Getting Started with Cisco Unified Customer Voice Portal May 2010 Release 8.0(1)

Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) May 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0833 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. 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Table of Contents Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................2 Organization ..............................................................................................................................................2 Conventions................................................................................................................................................5 Obtaining Documentation and Submitting a Service Request...................................................................5 Documentation Feedback...........................................................................................................................6 1. Purpose and Use of this Exercise Guide....................................................................................................7 Purpose of this Guide.................................................................................................................................7 How to Use this Guide................................................................................................................................8 2. Brief Introduction to the Unified CVP Product and the Exercises...............................................................9 Main Features of the Unified CVP Product.................................................................................................9 Call Flow Model Exercises Used in this Guide.........................................................................................10 Unified CVP VXML Server Standalone Call Flow Model (HelloWorld)................................................11 Unified CVP VXML Server Standalone Call Flow Model (customhelloworld)......................................13 VXML Server Standalone Call Flow (Reporting).................................................................................14 Comprehensive Call Flow....................................................................................................................16 3. Exercise Prerequisites...............................................................................................................................19 Server Hardware and Software Requirements.........................................................................................19 Planning Prerequisites..............................................................................................................................21 Installation Components for Each Call Flow Exercise.........................................................................21 Table of Required Data........................................................................................................................22 Prerequisite Tasks (Before Installing Unified CVP Software)....................................................................25 Obtain Unified CVP Software..............................................................................................................25 Establish the Server or Virtual Server for the Exercises......................................................................25 Install Simple Network Management Protocol (SNMP).......................................................................25 4. Optionally, Prepare to Use IP Phones for the Exercises...........................................................................27 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager..........................27 Define the Trunks Used in the Getting Started Exercises....................................................................28 Define the Route Patterns...................................................................................................................32 5. Install Components...................................................................................................................................35 How to Use this Installation Chapter........................................................................................................35 Install Components...................................................................................................................................36 6. Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld).......................................41 Unified CVP VXML Server (Standalone) Configuration Exercise.............................................................41 Log into the All-in-One-Box Server and Start the Operations Console....................................................41 Add the VXML Server (standalone) to the Operations Console...............................................................43 Add the VXML Server (standalone).....................................................................................................43 Configure Your Voice Gateway for VXML Server Calls.............................................................................45 Add the Voice Gateway to the Operations Console.............................................................................45 Transfer Bootstrap and .WAV Files To the Gateway.............................................................................47 Back Up Your Existing Voice Gateway Running Configuration.............................................................48 Modify the Supplied Gateway "Standalone" Template Example to Use with the Getting Started Exercises.............................................................................................................................................49 Copy the Configuration Changes to the Operations Console..............................................................51 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) i Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed..................52 Save the New Running Configuration to the Startup Configuration File..............................................53 Load the New Voice Gateway Application Services.............................................................................53 Complete the Exercise by Placing the Test Call.......................................................................................54 Place the POTS or VoIP Call...............................................................................................................54 7. Installing Unified Call Studio.....................................................................................................................55 Running the Cisco Unified Call Studio Installation Program.....................................................................55 8. Add a Custom Voice Application Created with Call Studio........................................................................57 Exercise Prerequisites..............................................................................................................................58 Start Call Studio.......................................................................................................................................58 Create a New Call Studio Project.............................................................................................................58 Create the Voice Application Call Flow and Validate It.............................................................................59 Deploy the Custom Call Studio Application to a File Folder.....................................................................63 Deploy the Custom Application on the VXML Server...............................................................................66 Place the Test Call....................................................................................................................................67 Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise....68 9. Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting).................................71 Unified CVP VXML Server with Reporting................................................................................................71 Prerequisites for the VXML Server with Reporting Exercise................................................................71 Run Reporting Batch Files.......................................................................................................................72 Identify and Configure the Call Server.....................................................................................................73 Add the Unified CVP Reporting Server to the Operations Console.........................................................75 Remove and Replace Existing "Standalone" VXML Server Definition.....................................................76 View the Configuration States of the Various Servers You Added............................................................77 Configure the VXML Server to Send Call Data........................................................................................78 Check Running Status of the Servers and Restart the VXML Server......................................................78 Place a Call that Requests the Custom Voice Application........................................................................79 Verify that the Reporting Server Received VXML Events.........................................................................80 (Optionally) Add a Reporting User...........................................................................................................81 Access the cvp_data Informix Database Using Dbaccess.......................................................................81 Query the cvp_data Database..................................................................................................................83 10. Comprehensive Call Flow Model Exercise..............................................................................................85 Comprehensive Call Flow Design Elements and Configuration Sections................................................86 Exercise Prerequisites..............................................................................................................................87 Section A: Ingress Gateway/Voice Browser Configuration.......................................................................88 Restore the Gateway Running Configuration......................................................................................88 Log into the All-in-One-Box Server and Start the Operations Console................................................89 Add the Voice Gateway to the Operations Console.............................................................................91 Transfer Required Gateway Scripts and .wav Files to the Gateway.....................................................93 Modify the Supplied Gateway "Comprehensive" Template Example to Use with the Getting Started Exercises.............................................................................................................................................94 Copy the Configuration Changes to the Operations Console..............................................................95 Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed..................96 Save the New Running Configuration to the Startup Configuration File..............................................97 Section B: Configuration for Use with ICM...............................................................................................97 Identify and Configure the Call Server In the Operations Console......................................................98 Add the Unified CVP VXML Server to the Operations Console.........................................................101 Create and Deploy the customhelloworld Voice Application..............................................................102 Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM...................................103 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) ii Verify that Enough PG Places Have Been Allocated on Unified ICM................................................103 Define the Voice Response Unit (VRU) on Unified ICM.....................................................................105 Add the PG to the ICM Configuration Manager and Obtain a PG ID.................................................107 Add a Label to the VRU Previously Defined......................................................................................109 Set the Default Voice Response Unit (VRU)......................................................................................110 Install the PG on CVP........................................................................................................................111 Add ECC Variables to ICM.................................................................................................................119 Configure Call Types..........................................................................................................................125 Configure Dialed Numbers................................................................................................................126 Section D: ICM Scripting Configuration for CVP.....................................................................................127 Create Network VRU Script...............................................................................................................127 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld..................................129 Create a Call Type Manager Entry Routing Script and Call Schedule...............................................135 Section E: Configuring Unified Communications Manager.....................................................................136 Complete the Main Exercise...................................................................................................................136 Add Call Transfer to the Exercise............................................................................................................137 Modify the customhelloworld ICM Script to Transfer the Call.............................................................137 Add the Reporting Elements to the Exercise..........................................................................................139 11. Expand the Initial Exercises..................................................................................................................141 Use the VXML Server as a Media Server for Your Custom Media Files.................................................141 Modify the Server Directory Structure to Work as a Media Server ...................................................141 Create a Media File with Proper Codex Properties...........................................................................142 Modify the Application Script to Support the Media Files..................................................................143 Process User Input.................................................................................................................................144 Modify customhelloworld for User Input.............................................................................................144 12. Troubleshooting Tips and Techniques...................................................................................................151 General Troubleshooting Notes..............................................................................................................151 Common Audio Responses, Error Messages, and Issues with Solutions.........................................151 Voice Gateway Troubleshooting Issues and Tips....................................................................................154 Verify that the Voice Gateway is Added to the Operations Console and is "Reachable"...................154 Gateway Command Line - Commands Useful for the Exercises ......................................................155 Voice Gateway Debug Commands and Log Files..............................................................................157 View, Copy, Print the Voice Gateway Configuration File....................................................................157 Gateway Configuration File................................................................................................................158 Using Terminal Configuration Mode to Alter the Running Configuration............................................158 VXML Server Troubleshooting Issues and Tips......................................................................................160 Check the Status and/or Restart the VXML Server...........................................................................160 Restart the VXML Server Using Windows Services Management....................................................160 VXML Server Not Reachable and You Cannot Restart it...................................................................161 Access the VXML Server Administrative Batch Files.........................................................................161 Access, Read, and Clear the VXML Server Log Files.......................................................................162 Call Server Troubleshooting Issues and Tips..........................................................................................163 Reporting Server Troubleshooting Issues and Tips................................................................................163 Call Studio (customhelloworld) Troubleshooting Issues and Tips...........................................................164 Subdialog Return - Caller Input Error................................................................................................166 Troubleshooting the Comprehensive Call Flow Exercise........................................................................166 Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise.......................................167 Common Problems with the Comprehensive Exercise......................................................................168 Troubleshooting the PG Installed on the Unified CVP Server............................................................170 Using Unified ICM Script Monitoring to Track Call Progress...................................................................171 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) iii Enable ICM Script Monitoring............................................................................................................171 13. Where Do I Go from Here?...................................................................................................................175 Glossary .....................................................................................................................................................179 Index ...........................................................................................................................................................191 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) iv List of Figures Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow......................................12 Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow............................13 Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified CVP Standalone VXML Server - with Reporting...................................................................................................................................................15 Figure 4: Unified CVP Comprehensive Call Flow Example...........................................................................................17 Figure 5: Call Management Administration - Main Window..........................................................................................29 Figure 6: Call Management Administration - Defining a Trunk.....................................................................................30 Figure 7: Unified CM - Define Trunks............................................................................................................................32 Figure 8: Unified CM - Define a Route Pattern..............................................................................................................33 Figure 9: Unified CM - All Route Patterns Defined........................................................................................................34 Figure 10: CVP Installation - Reporting Password.........................................................................................................39 Figure 11: CVP Operations Console - Login Window....................................................................................................42 Figure 12: CVP Operations Console - Main Window.....................................................................................................42 Figure 13: View List of VXML Servers Known to the Operations Console...................................................................44 Figure 14: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console.44 Figure 15: CVP Operations Console - Add Voice Gateway............................................................................................46 Figure 16: CVP Operations Console - Confirm Added Gateway Message.....................................................................47 Figure 17: Call Studio - New Project Named..................................................................................................................59 Figure 18: Call Studio - Creating customhelloworld Call Flow......................................................................................60 Figure 19: Call Studio - Creating customhelloworld Call Flow - Connections...............................................................61 Figure 20: Call Studio - Creating customhelloworld Call Flow - Audio Element...........................................................62 Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................63 Figure 22: Call Studio - Deploy Voice Application.........................................................................................................64 Figure 23: Call Studio - Browse to Application's Deploy Destination............................................................................65 Figure 24: Verify the Custom Voice Application is on the VXML Server.......................................................................66 Figure 25: Custom Voice Application status.bat Results.................................................................................................67 Figure 26: status.bat - VXML Server Status....................................................................................................................67 Figure 27: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................69 Figure 28: CVP Operations Console - Define the CVP Call Server...............................................................................74 Figure 29: CVP Operations Console - Define Additional Call Server Configuration Items...........................................74 Figure 30: CVP Operations Console - Add Reporting Server.........................................................................................76 Figure 31: CVP Operations Console - Control Center - Network Map..........................................................................79 Figure 32: Reporting - Examine Reporting Server Statistics for Comprehensive Call...................................................80 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) v Figure 33: Dbaccess - Connect to the cvp_data Database...............................................................................................82 Figure 34: Unified CVP Comprehensive Flow Model Example.....................................................................................86 Figure 35: CVP Operations Console - Login Window....................................................................................................90 Figure 36: CVP Operations Console - Main Window.....................................................................................................91 Figure 37: CVP Operations Console - Add Ingress Gateway..........................................................................................92 Figure 38: CVP Operations Console - Define the CVP Call Server...............................................................................99 Figure 39: CVP Operations Console - Define Additional Call Server Configuration Items...........................................99 Figure 40: Unified CVP Call Server - Configure for Comprehensive Exercise............................................................100 Figure 41: Unified CVP Operations Console - Call Server Successfully Added..........................................................100 Figure 42: CVP Operations Console - Add Non-standalone VXML Server.................................................................102 Figure 43: ICM Setup - Check Number of Allocated PG Slots.....................................................................................104 Figure 44: ICM - Check Range of PGs that Can be Used.............................................................................................105 Figure 45: ICM - Create Type 10 VRU Name...............................................................................................................107 Figure 46: ICM Configuration Manager - PG Logical Controller ID...........................................................................108 Figure 47: ICM Configuration Manager - Add PG and Get ID.....................................................................................108 Figure 48: ICM Configuration Manger - Routing Client Label for PG........................................................................109 Figure 49: ICM Configuration Manager - Configure PG..............................................................................................109 Figure 50: ICM - Create Type 10 VRU Label...............................................................................................................110 Figure 51: ICM Configuration Manager - Identify the Default VRU............................................................................111 Figure 52: ICM - Add ICM Instance.............................................................................................................................112 Figure 53: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server..............................................113 Figure 54: ICM - Add Peripheral Gateway Instance.....................................................................................................114 Figure 55: ICM Setup - Select PG Type as VRU...........................................................................................................114 Figure 56: ICM - Add Peripheral Gateway - PIM.........................................................................................................115 Figure 57: ICM Setup - PG Setup - PIM Parameters....................................................................................................116 Figure 58: ICM - Add Peripheral Gateway - VRU Connection Port.............................................................................116 Figure 59: ICM Setup - Install PG - Enter Logical Controller ID.................................................................................117 Figure 60: ICM - Add Peripheral Gateway - Side A Preferred......................................................................................117 Figure 61: ICM Setup - Install PG - Network Interfaces...............................................................................................118 Figure 62: ICM Configuration Manager Message - Enable ECC Variables..................................................................120 Figure 63: ICM System Information - Enable ECC Variables......................................................................................120 Figure 64: ICM Expanded Call Variable List (ECC Variables).....................................................................................121 Figure 65: ICM - Create Network VRU Script..............................................................................................................128 Figure 66: ICM - Create Call Script - Start Element.....................................................................................................130 Figure 67: ICM - Create Call Script - Add Set Variable Elements................................................................................131 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) vi Figure 68: ICM - Create Call Script - Define user.microapp.media_server..................................................................131 Figure 69: ICM - Create Call Script - Define user.microapp.app_media_lib................................................................132 Figure 70: ICM - Create Call Script - Define user.microapp.ToExtVXML..................................................................132 Figure 71: ICM - Create Call Script - Define user.microapp.UseVXMLParams..........................................................133 Figure 72: ICM - Create Call Script - Connect Elements..............................................................................................134 Figure 73: ICM - Create Call Script - Validate Script...................................................................................................134 Figure 74: ICM Script - Add Call Transfer Label..........................................................................................................137 Figure 75: ICM Script Editor - Configure Label...........................................................................................................138 Figure 76: ICM Script Editor- Transfer Call.................................................................................................................138 Figure 77: Call Studio - Create Decision States............................................................................................................147 Figure 78: Call Studio - Logic for Getting User Input..................................................................................................148 Figure 79: Call Studio - CVP Subdialog Return Element - Caller Input Error.............................................................166 Figure 80: ICM Scripting Tool - Monitoring Turned On...............................................................................................172 Figure 81: ICM Scripting Tool - Monitoring Results....................................................................................................172 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) vii Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) viii Preface Purpose This guide provides instructions that help you, as a new user, get started using the Cisco Unified Customer Voice Portal (Unified CVP) product in one or more test environments. Configuring a test environment is intended to provide a simplified experience with the Unified CVP product prior to designing and implementing your working deployment. Note: • Licensing is not required for the test systems. • This guide does not describe the configuration details required to set up, run, and administer the Unified CVP product. It is intended as a quick checklist of the basic steps required for getting started with this product. For detailed information about the product and configuration instructions, consult Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html). • The instructions in this guide only pertain to fresh installs. The Unified CVP product supports several call flow models. Only the following models are covered by the exercises in this guide: • Unified CVP VXML Server (Standalone) • Simplified test model using Unified CVP Built-in Reporting • Unified CVP Comprehensive SIP (simplified example) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 1 Preface Audience Note: • For configuration details for all the call flow models, in a production environment, refer to the Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html). • Cisco strongly recommends that you complete the exercises in the order presented in this guide, even if you do not intend to create a standalone call flow production system. The experiences in configuration and development in these exercises build on each other and provide valuable troubleshooting experience. Once you have completed the simpler standalone exercises, the comprehensive exercise will be easier to complete and troubleshoot. Audience This document is intended for Call Center managers, Unified CVP system managers, Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)/ Cisco Unified ICM Hosted (Unified ICMH) system managers, VoIP technical experts, and IVR application developers. Readers of this manual must already have a general understanding of the Unified ICME products, as discussed in the Pre-Installation Planning Guide for Cisco Unified Intelligent Contact Management Enterprise and the Product Description Guide for Cisco Unified Intelligent Contact Management Hosted. Refer to the Unified ICME documentation (http://www.cisco.com/en/ US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) link. Readers must also be familiar with general Unified ICM installation and setup procedures. Organization The manual is divided into the following chapters. Chapter Description 1. Purpose and Use of this Exercise Guide (page Describes the limited scope of this guide and how best to use the 7) guide. 2. Brief Introduction to the Unified CVPProduct Contains a high-level description of Unified CVP features and the and the Exercises (page 9) call flow model exercises used in this guide. 3. Exercise Prerequisites (page 19) Indicates tasks that must be performed, or decisions that must be made, when preparing for the exercises. 4. Optionally, Prepare to Use IP Phones for the Exercises (page 27) Set up the test deployment to use VoIP phones through Unified Call Manager. 5. Install Unified CVP Components (page 35) Provides instructions on installing Unified CVP for each call flow model exercise covered in this guide. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 2 Preface Organization Chapter Description 6. Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) (page 41) A basic exercise that demonstrates connectivity for the various components. Uses the build-in VXML server and a default voice application called HelloWorld. 7. Installing Unified Call Studio (page 55) Provides instructions for installing Unified Call Studio, which is used to create and deploy a custom voice application. 8. Add a Custom Voice Application Created with Modifies the Standalone exercise by creating custom version of Call Studio (page 57) HelloWorld and deploying it. 9. Unified CVP VXML Server Call Flow Model Exercise (with Reporting) (page 71) Adds reporting to the existing exercises. Modifies the VXML server to work with the Unified CVP call server. Uses the build-in CVP reporting features. 10. Comprehensive Call Flow Model Exercise (page 85) Provides steps required to configure and complete the Comprehensive call flow model exercise. 11. Expand the Initial Exercises (page 141) Provides steps required to use additional Unified CVP capabilities. 12. Troubleshooting Tips and Techniques (page 151) Provides troubleshoot tips for Unified CVP projects and walks through several troubleshooting techniques. 13. Where Do I Go from Here? (page 175) Describes where to go next for information needed to use Unified CVP in your production environment. Unified CVP provides the following documentation: • Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ prod_installation_guides_list.html) provides installation instructions and information about Cisco Security Agent for the Unified CVP deployment. We strongly urge you to read this document in its entirety. • Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_implementation_design_guides_list.html) provides design considerations and guidelines for deploying contact center voice response solutions based on Cisco Unified Customer Voice Portal (CVP) releases. • Getting Started with Cisco Unified Customer Voice Portal (http://www.cisco.com/en/ US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html) provides instructions to create a simplified Unified CVP lab setup and perform basic call flow model exercises. • Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html)describes how to configure, run, and administer the Cisco Unified CVP product, including associated configuration. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 3 Preface Organization • Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_programming_reference_guides_list.html) describes the settings, element data, exit states, and configuration options for Elements. • Installation and Upgrade Guide for Cisco Unified Customer Voice Portal (http:// www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html) describes how to install Unified CVP software, perform initial configuration, and upgrade. • Operations Console Online Help for Cisco Unified Customer Voice Portal (http:// www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) describes how to use the Operations Console to configure Unified CVP solution components. Note: There is a printable (PDF) version of the Operations Console online help. Refer to the Operations Console User Guide for Cisco Unified Customer Voice Portal (http:// www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html). The user guide also explains how to log into the Operations Console. • Port Utilization Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/ en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html) describes the ports used in a Unified CVP deployment. • Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_programming_reference_guides_list.html) describes how to build components that run on the Cisco Unified VXML Server. • User Guide for Cisco Unified CVP VXML Server and Unified Call Studio (http:// www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) describes the functionality of Call Studio including creating projects, using the Call Studio environment, and deploying applications to the Unified CVP VXML Server. • Reporting Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/ US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html) describes the Reporting Server, including how to configure and manage it, and discusses the hosted database. • Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified Call Studio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_user_guide_list.html) describes in detail the functionality and configuration options for all Say It Smart plugins included with the software. • Troubleshooting Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/ en/US/products/sw/custcosw/ps1006/prod_troubleshooting_guides_list.html) describes how to isolate and solve problems in the Unified CVP solution. For additional information about Unified ICME, refer to the Cisco web site listing Unified ICME documentation (http://www.cisco.com/en/US/products/sw/custcosw/ps1001/ tsd_products_support_series_home.html). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 4 Preface Conventions Conventions This manual uses the following conventions: Convention Description boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: • Choose Edit > Find. • Click Finish. italic font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming convention. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </ title></html> < > Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 5 Preface Documentation Feedback http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. Documentation Feedback You can provide comments about this document by sending email to the following address: mailto:ccbu_docfeedback@cisco.com We appreciate your comments. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 6 Chapter 1 Purpose and Use of this Exercise Guide Purpose of this Guide This chapter explains the purpose and use of this guide. As explained in the Preface, the intended purpose of this guide is to provide exercises that enable you, as a knowledgeable Unified CVP system manager or other qualified person, to install the product in a test environment. The intention is for you to create a simplified, working system and gain experience with the product prior to installing a production system. The exercises in this guide are progressive. Each exercise builds on the prior, related exercise. Complete the exercises in the order shown in the following list. • The following exercises use the Standalone Call Flow Model, that is, the VXML server interacts directly with your gateway: – Unified CVP VXML Server Standalone (HelloWorld) (page 11) Demonstrates call connection between the voice gateway and the VXML server using a default voice application called HelloWorld. – VXML Server Standalone with Custom Voice Application (page 13) Creates, deploys, and tests a custom voice application. • VXML Server Standalone with Reporting (page 14) • Unified CVP Comprehensive Call Flow Model (page 16) For descriptions of these exercises, refer to Brief Introduction to the Unified CVP Product and the Exercises (page 9). