Reporting Guide for Cisco Unified Customer Voice Portal
Release 7.0(1)
Updated: December 2008
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................5
1. Introduction to the Reporting Server...........................................................................................................7
Overview.....................................................................................................................................................7
How the Reporting Server Functions.........................................................................................................7
2. Planning for Reporting..............................................................................................................................11
Sizing........................................................................................................................................................11
Backup and Restore.................................................................................................................................11
Synchronizing Timestamps......................................................................................................................12
3. Managing the Database............................................................................................................................13
Data Retention.........................................................................................................................................14
Data Categories.......................................................................................................................................16
Database Backup.....................................................................................................................................16
Retries: Backup and Purge.......................................................................................................................17
Database Recovery..................................................................................................................................18
How to Perform a Complete Database Restore...................................................................................18
Database Users........................................................................................................................................19
Instance Owner....................................................................................................................................19
Database Administrator.......................................................................................................................19
Application User...................................................................................................................................19
Reporting User....................................................................................................................................19
Failure and Restoration............................................................................................................................20
4. Configuring the Reporting Server.............................................................................................................21
Adding a Reporting Server to the Operations Console............................................................................21
Adding a Reporting Server..................................................................................................................22
Viewing Device State...........................................................................................................................26
Editing a Reporting Server in the Operations Console.............................................................................26
Editing a Reporting Server..................................................................................................................26
Guidelines for Choosing Secure Passwords........................................................................................36
Uploading a Log Messages XML File..................................................................................................37
Downloading a Log Messages XML File.............................................................................................38
Editing the Log Messages XML File....................................................................................................39
Unified CVP Event Severity Levels......................................................................................................39
Applying a License to a Reporting Server Using the Operations Console...............................................40
Applying a License to a Reporting Server...........................................................................................40
Deleting a Reporting Server From the Operations Console.....................................................................41
Deleting a Reporting Server................................................................................................................41
Viewing Reporting Statistics.....................................................................................................................42
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Reporting Server Statistics..................................................................................................................42
Finding a Reporting Server in the Operations Console............................................................................44
Finding a Reporting Server..................................................................................................................44
Adding and Removing a Device from a Device Pool................................................................................45
Adding or Removing a Device From a Device Pool.............................................................................45
5. Configuring the VXML Server for Reporting..............................................................................................47
Adding a VXML Server to the Operations Console..................................................................................47
Adding a VXML Server........................................................................................................................47
Editing a VXML Server in the Operations Console...................................................................................49
Editing a VXML Server.........................................................................................................................49
VXML Server General Properties........................................................................................................50
VXML Server Configuration Properties...............................................................................................51
Inclusive and Exclusive VoiceXML Filters for Reporting......................................................................52
Transferring a File to Multiple Devices......................................................................................................54
Procedure............................................................................................................................................55
Procedure............................................................................................................................................55
6. Introduction to the Database Schema.......................................................................................................57
About the Database Schema....................................................................................................................57
Entity-Relationship Diagram.....................................................................................................................58
Table Definitions.......................................................................................................................................59
ActionTypeRef Table............................................................................................................................59
Call Table.............................................................................................................................................59
CallEvent Table....................................................................................................................................61
CallICMInfo Table.................................................................................................................................63
CauseRef Table...................................................................................................................................63
CVPDataRetention Table.....................................................................................................................66
CVPDBSpaceUsed Table....................................................................................................................67
CVPDBVersion Table...........................................................................................................................67
CVPLog Table......................................................................................................................................68
ElementTypeRef Table.........................................................................................................................68
EventTypeRef Table.............................................................................................................................69
OutgoingECCVariable Table................................................................................................................70
ResultRef Table....................................................................................................................................71
SubSystemTypeRef Table....................................................................................................................71
UserInputModeRef Table.....................................................................................................................72
VarDataTypeRef Table.........................................................................................................................72
VoiceActionTypeRef Table....................................................................................................................73
VXMLCustomContent Table.................................................................................................................73
VXMLElement Table............................................................................................................................74
VXMLElementDetail Table...................................................................................................................75
VXMLElementFlag Table.....................................................................................................................76
VXMLError Table..................................................................................................................................77
VXMLHotEvent Table...........................................................................................................................78
VXMLHotLink Table.............................................................................................................................79
VXMLSession Table.............................................................................................................................79
VXMLSessionVariable Table................................................................................................................81
VXMLVoiceInteractDetail Table............................................................................................................82
7. Reporting Against the Database...............................................................................................................83
Unified CVP Call Summary Report..........................................................................................................83
Unified CVP Application Summary Report...............................................................................................84
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Unified CVP VXML Element By Call Report.............................................................................................85
Unified CVP and Unified ICME Report.....................................................................................................85
8. Reporting Best Practices..........................................................................................................................87
CPU Intensive Reports.............................................................................................................................87
Writing Efficient SQL when Creating Reports..........................................................................................88
Zero Duration Calls and Writing Reports..................................................................................................88
Make Sure Data is Secure........................................................................................................................89
Passwords................................................................................................................................................89
Filtering Data to be Stored in the Database.............................................................................................89
Database Sizing Issues............................................................................................................................90
Database Backup and Recovery..............................................................................................................90
Database Retention Settings....................................................................................................................90
Purge and Backup Database Maintenance Tasks....................................................................................90
Allow Only Reporting Users when Querying the Database......................................................................90
Reporting Isolation Level..........................................................................................................................91
Informix, Operating System Time, and Local Time...................................................................................91
Assuring Accurate Time Stamps for Reporting and Logging....................................................................91
Joining Data with an ICM HDS Database.................................................................................................91
Joining Unified CVP and SQL Server Data..............................................................................................91
Index .............................................................................................................................................................93
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List of Figures
Figure 1: CVP Architecture...............................................................................................................................................8
Figure 2: Call Flow..........................................................................................................................................................58
Figure 3: ER Diagram......................................................................................................................................................58
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Preface
Purpose
This document provides information to help you configure and manage the Reporting Server.
Audience
This guide is intended for Call Center managers, Unified Customer Voice Portal (CVP) system
managers, Cisco Unified Intelligent Contact Management Enterprise (ICME) and Cisco Network
Application Manager (NAM) system managers, VoIP technical experts, and IVR application
developers. Readers of this guide should already have a general understanding of Unified CVP
software. Readers should be familiar with general Unified CVP installation and setup procedures.
Organization
This guide is divided into the following chapters:
Chapter
Description
Chapter 1, "Introduction to the Reporting Server" (page 7) Provides an introductory discussion of the Reporting Server.
Chapter 2, "Planning for Reporting" (page 11)
Discusses topics to be aware of if you plan to use Unified
CVP reporting.
Chapter 3, "Managing the Database" (page 13)
Discusses concepts to be kept in mind while managing the
database.
Chapter 4, "Configuring the Reporting Server" (page 21)
Discusses how to configure the Reporting Server using the
Operations Console.
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Preface
Related Documentation
Chapter
Description
Chapter 5, "Configuring the VXML Server for Reporting" Discusses how to configure the VXML Server using the
(page 47)
Operations Console.
Chapter 6, "Introduction to the Database Schema" (page
57)
Provides information about the database schema.
Chapter 7, "Reporting Against the Database" (page 83)
Discusses generating reports.
Chapter 8, "Reporting Best Practices" (page 87)
Provides a list of best practices.
Related Documentation
Note: Planning your Unified CVP solution is an important part of the process in setting up
Unified CVP. Cisco recommends that you read the Cisco Unified Customer Voice Portal Release
7.x Solution Reference Network Design (SRND) guide before configuring your Unified CVP
solution. With Unified CVP 7.x, the Planning Guide for Cisco Unified Customer Voice Portal
has been incorporated into the SRND guide.
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Preface
Conventions
Unified CVP provides the following documentation:
• Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal
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 7.x Solution Reference Network Design (SRND)
provides design considerations and guidelines for deploying contact center voice response
solutions based on Cisco Unified Customer Voice Portal (CVP) 7.x releases.
• Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes
how to set up, run, and administer the Cisco Unified CVP product, including associated
configuration.
• Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describes
the settings, element data, exit states, and configuration options for Elements.
• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how to
install Unified CVP software, perform initial configuration, and upgrade.
• Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to
use the Operations Console to configure Unified CVP solution components.
• Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in
a Unified CVP deployment.
• Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes
how to build components that run on the Cisco Unified VXML Server.
• Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified Call Studio
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 describes how to isolate
and solve problems in the Unified CVP solution.
• User Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes the
functionality of Call Studio including creating projects, using the Call Studio environment,
and deploying applications to the Unified CVP VXML Server.
For additional information about Unified ICME, see the Cisco web site (http://www.cisco.com/
en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) listing
Unified ICME documentation.
Conventions
This manual uses the following conventions:
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Preface
Obtaining Documentation and Submitting a Service Request
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:
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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
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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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 7.0(1)
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Preface
Documentation Feedback
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Chapter 1
Introduction to the Reporting Server
This section contains the following topics:
• Overview, page 7
• How the Reporting Server Functions, page 7
Overview
The Reporting Server houses the Reporting Service, and hosts an IBM Informix Dynamic Server
(IDS) database management system.
The Reporting Service provides historical reporting to a distributed self-service deployment in
a call center environment. The system is used to assist call center managers with call activity
summary information to manage daily operations. It can also provide operational detail data for
various IVR applications.
The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used),
and the VXML Server. As stated, it is deployed together with an Informix database management
system, and it transforms and writes this reporting data into that database. The database schema
is prescribed by the Unified Customer Voice Portal (CVP) product, but the schema is fully
published so that customers may develop custom reports based on it.
The Reporting Service does not itself perform database administrative and maintenance activities
such as backups or purges. However, Unified CVP provides access to such maintenance tasks
through the Operations Console.
How the Reporting Server Functions
The diagram below shows the Unified CVP architecture.
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Chapter 1: - Introduction to the Reporting Server
How the Reporting Server Functions
Note:
• The Reporting Service and the Database are separated for functional clarity. Together they
comprise the Reporting Server.
• The connection of the Operations Console to the Call Server, through an OAMP Resource
Manager (ORM) is simply indicative. An ORM is co-located with each managed Unified
CVP component, and the Operations Console is connected to each component. The ORM is
invisible to the end-user.
Figure 1: CVP Architecture
A Call Server is a physical machine on which resides, for example, the IVR Service, the SIP
Service, and the ICM Service. The Call Server uses a central messaging bus to allow each service
to communicate. The Reporting Service connects to the message bus either through an in-process
plug-in or an out-of-process plug-in depending on whether the Reporting Service resides in the
same JVM with the message bus system. It listens to all the messages passing through the
message bus and captures call-state change messages sent from SIP or IVR services or reporting
messages from a VXML Server.
The Reporting Service then parses those messages and converts them into batches of appropriate
SQL statements and executes them into a SQL database using the Java Database Connectivity
(JDBC) API. The Reporting Service can also receive and process Unified CVP admin messages
to perform Unified CVP system administrative tasks, such as turning on or off debugging,
querying statistics, and so forth. As the diagram shows, the Reporting Service can be shared by
multiple Call Servers that belong to the same Unified CVP deployment.
Note: There only needs to be one Reporting Server in a deployment. During temporary database
outages, messages are buffered to file and inserted into the database when the database comes
back on-line. The amount of time that messages can be buffered depends on the system
throughput.
If more than one Reporting Server is used, be aware that:
• Each Call Server and each VXML Server can be associated with only one Reporting Server
• Reports cannot span multiple Informix databases
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Chapter 1: Introduction to the Reporting Server
How the Reporting Server Functions
A third-party reporting engine, such as Crystal Reports, can be used to generate various reports
against the predefined Unified CVP database schema. Unified CVP does not provide a native
reporting engine.
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Chapter 1: - Introduction to the Reporting Server
How the Reporting Server Functions
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Chapter 2
Planning for Reporting
The current chapter mentions a few topics that you must be aware of if you plan to use Unified
CVP reporting. Chapter 3, Managing the Database (page 13) provides more information.
However, for a detailed discussion of this subject, see:Cisco Unified Customer Voice Portal
(CVP) Solution Reference Network Design (SRND) guide, and the Hardware and Software
System Specification for Cisco Unified Customer Voice Portal Software.
This section contains the following topics:
• Sizing, page 11
• Backup and Restore, page 11
• Synchronizing Timestamps, page 12
Sizing
The Unified CVP reporting solution deployment options, together with related sizing
requirements, are discussed in the Cisco Unified Customer Voice Portal (CVP) Solution Reference
Network Design (SRND) guide.
Backup and Restore
Unified CVP utilizes RAID as protection against failure of a single drive in a mirrored pair.
However, RAID 10 will not protect against the loss of a site, loss of a machine, or a loss of both
mirrored drives.
Unified CVP allows customers, by means of the Operations Console, to schedule daily database
backups or to run database backups on-demand. This allows the customer to manually restore
the database if needed to the last backup time, so that the worst case scenario is losing about 24
hours worth of data.
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Chapter 2: - Planning for Reporting
Synchronizing Timestamps
Database backups are written to the local database server. However, storing backups only on a
local machine does not protect the customer against server failure or the loss of a site. Cisco
recommends that Unified CVP customers copy the backup files to a different machine, preferably
at a different location. Customers who choose to do this must assume all security and backup
management responsibilities.
Database backups are essentially the same size as the originating database. Due to disk size
limitations, Unified CVP can store a maximum of two backups. Customers who wish to store
more copies of database backups must copy the backups to another location.
Database restore is not supported through the Operations Console. To restore the Unified CVP
database, a customer must manually run the Informix command from a command prompt.
When restoring a pre-Unified CVP 7.0 version of Unified CVP reporting data, once the restore
is complete run the UpgradeReportingRunAsCVP_DBAdmin.bat script, which comes with
Unified CVP 7.0. This script will upgrade the schema and recreate the Unified 7.0 stored
procedures.
Note: Failure to run this script will leave the database and software in an inconsistent state with
respect to the rest of the Unified CVP 7.x installation.
