Webex Experience Management Configuration

To enable this feature, install the CVP 12.5(1) latest ES.

Import Experience Management Certificate to Unified CVP Call Server

CVP VXML server fetches the authorization token from the Cloud Connect server and reaches the Experience Management platform to download the desired questionnaire. To succesfully interact and download the information from Experience Management, CVP server requires the Experience Management certificate in its keystore. Perform the following steps to export the certificate and to import it in CVP server.

Procedure

Step 1

Export the Experience Management platform certificate:

  1. Open a Chrome browser session and navigate to https://api.getcloudcherry.com/api/Questions/Questionnaire.

  2. Click the lock icon in the address bar and click Certificate (Valid).

  3. Under the Details tab, click Copy to File to export the certificate and save it as a Base-64 encoded X.509 (.CER) file with the name CloudcherryAPI.cer (the file to be imported in the next step).

Step 2

Import the certificate into the CVP keystore:

  1. Copy the exported certificate to the following directory of all CVP call servers: C:\Cisco\CVP\conf\security

  2. Import these certificates using the command: %CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -import -trustcacerts -alias {apicloudcherry_name} -file c:\cisco\cvp\conf\security\CloudcherryAPI.cer

Step 3

Export the Experience Management platform Azure certificate:

  1. Open a Chrome browser, navigate to https://learn.microsoft.com/en-us/azure/security/fundamentals/azure-ca-details, and download the DigiCert Global Root G2 certificate.

  2. Check the certificate which is downloaded as DigiCert Global Root G2.crt.

Step 4

Import the certificate into the CVP keystore:

  1. Copy the exported certificate to the following directory of all CVP call servers: C:\Cisco\CVP\conf\security as DigiCert_Global_Root_G2.crt

  2. Import this certificate using the command: %CVP_HOME%\jre\bin\keytool.exe -storetype JCEKS -keystore %CVP_HOME%\conf\security\.keystore -import -trustcacerts -alias {apicloudcherry_azure} -file c:\cisco\cvp\conf\security\DigiCert_Global_Root_G2.crt

Step 5

Restart the CVP server.

Note

While importing the certificate, CVP requests for a password. This informartion is available in the security.properties file in the folder %CVP_HOME%\conf.


Note

If the Certificate Authority (CA) signed certificate on Cloud expires as per policy, the new certificate needs to be imported to the CVP Server.

Experience Management Voice Survey Thresholds

Experience Management voice survey is used for getting feedback on the overall customer journey experience.

The following properties have to be configured (if not already configured) for this feature:

Example: IVR.AuthTokenRefreshTimeOut = 1800

In c:\cisco\cvp\conf\ivr.properties file:

Property Description Configurable/ Non-Configurable? Value

IVR.AuthTokenRefresh

TimeOut

Time in seconds after which AuthToken is refreshed

Yes

1800

IVR.SurveyToken

RefreshTimeOut

Time in seconds after which SurveyToken is refreshed

Yes

43200

IVR.SurveyQuestion

RefreshTimeOut

Time in seconds after which SurveyQuestions is refreshed

Yes

43200

IVR.WxmSurvey

TokenApiUrl

URL to connect to fetch the survey token from Wxm

Yes

https://api.getcloudcherry.com/

api/SurveyToken

IVR.WxmSurvey

QuestionsApiUrl

URL to connect to fetch the questionnaire from Wxm

Yes

https://api.getcloudcherry.com/

api/Questions/Questionnaire

IVR.WxmSurvey

AnswersSubmitApiUrl

URL to connect to submit the answers to Wxm

Yes

https://api.getcloudcherry.com/

api/SurveyByToken/

IVR.WxmSurvey

SettingsApiUrl

URL to connect to fetch the settings of the questionaire from Wxm

Yes

https://api.getcloudcherry.com/

api/Settings/

IVR.WxmAudioUrl

URL to connect to fetch the audio files from Wxm

Yes

https://api.getcloudcherry.com/

api/Stream UserAsset/

IVR.WxmSurvey

QuestionnaireUrl

URL to connect to fetch the questionnaire settings from Wxm

Yes

https://api.getcloudcherry.com/

api/surveyquestionnaire/

Experience Management SMS/Email Thresholds

Experience Management SMS/Email-based survey is used to send the survey link to the callers for getting feedback on the overall customer journey experience.

The following batch threshold properties which trigger the SMS/Email Cloud Connect API have to be configured (if not already configured) for this feature:

In c:\cisco\cvp\conf\ivr.properties file:

Property Description Configurable/ Non-Configurable? Default Value
IVR.CloudCherryBatchSize

Batch size for triggering the Email/SMS Cloud Connect API

Yes

100
IVR.CloudCherryBatch Timeout

Batch timeout (in seconds) for triggering the Email/SMS Cloud Connect API

Yes

60


Note

Customers can optimize these values based on their deployment requirements.

In c:\cisco\cvp\conf\sip.properties file:

Property Description Configurable/ Non-Configurable? Value

SIP.CloudConnect.Request Timeout

HTTP request connection timeout (in milliseconds) towards Cloud Connect component

Yes

10000

Note

 

The timeout value can be increased as per environment.

Procedure

Sample

HTTP Proxy Settings in VXML Server

For Experience Management to function, the VXML server must be connected to the internet. Enable direct access to the internet or configure HTTP proxy settings in the VXML server. To configure HTTP proxy settings in VXML server, perform the following steps:

Procedure

Step 1

Open Windows regedit in the VXML server.

Step 2

Go to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Apache Software Foundation\Procrun 2.0\VXMLServer\Parameters\Java\Options.

Step 3

Add the following entries: 

-Dhttp.proxyHost=<proxy IP>
-Dhttp.proxyPort=<proxy port>
-Dorg.asynchttpclient.useProxyProperties=true
-Dhttp.nonProxyHosts=<hostname>

Step 4

Restart the CVP VXML server from Windows services.