Operations Console is a web-based
interface to configure and monitor Unified CVP components and devices in the Unified CVP
solution. You can manage the following Unified CVP components from the Operations
is also referred to as the OAMP (Operate, Administer, Maintain, and Provision).
The Operations Console manages individual components through the Unified CVP
Resource Manager, which is collocated with each managed Unified CVP component.
The Resource Manager is invisible to the enduser.
When a call
arrives at a Unified CVP Ingress Gateway, Cisco IOS assigns that call a
36-digit hexadecimal Global Unique Identifier (GUID), which identifies the
call. Unified CVP carries that GUID through all of the components that the call
encounters, as follows:
gateway—Shown in Cisco IOS log files.
gateway—Shown in Cisco IOS log files.
components—Shown in Unified CVP log files.
Intelligent Contact Management (ICM)—Shown in the Extended Call Context (ECC)
variable user.media.id and stored with all Termination Call Detail (TCD) and
Route Call Detail (RCD) records.
recognition (ASR) and text-to-speech (TTS) servers—Shown in logs as the logging
Communications Manager (Unified CM)—Appears in the detailed logs.
levels of logging enabled, a call can be traced through all of the above
CVP logs are located in $CVP_HOME\logs. All of the Unified CVP logs roll over
at 12:00 AM every night, with the date as part of the filename. The format of
the date is yyyy-mm-dd. All of these logs also roll over when they reach the
predefined size limit of 100 MB and have a number as part of the filename
extension. The number indicates which log it was for that day. When the entire
log directory reaches a predefined size, old files are purged as necessary.
Unified CVP components do not themselves synchronize machine times. Customers
must provide a cross-component time synchronization feature, such as NTP, to
assure accurate time stamps for logging and reporting.
Server houses the Reporting Service and hosts an IBM Informix Dynamic Server
(IDS) database management system. The Reporting Service does not itself perform
database administrative and maintenance activities, such as backups or purges.
However, Unified CVP provides access to such maintenance tasks through the
The Reporting Service:
Provides historical reporting to a distributed self-service deployment in a call
center environment. This system is used to assist call center managers with call
activity summary information to manage daily operations.
Can also provide operational analysis of various IVR applications.
Receives reporting data from the IVR Service, the SIP Service (if used), and the
To capture data from the VXML Server in the Reporting Server database, in the
Operations Console, select the CVP VXML Server device to add the VXML Server.
Selecting the VXML
Server Standalone device option does not capture the Unified CVP
Is deployed together with an Informix database management system, and it
transforms and writes this reporting data into that database. The database
schema conforms with Unified CVP. However, the schema is fully published so that
customers can develop custom reports based on it.
Reporting Server may be used in a deployment. If a single Reporting Server is
used, it does not necessarily represent a single point of failure, because data
safety and security are provided by the database management system, and
temporary outages are tolerated due to persistent buffering of information on
the source components.
are the limitations if multiple Reporting Servers are used:
Each Call Server
can be associated with one Reporting Server only.
span multiple Informix databases.
Unified CVP components cannot synchronize machine time themselves. Customers must provide a cross-component time synchronization feature, such
as NTP, to assure accurate time stamps for logging and reporting.
Server provides increased data retention times by increasing the database space
requirements. The size for Unified CVP Release 8.0(1) and above are 100 GB.
CVP, the 2 GB option for database size is not supported for production.
All database backup
files are compressed and stored on the Reporting Server. The backup file is
called cvp_backup_data.gz and is stored on the %INFORMIXBACKUP% drive in
the cvp_db_backup folder.
Using the system
CLI, you can make the request to list log files on the Reporting Server (show log). This
request includes the Informix Database Server Engine logs. The show tech-support
command also includes these files.
With the debug
level 3 (or 0) command from within the System CLI, you can turn on and turn off
the debug. When turned on, this command generates trace files for all
administrative procedures, Purge, Statistics, and Aggregator.
the command is turned on, trace files place an elevated burden on the database.
Log data for
administrative procedures are written on a nightly basis to the %CVP_HOME%\logs folder.
All the StartDateTime,
EndDateTime, and EventDateTime values are stored as UTC in Reporting
Server supports the Analysis Manager tool by allowing Analysis Manager to query
the Reporting Server with the authenticated user, such as
Transfer Type data
and Transfer Labels for SIP call events are stored in the call event table.
aggregator is introduced to aggregate Unified CVP data in 15-minute increments.
Cisco Unified Intelligence Center templates are created to capture this
information. Call data is summarized at 15-minute, daily, and weekly intervals.
Dominant Path information is summarized at the same intervals. These summaries
are stored in the
applicationsummary_weekly tables. Call data is
summarized into the
Call_* structure, while an aggregate of each element
invoked by each application is stored in the
results are logged in the log table.
Three new scheduled
tasks have been added to the Reporting Server scheduler:
builds summary tables.
archives Callback data to maintain callback database performance.
extracts the administrative logs on a nightly basis.
All metadata for
administrative processes have been moved into the
database. This process removes the tables from normal view of reporting users.
requirements related to the Courtesy Callback feature, see
CVP utilizes redundant array of independent disks (RAID) as protection against
failure of a single drive in a mirrored pair. However, RAID 10 does not protect
against the loss of a site, loss of a machine, or a loss of both mirrored
Operations Console, you can schedule daily database backups or run database
backups on-demand. You can restore database manually to the last backup time so
that the worst-case scenario of losing about 24 hours worth of data is saved.
backups are written to the local database server. However, storing backups only
on a local machine does not protect the system against server failures or the
loss of a site. Copy the backup Unified CVP files to a different machine,
preferably at a different location. Ensure security and backup management
are compressed and stored on disk. During a backup, the oldest of two backups
is removed and replaced with the most recent backup while a new backup is made.