Synchronizing Timestamps
Call Servers, VXML Servers, and Reporting Servers must have their clocks synchronized in
order to assure accurate timestamps in both the database and log files. Since Unified CVP
components do not themselves synchronize machine times, a cross-component time
synchronization mechanism, such as NTP, must be used.
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Chapter 3
Managing the Database
The Reporting Service does not itself perform database administrative and maintenance activities
such as backups or purges. However, Unified CVP provides access to such maintenance tasks
through the Operations Console.
Caution: The management of database and reporting users must be done using the
Operations Console. This ensures that all dependencies are synchronized. The changing
of passwords outside of this tool could result in the Reporting Server not being able to
connect to the database.
These same conditions will arise if passwords expire. If you implement a password
expiration policy, then ensure that you remember to use the Operations Console to change
the Informix, Database Administrator, and Database Users (see "Database Users" (page
19)) passwords before the passwords expire to avoid the possibility of data loss and/or
downtime.
It will be useful to familiarize yourself with the database management concepts discussed in
this chapter.
Note: The following maintenance tasks are supported by Unified CVP: database backups and
data purges. Database backup and purge cannot run at the same time. Purge should be scheduled
at least 3 hours before a backup. These jobs, as well as on-demand backup, should be run at
low call and reporting volume times. From the perspective of Unified CVP, database backups
are optional, data purges are mandatory. However, from the perspective of the user, database
backups should not be considered optional. See the discussion below.
The database backup and purge maintenance tasks are created as Windows Scheduled Tasks,
and can be viewed in the Scheduled Tasks window (Start > Programs > Accessories > System
Tools > Scheduled Tasks). Periodically, you should check the Scheduled Tasks to ensure the
Last Run Time was as expected and there are no status messages.
This section contains the following topics:
• Data Retention, page 14
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Chapter 3: - Managing the Database
Data Retention
•
•
•
•
•
•
Data Categories, page 16
Database Backup, page 16
Retries: Backup and Purge, page 17
Database Recovery, page 18
Database Users, page 19
Failure and Restoration, page 20
Data Retention
Via the Operations Console, users are able to select the time of day to run database purge, and
to set the number of days of data to be retained by data category. During schema creation, default
data retention values are specified for each data category. Note that a high level category, such
as Call, cannot have a lower retention time than a dependent category, such as Call Event.
Note: When you schedule a purge from the Operations Console, two Windows jobs are scheduled
on the Reporting Server. The time that you choose is used to schedule what is referred to as the
"Nightly purge" job. The other job is referred to as the "Midday purge" and is automatically
scheduled 12 hours from the Nightly purge. So, for example, if you schedule a purge at 2 A.M.,
then the Nightly purge is run at 2 A.M. and the Midday purge at 2 P.M.
• The Nightly purge performs a purge if necessary (as required by a data retention value, or
for an emergency purge—see below), in addition to other tasks like updating the database
statistics. If a purge is performed, the statistics are updated after the purge. In addition, on
Sundays, the Nightly purge also copies the Informix log file to a backup directory, creates a
new log file and deletes the old. The Nightly purge should be scheduled at a time of low call
and reporting volume.
• The midday purge is the same as the nightly purge. In the event that data volume spikes
during the day and an emergency purge is required, it will be handled at midday. Midday
purge also serves as a backup for the nightly purge. If the nightly purge fails to allocate new
fragments for new data, this will be taken care of by the midday purge. Even if a purge occurs,
this process is not system intensive in the same way that the Nightly purge is.
• During a purge, reporting users may be disconnected from the database, if they are holding
locks that contend with purge. Notify reporting users not to run reports at this time.
If the number of days of data that you chose to retain cannot be contained within the database,
then the database will 'emergency' purge old data to create space for new data. Emergency purge
is, therefore, a critical safety mechanism for Unified CVP. If used space has grown past the
system's high water mark, the user will be notified by an SNMP trap message and data will be
purged. The SNMP notification will alert the user to the loss of data and request that they shrink
their 'retention days' data settings. Users should reduce the number of actual days of data retained
until emergency purge is no longer required. Additionally, users can reduce the data generated
by means of data filters (for VXML Server application detail data filtering, see Chapter 4,
"Configuring the VXML Server for Reporting" (page 47)).
During a database purge operation, the Reporting Server disconnects from the database (though
for no more than 10 minutes) and starts buffering messages in memory until the purge is done.
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Chapter 3: Managing the Database
The same memory limitations as described in the section "Failure and Restoration" (page 20)
apply.
The remainder of this page is intentionally left blank.
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Chapter 3: - Managing the Database
Data Categories
Data Categories
The following data categories exist for Unified CVP. Note that a high level category, such as
Call, cannot have a lower retention time than a dependent category, such as CallEvent. For each
category, the default data retention times, in days, is given within parentheses.
level 1: Call (30)
level 2: -Call Event (30)
level 2: -VoiceXML Session (30)
level 3: --VoiceXML Element (15)
level 4: ---VoiceXML ECC Variable (15)
level 4: ---VoiceXML Interact Detail (15)
level 4: ---VoiceXML Session Variable (15)
level 4: ---VoiceXML Element Detail (15)
Database Backup
Unified CVP allows users to turn the scheduling of data backups on or off, as well as to run
backups on-demand. Backups are made to the Reporting Servers' local file system. By default,
scheduled backups are turned off.
Caution: Unified CVP backup scheduling is an optional feature. Backup is the responsibility
of the user. Data loss may occur if the backing up of files is not managed appropriately
by the user.
If Unified CVP backup scheduling is turned on, the backup frequency is once per day. Backups
should be scheduled to run no sooner than 3 hours after the scheduled purge job.
Additionally, users can run a backup on demand—as long as another backup, or a purge, is not
already running. All database backups are performed and stored on the local machine. Due to
space limitations, a maximum of two backups and a minimum of one backup will be available
at any time on the local machine. Having two files is critical. If the system was to fail while
writing a backup, and the failure was such that a restore is necessary, the older backup file would
be required for restore.
It is a best practice to:
• Keep a given backup for at least two weeks
• Check the integrity of the backup periodically
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Chapter 3: Managing the Database
Retries: Backup and Purge
Unified CVP uses the Informix backup utility ontape (for both backup and restore).
Unified CVP names backup files as follows. When a new backup launches—either scheduled,
or on demand from the Operations Console—the new file is named cvp_backup_data. The
Unified CVP backup script has been written to first copy the last backup file cvp_backup_data
to cvp_backup_data.old. This always leaves two backup files on the local system and makes it
easy for Unified CVP administrators to script copy jobs to move the files. The backup script
ensures that two backups cannot be launched at the same time.
Note: The backup script also ensures that a backup cannot be launched if a purge is underway,
and vice versa.
Storing a backup on the local machine does not protect against failure of that machine or loss
of a site. Cisco strongly recommends that customers manually or automatically create a job to
copy the cvp_backup_data.old file to a separate machine, preferably at a separate location.
Again, the user is responsible for managing backup data.
Note: Only the cvp_backup_data.old file can be copied. The cvp_backup_data file can not
be copied. Attempting to copy the cvp_backup_data file will lock the file and prevent another
backup from running.
For information on configuring backups, see Chapter 3, "Configuring the Reporting Server"
(page 21).
Retries: Backup and Purge
Occasionally, a backup or purge cannot run when scheduled. For example, if an on-demand
backup is running when a purge is scheduled to run, the purge will be prevented from running.
Retries of scheduled backups or purges are performed according to the following rules.
Note: There are no retries for an on-demand backup.
• A scheduled backup retries every 10 minutes, for up to 4 hours.
• A purge retries every 10 minutes, for up to 6 hours.
• At the end of 4 hours (for a backup) or 6 hours (for a purge), if the operation has not succeeded,
retries stop and an SNMP alert is sent.
• If both a backup and a purge are retrying simultaneously, there is no guarantee as to which
operation will run first.
• If a lock (the mechanism preventing a backup or purge from running) is over 12 hours old,
the system clears it.
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Chapter 3: - Managing the Database
Database Recovery
Database Recovery
Unified CVP database recovery returns the database to the state of the most recent complete
backup. For example, if the user schedules a backup at 01:00 and restores the database at 23:00,
the same day, the restored database is in the state it was in at 01:00.
Even though the Reporting Server can operate in partial mode, if the database is offline, Cisco
recommends stopping the Reporting Server during a database restore to ensure the database is
able to control all system resources to minimize the time it takes to complete the database restore.
Note: Data loss will occur if the Reporting Server is turned off and the message bus exceeds
its temporary persistence capabilities.
Caution: Prior to and following a database restore, the following steps must be performed:
1. Before the restore, disable scheduled tasks (backup, purge).
2. After the restore, re-enable scheduled tasks.
How to Perform a Complete Database Restore
The following task effects a complete restore of the full database if performed on the original
database server. It assumes that the backup was performed through Unified CVP.
Step 1
Go to Windows Services and stop the Informix IDS Service
Step 2
At the command line type: ontape –r
Step 3
Answer the prompts with the following answers:
Step 4
a.
Continue Restore? y
b.
Do you want to back up the logs? n
c.
Restore a level 1 archive? n
d.
Do you want to restore log tapes? n
After the program terminates, wait at least 5 minutes. At the command prompt, check the status
of Informix IDS Service by typing : onstat a.
If it returns 'IBM Informix Dynamic Server Version 10.00.xxx-- Fast Recovery…' then
wait another 5 minutes and recheck the status by typing: onstat - (10.00.xxx where
xxx is the database subversion number).
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Database Users
b.
If it returns 'IBM Informix Dynamic Server Version 10.00.xxx -- Quiescent…', change
the database to multiuser mode by typing: onmode -m then wait 2 minutes, and recheck
the status by typing: onstat –
c.
If it returns 'IBM Informix Dynamic Server Version 10.00.xxx -- On-Line', the database
is ready to support the Unified CVP application
Database Users
Unified CVP defines four categories of database users. The four categories are instance owner
(informix), database administrator, application user, and reporting user.
Instance Owner
During the Unified CVP installation, a user named informix is created. This user owns the
Informix instance and can run the IDS service. This account should never be used to access the
Unified CVP database.
Database Administrator
The cvp_dbadmin user will create, update, and own the database. This account should not be
used to run the database or to run reports against the system.
The cvp_dbadmin user can create and delete reporting users and perform database administrative
activities, such as purge and backup.
Application User
The Unified CVP JDBC uses cvp_dbuser to access the Informix database. This user has the
rights to connect, insert, update, and delete records in the Unified CVP database. If this user's
password expires, then data insertion and purge will fail. This could result in data loss.
Reporting User
Reporting users are created and deleted by a database administrator using the Operations Console.
Multiple reporting users are allowed. Reporting users have read-only access to the Unified CVP
database.
Only reporting users should be allowed to generate reports. As stated previously, reporting users
have read-only database access; therefore, they cannot accidentally modify the database schema
or database data.
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Chapter 3: - Managing the Database
Failure and Restoration
Failure and Restoration
• If the Reporting Server fails, messages destined for the Reporting Server are buffered by the
Call Server, in memory, up to 200,000 messages. After that limit is reached, all new messages
are dropped.
• If the database connection fails, the Reporting Server sends out an SNMP alert and starts
persisting messages to a file, up to a user specified limit. During this time the Reporting
Server stays In Service. When 75% of the specified limit is reached, a warning is written to
the log file. Once 100% of the limit is reached, an SNMP alert is sent out and the Reporting
Server goes into Partial Service—any new messages may be dropped.
When the database connection comes back up, the Reporting Server goes into recovery mode
and changes its state to Partial Service if it is not in that state already. It then starts reading
messages from the file and committing them to the database. Depending on the size of the
file, it may take a long time (sometimes hours) to commit all of the data to the database. Any
new messages that come in during recovery will be buffered in memory. There is, however,
a limit to the number of messages that the Reporting Server can buffer. This is true regardless
of the mode or state it is in. When the number of buffered messages reaches 100,000, an
SNMP alert is sent out to warn the user. At 200,000 another SNMP alert is sent out and all
new messages' detail information is dropped—keeping only basic data like call, call event,
and session information. Also at 200,000, the Reporting Server changes its state to Partial
Service, if it is not already in that state. After the total number of buffered messages reaches
300,000, another SNMP alert is sent out and all new messages are dropped from that point
forward.
When the number of messages in memory drops back below 50,000, an SNMP alert is sent
out stating that the queue size is back to normal, and the Reporting Server’s state goes back
to In Service.
• If, on startup, a persistent file exists, the Reporting Server stays in Partial Service and goes
into recovery mode as described above.
• During a database purge operation, the Reporting Server disconnects from the database and
starts buffering messages in memory until the purge is done. The same memory limitations
as described above apply in this case as well.
Caution: When the Reporting Server is in Partial Service, there are no guarantees that
new messages will be kept and committed to the database. They will be buffered in memory
for as much as possible, but at some point they may be dropped either partially or fully.
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Chapter 4
Configuring the Reporting Server
You can configure and manage the Reporting Server using the Unified CVP Operations Console,
a web-based interface from which you can configure the Unified CVP components in the Unified
CVP solution. From the Device Management menu, Reporting Server option, you can configure
one or more Reporting Servers.
Reporting provides historical reporting to a distributed self-service deployment in a call center.
The Reporting Server receives reporting data from one or more Call Servers and VXML servers,
and stores that data in an Informix database. Call data is stored in a relational database, on which
you can write custom reports. Administrators can use the Operations Console to schedule data
purge and database backups. Multiple Call Servers can send data to a single Reporting Server.
You can use third-party reporting tools, such as, Crystal Reports to generate and view reports
on call data.
This section contains the following topics:
•
•
•
•
•
•
•
Adding a Reporting Server to the Operations Console, page 21
Editing a Reporting Server in the Operations Console, page 26
Applying a License to a Reporting Server Using the Operations Console, page 40
Deleting a Reporting Server From the Operations Console, page 41
Viewing Reporting Statistics, page 42
Finding a Reporting Server in the Operations Console, page 44
Adding and Removing a Device from a Device Pool, page 45
Adding a Reporting Server to the Operations Console
Adding a Reporting Server to the Operations Console adds its configuration to the Operations
Console database and adds it to the list of Reporting Servers in the Control Panel. When you
add a Reporting Server, you must associate it with one or more Call Servers. Call data for all
SIP, H.323, and VoiceXML calls handled by the Call Servers is stored in the Reporting Database.