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 7 Chapter 1: Purpose and Use of this Exercise Guide How to Use this Guide Note: Cisco strongly recommends that you complete the exercises in the order presented in this guide, even if you do not intend to create a standalone call flow production system. The experiences in configuration and development in these exercises build on each other and provide valuable troubleshooting experience. Once you have completed the simpler standalone exercises, the CVP-portion of the comprehensive exercise will be easier to complete and troubleshoot. How to Use this Guide The following steps provide a method for gaining the most positive experience when completing the exercises in this guide: 1. If you are not familiar with the product, carefully examine the expanded introduction material and call flow model descriptions in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/ sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html). If you only need to review this information, read the summary information in Brief Introduction to the Unified CVP Product and the Exercises (page 9). 2. Examine the call flow model descriptions in the Brief Introduction to the Unified CVP Product and the Exercises (page 9) to understand the principles behind each exercise. 3. Examine and complete the prerequisites for the exercises you intend to complete. Refer to Exercise Prerequisites (page 19). 4. Follow the installation tasks for the exercises you want to complete. Refer to Install Unified CVP (page 35). 5. Complete the configuration and testing tasks in the chapters for each specific exercise. 6. If necessary, go to the troubleshooting information for help in correcting issues that come up during the exercises. Once you have a working system, it is valuable to carefully "break" the system and use the troubleshooting chapters to examine the results. Refer to Troubleshooting Tips and Techniques (page 151). 7. Refer to Where Do I Go from Here (page 175) for production system design and deployment information references. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 8 Chapter 2 Brief Introduction to the Unified CVP Product and the Exercises This chapter provides a high-level view of the Unified CVP product as it pertains to the call flow model exercises presented in this guide. It does not provide an in-depth discussion of the product, nor does it describe other call flow models and implementation factors that you must consider when designing a production system. For a fuller description of the product and its implementation, refer to Where Do I Go from Here? (page 175). This chapter contains the following topics: • Main Features of the Unified CVP Product, page 9 • Call Flow Model Exercises Used in this Guide, page 10 Main Features of the Unified CVP Product Unified CVP is a web-based platform that provides interactive voice response (IVR) and service center call routing services for Voice over IP (VoIP) networks. Its components work together to enable you to create and deploy IVR applications that include voice and video interaction, as well as traditional numeric input, to provide intelligent, personalized self-service over the phone. Unlike proprietary IVR systems, the Unified CVP product is based on VoiceXML (VXML). VXML provides a flexible application development and deployment environment for creating IVR applications that control audio input and output, presentation logic, call flow, telephony connections, and error handling. Its suite of components extends the capabilities of VXML by providing the ability to receive and report IVR events and interface with your company customer database components. Refer to User Guide for Cisco Unified CVP VXML Server and Unified Call Studio (http:/ /www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) for a VXML overview. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 9 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide The major components of the Unified CVP product provide the following capabilities: • Unified CVP call server - Hosts a number of services including an IVR service, a SIP service, and an ICM service that interfaces with Unified ICM. • Unified CVP Operations Console - Provides a management interface for all of the Unified CVP components. • VoiceXML server - Executes advanced IVR applications. • Reporting server - Receives reporting events from IVR, SIP, and VXML services; transforms and writes reporting data to its database. • Call Studio - Provides a consistent, integrated development platform for creating voice applications. Unified CVP tools and third-party tools are integrated as plug-ins. For additional information refer to Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html). Call Flow Model Exercises Used in this Guide The Unified CVP product supports a number of functional deployment (call flow) models, distributed network options, high availability options, and other configuration decisions that create a large number of possible deployments. Refer to Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/ sw/custcosw/ps1006/products_implementation_design_guides_list.html). This getting started guide supports simplified examples of the following call flow model deployments: • VXML Server Standalone Call Flow Model Exercises These exercises build a simple test environment that demonstrates proper connection to the Unified CVP VXML server from the voice gateway. The call flow is directly between the gateway and the VXML server. – Unified CVP VXML Server Standalone Call Flow Model (HelloWorld) Access the VXML server from the voice gateway to respond to a phone call by launching the VXML server default HelloWorld application. – VXML Server Standalone Call Flow Model (customhelloworld) Create and deploy a custom version of HelloWorld and modify the HelloWorld exercise to use it. – VXML Server Standalone Call Flow Model (with Reporting) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 10 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Send call flow data from the VXML server to the reporting server using the call server, and examine that data. • Unified CVP Comprehensive Call Flow Model Use the Unified CVP product to provide a VXML server to respond to a phone call by accessing a simple, custom application, created in a prior exercise. Access the application indirectly through a Unified ICM script. These exercise implementations use a single server to host the Unified CVP VXML application, call server application, and reporting server application. This combined configuration is a lab environment called all-in-one-box. It is only applicable to non-production, test setup environments. Each exercise is designed to build on the learning and configuration performed for the previous exercise. Complete the HelloWorld exercise first and proceed with the other exercises in the order listed in the preceding exercise descriptions. The following sections detail each of the test exercises. Unified CVP VXML Server Standalone Call Flow Model (HelloWorld) The goal of the HelloWorld exercise is to create a lab-based implementation of Unified CVP that enables you to plug a phone into the FXS port of the voice gateway, call a specific number, and have the voice gateway instruct the Unified CVP VXML server to launch the default VoiceXML application HelloWorld. Note: Alternate instructions are included with this exercise for users who want to send the call through a VoIP phone using Cisco Unified Communications Manager. In this standalone call model, only the gateway and the VXML server are involved in handling the call flow. The following diagram illustrates the call flow process. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 11 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow The basic steps in the call flow, as shown in the diagram, are: 1. (1A or 1B) The call flow starts when you dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone, when using the alternate version of this exercise). 2. The voice gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the handling instructions for the DN are to launch the HelloWorld application. (HelloWorld is a default application that resides on the VXML server.) 3. The voice gateway makes an HTTP request (through its voice browser) to the VXML server to initiate the HelloWorld application. 4. The VXML server instructs the voice gateway to play the HelloWorld.wav file to the caller. The following components are used in this exercise: • An ingress gateway (part of the voice gateway) which accepts the analog call input, converts it to digital, and sends HTTP-based information to the Unified CVP application using the voice browser. • The VXML server, which executes the IVR application requested by the voice gateway. • A voice browser (part of the voice gateway) which processes the VXML server responses. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 12 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Unified CVP VXML Server Standalone Call Flow Model (customhelloworld) This exercise substitutes a custom voice application, that you create using Call Studio, for the default HelloWorld application. The following diagram illustrates the call flow using a custom voice application. Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow The basic steps in the call flow, as shown in the diagram, are: 1. (Setup, Prior to Call Flow) Deploy the custom voice application to the VXML server from Call Studio using the deployApp.bat utility. 2. (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone configured through Unified Communications Manager). (This is a different DN than the number used in the HelloWorld exercise.) 3. The voice gateway matches the DN with a second dial peer which is configured for specific handling based on the new DN. In this case, the handling instructions for the DN are to launch the customhelloworld application, which you create and deploy as part of this exercise. 4. The voice gateway (through its voice browser) makes an HTTP request to the VXML server to initiate the customhelloworld application. 5. The VXML server instructs the voice gateway to play the customhelloworld response to the caller. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 13 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide 6. The voice browser uses the TTS server to obtain audio to send back to the caller. The following components are used in this exercise: • Call Studio, used to create and deploy the application. • A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sends HTTP-based information to the Unified CVP application. • The VXML server, which executes the IVR application requested by the voice gateway. • A TTS server that converts the customhelloworld text message to audio. • A voice browser (part of the voice gateway) which processes the VXML server response and the TTS response. VXML Server Standalone Call Flow (Reporting) In this exercise you plug a phone into the FXS port of the voice gateway (or use a VoIP connection), call a specific number, and have the voice gateway instruct the VXML server to launch customhelloworld, a simple VoiceXML application you created in the prior exercise. This implementation of the standalone VXML server call flow model uses the call server to pass call data from the VXML server to the reporting server. All three functions (VXML server, call server, and reporting server) are installed in a simple, lab-based, all-in-one-box implementation of Unified CVP. The following diagram illustrates the call flow process. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 14 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified CVP Standalone VXML Server - with Reporting The basic steps in the call flow, as shown in the diagram, are: 1. (Setup, prior to call flow) Deploy the custom voice application to the VXML server from Call Studio using the deployApp.bat utility. 2. (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone configured through Unified Communications Manager). 3. The voice gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the handling instructions for the DN are to launch the customhelloworld application. Note: Do not use the number for the default HelloWorld application. HelloWorld only produces minimal reporting data. You must use the DN you set up to request customhelloworld. 4. The voice gateway (through its voice browser) makes an HTTP request to the VXML server to initiate the customhelloworld application. 4A. The VXML server also sends the call data to the call server which forwards it to the reporting server. 5. The VXML server instructs the voice gateway to play the customhelloworld response to the caller. 5A. The VXML server also sends the call data to the call server which forwards it to the reporting server which stores the call data in its cvp_data Informix database. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 15 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide The following components are used in this exercise: • Call Studio, used to create and deploy the application. • A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sends HTTP-based information to the Unified CVP application. • The VXML server, which executes the IVR application requested by the voice gateway. • A call server which receives call flow data from the VXML server and sends it to the reporting server. • A reporting server which stores the call data in its Informix database. • A TTS server that converts the customhelloworld text message to audio. • A voice browser (part of the voice gateway) which processes the VXML server response and the TTS response. Comprehensive Call Flow This exercise involves the Unified ICM product in the call process. In this case, the voice gateway communicates with the call server, which in turn forwards the call information to the Unified ICME CallRouter, which follows the a script based on this call's call type. The script contains instructions to launch either the HelloWorld or the customhelloworld application on the VXML server. In this exercise, the VXML server, call server, and reporting server functions of Unified CVP are combined in an all-in-one-box lab environment intended to capture the basics of product setup. The addition of Unified ICM integration to the exercise provides additional configuration experience. To reduce the number of hardware devices required for these exercises, the ingress gateway that handles the incoming calls and the voice browser that interfaces with the VXML server are hosted on a single gateway platform. The following diagram illustrates the call flow process. Note: • Throughout the call process, the call server sends reporting data to the reporting server for storage in the cvp_data Informix database. • Unified ICM interfaces with Unified CVP through a peripheral gateway (PG). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 16 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Figure 4: Unified CVP Comprehensive Call Flow Example The basic steps in the call flow, as shown in the diagram, are: 1. The caller dials a specific number (called the "dialed number" or DN) using an analog phone connected to the ingress gateway FXS port (or a VoIP phone connection, if using the alternate form of these exercises). 2. The ingress gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the DN is associated with instructions for handling a call using a comprehensive call flow application through SIP. 3. The ingress gateway sends the dial-peer information about the DN to the call server using SIP. 4. The call server forwards this information to the Unified ICM CallRouter through the PG. 5. Based on the DN, ICM associates this call with a call type and accesses the user-defined run external script for that call type. 6. In this case, the ICM script contains only information to launch the HelloWorld (or customhelloworld) application on the VXML server. The CallRouter sends this information back to the call server. 7. The call server instructs the voice browser to launch the application from the VXML server. 8. The voice browser requests HelloWorld or customhelloworld from the VXML server. 9. The voice browser forwards the audio response to the ingress gateway. 10. The ingress gateway responds to the caller. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 17 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 18 Chapter 3 Exercise Prerequisites This chapter provides the decision making, hardware and software installation, and data gathering prerequisites for performing the exercises. It assumes you have studied the basic information presented in the following documents: • Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_implementation_design_guides_list.html) • Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html) • Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Software (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ prod_technical_reference_list.html) This chapter contains the following topics: • Server Hardware and Software Requirements, page 19 • Planning Prerequisites, page 21 • Prerequisite Tasks (Before Installing Unified CVP Software), page 25 Server Hardware and Software Requirements These exercises are designed as all-in-one-box configurations. That is, the Unified CVP software required for these exercises can run on a single server or virtual server. Requirements for the server hardware or virtual server you use to create these exercises include: • Must be running Windows 2003 • Must have a minimum of 3 GB of memory for installation and operations Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 19 Chapter 3: Exercise Prerequisites Server Hardware and Software Requirements • These exercises were tested with a virtual server having a virtual Intel dual core 3.4 GHz Xeon processor. The virtual processor powers the call server, VXML server, reporting server, and all other functions for the all-in-one-box configuration. • The VXML Standalone Server with Reporting exercise uses the Reporting Package, one of the Unified CVP installation selections. This package requires the Unified CVP hostname or Windows hostname for the Unified CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the server hostname is DOCCVP801. If the hostname does not meet these requirements, the exercises still work properly. However, the reporting server only creates call reporting events; it does not write the data to the Informix database. • The Unified CVP product requires between 300 MB and 600 MB of installation space, depending on the exercise components you select. You must also have 10 GB of free drive space for the test version of the reporting database (used in the VXML Server with Reporting exercise). The space for the reporting database can be on the same drive as the Unified CVP installation, or a separate drive on the server you are using for the exercises. • The password policy for the reporting server component requires that the Minimum Password Age parameter be set to 0 days for both the local and/or domain security policy. • Determine the System Image File version number for the voice gateway. This number is listed on the gateway Version screen. It can be accessed using the show version command from the gateway command line interface. Compare this version number with the list of ISO image versions supported for the version of Unified CVP indicated on the title page of this guide. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM) for software version information for Cisco gateways. If necessary, update the gateway's image before completing these exercises. • If you choose to perform the customhelloworld exercise using a text message, you must have a TTS server running. Point to this server in the voice gateway configuration when you modify the configuration as part of exercise #1. Note: If you do not want to use a TTS server, Exercise #2 provides alternate instructions that use a .wav file. Gateway Requirements: • The gateway you use to access the VXML server must be approved for Unified CVP 8.0 or later. Refer to Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Software (http://www.cisco.com/en/US/products/sw/custcosw/ ps1006/prod_technical_reference_list.html), the Cisco Gateway section for the model and required software image level. • The exercises use a gateway with an FXS Port. If the gateway does not have an FXS port (for use with a standard telephone) or you cannot obtain one for it, you must follow the instructions in Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 27). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 20 Chapter 3: Exercise Prerequisites Planning Prerequisites Planning Prerequisites Before you install the Unified CVP product and begin the getting started exercises, you must complete the following planning prerequisites: • Examine the exercises described in Brief Introduction to the Unified CVP Product (page 9). These exercises are progressive, that is, tasks you perform in each prior exercise are needed for the next exercise. • Examine the set of components needed for each exercise. Refer to the table in Installation Components for Each Call Flow Exercise (page 21). Those components that are not part of the installation (as explained in Installation Components for Each Call Flow Exercise (page 21)), you must install and configure separately. Note: This document does not explain the installation and basic setup of components that are not part of the Unified CVP software. It does explain setup that is specific to the getting started exercises. • Fill out the Table of Required Data (page 22) and have the data available when you begin the exercises. • Cisco strongly recommends that you examine Troubleshooting Tip and Techniques (page 151) before you begin these exercises. This section provides: – Troubleshooting concepts and examples. – Techniques for commonly needed operations such as easily accessing the voice gateway configuration file. – Tables providing issues and error messages you are likely to run into and their remedies. – Access to, and examples of, debug files and commands. Installation Components for Each Call Flow Exercise The following table presents the components required for each of the call flow model exercises in this guide. You must have the software packages available for installation (Unified CVP, Call Studio, and Unified ICM, Gateway software, TTS server software, and all other software), based on the exercises you intend to complete. Note: Many of the components in the following table are available as part of the Unified CVP installation. Those components are available by selecting packages during the installation. For your reference, the following list shows the correspondence between the components and installation packages. The packages you must select for each exercise are listed as part of the installation task steps; you do not have to remember which components are installed by which package selections. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 21 Chapter 3: Exercise Prerequisites Planning Prerequisites • Core Software - Installs the call server and Operations Console. • VXML server - Installs the integrated, standalone VXML server application. • Reporting - Installs the integrated reporting server application. • Remote Operations - Provides support for remotely issuing System CLI commands. • System Media Files - Provides a set of English and/or Spanish IVR media files. The following abbreviations are used in the exercise listing table: • TTS Svr - text-to-speech server (OPTIONAL) • VXML Svr - VXML server • Rpt Svr - reporting server • Call Svr - call server • Ops Console - Operations Console • S. H. - security hardening Exercise Voice TTS Gateway Svr VXML Rpt Svr Svr Call Call Svr Support Ops System S. H. Studio Tools Console Media Files ICM Standalone Simple Yes No Yes No No No No Yes No No No Standalone Custom App Yes *Yes Yes No Yes No No Yes No No No VXML Server Yes with Reporting *Yes Yes Yes No Yes No Yes No No No Comprehensive Yes *Yes Yes No No Yes No Yes No No Yes Note: *The TTS server is optional; an alternate form of the exercise is provided that uses a .wav file. Table of Required Data The following table describes the dial numbers used for the exercises. They are used as follows: • The POTS numbers for the standalone exercises are converted within the voice gateway to VoIP and sent directly to the VXML server. Refer to Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises (page 49). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 22 Chapter 3: Exercise Prerequisites Planning Prerequisites • The VoIP numbers for the standalone exercise match route patterns you configure in the Cisco Unified Communications Manager. Refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 27). • In the comprehensive exercise, only one number is needed for HelloWorld and one for customhelloworld. Because the calls go to the Cisco Unified Communications Manager (not directly to the VXML server), the converted POTS input is essentially, just another VoIP phone input. Phone Numbers for the Exercises Exercise Call Type Application Dialed Number Standalone POTS HelloWorld 8002221111 Standalone POTS customhelloworld 7002221111 Standalone SIP - VoIP HelloWorld 8005551234 Standalone SIP - VoIP customhelloworld 7005551234 Comprehensive POTS and VoIP HelloWorld 8005557777 Comprehensive POTS and VoIP customhelloworld 7005557777 Print the following table and fill in the details for the exercises you want to perform. Passwords for the Operations Console and the Reporting server must include three of the following: letters, numbers, symbols, upper/lower case. Also, each password must be at least 8 characters and cannot include any common words as part of the password. Example: Abyz12x4 Note: The following table assumes you have installed the Unified CVP server as a virtual machine and are using the programs VMWare Infrastructure and VNC Viewer to access the physical server and the CVP-designated virtual server for installation and configuration, respectively. Substitute your own program login information, if different. Gateway, Server, and Other Access Information Device or Program Information Needed Voice Gateway Hostname/IP: Telnet access; needed for gateway configuration and troubleshooting. Device Type: Telnet Login/Password: Enable (admin) Password: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 23 Chapter 3: Exercise Prerequisites Planning Prerequisites Physical Server that will Host Physical Server Hostname/IP: Unified CVP VMWare Login/Password: VMWare Infrastructure access; used for installations. Virtual Server that will Host Note: IMPORTANT! If you intend to complete the reporting portions of these exercises, the all-in-one-box Servers you must use a hostname that is a maximum of 12 characters long and that does not contain the dash character. The hostname in the examples is DOCCVP801. VNC access for configuration and troubleshooting. Hostname and IP: VNC Login and Password: Windows Login and Password: Operations Console Login and Password: ICM Server Hostname and IP: VNC access; configuration for VNC Login and Password: comprehensive exercise. Windows Login and Password: ICM Instance Name (entered when you ran icmsetup): Controller Domain Name (This is the Microsoft active directory name you used when you set up the ICM CallRouter/logger: Informix (Reporting) Database Default Admin Login: informix Default User Login: cvp_dbadmin VNC access; for DB setup and Single password for both logins (entered at Unified CVP install): query. Login Name for a reporting DB user you will add: Password for the reporting user: Cisco Unified Communications Manager: Hostname and IP: Cisco Unified Admin Mgr Login: Browser access; set up VoIP call trunks and route patterns. Password: TTS Server: Hostname and IP: VNC Viewer access; may want VNC Login and Password: IP for gateway configuration Windows Login and Password: file transfers. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 24 Chapter 3: Exercise Prerequisites Prerequisite Tasks (Before Installing Unified CVP Software) Prerequisite Tasks (Before Installing Unified CVP Software) After completing the planning and data gathering sections, complete the following tasks before installing the Unified CVP software: Obtain Unified CVP Software Obtain each of the software packages you need, based on the exercises you intend to complete (Unified CVP, Call Studio, ICM, TTS, Gateway). If you do not have the installation CDs or access to a downloadable version of the software, contact your account representative. Establish the Server or Virtual Server for the Exercises Establish a server, or create a virtual server with the characteristics described in Server Hardware and Software Requirements (page 19) to use as the all-in-one-box server. Install Simple Network Management Protocol (SNMP) SNMP is needed for the VXML server. Complete the following steps to install the Simple Network Management Protocol on the server you will use to install the Unified CVP software. Note: During the following SNMP installation, you may need the Windows Server 2003 Enterprise CD-ROM. Step 1 From the Windows Start menu, select Start > Settings > Control Panel > Add or Remove Programs. The Windows Add or Remove Programs screen displays. Step 2 From the icons to the left of the main window, select Add/Remove Windows Components. The Windows Component Wizard screen displays. Step 3 Scroll down the Components list; select Management and Monitoring Tools and click Details. The Management and Monitoring Tools selection window displays. Step 4 Select Simple Network Management Protocol. Click OK. The Windows Components screen redisplays. Step 5 Click Next. Windows completes the necessary installation. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 25 Chapter 3: Exercise Prerequisites Prerequisite Tasks (Before Installing Unified CVP Software) Note: Windows may request that you insert the Windows Server 2003 Enterprise CD-ROM or press OK to navigate to the location of the needed files. Step 6 Click Finish to close the wizard. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 26 Chapter 4 Optionally, Prepare to Use IP Phones for the Exercises The tasks in this chapter enable you to use VoIP instead of, or inaddition to, POTS when creating the experiments. Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Cisco Unified Communications Manager (Unified CM) serves two purposes in the getting started exercises: • In the standalone exercises, Unified CM enables you to send IP phone calls (VoIP calls) in addition to standard POTS calls. This function is important if the voice gateway does not have an FXS port, or if you want to experiment with both POTS and VoIP calls. In the standalone exercises, when you use a POTS phone input, the voice gateway converts that input to VoIP. However, the gateway sends the call request directly to the VXML server and therefore Unified CM is not required. • In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, then sends the call to Unified CM, which then uses the Unified CVP trunk you define to forward the call to the call server. In the case of IP phone calls, the calls go to Unified CM and are directed to Unified CVP. For the comprehensive exercises, Unified CM is required, regardless of call input type. In the following tasks you use the Cisco Unified Communications Manager Administration tool to define trunks and route patterns. The following trunks and route patterns are needed: • A phone trunk that sends VoIP calls from the IP phone to the voice gateway. This trunk is required for standalone exercises that use IP phones. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 27 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager • A phone trunk that sends incoming VoIP calls (both the converted POTS calls and the IP phone calls) to Unified CVP. The trunk is required for the comprehensive exercise. • Route patterns that identify the incoming IP phone calls for the standalone exercises. • Route patterns that identify the incoming VoIP calls (converted POTS and IP phone calls) for the comprehensive exercises. Because Unified CM sees both POTS calls and IP phones calls as incoming VoIP calls, in the comprehensive exercise, the same route patterns can be used for both POTS and IP phones (one for HelloWorld, one for customhelloworld). Note: This discussion does not explain how to install and set up the basic Unified Communications Manager system; it only explains how to configure Unified CM for use with the exercises in this guide. You must have previously installed a basic, working Unified Communications Manager system. Define the Trunks Used in the Getting Started Exercises To define the trunks for these exercises, only enter the items actually specified in the task steps. Leave other trunk entries blank, or use their existing default values. Step 1 Point a browser to the Unified Communications Manager IP address or hostname. The Product Selection window displays. Step 2 Select the Cisco Unified Communications Manager Administration product. The Cisco Unified CM Administration login window displays. Step 3 Log into the administration tool using your Unified Communications Manager username and password. The main window for the administration tool displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 28 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Figure 5: Call Management Administration - Main Window Step 4 From the main menu, select Device > Trunk. The Find and List Trunks window displays. Note: If desired, click Find to display existing trunk definitions. Step 5 Click Add New to start the trunk configuration wizard. Step 6 For Trunk Type, select SIP Trunk from the drop-down. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 29 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Figure 6: Call Management Administration - Defining a Trunk Note: SIP is automatically selected for device protocol. Click Next. Step 7 The next Trunk Configuration window has many sections. Configure only the following items: a. In the Device Information section: Device Name: VoiceGateway Description: Gateway trunk for standalone exercises Device Pool: Select Default from the drop-down menu. b. Scroll down. In the SIP Information section: Destination Address: Enter the IP address of the voice gateway. SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile. SIP Profile: From the drop-down menu, select Standard SIP Profile. Step 8 Click Save to save the definition. Click OK at the reset prompt. You will do this later. The message Added Successful displays. Or, if you did not enter all the required items, the wizard prompts you to correct specific entries. Step 9 Click Reset to display the Device Reset window. Click Reset on this window to make the changes effective. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 30 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager The status message Reset request was sent successfully displays. Click Close to close the Device Reset window. Step 10 Repeat the preceding steps to add a trunk to the call server (for the comprehensive exercises). Substitute the following information for step #7: a. In the Trunk Information section: Device Protocol: SIP Trunk b. In the Device Information section: Device Name: VoiceGateway Description: Trunk for comprehensive exercises Device Pool: Select Default from the drop-down menu. c. In the SIP Information section: Destination Address: Enter the IP address of the all-in-one-box Unified CVP call server. SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile. SIP Profile: From the drop-down menu, select Standard SIP Profile. d. Step 11 Click Save and after the reset prompt click Reset and use the Device Reset window to perform the reset operation. To check the new entries, click Device > Trunk. The table entries should show your newly defined trunks. (You may have to click Find to display the new truck information.) The Route Pattern area is blank at this point. You will add route patterns (dial numbers) in the next task. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 31 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Figure 7: Unified CM - Define Trunks Define the Route Patterns Define the call digits that Unified Communications Manager should direct to the newly defined trunks. In this case, define the phone numbers to be used by a VoIP phone through Unified Communications Manager for the HelloWorld and the customhelloworld applications used in the later exercises. The exercises use the following route patterns: • VoIP dialed number for HelloWorld (standalone exercises): 8005551234 • VoIP dialed number for customhelloworld (standalone exercises): 7005551234 • POTS/VoIP dialed number for HelloWorld (comprehensive exercise): 8005557777 • POTS/VoIP dialed number for customhelloworld (comprehensive exercise): 7005557777 Step 1 If you are not logged into the Unified Communications Manager administrative interface, refer to Start the Operations Console (page 41) for login information. Step 2 From the main window, select Call Routing > Route/Hunt > Route Pattern. The Find and List Route Patterns window displays. Click Find to display currently defined route patterns, if any. Step 3 Click Add New. The Route Pattern Configuration window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 32 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Step 4 In the Pattern Definition section, configure only the following settings: a. Route Pattern: Enter 8005551234 b. Description: HelloWorld VoIP Standalone DN c. Gateway/Route List: Select VoiceGateway (the gateway trunk you just defined) Step 5 No other entries are needed for this route pattern. Click Save to save the definition. Step 6 Click OK at the "authorization code" message and at the "update" message. Step 7 Verify the new route pattern is properly added: Click Call Routing > Route/Hunt > Route Pattern. You may need to click Find to display the data. The 8005551234 pattern displays with its VoiceGateway trunk description. Figure 8: Unified CM - Define a Route Pattern Step 8 Repeat these steps to define the route patterns for the remaining dialed numbers. Use the following route patterns, definitions, and trunks: • 7005551234; customhelloworld VoIP standalone DN; VoiceGateway • 8005557777; HelloWorld DN for comprehensive; VoiceGateway • 7005557777; customhelloworld DN for comprehensive; VoiceGateway Step 9 Verify the route patterns are properly added: Click Call Routing > Route/Hunt > Route Pattern. You may need to click Find to display the data. The following definitions display: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 33 Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Figure 9: Unified CM - All Route Patterns Defined Step 10 Close the Unified Communications Manager tool and exit the Unified CM server. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 34 Chapter 5 Install Components This chapter explains how to install the Unified CVP product for each of the call flow model exercises. Note: • You must complete the exercise prerequisites for the exercises you want to perform before you perform the tasks in this chapter. Refer to Exercise Prerequisites (page 19) for prerequisite details. • Install the software on a Windows 2003 system. Refer to Exercise Prerequisites (page 19) for hardware requirements. • The VXML Server (Standalone) Call Flow Model with Reporting exercise requires the reporting component, which is installed as part of the instructions in this chapter. To install the Reporting component, the server hostname you are using for the install cannot contain a hyphen and cannot be longer than 12 characters, as explained in Exercise Prerequisites (page 19). • After the installation completes, the program prompts you to allow it to reboot the server you installed this software on. This chapter contains the following topics: • How to Use this Installation Chapter, page 35 • Install Components, page 36 How to Use this Installation Chapter This chapter provides instructions for installing the components needed for all the exercises in this guide. If you plan to complete all the exercises, install all the needed components at once (as described in detail in the following installation steps). If you are not intending to perform some of the exercises, you are directed to skip certain parts of the installation. If you decide to Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 35 Chapter 5: Install Components How to Use this Installation Chapter perform an additional exercise later, you can rerun the installation program and add those components you did not install before. Install Components Note: Only an administrator can run the installation program. Otherwise, the installation program aborts. To install the software, perform the following steps. Step 1 Log into the server you configured for these exercises using an administrative tool such as VMWare Infrastructure, and, if necessary, either connect to the drive containing the DVD, or connect to the Unified CVP installation .iso file. Step 2 Using a file browser, access the CVP\Installer_Windows folder on the installation DVD or .iso virtual disk, and run setup.exe. A Preparing Setup screen and a splash screen display, followed by a Welcome screen. Step 3 On the Welcome screen, click Next. A Copyrights screen displays. Step 4 Review the contents of the Copyrights screen, then click Next. A License Agreement screen displays. Step 5 Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement and click Next. The Choose Destination Location screen displays. Step 6 On the Choose Destination Location screen, click Next to accept the default location.You must choose the default location so that the installer can automatically install certain components. The Select Packages screen displays. Step 7 On the Select Packages screen, use the checkboxes to select the Unified CVP components to install on the local machine, based on all the exercises you intend to complete. The components to select are as follows: • Core Software (for all exercises) • VXML Server (for all exercises except comprehensive) • Reporting (for the VXML Server with Reporting exercise) • System Media Files (for the comprehensive exercise and for experimenting) Step 8 Click Next. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 36 Chapter 5: Install Components How to Use this Installation Chapter An X.509 Certificate Screen displays. The Common Name field is the only required field. In the Common Name field, specify the hostname for this server. Note: The hostname value for this field is not enforced. Alphanumeric characters are allowed. The input length of the field is limited to its visible length. Step 9 After you have entered the information you want to include in the certificate, click Next. Step 10 The Core Software Settings screen displays. Select and deselect Core Software Settings: Select/Deselect as follows: • Enable Call Server, required for all the exercises, is selected automatically. • These exercises are all SIP-based. Deselect the three H323 Service options. • Select the Enable Operations Console Server option. Step 11 Click Next. The Application Server Selection screen displays. By default, the built-in Apache Tomcat server is selected. For simplicity, the getting started exercises use this web server. Choose Install and deploy to Apache Tomcat and click Next. Step 12 If: You selected the Reporting package from the Select Packages window earlier: Then: Select the drive for storing the reporting data and click Next. Note: Typically, you have only a single drive, but you may have created a second drive for the reporting database data and reporting database backups. If: You did not select the Reporting package: Then: Continue with the Support Tools step, which is after the reporting database size selection in the following step. Step 13 After you select the drive on which to store the reporting data, a Database Size Selection screen displays. For these exercises select Small and click Next. Note: The Small database is intended only for use with the all-in-one-box laboratory setup used for the Standalone Plus Reporting exercise. The Small size database is not intended for a production environment. Step 14 The Support Tools Setup screen displays. Support tools are not needed for these exercises. On the Support Tools Setup screen, select Disable Support Tools and click Next. Note: The support tools are still installed; however, they are not enabled. The Ready to Install the Program screen displays. This screen summarizes the packages you selected for installation and the summary varies depending on your choices. The following screen image shows the components needed for the Standalone with Reporting exercise. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 37 Chapter 5: Install Components How to Use this Installation Chapter Step 15 If: You want to review or change your installation settings: Then: Click Back to return to prior screens. If: You are satisfied with the installation settings and you are prepared to begin the install: Then: Click Install to begin the installation process. Step 16 If you do not have Cisco Security Hardening applied to this machine, a dialog box displays and prompts you to apply Cisco Security Hardening. Security hardening is not required for these exercises. Click No to continue the installation. The Setup Status screen displays while the InstallShield Wizard proceeds to install Unified CVP. Step 17 If you are installing the Reporting component, the Reporting Password screen displays. You must specify a Reporting Password that meets the criteria detailed on the Reporting Password screen. Note: • The Reporting password is subject to both the Unified CVP password policy 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. • If you are installing the reporting server, please ensure that your local and/or domain security policy for MINIMUM PASSWORD AGE are/is set to 0 days for the installation of the reporting server component. (In Windows, select: Control Panel > Administrative Tools > Local Security Policy > Account Policy > PasswordPolicy). If the reporting password you enter is rejected, review the list of password requirements displayed by the installer and consider your operating system password requirements. You can reconfigure this password repeatedly until an acceptable password is found. • The password you enter cannot contain the word admin or any other common word. Example of an acceptable password: A1B2c3d4PW Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 38 Chapter 5: Install Components How to Use this Installation Chapter Figure 10: CVP Installation - Reporting Password The installer continues with the Informix database install. Note: This could take a few minutes, and you may see other windows pop up in front of the installation window. The installation window returns to the front when the database installation is complete. Step 18 After the database installation, the OPSConsole Password screen displays. Specify a password that meets the criteria detailed on this screen and click Next. Note: The password you enter cannot contain the word admin or any other "common" word. It must meet the same conditions as the database password you entered previously. Step 19 The installer displays a reminder to run the Informix reporting script to complete the installation of the reporting component. Note the reminder and click OK to continue. See Run Reporting Batch Files (page 72) for detailed instructions. Step 20 Click OK to display the Setup Completed Successfully window. As directed, restart the server or virtual server used for this exercise. Remove any disk media from its drives, and click Finish to complete setup. Step 21 If you will be using a different administrative client after the installation (such as VNC Viewer); exit the current client after the restart. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 39 Chapter 5: Install Components How to Use this Installation Chapter Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 40 Chapter 6 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Unified CVP VXML Server (Standalone) Configuration Exercise The goal of this exercise is to configure Unified CVP to call a simple, default application (HelloWorld) that plays an audio file. Note: Refer to Call Flow Model Exercises Used in this Guide (page 10) for a detailed description of this exercise. Completion of this exercise includes the following steps: 1. Complete the prerequisites for this exercise as explained in Exercise Prerequisites (page 19). 2. Install the product components specific to this exercise as explained in Install Components (page 35). 3. Configure the Standalone VXML Server and voice gateway as explained in this chapter. 4. Place the call as explained in this chapter. Log into the All-in-One-Box Server and Start the Operations Console Use the following steps whenever needed throughout this exercise to log into the all-in-one-box Server and start the Operations Console. Note: The following steps use VNC Viewer to access the Operations Console; you can also log into the console using your browser with an address such as: http://10.86.132.141:9000/oamp (the IP address of the all-in-one-box server in this example). However, the exercises use VNC Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 41 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Unified CVP VXML Server (Standalone) Configuration Exercise Viewer, because you are likely to perform other tasks such as executing a batch file or restarting the server. Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has Unified CVP installed. You see the main Windows 2003 screen. Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue. The Cisco Unified Customer Voice Portal Login window displays. Figure 11: CVP Operations Console - Login Window Step 3 Log in to the Operations Console as administrator using the password established when you installed the Unified CVP product. The Cisco Unified Customer Voice Portal (Operations Console) window displays. Figure 12: CVP Operations Console - Main Window Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 42 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Add the VXML Server (standalone) to the Operations Console Add the VXML Server (standalone) to the Operations Console The following task identifies the VXML server you installed during the installation, to the Unified CVP system as the VXML server to use for this exercise. Note: VXML Server Information Required: To add the VXML server to the Operations Console, you need the IP address and hostname of the VXML server. Because this exercise uses an all-in-one-box configuration, the IP address and hostname of the VXML server is the same as the IP address of the server on which you installed the Unified CVP software. Have this information ready as you complete the following steps. Refer to Table of Required Data (page 22). Add the VXML Server (standalone) Add the VXML server definition using the Operations Console Device Management menu. That menu shows two VXML server choices: • Unified CVP VXML Server • Unified CVP VXML Server (standalone) The first set of exercises in this guide use a standalone call model. The standalone model does not require a call server for the gateway to communicate with the VXML server. The call requests go directly from the gateway to the VXML server. Therefore use the Unified CVP VXML Server (standalone) selection when defining the VXML server in the following steps. Note: In the later exercises, when a call server must be linked with the VXML server, you will delete the following VXML server standalone definition and replace it with a standard VXML server definition. (You must replace it since the second definition uses the same IP address.) For the initial exercises, to add a Unified CVP VXML Server (standalone) definition to the Operations Console, complete the following steps: Step 1 If necessary, start the Operations Console. Refer to Start the Operations Console (page 41). Step 2 Choose Device Management > Unified CVP VXML Server (standalone) . The Find, Add, Delete, Edit CVP VXML Servers (standalone) window opens. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 43 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Add the VXML Server (standalone) to the Operations Console Figure 13: View List of VXML Servers Known to the Operations Console Step 3 Click Add New. The Unified VXML Server (standalone) Configuration window opens to the General Tab. Figure 14: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console Step 4 Fill in the IP Address, Hostname, and Description fields and click Save and Deploy to save the server information and deploy the VXML server. You receive a successfully added to the network map message describing the new server. Step 5 Select System > Control Center to display the Network Map window. The Status column should indicate that the VXML server is Up (may take a few minutes). Step 6 If the server status remainsNot Reachable, verify that the IP address and other information you entered for it is correct. If it is not correct, delete the server definition (Device Management > Unified CVP VXML Server (standalone) > select the server > Delete) and re-add it. Refer to Troubleshooting Tips and Techniques (page 151) for more information. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 44 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Configure Your Voice Gateway for VXML Server Calls This section provides instructions for configuring the voice gateway and transferring the bootstrap files for the VXML Server to the gateway. The basic process you will go through in the following tasks is to: • Add your voice gateway to the Operations Console so it can be identified as part of the Unified CVP example solution you are creating. • Verify that you can access the gateway from the Operations Console by viewing its running-config. • Transfer needed files to the gateway using the Operations Console. • Copy your old gateway configuration to preserve it. • Copy the standalone example template from the Cisco web page and modify it for the exercises. • Transfer the modified template to the Operations Console. • Push the configuration out to your gateway and verify that the new configuration is now running on your gateway. Note: You must have a software image on your gateway that is compatible with the version of Unified CVP for these exercises. Refer to Server Hardware and Software Requirements (page 19) Add the Voice Gateway to the Operations Console This task identifies the voice gateway to the Operations Console for management and enables you to transfer files to the gateway. Step 1 If necessary, start the Operations Console. Refer to Start the Operations Console (page 41). Step 2 In the Operations Console, select Device Management > Gateway > Add New. The Gateway Configuration window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 45 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Figure 15: CVP Operations Console - Add Voice Gateway Step 3 From the Table of Required Data (page 22) you recorded earlier, enter the following information: • IP address of the voice gateway • Voice gateway hostname • Voice gateway device type (enter using the drop-down window) • Login username for the gateway (if your gateway requires a username; some do not) • User password for the gateway (this is the password for a monitor-level user) • Enable password for the gateway (this is the administrator-level password) Step 4 Verify that the Operations Console can reach the gateway using the information you entered. Click Test Sign-in. After a short time you should receive the Test Sign-in successful message. If you do not, recheck the IP address, hostname, username, and passwords. Step 5 Click Save. A confirmation window displays showing the IP address and hostname of the gateway you added. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 46 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Figure 16: CVP Operations Console - Confirm Added Gateway Message Step 6 Optional. If you need to check the gateway software version, click Device Management > Gateway > click the entry for the gateway > IOS Commands > Show Version. The version information is displayed in the first line of the results. Transfer Bootstrap and .WAV Files To the Gateway Use the following steps to transfer required files to the voice gateway. Step 1 If you are not logged into the Operations Console, refer to the steps in Start the Operations Console (page 41). Step 2 Click Bulk Administration > File Transfer > Scripts and Media. Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-down menu. Step 4 From the Available box, use the right arrow to move the gateway you identified to the Selected box. Step 5 In the Script and Media Files panel, select the Default Gateway Files radio button. Then select the following files to tranfer: • CVPSelfService.tcl • CVPSelfServiceBootstrap.vxml • critical_error.wav • cvperror.tcl • ringtone.tcl Step 6 Click Transfer and accept the operation to start the transfer. Step 7 Click File Transfer Status to monitor the progress of the transfer . (Click Refresh as necessary to refresh the status display.) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 47 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Back Up Your Existing Voice Gateway Running Configuration Before you modify the gateway running-config configuration file, back it up, as described in this task. This action enables you to revert the gateway configuration to its state before you make the changes for these exercises. This is useful if you want to do the exercises again, or simply need to revert to a known, good configuration. Step 1 Telnet to the voice gateway and log in as follows: a. From the Windows taskbar, select Start > Run. The Run window displays. b. In the Run window, enter: telnet <GatewayIP> and click Ok. Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises. The User Access Verification window displays. c. Enter the password for the voice gateway. The hostname prompt for your gateway displays. Example: MyGateway Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter en and press Enter. Then enter the password you established for gateway enable mode. The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway# Step 3 To back up the running configuration to a filename that you supply, enter the following command (note that there is no file extension needed): a. copy run <somefilename> Enter Where: <somefilename> is your choice for the configuration save file. b. At: Destination filename [somefilename] press Enter to confirm the filename and action. The system responds with a verifying checksum message, then the total bytes copied. Step 4 The preceding steps assume that your running configuration is the same as you startup configuration. If they are not, and you want to backup the startup configuration, use the command: copy startup <somefilename> Enter Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 48 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Modify the Supplied Gateway "Standalone" Template Example to Use with the Getting Started Exercises The configuration for your gateway must be customized to support the exercises in this guide. The gateway configuration changes and additions you need for exercises 1 through 3 are found in 8.0 GS_StandaloneExmplTemplate which is available at the following Cisco URL: http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ prod_configuration_examples_list.html Select the HTML page for the 8.0 GS_StandaloneExmplTemplate template. This HTML page provides a sample gateway template that you can modify and then copy to the Operations Console, which can then push the template out to your gateway. Although there are other ways to modify your gateway configuration, the point of the following tasks is to provide experience using the Operations Console template features. In the following steps you will update the placeholder comments in the file with the actual IP addresses of your lab configuration. Note: For an explanation of items in the gateway configuration file, refer to the examples in Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http:/ /www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html). Step 1 If you have not already opened the HTML page described above, please do so. Step 2 Copy the lines of the sample template from the HTML page and paste them into an editor that preserves lines breaks (such as Notepad) and complete the remaining steps to modify the template. Note: The HTML page has been formatted to preserve line breaks; your copy and paste operation should produce a neatly formatted template. Step 3 Informational Step. Notice the first two lines of the template: ! Customer Voice Portal 8.0(1) IOS Template conf t These two lines are required for any Operations Console gateway configuration template (including any you create). The first line identifies this template to the Operations Console. The second line enables gateway configuration mode. Step 4 TTS Server IP - In Exercise #2 you will create a custom voice application. You have the choice of using a .wav file or a TTS server to provide the output for the application. If you will use a TTS server, modify the following configuration lines in the template to include the IP address(s) for your TTS/ASR server(s). ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> Important! If you are not using a TTS or ASR server you must delete the following lines from the template copy you are updating: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 49 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> ivr tts-server rtsp://tts-en-us/synthesizer ivr asr-server rtsp://asr-en-us/recognizer Step 5 VXML Server IP - The following template configuration lines identify the voice applications to the gateway (that is, the built-in voice application, HelloWorld, and customhelloworld, the voice application you create in Exercise #2, as well as other needed applications). Replace <put CVP VXML Server IP here> (in two places) with the IP address you are using for the all-in-one-box installation. As general information, be aware that the last line of each of the following application configurations identifies the exact name used for the application as it is deployed on the VXML server. This is the only line in the definition that is case sensitive. That is, it identifies HelloWorld exactly as the application is deployed on the VXML server). The application definition for customhelloworld (lowercase) should exactly match the name of the custom voice application you will create later in Call Studio. Note: It is only necessary to modify the lines that specify the CVP VXML Server IP address. application service helloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld application service customhelloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> param CVPSelfService-port 7000 param CVPSelfService-app customhelloworld Step 6 The final lines of the standalone example template that you must modify are in the dial-peers section. The dial-peer definitions are the configuration lines that tell the gateway to process the calls coming in and that associate specific phone numbers with specific voice applications that the gateway should request from the VXML server. The first dial-peer section in the following example tells the gateway to accept all digits from the POTS phone. The next two sections essentially tell the gateway to send the call to itself, converting the call to VoIP in the process, then request the proper voice application from the VXML server, based on the dialed number. The last two dial-peer sections associate an incoming VoIP call with a voice application. If you are performing the POTS portion of the exercise, you must replace <put gateway IP here> (in two places) with the actual IP address of your gateway, otherwise, you must delete these dial-peer definitions. dial-peer voice 1000 pots description Required for FXS phone (POTS phone) input service session forward-digits all Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 50 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls dial-peer voice 8 voip service helloworld description receives POTS call for helloworld and changes to VoIP destination-pattern 8002221111 session target ipv4:<put gateway IP here> incoming called-number 8002221111 dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 7 voip service customhelloworld description receives POTS call for customhelloworld and changes to VoIP destination-pattern 7002221111 session target ipv4:<put gateway IP here> incoming called-number 7002221111 dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 800 voip description rx VoIP call from Call Mgr & requests helloworld from VXML Server service helloworld incoming called-number 8T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 700 voip description rx VoIP call from Call Mgr & requests customhelloworld from VXML Server service customhelloworld incoming called-number 7T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad Step 7 Save your modified template file. Copy the Configuration Changes to the Operations Console In this task you bring the modified template into the Operations Console: There are two ways to bring the template into the Operations Console: • You can copy the file to the system that is running the Operations Console, then use the Add Template feature to browse to and add the template. • You can create a template in the Operations Console by copying an existing template, then paste your configuration over the lines in the template copy to create a new version of the copied template. This is the method used in the following steps. Step 1 Open the Operations Console you are using for this exercise and select: System > IOS Template > IOS Template Management. Step 2 Click the checkbox for any of the sample templates and click Copy. Step 3 Provide a name and description for the new template. For example: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 51 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Standalone Example.tpt Standalone Getting Started Exercises Step 4 Check the box: Enable template modification. Step 5 Highlight and delete all the contents of the template. Step 6 From Notepad (or the editor you used) copy the entire sample template you modified, then paste the contents into the empty template file in the Operations Console. Step 7 In the Operations Console click Save to save a new template based on the example configuration. Note: You can use a similar process to convert a saved gateway configuration to a template you can use within the Operations Console. Be sure to add the two required lines at the top of the template: ! Customer Voice Portal 8.0(1) IOS Template conf t Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed In this task you use the Operations Copnsole to update the gateway configuration from its existing running-config to the template configuration you created for the standalone getting started exercises. Step 1 From the Operations Console select: System > IOS Configuration > IOS Template Deployment. Step 2 From the Select Template dropdown, select the template you just created. Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for this exercsise and click the right arrow button. Step 4 Click Preview and Deploy. You should see the template previewed with the message The IOS Template is valid and ready for Gateway deployment. Note: The validation process only checks for proper template variables, not gateway configuration syntax. There are no variables in the template for the standalone exercises. Step 5 Scroll down and click Deploy, then verify the comand. You see the message: The IOS Template deployment has started. For detailed information, select the Deployment status button. Step 6 Click the Deployment Status icon. Step 7 The Deployment Status window displays showing the status as In Progress. Wait a minute and click Refresh to determine if the deployment is complete. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 52 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Note: If the status is Failed you can click the status link and examine the message details. The configuration line causing the error will be presented in the last line of the status message. Once the Success status displays, continue to the next step. Step 8 From the Operations Console, select Device Management > Gateway and double click the link for the gateway you added. Step 9 Click IOS Commands > Show running-config and verify that the new configuration includes the commands you just pushed from the Operations Console. Note: Rollback. If you need to roll the gateway configuration back to its prior configuration (one level of rollback only is supprted), select: System > IOS Configuration > IOS Template Deployment > Deployment Status. Select the gateway, then click Rollback. Save the New Running Configuration to the Startup Configuration File In this task, save the new, combined running configuration as a new startup configuration. Note: This procedure assumes that you have already saved your original startup configuration. If you have not saved the original startup-config file (or saved your original running configuration), you are urged to do that first. Refer to Back Up Your Existing Voice Gateway Running Configuration (page 48). Step 1 Copy the running configuration to the startup configuration file to save in NVRAM in case the Gateway reboots. At the command prompt: Type copy running-config startup-config and press Enter Or type just: copy running startup and press Enter Press Enter at the verification prompt. Load the New Voice Gateway Application Services Application services were automatically loaded when the gateway started, or when you "reload" the gateway software. However, when you modified the running configuration, you added several services which are not yet running. Instead of reloading the gateway, use the following procedure to start each of the new services. Note: Even though you have not yet created the customhelloworld application, you have defined its service in the new gateway configuration and you can load that service on the gateway, along with the others in the new running configuration. In the customhelloworld exercise, you will create that application and load it onto the VXML server. Step 1 If necessary, Telnet to the gateway and log in. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 53 Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Complete the Exercise by Placing the Test Call Enter enable mode by typing en, pressing Enter, and supplying the enable mode password. Step 2 For each of the following application services: Type the command call application voice load <service-name> and press Enter. For example: call app voice load CVPSelfService <Enter> • CVPSelfService • HelloWorld • customhelloworld • cvperror • ringtone Complete the Exercise by Placing the Test Call Place a call into the system using a configured dialed number and a phone connected to the gateway FXS port or configured through communications manager. Place the POTS or VoIP Call Complete the following steps to place the call and test the exercise: Step 1 If you are using the "POTS" implementation of this exercise (that is, the phone is connected to an FXS port on the gateway), dial the number configured in the gateway dial-peer: 8002221111. Or, if you are using a VoIP phone, through Unified Communications Manager, dial the number you set up in for HelloWorld in Define the Route Patterns (page 32): 8005551234. Step 2 Listen to the HelloWorld response. You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML server. Step 3 If you do not hear the proper response to the call, refer to Troubleshooting Tips and Techniques (page 151). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 54 Chapter 7 Installing Unified Call Studio Note: • Unified Call Studio is only supported on Windows XP and Vista. • You must obtain a new license for Release 8.0(1) Unified Call Studio, licenses for prior releases are not valid with the latest version. See the section on licensing (page ?). Warning: Windows Vista sets access permissions on the C:\Program Files directory and allows only users with administrator privileges to write to this directory. Therefore, it is strongly recommended that you install Call Studio to a directory other than C:\Program Files. Running the Cisco Unified Call Studio Installation Program To install Call Studio, perform the following steps. Step 1 From the CallStudio\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe. A Preparing Setup screen and a splash screen display, followed by a Welcome screen. Step 2 On the Welcome screen, click Next. Note: If you click Cancel here or on the dialog screens that follow prior to the "Ready to Install the Program" screen, no part of the installation will occur, and an Exit Setup dialog box will display. A Copyright screen displays. Step 3 Review the contents of the Copyright screen, then click Next. A License Agreement screen displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 55 Chapter 7: Installing Unified Call Studio Step 4 Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement, and click Next. The Choose Destination Location screen displays. Step 5 On the Choose Destination Location screen, specify the drive and directory where the software will be installed: • Click Next to accept the default location. • Click Change to select an alternate location, and then click Next. The Ready to Install the Program screen displays; it lists the packages that you selected for installation. Step 6 Verify the desired software is listed, and then click Install. The Setup Status screen displays while the InstallShield Wizard proceeds to install Cisco Unified Call Studio. Step 7 On the InstallShield Wizard Complete screen, click Finish to exit the wizard. You can use the software for 30 days without a license. After 30 days you need to apply a license. See Applying a License to Call Studio (page ?) for more information. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 56 Chapter 8 Add a Custom Voice Application Created with Call Studio In this exercise you will create a new voice application using Call Studio and deploy the application to the VXML server. You can create either or both of the following two versions of the customhelloworld application: • TTS customhelloworld - This version creates a voice application that responds with: You are listening to a custom version of the HelloWorld voice application. Bye now. Note: This version of customhelloworld requires you to set up a Text-to-Speech server (TTS server) that renders the customhelloworld text as speech. It is beyond the scope of this guide to explain how to set up a TTS server. If you do not want to use a TTS server for this exercise, choose the Non-TTS customhelloworld option. • Non-TTS customhelloworld - This version of the exercise plays a .wav file instead of speaking to the user. Choose this version if you do not want to set up a TTS server, or if you want experience creating a custom voice application that uses a .wav file. The two versions of the exercise provide different experiences with the Call Studio development tool. The following tasks include instructions for both versions of this application. If you want to try both versions of customhelloworld, the final task in this chapter explains how to modify the voice application and redeploy it. Note: Although Cisco strongly recommends that you follow the exercises in sequence, you can skip the standalone exercises, use this chapter to create the customhelloworld Call Studio application, and access this application using the comprehensive exercise. However, if you skip the standalone exercises, you must complete the comprehensive exercise before you can test or troubleshoot the customhelloworld application. This chapter contains the following topics: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 57 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites • • • • • • • • Exercise Prerequisites, page 58 Start Call Studio, page 58 Create a New Call Studio Project, page 58 Create the Voice Application Call Flow and Validate It, page 59 Deploy the Custom Call Studio Application to a File Folder, page 63 Deploy the Custom Application on the VXML Server, page 66 Place the Test Call, page 67 Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise, page 68 Exercise Prerequisites Before beginning this exercise, complete the following prerequisites: • Install Call Studio. Refer to Installing Unified Call Studio (page 55). • Complete the Standalone exercise, which includes updating the voice gateway configuration file. Some changes you make to the configuration file apply to the customhelloworld exercise. Or, create the custom application and then follow the steps in the comprehensive call flow exercise to include this custom voice application. Start Call Studio Step 1 Using VNC Viewer, or other such program, access the server you are using for these exercises. Step 2 From the main window of the server, choose Start > Programs > Cisco > Cisco Unified Call Studio. A trial period message displays. Click OK to continue. Create a New Call Studio Project Perform the basic steps needed to create a new Call Studio project. Step 1 To create a Call Studio project, choose File > New > Call Studio Project. The New Call Studio Project wizard starts and displays a blank version of the window shown in step #3. Step 2 For the project name enter, in lower case, exactly as shown: customhelloworld. Step 3 For the location leave Use default location checked. A window, similar to the following example, displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 58 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 17: Call Studio - New Project Named For this exercise, use the default settings on the remaining wizard new project configuration windows. Click Next to examine each window, if desired. Step 4 When you are finished examining the various settings, click Finish to create the new project. The Call Studio Builder workspace displays a Start of Call element as the first element in a new voice application. (Refer to the next task to see an example of the Start of Call element.) Create the Voice Application Call Flow and Validate It Complete the following steps to use the Call Studio Builder function to create a custom response voice application for the test phone call. Step 1 If you have not created the project customhelloworld, complete the steps in Create a New Call Studio Project (page 58). Step 2 From the Elements tree > Subdialog Elements > Cisco, drag and drop CVP Subdialog Start and CVP Subdialog Return elements to the call flow window and place them under the Start of Call element as shown in the following figure, Step #3. Note: The CVP Subdialog elements are required for a Unified CVP project in Call Studio. Also, the CVP Subdialog Return element acts as a Hang Up element to end the call. The standard Hang Up element is not required. Step 3 Also, from top of the Elements tree, drag the Audio block over and place it between the CVP Subdialog Start element and the CVP Subdialog Return element, as shown in the figure. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 59 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 18: Call Studio - Creating customhelloworld Call Flow Step 4 Connect the elements together to show flow logic, as follows: a. Right-click the Start of Call element and select Exit States > Next. b. Left-click the CVP Subdialog Start_01 element to anchor the flow line. c. Right-click the CVP Subdialog Start_01 element and select Exit States > Done. d. Left-click the Audio element to anchor the arrow. e. Right-click the Audio element and select Exist States > Done. f. Left-click the CVP Subdialog Return_01 element to anchor the flow arrow. A call flow chart, similar to the following example, displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 60 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 19: Call Studio - Creating customhelloworld Call Flow - Connections Step 5 Configure the Audio Element: In this step, configure the Audio element for a verbal response, or, if you are not using a TTS server for this exercise, skip to the next step to configure the Audio element for a .wav file response. a. Select the Audio element block in the design window, as shown in the following figure. b. In the Element Configuration window (right-hand window) select the Audio (tab). c. Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1. d. With audio item 1 selected, the window fills out to display two boxes. In the TTS box enter the text: You are listening to a custom version of the helloworld voice application. Bye now. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 61 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 20: Call Studio - Creating customhelloworld Call Flow - Audio Element Step 6 If you are creating the non-TTS version of this exercise, complete the following substeps. Otherwise, skip to the next step. a. Select the Audio element block in the design window, as shown in the following figure. b. In the Element Configuration window (right-hand window) select the Audio (tab) . c. Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1. d. Select audio item 1 to display the audio choices and entry boxes. e. Because you will enter a specific audio path in the URI box, deselect Use Default Audio Path. f. In the URI entry box enter the location of the audio file on the media server, using the server IP address (use the all-in-one-box IP address). For example, enter: http://10.86.132.141:7000/CVP/audio/holdmusic.wav You will copy holdmusic.wav there in the next substep. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 62 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) Step 7 g. Minimize the Call Studio application, open a file browser and copy the file holdmusic.wav from C:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. h. Restore the Call Studio application and continue with the next main step. Click the CVP Subdialog Return_01 element and in the Element Configuration window, for Caller Input, under Value, enter yes to indicate you do want a value returned when a caller interacts with the customhelloworld application. Note: A value is required for Caller Input. If you need additional support, refer to the troubleshooting example in Subdialog Return - Caller Input Error (page 166). Step 8 In the Navigator panel (the panel with the tree structure), right-click customhelloworld (at the top of the tree) and select Validate. If there is a problem with the call flow logic, a Call Studio error message displays; otherwise, a Validation Successful message displays in the status bar at the bottom of the window. Step 9 Click the Diskette icon, at the top of the Call Studio window, to save the application. Deploy the Custom Call Studio Application to a File Folder Complete the following steps to deploy the new application to a folder containing applications for the VXML server. Note: This action converts the development files to their run time format. It copies the files to the file structure. It does not deploy (load) the application to the VXML server. That operation is done in a separate task that follows this task. Step 1 In the Navigator panel of Call Studio (top left), right-click customhelloworld and click Deploy. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 63 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites The Deploy Call Studio Project(s) window displays along with the message please enter a path to deploy to. The Folder entry is be empty. The example in the following figure shows you the path required. Refer to the next stepto select this path. Note: Only supply the part of the folder path shown in the figure. The application is automatically placed in its own folder under VXMLServer\application. Figure 22: Call Studio - Deploy Voice Application Step 2 In the Deploy Destination area, for Folder, click Browse and navigate to: C:\Cisco\CVP\VXMLServer Select VXMLServer from the browse tree and click OK. This selection places the folder for this application under the same folder as the existing HelloWorld VXML application. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 64 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 23: Call Studio - Browse to Application's Deploy Destination Step 3 Click Finish to deploy the application. Step 4 Close or minimize Call Studio and open My Computer in the all-in-one-box server and browse to: C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployed application files. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 65 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 24: Verify the Custom Voice Application is on the VXML Server Step 5 If you are immediately continuing with the exercise, leave this window open for the next task. You will be able to skip steps #1 and #2. Deploy the Custom Application on the VXML Server Although customhelloworld has been deployed to the VXML server file system, and you loaded a reference to it onto the voice gateway running configuration (in Exercise #1), customhelloworld has not been deployed on the VXML server. That is, the application is not yet active on the server. There are two ways to deploy the application: restart the VXML server or use deployApp.bat. The following steps explain how to use the .bat file to deploy an application. Step 1 Using a program such as VNC viewer, log into the all-in-one-box server. Step 2 Open My Computer or File Explorer and browse to: C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Step 3 Open the admin folder. This folder contains .bat files for managing your VXML application. In this task, you will use the deployApp.bat file to deploy the application to the VXML server. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 66 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites For a description of all the .bat files, refer to Access the VXML Server Administrative Batch Files (page 161). Step 4 Double-click the deployApp.bat file. When prompted "Are you sure?" respond y and press <Enter>. Ignore the logger error message, if you receive it. Step 5 To verify that customhelloworld is deployed, doubleclick status.bat. The system displays the current status of the application. Its status should be running. Note: If there is an error message, refer to the trouble shooting section of the guide. For example, if the VXML Server is not running, you will receive an error message and would refer to that section in the trouble shooting chapter. You can check the VXML Server status in the Operation Console using System > Control Center. Figure 25: Custom Voice Application status.bat Results Step 6 Navigate back up the directory tree to VXMLServer\admin level of the directory tree and double-click its status.bat file to check all the applications running on the VXML server. The status at the VXML server level should show both HelloWorld and customhelloworld applications running. Figure 26: status.bat - VXML Server Status Place the Test Call Place a call into the system using one of the numbers you configured for the customhelloworld application. Note: If you have created the customhelloworld only for the comprehensive exercise, you must complete the other steps in that exercise before you can place a test call. Step 1 Dial the FXS number or the VoIP 700 number you defined in Define the Route Patterns (page 32): For each input: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 67 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites • For FXS input: 7002221111 • For VoIP input: 7005551234 Step 2 Listen to the customhelloworld response. Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise This task assumes you completed the TTS version of customhelloworld and want to try the non-TTS version. Note: The following instructions duplicate the in-line, alternate instructions in the prior configuration task. In this task you will: • Modify the Audio element • Save and deploy the modified files through Call Studio • Update (redeploy) the application to the VXML server using updateApp.bat • Retest the application by making a call Step 1 If necessary refer to Start Call Studio (page 58) to access the Call Studio. Step 2 For the non-TTS version of this exercise, complete the following substeps: a. Select the Audio element block in the design window, as shown in the following example. b. In the Element Configuration window (right-hand window) select the Audio (tab) . c. Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1. d. With audio item 1 selected, the window fills out to display a URI entry box. You must point to the location of the audio file on the media server, using the server IP address (the all-in-one-box IP address). For example, enter: http://10.86.132.141:7000/CVP/audio/holdmusic.wav Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 68 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 27: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) e. Be sure that Use Default Audio Path is deselected. You want the application to use the path you just entered. f. Recommended: Leave the text in the TTS text box. The application first tries to play the .wav file. If the application fails to locate the audio file, it then attempts to play the text. If it successfully plays the text, but not the audio file, you know that customhelloworld is working, but there is an error in the URI you entered, or you did not copy the .wav file to the proper location (done in a later step in this task). Step 3 Right-click customhelloworld in the Navigator window and click Validate. Step 4 Beneath the design window, click the Call Studio Problems tab. There should not be any problems shown; if there are, refer to Troubleshooting Tips and Techniques (page 151). Step 5 Click the diskette icon to save the project, or click File > Save. Step 6 Right-click customhelloworld in the Navigator window and click Deploy. The path for Folder should be: C:\Cisco\CVP\VXMLServer. Enter this path in the Folder box, if necessary. Step 7 Click Finish to complete the deployment from Call Studio. Step 8 Minimize the Call Studio application and use My Computer or the File Explorer to browse to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Step 9 Double-click updateApp.bat to cause the VXML server to update its currently stored customhelloworld application with the modified version. Step 10 Navigate to holdmusic.wav at C:\Cisco\CVP\OPSConsoleServer\GWDownloads and copy the file to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. Step 11 Test the customhelloworld application by calling: • For FXS input: 7002221111 • For VoIP input: 7005551234 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 69 Chapter 8: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Result: a few seconds of gentle "hold" music, then the call ends automatically. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 70 Chapter 9 Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting This exercise is a continuation of the earlier standalone exercises. The exercise adds call reporting data using the built-in Informix database. It also provides additional troubleshooting experience. The goal of this exercise is to configure Unified CVP to record data generated by calls requesting the customhelloworld application you created in the previous exercise and then examine that data. For a detailed call flow description and diagram of this exercise, refer to VXML Server Standalone Call Flow (Reporting) (page 14). Note: • The built-in voice application HelloWorld does not generate complete reporting data. Instead, this reporting exercise uses the customhelloworld application. • Adding reporting to the all-in-one-box configuration requires a new configuration for the VXML server that references the call server. The call server acts as the interface between the VXML server and the reporting server. One of the tasks in this exercise explains how to remove the standalone definition of the VXML server and replace it with a definition that includes the call server reference. Despite this change within the Operations Console, the reporting exercise is still a standalone implementation of Unified CVP, that is, the voice browser (VXML gateway) interfaces directly with the VXML server. In this exercise, the call server is only used to pass the call flow data to the reporting server. Prerequisites for the VXML Server with Reporting Exercise Complete the following prerequisites for this exercise: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 71 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting • The VXML Standalone Server with Reporting exercise uses the Reporting Package, one of the installation selections. This package requires the Unified CVP hostname or Windows hostname for the server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the server hostname is DOCCVP801. If the hostname does not meet these requirements, the exercise still works properly and creates call reporting events. However, the reporting server does not write the data to the Informix database. • Configure the server with the proper-sized drive to hold the minimum-sized Informix database. Refer to Server Hardware and Software Requirements (page 19). • If you did not install the reporting package when you installed the software, rerun the Unified CVP installation and add the reporting component. Refer to Install Components (page 35). • Complete the two "VXML standalone" exercises and/or complete the Comprehensive call flow exercise including customhelloworld creation and testing. • Have password, IP address, and other data ready. Refer to Table of Required Data (page 22). Run Reporting Batch Files To complete the initial setup of the Reporting server and database, you must run the following batch file: • CVP_Database_Config.bat. This batch file sets up an instance of the Informix database for CVP. Complete the following steps. Step 1 If you have not rebooted since running the installation program, you must reboot the all-in-one-box server before proceeding to Step 2. Step 2 Log into the server as user informix using the password you established for reporting when you installed Unified CVP. Step 3 Start Windows Explorer and navigate to C:\Cisco\CVP\bin. Step 4 Double-click CVP_Database_Config.bat to run, and confirm this action at the prompt in the command window. A number of setup commands run in the command window. When the commands finish running, press any key to exit the command window. Step 5 Close Windows Explorer and select Start > Shut Down > Restart to reboot the reporting server. Note: You must add a comment such as ran reporting batch files before you can initiate the shutdown process. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 72 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Identify and Configure the Call Server Before you can configure the reporting server, you must configure the call server that you will associate with the reporting server. You need the following information to add the call server to the Operations Console: • Hostname of the call server. (For an all-in-one-box configuration, this is the same hostname as for the Unified CVP server.) • IP address of the call server. (For an all-in-one-box configuration, this is the same IP address as for the Unified CVP server.) Refer to the information you recorded in Table of Required Data (page 22). Note: • Because this is an all-in-one-box configuration, the same server also hosts the reporting service, VXML service, and the call server service. • If you have completed the Comprehensive Call Flow Model exercise, you have already added the call server to the Operations Console; proceed to the next task. Complete the following steps to configure the call server: Step 1 Log into the Unified CVP server as administrator using a program such as VNC Viewer. Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log into the Operations Console using the password you established when you installed the software. Step 3 Select Device Management > Unified CVP Call Server and Click Add New. The Unified CVP Call Server Configuration window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 73 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Figure 28: CVP Operations Console - Define the CVP Call Server Step 4 Step 5 Enter the following information: a. IP address of the call server (same as the all-in-one-box host). b. Hostname of the call server (same as the all-in-one-box host). c. If desired, enter a description such as All-In-One CVP Call Server. d. Select the following Activate Services items: ICM, IVR, SIP. Click Next. An expanded Unified Call Server Configuration window displays, having additional tabs. Figure 29: CVP Operations Console - Define Additional Call Server Configuration Items Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 74 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Step 6 Select the SIP tab and enter the following Local Static Routes information (top right section of the window): a. Enter each dialed number you configured for customhelloworld, along with the IP address of the voice gateway. Examples used in the prior exercise: • 7002221111 and 10.86.132.177 • 7005551234 and 10.86.132.177 Step 7 Click Save &Deploy to accept the default value for the items in the other tabs, save the configuration, and deploy the call server to the example installation. A successfully added to the network map message displays. Add the Unified CVP Reporting Server to the Operations Console Call data for all SIP, H.323, and VoiceXML calls handled by the call server is stored in the reporting database. In this task you add the reporting server to the Operations Console and associate it with the call server so data can be collected. You need the following information. Refer to Table of Required Data (page 22). • Host name of the Call Server associated with the Reporting Server (this is the all-in-one-box server). • Host name and IP address of the server on which the Reporting Database resides (this is the all-in-one-box server). • The Reporting password you created during installation. Step 1 If necessary, start the Operations Console. Refer to Start the Operations Console (page 41). Step 2 Choose Device Management > Unified CVP Reporting Server. A window listing reporting servers opens. Step 3 Click Add New. The Unified CVP Reporting Server Configuration window opens to the General Tab. Step 4 Enter the IP Address and Hostname for the reporting server and a description, if desired, (10.86.132.141 and ccbu-doc-cvp-1 in this example). Step 5 Associate the call server to the reporting server by selecting the call server hostname from the Available pane and clicking the right arrow icon to add the call server to the Selected pane. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 75 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Figure 30: CVP Operations Console - Add Reporting Server Step 6 If desired, examine the information in the other tabs. For this exercise, use the default values. Step 7 When you finish configuring the reporting server, click Save & Deploy to save the settings in the Operations Server database and deploy the newly defined server. Note: • If you previously completed only the standalone exercises, you will restart the Unified CVP server after you replace the old, standalone version, of the VXML server. Do not restart the server now. • If you previously completed the comprehensive exercise, you have already replaced the VXML standalone server, restart the Unified CVP server now and then skip to Configure the VXML Server to Send Call Data (page 78). Remove and Replace Existing "Standalone" VXML Server Definition The VXML server sends its call data to the reporting server through the call server. For this reason, you must create a definition of the VXML server in the Operations Console that includes its associated call server. The standalone VXML definition in the Operations Console does not include call server information. In this exercise, you delete the old VXML server definition and add a new one that identifies the associated call server. Note: If you have completed the Comprehensive Call Flow Model exercise, you have already installed this version of the VXML server. Skip this task. Complete the following steps to define the VXML server that includes an associated call server: Step 1 Log into the Operations Console. Refer to Start the Operations Console (page 41). Step 2 The definition for the new VXML server (non-standalone) uses the same IP address. Therefore you must delete the old definition. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 76 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Select Device Management > Unified CVP VXML Server (standalone). Step 3 At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio button for the VXML server added in the earlier exercises, and click Delete. Confirm the deletion. Step 4 Select Device Management > Unified CVP VXML Server. Note: Do not select Unified CVP VXML Server (standalone). Step 5 At the Find, Add, Delete, Edit Unified CVP VXML Servers window, click Add New to display the Unified CVP VXML Server Configuration window. Step 6 Enter the IP address and hostname for the VXML server. The Operations Console helps by displaying the previous definitions. Use the same IP address and hostname as you did for the standalone definition you just deleted. This is the IP address and hostname of the all-in-one-box server/virtual server you are using for these exercises. Step 7 For Primary Call Server, select the call server you defined earlier. Step 8 Click Save & Deploy. Step 9 Select Device Management > Unified CVP VXML Server and verify that the newly defined VXML server Device Status is Configured. Step 10 Close the Operations Console. Step 11 You must restart the Unified CVP server before you can proceed to the next task. View the Configuration States of the Various Servers You Added When you select a device from the Device Management menu, the following information is listed about all devices of that type that have been added to the Operations Console: • Hostname - The host name of the device. • IP Address - The IP address of the device. • Device state - A device can be in one of two states: Configured or Invalid. A configuration can become invalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. For other possible causes and their solutions, refer to Troubleshooting Tips and Techniques (page 151) and to the Troubleshooting Guide for Cisco Unified Customer Voice Portal document. • Description - An optional text description for the device. Complete the following steps to view the server states: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 77 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Step 1 If necessary, start the Operations Console. Refer to Start the Operations Console (page 41). Step 2 From the Device Management menu, one-by-one select Unified CVP Call Server, Unified CVP Reporting Server, and Unified CVP VXML Server and verify that each server device status is configured. Step 3 If any server device state is Invalid, edit the server configuration and click Save & Deploy. This action should reset the server state. Configure the VXML Server to Send Call Data Complete the next steps to configure the VXML server to send call data to the reporting server. Step 1 From the Operations Console, select Device Management > Unified CVP VXML Server. Step 2 Click the radio button to the left of the server hostname and click Edit or click the Hostname link. Step 3 On the Configuration tab, be sure the following functions are turned on (that is, Yes is selected): a. Enable reporting for this VXML server b. Enable reporting for VXML application details Step 4 In the Inclusive filters box, enter *.*.*.* to include all data. Step 5 When you finish configuring the reporting server, click Save & Deploy to save the settings and deploy the reporting server. Step 6 Restart the all-in-one-box server. Check Running Status of the Servers and Restart the VXML Server In this task you examine the running status of the various servers from the Operations Console. As an exercise, you may also restart one of the servers from the Operations Console. Step 1 From the Operations Console, select System > Control Center. The Control Center - Network Map window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 78 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Figure 31: CVP Operations Console - Control Center - Network Map Note: The status of each server should be as shown in the preceding example. The call server status is Partial in the standalone exercises because there is no PG connection to ICM needed. If you are continuing this exercise after completing the comprehensive exercise, the call server status should be Up. Step 2 Optionally, perform the following steps to restart only the VXML server: a. From the Control Center, select the VXML server radio button and click Shutdown and confirm the operation. b. From the Refresh drop-down, select Every 30 Seconds and click Go. c. In about one minute, the Status for the VXML server will change to Not Reachable. Reselect the VXML server and click Start and confirm the operation. d. Its status should change to Up in about one minute. Place a Call that Requests the Custom Voice Application Place a call into the system to cause the call server to send call data to the reporting server. Note: You must use the dial number for customhelloworld. The predefined HelloWorld voice application creates minimal call data. Step 1 Place a call requesting the customhelloworld application as follows: For each input: • For FXS (POTS) input: 7002221111 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 79 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting • For VoIP input: 7005551234 • For POTS or VoIP input for the comprehensive call flow model exercise: 7005557777. Step 2 Listen to the customhelloworld response. You should immediately hear the message: You are listening to a custom version of the hello world voice application. Or, if you created the .wav version of customhelloworld, the holdmusic .wav file plays. Verify that the Reporting Server Received VXML Events Perform the following steps to check the statistics for the reporting server. Step 1 From the Operations Console, select Device Management >Unified CVP Reporting Server. Step 2 Click the radio button to the left of the server hostname and click Edit. Step 3 Click Statistics. The Reporting Server Statistics window displays VXML Events Received for the call (and for the comprehensive exercise, SIP Events and IVR events as shown in the following example. Figure 32: Reporting - Examine Reporting Server Statistics for Comprehensive Call Step 4 Place another call and click Refresh at the bottom right of the Reporting Server Statistics window. The VXML Events Received count increases. Note: Use the customhelloworld voice application for this test. The default, HelloWorld voice application does not generate complete report data. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 80 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting (Optionally) Add a Reporting User In a non-test deployment, the reporting database administrator creates user accounts for people who need to run reports to access call data in the Informix DB. When you ran the setup .bat file, the system created the user cvp_dbadmin. You can use that user or create a new user. The exercise uses cvp_dbadmin. To create a user complete the following steps. Step 1 From the Operations Console choose Device Management > Unified CVP Reporting Server. The Find, Add, Delete, Edit Unified Reporting Servers window opens. Step 2 Select the reporting server by clicking the link in its name field or by clicking the radio button above it and then clicking Edit. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Manage Users window opens, listing the IP address and host name for the currently selected reporting server. Step 4 In the Manage Users pane, select Add User. Step 5 In the Username field, enter the name for the user. Step 6 In the Password field, enter a password for the new user. Note: The password must include upper and lower case letter and also numbers. Refer to the Table of Required Data (page 22) you created earlier for the passwords you are using for these exercises. Step 7 In the Reconfirm Password field, retype the password. Step 8 In the Database Administrator Password field, enter the Database Administrator password that you established when you installed the software. Step 9 Click Add to add the user. The message User <name> successfully added as a reporting user displays. Access the cvp_data Informix Database Using Dbaccess You can use the supplied Dbaccess tool to query the cvp_data Informix database as explained in this task. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 81 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Some basic tips for using this character-based tool are: • Your mouse does not work in this tool. Select menus and menu options using the first character of a menu or option, or, use the cursor arrow keys to make selections. • Press Ctrl-w to obtain help for the specific menu or option currently selected. • Exit an option or a menu level using the Exit selection. • In the Query menu, type U and Enter to open Notepad. Edit or paste in your query, and save it if desired. When you click X to close Notepad, the query script is automatically transferred to Dbaccess. Step 1 Access the all-in-one-box server, as administrator, using a tool such as VNC Viewer. Step 2 Open a Windows command window: Start > Run. Step 3 Enter dbaccess and click OK. Step 4 Connect to the cvp_data database: a. Press c to select Connection. b. Press c again to select Connect. c. Select the highlighted database server by pressing Enter. d. At the USER NAME prompt, type cvp_dbadmin and press Enter. Note: The cvp_dbadmin user is created when you install the Unified CVP software. e. Enter the password you created for reporting when you installed the software. f. At the SELECT DATABASE prompt, use the arrow keys to select the cvp_data<hostname> database, and press Enter. The dashed line below the menu should now show the database name as in the following example. Figure 33: Dbaccess - Connect to the cvp_data Database Step 5 Select Exit to back up to the main menu and continue with the next task. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 82 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Query the cvp_data Database This task continues with the use of the Dbaccess tool to create and run a database query. Note: For detailed information on the reporting refer to Reporting Guide for Cisco Unified Customer Voice Portal. Step 1 From the top-level menu of Dbaccess, press q to select Query-language. Step 2 Press n to enter a new query (or u to use an editor as explained at the beginning of Access the cvp_data Informix Database Using Dbaccess (page 81). Step 3 Enter one of the following queries. Press Esc when finished entering the query (or if in Notepad, exit to transfer the text to Dbaccess). Query #1: Number of Call: This query shows the total number of calls made. Run the query. Make a call and rerun the query to see the call count increment. Select count(callguid) From call QUERY #2: Follow a Call through its Call Studio script: Run the next query to see basic information about the call; the elementname items change to reflect the call's progress through the Call Studio script. Press "N" to display the next set of elements in the progression. If you are running this query in conjunction with the comprehensive exercise, the last element displayed is "CVP Subdialong Return_01" which is the end of the script and shows control returning to the ICM script. (a. b. and c. below are "table aliases") SELECT FROM WHERE AND AND Step 4 a.callguid, a.callstartdate, a.dnis, b.appname, c.elementname call a, vxmlsession b, vxmlelement c a.callguid = b.callguid b.sessionid = c.sessionid a.callstartdate=today Press r to run the query. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 83 Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 84 Chapter 10 Comprehensive Call Flow Model Exercise The overall goal of the Comprehensive Call Flow Model exercise is to provide experience with the Comprehensive Call Flow model in a simple Unified CVP test environment. The test environment incorporates the VXML server, call server, and reporting server in a single all-in-one-box configuration. It also uses a voice gateway with browser. The single box gateway incorporates the elements needed for both the ingress gateway and the voice browser as described in Comprehensive Call Flow (page 16) (call flow description). The Unified ICM installation in this exercise is also a simplified all-in-one-box version suitable only for a test environment. For a description of the major elements in this exercise, refer to Comprehensive Call Flow Design Elements and Configuration Sections (page 86). The Comprehensive Call Flow Model exercise can be performed independently of the other exercises in this guide, or, as the next task after completing the standalone exercises presented in the prior chapters. For an explanation of the Comprehensive Call Flow Model, refer to the Configuration and Administration Guide for Cisco United Customer Voice Portal. Individual goals for this exercise include: • Successfully complete a call that requests the Cisco built-in voice application, HelloWorld. You should be able to complete the call using either a standard analog phone connected to the gateway FXS port or a VoIP call using Cisco Unified Communications Manager. • Successfully complete a call that requests the custom voice application (customhelloworld) you created using Call Studio. If you have not created this application, refer to the Exercise Prerequisites (page 87) for more information. • Extend the basic customhelloworld ICM script to transfer the call to another phone. • Use the reporting server, included with the Unified CVP installation, to place call data into the cvp_data Informix database and retrieve that data. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 85 Chapter 10: Comprehensive Call Flow Model Exercise Comprehensive Call Flow Design Elements and Configuration Sections Note: Cisco recommends that you complete the standalone exercises before doing this exercise. The earlier exercises provide important configuration and troubleshooting information and experience. This chapter contains the following topics: • • • • • • • • • • Comprehensive Call Flow Design Elements and Configuration Sections, page 86 Exercise Prerequisites, page 87 Section A: Ingress Gateway/Voice Browser Configuration, page 88 Section B: Configuration for Use with ICM, page 97 Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM, page 103 Section D: ICM Scripting Configuration for CVP, page 127 Section E: Configuring Unified Communications Manager, page 136 Complete the Main Exercise, page 136 Add Call Transfer to the Exercise, page 137 Add the Reporting Elements to the Exercise, page 139 Comprehensive Call Flow Design Elements and Configuration Sections The following descriptions and diagram present the various systems that work together to create the comprehensive call flow environment for this exercise. To help you better follow the configuration tasks, the tasks are grouped according to the elements you are adding to the exercise as shown in the diagram. Figure 34: Unified CVP Comprehensive Flow Model Example The elements, indicated by the letters in the diagram, are: • A - Voice Gateway (Ingress Gateway/Voice Browser). For this exercise, the two subsystems are hosted on a single platform. The gateway configuration required for this exercise consists of modifications to the gateway running configuration file. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 86 Chapter 10: Comprehensive Call Flow Model Exercise Exercise Prerequisites • B - CVP Servers (VXML server, call server, and reporting server). The various servers are hosted on a single platform called an all-in-one-box configuration. They are identified and configured using the Operations Console. The reporting database can also be installed as part of the Unified CVP installation. There are several setup tasks included in Section B of the exercise instructions. • C - CVP to ICM Peripheral Gateway. This gateway connects Unified CVP to Unified ICM through the Unified CVP call server. • D - ICM. In comprehensive call flow model, Unified ICM handles the call, routing the call and sending the requests it generates for IVR functions to Unified CVP. Configuration includes all elements of Unified ICM that must interact with Unified CVP. • E - Unified Communications Manager. The Unified Communications Manager provides VoIP interconnection. It interfaces directly with Unified CVP and the voice gateway. To configure each of the preceding elements, refer to the corresponding configuration tasks in this chapter. For example, to configure the voice gateway, refer to Section A. Exercise Prerequisites Be sure you complete the following prerequisites before continuing with this exercise: • Hardware requirements include setting up the gateway and the all-in-one-box server or virtual server. Server Hardware and Software Requirements (page 19). • Required data. Refer to Table of Required Data (page 22). • Prerequisite tasks described in Prerequisite Tasks (Before Installing the Unified CVP Software) (page 25). • ICM installation as an all-in-one-box ICM test installation - ready to configure. Refer to Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. • Trunk and route pattern information in Unified Communications Manager. These settings are required for VoIP calls, and, because the ingress gateway translates POTS calls to VoIP, trunk and route pattern information is also required for POTS calls in the comprehensive exercise. Refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 27). • If you did not perform the previous exercises, install the Cisco Unified CVP software package, including the Reporting package, if desired. Refer to Install Components (page 35). Creating the customhelloworld Voice Application It is best to create customhelloworld as part of the standalone exercises, so you can test it in a simpler environment. However, you can create the voice application as part of the comprehensive exercise. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 87 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration • As part of the exercise prerequisites, install Call Studio now. Refer to Installing Unified Call Studio (page 55). • Later, in this comprehensive exercise, you will be instructed to go to Add a Custom Voice Application Created with Call Studio (page 57) to create and deploy the customhelloworld application. Note: There are two versions of customhelloworld, one that uses a TTS server and one that uses a .wav file. Instructions are provided to create either version of customhelloworld, or to modify the TTS version if you have already created it and want the .wav version (see Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 68). Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Section A: Ingress Gateway/Voice Browser Configuration In a production environment, you may decide to place the ingress gateway and the voice browser (VXML Gateway) on separate hosts for greater throughput, extensibility, or failover protection. However, the comprehensive exercise in this chapter is designed to use a minimum amount of equipment. The ingress gateway and the voice browser are combined into a single gateway. (It can be the same voice gateway used in the standalone exercises.) The tasks in this sub-section are required to set up the gateway. The basic tasks are: • If you performed the standalone exercises, restore the modified gateway running configuration to its baseline configuration. • Log into the Operations Console; register the gateway; verify that the Operations Console can reach the gateway; copy all required files from the Unified CVP installation to the gateway. • Create a custom template and use the Operations Console to push the configuration to your gateway. These basic tasks are presented as detailed tasks in this section. Restore the Gateway Running Configuration If you completed the previous exercises, your gateway current running configuration contains many commands applicable to the standalone call model. This could get confusing if you also add the pieces needed for the comprehensive exercise. Also, the earlier commands would generate error messages as you attempt to add similar or identical items to the configuration file for the comprehensive exercise. For this reason, it is helpful to revert to your original, working gateway configuration before adding the changes for this exercise. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 88 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration To create a configuration that contains only the modifications needed for the comprehensive exercise, first restore the running configuration to its original, pre-exercise state as follows: Step 1 Telnet to the voice gateway and log in as follows: a. From the Windows taskbar, select Start > Run. The Run window displays. b. In the Run window, enter: telnet <GatewayIP> and click Ok. Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises. The User Access Verification window displays. c. Enter the password for the gateway. The hostname prompt for the gateway displays. Example: MyGateway Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter en and press Enter. Then enter the password you established for your gateway enable mode. The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway# Step 3 To restore the gateway running configuration, if you have changed the gateway startup configuration, first restore it from a saved configuration file as follows: a. Typecopy <saved_config> startup and press Enter. Where: <saved_config> is the name of a file that contains your original, simplified, working gateway configuration. (No file extension is needed for this command.) b. At the display Destination filename [somefilename] press Enter to confirm the filename and action. The system responds with a confirmation message. Step 4 To make the running configuration the same as the restored startup configuration, reload the gateway by entering and confirming the reload command: a. Type reload and press Enter. b. Respond to the prompt. Type y and press Enter. Log into the All-in-One-Box Server and Start the Operations Console In this task, log into the Operations Console as a pre-step for identifying the gateway to CVP. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 89 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Note: • Use the following steps whenever needed throughout this exercise to log into the all-in-one-box server and start the Operations Console. • The following steps use VNC Viewer to access the Operations Console; you can also log into the console using your browser with an address such as: http://10.86.132.141:9000/oamp (where the IP address is the IP of the all-in-one-box server). However, the exercises use VNC Viewer because you will likely be performing other tasks such as executing a batch file or restarting the server. Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has Unified CVP installed. You see the main Windows 2003 screen. Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue. The Cisco Unified Customer Voice Portal Login window displays. Figure 35: CVP Operations Console - Login Window Step 3 Log into the Operations Console as administrator using the password you established when you installed the Unified CVP product. The Cisco Unified Customer Voice Portal (Operations Console) window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 90 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Figure 36: CVP Operations Console - Main Window Add the Voice Gateway to the Operations Console This task identifies the voice gateway to the Operations Console for management and enables you to transfer files to the gateway. Note: If you have completed the standalone exercises, you have already added the gateway and verified access to it from the Operations Console. Unless you are using a different gateway for the comprehensive exercise, skip to Transfer Required Gateway Scripts and .wav Files to the Gateway (page 93). Step 1 In the Operations Console, select Device Management > Gateway > Add New. The Gateway Configuration window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 91 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Figure 37: CVP Operations Console - Add Ingress Gateway Step 2 From the Table of Required Data (page 22) you recorded earlier, enter the following information: • IP address of the ingress gateway • Gateway hostname • Gateway device type (enter using the drop-down window) • Login username for the gateway (if your gateway requires a username; some do not) • User password for the gateway (this is the password for a monitor-level user) • Enable password for the gateway (this is the administrator-level password) Step 3 Verify that the Operations Console can reach the gateway using the information you entered as follows: Click Test Sign-in. After a short time you should receive the Test Sign-in Successful message. If you do not receive this message, recheck the IP address, hostname, username, and passwords you entered. Step 4 Click Save. A confirmation window displays, showing the IP address and hostname of the gateway you added. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 92 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Step 5 Optional. If you need to check the gateway software version, click Device Management > Gateway > click the entry for the gateway > IOS Commands > Show Version. The version information is displayed in the first line of the results. Transfer Required Gateway Scripts and .wav Files to the Gateway Use the following steps to transfer required files to the voice gateway. Alternately, you can: • Transfer the files from the Unified CVP product CD directly to the gateway. • Place the files on your FTP server (from the CVP CD) and use TFTP to transfer the files using the FTP command line interface. Step 1 If you are not logged into the Operations Console, refer to the steps in Start the Operations Console (page 89). Step 2 Click Bulk Administration > File Transfers > Scripts and Media. Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-down menu. Step 4 From theAvailable box, use the right arrow to move the gateway you identified to the Selected box. Step 5 In the Script and Media Files panel, select the Default Gateway Filesradio button. Then select the following files to tranfer: Note: If you performed the standalone exercises, you have already transferred critical_error.wav, cvperror.tcl, and ringtone.tcl. • bootstrap.tcl • bootstrap.vxml • critical_error.wav • cvperror.tcl • handoff.tcl • recovery.vxml • ringback.wav • ringtone.tcl • survivabilty.tcl Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 93 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Step 6 Click File Transfer Status to monitor the progress of the transfer. (Click Refresh as necessary to refresh the status display.) Step 7 Leave the Operations Console open; you will use it in the next task. Modify the Supplied Gateway "Comprehensive" Template Example to Use with the Getting Started Exercises In the following tasks you will take you gateway basic working configuration and add the configuration items needed to perform the comprehensive exercise. The gateway configuration changes and additions you need for the comprehensive exercise are found in 8.0 GS_ComprehensiveExmpTemplate which is available at the following Cisco URL: http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ prod_configuration_examples_list.html Select the HTML page for the 8.0 GS_ComprehensiveExmpTemplate exercise . This HTML page provides a sample gateway template that you can modify and then copy to the Operations Console, which can then push the template out to your gateway. Although there are other ways to modify your gateway configuration, the point of the following tasks is to provide experience using the Operations Console template features. In the following steps you will update the placeholder comments in the template with the actual IP addresses of your lab configuration. Note: For an explanation of items in the gateway configuration file, refer to the examples in Configuration and Administration Guide for Cisco Unified Customer Voice Portal (http:/ /www.cisco.com/en/US/products/sw/custcosw/ps1006/ products_installation_and_configuration_guides_list.html). Step 1 If you have not already opened the HTML page described previously, please do so. Step 2 Copy the lines of the sample template from the HTML page and paste them into an editor that preserves lines breaks (such as Notepad) and complete the remaining steps to modify the template. Note: The HTML page has been formatted to preserve line breaks. Step 3 Informational Step. The following two lines, at the beginning of the template, identify the file to the Operations Console and turn on the configuration editing mode in your gateway: ! Customer Voice Portal 8.0(1) IOS Template conf t These two lines are required for any Operations Console gateway configuration template. Step 4 TTS Server IP You have the choice of using a .wav file or a TTS server to provide the output for the customhelloworld application. If you will use a TTS server, modify the following configuration lines in the template to include the IP address(s) for your TTS/ASR server(s); otherwise, skip to the next step and the lines will simply be rejected by the gateway when you attempt to add them. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 94 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> Important! If you are not using a TTS or ASR server you must delete the following lines from the template you are updating: ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> ivr tts-server rtsp://tts-en-us/synthesizer ivr asr-server rtsp://asr-en-us/recognizer Step 5 Locate the following dial-peer definitions and replace the <IP of Cisco Communication Manager> with the actual IP address. dial-peer voice 800 voip description Send to Communication Manager--Dialpeer without CUPS translation-profile incoming block destination-pattern 8005557777 voice-class codec 1 session protocol sipv2 session target ipv4:<IP of Cisco Communications Manager>:5060 dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad dial-peer voice 700 voip description Send to Communications Manager--Dialpeer without CUPS translation-profile incoming block destination-pattern 7005557777 voice-class codec 1 session protocol sipv2 session target ipv4:<IP of Cisco Communications Manager>:5060 dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad Step 6 Save your modified template file. Copy the Configuration Changes to the Operations Console In this task you bring the modified template into the Operations Console: There are two ways to bring the template into the Operations Console: • You can copy the file to the system that is running the Operations Console, then use the Add Template feature to browse to and add the template. • You can create a template in the Operations Console by copying an existing template, then paste your configuration over the lines in the template copy to create a new version of the copied template. This is the method used in the following steps. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 95 Chapter 10: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Step 1 Open the Operations Console you are using for this exercise and select: System > IOS Template > IOS Template Management. Step 2 Select any of the sample templates and click Copy. Step 3 Provide a name and description for the new template. For example: Comprehensive Example.tpt Comprehensive Getting Started Exercise Step 4 Check the box: Enable template modification. Step 5 Highlight and delete all the contents of the template. Step 6 From Notepad (or the editor you used) copy the entire sample template you modified, then paste the contents into the empty template file in the Operations Console. Step 7 In the Operations Console click Save to save a new template based on the example configuration. Note: You can use a similar process to convert a saved gateway configuration to a template you can use within the Operations Console. Be sure to add the two required lines at the top of the template: ! Customer Voice Portal 8.0(1) IOS Template conf t Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed In this task you use the Operations Copnsole to update the gateway configuration from its existing running-config to the template configuration you created for the comprehensive getting started exercise. Step 1 From the Operations Console select: System > IOS Configuration > IOS Template Deployment. Step 2 From the Select Template dropdown, select the template you just created. Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for this exercsise and click the right arrow button. Step 4 Click Preview and Deploy. You should see the template previewed with the message The IOS Template is valid and ready for Gateway deployment. Note: The validation process only checks for proper template variables, not gateway configuration syntax. There are no variables in the template for the standalone exercises. Step 5 Scroll down and click Deploy, then verify the comand. You see the message: The IOS Template deployment has started. For detailed information, select the Deployment status button. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 96 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM Step 6 Click the Deployment Status icon. Step 7 The Deployment Status window displays showing the status as In Progress. Wait a minute and click Refresh to determine if the deployment is complete (status is Success). Note: If the status is Failed you can click the status link and examine the message details. The line causing the error will be the last line in the status message. Once the Success status displays, continue to the next step. Step 8 From the Operations Console, select Device Management > Gateway and double click the link for the gateway you added. Step 9 Click IOS Commands > Show running-config and verify that the new configuration includes the commands you just pushed from the Operations Console. Note: If you need to roll the gateway configuration back to its prior configuration (one level of rollback only is supprted), select: System > IOS Configuration > IOS Template Deployment > Deployment Status. Select the gateway, then click Rollback. Save the New Running Configuration to the Startup Configuration File In this task, save the new, combined running configuration as a new startup configuration. Note: This procedure assumes that you have already saved your original startup configuration. If you have not saved the original startup-config file (or saved your original running configuration), you are urged to do that first. Refer to Back Up Your Existing Voice Gateway Running Configuration (page 48). Step 1 Copy the running configuration to the startup configuration file to save in NVRAM in case the Gateway reboots. At the command prompt: Type copy running-config startup-config and press Enter Or type just: copy running startup and press Enter Press Enter at the verification prompt. Section B: Configuration for Use with ICM In the Comprehensive call flow model, the gateway sends the call request to the call server instead of directly to the VXML server. Complete the following tasks to set up Unified CVP for use with Unified ICM. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 97 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM Identify and Configure the Call Server In the Operations Console You will need the following information to add the call server to the Operations Console: • Hostname of the call server. (For an all-in-one-box configuration, this is the same hostname as for the all-in-one-box server.) • IP address of the call server. (For an all-in-one-box configuration, this is the same IP address as for the Unified CVP server.) Refer to the information you recorded in Table of Required Data (page 22). Note: Because this is an all-in-one-box configuration, the same server also hosts the reporting service, VXML service, and the call server service. Complete the following steps to configure the call server: Step 1 If the Operations Console is not already running, log into the Unified CVP server as administrator using a program such as VNC Viewer. Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log into the Operations Console using the password you established when you installed the software. Step 3 Select Device Management > Unified CVP Call Server and Click Add New. The Unified CVP Call Server Configuration window displays. Step 4 Enter the following information: a. IP address of the call server (same as the all-in-one-box host). b. Hostname of the call server (same as the all-in-one-box host). c. If desired, enter a description such as All-In-One CVP Call Server. d. Select the following Activate Services items: ICM, IVR, SIP. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 98 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM Figure 38: CVP Operations Console - Define the CVP Call Server Step 5 Click Next. An expanded Unified Call Server Configuration window displays, having additional tabs. Figure 39: CVP Operations Console - Define Additional Call Server Configuration Items Step 6 Select the ICM tab and verify that the VRU connection port is 5000 (the default port number). Step 7 Select the SIP tab and enter the following Local Static Routes information (top right section of the window). Each of the following entries includes the DN, the target for that DN, and an explanation of how the static route is used. The > character is used to indicate "any additional digits." For example, 9191 was entered as 91> and 9292 is entered as 92>. This convention enables the numbers to match their intended targets, even after the system adds additional identifying digits during the call handling process. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 99 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM 91> and 10.86.132.177(ingress gateway IP address) This entry matches the ringtone.tcl dial peer in the gateway configuration. It provides the sound of the ringing phone after you dial the exercise test number. 92> and 10.86.132.177 (ingress gateway IP address) This entry matches the cvperror.tcl dial peer in the gateway configuration. It provides error handling. 123456789> and 10.86.132.177 (ingress gateway IP address) This entry will match the VRU label you establish later in ICM. It is used to pass incoming calls to ICM. The ">" indicates any additional digits after the "123456789" and is added because additional digits are added to the label by ICM. 40> and 10.86.132.142 (Unified Communications Manager) This entry identifies a set of phones that the Unified Communications Manager can send the exercise test call to. In this test setup, you send the call to a phone with an extension beginning with 40. The 40> entry will match any phone number that begins with 40. The IP address should be the Unified CM server you are using for this exercise. If you are sending the call to a different phone number, use that number instead of 40>. Figure 40: Unified CVP Call Server - Configure for Comprehensive Exercise Step 8 Click Save &Deploy to accept the default values for the items in the other tabs, save the configuration, and deploy the call server to the example installation. (You receive a message that certain fields have changed. Click OK to continue.) A successfully added to the network map message, similar to the following example, displays. Figure 41: Unified CVP Operations Console - Call Server Successfully Added Step 9 Leave the Operations Console open for the next task. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 100 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM Add the Unified CVP VXML Server to the Operations Console Complete the following steps to identify, configure and deploy the VXML server. Note: • If you completed the previous Unified CVP VXML Server with Reporting exercise, you have already added a non-standalone VXML server. Skip to Create and Deploy the customhelloworld Voice Application (page 102), the next task. • Otherwise, if you previously added a standalone VXML server, you must delete it because the new definition uses the same IP address. Complete the following steps. Step 1 If necessary, log into the Operations Console. Refer to Start the Operations Console (page 41) for login instructions. Step 2 If you created a standalone VXML server (for the previous exercises) and have not yet deleted it, the definition for the new VXML server (non-standalone) uses the same IP address. Therefore you must delete the old VXML Standalone definition. Complete the following substeps to delete the VXML standalone instance. Note: If the standalone instance does not exist, or is already deleted, skip to the next step. a. Select Device Management > Unified CVP VXML Server (standalone). b. At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio button for the VXML server added in the earlier exercises and click Delete. Confirm the deletion. Step 3 If you have not added a non-standalone VXML server to the all-in-one-box configuration, select Device Management > Unified CVP VXML Server (not the standalone selection). Step 4 At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the Unified CVP VXML Server Configuration window. Step 5 Enter the IP address and hostname for the VXML server. This will be the IP address and hostname of the all-in-one-box server/virtual server you are using for these exercises. Step 6 Enter a description such as CVP VXML Svr NOT Standalone Step 7 For the Primary Call Server, select the call server you defined earlier. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 101 Chapter 10: Comprehensive Call Flow Model Exercise Section B: Configuration for Use with ICM Figure 42: CVP Operations Console - Add Non-standalone VXML Server Step 8 Click Save & Deploy. A confirmation message displays telling you that you must restart the call server. Step 9 Select Device Management > Unified CVP VXML Server and verify that the newly defined VXML server Device Status is Configured. Step 10 Close the Operations Console. Step 11 You must restart the Unified CVP server before you can proceed to the next task. Click Start > Shutdown > Restart and enter a comment such as must restart call server to deploy. Create and Deploy the customhelloworld Voice Application At this point, you have configured Unified CVP to the point that you can create and deploy the customhelloworld application. Note: If you have already created and deployed customhelloworld for the standalone exercises, you only need to deploy the application to the new VXML server. Refer to Deploy the Custom Application on the VXML Server (page 66). Step 1 If you have not installed Unified Call Studio, install it now. Refer to Installing Unified Call Studio (page 55). Step 2 Create the customhelloworld voice application. Refer to Add a Custom Voice Application Created with Call Studio (page 57) to create and deploy the application. Note: There are two versions of customhelloworld, one that uses a TTS server and one that uses a .wav file. Instructions are provided to create either version of customhelloworld, or to modify the TTS version if you have already created it and want the .wav version (see Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 68). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 102 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM On the all-in-one-box server, using the ICM software, install a Peripheral Gateway between Unified CVP and Unified ICM. Installing and configuring a Peripheral Gateway that interfaces between Unified CVP and Unified ICM involves the following tasks: • Examine the Unified ICM installation and verify that enough PG places are allocated. • Add the PG to the Unified ICM Configuration Manager to obtain a PG ID. • Install the PG on the all-in-one-box server. • Define the VRU on the Unified ICM system. • Set the newly defined VRU as the default VRU within the Unified ICM system. Verify that Enough PG Places Have Been Allocated on Unified ICM In this task, run the Unified ICM setup program and verify that the proper number of spaces are allocated for PGs. Step 1 Log into the server that is hosting Unified ICM using a tool such a VNC Viewer. Step 2 To run the setup program, click Start > Run and enter icmsetup in the text box and click OK. Step 3 Respond no to the security hardening prompt. Step 4 Examine the Cisco ICM Setup initial window. Write down the name of the ICM Instance shown in the ICM Instances pane. Later, you must create an instance with the same name. The "instance" used in this exercise is icm. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 103 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 43: ICM Setup - Check Number of Allocated PG Slots Step 5 Optionally, deselect Prompt for Security Hardening. Security hardening is not used in this exercise. Step 6 In the Cisco ICM Setup window, in the Instance Components pane (right side of the window), select RouterA and click Edit. Note: If you previously started the ICM RouterA service, the program prompts you to stop the service. Respond Yes to shut it down. The Router Properties window displays. Step 7 Click Next twice to display the following Device Management Protocol Properties window. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 104 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 44: ICM - Check Range of PGs that Can be Used Step 8 In the Peripheral Gateway Devices box, be sure you have at least 2 devices indicated. If not, enter 1-2 in this box, indicating that Unified ICM should use PGs in the range 1 through 2. Note: If you are using the Unified ICM installation for other purposes, and require additional PGs, adjust the number in the Peripheral Gateway Devices box accordingly, ensuring that you have 2 PGs for this exercise. Be sure to enter a range, not a single digit. Step 9 Click Next until you get to the summary screen. On the summary screen, click Next, and allow the system to perform its configuration. Step 10 Select Yes, start the ICM Node Manager and click Finish to complete the setup wizard. Step 11 Click Exit Setup to close the setup window. Define the Voice Response Unit (VRU) on Unified ICM Define the Voice Response Unit on the Unified ICM system. Use the values listed in the following steps. The VRU name is needed when you define the peripheral gateway, later in this section. Step 1 Log into the Unified ICM server using VNC viewer or a similar program. Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface. The workstation folder opens displaying a number of management tools. Step 3 Double-click Service Control and verify that the following services are running: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 105 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Services: • Cisco ICM icm Distributor • Cisco ICM icm LoggerA • Cisco ICM icm RouterA These services must be running before you can open the ICM Configuration Manager. If necessary, select the services that are not running and click Start. Wait a few seconds after all services are started. Step 4 Close the Service Control window. Step 5 For convenience, right click the Configuration Manager selection in the Unified ICM Admin Workstation folder and send its icon to the desktop. You can now close the workstation. Step 6 Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a compacted tree structure. Step 7 From the Configuration Manager choose Tools > Explorer Tools > Network VRU Explorer (double click). Step 8 On the Network VRU Explorer window click Retrieve. This action displays the Add Network VRU button. Click this button to display the Network VRU configuration tabs. Step 9 ON the Network VRU tab, add a VRU definition using the following values: Values: • Name: Type10_CVP_VRU • Type: Type 10 (from the drop-down list) • Description: CVP VRU for Comprehensive Ex Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 106 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 45: ICM - Create Type 10 VRU Name Step 10 Click Save. The VRU name you just added should display in the tree on the left side of the Network VRU Explorer window. Step 11 Minimize the Network VRU Explorer tool. You will reaccess this tool later, after you define a routing client, to add a label to the VRU definition. Add the PG to the ICM Configuration Manager and Obtain a PG ID Add the PG to the ICM Configuration Manager to obtain a PG ID. You will need this ID to install the instance of the PG when you perform the next task. Step 1 Double-click the Configuration Manager icon on the desktop, if necessary, to open the Configuration Manager. The Configuration Manager window opens and displays a compacted tree structure. Step 2 In the ICM Configuration Manager, select Configure ICM > Peripherals > Peripheral > PG Explorer (double-click). Step 3 Click Retrieve to activate the Add PG button at the bottom of the window. Step 4 Click Add PG to display the Logical Controller tab entry pane. Step 5 In the Logical Controller tab panel, enter the following information: a. Name: CVPPG (PG identifying name for this exercise). b. Client Type drop-down: VRU and then click Save. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 107 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM c. After you save the definition, the top portion of the Logical Controller tab displays the Logical Controller ID and the Physical Controller ID for this logical controller (5000 for each value in the following example). Write down the value of the Logical Controller ID. Figure 46: ICM Configuration Manager - PG Logical Controller ID Step 6 When you save the CVPPG definition, the system adds a peripheral with the same name (CVPPG_1 in this example) and opens a multi-tab configuration window. (If the window does not open, select the CVPGP_1 object in the tree.) Note: If you need to add the peripheral manually, click Add Peripheral (bottom left of the main window below the PG tree). Step 7 On the Peripheral tab of the multi-configuration window, select Enable post routing (bottom of the window). Figure 47: ICM Configuration Manager - Add PG and Get ID Step 8 Write down the number of the Peripheral ID (5000 in the preceding example). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 108 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Step 9 On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC. Figure 48: ICM Configuration Manger - Routing Client Label for PG Step 10 On the Advanced tab, for Network VRC, select Type10_CVP_VRU, the VRU that you configured earlier. If necessary, refer to Define the VRU on ICM (page 105). Figure 49: ICM Configuration Manager - Configure PG Step 11 Click Save to save the configuration. Step 12 Click Close to close the explorer. Add a Label to the VRU Previously Defined In this task, you will access the VRU definition you previously defined (Type10_CVP_VRU) and create a label for it. This label requires the name of the routing client which you defined in Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 109 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM the Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 107) task, which you will be able to choose from a drop-down list. Complete the following steps to define the VRU Label: Step 1 Reopen the minimized Network VRU Explorer tool, if it is closed, from the Configuration Manager select Tools > Explorer Tools > Network VRU Explorer. Step 2 If necessary, click Retrieve to display the defined VRUs. Step 3 Select the VRU you just added (Type10_CVP_VRU) and click Add Label (button at the bottom left of the window). The Label tab displays. Step 4 For the Routing Client, select the client you created previously (CVP_RC in this example). Enter a label of 1234567890 and click Save and then Close. Figure 50: ICM - Create Type 10 VRU Label Set the Default Voice Response Unit (VRU) Identify the Voice Response Unit, defined in the previous step, to Unified ICM using the Configuration Manager. Step 1 If necessary, access Unified ICM and start the services needed for the Configuration Manager. Refer to Define the Voice Response Unit (VRU) on Unified ICM (page 105) for details. Step 2 Double-click the Configuration Manager icon on the desktop (or select it from the Admin Workstation). The Configuration Manager window opens and displays a tree structure. Step 3 choose Tools > Miscellaneous Tools > System Information (double click). The System Information window displays. Step 4 In the VRU section, select the name of the VRU you established in Define the VRU on ICM (page 105). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 110 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM In this example: Type10_CVP_VRU Figure 51: ICM Configuration Manager - Identify the Default VRU Step 5 Click Save and then click Close to exit the window. Install the PG on CVP In this task, you use the icmsetup program (on the Unified ICM CD/DVD) to set up a peripheral gateway on the Unified CVP server. The peripheral gateway that connects Unified CVP and Unified ICM resides on the Unified CVP server. You will need the following information you recorded in the Table of Required Data (page 22): Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 111 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM • ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on the server. You must use this same ICM instance name when you set up Unified ICM on the Unified CVP server using the following steps. In the example, the instance name is: icm. • The controller domain name you used when you set up Unified ICM. This is the Microsoft Active Directory domain name you created for the router/logger. In the example it is: ccbu-doc-ad.cisco.com. Step 1 Using a tool that can run Cisco ICM Setup from a DVD or .iso file, such a VMware Infrastructure Client, log into the server that is hosting Unified CVP (not Unified ICM). In this example, the IP address is 10.86.132.141. Note: If you have previously installed a PG on this server, you do not need the Unified ICM CD/DVD. In this case, you can use VNC Viewer to access the Unified CVP server and run icmsetup. Select Start > Run and enter icmsetup in the text box, and click OK. Step 2 On the Unified CVP server, open the Unified ICM CD/DVD media, or connect to the Unified ICM installation .iso file, and run setup.exe (or right click the drive and click autoplay. Step 3 Respond No to the security hardening prompt, if it displays. Step 4 At the prompt for the ipsec pre-shared key, enter a key you could to use later to access Unified CVP from the Support Tools. Note: Although the Support Tools are not enabled (the Unified CVP installation instructions in Install Components (page 35) tell you to say no to the Support Tools prompt), the tools are installed, but not activated. You must enter a key that you can use later, if you need to use the Support Tools. Step 5 The Cisco ICM Setup window displays. Figure 52: ICM - Add ICM Instance Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 112 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Step 6 In the ICM Instances panel, click Add to open the Add Instance dialog box shown in the preceding example. In this box you will define the instance of Unified ICM that Unified CVP will use. Use the same instance name that you used for your ICM installation. Step 7 Enter the following information: • Instance Name: icm (in this example). Note: For more information on the instance name, see the bullet list at the beginning of this task. • Instance Number: auto entered. • Controller Domain: ccbu-doc-ad.cisco.com (in this example). Note: Enter the actual controller domain name you used for the Unified ICM server installation. See the bullet list at the beginning of this task for details. • Click OK to create the ICM instance definition for CVP. Step 8 From the initial Cisco ICM Setup dialog box, select the ICM Instance in the left column (icm in this example). Then, to the right of Instance Components, click Add to open the ICM Component Selection dialog box. You receive the prompt: Figure 53: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server This information does not apply to this exercise. Click OK to continue. The ICM Component Selection window displays. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 113 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 54: ICM - Add Peripheral Gateway Instance Step 9 Click Peripheral Gateway as indicated in the preceding example. The Peripheral Gateway Properties window displays. Figure 55: ICM Setup - Select PG Type as VRU Step 10 From the Client Type Selection list, select VRU and click Add to display VRU in the Selected Types box. Step 11 Click Next to display the Peripheral Gateway Component Properties window. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 114 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Step 12 At the top right of the window, the section for Peripheral Interface Managers, click Add to open the Add PIM popup window. Click OK to add the first available PIM and close the popup window. Figure 56: ICM - Add Peripheral Gateway - PIM The VRU Configuration window displays for the PIM instance you selected. Step 13 Complete the VRU Configuration dialog box as follows: a. Select the Enabled box at the top left of the window. b. Peripheral name: CVP_PG Enter an easily recognized name as shown in the following example; it does not need to match the PG name you entered on ICM. c. Peripheral ID: the ID you recorded in Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 107) (5000 in this example). d. VRU host name: DOCCVP801 Use the local host name you gave to the all-in-one-box server (DOCCVP801 in this example). e. VRU Connect port: 5000 (default VRU connect port) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 115 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 57: ICM Setup - PG Setup - PIM Parameters Note: This should be the same port number you used for the call server. You can check this in the Operations Console. Select: Device Management > CVP Call Server > the edit window, ICM tab as shown in the following example. Figure 58: ICM - Add Peripheral Gateway - VRU Connection Port f. Step 14 Keep the default values for the remaining boxes and click OK to accept the input and return to the Peripheral Gateway Component Properties window. Enter the Logical controller ID you recorded in Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 107) (5000 in the example) and click Next. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 116 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 59: ICM Setup - Install PG - Enter Logical Controller ID Step 15 The Device Management Protocol Properties window displays. Select Side A preferred and click Next. Figure 60: ICM - Add Peripheral Gateway - Side A Preferred Step 16 The Peripheral Gateway Network Interfaces window displays. a. In the Private Interfaces section: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 117 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Enter the following : • PG Private A: DOCCVP801 (hostname for the all-in-one-box server) • PG Private A high: DOCCVP801 (hostname for the all-in-one-box server) • Delete entries for PG Private B and PG Private B high. b. In the Visible Interfaces section: Enter the following: • PG visible A: DOCCVP801 (IP or Hostname for the Unified CVP server) This entry would be the IP or hostname for the all-in-one-box server. • Router visible A: IP or Hostname of ICM CallRouter This entry would be the IP or hostname for the all-in-one-box Unified ICM server which hosts the CallRouter, logger, admin workstation, and other tools (10.86.132.137 in this example). • Router visible A high: IP or Hostname of ICM CallRouter Again, this entry would be the IP or hostname for the all-in-one-box Unified ICM server which hosts the CallRouter, logger, admin workstation, and other tools. • Delete entries for all "B" interfaces. Figure 61: ICM Setup - Install PG - Network Interfaces Step 17 Click Next until the Check Setup Information window displays. Review your choices and, if necessary, click Back to make revisions; otherwise, click Next to initialize the PG. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 118 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Step 18 If you receive the message Disabling OPC capture for PG<#>: Less then 5 GB available on drive. Check ICMSetup log for any additional messages, click OK. Initialization continues. Step 19 At the Setup Complete window, select Yes, start the ICM Node Manager, and click Finish to initialize the PG. Step 20 Click Exit Setup to close the setup program window. Step 21 Log onto the server and double-click the ICM Service Control icon to open the ICM Service Control window. If the PG service is not started, select it and click Start. Add ECC Variables to ICM The Unified ICME expanded call context (ECC) variables defined in this task are used for the comprehensive exercise. Configure the various ECC variables using the following steps. Note: If the ECC variables feature is not enabled, the following steps also explain how to enable it. Step 1 Log into the Unified ICM server using VNC viewer or a similar program. Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface. The workstation folder opens with a set of functions listed on its desktop. Step 3 Double-click Service Control and verify that the following services are running: Services • Cisco ICM icm Distributor • Cisco ICM icm LoggerA • Cisco ICM icm RouterA If these services are not started, you cannot open the Configuration Manager and/or cannot add new ECC variables. Select the services that are not running and click Start. Step 4 Close the Service Control window. Step 5 Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 6 Expand the tree to display Tools > List Tools and double-click Expanded Call Variable List. Note: If the ECC variables function is not enabled, you receive the following message when you try to open the configuration window: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 119 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Figure 62: ICM Configuration Manager Message - Enable ECC Variables If you receive this message, to enable the ECC variables, complete the following substeps. a. Open the Configuration Manager and choose Tools > Miscellaneous Tools and double-click System Information. The System Information window displays. Figure 63: ICM System Information - Enable ECC Variables Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 120 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM b. Select the Expanded call context enabled box as shown in the upper left of the preceding example, and click Save, then Close. If ECC variables were already enabled, the following Expanded Call Variable List window displays. Note: You must click Retrieve to display the list of currently defined variables and to activate the Add button. Add the "user" ECC variables from the table in the next step. The following screen example shows the first user variable added: user.media.id and the dialog box ready for entry of the second user variable. Figure 64: ICM Expanded Call Variable List (ECC Variables) Step 7 To properly enter the user variables, please read the following notes carefully. Notes: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 121 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM • You must enter the name exactly as specified, otherwise, the ICM software will not be able to use the variable to communicate with the ICM services. • It is easy to mistype a variable name or enter the variable twice. To help ensure success, click Add after you enter each variable and visually verify its proper entry. • There is a limited amount of space for ECC variables. If the length (in the following table) is specified as required, enter the Maximum length value exactly as provided in the reference table. Otherwise, enter the recommended value, unless there is a specific reason to enter a larger value. • Once you have defined all the variables, click Save and then Close. Step 8 In the Expanded Call Variable List window, click Retrieve to display the currently defined variables. Step 9 If you have not previously added ECC variable, click Add to display user in the Attributes tab, otherwise, scroll down to the last user variable you defined (or to the entry user) and click Add to activate the Attributes tab. Step 10 Enter the name of the variable and define its fields according to the information in the ECC table. Example: For the first variable, enter its name, user.media.id, the required length of 32, optionally, enter a description, select Enabled, and click Add at the bottom left. Examine the variable name added to the list of variable and be sure it is exactly the same as in the table. Step 11 After you enter the last variable, click Save. Note: If you receive the error message Failed to update the database. The enterprise name that was entered is already in use, look for a duplicate entry, select the duplicate and click Delete. Then try saving the list. It is also possible to end up with two items labeled user with no additional entry. If so, delete them and try again to save the variables. Step 12 Close the Expanded Call Variable List window. Note: • For simplicity, the following table, assumes that you check Enabled for each variable, but do not check persistent. • If a variable is an array, it will have both a length value and a maximum array size value. Name Length Array Description (Optional) user.media.id Required: 36 no A random number identifying a call to the ICM Service. user.microapp. currency Required: 6 no Currency type. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 122 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM user.microapp. error_code Required: 2 no Error status code returned from Unified CVP to Unified ICME when the Run Script Result is False. user.microapp. locale Required: 5 no Combination of language and country which defines the grammar and prompt set to use. user.microapp. media_server Max Length: 210 chars no Root of the URL for all media files and external grammar files used in the script. Recommended: 30 HTTP specified as: "http://<servername>" HTTPS specified as: "https://<servername>" user.microapp. play_data 40 characters no Default storage area for data for Play Data micro-applications. user.microapp. sys_media_lib 10 chars no Directory for all systems media files, such as individual digits, months, default error messages, and so forth. user.microapp. app_media_lib Max Length: 210 chars no Directory for all application-specific media files and grammar files. Recommended: 10 chars Can be ".." which bypasses the user.microapp.app_media_lib and user.microapp.locale ECC variables when writing a URL path. Example: user.microapp.app_media_lib set to ".." then http://server/locale/../hello.wav becomes http://server/hello.wav user.microapp. grammar_choices Max Length: 210 chars no Recommended: 40 chars user.microapp. inline_tts Max Length: 210 chars If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent. no Required: 1 char Specifies the text for inline Text To Speech (TTS). If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent. Recommended: 40 chars user.microapp. input_type Specifies the ASR choices that a caller can input for the Get Speech micro-application. Each option in the list of choices is delimited by a forward slash (/). no Specifies the type of input that is allowed. Valid contents are: D (DTMF) and B (Both DTMF and Voice). B is the default. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 123 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B. Note: With input_type set to B (both), either DTMF or speech will be accepted, but not mixed mode input. Once you begin entering with one mode, input using the other mode is ignored and has no effect. user.microapp. caller_input Max Length: 210 chars no Note: Get Speech results will be written to the ECC variable. Results from Get Digits or Menu micro-applications will be written to the CED. Recommended: 40 chars user.microapp. pd_tts Required: 1 char Storage area for an ASR input that is collected from Get Speech. no Specifies which files should be played to the user: Unified CVP Text To Speech (TTS) or media files. Valid contents are Y (Yes, use TTS capabilities) and N (No, do not use TTS capabilities; play media files instead). Note: Used only with Play Datamicro application. user.microapp. UseVXMLParams Required: 1 char no Specifies the manner in which you pass information to the external VoiceXML. Set this parameter to either Y (yes) or N (no). E CC variables are set during runtime using set variable node in the script editor. • Y uses the values in the user.microapp.ToExtVXML variable array. • N appends the name/value pairs in user.microapp.ToExtVXML to the URL of the external VoiceXML. user.microapp. ToExtVXML 40 yes This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables, even if the array length is set to 1. yes This variable array returns information from the external VoiceXML file. Must be configured as Array variables, not Scalar Variables, even if the array length is set to 1. Max array size 4 user.microapp. FromExtVXML 40 Max array size 4 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 124 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM user.microapp. metadata Normally: 62 bytes Can be 21 bytes if remaining ECC space is restricted. no Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application. The user.microapp.metadata ECC variable is structured as follows: m|con|tr|to|iv|duratn|vruscriptname Note: For structure details, refer to the discussion of Metadata ECC variables in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Configure Call Types In this task, you create call type labels. Each call type label is used in the Call Type Manager (defined later) to associate calls with a particular call script. The call type label identifies a category of calls. For example, in the exercise, you use the label TestCallsHelloWorld for the HelloWorld call number. To configure the Call Type label, use the ICM Configuration Manager as follows: Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer to Define the Voice Response Unit (VRU) on Unified ICM (page 105) for details. Step 2 Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Choose Tools > List Tools > Call Type List (double click) The Call Type List window displays. Step 4 Click Retrieve to activate the Add button. Step 5 Click Add to display the Attributes pane used for defining the call types. Step 6 On the Attributes tab, enter the following information: a. Name: TestCallsHelloWorld (label to identify calls to this voice application) b. Call Type ID: automatically entered (after you save the definition) Step 7 Click Save to save each call type definition. Step 8 Repeat the preceding configuration steps to create and save a call label for the customhelloworld call number with the name: TestCallsCustomHW Step 9 Close the Call Type List window. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 125 Chapter 10: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM Configure Dialed Numbers Create a dialed number identification composed of the number the user dials, plus the routing client you defined earlier. Associate this with the VRU label you defined earlier. To configure the Dialed Numbers, use the ICM Configuration Manager as follows: Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer to Define the Voice Response Unit (VRU) on Unified ICM (page 105) for details. Step 2 Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Choose Tools > List Tools > Dialed Number / Script Selector List The Dialed Number / Script Selector List window displays. Step 4 Click Retrieve to activate the Add button. Step 5 Click Add to display the additional sections of the window used for defining the dialed numbers. Step 6 On the Attributes tab, identify the two dialed numbers used for the comprehensive exercise using the following substeps: a. Routing client: CVP_RC (set up earlier) b. Media routing domain: CISCO_Voice (the default) c. Dialed number string: 8005557777 (the HelloWorld exercise number) d. Name: auto-filled (after you enter the DN string and select another field) The name is a combination of the routing client and the dialed number. For example: CVP_RC.8005557777 e. Using the drop-down set Default Label: 1234567890 (the VRU label you defined earlier (page 105)) f. Click Save to save the dialed number definition. Step 7 Repeat the substeps to create the dial number for customhelloworld: 7005557777 Step 8 Close the configuration tool. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 126 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Section D: ICM Scripting Configuration for CVP Complete the following tasks to configure Unified ICM scripting to work with the comprehensive exercise. Create Network VRU Script In this task, you define a Network VRU script which the Unified ICM script uses to access the applications HelloWorld and customhelloworld on the VXML server. Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer to Define the Voice Response Unit ( VRU) on Unified ICM (page 105) for details. Step 2 Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Choose Tools > List Tools > Network VRU Script List. The Network VRU Script List window displays. Step 4 Click Retrieve to display existing network VRU script definitions, if any. This action also activates the Add button. Step 5 Click the Add button. The Attributes pane displays. Step 6 Complete the following fields: a. Enter a unique name used to identify the script. For this exercise, you are creating a VRU Script that enables the Unified ICM script to access any application on the VXML server. You will use it to access both the HelloWorld application and the customhelloworld Call Studio application you created earlier. Name: PlayCVP_CallStudioScript The actual names of the two Call Studio scripts you will access are identified later in the two Unified ICM scripts, using the user.microapp.ToExtVXML ECC variable. b. Using the drop-down list, associate the script with the VRU you identified previously. Network VRU: Type10_CVP_VRU c. Enter the elements that identify what this script should do: VRU script name: GS,Server,V Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 127 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP In this example, the elements are: • GS - Specifies the Get Speech (also Get Script) micro-application to be invoked by Unified ICM. In this exercise this micro-application is used to get access an external application (both the build-in HelloWorld application and the customhelloworld Call Studio application). • Server - Tells Unified ICM to get the Call Studio script from a server. The server is specified in the Unified ICM script, using an ECC variable. • V - Indicates that the file should come from the VXML media library or that the file is a Call Studio script. For more information refer to Writing Scripts for Unified CVP in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. d. Timeout: use the default e. Configuration param: not needed f. Customer: not needed g. Interruptible: Checked The Interruptible parameter indicates that whatever media file is played by this script can be interrupted. For example, if the file is played while waiting for an agent to be free, it can be interrupted and the call directed to the agent. h. Enter a description if desired. For this exercise enter: Use to Call a CVP Call Studio App from ICM Script. Figure 65: ICM - Create Network VRU Script Step 7 Click Save to save the definition, then click Close to close the window. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 128 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Create a Unified ICM Script that accesses the Network VRU script you just created, and, through the Network VRU script, accesses the HelloWorld application. If you do not create the following script all in one session, save the script under the name HelloWorld_ICM_Script. When you save the script, ICM activates the script and it is not editable. To make the script editable: • If the file is closed, select File > Open and select Open Mode: Edit • If the file is still open, select the Edit Script icon (looks like a set of elements with a pencil beside them). Step 1 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry to open the ICM Script Editor. Step 2 Click File > New > Routing Script. The work area opens and displays a Start icon. Step 3 Click View > Palette to display the work space palette. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 129 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Figure 66: ICM - Create Call Script - Start Element Step 4 On the Palette, General tab, click the Set Variable selection and drag a set variable element to the workspace. Repeat this action three more times to create four Set Variable boxes as shown in the following example. Note: In the following steps, if you do not see the ECC variable you need to configure in the drop-down list, you may not have added it. Refer to Add ECC Variables to ICM (page 119). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 130 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Figure 67: ICM - Create Call Script - Add Set Variable Elements Step 5 You will use the first variable box to identify the VXML server using the user.microapp.media_server ECC variable. Set the first variable as follows: a. Right click the Set Variable box and click Properties to open the Set Properties dialog box. b. On the Set Variable tab, click the Object Type drop-down and select Call. c. Leave the Object box with No Selection and, from the Variable drop-down box, select user.microapp.media_server. d. Substituting the IP address of your Unified CVP server, in the Value box, enter: "http://10.86.132.141:7000/CVP" e. Click OK to save the variable definition. Figure 68: ICM - Create Call Script - Define user.microapp.media_server Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 131 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Step 6 The second variable defines the location of the application media library. Choose user.microapp.app_media_lib from the Variable drop-down, and set the value of the variable to two dots as shown in the following example (create a relative reference to the directory). Figure 69: ICM - Create Call Script - Define user.microapp.app_media_lib Step 7 The third variable identifies the external application you want the script to run. For this Unified ICM script, it defines the HelloWorld application; you will identify the other application when you create the second script. Again, the Object Type is Call. Choose user.microapp.ToExtVXML[] from the Variable drop-down. This variable is an array. Identify the first array member by typing 0 in the Array Index box. In the Value box, type: concatenate("application=HelloWorld;",concatenate("callid=",Call.user.media.id)), as shown in the following example. Figure 70: ICM - Create Call Script - Define user.microapp.ToExtVXML Step 8 The last variable indicates how you pass information to the external VXML server. Its value is either Y or N. In this exercise, set the value to N to tell Unified ICM to append the name/value pairs in user.microapp.ToExtVXML to the URI of the external VXML server. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 132 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP For this variable again use Call for the Object Type. Select user.microapp.UseVXMLParms from the Variable drop-down box. Enter "N" for the Value, including the quotation marks, as shown in the following example. Figure 71: ICM - Create Call Script - Define user.microapp.UseVXMLParams Step 9 On the Palette, click the Queue tab, and drag the Run External Script object onto the workspace below the last Set Variable box. Step 10 Right-click the Run External Script object and click Properties to open its Properties dialog box. The box should list the Network VRU script you previously defined (PlayCVP_CallStudioScript). Step 11 Select the PlayCVP_CallStudioScript VRU script name. Step 12 Click OK at the bottom of the dialog box to submit and save the change and close the dialog box. Step 13 On the Palette window, select the General tab and drag the End icon onto the work space below the Run External Scripts box. Step 14 Connect the boxes to create the call flow as follows: a. Click the down-arrow at the bottom of the Start object (and hold the mouse button). Move the mouse to the middle of the first Set Variable object and release the mouse button. b. Click the down-arrow on the first Set Variable object (hold the button). Move the mouse to the middle of Set Variable object #2 and release the mouse button. Continue in this manner to connect all of the Set Variable objects to each other in a chain and to connect the last Set Variable object to the Run External Script object. c. Finally, click the checkmark (successfully completed exit point) at the bottom of the Run External Script object (hold the button) and move to the middle of the End object and release the mouse button. The result should be similar to the following example. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 133 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Figure 72: ICM - Create Call Script - Connect Elements Step 15 Click Script > Validate. A message displays indicating no errors and containing the warning Fail connection is missing. For this exercise there is no fail condition established. Instead, the system generates the standard error message. Figure 73: ICM - Create Call Script - Validate Script Step 16 Click File > Save and name the script: HelloWorld_ICM_Script and click Save. You receive a message indicating there are 0 errors and 1 warning. Click Yes to save the script anyway. Step 17 To easily create the second ICM script, click File > Save As and save a copy of the first script as cutomhelloworld_ICM_Script. Step 18 To edit the newly saved script, click Script > Edit Script. Step 19 You must make one change to the new script. The value for user.microapp.ToExtVXML[] should be identical except for the voice application name. Change it from HelloWorld to customhelloworld as follows: concatenate("application=customhelloworld;",concatenate("callid=",Call.user.media.id)) Step 20 After you save the second script, leave the Script Editor open. You need it again for the Create a Call Type Manager Entry and Associate it with a Call Schedule task. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 134 Chapter 10: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Create a Call Type Manager Entry Routing Script and Call Schedule On the Unified ICM Server, using the Script Editor tool, create routing scripts that handle incoming calls used in this exercise. Step 1 If the Script Editor is minimized, open it; or, to open the editor, from the Unified ICM server main window, select the ICM Administrative Workstation folder icon and select Script Editor. Step 2 Select Script > Call Type Manager to open the Call Type Manager dialog box. Step 3 From the Dialed Number drop-down, select the first dialed number string you created earlier: CVP_RC.8005557777. Step 4 Click Add to display the Add Dialed Number Entry dialog box, and complete the following entries: Step 5 Step 6 a. Calling line ID: All b. Caller-entered digits: All c. Call Type: TestCallsHelloWorld (the call type you created earlier) d. Click OK to complete the entry. Repeat these steps to create a Dialed Number Entry record for the customhelloworld dialed number as follows: a. From the Call Type Manager window, choose CVP_RC.7005557777 from the Dialed Number drop-down and click Add. b. Calling line ID: All c. Caller-entered digits: All d. Call Type: TestCallsCustomHW (the call type you created earlier for customhelloworld) e. Click OK to complete the entry. On the Call Type Manager window, click the Schedules tab and select TestCallsHelloWorld from the Call Type drop-down box. Complete the following steps to create a schedule for the dialed number defined by TestCallsHelloWorld: a. Click Add to display the Add Call Type Schedule window. b. From Scripts, select HelloWorld_ICM_Script. c. On the Period tab, leave the default pattern: Daily, Every Day, All Day. d. Click OK to save the record. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 135 Chapter 10: Comprehensive Call Flow Model Exercise Section E: Configuring Unified Communications Manager Step 7 Repeat the substeps in the previous step to create a schedule for TestCallsCustomHW associated with the script customhelloworld_ICM_Script. Step 8 Click OK on the Call Type Manager window to save the schedules. Step 9 Exit the Script Editor. Section E: Configuring Unified Communications Manager The Cisco Unified Communications Manager interfaces with Unified CVP and the voice gateway to provide support for VoIP calls. In the comprehensive exercise, POTS calls are converted to VoIP calls and sent to Unified CM which forwards the calls to Unified CVP. Therefore all calls for this exercise go through Unified CM. For a discussion of the configuration needed for Unified CM and for the actual tasks used to created the needed trunks and route patterns, refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 27). Complete the Main Exercise Place calls into the system using the two configured numbers. Because the POTS calls are converted to VoIP and sent to ICM, the numbers for POTS originated and VoIP originated calls are the same. Place the following calls: 1. To access HelloWorld: 8005557777 You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML server. 2. To access customhelloworld: 7005557777 You should hear either the text message you configured in the customhelloworld Call Studio script, or the holdmusic.wav file, if you configured the alternative version of the voice application that does not use a TTS server. Note: If you do not hear the expected response, refer to Troubleshooting the Comprehensive Call Flow Exercise (page 166). Begin with the sub-section Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise (page 167). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 136 Chapter 10: Comprehensive Call Flow Model Exercise Add Call Transfer to the Exercise Add Call Transfer to the Exercise In this extension to the comprehensive call flow model exercise, after the customhelloworld message plays, the call is transferred to a specific extension on your VoIP test network. Prerequisites: • Set up a VoIP network that is reachable by the lab machines. • Define the static route for the call transfer. Refer to Identify and Configure the Call Server in the Operations Console (page 98). In the following steps, modify the customhelloworld ICM call script to include a transfer to a specific phone after the message is played. Modify the customhelloworld ICM Script to Transfer the Call To transfer the call, complete the following steps: Step 1 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry to open the ICM script editor. Step 2 Click File > Open > customhelloworld_ICM_script to open your previously developed ICM script that targets the customhelloworld voice application. Step 3 Click View > Palette to display the work space palette. Step 4 Click the Edit Script icon to enable edit mode (or select Script > Edit Script). Step 5 From the Script Editor Pallette, click the Targets tab and drag the Label object onto the work area. Figure 74: ICM Script - Add Call Transfer Label Step 6 Left click and drag the connection arrow from the Run Ext. Script element away from the End element and release to remove the connection (or, select the connection and press Delete). Step 7 Right click the Label element and click Properties. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 137 Chapter 10: Comprehensive Call Flow Model Exercise Add Call Transfer to the Exercise Step 8 Complete the following substeps to configure the Label element: a. On the Label tab, for Label Expression, enter the phone extension you want this call transferred to (in this example 4001). b. Select Enable target requery to enable the ICM script to use the label. c. Click OK to save the label configuration. Figure 75: ICM Script Editor - Configure Label Step 9 Position the Label element and the End element as shown in the following example. a. Click the Check Mark exit on Run Ext. Script and create a connection to the Label element. b. Click the Label element X and create a connection to the End element as shown. Figure 76: ICM Script Editor- Transfer Call Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 138 Chapter 10: Comprehensive Call Flow Model Exercise Add the Reporting Elements to the Exercise Step 10 Click File > Save to save and deploy the modified call script. Note: You receive a warning when the editor validates the script because the failure exit on Run Ext. Script does not have an identified path. This exercise does not provide a specific option for a call failure. It uses only the built-in error messages. Step 11 From one VoIP phone in your lab testing setup, call the customhelloworld DN (7005557777 in this exercise) and also monitor the transfer phone. You should hear the customhelloworld message and then the call should connect to the transfer phone. Add the Reporting Elements to the Exercise To add Unified CVP built-in reporting using an Informix database, refer to VXML Server with Reporting (page 71). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 139 Chapter 10: Comprehensive Call Flow Model Exercise Add the Reporting Elements to the Exercise Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 140 Chapter 11 Expand the Initial Exercises Use this chapter to experiment with additional Unified CVP capabilities. You can add these features to the standalone exercises or the comprehensive exercise. This chapter contains the following topics: • Use the VXML Server as a Media Server for Your Custom Media Files, page 141 • Process User Input, page 144 Use the VXML Server as a Media Server for Your Custom Media Files This topic explains how to easily set up the Unified CVP VXML server as a media server and how to create media files with the proper characteristics to work with the VXML server. The topics cover the following requirements: • Modify the directory structure of the VXML server to support media files. • Create a media file with properties that the VXML server can use. • Modify the Call Studio script, or the Unified ICM script to use the new "media" server. Modify the Server Directory Structure to Work as a Media Server As part of the prerequisites for these exercises, you installed the Unified CVP software on the all-in-one-box server. During the installation process, one option you could have checked was System Media Files on the Select Packages window. Refer to Install Components (page 36). This selection creates two sub-folders on the Unified CVP server as follows: • C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 141 Chapter 11: Expand the Initial Exercises Use the VXML Server as a Media Server for Your Custom Media Files • C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys The System Media Files selection also places about 400 .wav files in those two directories; you can use the media files for developing voice applications. The VXML server you identify using the Operations Console can be used as a media server to access and play these files as part of a custom voice application script. The following task manually creates the app folder which you will use to hold a custom media file. The remaining tasks in this exercise provide instructions for creating a custom media file and accessing it with a modified customhelloworld script. Step 1 If you did not select System Media Files during your installation, in the all-in-one-box server, go to the following folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps Step 2 Create the following standard subfolder: en-us Step 3 Under that folder, create the folder: app You should now have the path: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app Step 4 The VXML server can access any media files you place in this folder. Note: Although the en-us folder is "U.S. English", it is a standard folder that the server recognizes. You could place any media files in it, as long as the media files conform to a codex supported by the VXML server as covered in Create a Media File with Proper Codex Properties (page 142). Create a Media File with Proper Codex Properties After creating the required folder for the VXML server (the previous task), you need to create the actual custom media file using a codex that the VXML server supports. One way to create the media file is to use Windows Sound Recorder as explained in the following steps: Step 1 On a PC that has a microphone installed, choose Start > Programs > Accessories > Entertainment > Sound Recorder. Step 2 Click the Pause icon to deselect pause and start the recording process. Step 3 Once you have recorded your message, click the Stop icon to complete the recording. Step 4 Click File >Save As and navigate to the folder where you want to store this media file. Step 5 For Filename, enter an identifying name for this media clip. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 142 Chapter 11: Expand the Initial Exercises Use the VXML Server as a Media Server for Your Custom Media Files Step 6 For Save as Type, leave the default Sounds (".wav). Step 7 Click Change. The Sound Selection window displays. Step 8 For Format, from the drop-down, scroll up and select: CCITT u-Law. Step 9 For Attributes, select the default: 8.00 kHz, 8 Bit, Mono, 7kb/sec Step 10 Click OK to accept the format, then Save to save the audio file. Step 11 Copy/transfer the newly created media file to the all-in-one-box server to the folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app Modify the Application Script to Support the Media Files Complete the following steps to use the media file you just created: Step 1 Access the all-in-one-box server using a program such as VNC Viewer. Step 2 Open the Call Studio application and open the customhelloworld voice application you created earlier. Step 3 Select the Audio_01 element and click the Audio tab. Step 4 Open the Audio Groups tree to access audio item 1. Step 5 Deselect Use Default Audio Path if it is selected. Step 6 In the URI box enter: http://<your IP for the all-in-one-box server>:7000/en-us/<your_audiofile.wav> using forward slashes. Example: http://10.86.132.141:7000/en-us/myfile.wav Note: Call Studio expects the previous portion of the path to be C:\Cisco\CVP\VXMLServer\Tomcat\webapps. Step 7 Save the modified application. No error messages should display. Step 8 Right click customhelloworld in the Navigator tree and select Deploy. Step 9 In the Folder box enter: C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice application. Step 10 Open My Computer and navigate to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin and double-click updateApp.bat to update the voice application on the VXML server. Press any key to close the command window. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 143 Chapter 11: Expand the Initial Exercises Process User Input Step 11 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise, 7005551234 for the standalone exercises. Process User Input Prerequisites: complete the custom media file exercise. Refer to Use the VXML Server as a Media Server for Your Custom Media Files (page 141). The following exercise asks a user to press either 1 or 2, then processes the response (including any error input) and responds with one of several custom media files you create. The exercise requires you to create the following custom media files to prompt or respond to the user: • ChoicesChoices.wav - Tells the user to press either "1" or "2". • YouPressedOne.wav - Confirms the user choice was "1". • TwoIsBetter.wav - Confirms the user choice was "2". • JustDontGetIt.wav - Indicates that the user pressed something other than "1" or "2". • holdmusic.wav - This is a preexisting file. Use it to indicate that the user did not press anything, even after a second prompt. To create the custom media files, refer to the topics in Use the VXML Server as a Media Server for Your Custom Media Files (page 141). Place the files in C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app. Note: For the file holdmusic.wav, just copy it from C:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app. After you create and add the preceding files, complete the steps in the next task to modify the customhelloworld script to prompt the user, accept the user input, and play the proper choice media file. Modify customhelloworld for User Input In this exercise you modify the customhelloworld voice application to accept a user input (a number) and provide audio feedback based on the number key the user pressed. The following task assumes you completed the tasks in Use the VXML Server as a Media Server for Your Custom Media Files (page 141). Step 1 Access the all-in-one-box server using a program such as VNC Viewer. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 144 Chapter 11: Expand the Initial Exercises Process User Input Step 2 Open the Call Studio application and open the customhelloworld voice application you modified in Use the VXML Server as a Media Server for Your Custom Media Files (page 141). Step 3 Select the Audio_01 element, click it and rename the element to choices. Step 4 Again, select the Audio_01 element and click the Audio tab and expand the Audio Groups tree to access audio item 1. Step 5 Use Default Audio Path should be deselected. Step 6 In the URI box enter: http://<your IP for the all-in-one-box server>:7000/en-us/app/ChoicesChoices.wav using forward slashes. Example: http://10.86.132.141:7000/en-us/app/ChoicesChoices.wav Step 7 Select the link between the choices element and the CVP Subdialog Return_01 element and delete it. Step 8 Move the CVP Subdialog Return_01 element to the bottom left of the work area. Step 9 Right click the choices element and click Copy. Step 10 Make four copies of the choices element and line them up just above the CVP Subdialog Return_01 element. Step 11 Rename the four elements as follows: Elements: • DontGetIt • U_Pressed_1 • U_Pressed_2 • HoldOn Step 12 For each of the four audio elements, select its Audio tab, expand the Audio Groups tree, Deselect Use Default Audio Path, then replace ChoicesChoices.wav in the URI to reflect the custom media file each element represents, as follows: Replace: • DontGetIt - Replace with JustDontGetIt.wav • U_Pressed_1 - Replace with YouPressedOne.wav • U_Pressed_2 - Replace with TwoIsBetter.wav • HoldOn - Replace with holdmusic.wav Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 145 Chapter 11: Expand the Initial Exercises Process User Input Step 13 In the Elements tree, expand the Number Capture folder and drag Digits onto the work space. Position it just below the choices element. Step 14 With Digits selected, click the Settings tab and enter the following settings: Settings: • DigitsMaxNoInput - 1 • DigitsMaxNoMatch - 1 • Min Digits - 1 • Max Digits - 1 • Use the defaults for all other settings. Note: Select a setting and hold the mouse over it to view a description of that setting. Step 15 Select the choices element, click its Audio tab, expand the tree and copy the value of the URI field. Step 16 Digits_01 also has an audio item 1 setting. Click its Audio tab, expand the tree and, in its URI box, paste the URI definition from choices. This configuration allows the application to replay the ChoicesChoices.wav file if the user does not provide input in the time frame indicated in Digits_01. Step 17 From the Elements tree, drag a Decision element onto the work space and position it below the Digits_01 element. Step 18 With the Decision element selected, click Use Decision Editor. Step 19 Use the following substeps to create the decisions shown in the following sample screen: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 146 Chapter 11: Expand the Initial Exercises Process User Input Figure 77: Call Studio - Create Decision States a. For First Argument the Decision element accepts an input from Digits_01 and places it in Value. Select the following items from their drop-down menus: • Argument Type - Element Data • Element Name - Digits_01 • Variable Name - Value b. For Operator select equal (numeric). c. For Second Argument indicate the expected value as follows: • Argument Type - Constant Number • Constant Number - 1 d. In the Exit State box (upper right corner), type U Pressed 1 to create a name for this newly defined expression. e. Click OK to save the expression. Step 20 Right click a blank area in the Expression portion of the window and select Add New Exit State. Step 21 Follow the preceding substeps to create a second expression. In this expression the value of Constant Number is 2 and the name you give the Exit State is U Pressed 2. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 147 Chapter 11: Expand the Initial Exercises Process User Input Step 22 For the error exit state, select Otherwise Return Exit State and type in DontGetIt to identify the DontGetIt audio element. Step 23 Arrange all the elements as shown in the following example. You will make the connections in the next step. Figure 78: Call Studio - Logic for Getting User Input Step 24 Step 25 To connect the elements, complete the following substeps: a. Right click choices, select Exit States > Done and click Digits_01. b. For Digits_01 there are three exit states. Connect Done to Decision_01, max_nomatch to DontGetIt, and max_noinput to HoldOn. c. Decision_01 also has three exit states. Connect DontGetIt to the DontGetIt audio element; connect U Pressed 1 to the U_Pressed_1 audio element; connect U Pressed 2 to the U_Pressed_2 audio element. d. Complete the logic by connecting the Done exits from each audio element to the CVP Subdialog Return_01 element. e. Check that your connection patterns are the same as the ones in the preceding example. Right click customhelloworld in the Navigator tree and select Validate. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 148 Chapter 11: Expand the Initial Exercises Process User Input Validation successful displays in the status bar at the bottom of the Builder window. Or, if there is a validation issue, it displays in the Call Studio Problems window/tab below the work area. Step 26 Save the modified application. No error messages should display. Step 27 Right click customhelloworld in the Navigator tree and select Deploy. Step 28 In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice application. Step 29 Open My Computer and navigate to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin and double-click updateApp.bat to update the voice application on the VXML server. Press any key to close the command window. Step 30 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise, 7005551234 for the standalone exercises. The results of user input should be the following: • User presses 1; user hears YouPressedOne.wav. • User presses 2; user hears TwoIsBetter.wav. • User presses any other digit; user hears DontGetIt.wav. • User does not press a digit; user hears ChoicesChoices.wav and then holdmusic.wav. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 149 Chapter 11: Expand the Initial Exercises Process User Input Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 150 Chapter 12 Troubleshooting Tips and Techniques This section provides common troubleshooting tips and techniques you can use to troubleshoot the getting started exercises and your own Unified CVP projects. This chapter contains the following topics: • • • • • • • • General Troubleshooting Notes, page 151 Voice Gateway Troubleshooting Issues and Tips, page 154 VXML Server Troubleshooting Issues and Tips, page 160 Call Server Troubleshooting Issues and Tips, page 163 Reporting Server Troubleshooting Issues and Tips, page 163 Call Studio (customhelloworld) Troubleshooting Issues and Tips, page 164 Troubleshooting the Comprehensive Call Flow Exercise, page 166 Using Unified ICM Script Monitoring to Track Call Progress, page 171 General Troubleshooting Notes This section summaries general troubleshooting tips. It references other sections of the troubleshooting chapter for specific procedures. Note: The following section applies to both standalone and comprehensive exercises. Common Audio Responses, Error Messages, and Issues with Solutions The following table summaries the most common audio error messages you may receive when running the exercises in this guide. It provides causes for the messages and may direct you to one or more related troubleshooting procedures. Message or Issue Synopsis Common Causes and Troubleshooting References Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 151 Chapter 12: Troubleshooting Tips and Techniques General Troubleshooting Notes You place a test call and immediately receive Check the following: a busy signal. • Try pinging or Telnet to the voice gateway to be sure it is up. • Use dir to examine the files on the gateway and be sure you transferred: – CVPSelfService.tcl Refer to Transfer Bootstrap and .WAV Files to the Gateway (page 47). • A busy signal is the response on a POTS phone if you dial a number that is not configured in the exercise. Be sure you dialed the number that is configured in the gateway's dial-peer for this exercise. Call immediately hangs up with no voice messages or any other indication of the problem; or rings once and hangs up. Check the following: • Access the voice gateway and, using the dir command, be sure you transferred CVPSelfServiceBootstrap.vxml from the Unified CVP server to the gateway. • If you did not copy critical_error.wav to the gateway and there is a critical error, such as the VXML server being down; the gateway will immediately end the call. Copy critical_error.wav to the gateway. Refer to Transfer Bootstrap and .WAV Files to the Gateway (page 47). Try the call again. If you then receive the critical error message, examine the critical error entry in this table for more suggestions. You hear holdmusic.wav, or, you should hear If you set up the alternate response version of the customhelloworld voice holdmusic.wav and you hear a TTS response. application (which was the holdmusic.wav file), this is the proper response to the customhelloworld exercise. If you modified customhelloworld to use the .wav file but it still plays the TTS voice message you configured: • If you modified the customhelloworld exercise to its non-TTS version, be sure you used updateApp.bat to force the VXML server to load the new version of the application. (You can also restart the VXML server to accomplish this.) • Double-check the URI information you entered for customhelloworld in Call Studio. Refer to Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 68). Your call cannot be completed as dialed. Check the following: Please consult your directory and call again, • You may have dialed the wrong number. Be sure you dialed the number or ask your operator for assistance. you configured for the exercise. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 152 Chapter 12: Troubleshooting Tips and Techniques General Troubleshooting Notes • Using sh run examine the voice gateway running configuration file. Be sure there is a dial-peer defined for the number you called. • For VoIP calls, be sure you have created the proper route pattern in Communications Manager for the dial number you used. Refer to Define the Route Patterns (page 32). critical_error.wav: I'm sorry we are Check the following: currently experiencing system problems and are unable to process your call. Please try • If the error occurred when you dialed the number for HelloWorld, examine the voice gateway application definition for HelloWorld and again later. ensure that the IP address you used when you edited the file is correct for the VXML server. • If the error occurred when you dialed the number for customhelloworld, examine the voice gateway application definition for customhelloworld and ensure that the IP address you used when you edited the file is correct for the VXML server. • If the error occurred when you called the number for customhelloworld, be sure the customhelloworld voice application exists and has been deployed to the VXML server. Refer to Deploy the Custom Application on the VXML Server (page 66). To determine which applications are deployed to the VXML server browse to C:\Cisco\CVP\VXMLServer\admin and run status.bat. • Is the VXML server running? Using the Operations Console, select System > Control Center and check the status of the VXML server. If it is Not Reachable, try to select the server and Start the server. Note: Select a Refresh option and click Go (located above the table beside the Refresh selection) to refresh the table display. • Check the Unified CVP server status from the physical server that hosts it. If the CVP server is down, the VXML server is also down. • Try restarting the Unified CVP server, then recheck the VXML status in the Operations Console (System > Control Center) to see it the VXML server is now Up. I'm sorry, we are experiencing difficulties. Please call back at a later time. Check the following: • From the Operations Console select System > Control Center and verify that the VXML server status is Up. If it is not up, try starting it from the Operations Console. • For the TTS version of the customhelloworld exercise, be sure the TTS server is running. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 153 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips • For additional customhelloworld exercise troubleshooting, refer to Call Studio (customhelloworld) Troubleshooting Issues and Tips (page 164). We are currently experiencing heavy call Things to consider: volume. Please hold, your call will be answered in the order it was received....please • You may have tried to make calls immediately after you restarted the Unified CVP server. This could cause calls to "back up" because they continue to hold. are not ending properly. We are currently experiencing heavy call To check for backed up calls on the Unified CVP server open the File volume. Please try your call again later. Manager and navigate to: C\Cisco\CVP\VXMLServer\admin and run status.bat. If the status window shows "Active Callers" it means that calls are not being completed. The test license for the all-in-one-box allows a maximum of 30 callers, therefore, if calls are not being completed, you could receive the heavy call volume message. You would also notice that 30 ports are allowed and but zero ports are available. • Restart the VXML server to clear the calls (from the Operations Console choose System > Control Center and restart). Then try your call again. Be sure to give the server time to come up. I'm sorry, there was a problem with this application. Please call back later. Things to consider: • Be sure the application name is spelled properly in the gateway configuration, including upper/lower case. Examples: HelloWorld and customhelloworld Voice Gateway Troubleshooting Issues and Tips The following topics provide troubleshooting help and management tips for the voice gateway shown in the flow charts for the getting started exercises. Refer to Call Flow Model Exercises Used in this Guide (page 10). Verify that the Voice Gateway is Added to the Operations Console and is "Reachable" You added the voice gateway to the Operations Console in Add the Voice Gateway to the Operations Console (page 45). Verify that the gateway is defined to the console and is reachable by using the following procedure: 1. Using VNC Viewer or a similar program, access the Unified CVP server or virtual machine and, to start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 2. Log into the Operations Console using the password you established during the Unified CVP installation process. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 154 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips 3. From the Operations Console menu, choose Device Management > Gateway. A list displays of all the gateways you have defined. Each gateway status should be Configured. 4. Using the radio button to the left of the gateway name, select the gateway you are using for these exercises and click Edit. 5. Select IOS Commands > Show Version. After a few seconds, the version information that the Operations Console retrieved from the gateway displays. 6. If you do not receive the version information, be sure the gateway is properly defined to the Operations Console; choose Device Management > Gateway > select the gateway > Edit. Refer to Add the Voice Gateway to the Operations Console (page 45) for additional information about defining the gateway. Be sure that the console has the proper username and password for the gateway; otherwise, it cannot access the gateway. Gateway Command Line - Commands Useful for the Exercises The following table lists gateway command line commands that are useful for these exercises. Command Name Description en Enter enable mode. You must be in this mode to perform most operations except viewing logs. You must furnish the gateway enable password. ? Displays help. ctrl-z If you are listing a configuration file on the gateway, stops the listing so you can enter a new command. sh run Shows the running configuration. When the gateway displays the configuration, it will display more after a screen full of data. Press Enter to show one more line; press the Spacebar to show one more "page." sh startup Shows the startup configuration. sh version Shows hardware and software version information, memory information and more. sh log Displays the current log file. clear logging buffer Clears all logging information (such as debug information) from the log file. config t Enters terminal configuration mode. In this mode you can enter changes to the running configuration. Configuration mode is described in the section Using Terminal Configuration Mode to Alter the Running Configuration (page 158). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 155 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips Use Ctrl-z to leave terminal configuration mode. copy run <filename> Copies the running configuration to the filename you specify. The file will be created in the gateway root directory. Press Enter at the initial confirmation. Then type y and press Enter to complete the copy command. copy startup <filename> Copies the startup configuration to the filename you specify. The file will be created in the gateway root directory. Press Enter at the initial confirmation. Then type y and press Enter to complete the copy command. copy running-config startup-config Overwrites the current startup configuration file with the current running configuration. copy <mysavedconfig> startup Copies a previously saved configuration file back to the startup configuration. If you have saved a copy of the startup config file before you started working on these exercises, this command could be used to restore the startup configuration to its original values so you can perform the exercises again or perform a variation of the exercises. You will also need to use the reload command to transfer the restored startup configuration to the running configuration. dir Displays the list of files in the root directory (assuming you have not changed directories). Can use * as a wildcard, example: dir *.tcl displays all the files with the .tcl extension. del <somefilename> Deletes a filename such as a configuration file you previously saved. The system will provide two confirmations. For the first, just examine the filename and path and be sure it is correct, then press Enter. If you try to confirm the first message with a y, the system tries to delete a file named y. Confirm the second prompt with y. more <somefilename> Display the contents of the file. If the file has more lines than display on one screen, press Enter to display an additional line; press Spacebar to display an additional screenful of lines. debug There are a large number of debug commands. These commands put additional information into the gateway log files. To show the first level of debug command, in enable mode, enter: debug ? To see additional layers, enter an expanded command followed by the "?" such as: debug voip ? Some helpful commands for troubleshooting these exercises are: • debug voip dialpeer default - default debugging for dial peers • debug voip app vxml inout - VXML subsystem entry/exit messages Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 156 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips no debug On the command line, enter the debug command, preceded by "no" to turn that specific debug command off. Example: no debug voip dialpeer default Voice Gateway Debug Commands and Log Files This section provides information about using and interpreting the voice gateway debug commands. Note: The following commands are entered on the gateway command line through a Telnet session, unless you are directly connected to the gateway. Description of Command or Issue Command to Use or Suggestion Regarding Issue Turn off all debug logging. no debug all Clear the gateways' debug logs so that you will have only clear log fresh information related to a call issue. Add back specific logging. Commands to add back specific logging: • Default debugging for all dial peers • debug voip dialpeer default • VXML subsystem entry/exit messages • debug voip app vxml inout • SIP debugging • debug ccsip all Example Log message received: Check the application definition in the gateway **CVP**85C28020C56C11DD800ED5D4E76F3954**helloworld**ERROR: configuration. Be sure the name of the application is entered 10.86.132.141, CVP VXML Server emergency exactly as the application is actually spelled. error occurred such as an invalid For example: HelloWorld, and customhelloworld application. Call is dropped. You receive a URL in the log file. Try copying the URL information and pasting it into your browser. The browser should display additional information. View, Copy, Print the Voice Gateway Configuration File You can use the following procedure to access the gateway configuration file to verify that the modified file you created properly supports the getting started exercises. You added the voice gateway to the Operations Console in Add the Voice Gateway to the Operations Console (page 45). Access either the startup-config or the running-config file from the Operations Console as follows: Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 157 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips 1. Using VNC Viewer or a similar program, access the Unified CVP server or virtual machine and, to start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 2. Log into the Operations Console using the password you established during the Unified CVP installation process. 3. From the Operations Console menu, choose Device Management > Gateway. A list displays of all the gateways you have defined. Each gateway status should be Configured. 4. Using the radio button to the left of the gateway name, select the gateway you are using for these exercises and click Edit (or just click the name of the gateway). 5. Select IOS Commands > Show running-config (or Show Startup-config). After a few seconds the gateway configuration file displays. 6. You can now examine the file, or copy the file using a mouse or standard Windows select and copy operations, then paste the file into Notepad for further examination or printing. Gateway Configuration File The following are general notes about the contents of the gateway configuration file: • For the most part, all items in the configuration file are case insensitive. However, when defining a voice application to the gateway, the value for the parameter CVPSelfService-app must be given exactly as the application is stored on the Unified CVP server. For example: param CVPSelfService-app HelloWorld (upper and lower case) is used because that application is stored on the server using upper and lower case letters. • If you change the service definition (within the gateway configuration file) for a given application, you must reload that service on the gateway for the changes to be effective. For example, if you changed the service definition for customhelloworld, you need to enter (on the command line): call app voice load customhelloworld Note: If you change the actual definition of the application (using Call Studio), it is not necessary to reload the application definition on the gateway; that definition has not changed and is not affected by the application changes made in Call Studio. Using Terminal Configuration Mode to Alter the Running Configuration Entering config t on the command line, causes the gateway to enter Terminal Configuration mode. In this mode you can add, delete, and change lines in the running configuration. Gateway Configuration "Submodes" Many sections of the gateway configuration contain similar "subsections." For example, in the application section of the gateway configuration, you have the definitions for several applications. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 158 Chapter 12: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips To change a specific line of an application definition using config t mode, first you would need to enter the sub-modes needed to identify the exact line you want to change. For example, suppose you dumped the contents of the change file for the getting started exercises into the configuration file and then used sh run to examine the new configuration results. In the application section, you saw the following definition for HelloWorld and realized that the IP address should have been "141" not "142." application service helloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer 10.86.132.142 paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld You need to enter the following commands to change just that line of the gateway configuration: 1. config t Enter configuration terminal mode from enable mode. 2. application Switch to the "application" sub-mode. The system appends "-app" to the prompt. Example: ccub-doc-gw4 <config-app># 3. service helloworld There are several "application" definitions; you enter a deeper sub-mode that deals only with the definition for HelloWorld. The prompt changes to: ccub-doc-gw4 <config-app-param># and you can now add the actual parameter information. 4. param CVPPrimaryVXMLServer 10.86.132.141 Enter the new configuration line and the system will overwrite the previous line. 5. <Ctrl-z> Leave configuration mode. 6. sh run Examine the revised running configuration and be sure the definition for the HelloWorld application is now correct. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 159 Chapter 12: Troubleshooting Tips and Techniques VXML Server Troubleshooting Issues and Tips VXML Server Troubleshooting Issues and Tips The following topics provide general troubleshooting procedures for the VXML server as well as tips for specific issues. Check the Status and/or Restart the VXML Server You can check the status of the VXML server (either UP or Not Reachable), and you can shut down and restart the server, from the Operations Console as follows: 1. Using VNC Viewer or a similar program, access the console of the Unified CVP server or virtual machine. 2. To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 3. Log into the Operations Console using the password you established during the Unified CVP installation process. 4. From the Operations Console menu, choose System > Control Center. 5. Check the status of the VXML server. It should be Up. 6. Depending on the issue you are trying to remedy, you may need to start the server, or shut down and restart the server. Select the server using the radio buttons at the left edge of the "Network Map" and click Start or Shutdown. 7. A status message indicates that the command has been sent to the server. Wait at least one minute, then reselect System > Control Center from the menu and recheck the server status. 8. Apply another operation (Start or Shutdown) as needed. Restart the VXML Server Using Windows Services Management The VXML server is actually a service running on the Unified CVP server. You can restart the VXML server by restarting the VXML service from Windows Services management on the Unified CVP server as follows: 1. To access Windows Services management, select My Computer (rt click) > Manage > Services and Applications > Services. 2. Select Cisco CVP VXML Server. The service description displays to the left of the entry. 3. Within the description, click Restart. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 160 Chapter 12: Troubleshooting Tips and Techniques VXML Server Troubleshooting Issues and Tips Note: • This method will restart the service more quickly than restarting it through the Operations Console using System > Control Center. • If you are unable to restart the VXML Server refer to VXML Server Not Reachable and You Cannot Restart it (page 161). VXML Server Not Reachable and You Cannot Restart it If you check the status of the VXML server from the Operations Console and its status is Not Reachable, try the following: • If you have not already tried them, try the methods to restart the server from within the Operations Console and from Windows Services Management as explained in Check the Status and/or Restart the VXML Server (page 160) and Restart the VXML Server Using Windows Services Management (page 160). • Reboot the all-in-one server, then recheck the VXML server status in the Operations Console. It must be Up to successfully perform the exercises. Access the VXML Server Administrative Batch Files The VXML Server administrative batch files provide control over the voice applications deployed to the VXML server and provide status information about the deployed applications. To access the batch files: 1. Open a file browser within the all-in-one-box server. 2. Browse to the location of the application you need to administer, as follows: – C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin – C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin The following table describes each batch file. Batch File Name Batch File Use deployApp.bat Deploys your custom application to the VXML server. Note: Be sure to use deployApp.bat not deployApp.sh. releaseApp.bat Suspends the application. After all calls are handled, removes the application from server memory. resumeApp.bat Restarts a suspended application. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 161 Chapter 12: Troubleshooting Tips and Techniques VXML Server Troubleshooting Issues and Tips suspendApp.bat Plays "application suspended" message for new calls; continues to handle older, active calls. updateApp.bat Updates a deployed application with changes made to it in Call Studio, then redeploys the application. status.bat Provides running and current call handling status for the application, as follows: • Running status • Active callers requesting this application • Number of sessions waiting to end Access, Read, and Clear the VXML Server Log Files To access, read, and clear the VXML Server log files: 1. Open a file browser within the all-in-one-box server. 2. Browse to the location of the application you need to examine, as follows: – C:\Cisco\CVP\VXMLServer\applications\HelloWorld\logs – C:\Cisco\CVP\VXMLServer\applications\customhelloworld\logs The following table describes the log files in each log folder. Log Folder Name Log File Use ActivityLog Provides start and exit information for each element in the voice application for each call flow. AdminLog Provides a log of administrative operations such as start server, deploy an application, update an application, and so on. CVPDatafeedLog Indicates that data has been sent to the reporting server. CVPSNMPLog SNMP events for levels 1 through 5 for this application. ErrorLog Provides error information for each call. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 162 Chapter 12: Troubleshooting Tips and Techniques Call Server Troubleshooting Issues and Tips Call Server Troubleshooting Issues and Tips The earlier section Common Audio Responses, Error Messages, and Issues with Solutions (page 151) contains error indications that include problems with the call server. The following information supplements that section. Call server status is partial: • An immediate busy signal usually indicates an issue with the gateway or a call server that is down. • This is normal status for the standalone applications because the call server is not connected to Unified ICM. • In the comprehensive exercise, a status of partial usually indicates a problem with the configuration of the PG connecting Unified CVP to Unified ICM. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 170). Note: You do not need a license file for the test implementation of the call server. However, the test implementation is limited to thirty simultaneous calls. This means that, if, for some reason, calls are not being completed and are stuck in the system, additional calls (over 30) will not go through and will be logged as errors. Reporting Server Troubleshooting Issues and Tips The following table provides troubleshooting information for the Reporting server: Issue or Tip Details Status of the reporting server Check the status of the reporting server from the Operations Console. Choose System > Control Center Check for call events being sent to the From the Operations Console menu, choose Device Management > Reporting reporting server. Server > click the reporting server link. On the Edit Reporting Server Configuration window, click Statistics. You should see events received and you should see Database Writes. If you see events, but do not see database writes, be sure you followed the following prerequisite: The CVP VXML Standalone Server with Reporting exercise uses the Reporting Package, one of the Unified CVP installation selections. This package requires the hostname or Windows hostname for the Unified CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the server hostname is DOCCVP801. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 163 Chapter 12: Troubleshooting Tips and Techniques Call Studio (customhelloworld) Troubleshooting Issues and Tips If the hostname does meet these requirements, the exercises do work properly, and do generate call reporting events. However, no data is written to the Informix database. Call Studio (customhelloworld) Troubleshooting Issues and Tips The following table includes common problems encountered in Call Studio when creating the customhelloworld voice application. Call Studio Issue Possible Resolutions and Troubleshooting References You attempt to validate the customhelloworld application and receive the message: customhelloworld: Validation failed. Please see Call Studio Problems view for details. Examine the Call Studio Problems tab at the bottom of the Builder window. You see the message: The value of the setting "Caller Input" cannot be left blank or contain the following characters: <, >, ", ', and &. Scroll the Call Studio Problems tab to the left and you will see the project name and the element Location that contains the problem. Click the element referred to in the error message (in this case: CVP Subdialog Return_01). Note that Caller Input is blank. Enter yes in the Value column for Caller Input to indicate that you do want the application to return a value when the application receives a call. To see an example of the error and its resolution, refer to Subdialog Return - Caller Input Error (page 166). You are trying to deploy the voice application on You need to use deployApp.bat, not deployApp.sh. the VXML server. If you see the message: Windows cannot open this file: deployApp.sh. Use the Web service to find the appropriate program. You are trying to deploy the voice application on the VXML server and see a message indicating: the application is loaded and is running however errors were encountered while initializing the application. The error message continues: This could happen if loggers encountered errors on initialization which prevented them from being activated. It could also happen if start of application class(es) that were configured not to cancel the deploy/update encountered errors while executing. See the application error log or the global error log for descriptions of the error(s) encountered. Ignore this message for these exercises. You attempt to deploy the customhelloworld From Call Studio, examine the following: application from within Call Studio and receive the message: Validation Failed. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 164 Chapter 12: Troubleshooting Tips and Techniques Call Studio (customhelloworld) Troubleshooting Issues and Tips • Call Studio Problems tab, displayed below the design window, provides configuration error information. • Use Default Audio Path must be deselected so that the application provides the defined path, and not the default path, when you implement the non-TTS version of the exercise. You complete the customhelloworld exercise and Complete the following actions to help isolate the problem: call its DN and receive the message: • Assuming you previously performed Exercise #1 successfully, try I'm sorry, we are experiencing difficulties. Please placing the HelloWorld call. call back a later time. Note: If the HelloWorld call goes through, the voice gateway, VXML server, and Unified Communications Manager are all working and the issue is with some aspect that is unique to the customhelloworld implementation. • On the Unified CVP server, from C:\Cisco\CVP\VXMLServer\admin, run status.bat to verify that customhelloworld is running on the VXML server. You can also see if there are active callers or sessions waiting for the customhelloworld application. • If you are performing the TTS version of this exercise, be sure that you put text into the TTX box. • If you created customhelloworld to play a text message, the TTS server is a unique link in the customhelloworld exercise. (In the prior exercise, the HelloWorld application does not require a TTS server.) Access the TTS server and verify that its status is Up. • If you are performing the non-TTS version of the exercise, be sure the link to the audio file is typed correctly in the URI box and the name of the .wav file is spelled correctly. • Be sure the wave file you are trying to access (non-TTS version of the customhelloworld exercise) has been copied to: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. • Access the voice gateway configuration file and verify that it properly points to the TTS server. Refer to View, Copy, Print the Voice Gateway Configuration File (page 157) and to Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises (page 49). You call the customhelloworld DN and instead You left the original TTS response typed into the TTS box of the audio of the expected holdmusic.wav response, you element (as suggested). The application first attempts to locate and hear the TTS response you created earlier. play the designated audio file. When it cannot do so, it attempts the text response. Because it is playing the text response, you know that customhelloworld is working. However, the URI you entered is probably incorrect. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 165 Chapter 12: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise Subdialog Return - Caller Input Error The Subdialog Return element requires a yes or no value for its Call Input parameter. In the following screen example, the user first left the Caller Input value blank. When the user tried to validate the application, the user received error shown in Call Studio Problems. The screen shot shows the user then typed in yes to fulfill the requirement. When the user tries to validate the application again, the error will no longer be displayed. Figure 79: Call Studio - CVP Subdialog Return Element - Caller Input Error Troubleshooting the Comprehensive Call Flow Exercise Much of the following troubleshooting information is specific to the comprehensive exercise. Use this information in conjunction with the previous troubleshooting topics. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 166 Chapter 12: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise For the comprehensive exercise, there are a number of servers and services that must be Up. It is possible that one or more of these elements was turned off or not enabled during the configuration process. You can verify the condition of these elements using the following checks. If the elements are not up, the following instructions also explain how to turn the elements on. and present likely causes for elements that have not ready conditions. • ICM Services - Log into the Unified ICM server and double click the ICM Service Control icon. Some of these services are shut down during configuration. If necessary, select any of the following services that are Stopped and click Start. – Cisco ICM icm Distributer – Cisco ICM icm LoggerA – Cisco ICM icm RouterA Note: In the previous service names, icm refers to the Unified ICM instance you are using for this exercise. • CVP Servers - Log into the all-in-one-box server and open the Operations Console. Select System > Control Center. – The call server should be Up. If it is Down, or if its status is Partial: Examine the Hostname and IP address; if this information is correct, select the server and click Start. Then select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. If the hostname is incorrect, click the server link and make the change, then click Save & Deploy. If the IP address is incorrect or if you need to select services to activate (ICM, IVR, and SIP should be selected), you must delete this definition and add a correct one. Refer to Identify and Configure the Call Server In the Operations Console (page 98). Note: • If you deploy a new server definition with a new hostname for the call server, you must select the VXML server definition, select the new call server for the Primary Call Server and select Save & Redeploy to save and redeploy the VXML server. • If the status of the call server is Partial, check the status of the Peripheral Gateway, as described in the next main bullet: Peripheral Gateway on the Unified CVP Server. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 167 Chapter 12: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise – The VXML Server status should be Up. If it is Down, examine the Hostname and IP address. If this information is correct, select the server and click Start; select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. If you need to change the server definition, click the server link. You can update the Hostname and Primary Call Server selections, but if the IP address is wrong, delete the definition and add one with the proper IP address. Refer to Add the VXML Server to the Operations Console (page 101). You must click Save & Deploy to make your changes effective. Note: If you have to delete the VXML server definition and add one with a corrected IP address, you must redeploy the customhelloworld voice application. Refer to Deploy the Custom Application on the VXML Server (page 66). – The Gateway status on the Control Center - Network Map will be N/A. To ensure that the ingress gateway is up, click the link for the gateway entry in the table and on the Edit Gateway Configuration window, select IPS Commands > Show Version. The version information for the gateway displays. If you get a Failed to authenticate message, be sure the Username and Passwords fields for the gateway have the correct entries and Save if necessary. If you still cannot reach the gateway, try to telnet or ping the gateway server. You may need to reload the server. • Peripheral Gateway on the Unified CVP Server - Log into the Unified CVP server and double click the ICM Service Control icon. If the PG is not running, try to start it. If it does not start, refer to Troubleshooting the PG Installed on the Unified CVP Server (page 170). • Communication Manager - Point a browser at the CM server and log into the administration interface. Select Device > Trunk > Find and verify that you have route patterns defined for the comprehensive call flow exercise (8005557777 and 7005557777 in this example). The dial numbers should be associated with a CVP trunk that is, a trunk you defined that points to the Unified CVP server. (Scroll down and examine the SIP Information section Destination Address field. • TTS Server - If HelloWorld works properly, but customhelloworld does not (and you are using the TTS version of customhelloworld), log into the server that is hosting the TTS server and verify that the TTS server is running. • HelloWorld and customhelloworld Applications - To verify that these voice applications are running on the VXML server, log into the Unified CVP server and, using a file browser, go to C:\Cisco\CVP\VXML Server\admin, and double-click status.bat. The command window that opens provides the status of HelloWorld and customhelloworld. If they are not Running, refer to Access the VXML Server Administrative Batch Files (page 161). Common Problems with the Comprehensive Exercise The following table includes common symptoms and possible causes for failure of the comprehensive exercise calls. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 168 Chapter 12: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise Note: The following table focuses on ICM-specific and comprehensive-unique issues. Many issues common to the standalone exercises, have their counterparts in the comprehensive exercise. For more suggestions and other error messages, refer to the troubleshooting tips in Common Audio Responses, Error Messages, and Issues with Solutions (page 151). Error Response or Message Possible Causes Neither DN provides any Open the ICM Service Control tool. If Cisco ICM icm RouterA is not started, it will cause response...the line is silent this effect. and the call does not Some PG issues will cause the issue of no response at all. For example, the PG type must connect or terminate. be type 10. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 170). One DN works properly, but Open the ICM Script Editor with the script for the call that does not work. Select Script the other does not work. > Monitor Script and place the call again. Monitor mode will indicate how far the call is processed through the script. Be sure you have saved the latest Unified ICM call script. If it was not saved, save the script and retry the call. Check the connections on the calls script, refer to Add Call Transfer to the Exercise (page 137). I'm sorry, we are experiencing difficulties. Please call back at a later time. Be sure the ECC variables you added are spelled properly, especially the variables used in the ICM script. If you must add a correctly spelled variable that was used in the script, be sure to update the corresponding Set Variable element in the ICM script. An incorrectly spelled or configured user.microapp.ToExtVXML will cause this problem. There is no response to the Be sure the ECC variables you added are spelled properly, especially the variables used in call. the ICM script. If you must add a correctly spelled variable that was used in the script, be sure to update the corresponding Set Variable element in the ICM script. An incorrectly spelled or configured user.microapp.media_server will cause this problem, for example, if the IP address is not the Unified CVP server IP address. An incorrectly spelled or configured user.microapp.app_media_lib will cause this problem. There is no response and the Be sure the ECC variables you added are spelled properly, especially the variables used in call disconnects after a few the ICM script. If you must add a correctly spelled variable that was used in the script, be seconds. sure to update the corresponding Set Variable element in the ICM script. An incorrectly spelled or configured user.microapp.UseVXMLParms will cause this problem. I'm sorry, we are currently In Script Monitor mode, check the ICM script editor for the DN. Is the script connected experiencing system properly? Refer to the configuration screen shots in Add Call Transfer to the Exercise (page problems and are unable to 137). Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 169 Chapter 12: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise process your call. Please try Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 170). again later Be sure you properly created the Dialed Number entries using the correct numbers for this exercise. Refer to Configure Dialed Numbers (page 126). Once you create the proper DN entry, you must also create the proper Call Type Manager entry for the new DN. Refer to Create a Call Type Manager Entry Routing Script and Call Schedule (page 135). The customhelloworld message plays, but the call does not transfer to the designated VoIP extension. In Script Monitor mode, check the ICM script editor for customhelloworld. Is the script connected properly? Check the connection from RunExt. Script to Label; it must be connected from the checkmark to the Label element. Refer to the configuration screen shots in Add Call Transfer to the Exercise (page 137). Busy Signal Open the Operations Console and select System > Control Center. The status of the call server is Partial. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 170). Troubleshooting the PG Installed on the Unified CVP Server The following table lists configuration elements that can prevent the PG from working. It also shows where those elements are found so you can check them for accurate configuration. Note: If you need to modify the PG configuration, first you must stop the PG service. Be sure to restart the service after you save the new configuration. To stop and start the service, log into the Unified CVP server and double click the ICM Service Control icon. Select the PG service and click Stop or Start as appropriate. Indication Possible Causes When you run icmsetup on the Unified CVP system, you must use the same instance name that you used to create the ICM instance on the Unified ICM system. Check the instance names by running icmsetup. The status of the call server is You must enter the number of PGs as a range (1-2 in this example). Refer to Verify partial but if you change the PG Enough PG Places Have Been Allocated on ICM (page 103). instance to "2" the example works. The status of the call server is partial. The ICM system assigns this number when you add the PG using icmsetup on the ICM system. On the Unified CVP system, run icmsetup. On the Peripheral Gateway Component Properties window, enter the same Logical Controller ID the ICM system assigned previously Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 170 Chapter 12: Troubleshooting Tips and Techniques Using Unified ICM Script Monitoring to Track Call Progress (message) I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later. In this exercise, the gateway dial peer uses the label: 123456789> which will match the 1234567890 label configured in ICM for the VRU definition. To check for the proper label, in the ICM Communication Manager, choose Tools > Explorer Tools > Network VRU Explorer. There is no response at all when To check for the proper PG type, in the ICM Communication Manager, choose Tools you make either the 8005557777 > Explorer Tools > Network VRU Explorer. Click Retrieve; then select the PG or the 7005557777 call. you created and examine its configuration. Using Unified ICM Script Monitoring to Track Call Progress The ICM scripting tool provides a monitoring mode that enables you to track the progress of a call through the ICM script. This is especially helpful for complex scripts but even for the simple scripts in the comprehensive exercise, the feature provides the following valuable information: • Indicates whether or not the call reached the ICM portion of the call flow. • Indicates whether or not the call completed specific parts of the script and, if there is more than one path in the script, which path the call took. Enable ICM Script Monitoring To enable the script monitoring function, complete the following steps: Step 1 Log into the Unified ICM server and open the script editor. Step 2 Open the script you need to monitor and click the monitoring icon (set of blocks with a magnifying glass) or select Script > Monitor Script. The script editor displays the script with green boxes indicating how many times a call flow has reached each box. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 171 Chapter 12: Troubleshooting Tips and Techniques Using Unified ICM Script Monitoring to Track Call Progress Figure 80: ICM Scripting Tool - Monitoring Turned On Step 3 Place a call and wait for a few seconds. In the following example, the user placed five calls with the following results: • The Unified ICM system successfully set the variables for all five calls. • Three of the calls completed properly as indicated by the 60% box. • Two calls were terminated early (in this test, by the user hanging up) as indicated by the 40% box. • None of the calls was sent to the error path as indicated by the 0% box. Figure 81: ICM Scripting Tool - Monitoring Results Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 172 Chapter 12: Troubleshooting Tips and Techniques Using Unified ICM Script Monitoring to Track Call Progress Note: In the comprehensive exercise you create two ICM scripts. To monitor the calls from the other dialed number, switch to the other ICM script. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 173 Chapter 12: Troubleshooting Tips and Techniques Using Unified ICM Script Monitoring to Track Call Progress Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 174 Chapter 13 Where Do I Go from Here? The Operations Console Online Help describes how to use the Operations Console to configure and perform basic monitoring of the components that make up the Unified CVP solution. For design considerations and guidelines for deploying enterprise network solutions that incorporate Cisco Unified Customer Voice Portal software, refer to the Cisco Unified Customer Voice Portal Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/ sw/custcosw/ps1006/products_implementation_design_guides_list.html). To start using Unified CVP in your production environment, refer to the documents available in the Unified CVP documentation set. For More Information on... Refer to... The versions of software and hardware that Hardware and Software System Specification for Cisco Unified are required and compatible with the Unified Customer Voice Portal Software1 CVP solution System requirements, features of the release, Release Notes for Cisco Unified Customer Voice Portal2 packaging information, limitations and restrictions, and a list of known defects The Unified CVP product and how to plan Cisco Unified Customer Voice Portal Solution Reference Network for a Unified CVP deployment Design (SRND)3 Installing Unified CVP software, performing Installation and Upgrade Guide for Cisco Unified Customer Voice an initial configuration, and upgrading from Portal4 earlier versions of Unified CVP software 1) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html 2) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html 3) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html 4) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 175 Chapter 13: Where Do I Go from Here? For More Information on... Refer to... Setting up, running, and administering the Configuration and Administration Guide for Cisco Unified Customer Unified CVP product, including associated Voice Portal5 configuration Configuring the reporting server and Reporting Database and using report templates to generate reports Reporting Guide for Cisco Unified Customer Voice Portal6 Isolating and solving problems in the Unified Troubleshooting Guide for Unified Customer Voice Portal7 CVP solution Using the Unified CVP VXML software Cisco Unified CVP VXML Server User Guide8 Using the Call Studio environment to create Cisco Unified Call Studio User Guide9 VXML applications and deploying applications to the VXML Server Configuration options for Unified CVP VXML Say It Smart plugins Say It Smart Specifications for Cisco Unified Customer Voice Portal10 Building components that run on the VXML Programming Guide for Cisco Unified Customer Voice Portal11 Server Java application programming interfaces (APIs) to Unified CVP VXML software Javadocs for Cisco Unified Customer Voice Portal are installed as part of the Cisco Unified Customer Voice Portal software installation. The ports used by Unified CVP software components Port Utilization Guide for Cisco Unified Customer Voice Portal Software12 You can also find additional background information on related products and technologies in the following documents: 5) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html 6) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html 7) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ 8) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html 9) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html 10) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html 11) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html 12) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 176 Chapter 13: Where Do I Go from Here? • Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ prod_installation_guides_list.html) • Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet (http:// www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html) • Simple Network Management Protocol (SNMP) - http://www3.ietf.org/ • Cisco Support Tools - Cisco Support Tools User Guide for Cisco Unified Software, Release 2.1(1) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 177 Chapter 13: Where Do I Go from Here? Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 178 Glossary ACD Automatic Call Distributor. AIN Advanced Intelligent Network, a broad term encompassing a carrier's interface to adjunct computing devices like the Network Applications Manager. ANI Automatic Number Identification (calling party number). Application A specific set of customer call-processing business rules as captured in the customer's custom NAM/ICM scripts, the customer's custom prompts, and any database lookups/API interactions defined to the NAM/ICM. Generally these rules will apply to a specific customer function. Application Developer The person who designs and writes the NAM/ICM scripts that comprise the logic of the application. Application Prompts The customer's custom prompts for use with their NAM/ICM scripts. AS or App Server Application Server, one component of the ISN. The VXML application responding the voice browser. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 179 Glossary ASP Application Service Provider. Asynchronous Communications See Out of Band Communications. Automated Speech Recognition (ASR) The ability to provide speaker independent voice recognition for gathering information form the calling party. Bearer Path Term referring to the actual voice path (RTP stream in VOIP), as opposed to a data or signaling path for call control. Blind Transfer Generally, a transfer is the handing-off of a call from one agent/number to another agent/skill group/number. In a blind (or single step) transfer, the transfer is made without the initial agent determining whether the second agent is willing/able to take the call and is thereby distinguished from a consultative transfer. Blind transfer can be provided by a premise switch, an Intelligent Network, or through a VRU (when supported). The ISN supports blind transfer, referred to as VRU Blind Transfer. Call Context The collection of per-call information pertaining to a given call, used in conveying call (and caller) information between call routing service points. Call context typically refers to the set of peripheral (call) variables and/or ECC data gathered for the call (that is, caller account number, PIN, and so on); this data is moved to the CTI desktop through translation routing and is also used in ICM reporting (Termination Call Detail and Call Route Detail). Called party The party who answers the second leg of a transferred call. They become part of the call when the ISN initiates an outbound call. Their only actions (as recognized by the ISN) are to either (a) answer the call or to (b) hang up. Caller The person who originates the session by picking up the phone and dialing the number which terminates on an ISN port. Call segment Each time the call adds, drops or changes a participant, a segment ends and a new one starts. The first segment occurs between the caller and the ISN, the second between the caller and an agent (or other called party), the third may be either. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 180 Glossary Central Controller The computer or computers running the ICM CallRouter and ICM database manager (Logger). In addition to routing calls, the Central Controller maintains a database of data collected by the Peripheral Gateways. CICM Customer ICM. In the optional two-tier service bureau (carrier) configuration, the CICM is the tier providing the carrier customer-specific routing function. CICMs receive customer-specific call route requests from the NAM; they typically perform more elaborate scripted call routing using customer-specific advanced services or agent and skill context. See NAM. Consultative Transfer Generally, a transfer is the handing-off of a call from one agent/number to another agent/skill group/number. In a consultative transfer, the transfer is made only after the initial agent determines whether the second agent is willing/able to take the call and is thereby distinguished from a blind transfer. When ISN is deployed premise-based, it can be used as a switch, and queuing point, for consultative transfer. (Note that ICM does not support consultative transfer with Network based switches or VRUs.) CRS Admin Application Administrator, an ISN configuration and administration tool with a Web browser interface, which you use to perform tasks such as taking the Application Server engine in- and out-of-service, and monitoring system and call status. CVP Customer Voice Portal. Cisco interactive voice response unit; detects and responds to a caller's voice and touch tone input during a call. DDSN Distributed Diagnostics and Service Network. DLL Dynamic Link Library. DNIS Dialed Number Information Service (called party number). DTD Document-Type-Definition. Syntax rules for an XML document. DTMF (Dual Tone Multi-Frequency) Traditional touch tone system for entering call numbers and data. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 181 Glossary dumplog A command line utility (dumplog.exe) you used to view the Voice Browser log files. The command reads the file, formats the event data, and writes the formatted data to the workstation screen. ECC Expanded Call Context variables used in the Script Editor, but also passed to VRU or ISN through ICM/VRU messaging. All ECC variables have fixed names. Empty Capability Set Specification within H.225 which specifies the mechanism for transferring calls while maintaining call control. EMS Event Management System. As used by ICM, EMS is a library of API calls that provide a framework for storing system events to a local log file and for formatting the alarm traffic sent to SDDSN. Some ISN processes (nmm, nodeman, voicebrowser, af) use the API for local process logging. All ISN components use the API for generating the alarm events that are sent to the SDDSN. Endpoint (EP) A device that can accept/originate VoIP calls. Enterprise A singular company or agency, possibly spanning multiple call centers. The Enterprise ICM configuration consists of single-tiered ICM topology, where the PSTN interface receives and responds to call routing requests wholly targeted at the enterprise itself. (This is in contrast with the two-tiered NAM model deployed for service providers.) FXS Port Accepts input from an analog phone call input (POTS caller). Gatekeeper (GK) An H.323 device that controls route requests originating from H.323 endpoints. Gateway (GW) An H.323 or SIP device that allows standard PSTN-based phone, using TDM technology, to utilize an IP-based network. Get Digits (GD) Micro-application that plays a media file and retrieves digits. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 182 Glossary Get Speech (GS) Micro-application that collects ASR input after prompting a caller. GKTMP Gatekeeper Transaction Message Protocol. GLOSSARY HTML Hypertext Markup Language. ICM Intelligent Contact Management. ICM/IVR Service Control Interface Formerly called GED-125 VRU Service Control Interface. In-band Signaling Using the audio path of a telephone call to signal the network; this usually implies DTMF. Initial Routing Client The first ICM Routing Client that uses a New Call message to announce the call to the ICM CallRouter. This Routing Client will also be the only Routing Client eligible to receive a Network Transfer Connect. Internationalization The process of re-engineering an information product so that it can be easily adapted for native use in any locale around the world. IPC Inter Process Communication. Used to pass data between separate local or remote processes. IP-IVR IP based IVR product produced by Cisco. ITSP Internet Telephony Service Provider. IVR Interactive Voice Response. See VRU. (Cisco makes no distinction between these terms.) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 183 Glossary IXC Inter-exchange Carrier. A long-distance telephone company owning or controlling the voice and control network infrastructure. AT&T, MCI, and Sprint are examples of IXCs in the domestic North American market. Label A text string issued by the NAM to its routing client in response to a route request. Labels are predefined using the ICM Configuration tool. A label is a symbolic representation of the exact target location. Labels are free-form and the format is generally dictated by the specific peripheral (ACD, VRU, ISN, PSTN, and so on). Locale An identifier for a particular combination of language, region and optional variant. In the context of the ISN, this defines: - Part of the directory structure for accessing media files. - The grammar to be used when playing numbers and dates. Localization The process of adapting an internationalized information product for use in a specific locale. MDS Message Delivery System. The mechanism used to provide IPC messages in the ICM system. Media Resource Control Protocol (MRCP) Protocol defined by Cisco, Nuance and Speechworks for providing ASR and TTS capabilities. Menu Micro-application that plays a menu media file and retrieves the digit entered as the menu choice. MIB Management Information Base. The MIB defines all the information about a managed system that a manager can view or modify. The isnlarms.mib file is a text file in a standard MIB format, provided for third party software interpretation of the SNMP traps. The isnlarms.mib file is installed on the Voice Browser and Application Server target machine in the directory <destination location>\bin. Micro-App or Micro-Applications General term for a specific, predefined function in the ISN that can be invoked from the ICM. Micro-applications for ISN consist of: Play Media, Play Data, Get Digits, Get Speech, and Menu. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 184 Glossary NAM Network Applications Manager. In a two-tier service bureau (carrier) configuration, the NAM is the tier providing direct communication with the carrier PSTN. Route requests arrive at the NAM from the IXC carrier network and are forwarded, based on specific call properties, to the appropriate Customer ICM (CICM). A NAM usually contains only a small configuration that allows it to directly route a subset of calls and dispatch other calls to the appropriate CICM. The NAM receives route responses from all CICMs and forwards them to the carrier network. NIC Network Interface Controller. The ICM process that enables communication to the Inter-Exchange Carriers (IXC) signaling network. NICs typically communicate with the PSTN SSP using the ICM SS7 gateway or directly to customer service control points (SCP) using UDP/IP or X.25. The NIC receives call routing requests from the IXC network, formats and transfers them to the ICM CallRouter, and subsequently obtains routing labels in response and returns them to the IXC signaling network. NMM Node Manager (manages the NM process(es)). One nmm can manage multiple nm processes even for different components. Nodeman Node Manager, self-healing feature of Cisco ISN, NAM, and ICM software. Node Managed Process A fundamental concept within the ISN NAMs platform. Node managed processes are started, stopped, and monitored by the platform. OAMP Cisco operations, administration, maintenance, and provisioning tool. Out-of-band Communications A connection to the Voice Browser initiated by the Application Server for processing information asynchronous to the normal call steps, for example, for transferring a queued call. Out-of-band Signaling Using a shadow data path to signal the network; ISDN is an example of out of band signaling. Outpulse Transfer The ability to perform a transfer by sending DTMF tones to a carrier network indicating a transfer should occur, and the destination PSTN address. An example is ATTs transfer connect. PBX Private branch exchange - a phone company, PSTN. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 185 Glossary PG Peripheral Gateway. A basic component of the ICM distributed system. The PG consists of a dedicated set of ICM processes and typically resides on a dedicated machine; it communicates directly with the peripheral (ACD, PBX, VRU) at the Call Center. The PG reads status information from the peripheral and forwards it to the ICM Central Controller. The PG may itself be a routing client, generating route requests to the Central Controller and receiving route responses in return. A PG hosts one or more PIMs. Phone Home Refers to a capability of the Cisco Remote Monitoring Suite to report alarms back to a customer support center. This can be used, together with SDDSN, to provide alarm reporting for ISN. Play Data (PD) Micro-application that retrieves data from a storage area and plays it to the caller in a specific format, called a data play back type. Play Media (PM) Micro-application that plays a message to the caller. Post-route The ICM concept that enables the ICM to execute secondary routing decisions after a call has been initially terminated at the ICM-determined destination (for example, a Call Center agent). Post-routing allows the ICM to process calls when an ACD, VRU, or PBX receiving the initially routed call in turn generates a route request. Like pre-route requests, an ICM CallRouter call type and script is used to determine the resolved destination label for the request. POTS Plain Old Telephone System - traditional analog-based phone. Pre-route The ICM concept that enables the ICM to execute routing decisions before a call terminates at the ICM-provided destination (for example, a Call Center). With pre-routing, the routing client receives the route request from the IXC and presents the request to the Central Controller. Based on a call type and associated ICM routing script, the ICM CallRouter (typically using real-time PG data) generates a routing label back to the routing client, which in turn presents it to the IXC. Procmon Process Monitor. A console process tool used to troubleshoot information on the ISN through ICM processes. Procmon can be run locally from Windows 2000 command prompt or remotely from a Telnet session. Prompt A media file played to the caller. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 186 Glossary PSTN Public Switched Telephone Network. The public telephone network, providing the capability of interconnecting any home or office with any other. The term is typically used to pertain to any given country telephone domain, for example, domestic US and European carrier networks (and local PTT) alike. RAI Resource Availability Indication. A message sent from an H.323 endpoint (like the Voice Browser) to a gatekeeper informing it that resources are low and that it should stop allowing calls to that endpoint. When the resources are again available, another message is sent to reverse the effect. Requesting Routing Client In Network Transfer, the Requesting Routing Client is the ICM Routing Client that initiated the Post-Route Request that started the ICM routing script that is performing the Network Transfer. Routing Client An entity or abstraction capable of generating control path call route requests to the ICM system. Each ICM logical interface controller (that is, the NIC) is mapped to one or more routing clients. A routing client typically corresponds to a subsystem within an IXC or to a peripheral performing ICM post-routing. SCP Service Control Point. A node in the IXC signaling network responsible for database routing functions and billing. The ICM can communicate with the SCP or can appear as the SCP, depending upon signaling network topology and deployment capabilities. SDDSN Standalone Distributed Diagnostics and Service Network. Also known as the Mini-logger, this system allows non-ICM products to use the logging system in a standalone fashion. Service Node A network-addressable resource providing specialized call services beyond those found in a VRU. In Intelligent Network (IN) terms, a Service Node and VRU (or Intelligent Peripheral, IP) can both provide VRU and queuing functions. A Service Node, however, also has the additional ability to perform call switching and call control whereas the VRU alone does not. For example, since the Cisco ISN product can initiate call transfers, it is a Service Node. (In IN, the IP prompt / collect / queuing services belong to the Service Control Function.) Service Provider The term pertaining to IXC carriers; those companies owning or controlling some aspect of the PSTN. Service Providers typically deploy the ICM in a two-tiered NAM configuration (NAM and CICM) to offer enhanced call routing services to their own customers. (Contrast with Enterprise.) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 187 Glossary SIP Session Initiation Protocol. SNMP Simple Network Management Protocol. Socket An IPC mechanism that is supported on a variety of platforms. Allows for data to be passed between processes on both local and remote systems. Source Routing Client The Routing Client through which a call is transferred to the VRU. (In most cases this will be the Initial Routing Client.) Stable Call A call with an established audio path and no background switching activity taking place. Switched Mode Referring to the ISN, the switched mode is when the ISN moves a call within the IP network and continues to receive signaling events. Syslog UNIX-based logging mechanism similar to the Windows NT Event Viewer. System Prompt A set of prompts that are predefined by the ISN platform. System Standard Prompts A set of pre-defined prompts used by the system for the playback of dates, times, currency, errors, and so on. TDM Time Division Multiplexing. Used to process calls in a circuit switched network. Text to Speech Synthesis (TTS) Ability to convert text string to speech for playing to calling party. TNT Take Back And Transfer, a feature whereby a call is redirected from one target location to another. TNT helps to eliminate tandem connections between call centers by rearranging the network's switched connection. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 188 Glossary Traditional Translation Route A target at a peripheral that does not map to a specific service, skill group, or agent. When a call arrives with the trunk group and DNIS corresponding to a translation route, the PG determines the ultimate target. When the ICM routes a call to a translation route, it sends a preliminary message to the PG. For example, the PG might be instructed to coordinate with a host computer so the caller's account number is displayed on the CTI desktop application of the agent receiving the actual call. Also see Translation Route to VRU. Translation Route to VRU A target at a Peripheral Gateway that does not map to a specific service, skill group, or agent. When a call arrives at a translation route, the Peripheral Gateway (PG) is responsible for determining the ultimate target. When ICM software routes a call to a translation route, it sends a message to the PG. This message contains the ultimate target and further instructions for the PG. For example, the PG might be instructed to coordinate with a host computer so that the caller's account number is displayed on the teleset of the agent who picks up the call. Unstable Call A call whose state is transitioning. For instance, during a transfer operation a call is termed unstable. Unswitched Mode Referring to the ISN, the unswitched mode of operation is when the PSTN transfers a call. No switching function takes place within the ISN. URI Uniform Resource Indicator. URL Uniform Resource Locator. VB Admin Voice Browser Administration, an ISN configuration and administration tool with a command line interface (CLI) you use to perform tasks such as controlling the Voice Browser, gathering statistics, and viewing system metrics and status. Voice Browser (VB) The ISN Voice Browser is one component of ISN. It is the VXML client that queries the Application Server. Voice Gateway Gateways that convert PSTN calls to VoIP. VoIP Voice over IP, the concept of transmitting voice through a data network. Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 189 Glossary VRU Voice Response Unit. An automated voice system designed for call center applications. VRU Blind Transfer The ability for a VRU to support blind transfer (see Blind Transfer definition) using the VRU interface. VRU Type A classification system for different types of call flows within the ICM system, used for determining how to manage calls at VRUs or to be transferred to VRUs. VXML or VoiceXML Voice eXtensible Markup Language. A DTD specifying a language for defining forms and menus which are used to conduct interactive dialogues with a user. The dialogue may involve the playing of recorded audio prompts or TTS audio generated from the text in the document. Input from the user is collected through ASR or DTMF. A VXML script may result in the playing of information retrieved from a web application, posting of collected inputs to a web application, or transfer of the call to a third party. VoiceXML is specified by the VoiceXML Forum (http://www.voicexml.org) Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) 190 Index Index admin batch files view "configuration" state using Operations Console....77 Call Studio 30 day free trial period....58 voice applications....63 access admin bat files for application....63 VXML server, defined....161 activate license....58 all-in-a-box config described....19 capture and process user input....144 audio file location define in Call Studio....62 configure decision element....144 bat files configure digit element....144 for admin of voice application....63 copy and reuse elements....144 set up reporting database....72 create new project....58 best way to use this guide....8 create voice application call flow....59 busy signal, troubleshooting....151 CVP Subdialog Return, error....166 call data define voice element....59 place call to customhelloworld to create data....79 call flow deploy application....63 deploy custom media file....143 comprehensive call flow model....16 installation procedure....55 diagram and flow steps for reporting exercise....14 prerequisites for creating an application....58 diagram and flow steps of VXML standalone....11 rename elements....144 diagram and flow steps VXML standalone w. custom app....13 steps to start application....58 models used in exercises....10 validate application call flow....59 VXML server - standalone....11 VXML Server with reporting....71 VXML standalone using custom voice app....13 call schedule, create....135 call server activate services - ICM - IVR - SIP....74, 98 add to Ops Console and configure for comprehensive....98 add to Ops Console and configure for reporting....73 checks if server is not up....167 local static routes....98 status for comprehensive call flow exercise....167 troubleshooting tips....163 troubleshooting table....164 call types configure for comprehensive....125 codex for media files for VXML server....142 Communications Manager create trunk for VoIP calls....28 VoIP setup for exercises....27 components of CVP listed and described....9 comprehensive call flow exercise add and configure call server in Ops Console....98 add PG to ICM config manager....107 add reporting....139 add VRU label....109 add VXML server to ops console....101 basic elements in the exercise, diagram....86 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 191 Index call flow steps with diagram....16 call schedule for routing script....135 enter for PG on CVP....111 customhelloworld config PG, main steps....103 create call data....79 configure call types....125 create project in Call Studio....58 configure DNs....126 deploy on VXML server....66 configure ingress gateway - summary....88 modify and redeploy....68 create and deploy customhelloworld - summary....102 prerequisites....58 create incoming call routing script....135 custom media file custom voice application....102 create....142 define default VRU....110 deploy using Call Studio....143 define VRU and labels for NAM and CICM....105 proper codex for VXML server....142 ECC variables....119 custom voice appllication - create....57 high-level configuration approach....86 CVP ICM call script....129 components described....9 install PG on CVP....111 components in install packages....21 local static routes....98 create server for CVP and Reporting....25 network VRU script, define....127 installation components by call flow exercise....21 overview....85 installation procedure....35 PG logical controller ID....107 license not neeed for exercises....36 PG place allocated in ICM....103 subdialog elements in Call Studio....59 prerequisites....87 CVP installation restore gateway original configuration....88 choosing CVP components to install....36 test calls....136 core settings....36 transfer call to an extension....137 media server Apache Tomcat....36 transfer files to the gateway....93 select CVP packages to install....36 troubleshooting, quick checks....167 set up reporting DB size....37 comprehensive exercise capture and process user input....144 configuration file (voice gateway) add your system's IPs....49, 94 back up the file....48 Windows 2003 required for CVP....35 data logins, IPs, and other data needed for exercises....22 place a call for customhelloworld to create data....79 Dbaccess copy running config to startup config....53, 97 access reporting DB....81 restore original file before comprehensive exercise.88 query reporting DB....83 sample sections with explanations....49, 94 tips for using....81 controller domain Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 192 debug commands Index voice gateway....157 deployApp.bat use to deploy voice app to VXML server....66 diagram basic elements in comprehensive exercise....86 comprehensive exercise call flow....16 customhelloworld call flow....13 HelloWorld call flow....11 standalone with reporting....14 dialed numbers configure for comprehensive....126 configure local static routes for comprehensive....98 dial peers for voice gatway discussed....49 ECC variables configuration steps....119 enable window so can define variables....119 example of use in ICM call scripts....129 how to enable in ICME Config Mgr....119 required list to add, table of definitions....119 table with descriptions....119 exercises add PG to ICM config manager....107 add reporting server to ops console....75 add standalone VXML server to Ops Console....43 add voice gateway to CVP ops console....91 add voice gateway to op console....45 add VRU label....109 add VXML server for comprehensive....101 back up gateway config....48 call server, add to Ops Console, configure for comprehensive....98 call server, add to Ops Console, configure for reporting....73 comprehensive, basic design elements....86 comprehensive call flow....16 comprehensive call flow - overview....85 config call types....125 config DNs....126 configure VXML server to send reporting data....78 create new call studio project....58 create routing script for incoming call....135 create two versions of a custom voice application...57 create voice application call flow....59 define default VRU for comprehensive exercise....110 define PG on CVP....111 define route patterns for VoIP....32 define voice element in call flow....59 define VRU and labels for NAM and CICM....105 deploy Call Studio application....63 deploy voice app to VXML server....66 described in order....10 how to use VoIP....27, 136 ICM call script, create....129 listed in progressive order....7 log into operations console....41, 89 manually load new voice gateway services....53 modify customhelloworld and redeploy it....68 modify gateway config comprehensive template....94 modify gateway sample template....49 network VRU script....127 non-standalone VXML server required....71 PG logical controller ID....107 PG place allocated....103 planning prerequisites summary....21 prerequisites....19 capture and process user input....144 prerequisites for customhelloworld creation....58 chart of components by exercise....21 results for exercise HelloWorld....54 components used in standalone simple....11 run reporting batch file(s)....72 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 193 Index save new voice config....53, 97 hard drive space requirements....19 standalone simple, high level creation steps....41 HelloWorld standalone simple illustrated....11 call customhelloworld to create max call data....79 standalone with custom app....13 results for this voice application....54 standalone with reporting - requirements....71 holdmusic.wav start Call Studio....58 defining its location....62 table of data needed from user....22 troubleshooting....151 templates, copy and modify....51 test alternate version of customhelloworld....69 transfer bootstrap files to gateway....47 transfer call to an extension....137 transfer fils to the gateway....93 view server "configuration" states in Ops Console...77 VXML server with reporting....14 finding information building components that run on Unified CVP VXML software....176 configuration options for Unified CVP VXML Say It Smart plugins....176 I'm sorry, there was a problems with this application, message....151 I'm sorry, we are currently experiencing system problems, message....151 I'm sorry we are experienceing difficulties, message....151 ICM add PG to config manager....107 add VRU label....109 call script, switch to edit mode....129 call script, transfer call....137 create call script....129 define VRU....105 configuring and administering....176 ICM instance....103 deployment planning....175 PG logical controller ID....107 installing and upgrading....175 run icmsetup on CVP....111 Java application programming....176 script monitoring mode, enable and examples....171 ports used by Unified CVP software components..176 service control, verify sevices are running....105 reporting....176 setup program....103 required software and hardware versions....175 system requirements, release features, known defects....175 troubleshooting....176 using Call Studio....176 using Unified CVP VXML software....176 for more information....175 gateway ALSO SEE "voice gateway" index entries....19 ICM - IVR -SIP activate services in Call Server for reporting....74, 98 ingress gateway restore original configuration....88 summary of tasks required to configure for comprehensive exercise....88 transfer files to gateway using Ops Console....93 installation ALSO SEE specific installation type such as CVP..35 Get Script micro-application....127 by call flow exercise....21 hangs up immediately, troubleshooting....151 components for all desired exercises at once....35 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 194 Index CVP components in each "package"....21 add reporting server....75 tips on how to do the CVP install....35 add voice gateway....45, 91 installation procedure Call Studio....55 introduction add VXML Server (standalone)....43 add VXML server for comprehensive....101 add VXML server non-standalone for reporting....76 CVP features listed and described....9 check "configuration" status of servers....77 steps to use this guide properly....8 check "running status" of servers....78 IP addresses required IP addresses, fill in the table....22 license check for VXML events at reporting server....80 copy and modify a template....95 create a template from a copy....51 Call Studio....58 login steps....41, 89 not needed for lab exercises....36 log in using browser....41, 89 local static route for call server....98 modify a template....51 log files push gateway config changes using template....96 voice gateway....157 push template config to gateway....52 VXML server, described....162 remove "standalone" VXML server....76 logical controller ID for PG....107 restart servers from control center....160 media file restart the VXML server....78 deploy custom file using Call Studio....143 media file - custom - proper codex....142 media server system control center, server status....160 transfer files to the gateway....47 overview create custom media file....142 CVP features listed and described....9 file structure....141 sources of basic information....19 use VXML as media server....141 passwords memory requirements....19 age requirement....19 more resources and info....175 length and other requirements....22 NAM and CICM required for exercises, fill in the table....22 define VRU and labels....105 not reachable server troubleshooting....161 screen shot listing all password requirements....39 special requirements....19 peripheral gateway operating system requirements....19 add to ICM config manager....107 Operations Console config, main steps listed....103 add CVP call server, configure for comprehensive..98 install on CVP....111 add CVP call server, configure for reporting....73 network interfaces on CVP....111 add reporting DB user....81 node properties on CVP....111 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 195 Index obtain logical ID and physical ID....107 add reporting server to Ops Console....75 PG devices, enter number of....103 call flow and diagram....14 PIM setup on CVP....111 check statistics for the reporting server....80 place allocated in IMC setup....103 components used....14 protocol properties on CVP....111 configure VXML server to send data....78 troubleshooting....170 non-standalone VXML server required....71 phone numbers used in exercises....22 place call to create data....79 planning prerequisites....71 prerequisites summary....21 query DB using Dbaccess....83 steps to use guide properly....8 remove VXML "standalone" server....76 prerequisites basic information reference guides....19 comprehensive call flow exercise....87 ECC variables to add - steps and list....119 for creating call studio application....58 gateway image version....19 hard drive space basic and with reporting....19 run reporting batch file(s)....72 view server "configuration" states in Ops Console...77 ReportingRunAsCVP_dbadmin.bat only for pre-8.0 versions of CVP....72 ReportingRunAsInformix.bat used to set up reporting DB....72 reporting server operating system and memory....19 add reporting database users....81 passwords special requirements....19 add to Operations Console....75 planning summary....21 check VXML events received....80 SNMP installation steps....25 view "configuration" state in Ops Console....77 standalone with reporting....71 tasks before installing CVP software....25 Window 2003 needed for CVP install....35 production environment, using Unified CVP....175 query Informix DB using Dbaccess....83 query samples using Dbaccess....83 references, for more information....175 reporting add to comprehensive call flow exercise....139 reporting database users add using Ops Console....81 reporting exercise access Informix DB using Dbaccess....81 add and configure call server in Ops Console....73 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 196 route pattern steps to define....32 routing script for incoming call, create....135 script monitoring mode enable and examples....171 servers check running status using Ops Console....78 services manually load to voice gateway....53 Set Variable, ICM call script....129 SIP - add local static routes for call server....75 SNMP installation steps....25 Sound Recorder use to create custom media file....142 Index standalone custom exercise voice gateway command list....155 call flow....13 voice gateway debug commands and logs....157 description and components used....13 voice gateway is "reachable"....154 standalone simple exercise VXML server, admin batch files, defined....161 call flow....11 VXML server, check status....160 creations steps, high level....41 VXML server, restart from system control center..160 description and components used....11 VXML server, restart from Windows services....160 table of required data use to record passwords, IPs, etc.....22 templates copy and modify....51 copy new items to a template....95 modify sample comprehensive template....94 modify sample template....49 push changes, do rollbacks, etc.....96 push config to voice gateway....52 terminal config mode, using....158 transfer call to a phone extension....137 troubleshooting audio error messages table....151 busy signal....151 call just hangs up, no message....151 call server issues and tips....163 comprehensive call flow quick checks....167 CVP Call Studio....164 CVP Subdialog Return error....166 gateway config file notes....158 I'm sorry, we are experiencing difficulties.......151 I'm sorry there was a problem with this application....151 I'm sorry we are currently experiencing system problems.......151 ICM script monitor mode, enable and examples....171 peripheral gateway....170 terminal configuration mode tips....158 voice gateway, view, copy print, config....157 VXML server, tips....160 VXML server log files....162 VXML server not reachable....161 We are currently experiencing heavy call volume.......151 Your call cannot be completed as dialed.......151 trunk, create for VoIP calls....28 Trunks needed for exercises....27 TTS and non-TTS custom voice application described..57 type 10 VRU, define....105 updateApp.bat when to use it....68 URI for audio file location in Call Studio....62 user input - capture and process....144 usernames required usernames for exercises, fill in the table....22 users adding reporting database user....81 voice element - define in Call Studio....59 voice gateway add your IPs to the config template....94 add your IPs to the sample template....49 back up configurtion....48 command list table....155 config file notes....158 debug commands and logs....157 manually load new services....53 push config from Ops Console template....52 reachable, verify....154 save running config to startup config....53, 97 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 197 Index setup summary for standalone exercise....45 software image, version requirements....19 terminal configuration mode, using....158 transfer bootstrap files using ops console....47 view, copy, print config....157 VoIP define route pattern - dialed numbers....32 set up for IP phones....27 trunk for gateway, steps to create....28 use explained for comprehensive....27 VRU add label....109 define default for comprehensive exercise....110 define for NAM and CICM....105 network VRU script....127 VXML server add for comprehensive exercise....101 add version for reporting - in Ops Console....76 admin batch files, described....161 check running status is Up....78 configuring non-standalone version for reporting....71 log files....162 not reachable, troubleshooting....161 restart using Ops Console....78 restart windows service....160 troubleshooting tips....160 use as media server....141 VXML Server configure to send reporting data....78 VXML server (standalone) add to Operations Console....43 deploy voice application to server....66 remove for reporting exercise....76 We are currently experiencing heavy call volume....151 where to go from here, references....175 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1) Index 198 Windows services management use to restart servers....160 Your call cannot be completed as dialed, message....151

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