled Tasks window
(Start > Programs > Accessories > System
Tools > Scheduled Tasks). These
jobs log in as SYSTEM.
If the CVPDBNightlyPurge and CVPDBMidDayPurge tasks do not run, then
the database will not be purged and will eventually become full, resulting in
If the CVPDBBackup task does not run the database will not be backed
Periodically, you should check the Scheduled Tasks to ensure the Last
Run Time was as expected and there are no status messages.
Reporting Isolation Level
Reporting clients should
never run with an isolation level of repeatable read because this could hold locks and
prevent updates to the data.
Call Servers, VXML Servers, and reporting servers
must have their clocks synchronized to assure accurate timestamps in both the
database and log files.
Since Unified CVP components do not
themselves synchronize machine times, you must deploy a cross-component time
synchronization mechanism, such as NTP.
Writing Efficient SQL Queries When Creating Reports
Keep these guidelines in mind:
When writing SQL, developers must organize their WHERE clauses and put the most important join first. The most important join
is the one that will reduce the size of the dataset to the least amount of rows.
Write reports so that every field in the WHERE and ORDER BY clauses uses an indexed field.
A subset of the data that satisfies any given query can protect the user and the database from generating massive data results.
Including the word FIRST in Select statements will return only the amount of data requested. For example, SELECT FIRST 1000 * FROM Call.
The second column in a composite index should never be used in a JOIN statement without the first column.
Engineers writing database code should treat database, table, and column names as case sensitive--even though the current
database is case insensitive--to ensure that the application is portable.
Many operations hold database locks; therefore, reports should use a wait time of 30 seconds, if possible.
It is possible to capture gigabytes of Unified CVP data in a single day. Any query against the database should target time
ranges and subsets of data that will return in a reasonable time. Datetime columns are crucial selections. Sorting or grouping
large quantities of data may exceed the capacity of the reporting server database as delivered.
All sessions that connect to the reporting database should initiate with two statements:
SET ISOLATION DIRTY READ; SET LOCK MORE TO WAIT 30.
This prevents reporting queries from interfering with CallServer message persistence and improves the performance of reporting
Do not ever set the Isolation level to Repeatable Read.
The internal ID generator limits the amount of total VXML
subsystems to 8,000 per deployment.
Do not ever write a SQL statement that selects into temp without specifying the 'no log' option.
Zero Duration Calls and Writing Reports
On occasion, messages are dropped. even for an otherwise
successful call. In such cases, EndDateTime is set to the same value as
StartDateTime. Thus, if a call appears to be of zero duration, report writers will
know to exclude such a call from consideration in cases where it would
otherwise skew metrics.