You can also add the server to one or more logical groups of devices, called device pools.
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Adding a Reporting Server to the Operations Console
Adding a Reporting Server
Create a new Reporting Server either by using an existing Reporting Server configuration as a
template or by filling in its values from scratch.
Before You Begin
You must configure the Call Server to associate with the Reporting Server before configuring
the Reporting Server.
Collect the following information about the Reporting Server and Reporting Database during
the installation of Unified CVP software:
Information Needed:
• Host name of the Call Server associated with the Reporting Server
• Host name and IP address of the server on which the Reporting Database resides
• The Reporting password that was entered during installation
Procedure
To add a Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server.
A window listing Reporting Servers opens.
Note: To use an existing Reporting Server as a template for creating the new Reporting Server,
select the Reporting Server by clicking the radio button preceding it and then click Use As
Template.
Step 2
Click Add New.
The Reporting Server Configuration window opens to the General Tab.
Step 3
Enter the IP Address and Hostname for the Reporting server and any other desired information.
Step 4
Associate one or more Call Servers to the Reporting server by selecting a Call Server listed in
the Available pane and clicking the right arrow to add it to the Selected pane.
Step 5
Select the Reporting Properties tab and configure reporting properties.
Step 6
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
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Step 8
When you finish configuring the Reporting Server:
a.
click Save to save the settings in the Operations Server database
b.
Or click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
See Also
Deleting a Reporting Server (page 41)
Editing a Reporting Server (page 26)
Reporting Server General Tab Configuration Settings (page 23)
Reporting Server Properties Tab Configuration Settings (page 24)
Adding and Removing a Device from a Device Pool (page 45)
Reporting Server Infrastructure Settings (page 24)
Viewing Device State (page 26)
Configuring General Reporting Server Information
You can configure settings that identify the Reporting server, associate it with one or more Call
Servers, and enable or disable security on the General Tab.
Table 1: Reporting Server General Tab Configuration Settings
Field
Description
Default
Range
IP Address
The IP address of the Reporting server
None
Valid IP address
Hostname
The host name of the Reporting server
machine
None
Valid DNS name, which
can include letters in the
alphabet, the numbers 0
through 9
Description
An optional text description for the
Reporting server
None
Up to 1,024 characters
General
Enable Secure
Select to enable secure communications
Off
Communication with the between the Operations Server and this
Operations Console
component. The Reporting Server is
accessed using SSH and files are transferred
using HTTPS.
On or Off
You must configure secure communications
before you enable this option. See Chapter
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Field
Description
Default
Range
6 in the Configuration and Administration
Guide for Unified Customer Voice Portal.
Associate Call Servers
A given Call Server can
only be associated with
one Reporting Server.
Select one or more Call Servers to associate None
with the Reporting Server. You must select
at least one Call Server. Call data for all SIP,
H.323, and VoiceXML calls handled by this
Call Server will be stored in the Reporting
Database. Click the right arrow to add a Call
Server to the Selected pane.
Click the left arrow to remove a Call Server
from the Selected pane.
Configuring Reporting Properties
You can configure Reporting Server settings on the Reporting Properties Tab.
Table 2: Reporting Server Reporting Properties Tab Configuration Settings
Field
Description
Default
Range
Restart
Required
Configuration
Enable Reporting
Enables the Reporting Server to
Yes
receive call data from the associated
Call Server(s).
Yes or No
Yes
Max. File Size (MB):
Defines the maximum size of the file 100
used to record the data feed messages
during a database failover. Note that
this can be limited by the amount of
free disk space.
1 through 1000
No
Enables Quality of Service (QoS)
default
between the Reporting Server and the
Call Server.
af11, af12, af13, Yes
af21, af22, af23,
af31, af32, af33,
af41, af42, af43,
cs1, cs2, cs3, cs4,
cs5, cs6,
cs7,default, ef
QoS
Select QoS Level
Note: For more information, see
Implementing Quality of Service
Policies with DSCP (Document ID:
10103) at http://www.cisco.com/
warp/public/105/dscpvalues.html.
Configuring Reporting Server Infrastructure Settings
The Reporting Server publishes statistics on the total number of reporting events received from
the VXML Server, the SIP Service, and the IVR Service. It also publishes the total number of
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Adding a Reporting Server to the Operations Console
times the Reporting Server writes data to the Reporting database. You can configure the interval
at which the Reporting Server publishes statistics, the maximum log file and directory size, and
the details for recording syslog messages on the Reporting Server Infrastructure tab.
Table 3: Reporting Server Infrastructure Tab Configuration Settings
Field
Description
Default
Range
Configuration: Thread Management
Maximum Threads
(Required) The maximum thread pool size in the 300
Reporting Server Java Virtual Machine.
100 - 1000
The Reporting Server publishes statistics at this 30 minutes
interval.
10 - 1440
(Required) Maximum size of the log file in
5 MB
megabytes. The log file name follows this format:
CVP.DateStamp.SeqNum.log example:
1 MB - Max Log
Directory Size
Advanced
Statistics Aggregation
Interval
Log File Properties
Max Log File Size
Max Log Dir Size
divided by Max Log File
Size cannot be greater
than 5,000.
For example: CVP.2006-07-04.00.log
After midnight each day, a new log file is
automatically created with a new date stamp. Also,
when a log file exceeds the max log file size, a
new one with the next sequence number is created,
for example, when CVP.2006-07-04.00.log
reaches 5 MB, CVP.2006-07-04.01.log is
automatically created.
Max Log Directory Size (Required) Maximum size of the directory
containing Reporting Server log files.
500 MB
500 - 50000 MB
Max Log File size <
Max Log Directory Size
Max Log File size > 1
Max Log Dir Size / Max
Log File Size cannot be
greater than 5.000
Configuration: Syslog Settings
Syslog Server
Name of the server to which the Reporting Server None
writes log messages.
Not applicable
Syslog Server Port
Number
Port number of the Syslog server.
Any available port
number. Valid port
numbers are integers
between 1 and 65535.
Backup Server
Name of a backup server to which the Reporting None
Server writes log messages.
None
Not applicable
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Editing a Reporting Server in the Operations Console
Field
Description
Default
Range
Backup Server Port
Number
Port number of the backup Syslog server.
None
Any available port
number. Valid port
numbers are integers
between 1 and 65535.
Viewing Device State
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:
Device Information:
• 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 solutions, refer to the Troubleshooting Guide
for Cisco Unified Customer Voice Portal.
• Description - An optional text description for the device.
Editing a Reporting Server in the Operations Console
You can change the properties of a Reporting Server that has been added to the Operations
Console. In edit mode, the Database Administration and File Transfer menus are also available.
From the Database Administration menu, you can manage reporting users, run database backups,
configure database purge, and view database details. From the File Transfer menu, you can
transfer one license file at a time to the Operations Console and then apply that license to a
Reporting Server. You can also transfer the Log Messages XML file between the Operations
Console and the Reporting Server.
Editing a Reporting Server
Procedure
To edit a Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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Editing a Reporting Server in the Operations Console
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens.
Step 3
If you have not already applied a license, select File Transfer in the toolbar and then click
Licensing.
The File Transfer page displays.
Step 4
On the General Tab, change the desired general information. You cannot change the IP address
or hostname of the Reporting Server.
Step 5
Select the Reporting Properties Tab, then configure reporting properties.
Step 6
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the Reporting Server:
a.
click Save to save the settings in the Operations Server database
b.
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
See Also
Deleting a Reporting Server (page 41)
Adding a Reporting Server (page 22)
Configuring Reporting Properties (page 24)
Adding and Removing a Device from a Device Pool (page 45)
Finding a Reporting Server (page 44)
Viewing Device State (page 26)
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Editing a Reporting Server in the Operations Console
Changing a Reporting Database User Password
The Unified CVP installation procedure creates the following three user accounts and sets an
initial password for each account. You can change passwords from the Reporting Server screen
in edit mode, but you can only change one user password at a time.
• Informix User (Instance Owner) - Starts and stops the Reporting database, using Informix
tools.
• Unified CVP Database Administrator - Uses the Operations Console to run backups, schedule
purges, check database used space, and add and remove Reporting users.
• Unified CVP Database User (Application User) - Connects, inserts, and updates records in
the Informix database. This user cannot modify the Reporting schema.
Procedure
To change a reporting database user password:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select the Reporting Server to edit by clicking the link to its name under the Hostname column.
Step 3
Click Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 4
Select the Database Administration menu in the toolbar, then select Change User Passwords.
The Reporting Server: Change User Passwords page opens, displaying the IP address and host
name for the currently selected Reporting Server.
Step 5
In the User field, use the drop-down menu to select the user whose password you want to change.
Step 6
In Old Password field, enter the existing password for that user.
Step 7
In the New Password field, enter the new password.
Note: Passwords must follow guidelines for secure passwords.
Step 8
In the Reconfirm Password field, retype the new password.
Step 9
Click Save & Deploy to save the changes to the Operations Console database and deploy them
to the Reporting Server.
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See Also
Running Reporting Database Backups (page 31)
Configuring Reporting Database Purge (page 33)
Managing Reporting Users (page 29)
Guidelines for Choosing Secure Passwords (page 36)
Viewing Reporting Database Details (page 35)
Getting Reporting Server Statistics (page 43)
Managing Reporting Users
The Unified CVP Database Administrator should create reporting users to run reports against
the Reporting database. Reporting users should have read-only access to the Reporting database,
so they cannot accidentally modify the database schema or data.
Adding New Reporting Users
To add a new reporting user to the Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select the Database Administration menu in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens, listing the IP address and host name for
the currently selected Reporting Server.
Step 4
In the Manage Users pane, click 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.
Step 7
In the Reconfirm Password field, retype the password.
Step 8
In the Database Administrator Password field, enter the Database Administrator's password
.
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Step 9
Click Add to add the user.
See Also
Changing Reporting User Passwords (page 30)
Removing Reporting Users (page 31)
Changing Reporting Database User Passwords (page 27)
Finding a Reporting Server (page 44)
Changing a Reporting User's Password
To change a reporting user's password:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select the Database Administration menu in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens, listing the IP address and host name for
the currently selected Reporting Server.
Step 4
In the Manage Users pane, click Change Password.
Step 5
From the Available users list, select the user whose password you want to change and click
the left arrow. The user name will appear in Username field.
Step 6
In the Old Password field, enter the user's original password.
Step 7
In the New Password field, enter the new password.
Step 8
In the Reconfirm Password field, retype the new password.
Step 9
Click Change to make the change.
See Also
Changing Reporting Database User Passwords (page 27)
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Editing a Reporting Server in the Operations Console
Changing Reporting User Passwords (page 30)
Removing Reporting Users (page 31)
Adding New Reporting Users (page 29)
Changing Reporting Database User Passwords (page 27)
Finding a Reporting Server (page 44)
Removing Reporting Users
To remove a reporting user from the Reporting Server:
Step 1
Choose Device Management > Reporting Server.
The Find, Add, Delete, Edit Reporting Server window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select Database Administration in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens; it lists the IP address and host name for
the currently selected Reporting Server.
Step 4
From the Available users list, select the user to remove and click the left arrow.
Step 5
In the Database Administrator Password field, enter the Database Administrator's password.
Step 6
Click Delete to delete the selected user.
See Also
Adding New Reporting Users (page 29)
Changing Reporting User Passwords (page 30)
Changing Reporting Database User Passwords (page 27)
Finding a Reporting Server (page 44)
Running Reporting Database Backups
By default, Reporting Database backups are disabled. You can choose to schedule backups of
the Reporting database or run backups on demand. When you enable backups, files are saved
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to the Reporting Server's local file system. You are responsible for managing backed-up files.
Scheduled backups occur once each day. You can configure the time of day at which backups
occur. A maximum of two backups and a minimum of one backup will be available at any time
on the local machine.
Procedure
To run a reporting database backup:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Click Edit.
The Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Reporting Database
Backups.
The Reporting Server - Database Backup Activities page appears; it lists the IP address and host
name for the currently selected Reporting Server.
Step 4
To launch a backup immediately, click Backup Now. To schedule a time for daily backups,
select Schedule Daily Backups and then select the hour and minute of the start time.
Step 5
Enter the Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 27)
Configuring Reporting Database Purge (page 33)
Managing Reporting Users (page 29)
Viewing Reporting Database Details (page 35)
Getting Reporting Server Statistics (page 43)
Cancelling Reporting Database Backups
By default, Reporting Database backups are disabled. You can choose to schedule backups of
the Reporting database or run backups on demand. You can cancel daily backups at any time.
Procedure
To cancel a reporting database backup:
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Editing a Reporting Server in the Operations Console
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Reporting Database
Backups.
The Reporting Server - Database Backup Activities page displays. The IP address and host
name for the currently selected Reporting Server are listed.
Step 4
Click Cancel Daily Backups.
Step 5
Enter your Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 27)
Configuring Reporting Database Purge (page 33)
Managing Reporting Users (page 29)
Viewing Reporting Database Details (page 35)
Getting Reporting Server Statistics (page 43)
Configuring Reporting Database Purge
You can purge call data from the Reporting Database. Data purge is run daily at the time you
specify. Each category of call data is retained for a default number of days, before being purged.
Procedure
To configure Reporting Database purge settings:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
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Step 3
Select the Database Administration menu in the toolbar, then select Data Purge.
The Reporting Server - Database Purge Settings page opens, displaying the IP address and host
name for the currently selected Reporting Server.
Step 4
In the Data Purge section of the page, you can change the data retention time for each category
of data.
Step 5
Select the hours and minutes to run the purge each day.
Step 6
Enter your Database Administrator Password and click Save & Deploy.