In the event of a hardware failure during a backup that results in a bad backup
image, the older backup image can be used to replace the failed backup image.
Retention of older backups is beyond the scope of the Reporting Server and
should be managed by the customer.
Unified CVP, there is a supported script to perform a database restore.
A backup image needs to be
In the event that older data on a backup image needs to be recovered.
In the case of a machine that has been rebuilt after a hardware failure,
where you want to recover as much data as possible.
Although it is
possible to restore a backup image from one Reporting Server to another, such a
restoration is not supported with the Unified CVP restore process.
CallServer process (Reporting Server).
Unified System CLI
and Web Services Manager
CVP infrastructure includes the Web Services Manager, a services layer that
supports a Diagnostic Portal API.
CVP Infrastructure supports the following features:
Portal API service support by the Web Services Manager.
Command Line Interface (CLI) which is a client tool that supports the
diagnostic portal API and other APIs for collecting diagnostic data.
Licensing for all CVP components that support FlexLM.
with 30-day expiration for Call Server and VXML Server evaluation licenses.
database writes for Reporting Server evaluation licenses.
only valid if the license feature,
CVP_SOFTWARE, is added. This feature is used to ensure if
you are authorized to run the current version of CVP.
Serviceability Across Products: Enhanced Log and Trace messages.
WebServices Manager (WSM) is a new component that is installed automatically on
all Unified CVP Servers, including Remote Operations Manager (ROM)-only
installations. WSM interacts with various subsystems and infrastructure
handlers, consolidates the response, and publishes an XML response. WSM
supports secure authentication and data encryption on each of the interfaces.
versus Unified System CLI
Manager and Unified System CLI access the Diagnostic Portal API. Both the
Analysis Manager and the Unified System CLI have similar features, except for
the differences shown in the table.
Table 1 Differences
Between Analysis Manager and Unified System CLI
Is a GUI-based
client that is part of the Unified CM Real-Time Monitoring Tool (RTMT). The
Analysis Manager has a user-friendly interface due to its GUI- based design.
Is a command
line based tool. The Unified System CLI is more flexible because it can be used
in a batch file to perform more complex tasks.
bundled with CVP nor installed by Unified CVP installer.
with Unified CVP installer, and is also bundled with the Unified CCE installer.
following figure shows how the two interfaces interact with the Web Services
Management (WSM) to provide information about Unified CVP components.
Service Manager supports all diagnostic (health and status) requests from the
Analysis Manager. The Analysis Manager is part of UCM RTMT tool. It provides
end users an interface for collecting health and status information for all
devices in its network topology. If Unified CVP is configured as a part of the
solution, you can leverage the WSM through the Analysis Manager to collect
diagnostic details, such as server map, version information, licenses,
configuration, components, logs, traces, performance factors, platform
information for each CVP Device on a component and subcomponent level. You can
set or reset debug levels using the Analysis Manager on a component and
A new user
wsmadmin username is created during installation with
the same password as the Operations Console Server administrator user. Use
wsmadmin to control access to the diagnostic portal
issue arises in the Unified CVP operation, use the System CLI tool to collect
data to be reviewed by Cisco engineers. For example, you can use the System CLI
if you suspect a call is handled incorrectly. In this case, you can use the
tech-support command to collect data and send the data to Cisco support.
System CLI has the following features:
installed on all Unified CVP Servers as part of the infrastructure. No
additional installation is required on any Unified CVP server.
As every Unified
CVP server is aware of at least one seed device (the Operations Console
Server), your entire solution topology is automatically retrieved from the
Operations Console on any Unified CVP box by using System mode. No additional
configuration is needed for the System mode.
consistent command across multiple products and servers.
Can be executed
as a Windows scheduled job.
The following figure
shows the high-level commands for the Unified System CLI and shows the
interaction of devices and Unified Cisco products.
Figure 2. High-Level
Commands for Unified System CLI
Unified System CLI
Modes of Operation
Unified System CLI operates as an interactive user interface and can also be
used as a batch command. This feature allows the Unified System CLI to be used
in scheduled jobs.
Unified System CLI can operate interactively in two modes:
In this mode, the Unified
System CLI only interacts with a single device. For example, the
version command shows only the version for a single device.
mode, the Unified System CLI detects the Operations Console, which acts as a
seed device for the CLI, and then interacts with all the devices in the device
list in the Operations Console to extract the solution topology automatically.
version command shows the version information for all devices in the device
commands available in local mode for a single device are available in system
syntax remains the same in system mode.
options to limit the system command option to certain device group, device
type, or list of servers.
Unified System CLI
System CLI affect the performance of the devices it queries?
System CLI runs at a low priority; it uses idle CPU time on the system. It
should not affect call processing even if executed on a system running under
The response time from the given CLI command varies depending on
the load of the system and the server response time. The response time when
there is no running load should be below 5 seconds for each server for
operations, such as
perf. The response time when there is no running load for
platform operation should be below 10 seconds for each server.
However, the response time cannot be determined for commands,
tech-support. The response for these commands can vary depending on the
data being transferred by the server.
redirect the output of a Unified System CLI command to a network drive?
specify the path to the network drive.
Can I filter
and include multiple components and devices?
Yes. Use the
component and subcomponent options to filter components and subcomponents and
use the server option to filter devices. You may use" |
"symbol to select multiple components or subcomponents or
devices. For example: