Reporting Guide for Cisco Unified Customer Voice Portal Updated: December 2008
Reporting Guide for Cisco Unified Customer Voice Portal
Release 4.1(1)
Updated: December 2008
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0833
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE.
ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED
WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF
ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET
THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE
SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED
"AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING,
WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING
FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES,
INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE
THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
CCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and
Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP,
Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco
Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient,
IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers,
Networking Academy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0710R)
Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.
Copyright © 2007 Cisco Systems, Inc. All rights reserved.
Table of Contents
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1) i
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1) ii
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1) iii
List of Figures
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1) iv
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 5)
Provides an introductory discussion of the Reporting Server.
Chapter 2, "Managing the Database" (page 9)
Discusses concepts to be kept in mind while managing the database.
Chapter 3, "Configuring the Reporting Server" (page 17)
Discusses how to configure the Reporting Server using the
Operations Console.
Chapter 4, "Configuring the VXML Server for Reporting"
Discusses how to configure the VXML Server using the
Operations Console.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
1
Related Documentation
Chapter
Chapter 5, "Introduction to the Database Schema" (page
Chapter 6, "Reporting Against the Database" (page 75)
Chapter 7, "Reporting Best Practices" (page 81)
Description
Provides information about the database schema.
Discusses generating reports.
Provides a list of best practices.
Preface
Related Documentation
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.
• 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 Call Services, Universal Edition 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.
• Planning Guide for Cisco Unified Customer Voice Portal provides a product overview and describes how to plan for a Unified CVP deployment.
• Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in a Unified CVP deployment.
• Programming Guide for Cisco Unified Call Services, Universal Edition and Unified Call
Studio describes how to build components that run on the Cisco Unified CVP VXML Server.
• Say It Smart Specifications for Cisco Unified Call Services, Universal Edition and Cisco
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 Call Services, Universal Edition and Cisco Unified Call Studio describes the functionality of Call Studio including creating projects, using the Call Studio environment, and deploying applications to the Cisco Unified CVP VXML Server.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
2
Preface
Conventions
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:
Convention
boldface font
Description
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 window 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, 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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
3
Preface
Obtaining Documentation, Obtaining Support, and Security Guidelines
Obtaining Documentation, Obtaining Support, and Security Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised
Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
4
Chapter 1
Introduction to the Reporting Server
This section contains the following topics:
•
•
How the Reporting Server Functions, page 5
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
5
How the Reporting Server Functions
Figure 1: CVP Architecture
Chapter 1: - Introduction to the Reporting Server
Note:
• The Reporting Service and the Database are separated merely 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.
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
6
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 provides a few sample
Crystal report templates to demonstrate how to use Unified CVP data stored in Unified CVP database tables. See
Chapter 6, "Reporting Against the Database" (page 75)
for a description of the templates.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
7
How the Reporting Server Functions
Chapter 1: - Introduction to the Reporting Server
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
8
Chapter 2
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
15) ) 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:
•
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
9
Chapter 2: - Managing the Database
Data Retention
•
•
•
Retries: Backup and Purge, page 13
•
•
•
Failure and Restoration, page 16
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 only performs a purge, and only if necessary. 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 43) ).
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.
The same memory limitations as described in the section "Failure and Restoration" (page 16)
apply.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
10
Chapter 2: Managing the Database
This page is intentionally left blank.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
11
Chapter 2: - 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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
12
Chapter 2: 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"
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
13
Chapter 2: - 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
Step 2
Step 3
Step 4
Go to Windows Services and stop the Informix IDS Service
At the command line type: ontape –r
Answer the prompts with the following answers: a.
Continue Restore? y b.
c.
Do you want to back up the logs? n
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 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).
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
14
Chapter 2: Managing the Database
Database Users b.
c.
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 –
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
Instance Owner
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
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.
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
Unified CVP defines four categories of database users. The four categories are instance owner
(informix), database administrator, application user, and 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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
15
Chapter 2: - 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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
16
Chapter 3
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. Unified CVP provides four sample Crystal report templates. One of the included templates provides an example of joining Unified CVP and Unified ICME.
This section contains the following topics:
•
Adding a Reporting Server to the Operations Console, page 17
•
Editing a Reporting Server in the Operations Console, page 22
•
Applying a License to a Reporting Server Using the Operations Console, page 36
•
Deleting a Reporting Server From the Operations Console, page 37
•
Viewing Reporting Statistics, page 38
•
Finding a Reporting Server in the Operations Console, page 40
•
Adding and Removing a Device from a Device Pool, page 41
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
17
Chapter 3: - Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
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.
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
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
To add a Reporting Server:
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.
Click Add New.
The Reporting Server Configuration window opens to the General Tab.
Enter the IP Address and Hostname for the Reporting server and any other desired information.
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.
Select the Reporting Properties tab and configure reporting properties.
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
18
Chapter 3: Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
Step 7
Step 8
Optionally, select the Infrastructure tab and configure log file and syslog settings.
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 37)
Editing a Reporting Server (page 22)
Reporting Server General Tab Configuration Settings (page 19)
Reporting Server Properties Tab Configuration Settings (page 20)
Adding and Removing a Device from a Device Pool (page 41)
Reporting Server Infrastructure Settings (page 20)
Viewing Device State (page 22)
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
General
IP Address
Hostname
Description
The IP address of the Reporting server
The host name of the Reporting server machine
Default
None
None
Range
Valid IP address
Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9
Up to 1,024 characters Description An optional text description for the
Reporting server
None
Enable Secure
Communication with the
Operations Console
Select to enable secure communications between the Operations Server and this component. The Reporting Server is accessed using SSH and files are transferred using HTTPS.
Off On or Off
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
19
Adding a Reporting Server to the Operations Console
Field
Associate Call Servers
Description
You must configure secure communications
before you enable this option. See Chapter
6 in the Configuration and Administration
Guide for Unified Customer Voice Portal.
Default
Select one or more Call Servers to associate 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.
None
Click the left arrow to remove a Call Server from the Selected pane.
Chapter 3: - Configuring the Reporting Server
Range
A given Call Server can only be associated with one Reporting Server.
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 Yes or No Yes
Max. File Size (MB):
Enables the Reporting Server to receive call data from the associated
Call Server(s).
Yes
Defines the maximum size of the file used to record the data feed messages during a database failover. Note that this can be limited by the amount of free disk space.
100 1 through 1000 No
QoS
Select QoS Level Enables Quality of Service (QoS) between the Reporting Server and the
Call Server.
default
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
.
af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef
Yes
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
20
Chapter 3: Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
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 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
Range Field Description
Configuration: Thread Management
Maximum Threads
Default
(Required) The maximum thread pool size in the
Reporting Server Java Virtual Machine.
300
Advanced
Statistics Aggregation
Interval
Log File Properties
Max Log File Size
The Reporting Server publishes statistics at this interval.
30 minutes
(Required) Maximum size of the log file in megabytes. The log file name follows this format:
CVP.DateStamp.SeqNum.log
example:
5 MB
For example: CVP.2006-07-04.00.log
Max Log Directory Size
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.
(Required) Maximum size of the directory containing Reporting Server log files.
500 MB
100 - 1000
10 - 1440
1 MB - Max Log
Directory Size
Max Log Dir Size divided by Max Log File
Size cannot be greater than 5,000.
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 writes log messages.
None
Syslog Server Port
Number
Port number of the Syslog server.
None
Not applicable
Any available port number. Valid port
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
21
Chapter 3: - Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Field Description
Backup Server
Backup Server Port
Number
Default
Name of a backup server to which the Reporting
Server writes log messages.
None
Port number of the backup Syslog server.
None
Range numbers are integers between 1 and 65535.
Not applicable
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:
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
22
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
If you have not already applied a license, select File Transfer in the toolbar and then click
Licensing.
The File Transfer page displays.
On the General Tab, change the desired general information. You cannot change the IP address or hostname of the Reporting Server.
Select the Reporting Properties Tab, then configure reporting properties.
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Optionally, select the Infrastructure tab and configure log file and syslog settings.
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 37)
Adding a Reporting Server (page 18)
Configuring Reporting Properties (page 20)
Adding and Removing a Device from a Device Pool (page 41)
Finding a Reporting Server (page 40)
Viewing Device State (page 22)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
23
Chapter 3: - Configuring the Reporting Server
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
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
To change a reporting database user password:
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Select the Reporting Server to edit by clicking the link to its name under the Hostname column.
Click Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
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.
In the User field, use the drop-down menu to select the user whose password you want to change.
In Old Password field, enter the existing password for that user.
In the New Password field, enter the new password.
Note: Passwords must follow guidelines for secure passwords.
In the Reconfirm Password field, retype the new password.
Click Save & Deploy to save the changes to the Operations Console database and deploy them to the Reporting Server.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
24
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
See Also
Running Reporting Database Backups (page 27)
Configuring Reporting Database Purge (page 29)
Managing Reporting Users (page 25)
Guidelines for Choosing Secure Passwords (page 32)
Viewing Reporting Database Details (page 31)
Getting Reporting Server Statistics (page 39)
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
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
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.
In the Manage Users pane, click Add User.
In the Username field, enter the name for the user.
In the Password field, enter a password for the new user.
In the Reconfirm Password field, retype the password.
.
In the Database Administrator Password field, enter the Database Administrator's password
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
25
Chapter 3: - Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Step 9 Click Add to add the user.
See Also
Changing Reporting User Passwords (page 26)
Removing Reporting Users (page 27)
Changing Reporting Database User Passwords (page 23)
Finding a Reporting Server (page 40)
Changing a Reporting User's Password
To change a reporting user's password:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
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.
In the Manage Users pane, click Change Password.
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.
In the Old Password field, enter the user's original password.
In the New Password field, enter the new password.
In the Reconfirm Password field, retype the new password.
Click Change to make the change.
See Also
Changing Reporting Database User Passwords (page 23)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
26
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Changing Reporting User Passwords (page 26)
Removing Reporting Users (page 27)
Adding New Reporting Users (page 25)
Changing Reporting Database User Passwords (page 23)
Finding a Reporting Server (page 40)
Removing Reporting Users
To remove a reporting user from the Reporting Server:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Choose Device Management > Reporting Server.
The Find, Add, Delete, Edit Reporting Server window opens.
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.
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.
From the Available users list, select the user to remove and click the left arrow.
In the Database Administrator Password field, enter the Database Administrator's password.
Click Delete to delete the selected user.
See Also
Adding New Reporting Users (page 25)
Changing Reporting User Passwords (page 26)
Changing Reporting Database User Passwords (page 23)
Finding a Reporting Server (page 40)
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
27
Chapter 3: - Configuring the Reporting Server
Editing a Reporting Server in the Operations Console 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
Step 2
Step 3
Step 4
Step 5
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Click Edit.
The Reporting Server Configuration window opens with the current settings displayed.
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.
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.
Enter the Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 23)
Configuring Reporting Database Purge (page 29)
Managing Reporting Users (page 25)
Viewing Reporting Database Details (page 31)
Getting Reporting Server Statistics (page 39)
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:
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
28
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Step 1
Step 2
Step 3
Step 4
Step 5
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
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.
Click Cancel Daily Backups.
Enter your Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 23)
Configuring Reporting Database Purge (page 29)
Managing Reporting Users (page 25)
Viewing Reporting Database Details (page 31)
Getting Reporting Server Statistics (page 39)
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
Step 2
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
29
Chapter 3: - Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Step 3
Step 4
Step 5
Step 6
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.
In the Data Purge section of the page, you can change the data retention time for each category of data.
Select the hours and minutes to run the purge each day.
Enter your Database Administrator Password and click Save & Deploy.
See Also
Running Reporting Database Backups (page 27)
Cancelling Reporting Database Backups (page 28)
Changing a Reporting Database User Password (page 23)
Managing Reporting Users (page 25)
Viewing Reporting Database Details (page 31)
Getting Reporting Server Statistics (page 39)
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
Call
Call Event
VoiceXML Session
Description
Detailed information about calls received by Unified CVP.
Default
30
Call state change event messages published by the Call Server and VXML
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.
30
VoiceXML session data includes application names, session ID, and 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, hotevents, and XML decisions).
30
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
30
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Data Category
VoiceXML Element
VoiceXML ECC Variable
VoiceXML Voice Interact Detail
VoiceXML Session Variable
VoiceXML Element Detail
Description Default
A VoiceXML element is a distinct component of a voice application call 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.
15
Expanded Call Context (ECC) variables that are included in VoiceXML 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 .
15
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 variables are global to the call session on the VXML
Server.
15
The names and values of element variables.
15
The data categories are hierarchical as described in
.
Viewing Database Details
You can view the size of a Reporting database.
Procedure
To view database details:
Step 1
Step 2
Step 3
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
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:
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
31
Chapter 3: - Configuring the Reporting Server
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 27)
Cancelling Reporting Database Backups (page 28)
Changing a Reporting Database User Password (page 23)
Configuring Reporting Database Purge (page 29)
Managing Reporting Users (page 25)
Getting Reporting Server Statistics (page 39)
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)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
32
Chapter 3: Configuring the Reporting Server
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
Step 2
Step 3
Step 4
Step 5
Step 6
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.
Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit.
Select File Transfer in the toolbar and then click Log Messages XML File Upload.
The Log Messages XML Upload page displays.
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..
Click Upload to transfer the selected file to the Unified CVP Server.
Shut down and then start the corresponding Unified CVP Server.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
33
Editing a Reporting Server in the Operations Console
See Also
Downloading a Log Messages XML File (page 33)
Editing the Log Messsages XML File (page 35)
Bulk Administration File Transfer (page 50)
Chapter 3: - Configuring the Reporting Server
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
Step 2
Step 3
Step 4
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.
Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit.
Select File Transfer in the toolbar and then click Log Messages XML File Download.
The Log Messages XML Download page displays.
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 33)
Editing the Log Messages XML File (page 35)
Bulk Administration File Transfer (page 50)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
34
Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Editing the Log Messages XML File
Message Element
Name
Body
Severity
SendToSNMP
SendToSyslog
SNMPRaise
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.
Possible Values
Resource="identifier"
Resource="identifier"
0 to 6
True or false
True or false
True or false
What it Means
Identifies the event type described in the
CVPLogMessages.properties file.
Identifies the message text described in the
CVPLogMessages.properties
file.
Identifies the severity level (page 35)
of the event.
Set to true, to send this message, when logged, to an
SNMP manager, if one is configured.
Set to true to send this message, when logged, to a
Syslog server, if one is configured.
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
35
Chapter 3: - Configuring the Reporting Server
Applying a License to a Reporting Server Using the Operations Console
Level
EMERGENCY
ALERT
CRITICAL
1
2
Severity
0
ERROR
WARN
NOTICE
INFO
3
4
5
6
Purpose
System or service is unusable
Action must be taken immediately
Critical condition, similar to ALERT, but not necessarily requiring an immediate action
An error condition that does not necessarily impact the ability of the service to continue to function
A warning about a bad condition, which is not necessarily an error
Notification about interesting system-level conditions, which are not errors
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
Step 2
Step 3
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.
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.
Select File Transfer in the toolbar and then click Licensing.
The File Transfer page displays.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
36
Chapter 3: Configuring the Reporting Server
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 40)
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
Step 2
Step 3
Step 4
Step 5
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window displays.
Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server
From the list of matching records, choose the Reporting Server that you want to delete.
Click Delete.
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 18)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
37
Chapter 3: - Configuring the Reporting Server
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
Interval Statistics
Start Time
Duration Elapsed
Description
Interval Duration
VXML Events Received
SIP Events Received
IVR Events Received
Database Writes
The time the system started collecting statistics for the current interval.
The amount of time that has elapsed since the start time in the current interval.
The interval at which statistics are collected. The default value is 30 minutes.
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.
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.
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.
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
38
Chapter 3: Configuring the Reporting Server
Statistic
Duration Elapsed
VXML Events Received
SIP Events Received
IVR Events Received
Database Writes
Viewing Reporting Statistics
Description
The amount of time that has elapsed since the service start time.
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.
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.
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.
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
Step 2
Step 3
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
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.
Select Statistics in the toolbar.
The
Reporting Server statistics (page 38) are listed in the Reporting tab.
See Also
Running Reporting Database Backups (page 27)
Cancelling Reporting Database Backups (page 28)
Changing a Reporting Database User Password (page 23)
Configuring Reporting Database Purge (page 29)
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
39
Chapter 3: - Configuring the Reporting Server
Finding a Reporting Server in the Operations Console
Managing Reporting Users (page 25)
Viewing Reporting Database Details (page 31)
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
Step 2
Step 3
Step 4
Step 5
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.
If the list is long, click Next to view the next page of available devices.
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.
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
From the second window drop-down list box, choose one of the following criteria:
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
40
Chapter 3: Configuring the Reporting Server
Adding and Removing a Device from a Device Pool
Step 6
Search criteria:
• begins with
• contains
• ends with
• is exactly
• is empty
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
Step 1
Step 2
Step 3
Step 4
To add or remove a device from a device pool:
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.
Select the device by checking the checkbox preceding it or highlighting the device and then clicking Edit.
Select the Device Pool tab.
If:
You want to add a device to a device pool
Then:
Select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
41
Chapter 3: - Configuring the Reporting Server
Adding and Removing a Device from a Device Pool
Step 5
If: Then:
You want to remove a device from a device pool
Select the device pool from the Selected pane, and then click the left arrow to move the device pool to the
Available pane.
Click Save.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
42
Chapter 4
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 43
•
Editing a VXML Server in the Operations Console, page 45
•
Transferring a File to Multiple Devices, page 50
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 VXMLServer 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 41) for additional information about how to add a server to a device pool.
Adding a VXML Server
Before You Begin
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
43
Chapter 4: - Configuring the VXML Server for Reporting
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
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 1
Step 2
To add a VXML Server:
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.
Click Add New.
The VXML Server Configuration window opens to the General Tab.
Enter the general server information and choose a primary Call Server.
Optionally, choose a backup Call Server.
Select the Configuration Tab, then configure VXML Server properties.
Optionally, select the Device Pool tab and add the VXML Server to a device pool.
Optionally, select the Infrastructure tab and configure log file and syslog settings.
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
44
Chapter 4: Configuring the VXML Server for Reporting
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
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Choose Device Management > VXML Server.
The Find, Add, Delete, Edit VXML Servers window opens.
From the list of matching records, choose the VXML Server that you want to edit.
Click Edit.
The VXML Server Configuration window opens to the General Tab.
Change any general server information. You cannot change the IP address of the VXML Server.
Select the Configuration Tab, then configure VXML Server properties.
Optionally, select the Device Pool tab and add the VXML Server to a device pool.
Optionally, select the Infrastructure tab and configure log file and syslog settings.
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
45
Chapter 4: - Configuring the VXML Server for Reporting
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
General
IP Address
Hostname
Description
The IP address of the VXML Server None
The host name of the VXML Server.
Host names must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash.
None
The description of the VXML Server.
None
Enable secure communication with the Operations
Console
Select to enable secure communications between the Operations Console and this component. The device is accessed using
SSH and files are transferred using
HTTPS.
None
Call Servers
Primary Call Server The VXML Server uses the message 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.
None
Backup Call Server The VXML Server uses the message 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.
None
A valid IP address
A valid DNS name, which includes uppercase and lowercase letters in the alphabet, the numbers
0 through 9, and a dash
Less than or equal to
1024 characters
On or Off
Not applicable
Not applicable
No
No
No
Yes - reboot
Yes - Restart Call
Server and
VXML Server
Yes - Restart Call
Server and
VXML Server
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
46
Chapter 4: Configuring the VXML Server for Reporting
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 timestamps.
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
Configuration
Enable Reporting for this VXML Server
Enable Reporting for
VXML Application
Details
Max. Number of
Messages
Indicates whether or not the VXML
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
Indicates whether or not VoiceXML application details are reported.
Disabled
The maximum size of reporting messages that are saved in a memory buffer if a failover occurs and the Call Server is unreachable.
100,000
Enabled (the default) or
Disabled.
Enabled or Disabled (the default).
Not applicable - cannot be changed
Yes - Restart
VXML Server
Yes - Restart
VXML Server
Not applicable
QoS
Select QoS Level The level of transmission quality and service availability for the
VXML Server.
cs3
Note: For more information, see the
Enterprise QoS Solution Reference
Network Design Guide.
The drop-down list has the following values: af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef
Yes - Restart
VXML Server
VXML Applications Details: Filters
Inclusive Filters List of applications, element types, element names, and element fields, and ECC variables to include in reporting data.
None A semicolon-separated list of text strings. A wildcard character (*) is allowed within each element in the list.
Yes - Restart
VXML Server
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
47
Chapter 4: - Configuring the VXML Server for Reporting
Editing a VXML Server in the Operations Console
Field Description
Exclusive Filters List of applications, element types, element names, and element fields, and ECC variables to exclude from reporting data.
Default
None
Range
Note: For more information about filter syntax and rules, see
Restart/Reboot
Needed
A semicolon-separated list of text strings. A wildcard character (*) is allowed within each element in the list.
Yes - Restart
VXML Server
Note: For more information about filter syntax and rules, see
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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
48
Chapter 4: Configuring the VXML Server for Reporting
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.*.*
*.Voice.*.*
MyApplication.*.*.var*
MyApplication.*.*.*3
MyApplication.*.*.SESSION:Company
Matches all voice elements in MyApplication
Matches all Voice elements in all applications.
Matches all fields in MyApplication that start with the string var .
Matches all fields in MyApplication that end with 3 .
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
Application1.*.*.*
Application1.*.*.*
Exclusive Filter
None
*.*.Element1.*;
Data the VXML Server Feeds To the
Reporting Server
All Application1 data
All Application1 data, except Element1 and Element2
*.*.Element2.*
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
49
Chapter 4: - Configuring the VXML Server for Reporting
Transferring a File to Multiple Devices
Inclusive Filter
*.*.*.Field1
Exclusive Filter
Application1.*.*.*
Application1.*.*.*
*.*.Element1.*;
*.*.Element2.*;
*.*.*.Field1
*.Voice.*.* which matches
Element3 and Element4
Application1.*.*.* *.*.Element1.*;
*.*.Element2.*;
*.*.*.Field1
*.Voice.*.* which matches
Element1, Element2, Element3, and
Element4
*.Voice.*.* which matches
Element1 and Element2
*.*.Element1.*
*.*.Element1.*
*.*.Element3.*;
*.*.Element4.*
*.*.*.Field1
None
*.*.*.Field1
Data the VXML Server Feeds To the
Reporting Server
All Application1 data, except Element1,
Element2, and Field1
All Application1 data, except Element3 and Element4
No data for Application1
Only Element1 and Element2
Element1 and Element2, except for
Field1, if it exists in those elements
Element1
Element1, except for Field1 if it exists in
Element1
Field1 in any elements except Element3 and Element4
*.*.Element3.*;
*.*.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
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
50
Chapter 4: Configuring the VXML Server for Reporting
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
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
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.
Click Script File.
Either enter the fully qualified path to a script file to transfer or click Browse to search for the file.
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
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.
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.
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
Procedure
Step 1
Step 2
Step 3
Step 4
To transfer a license file:
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.
Click License File.
Either enter the fully qualified path to a license file to transfer or click Browse to search for the file.
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
51
Chapter 4: - Configuring the VXML Server for Reporting
Transferring a File to Multiple Devices
Step 5
Step 6
Step 7
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.
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.
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
52
Chapter 5
Introduction to the Database Schema
This section contains the following topics:
•
About the Database Schema, page 53
•
Entity-Relationship Diagram, page 54
•
About the Database Schema
The Reporting Server hosts an 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 85) )
The following diagram indicates a common set of incoming and outgoing entry and exit states for a call to a self-service application.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
53
Entity-Relationship Diagram
Figure 2: Call Flow
Chapter 5: - Introduction to the Database Schema
Entity-Relationship Diagram
The following ER diagram shows the Unified CVP database schema.
Figure 3: ER Diagram
Table Definitions
This section lists all the tables, in alphabetical order.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
54
Chapter 5: Introduction to the Database Schema
Table Definitions
ActionTypeRef Table
Field
ActionTypeID
Name
This is the table to map an ActionTypeID to the type of action for an element that changes data.
Type int nvarchar(96)
Null
No
No
Index
Yes (Primary Key)
No
Description
The unique id of an action type
The name of the action type
Table Values (ID, Name):
1, "Initialize"
2, "Update"
3, "Return"
Call Table
Field
CallGUID
This table contains one record per call.
Type char(35)
Null
No
CallStartDate
StartDateTime
MessageBusName datetime varchar(42)
SubSystemTypeID int
LocalTimeZone
ANI
DNIS date int varchar(32) varchar(32)
No
No
No
No
Yes
No
No
Index Description
Yes (Primary Key
Composite CallGUID,
CallStartDate)
The global unique id of a call
Yes (Primary Key
Composite CallGUID,
CallStartDate)
Date of the call, for data purging purposes
Yes
No
Date and time a call was made
The name of the Call
Server (its message adapter name) where the call originates
No
No
No
No
The type of Unified
CVP Service, such as
SIP, IVR, VXML
The local time zone identifier
ANI of the caller sent by telephony provider
DNIS of a call sent by telephony provider
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
55
Table Definitions
Field
EndDateTime
UUI
Iidigits
UID
NumAppVisited
NumOptOut
TotalTransfer
NumTimeOut
NumError
NumOnHold
DBDateTime
Chapter 5: - Introduction to the Database Schema
Type datetime varchar(100) varchar(100) varchar(50) int int int int int int datetime
Null
Yes
Yes
Yes
Yes
No
No
No
No
No
No
No
Index
No
No
No
No
No
No
No
No
No
No
No
Description
The date and time a call ended with hang-up or disconnect
(but see the Note below)
The UUI of the originating caller sent by telephony provider
The IIDIGITS of the originating caller sent by telephony provider
The external UID of the caller if the call is associated with a user
The number of applications visited during the life of the call
The number of times that the call is opt out to an agent
The total number of times the call is transferred out
The number of times the call timed out
The number of errors that occurred during the call
The number of times the call is on hold due to unavailable port
The date and time of the database operation
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
56
Chapter 5: Introduction to the Database Schema
CallEvent Table
Field
CallGUID
Type char(35) date CallStartDate
CallLegID
MessageBusName varchar(43) varchar(42)
Null
No
No
Yes
No
EventDateTime
EventTypeID datetime int
CauseID
DBDateTime
SubSystemTypeID
SubSystemName int datetime int varchar(41)
LocalTimeZone int
CallICMInfo Table
Field
CallGUID
Type char(35)
Null
No
No
No
No
No
No
No
Yes
CallStartDate date No
Table Definitions
Index
Yes (Composite index
CallGUID,
CallStartDate)
Description
The global unique id of a call
Yes (Composite index
CallGUID,
CallStartDate)
No
Date of the call, for data purging purposes
A call id assigned by a
Service
No
Yes
The name of the Call
Server (its message adapter name) with which the event is associated
Date and time of the event
No
No
No
Yes
No
No
The mechanism used to generate the call event
The reason that the call event was generated
The date and time of the database operation
The type of the Service
The name of the
Service the event originated from
The local time zone identifier
Index Description
Yes (Composite index
CallGUID,
CallStartDate)
The global unique id of a call
Yes (Composite index
CallGUID,
CallStartDate)
Date of the call, for data purging purposes
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
57
Table Definitions
Field
RouterCallKey
Type int
RouterCallKeyDay int
RouterCallKeySequenceNumber int
EventDateTime
MessageBusName datetime varchar(42)
Null
No
No
Yes
No
No
DBDateTime datetime No
Index
Yes
Yes
Yes
Yes
No
No
Chapter 5: - Introduction to the Database Schema
Description
ICM Router CallKey
ICM RouterCallKeyDay
ICM
RouterCallKeySequenceNumber
Date and time of the event
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
CauseRef Table
Field
CauseID
Name
This is the table to map a CauseID to the cause.
Type int
Null
No
Index
Yes (Primary Key)
No nvarchar(96) No
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"
Description
The unique id of a call event cause
The cause of the event
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
58
Chapter 5: Introduction to the Database Schema
Table Definitions
13, "Called Party Disconnected"
14, "Max Ports"
15, "Suspended"
16, "Time Out"
17, "Invalidated"
18, "Error"
1001, "Hang Up"
1002, " Network"
1003, "System"
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"
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]
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
59
No
Chapter 5: - Introduction to the Database Schema
Table Definitions
1023, "No Answer"
1024, "Busy"
1025, "Gen Transfer"
1026, "Invalid Extn"
1027, "Hang Up Forced"
1028, "After Trans Estab"
1030, "Unsupported Language"
1031, "Media Resource ASR"
1032, "Media Resource TTS"
1033, "General ASR TTS"
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
Field
DataCategory
Type varchar(64)
Null
No
TableName
NumberDaysRetained varchar(32) int
No
No
ActualNumberDaysRetained interval DAY(4)
TO DAY
Yes
Index
No
Yes
No
No
Description
The name of the Data
Category Visible in
Operations Console
The name of the table
The number of days to retain the data
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
The number of extents NumberOfExtents int
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
60
Yes
Chapter 5: Introduction to the Database Schema
Field
ExtentSpaceUsed
TotalSpaceUsed
DataSpaceUsed
Type float float float
DailyPurgeLastRunDate datetime
EmergencyPurgeLastRunDate datetime
Null
Yes
Yes
Yes
Yes
Yes
CVPDateTrap Table
Field
CallStartDate
Type date
Null
Yes
CVPDBSpaceUsed Table
Field
DBSpace
TotalSpace
ExtendedSpace
FreeSpace
DataSpaceUsed
Type varchar(20) float float float float
MaxSizeGrowth
RecentSizeGrowth
LastRunDate float float datetime
Yes
Yes
No
Null
No
No
No
No
Yes
CVPDBVersion Table
Field
MajorVersion
Type varchar(10)
Null
No
Index
No
No
No
No
No
Table Definitions
Description
The extent space used
The data plus index space size used in megabytes
The data space size used in megabytes
The date and time of last daily run
The date and time of last emergency purge
Index
No
Description
Meta for schema management
No
No
No
Index
No
No
No
No
No
Descriptions
Name of the DBSpace
Total Available File
Space
Reserved Space
Non-reserved Space
Amount of
ExtendedSpace actually used
Maximum recorded growth in 24 hours
Last recorded growth in 24 hours
The date and time when the record was updated
Index
Yes (Composite index
MajorVersion,
MinorVersion)
Description
Major version
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
61
Table Definitions
Field
MinorVersion
Type varchar(20)
UpdateDateTime datetime
CVPLog Table
Field
MessageDateTime
Message
MessageClass
Type datetime varchar(255) char(8)
Null
Yes
Yes
Yes
Null
No
No
CVPPartitionInfo Table
Field
TableName
PartDate
PartName
DBDateTime
Type varchar(32) date char(12) datetime
CVPPartitionParameters Table
Field
DBSize
PCTFree
Type int float
Bump float
Null
No
No
No
No
Null
No
No
No
Index
No
No
No
Chapter 5: - Introduction to the Database Schema
Index
Yes (Composite index
MajorVersion,
MinorVersion)
No
Description
Minor version
The date and time when the record is updated
Index
No
No
Yes
Description
Date and time of message
Message details
Type of message: Add,
Aged Off, Alter, Err
Info, Remainder,
EPurge
Index Description
Yes (Composite index
TableName, PartDate)
Name of the table
Yes (Composite index
TableName, PartDate)
Date of the data in partition
No Name of the partition
No The date and time that the partition was created
Description
Usable data size in GB
Percent of space to keep free in the DB space
Planned growth factor, used to determine sizes for future table extents
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
62
Chapter 5: Introduction to the Database Schema
Field
DaysAhead
Type int
ContainerSizeLarge int
ContainerSizeMedium int
ContainerSizeSmall int
Null
No
No
No
No
Index
No
No
No
No
Table Definitions
Description
Number of days ahead to create partitions; minimum is 1
Starting size in KB for large sized tables
Starting size in KB for medium sized tables
Starting size in KB for small sized tables
CVPPurgeList Table
Field
Action
TableName
TabID
Partition
PartDate
DBSpace
PartSize
Reason
Type char(1) varchar(32) int char(12) date varchar(32) int char(12)
Null
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
Index
No
No
No
No
No
Description
Action to take: A=Add,
D=Drop, S=Split
Name of table
ID of table
Name of the partition
Date of the data in partition
Name of the DB space
Size of the partition
Reason for the action
ElementTypeRef Table
Field
ElementTypeID
Name
This is the table to map an ElementTypeID to a VXML element type.
Type int
Null
No
Index
Yes (Primary Key) nvarchar(96) No No
Description
The unique id of an element type
The name of the element type
Table Values (ID, Name):
0, "Start"
1, "End"
2, "Subdialog_Start"
3, "Subdialog_Return"
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
63
Chapter 5: - Introduction to the Database Schema
Table Definitions
4, "Decision"
5, "Action"
6, "Custom"
7, "HotLink"
8, "HotEvent"
9, "ElementFlag"
10, "Voice"
11, "VXMLInsert"
12, "ReqICMLabel"
13, "General"
EventTypeRef Table
Field
EventTypeID
Name
This is the table to map an EventID to its name (event type).
Type int
Null
No
Index
Yes (Primary Key) nvarchar(96) No No
Description
The unique id of a call event type
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"
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
64
Chapter 5: Introduction to the Database Schema
10, "Call Transfer"
11, "Run Script"
OutgoingECCVariable Table
Field
CallGUID
Type char(35)
Null
No
CallStartDate
SessionID
ElementID
ECCVarName
ECCVarValue
EventDateTime
MessageBusName char(12) nvarchar(255) datetime varchar(42)
Field
ResultID
Name date int8 int8
No
No
No
No
No
No
No
Table Definitions
Index
Yes (Composite index
CallGUID,
CallStartDate)
Description
The global unique id of a call
Yes (second field in
Composite indexes)
Yes (Composite index
SessionID,
CallStartDate)
Date of the call, for data purging purposes
The identifier of the session in which the
ECC variable changes
Yes (Composite index
ElementID,
CallStartDate)
The identifier of the element in which the
ECC variable changes
No
No
Yes
The name of session variable that was exited
The value of session variable
Date and time when the
ECC variable changed
No
No
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
DBDateTime
ResultRef Table
datetime No
This is the table to map a ResultID to a result string.
Type int
Null
No
Index
Yes (Primary Key) nvarchar(96) No No
Description
The unique id of a result
The name of the element result
Table Values (ID, Name):
1, "Normal"
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
65
Chapter 5: - Introduction to the Database Schema
Table Definitions
2, "Invalidated"
3, "HotEvent"
4, "HotLink"
5, "Hang Up"
6, "Error"
7, "Transfer"
SubSystemTypeRef Table
Field
SubSystemTypeID
Name
This is the table to map a SubSystemTypeID to a Unified CVP Service type.