See Also
Running Reporting Database Backups (page 31)
Cancelling Reporting Database Backups (page 32)
Changing a Reporting Database User Password (page 27)
Managing Reporting Users (page 29)
Viewing Reporting Database Details (page 35)
Getting Reporting Server Statistics (page 43)
Categories of Reporting Data that Can Be Purged
Using the Operations Console, you can select the time of day to run database purge, and set the
number of days the data will be retained by data category. The following table describes each
category of data that you can purge from the Reporting Database and lists the default number
of days that this data is kept before purging.
Note: A high level category, such as Call, cannot have a lower retention time than a dependent
category, such as Call Event.
Table 4: Number of Days to Retain Data Before Purging
Data Category
Description
Default
Call
Detailed information about calls received by Unified CVP.
30
Call Event
Call state change event messages published by the Call Server and VXML 30
Server. SIP and IVR services publish call state change event messages
when a SIP call or H.323 call changes its state. Messages include call
initiated, transferred, terminated, aborted, or an error state.
VoiceXML Session
VoiceXML session data includes application names, session ID, and
30
session variables. Session variables are global to the call session on the
VXML Server. Unlike element data, session data can be created and
modified by all components (except the global error handler, hot events,
and XML decisions).
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Data Category
Description
Default
VoiceXML Element
A VoiceXML element is a distinct component of a voice application call 15
flow whose actions affect the experience of the caller. A VoiceXML
element contains detailed script activity to the element level, such as,
Call Identifiers, activity time stamp, VoiceXML script name, name and
type of the VoiceXML element, and event type.
VoiceXML ECC Variable
Expanded Call Context (ECC) variables that are included in VoiceXML 15
data. Unified CVP uses ECC variables to exchange information with
Unified ICME. For a complete list and description of ECC variables,
see the Configuration and Administration Guide for Cisco Unified
Customer Voice Portal .
VoiceXML Voice Interact Detail Application detailed data at the script element level from the VXML
Server call services. This data includes input mode, utterance,
interpretation, and confidence.
15
VoiceXML Session Variable
VoiceXML session variables are global to the call session on the VXML 15
Server.
VoiceXML Element Detail
The names and values of element variables.
15
The data categories are hierarchical as described in Data Categories (page 16).
Viewing Database Details
You can view the size of a Reporting database.
Procedure
To view database details:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Database Details.
The Reporting Server - Disk Drives: Housing Database Files page opens, displaying the IP
address and host name for the currently selected Reporting Server along with the following
database information:
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Editing a Reporting Server in the Operations Console
Reporting Database Details:
• Database Name - Name of the database
• Total Size (MB) - Total data size
• Free size (MB) - Amount of space that has not been taken by extents
• Used Size (MB) - Data space used
• Extent size (MB) - Space reserved for tables. This size may be greater than the total size.
• % Free Size - The percent of space that has not been extended (reserved). This might be
greater than 100%.
See Also
Running Reporting Database Backups (page 31)
Cancelling Reporting Database Backups (page 32)
Changing a Reporting Database User Password (page 27)
Configuring Reporting Database Purge (page 33)
Managing Reporting Users (page 29)
Getting Reporting Server Statistics (page 43)
Guidelines for Choosing Secure Passwords
Note: Reporting passwords are subject to both the Unified CVP password policy, which is
indicated below, 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.
Passwords must meet all the following criteria:
Passwords must only contain the following ASCII characters:
• Maximum password length is eighty (80) characters.
• Minimum password length is eight (8) characters.
• The password must contain characters from at least three of the following classes: lowercase
letters, uppercase letters, digits, and special characters.
– Lowercase letters (abcdefghijklmnopqrstuvwxyz)
– Uppercase letters (ABCDEFGHIJKLMNOPQRSTUVWXYZ)
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Editing a Reporting Server in the Operations Console
– Digits (0123456789)
– The following special characters:
!"#$%&'()*+,-./
:;<=>?@
[\]^_`
{|}~
• No character in the password can be repeated more than three (3) times consecutively.
• Password must not repeat or reverse username. Password is not "cisco", "ocsic", or any variant
obtained by changing the capitalization of letters therein.
Uploading a Log Messages XML File
You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine
from any Unified CVP server. After downloading the file, you can edit it to configure the way
Unified CVP event notifications are handled. Then after you edit the file, you can upload the
customized file to any Unified CVP server.
If you want to transfer multiple files at a time, use the Bulk Administration menu.
Procedure
To upload a Log Messages XML file from a Unified CVP Server to the Operations Console:
Step 1
From the Device Management menu, choose the type of server to which you want to upload
a syslog XML file. For example, to upload a file to a VXML Server, choose Device Management
> VXML Server.
The Find, Add, Delete, Edit window lists servers that have been added to the control panel.
Step 2
Select a server by clicking on the link in its Hostname field or by clicking the radio button
preceding it and then clicking Edit.
Step 3
Select File Transfer in the toolbar and then click Log Messages XML File Upload.
The Log Messages XML Upload page displays.
Step 4
In the Select a Log Messages XML file from your local PC text box, enter a file name or click
Browse and search for the file on your local system..
Step 5
Click Upload to transfer the selected file to the Unified CVP Server.
Step 6
Shut down and then start the corresponding Unified CVP Server.
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Editing a Reporting Server in the Operations Console
See Also
Downloading a Log Messages XML File (page 37)
Editing the Log Massages XML File (page 39)
Bulk Administration File Transfer (page 54)
Downloading a Log Messages XML File
You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine
from any Unified CVP server. After downloading the file, you can edit it to configure the way
Unified CVP event notifications are handled. Then after you edit the file, you can upload the
customized file to any Unified CVP server.
If you want to transfer multiple files at a time, use the Bulk Administration menu.
Procedure
To download a Log Messages XML file from the Operations Console to a Unified CVP Server:
Step 1
From the Device Management menu, choose the type of server from which you want to download
a syslog XML file. For example, to download a file to a VXML Server, choose Device
Management > VXML Server.
The Find, Add, Delete, Edit window lists any servers that have been added to the control panel.
Step 2
Select a server by clicking on the link in its Hostname field or by clicking the radio button
preceding it and then clicking Edit.
Step 3
Select File Transfer in the toolbar and then click Log Messages XML File Download.
The Log Messages XML Download page displays.
Step 4
Click Download to transfer the XML file to the server.
A message indicates that this operation might take some time. Click OK to continue with the
download or click Cancel to cancel the download.
See Also
Uploading a Log Messages XML File (page 37)
Editing the Log Messages XML File (page 39)
Bulk Administration File Transfer (page 54)
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Editing a Reporting Server in the Operations Console
Editing the Log Messages XML File
The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP
management station or Syslog server) and possible resolution for Unified CVP log messages.
This file also identifies an event type identifier and message text identifier for each event. The
identifiers are stored in the resource properties file, CVPLogMessages.properties.
Each Unified CVP Call Server, VXML Server, and Reporting Server has a log messages XML
file and log message file. You can edit the CVPLogMessages.xml file on a particular Unified
CVP server to customize the severity, destination and possible resolution for each event that
the server generates. You can also edit the CVPLogMessages.properties file to change the
text of the message that is generated when an event occurs on that server.
Use any plain-text editor (one that does not create any markup) or XML editor to edit the
CVPLogMessages.xml file. Use a resource file editor, if available, to edit the
CVPLogMessages.properties file. If a resource file editor is not available, use a text editor.
Message Element
Possible Values
What it Means
Name
Resource="identifier"
Identifies the event type described in the
CVPLogMessages.properties file.
Body
Resource="identifier"
Identifies the message text described in the
CVPLogMessages.properties file.
Severity
0 to 6
Identifies the severity level (page 39) of the event.
SendToSNMP
True or false
Set to true, to send this message, when logged, to an
SNMP manager, if one is configured.
SendToSyslog
True or false
Set to true to send this message, when logged, to a
Syslog server, if one is configured.
SNMPRaise
True or false
Set to true to identify this message, when logged, as
an SNMP raise event, which the SNMP management
station can use to initiate a task or automatically take
an action.
Set to false to identify this message as an SNMP clear
when sent to an SNMP management station. An
SNMP clear event usually corresponds to an SNMP
raise event, indicating that the problem causing the
raise has been corrected. An administrator on an
SNMP management station can correlate SNMP raise
events with SNMP clear events.
Unified CVP Event Severity Levels
The following table describes the available severity levels for Unified CVP events. You can set
the severity level for an event by editing the log messages XML file, CVPLogMessages.xml,
on the server that generates events. For instructions on editing this file, see Editing the Log
Messages XML File (page 39).
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Applying a License to a Reporting Server Using the Operations Console
Level
Severity
Purpose
EMERGENCY
0
System or service is unusable
ALERT
1
Action must be taken immediately
CRITICAL
2
Critical condition, similar to ALERT, but not necessarily
requiring an immediate action
ERROR
3
An error condition that does not necessarily impact the
ability of the service to continue to function
WARN
4
A warning about a bad condition, which is not necessarily
an error
NOTICE
5
Notification about interesting system-level conditions,
which are not errors
INFO
6
Information about internal flows or application or
per-request information, not system-wide information
Applying a License to a Reporting Server Using the Operations Console
Applying a License to a Reporting Server
You must apply a valid license file after configuring a Reporting Server. You can browse for
and upload the license file to the Operations Console, and then transfer the license to the
Reporting Server. Select either an existing license file in the Operations Console database or a
new license file from your local desktop.
Note: Each Reporting Server IP address requires a unique license. You must apply the correct
license to the Reporting Server.
Procedure
To apply a license file:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Server window lists any Reporting Servers that have
been added to the control panel.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select File Transfer in the toolbar and then click Licensing.
The File Transfer page displays.
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Deleting a Reporting Server From the Operations Console
Step 4
Step 5
If the license file is not listed in the Select From Available License Files box:
a.
Click Select a License File from Your Local PC
b.
Enter the file name of the license for this Reporting Server in the text box or click Browse
to search for the license file on the local file system
If the license is listed in the Select From Available License Files box, select the matching license
file and then click Transfer to transfer the selected license file to the Reporting Server.
The license is applied to the selected Reporting Server.
See Also
Finding a Reporting Server (page 44)
Deleting a Reporting Server From the Operations Console
Deleting a Reporting Server
You can remove a Reporting Server from the Operations Console. Deleting a Reporting Server
removes its configuration from the Operations Console database and removes the Reporting
Server from the displayed list of Reporting Servers.
Procedure
To delete a reporting server:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window displays.
Step 2
Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server
(page 44) topic.
Step 3
From the list of matching records, choose the Reporting Server that you want to delete.
Step 4
Click Delete.
Step 5
When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel
the delete operation.
See Also
Adding a Reporting Server (page 22)
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Viewing Reporting Statistics
Viewing Reporting Statistics
The Reporting Server publishes statistics that include the number of events received from the
IVR, SIP, and VoiceXML services during an interval and the total events published since the
Reporting Server started.
Reporting Server Statistics
Reporting Server statistics include the total number of events received from the IVR, SIP, and
VoiceXML services.
Access Reporting Server statistics either by:
• Choosing System > Control Center, selecting a Reporting Server, and then clicking the
Statistics icon in the toolbar.
• Choosing Device Management > CVP Reporting Server, selecting a Reporting Server,
and then clicking the Statistics icon in the toolbar.
Table 5: Reporting Server Statistics
The following table describes the Reporting Server statistics.
Statistic
Description
Interval Statistics
Start Time
The time the system started collecting statistics for the current interval.
Duration Elapsed
The amount of time that has elapsed since the start time in the current
interval.
Interval Duration
The interval at which statistics are collected. The default value is 30
minutes.
VXML Events Received
The total number of reporting events received from the VoiceXML service
during this interval. For each reporting event received from the VoiceXML
service, this metric will be increased by one.
SIP Events Received
The total number of reporting events received from the SIP Service during
this interval. For each reporting event received from the SIP Service, this
metric will be increased by one.
IVR Events Received
The total number of reporting events received from the IVR service in
the interval. For each reporting event received from the IVR service, this
metric will be increased by one.
Database Writes
The total number of writes to the database made by the Reporting server
during the interval. For each write to the database by the Reporting server,
this metric will be increased by one.
Aggregate Statistics
Start Time
The time the service started collecting statistics.
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Viewing Reporting Statistics
Statistic
Description
Duration Elapsed
The amount of time that has elapsed since the service start time.
VXML Events Received
The total number of reporting events received from the VoiceXML Service
since the service started. For each reporting event received from the
VoiceXML Service, this metric will be increased by one.
SIP Events Received
The total number of reporting events received from the SIP Service since
the service started. For each reporting event received from the SIP Service,
this metric will be increased by one.
IVR Events Received
The total number of reporting events received from the IVR Service since
the service started. For each reporting event received from the IVR Service,
this metric will be increased by one.
Database Writes
The total number of writes to the database made by the Reporting server
since startup. For each write to the database by the Reporting server, this
metric will be increased by one.
Getting Reporting Statistics
Reporting Server statistics include the total number of events received from the IVR, SIP, and
VoiceXML services.
Procedure
To get Reporting Server statistics:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select Statistics in the toolbar.
The Reporting Server statistics (page 42) are listed in the Reporting tab.
See Also
Running Reporting Database Backups (page 31)
Cancelling Reporting Database Backups (page 32)
Changing a Reporting Database User Password (page 27)
Configuring Reporting Database Purge (page 33)
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Finding a Reporting Server in the Operations Console
Managing Reporting Users (page 29)
Viewing Reporting Database Details (page 35)
Finding a Reporting Server in the Operations Console
The Operations Console provides a basic and advanced search feature for locating a specific
Reporting Server.
Finding a Reporting Server
The Operations Console lets you locate a Reporting Server on the basis of specific criteria. Use
the following procedure to locate a Reporting Server.
Procedure
To find a Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server from the Main menu.
A list of the available Reporting Servers appears, 10 at a time, sorted by name.
Step 2
If the list is long, click Next to view the next page of available devices.
Step 3
If you know the name of a particular Reporting Server, enter its name in the Search text box
and then click Go.
Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search
text box is empty, all Reporting Servers are listed.
Step 4
To perform an advanced search, click Advanced. From the first Advanced Search window
drop-down list box, choose one of the following criteria:
Search criteria:
• Hostname
• IP address
• Description
Step 5
From the second window drop-down list box, choose one of the following criteria:
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Adding and Removing a Device from a Device Pool
Search criteria:
• begins with
• contains
• ends with
• is exactly
• is empty
Step 6
Specify the appropriate search text, if applicable, and click Find.
Adding and Removing a Device from a Device Pool
Device Pools are logical groupings of devices, for example, SanJose-Gateways. Device pools
provide a convenient way to define a set of common characteristics that can be assigned to
devices, for example, the region in which the devices are located. The system creates a default
device pool, which contains all devices. Every device you create is automatically assigned to
the default device pool. You can never remove the default device pool from the selected device
pool list. The default device pool ensures that the Administrator can view and manage all devices.
You can create device pools and assign devices to the device pools you created.
Adding or Removing a Device From a Device Pool
Procedure
To add or remove a device from a device pool:
Step 1
From the Device Management menu, choose the type of device you want to add to or remove
from a device pool. For example, to add a Reporting Server to a device pool, select CVP
Reporting Server from the menu.
A window listing known devices of the type you selected displays. For example, if you selected
Reporting Server, known CVP Reporting Servers are listed.
Step 2
Select the device by checking the checkbox preceding it or highlighting the device and then
clicking Edit.
Step 3
Select the Device Pool tab.
Step 4
If:
Then:
You want to add a device to a
device pool
Select the device pool from the Available pane, and then
click the right arrow to move the pool to the Selected pane.
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Adding and Removing a Device from a Device Pool
If:
Then:
You want to remove a device from Select the device pool from the Selected pane, and then
click the left arrow to move the device pool to the
a device pool
Available pane.
Step 5
Click Save.
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Chapter 5
Configuring the VXML Server for Reporting
The VXML Server is a J2EE-compliant application server that provides a complete solution
for rapidly creating and deploying dynamic VoiceXML applications. If you installed a VXML
Server, you must configure it before using it to deploy VoiceXML applications or licenses.
This section contains the following topics:
• Adding a VXML Server to the Operations Console, page 47
• Editing a VXML Server in the Operations Console, page 49
• Transferring a File to Multiple Devices, page 54
Adding a VXML Server to the Operations Console
Adding a VXML Server to the Operations Console adds its configuration to the Operations
Console database and adds it to the list of VXML Servers in the Control Panel. When you add
a VXML Server, you must associate it with a Call Server. The VXML Server uses the message
service on this Call Server to communicate with the Reporting Server.
You can also add a VXML Server to one or more logical groups of devices, called device pools,
and configure publishing statistics. See Adding and Removing a Device from a Device Pool
(page 45) for additional information about how to add a server to a device pool.
Adding a VXML Server
Before You Begin
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Adding a VXML Server to the Operations Console
Do the following before adding a VXML Server to the Operations Console:
• Collect the host name or IP address of the VXML Server during the installation of Unified
CVP software.
• Install and configure at least one Call Server before configuring the VXML Server.
• Review Call Studio scripts, noting any of the following items you want to include or exclude
from VXML Server reporting data:
– Application names
– Element types
– Element names
– Element fields
– ECC variables
Procedure
To add a VXML Server:
Step 1
Choose Device Management > VXML Server.
The Find, Add, Delete, Edit VXML Servers window opens.
Note: To use an existing VXML Server as a template for creating the new VXML Server, select
the VXML Server by clicking the radio button preceding it and then click Use As Template.
Step 2
Click Add New.
The VXML Server Configuration window opens to the General Tab.
Step 3
Enter the general server information and choose a primary Call Server.
Step 4
Optionally, choose a backup Call Server.
Step 5
Select the Configuration Tab, then configure VXML Server properties.
Step 6
Optionally, select the Device Pool tab and add the VXML Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the VXML Server:
a.
click Save to save the settings in the Operations Server database
b.
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
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Editing a VXML Server in the Operations Console
Step 9
Shut down and then restart the VXML Server and the primary and backup Call Servers.
Editing a VXML Server in the Operations Console
You can change the properties of a VXML Server that has been added to the Operations Console.
In edit mode, the Statistics, File Transfer, and System Id menus are also available. From the
Statistics menu, you can view call statistics published by the VXML Server. From the File
Transfer menu, you can transfer license files, VoiceXML script files, and log messages to the
VXML Server. The System Id menu provides an option to generate a unique system identifier
for the XML Server. You will need the System Id when getting a license for this server.
Editing a VXML Server
Before You Begin
You can edit the configuration for a VXML Server that has been added to the Operations Console
Control Center.
Procedure
To edit a VXML Server configuration:
Step 1
Choose Device Management > VXML Server.
The Find, Add, Delete, Edit VXML Servers window opens.
Step 2
From the list of matching records, choose the VXML Server that you want to edit.
Step 3
Click Edit.
The VXML Server Configuration window opens to the General Tab.
Step 4
Change any general server information. You cannot change the IP address of the VXML Server.
Step 5
Select the Configuration Tab, then configure VXML Server properties.
Step 6
Optionally, select the Device Pool tab and add the VXML Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the VXML Server:
a.
click Save to save the settings in the Operations Server database
b.
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
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Editing a VXML Server in the Operations Console
Step 9
Shut down and then restart the VXML Server and—if they have changed—the primary and
backup Call Servers.
VXML Server General Properties
You can configure settings that identify the VXML Server and choose a primary, and optionally,
a backup Call Server to communicate with the Reporting Server. You can also enable secure
communications between the Operations Console and the VXML Server.
Table 6: VXML Server General Configuration Settings
Field
Description
Default
Range
Restart/Reboot
Needed
IP Address
The IP address of the VXML Server
None
A valid IP address
No
Hostname
The host name of the VXML Server.
None
Host names must be valid DNS names,
which can include letters in the alphabet,
the numbers 0 through 9, and a dash.
A valid DNS name,
No
which includes uppercase
and lowercase letters in
the alphabet, the numbers
0 through 9, and a dash
Description
The description of the VXML Server.
Less than or equal to
1024 characters
No
Enable secure
communication
with the Operations
Console
Select to enable secure communications None
between the Operations Console and this
component. The device is accessed using
SSH and files are transferred using
HTTPS.
On or Off
Yes - reboot
Primary Call Server The VXML Server uses the message
None
service on this Call Server to
communicate with the Reporting Server.
Select a primary Call Server from the
drop-down list. The drop-down list
includes all Call Servers added to the
Operations Console.
Not applicable
Yes - Restart Call
Server and
VXML Server
Backup Call Server The VXML Server uses the message
None
service on this Call Server to
communicate with the Reporting Server
if the Primary Call Server is
unreachable. Select a backup Call Server
from the drop-down list. The drop-down
list includes all Call Servers added to the
Operations Console.
Not applicable
Yes - Restart Call
Server and
VXML Server
General
None
Call Servers
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Editing a VXML Server in the Operations Console
VXML Server Configuration Properties
From the VXML Server Configuration tab, you can enable reporting of VXML Server script
and call activities to the Reporting Server. When enabled, the VXML Server reports on call and
application session summary data. Call summary data includes call identifier, start and end
timestamp of calls, ANI, and DNIS. Application session data includes application names, session
id, and session time stamps.
If you choose detailed reporting, Call Studio script details are reported, including element access
history, activities within the element, element variables and element exit state. Customized
values added in the Add to Log element configuration area in Call Studio scripts are also
included in reporting data. Optionally, you can create report filters that define which data are
included and excluded from being reported.
Table 7: VXML Server Configuration Settings
Field
Description
Default
Range
Restart/Reboot
Needed
Yes - Restart
VXML Server
Configuration
Enable Reporting for
this VXML Server
Indicates whether or not the VXML Enabled
Server sends data to the Reporting
Server. If disabled, no data is sent
to the Reporting Server and reports
will not contain any VXML
application data.
Enabled (the default) or
Disabled.
Enable Reporting for
VXML Application
Details
Indicates whether or not VoiceXML Disabled
application details are reported.
Enabled or Disabled (the Yes - Restart
default).
VXML Server
Max. Number of
Messages
The maximum size of reporting
100,000
messages that are saved in a
memory buffer if a failover occurs
and the Call Server is unreachable.
Not applicable - cannot be Not applicable
changed
The level of transmission quality
and service availability for the
VXML Server.
The drop-down list has the Yes - Restart
following values: af11, VXML Server
af12, af13, af21, af22,
af23, af31, af32, af33,
af41, af42, af43, cs1, cs2,
cs3, cs4, cs5, cs6,
cs7,default, ef
QoS
Select QoS Level
cs3
Note: For more information, see the
Enterprise QoS Solution Reference
Network Design Guide.
VXML Applications Details: Filters
Inclusive Filters
List of applications, element types, None
element names, and element fields,
and ECC variables to include in
reporting data.
A semicolon-separated list Yes - Restart
of text strings. A wildcard VXML Server
character (*) is allowed
within each element in the
list.
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Editing a VXML Server in the Operations Console
Field
Description
Default
Range
Restart/Reboot
Needed
Note: For more
information about filter
syntax and rules, see
Inclusive and Exclusive
VoiceXML Filters for
Reporting (page 52).
Exclusive Filters
List of applications, element types, None
element names, and element fields,
and ECC variables to exclude from
reporting data.
A semicolon-separated list Yes - Restart
of text strings. A wildcard VXML Server
character (*) is allowed
within each element in the
list.
Note: For more
information about filter
syntax and rules, see
Inclusive and Exclusive
VoiceXML Filters for
Reporting (page 52).
Inclusive and Exclusive VoiceXML Filters for Reporting
You use Inclusive and Exclusive VoiceXML filters to control the data that the VXML Server
feeds to the Reporting Server. Data feed control is crucial for:
• Saving space on the reporting database.
• Preserving messaging communication bandwidth.
Rules for VoiceXML Inclusive and Exclusive Filters
Inclusive and exclusive filters operate using the following rules:
• By default, all items but the Start, Subdialog_Start, and Subdialog_End elements are filtered
from reporting data unless they are added to an Inclusive Filter. The Subdialog_Start and
Subdialog_End elements are never filtered from reporting data unless Reporting is disabled
on the VXML Server.
• The Exclusive Filter takes precedence over the Inclusive Filter. For example, if an application
name is in the Exclusive Filter, then all of the items of that applications are excluded from
reporting data even if a particular field or element is listed in the Inclusive filter.
• The syntax for Inclusive/Exclusive filters is:
Appname.ElementType.ElementName.FieldName
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Editing a VXML Server in the Operations Console
or
AppName.*.*.SESSION:Varname
Note: This syntax is used to indicate session variables.
• A semicolon (;) should be used to separate each item in a filter. For example, ElementA ;
ElementB is valid.
• A single wildcard (*) can be specified anywhere within the application name, element type,
element name, or field name.
• Element types, element names, and field names can contain alphanumeric characters,
underscores, and a space character.
• An application name can contain alphanumeric characters and underscores, but the space
character is not allowed. For example, A_aa.B_bb.*C_cc_DD.E_ee_F* is valid.
Examples of VoiceXML Filter Wildcard Matching
The table below provides examples of VoiceXML filter wildcard matching.
Table 8: Examples of VoiceXML Filter Wildcard Matching
MyApplication.Voice.*.*
Matches all voice elements in MyApplication
*.Voice.*.*
Matches all Voice elements in all applications.
MyApplication.*.*.var*
Matches all fields in MyApplication that start with the string
var.
MyApplication.*.*.*3
Matches all fields in MyApplication that end with 3.
MyApplication.*.*.SESSION:Company
Matches the Company session variable in MyApplication.
Examples of Inclusive and Exclusive VoiceXML Filters for Reporting
The table below provides examples of some different combinations of Inclusive and Exclusive
filters and the resulting data that the VXML Server feeds to the Reporting Server.
Table 9: Examples of Inclusive and Exclusive VoiceXML Filters for Reporting
Inclusive Filter
Exclusive Filter
Data the VXML Server Feeds To the
Reporting Server
Application1.*.*.*
None
All Application1 data
Application1.*.*.*
*.*.Element1.*;
All Application1 data, except Element1
and Element2
*.*.Element2.*
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Transferring a File to Multiple Devices
Inclusive Filter
Exclusive Filter
Data the VXML Server Feeds To the
Reporting Server
Application1.*.*.*
*.*.Element1.*;
All Application1 data, except Element1,
Element2, and Field1
*.*.Element2.*;
*.*.*.Field1
*.Voice.*.* which matches
Element3 and Element4
All Application1 data, except Element3
and Element4
Application1.*.*.*
No data for Application1
*.Voice.*.* which matches
*.*.Element3.*;
Only Element1 and Element2
Element1, Element2, Element3, and
Element4
*.*.Element4.*
*.Voice.*.* which matches
*.*.*.Field1
Element1 and Element2, except for
Field1, if it exists in those elements
*.*.Element1.*
None
Element1
*.*.Element1.*
*.*.*.Field1
Element1, except for Field1 if it exists in
Element1
*.*.*.Field1
*.*.Element3.*;
Field1 in any elements except Element3
and Element4
Application1.*.*.*
*.*.Element1.*;
*.*.Element2.*;
*.*.*.Field1
Element1 and Element2
*.*.Element4.*
A good strategy for using filters is to create an Inclusive filter that includes the data you want
to save in the Reporting database and then create an Exclusive filter to exclude portions of the
data, for example, sensitive security information such as Social Security Numbers. For example.
you would
• First, create an inclusive filter to include all information:
MyApp.Voice.*.*
• Then, create an exclusive filter to remove credit card and social security numbers information:
MyApp.Voice.*.CreditCard; MyApp.voice.*.SSN
Transferring a File to Multiple Devices
You can transfer a license file, VoiceXML script file, or Tcl script file from the Operations
Console to one or more devices at a time. License files can only be transferred to Call Servers,
Reporting Servers, Speech Servers, and VXML Servers. Script files can be transferred to VXML
Servers, gatekeepers, gateways, and content services switches. You can only transfer a file to
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Transferring a File to Multiple Devices
one type of device at a time. If you try to transfer a type of file to a device that does not support
that file type, an error message is displayed, and the previous settings are cleared.