Type int nvarchar(96)
Null
No
No
Index
Yes (Primary Key)
No
Description
The unique id of a
Service type
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"
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
66
Chapter 5: Introduction to the Database Schema
Field
UserInputModeID
Name
Type int nvarchar(96)
Null
No
No
Index
Yes (Primary Key)
No
Table Definitions
Description
The unique id of a user input mode
The name of the user input mode
Table Values (ID, Name):
1, "DTMF"
2, "Voice"
3, "DTMF Voice"
VarDataTypeRef Table
Field
VarDataTypeID
Name
This is the table to map a VarDataTypeID to the data type of a variable.
Type int
Null
No
Index
Yes (Primary Key) nvarchar(96) No No
Description
The unique id of a variable data type
The name of the variable data type
Table Values (ID, Name):
0, "String"
1, "Int"
2, "Float"
3, "Boolean"
VoiceActionTypeRef Table
Field
VoiceActionTypeID
Name
This is the table to map a VoiceActionTypeID to the VXMLVoiceInteractDetail.
Type int nvarchar(96)
Null
No
No
Index
Yes (Primary Key)
No
Description
The unique id of a
VoiceActionTypeRef
The name of the call state
Table Values (ID, Name):
1, "No Match"
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
67
Chapter 5: - Introduction to the Database Schema
Table Definitions
2, "No Input"
3, "Audio Group"
4, "Input Mode"
5, "Utterance"
6, "Interpretation"
7, "Confidence"
VXMLCustomContent Table
Field
ElementID
CallStartDate
VarName
VarValue
EventDateTime
MessageBusName
DBDateTime
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.
Type int8
Null
No date nvarchar(51) nvarchar(255) datetime varchar(42) datetime
No
No
Yes
No
No
No
Index
Yes (Composite index
ElementID,
CallStartDate)
Description
The unique id of a visited element
Yes (Composite index
ElementID,
CallStartDate)
No
Date of the call, for data purging purposes
The name of the custom event variable
No
No
No
No
The value of the custom event variable
Date and time when the variable is changed
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
68
Chapter 5: Introduction to the Database Schema
Field
ElementID
CallStartDate
SessionID
CallGUID
ElementName
ElementTypeID
EnterDateTime
ExitDateTime
ExitState char(35) nvarchar(51) int datetime datetime nvarchar(51)
NumberOfInteractions int
ResultID
MessageBusName int varchar(42)
DBDateTime
Type int8 date int8 datetime
Null
No
No
No
No
No
No
No
Yes
Yes
Yes
Yes
No
No
Table Definitions
Index Description
Yes (Primary Key,
Composite ElementID,
CallStartDate)
The unique id of a visited element
Date of the call, for data purging purposes
Yes (second field in
Primary Key and
Composite indexes)
Yes (Composite index
SessionID,
CallStartDate)
Yes
The unique id of a
VXML application session
The global unique id of a call
No
No
Yes
The name of an element
The type of element
Date and time when the element was entered
No
No
No
No
Date and time when the element was exited
The exit state of the element
The number of interactions while the user visited this element
Indicates how an element ended
No
No
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
VXMLElementDetail Table
Field
ElementID
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.
Type int8
Null
No
Index
Yes (Composite index
ElementID,
CallStartDate)
Description
The unique id of an element
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
69
Table Definitions
Field
CallStartDate
VarName
VarValue
VarDataTypeID
Type date nvarchar(51) nvarchar(255) int
Null
No
No
Yes
No
ActionTypeID int
EventDateTime
MessageBusName datetime varchar(42)
No
No
No
No DBDateTime datetime
VXMLElementFlag Table
Field
ElementID
Type int8
CallStartDate date
EventDateTime datetime
Name nvarchar(51)
PreviousElementName nvarchar(51)
MessageBusName varchar(42)
DBDateTime datetime
Null
No
No
No
No
Yes
No
No
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
70
Chapter 5: - Introduction to the Database Schema
Index
Yes (Composite index
ElementID,
CallStartDate)
No
No
Description
Date of the call, for data purging purposes
The name of the element variable
The String value of the element variable
No
No
The data type of the element variable, such as String, Integer,
Boolean
The type of action for an element that changes data
Yes
No
No
Date and time when the variable was changed
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
Index
Yes (Composite index
ElementID,
CallStartDate)
Yes (Composite index
ElementID,
CallStartDate)
Description
The unique id for the element in which the flag activated
Date of the call, for data purging purposes
Yes
No
No
The date and time when the flag activated
The flag name
Name of the previous application element
No
No
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
Chapter 5: Introduction to the Database Schema
VXMLError Table
Field
ElementID
Type int8
CallStartDate
ErrorName
EventDateTime date varchar(12) datetime
Description
MessageBusName nvarchar(255) varchar(42)
No
No
No
No
Null
No
No
DBDateTime datetime
VXMLHotEvent Table
Field
ElementID
Type int8
CallStartDate
EventDateTime date datetime
Name
MessageBusName nvarchar(51) varchar(42)
No
Null
No
No
No
No
No
DBDateTime datetime No
Table Definitions
Index
Yes (Composite index
ElementID,
CallStartDate)
Yes (Composite index
ElementID,
CallStartDate)
No
Description
The unique id for the element in which the error occurs
Date of the call, for data purging purposes
Name of an error
Yes
No
No
No
The date and time when the error occurred
The detailed error message
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
Index Description
Yes (Composite index
ElementID,
CallStartDate)
The unique id for the element in which the hotevent occurred
Yes (Composite index
ElementID,
CallStartDate)
Date of the call, for data purging purposes
Yes The date and time when hot event occurred
No
No
No
The name of the hot event
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
71
Chapter 5: - Introduction to the Database Schema
Table Definitions
VXMLHotLink Table
Field
ElementID
CallStartDate
EventDateTime
Name
MessageBusName nvarchar(51) varchar(42)
DBDateTime
Type int8 date datetime datetime
Null
No
No
No
No
No
No
Index
Yes (Composite index
ElementID,
CallStartDate)
Yes (Composite index
ElementID,
CallStartDate)
Yes
Description
The unique id for the element in which the hotlink activated
Date of the call, for data purging purposes
The date and time when the hot link activated
No
No
No
The name of the hot link
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
VXMLSession Table
Field
SessionID
CallStartDate
SessionName
CallGUID
StartDateTime
AppName
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.