Procedure
To transfer a script file:
Step 1
Choose Bulk Administration > File Transfer.
The File Transfer window opens to the Files tab. Script files that have already been transferred
to the Operations Console are listed in the Available Script Files box.
Step 2
Click Script File.
Step 3
Either enter the fully qualified path to a script file to transfer or click Browse to search for the
file.
Step 4
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
Step 5
From the Select Device Type drop-down menu, select the type of device to which you want to
transfer the selected file.
Only devices of the selected type are displayed in the Available Devices box.
Step 6
Select a device from the Available Devices box and click the right arrow to move the device
to the Selected Devices box. To remove a device from the Selected Devices box, select the
device and click the left arrow to move the device to the Available Devices box.
Step 7
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
Procedure
To transfer a license file:
Step 1
Choose Bulk Administration > File Transfer.
The File Transfer window opens to the Files tab. License files that have already been transferred
to the Operations Console are listed in the Available License Files box.
Step 2
Click License File.
Step 3
Either enter the fully qualified path to a license file to transfer or click Browse to search for the
file.
Step 4
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
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Transferring a File to Multiple Devices
Step 5
From the Select Device Type drop-down menu, select the type of device to which you want to
transfer the selected file.
Only devices of the selected type are displayed in the Available Devices box.
Step 6
Select a device from the Available Devices box and click the right arrow to move the device
to the Selected Devices box. To remove a device from the Selected Devices box, select the
device and click the left arrow to move the device to the Available Devices box.
Step 7
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
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Chapter 6
Introduction to the Database Schema
This section contains the following topics:
• About the Database Schema, page 57
• Entity-Relationship Diagram, page 58
• Table Definitions, page 59
About the Database Schema
The Reporting Server hosts an IBM Informix Dynamic Server (IDS) database, where it stores
reporting data in a defined database schema. The schema is fully published so that customers
may develop custom reports based on it, using a customer-provided report presentation product.
(Customers may not, however, extend the schema for their own purposes.)
This schema provides Unified CVP customers with the ability to:
• establish database connectivity with commercial off-the-shelf reporting and analytics engines
from popular business intelligence technology vendors, such as Crystal Reports and
Exony—and then build their custom reporting and analytics solutions against the Unified
CVP database schema
• join with an ICM HDS database to track call activity across both systems (see "Joining Data
with an ICM HDS Database" (page 91))
The following diagram indicates a common set of incoming and outgoing entry and exit states
for a call to a self-service application.
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Chapter 6: - Introduction to the Database Schema
Entity-Relationship Diagram
Figure 2: Call Flow
Note: The call will remain as video accepted when transferring video to an audio-only agent.
Entity-Relationship Diagram
The following ER diagram shows the Unified CVP database schema.
Figure 3: ER Diagram
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Chapter 6: Introduction to the Database Schema
Table Definitions
Table Definitions
This section lists all the tables, in alphabetical order.
ActionTypeRef Table
This is the table to map an ActionTypeID to the type of action for an element that changes data.
Field
Type
Null
Index
Description
ActionTypeID
int
No
Yes (Primary Key)
The unique id of an
action type
Name
nvarchar(96)
No
No
The name of the action
type
Description
Table Values (ID, Name):
1, "Initialize"
2, "Update"
3, "Return"
Call Table
This table contains one record per call.
Field
Type
Null
Index
CallGUID
char(35)
No
Yes (Primary Key
The global unique id of
Composite CallGUID, a call
CallStartDate)
CallStartDate
date
No
Yes (Primary Key
Date of the call, for
Composite CallGUID, data purging purposes
CallStartDate)
StartDateTime
datetime
No
Yes
Date and time a call
was made
MessageBusName
varchar(42)
No
No
The name of the Call
Server (its message
adapter name) where
the call originates
SubSystemTypeID
int
No
No
The type of Unified
CVP Service, such as
SIP, IVR, VXML
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Table Definitions
Field
Type
Null
Index
Description
LocalTimeZone
int
Yes
No
The local time zone
identifier. This field is
not populated
ANI
varchar(32)
Yes
No
ANI of the caller sent
by telephony provider
DNIS
varchar(32)
No
No
DNIS of a call sent by
telephony provider
EndDateTime
datetime
Yes
No
The date and time a
call ended with
hang-up or disconnect.
Note: Sometimes
messages are
dropped—even for an
otherwise successful
call. In these cases,
EndDateTime is set to
the same value as
StartDateTime. Thus,
if a call appears to be
of 0 duration, report
writers will know to
exclude such a call
from consideration in
cases where it would
otherwise skew metrics
UUI
varchar(100)
Yes
No
The UUI of the
originating caller sent
by telephony provider
Iidigits
varchar(100)
Yes
No
The IIDIGITS of the
originating caller sent
by telephony provider
UID
varchar(50)
Yes
No
The external UID of
the caller if the call is
associated with a user
NumAppVisited
int
No
No
The number of
applications visited
during the life of the
call
NumOptOut
int
No
No
The number of times
that the call is opt out
to an agent
TotalTransfer
int
No
No
The total number of
times the call is
transferred out. A
transfer includes
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Table Definitions
Field
Type
Null
Index
Description
transfers to agents as
well as a transfer to the
VRU leg.
NumTimeOut
int
No
No
The number of times
the call timed out
NumError
int
No
No
The number of errors
that occurred during
the call
NumOnHold
int
No
No
The number of times
the call is on hold due
to unavailable port
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
CallType
char(1)
Yes
No
Indicates if this call is
an Audio (A) or Video
(V) call.
Note: This field is new
in Unified CVP
Release 7.0. All calls
prior to this release
were only of type
Audio (A); thus, a field
to indicate this was not
necessary.
Note: On occasion, messages are dropped—even for an otherwise successful call. In such cases,
EndDateTime is set to the same value as StartDateTime. Thus, if a call appears to be of 0
duration, report writers will know to exclude such a call from consideration in cases where it
would otherwise skew metrics.
CallEvent Table
This table contains tracks the events of the call.
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Table Definitions
Field
Type
Null
Index
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
CallGUID,
data purging purposes
CallStartDate)
CallLegID
varchar(43)
Yes
No
A call id assigned by a
Service
MessageBusName
varchar(42)
No
No
The name of the Call
Server (its message
adapter name) with
which the event is
associated
EventDateTime
datetime
No
Yes
Date and time of the
event
EventTypeID
int
No
No
The mechanism used
to generate the call
event
CauseID
int
No
No
The reason that the call
event was generated
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
SubSystemTypeID
int
No
Yes
The type of the Service
SubSystemName
varchar(41)
No
No
The name of the
Service the event
originated from
LocalTimeZone
int
Yes
No
The local time zone
identifier. This field is
not populated
MediaFileName
nvarchar(255)
Yes
No
Stores the path and the
name of the media file
of the video requested
in the call.
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Description
Chapter 6: Introduction to the Database Schema
Table Definitions
CallICMInfo Table
This table contains information to associate a Unified CVP call to ICM.
Field
Type
Null
Index
Description
CallGUID
char(35)
No
Yes (Composite The global unique id of a call
index
CallGUID,
CallStartDate)
CallStartDate
date
No
Yes (Composite Date of the call, for data
index
purging purposes
CallGUID,
CallStartDate)
RouterCallKey
Integer
No
Yes (Composite ICM Router CallKey
index
RouterCallKey,
RouterCallKeyDay)
RouterCallKeyDay
Integer
No
Yes (Composite ICM RouterCallKeyDay
index
RouterCallKey,
RouterCallKeyDay)
RouterCallKeySequenceNumber int
Yes
Yes
ICM
RouterCallKeySequenceNumber
EventDateTime
datetime
No
Yes
Date and time of the event
MessageBusName
varchar(42)
No
No
The name of the message bus
that delivers the VXML data
feed message
DBDateTime
datetime
No
No
The date and time of the
database operation (when the
record was inserted). This is
useful for debugging purposes
to determine lags between
when the event occurred
versus when it was written to
the database (for example, a
long lag may indicate
problems with the reporting
server)
CauseRef Table
This is the table to map a CauseID to the cause.
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Table Definitions
Field
Type
Null
Index
Description
CauseID
int
No
Yes (Primary Key)
The unique id of a call
event cause
Name
nvarchar(96)
No
No
The cause of the event
Table Values (ID, Name):
0, "None"
1, "Normal Completion"
2, "Call Abandon"
3, "Call Transferred"
4, "New Transaction"
5, "Busy"
6, "No Answer"
7, "Maintenance"
8, "Net Congestion"
9, "Net Not Obtainable"
10, "Reorder Tone"
11, "Resources Not Available"
12, "Trunks Busy"
13, "Called Party Disconnected"
14, "Max Ports"
15, "Suspended"
16, "Time Out"
17, "Invalidated"
18, "Error"
19, "Video Answered"
1001, "Hang Up"
1002, " Network"
1003, "System"
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Table Definitions
1004, "Script Type"
1005, "Unknown UApp"
1006, "Script Name"
1007, "Config Param"
1008, "Misconfig Ecc"
1009, "Media File"
1010, "Semantic"
1011, "VXML Format"
1012, "VXML Element"
1013, "Variable Data"
1014, "No Var Data"
1015, "Format"
1016, "Entry Invalid"
1017, "No Entry"
1018, "Media Resource Video" [Unable to perform video-related request due to resource
limitations ]
1019, "Recording Failed
1020, "Data Range"
1021, "Timed Out"
1022, "Called Hung Up" [agent, VRU, or other endpoint hung up on caller; that is, the caller
did not hang up first]
1023, "No Answer"
1024, "Busy"
1025, "Gen Transfer"
1026, "Invalid Extn"
1027, "Hang Up Forced"
1028, "After Trans Estab"
1030, "Unsupported Language"
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Table Definitions
1031, "Media Resource ASR"
1032, "Media Resource TTS"
1033, "General ASR TTS"
1034, "Unknown Error"
1040, "CVP System Unavailable"
1041, "CVP App Error"
1042, "CVP App Hang Up"
1043, "Error CVP App Suspended"
1044, "Error CVP No Session Error"
1045, "Error CVP Bad Fetch"
CVPDataRetention Table
This table contains the actual number of days of data retained in the database for each table.
Field
Type
Null
Index
Description
DataCategory
varchar(64)
No
No
The name of the Data
Category Visible in
Operations Console
TableName
varchar(32)
No
Yes
The name of the table
NumberDaysRetained
integer
No
No
The number of days to retain
the data
ActualNumberDaysRetained integer
Yes
No
If the value is 0 or a positive
integer then it means actual
number of days data retained;
if the value is -1 then this
value is inherited from the
ActualNumberDaysRetained
in the DataCategory
Note: Effective
Release 7.x, you
can set the
number of days to
0 instead of
leaving it Null.
NumberOfExtents
integer
Yes
No
The number of extents
ExtentSpaceUsed
float
Yes
No
The extent space used
TotalSpaceUsed
float
Yes
No
The data plus index space
size used in megabytes
DataSpaceUsed
float
Yes
No
The data space size used in
megabytes
DailyPurgeLastRunDate
datetime
Yes
No
The date and time of last
daily run
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Table Definitions
Field
Type
Null
Index
Description
EmergencyPurgeLastRunDate datetime
Yes
No
The date and time of last
emergency purge
CategoryHierarchy
integer
No
No
Grouping for system
maintance
TableAlias
char(4)
No
No
Alias for the table
DBSpaceName
varchar(24)
No
No
Database space where the
table is located
Note: Effective, Unified CVP Release 7.x, the CVPDateTrap, CVPPartitionInfo,
CVPPartitionParameters, and CVPPurgeList tables are only for system use.
CVPDBSpaceUsed Table
This table contains the name of the database, along with other pertinent information.
Field
Type
Null
Index
Descriptions
DBSpace
varchar(20)
No
No
Name of the DBSpace
TotalSpace
float
No
No
Total Available File
Space
ExtendedSpace
float
No
No
Reserved Space
FreeSpace
float
No
No
Non-reserved Space
DataSpaceUsed
float
Yes
No
Amount of
ExtendedSpace
actually used
MaxSizeGrowth
float
Yes
No
Maximum recorded
growth in 24 hours
RecentSizeGrowth
float
Yes
No
Last recorded growth
in 24 hours
LastRunDate
datetime
No
No
The date and time
when the record was
updated
CVPDBVersion Table
This table contains the database version information.
Field
Type
Null
Index
Description
MajorVersion
varchar(10)
No
Yes (Composite index Major version
MajorVersion,
MinorVersion)
MinorVersion
varchar(20)
No
Yes (Composite index Minor version
MajorVersion,
MinorVersion)
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Table Definitions
Field
Type
Null
Index
Description
UpdateDateTime
datetime
No
No
The date and time
when the record is
updated
CVPLog Table
This table contains log messages.
Field
Type
Null
Index
Description
MessageDateTime
datetime
Yes
No
Date and time of
message
Message
varchar(255)
Yes
No
Message details
MessageClass
char(8)
Yes
Yes
Type of message: Add,
Aged Off, Alter, Err
Info, Remainder,
EPurge
Note: Effective, Unified CVP Release 7.x, the CVPDateTrap, CVPPartitionInfo,
CVPPartitionParameters, and CVPPurgeList tables are only for system use.
ElementTypeRef Table
This is the table to map an ElementTypeID to a VXML element type.
Field
Type
Null
Index
Description
ElementTypeID
int
No
Yes (Primary Key)
The unique id of an
element type
Name
nvarchar(96)
No
No
The name of the
element type
Table Values (ID, Name):
0, "Start"
1, "End"
2, "Subdialog_Start"
3, "Subdialog_Return"
4, "Decision"
5, "Action"
6, "Custom"
7, "HotLink"
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Table Definitions
8, "HotEvent"
9, "ElementFlag"
10, "Voice"
11, "VXMLInsert"
12, "ReqICMLabel"
13, "General"
EventTypeRef Table
This is the table to map an EventID to its name (event type).
Field
Type
Null
Index
Description
EventTypeID
int
No
Yes (Primary Key)
The unique id of a call
event type
Name
nvarchar(96)
No
No
The name of the event
type
Table Values (ID, Name):
0, "New Call"
1, "Connect Failure"
2, "Busy"
3, "No Answer"
4, "Answer"
5, "Abandon"
6, "Disconnect"
7, "Hang Up"
8, "App Transfer"
9, "App Session Complete"
10, "Call Transfer"
11, "Run Script"
12, "Agent Recording"
13, "ICM Recording"
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Table Definitions
14, "Agent Video"
15, "ICM Video
OutgoingECCVariable Table
This table contains the ECC variable used by ICM. This is for outgoing calls, that is calls from
Unified CVP back to ICM.
Field
Type
Null
Index
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
CallStartDate
date
No
Yes (second field in
Composite indexes)
SessionID
int8
No
Yes (Composite index The identifier of the
SessionID,
session in which the
CallStartDate)
ECC variable changes
ElementID
int8
No
Yes (Composite index The identifier of the
ElementID,
element in which the
CallStartDate)
ECC variable changes
ECCVarName
char(12)
No
No
The name of session
variable that was exited
ECCVarValue
nvarchar(255)
No
No
The value of session
variable
EventDateTime
datetime
No
Yes
Date and time when the
ECC variable changed
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
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Description
Date of the call, for
data purging purposes
Chapter 6: Introduction to the Database Schema
Table Definitions
ResultRef Table
This is the table to map a ResultID to a result string.
Field
Type
Null
Index
Description
ResultID
int
No
Yes (Primary Key)
The unique id of a
result
Name
nvarchar(96)
No
No
The name of the
element result
Table Values (ID, Name):
1, "Normal"
2, "Invalidated"
3, "HotEvent"
4, "HotLink"
5, "Hang Up"
6, "Error"
7, "Transfer"
SubSystemTypeRef Table
This is the table to map a SubSystemTypeID to a Unified CVP Service type.
Field
Type
Null
Index
Description
SubSystemTypeID
int
No
Yes (Primary Key)
The unique id of a
Service type
Name
nvarchar(96)
No
No
The name of the
Service type
Table Values (ID, Name):
0, "SIP"
1, "IVR"
2, "VXML"
3, "OAMP" [Operate, Administer, Maintain, Provision = Operations Console]
4, "CONTROLLER"
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5, "RPT"
6, "ICM"
7, "ORM" [OAMP Resource Manager = element co-located with Unified CVP components that
allows the Operations Console to manage the components]
8, "SYSTEM"
UserInputModeRef Table
This is the table to map a UserInputModeID to the name of the user input mode.
Field
Type
Null
Index
Description
UserInputModeID
int
No
Yes (Primary Key)
The unique id of a user
input mode
Name
nvarchar(96)
No
No
The name of the user
input mode
Table Values (ID, Name):
1, "DTMF"
2, "Voice"
3, "DTMF Voice"
VarDataTypeRef Table
This is the table to map a VarDataTypeID to the data type of a variable.
Field
Type
Null
Index
Description
VarDataTypeID
int
No
Yes (Primary Key)
The unique id of a
variable data type
Name
nvarchar(96)
No
No
The name of the
variable data type
Table Values (ID, Name):
0, "String"
1, "Int"
2, "Float"
3, "Boolean"
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VoiceActionTypeRef Table
This is the table to map a VoiceActionTypeID to the VXMLVoiceInteractDetail.
Field
Type
Null
Index
Description
VoiceActionTypeID
int
No
Yes (Primary Key)
The unique id of a
VoiceActionTypeRef
Name
nvarchar(96)
No
No
The name of the call
state
Table Values (ID, Name):
1, "No Match"
2, "No Input"
3, "Audio Group"
4, "Input Mode"
5, "Utterance"
6, "Interpretation"
7, "Confidence"
VXMLCustomContent Table
This table contains one record for each VoiceXML custom event. This event will occur if a
custom component programmatically calls the addToLog method of the Session API. The event
will also occur when an element whose configuration contains entries in the Add To Log table
in the General tab is run.
Field
Type
Null
Index
Description
ElementID
int8
No
Yes (Composite index The unique id of a
ElementID,
visited element
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
VarName
nvarchar(51)
No
No
The name of the
custom event variable
VarValue
nvarchar(255)
Yes
No
The value of the
custom event variable
EventDateTime
datetime
No
No
Date and time when the
variable is changed
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Field
Type
Null
Index
Description
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLElement Table
This table contains one record for each VoiceXML script element visited by a call. For example,
if the same element is visited twice in an application script during a call, there will be two
separate element records.
Field
Type
Null
Index
ElementID
int8
No
Yes (Primary Key,
The unique id of a
Composite ElementID, visited element
CallStartDate)
CallStartDate
date
No
Yes (second field in
Primary Key and
Composite indexes)
SessionID
int8
No
Yes (Composite index The unique id of a
SessionID,
VXML application
CallStartDate)
session
CallGUID
char(35)
No
Yes
The global unique id of
a call
ElementName
nvarchar(51)
No
No
The name of an
element
ElementTypeID
int
No
No
The type of element
EnterDateTime
datetime
No
Yes
Date and time when the
element was entered
ExitDateTime
datetime
Yes
No
Date and time when the
element was exited
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Description
Date of the call, for
data purging purposes
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Table Definitions
Field
Type
Null
Index
Description
ExitState
nvarchar(51)
Yes
No
The exit state of the
element
NumberOfInteractions int
Yes
No
The number of
interactions while the
user visited this
element
ResultID
int
Yes
No
Indicates how an
element ended
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLElementDetail Table
This table contains one detail record for each script element variable. VarValue holds the String
value of the variable and VarDataTypeID specifies the data type of the variable to which the
String value can be converted.
Field
Type
Null
Index
Description
ElementID
int8
No
Yes (Composite index The unique id of an
ElementID,
element
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
VarName
nvarchar(51)
No
No
The name of the
element variable
VarValue
nvarchar(255)
Yes
No
The String value of the
element variable
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Field
Type
Null
Index
Description
VarDataTypeID
int
No
No
The data type of the
element variable, such
as String, Integer,
Boolean
ActionTypeID
int
No
No
The type of action for
an element that
changes data
EventDateTime
datetime
No
Yes
Date and time when the
variable was changed
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLElementFlag Table
This table contains one record for each element in which a flag was activated. The Name field
holds the name of the flag.
Field
Type
Null
Index
ElementID
int8
No
Yes (Composite index The unique id for the
ElementID,
element in which the
CallStartDate)
flag activated
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when the flag activated
Name
nvarchar(51)
No
No
The flag name
PreviousElementName nvarchar(51)
Yes
No
Name of the previous
application element
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Field
Type
Null
Index
Description
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLError Table
This table contains one record for each element in which an error occurred. The ErrorName
field holds the name of the error.
Field
Type
Null
Index
Description
ElementID
int8
No
Yes (Composite index The unique id for the
ElementID,
element in which the
CallStartDate)
error occurs
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
ErrorName
varchar(12)
No
No
Name of an error
EventDateTime
datetime
No
Yes
The date and time
when the error
occurred
Description
nvarchar(255)
No
No
The detailed error
message
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
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Field
Type
Null
Index
Description
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLHotEvent Table
This table contains one record for each element in which a hot event occurred. The Name field
holds the name of the hot event.
Field
Type
Null
Index
ElementID
int8
No
Yes (Composite index The unique id for the
ElementID,
element in which the
CallStartDate)
hotevent occurred
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when hot event
occurred
Name
nvarchar(51)
No
No
The name of the hot
event
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
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Table Definitions
VXMLHotLink Table
This table contains one record for each element in which a hotlink was activated. The Name
field holds the name of the hot link.
Field
Type
Null
Index
Description
ElementID
int8
No
Yes (Composite index The unique id for the
element in which the
ElementID,
hotlink activated
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when the hot link
activated
Name
nvarchar(51)
No
No
The name of the hot
link
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
VXMLSession Table
This table contains one record for each application visited by a call. For example, if a call has
transferred from one application to another one, the call with the same CallGUID will have two
session records.
Field
Type
Null
Index
Description
SessionID
int8
No
Yes (Primary Key,
The unique id of a
Composite SessionID, VXML application
CallStartDate)
session
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Field
Type
Null
Index
Description
CallStartDate
date
No
Yes (second field in
Primary Key and
Composite indexes)
Date of the call, for
data purging purposes
SessionName
nvarchar(96)
No
No
The name of the
session assigned by
VXML Server
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
StartDateTime
datetime
No
Yes
Date and time when
session starts
AppName
nvarchar(51)
No
Yes
The name of the
VXML application
EventTypeID
int
Yes
No
The mechanism used
to end the application
visit
CauseID
int
Yes
No
The reason that the
application visit ended
EndDateTime
datetime
Yes
No
The end date and time
of the session
SourceAppName
nvarchar(51)
Yes
No
The name of the
application that
transferred to this one
LocalTimeZone
int
Yes
No
The local time zone
identifier. This field is
not populated
Duration
int
Yes
No
The duration of the
session (seconds)
SubSystemName
varchar(41)
No
No
The name of the
VXML Service
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
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Field
Type
Null
Index
Description
may indicate problems
with the reporting
server)
VXMLSessionVariable Table
This table contains one record for each instance of a session variable. For example, if the same
session variable was modified once in an application script during a call, there will be two
separate records, one for its initial value when it was created and another for the updated value.
Field
Type
Null
Index
Description
SessionID
int8
No
Yes (Composite index The unique id of an
IVR application
SessionID,
session
CallStartDate)
ElementID
int8
No
Yes (Composite index The identifier of the
ElementID,
element in which the
CallStartDate)
session variable
changes
CallStartDate
date
No
Yes (second field in
Composite indexes)
Date of the call, for
data purging purposes
VarName
nvarchar(51)
No
No
The name of the
session variable that
was exited
VarValue
nvarchar(255)
Yes
No
The value of the
session variable
ActionTypeID
int
No
No
The type of action for
a session variable that
changes data
EventDateTime
datetime
No
Yes
Date and time when the
session variable
changed
VarDataTypeID
int
No
No
The data type of the
session variable, such
as Integer, String,
Boolean
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
data feed message
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
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Field
Type
Null
Index
Description
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
FromICM
boolean
No
No
Indicates whether this
session variable change
originated from
Unified ICME;
Informix stores these
values as 1 or 0, but
represents these values
as 't' or 'f'
Description
VXMLVoiceInteractDetail Table
This table contains the unique id of a call.
Field
Type
Null
Index
ElementID
int8
No
Yes (Composite index The unique id of a
ElementID,
visited element
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
ElapsedTimeMillisecond int
No
No
Time since the last
interaction
VoiceActionTypeID
int
No
No
Type of interaction
Value
nvarchar(255)
Yes
No
Value of interaction
DBDateTime
datetime
No
No
The date and time of
the database operation
(when the record was
inserted). This is useful
for debugging purposes
to determine lags
between when the
event occurred versus
when it was written to
the database (for
example, a long lag
may indicate problems
with the reporting
server)
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Chapter 7
Reporting Against the Database
Unified CVP does not provide a native reporting engine. A third-party reporting engine, such
as Crystal Reports, can be used to generate various reports against the predefined Unified CVP
database schema.
This section contains the following topics:
•
•
•
•
Unified CVP Call Summary Report, page 83
Unified CVP Application Summary Report, page 84
Unified CVP VXML Element By Call Report, page 85
Unified CVP and Unified ICME Report, page 85
Unified CVP Call Summary Report
The Reporting Service captures and presents detailed data on every call made to the Call Server.
It traces the path of each call through the entire distributed self-service application using unique
call identifiers, the various applications (and/or system components) that a particular call visited,
when the applications (and/or system components) were visited, and the total number of calls
that the Call Server was processing at that time.
Table 10: Unified CVP Call Summary Report
Call
Num
CallGUID
Start
Date
Time
Call
ANI
Duration
1
28CD4191- 11/30/2006 0:40:45
7F6C11DBA6EF00146944B976
50
2
2A288BE4- 11/30/2006 0:40:47
7F6C11DB-
50
DNIS
Num
Num
Time Out Errors
Num
Apps
Visited
Total
Transfers
190190190 3110
0
0
1
0
190190190 3110
0
0
1
0
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Unified CVP Application Summary Report
Call
Num
CallGUID
Start
Date
Time
Call
ANI
Duration
DNIS
Num
Num
Time Out Errors
Num
Apps
Visited
Total
Transfers
A6F000146944B976
3
2AC38680- 11/30/2006 0:40:48
7F6C11DB900D00146944B962
50
191191191 3110
0
0
1
0
4
2BF25095- 11/30/2006 0:40:50
7F6C11DBA6F100146944B976
50
190190190 3110
0
0
1
0
5
2BFA1D3C- 11/30/2006 0:40:50
7F6C11DB82AB00146944B8CC
14
1
8001431001 0
0
0
1
6
2C61F58D- 11/30/2006 0:40:51
7F6C11DB900E00146944B962
50
191191191 3110
0
0
1
0
7
2D685567- 11/30/2006 0:40:53
7F6C11DB82AC00146944B8CC
130
1
8001431001 0
0
1
2
8
2DBC1546- 11/30/2006 0:40:53
7F6C11DBA6F200146944B976
50
190190190 3110
0
0
1
0
9
2E2D8EB6- 11/30/2006 0:40:54
7F6C11DB900F00146944B962
50
191191191 3110
0
0
1
0
Unified CVP Application Summary Report
To measure the overall effectiveness of various self-service applications, the application summary
report displays the core application data.
Table 11: Unified CVP Application Summary Report
Group Name
Offered
Reporting GD DTMF 60sec 3,276,239
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Handled
Caller Abandon
3,248,281
1,620
Chapter 7: Reporting Against the Database
Unified CVP VXML Element By Call Report
Unified CVP VXML Element By Call Report
Customers who deploy self-service applications need a report that tracks a call's path through
VXML elements. This report is used to debug and monitor VXML applications after they are
deployed.
Table 12: Unified CVP VXML Element By Call Report
Element Name
Element Enter Time
Element Exit Time
Element Type
Subdialog Start 01
1:11:53 am
1:11:53 am
Subdialog Start
start
1:11:53 am
1:11:53 am
Start
ReqICMLabel
1:11:53 am
1:11:54 am
ReqICMLabel
Flag Done
1:11:54 am
1:11:54 am
ElementFlag
Audio Exit
1:11:54 am
1:11:54 am
Voice
Audio ValidLabel
1:11:54 am
1:11:54 am
Voice
Subdialog Return 01
1:11:54 am
1:11:54 am
Subdialog Return
end
1:12:43 am
1:12:43 am
End
Unified CVP and Unified ICME Report
Customers who deploy self-service applications with their Unified ICME or Unified CCE system
need a report that will track the details of this system as well as Unified CVP details. Crystal
Reports can join data from more than one ODBC connection. In particular, Crystal Reports
functionality allows you to select two data sources (in this case, one from Unified CVP Informix
tables and one from Microsoft SQL Server tables) and create a join report.
The report discussed here is designed to only return data from one call at a time. The user is
prompted to enter the RouterCallKey and the RouterCallKeyDay when launching the report.
All of the Unified ICME data originates from the Termination_Call_Detail table. This is a very
large table and the report must do a sequential scan to retrieve the data as the RouterCallKey
and the RouterCallKeyDay are not indexed columns. To minimize the effect on the HDS you
should run the report during off-hours, or run against an HDS that does not support concurrent
reporting users.
Table 13: CallGUID: F772B308-0808927
Start DateTime End Date Time Router
CallKeyDay
Router CallKey ANI
DNIS
NumberApps
Visited
7/5/2006
2:28:23PM
312
8305558931
0
7/5/2006
2:30:23PM
159120
9789360000
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Table 14: CallGUID: F772B308-0808927
TCD Record
DateTime
CallTypeID
Service Skill
TargetID
Agent Skill
TargetID
Answered Within
ServiceLevel
1
7/5/2006
2:39:23PM
5001
None
None
N
2
7/5/2006
2:30:23PM
5001
5001
5002
N
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Chapter 8
Reporting Best Practices
This section contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
CPU Intensive Reports, page 87
Writing Efficient SQL when Creating Reports, page 88
Zero Duration Calls and Writing Reports, page 88
Make Sure Data is Secure, page 89
Passwords, page 89
Filtering Data to be Stored in the Database, page 89
Database Sizing Issues, page 90
Database Backup and Recovery, page 90
Database Retention Settings, page 90
Purge and Backup Database Maintenance Tasks, page 90
Allow Only Reporting Users when Querying the Database, page 90
Reporting Isolation Level, page 91
Informix, Operating System Time, and Local Time, page 91
Assuring Accurate Time Stamps for Reporting and Logging, page 91
Joining Data with an ICM HDS Database, page 91
Joining Unified CVP and SQL Server Data, page 91
CPU Intensive Reports
Do not run CPU intensive reports off the database while the database is receiving data.
Note: Reports become more CPU intensive as the complexity associated with producing the
report from the information available in the database increases. There is no sharp dividing line
between intensive and non-intensive reports. The system performance must remain within the
guidelines defined in the Cisco Unified Customer Voice Portal (CVP) Release 7.x Solution
Reference Network Design (SRND) document.
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Chapter 8: - Reporting Best Practices
Writing Efficient SQL when Creating Reports
Writing Efficient SQL when Creating Reports
The following guidelines should be kept in mind.
• When writing SQL, developers must organize their WHERE clauses and put the most
important join first. The most important join is the one that will reduce the size of the dataset
to the least amount of rows.
• Reports must be written so that every field in the WHERE and ORDER BY clauses uses an
indexed field.
• The second column in a composite index should never be used in a JOIN statement without
the first column.
• Engineers writing database code should treat database, table, and column names as case
sensitive, even though the current database is case insensitive, to ensure that the application
is portable.
• Many operations hold database locks; therefore, reports should use a wait time of 30 seconds,
if possible.
• Reports and SQL queries should set Isolation level to dirty read. This is much more efficient
for the database as it utilizes Informix Virtual shared memory instead of the resident memory
portion of shared memory.
• Do not ever set isolation level to repeatable read.
• Do not ever write a SQL statement that selects into temp without specifying the 'no log'
option.
• The internal ID generator limits the amount of total VXML subsystems to 8,000 per
deployment.
Zero Duration Calls and Writing Reports
On occasion, messages are dropped—even for an otherwise successful call. In such cases,
EndDateTime is set to the same value as StartDateTime. Thus, if a call appears to be of 0
duration, report writers will know to exclude such a call from consideration in cases where it
would otherwise skew metrics.
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Chapter 8: Reporting Best Practices
Make Sure Data is Secure
Make Sure Data is Secure
Ensure data is secure by the following practices:
• Unified CVP offers administrators the ability to choose not to persist sensitive ECC data in
the database. Users define ECC variables in Unified ICME and by default they are not
persisted in the Unified CVP database.
The Caller_input and FromExtVXML ECC variables are subject to many
application-dependent uses. For security purposes, flag these two variables as not persistent
in Unified ICME 7.1(1). If there is anything in them that must be stored, the routing script
can copy the data to an appropriate variable for storage in the database.
• Users can reduce the data generated by means of data filters (for VXML Server application
detail data filtering, see Chapter 4, "Configuring the VXML Server for Reporting" (page
47)). Either adding more exclusive filters, or using fewer inclusive filters, would cut down
on the amount of data stored
• Users can turn off logging of sensitive data containing caller’s responses on a per-element
basis. The caller’s input, such as set of digits representing Social Security number of credit
card number, can be set not to be logged, providing a security layer in case logs are
compromised.
Passwords
Note: Passwords on the Reporting Server must be created as part of the Unified CVP installation
or by means of the Operations Console. Updating of passwords must be done via the Operations
Console. Do not use any other means to create or update passwords.
Reporting passwords are 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.
Filtering Data to be Stored in the Database
Users can reduce the data generated by means of data filters (for VXML Server application
detail data filtering, see Chapter 4, "Configuring the VXML Server for Reporting" (page 47)).
Either adding more exclusive filters, or using fewer inclusive filters, would cut down on the
amount of data stored.
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Chapter 8: - Reporting Best Practices
Database Sizing Issues
Database Sizing Issues
See the discussion in "Data Retention" (page 14). Also see the Planning Guide for Cisco Unified
Customer Voice Portal and the Cisco Unified Customer Voice Portal (CVP) Release 7.x Solution
Reference Network Design (SRND) document.
Database Backup and Recovery
Issues to keep in mind are:
• Managing your backup strategy
• Turning off Reporting Server when doing database recovery
These are discussed in "Database Backup" (page 16) and "Database Recovery" (page 18).
Database Retention Settings
Ensure that the database is sized conservatively so that it never needs to emergency purge.
Purge and Backup Database Maintenance Tasks
The database backup and purge maintenance tasks are created as Windows Scheduled Tasks,
and can be viewed in the Scheduled Tasks window (Start > Programs > Accessories > System
Tools > Scheduled Tasks). These jobs log in as SYSTEM.
If the CVPDBNightlyPurge and CVPDBMidDayPurge tasks do not run, then the database will
not be purged and will eventually become full, resulting in data loss.
If the CVPDBBackup task does not run the database will not be backed up.
Periodically, you should check the Scheduled Tasks to ensure the Last Run Time was as expected
and there are no status messages.
Allow Only Reporting Users when Querying the Database
In the interests of security, allow only reporting users to generate reports.
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Chapter 8: Reporting Best Practices
Reporting Isolation Level
Reporting Isolation Level
Reporting clients should never run with an isolation level of repeatable read as this could hold
locks and prevent updates to the data.
Informix, Operating System Time, and Local Time
Informix only displays a datetime that corresponds to the same time zone as the Informix server
operating system's time zone. As a result, two items must be kept in mind:
• If you wish a datetime to be displayed for a time zone other than that of the Informix server
operating system, you must use reporting tools or SQL tools (for example, those available
with Crystal Reports or Java) to do this.
• If, in your system, you are using more than one Informix server for Unified CVP reporting,
it is best if all such server OSs are set to the same time zone. This helps avoid confusion.
Assuring Accurate Time Stamps for Reporting and Logging
Unified CVP components do not themselves synchronize machine times. However, customers
must provide a cross-component time synchronization mechanism, such as NTP, to ensure
accurate time stamps for reporting and logging.
Joining Data with an ICM HDS Database
Joining Unified CVP and Unified ICME data can be a very expensive operation on the Unified
ICME system. To minimize performance impacts on an HDS system, use one of the following
strategies:
• Dedicate an HDS for these reports
• Query an HDS when Unified ICME reporting users are not running reports
Joining Unified CVP and SQL Server Data
To join data from a SQL Server Database and an Informix Database one must use a reporting
tool that supports the ability to join data from two heterogeneous databases.
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Joining Unified CVP and SQL Server Data
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Index
Reporting Server general information....23
Index
Reporting Server Infrastructure Tab....24
Reporting Server reporting properties....24
ActionTypeRef table....59
VXML Server....51
analytics engine....57
VXML Server properties....50
application summary report....84
CPU intensive reports....87
application user....19
Crystal Reports....9, 57
backups....7, 13, 16, 90
cvp_dbadmin....19
cancelling for Reporting Server....32
cvp_dbuser....19
retries....17
CVPDataRention Table....66
running for Reporting Server....31
CVPDataRetention table....67
before you begin tasks
CVPDBSpaceUsed table....67
adding a reporting server....22
CVPDBVersion table....67, 68
adding a VXML Server....47
CVPLogMessages.properties file
deleting a Reporting Server....41
editing a VXML Server....49
best practices....87
bulk file transfer
license files....55
script files....55
call
editing....39
CVPLogMessages.xml file
editing....39
CVPLog table....68
database....7, 57
multiple....8
sizing....90
zero duration....88
viewing details....35
Call category....16
database administrator....19
CallCMInfo Table....63
database backup....11
Call Event category....16
database backup (see backups)....16
CallEvent table....61, 62
database connection failure....20
CallICMInfo table....63
database purge (see purging)....14
Call Server....8
database recovery....18, 90
downloading Log Messages XML file....38
database restore....11, 18
uploading Log Messages XML file....37
database schema....7, 57
call summary report....83
database tables....59
Call table....59
database users (see users)....19
CauseRef table....63
data categories....16
clocks....12
data filtering....89
configuration tabs
data retention....14, 67, 90
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Index
default number of days....34
destination
log messages....39
device pools
adding or removing a device....45
device statistics
Reporting Server....43
ECC variable....70, 89
join report....85, 91
license files
transferring multiple files....55
log messages
CVPLogMessages.xml....39
Operations Console....13
OutgoingECCVariable table....70
passwords....13
ElementTypeRef table....68
changing reporting database user....28
emergency purge (see purging)....14
policies....89
Entity-Relationship diagram....58
purging....7, 13, 14, 90
ER diagram....58
emergency....14
events
number of days to retain data....34
severity levels for....39
retries....17
EventTypeRef table....69
purging data....33
failure
querying the database....90
database connection....20
recovery....18
Reporting Server....20
reporting....11
filtering data....89
filters for reporting
VXML Server....52
Reporting
configuring Reporting Server....21
reporting database
changing user passwords....28
generating reports....90
reporting engine....9, 57, 83
HDS....85, 91
reporting filters
IBM Informix Dynamic Server database (see Informix)..7
ICM....63
for VXML Server....51
Reporting Server....7, 8
ICM Service....8
adding....22
IDS (see Informix)....7
adding reporting users....29
informix....19
cancelling backups....32
Informix database (see database)....7
changing a reporting user's password....30
Informix user
changing reporting database user password....28
changing password....28
configuring....21
instance owner....19
configuring properties....24
isolation level....91
deleting....41
IVR Service....8
downloading Log Messages XML file....38
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Index
editing....26
SIP Service....8
failure....20
sizing
finding....44
general configuration settings....23
infrastructure settings....24
prerequisites for adding....22
reporting....11
SQL
writing....88
statistics
prerequisites for deleting....41
Reporting Server....42
removing reporting users....31
SubSystemTypeRef table....71
running backups....31
synchronized clocks....12
running purge....33
time
statistics....42
local....91
uploading Log Messages XMLfile....37
stamps....91
viewing database details....35
system....91
viewing statistics....43
Reporting Service....7, 8
reporting users....19
adding....29
changing passwords....30
removing....31
reports
generating....90
resolution
timestamps
synchronized....12
Unified CVP database administrator
changing password....28
Unified CVP user
changing password....28
Unified ICME....85, 91
UserInputModeRef table....72
users....19
log messages....39
adding reporting....29
resource properties file
application user....19
editing....39
database administrator....19
restore....18
instance owner....19
ResultRef table....71
reporting user....19
retries
backup and purge....17
VarDataTypeRef table....72
VoiceActionTypeRef table....73
schema (see database schema)....7
VoiceML Element Detail category....16
script files
VoiceXML ECC Variable category....16
transferring multiple files....55
severity
VoiceXML Element category....16
VoiceXML Interact Detail category....16
log messages....39
VoiceXML Session category....16
of events....39
VoiceXML Session Variable category....16
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Index
VXML
configuring VXML server for reporting....47
VXMLCustomContent table....73
VXML element by call report....85
VXMLElementDetail table....75
VXMLElementFlag table....76, 77
VXMLElement table....74
VXMLError table....77, 78
VXML filters
example wilcards....53
rules....52
VXML Filters
example inclusive and exclusive....53
VXMLHotEvent table....78
VXMLHotLink table....79
VXML Server....8
adding....48
configuration properties....51
configuring for reporting....47
creating reporting filters for....51
downloading Log Messages XML file....38
editing....49
example filter wildcards....53
example reporting filters....53
filters for reporting....52
general configuration settings....50
prerequisites for adding....47
prerequisites for editing....49
rules for reporing filters....52
transferring Log Messages XML file....37
uploading Log Messages XML file....37
VXMLSession table....79
VXMLSessionVariable table....81
VXMLVoiceInteractDetail table....82
zero duration calls....88
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