Type int8 date nvarchar(96) char(35) datetime nvarchar(51)
Null
No
No
No
No
No
No
Index Description
Yes (Primary Key,
Composite SessionID,
CallStartDate)
The unique id of a
VXML application session
Yes (second field in
Primary Key and
Composite indexes)
No
Date of the call, for data purging purposes
Yes (Composite index
CallGUID,
CallStartDate)
The global unique id of a call
Yes
Yes
The name of the session assigned by
VXML Server
Date and time when session starts
The name of the
VXML application
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
72
Chapter 5: Introduction to the Database Schema
Field
EventTypeID
CauseID
EndDateTime
SourceAppName
LocalTimeZone
Duration
SubSystemName
MessageBusName int int varchar(41) varchar(42)
DBDateTime
Type int int datetime nvarchar(51) datetime
Null
Yes
Yes
Yes
No
No
Yes
Yes
Yes
No
Index
No
No
No
No
No
No
No
No
No
Table Definitions
Description
The mechanism used to end the application visit
The reason that the application visit ended
The end date and time of the session
The name of the application that transferred to this one
The local time zone identifier
The duration of the session (seconds)
The name of the
VXML Service
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
VXMLSessionVariable Table
Field
SessionID
ElementID
CallStartDate
VarName
VarValue
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.
Type int8 int8 date nvarchar(51) nvarchar(255)
Null
No
No
No
No
Yes
Index
Yes (Composite index
SessionID,
CallStartDate)
Description
The unique id of an
IVR application session
Yes (Composite index
ElementID,
CallStartDate)
The identifier of the element in which the session variable changes
Yes (second field in
Composite indexes)
No
No
Date of the call, for data purging purposes
The name of the session variable that was exited
The value of the session variable
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
73
Table Definitions
Field
ActionTypeID
EventDateTime
VarDataTypeID
Type int datetime int
MessageBusName varchar(42)
DBDateTime
FromICM datetime boolean
No
No
No
Null
No
No
No
VXMLVoiceInteractDetail Table
Field
ElementID
Type int8
CallStartDate date
ElapsedTimeMillisecond int
VoiceActionTypeID
Value
DBDateTime int nvarchar(255) datetime
Null
No
No
No
No
Yes
No
Yes
No
No
No
No
Chapter 5: - Introduction to the Database Schema
Index
No
Description
The type of action for a session variable that changes data
Date and time when the session variable changed
The data type of the session variable, such as Integer, String,
Boolean
The name of the message bus that delivers the VXML datafeed message
The date and time of the database operation
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'
Index
Yes (Composite index
ElementID,
CallStartDate)
Description
The unique id of a visited element
No
No
No
Yes (Composite index
ElementID,
CallStartDate)
Date of the call, for data purging purposes
No Time since the last interaction
Type of interaction
Value of interaction
The date and time of the database operation
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
74
Chapter 6
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. Unified CVP does provide, as examples, a few sample report templates. This chapter discusses the various sample report templates.
Using the Cisco-Provided Sample Report Templates
Unified CVP provides a few sample Crystal Reports templates, as well as the SQL statements used in the reports. This may make it easier for you to generate customized reports with your own reporting tools.
Thus, these samples can be used in three ways:
• As is, if you are using Crystal Reports and these templates meet your needs
• As a foundation that you can alter to create Crystal Report templates that better suit your needs
• As examples of report templates that you can use to guide you in creating report templates for whatever report engine you are using
The templates can be run using Crystal Reports or a Crystal Viewer. Either of these would execute the sample templates to query against the reporting database. The sample reports are based on data that was generated by sample VoiceXML scripts. These sample scripts are shipped with the Reporting Server so that you can run the scripts to generate data and then run the sample reports. The SQL statements used by Crystal Reports are also provided.
Note: Sample templates are available on the Cisco Unified CVP Release 4.1(1) Software CD, in a top-level directory called Samples. The templates are installed on the Reporting Server.
The sample scripts, and the SQL statements, are also provided in the Samples directory.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
75
Chapter 6: - Reporting Against the Database
Using the Cisco-Provided Sample Report Templates
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
1
2
3
4
5
6
7
8
Time Call
Duration
ANI
28CD4191-
7F6C11DB-
A6EF0014-
6944B976
11/30/2006 0:40:45
2A288BE4-
7F6C11DB-
A6F00014-
6944B976
11/30/2006 0:40:47
2AC38680-
7F6C11DB-
900D0014-
6944B962
11/30/2006 0:40:48
2BF25095-
7F6C11DB-
A6F10014-
6944B976
11/30/2006 0:40:50
2BFA1D3C-
7F6C11DB-
82AB0014-
6944B8CC
11/30/2006 0:40:50
2C61F58D-
7F6C11DB-
900E0014-
6944B962
11/30/2006 0:40:51
2D685567-
7F6C11DB-
82AC0014-
6944B8CC
11/30/2006 0:40:53
2DBC1546-
7F6C11DB-
A6F20014-
6944B976
11/30/2006 0:40:53
50
50
50
50
14
50
130
50
190190190
190190190
191191191
190190190
1
191191191
1
190190190
DNIS
3110
3110
3110
3110
8001431001
3110
8001431001
3110
Num
Time Out
Num
Errors
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Num
Apps
Visited
1
Total
Transfers
0
1
1
1
0
1
1
1
0
0
0
1
0
2
0
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
76
Chapter 6: Reporting Against the Database
Call
Num
CallGUID Start
Date
9
Time
2E2D8EB6-
7F6C11DB-
900F0014-
6944B962
11/30/2006 0:40:54 50
Call
Duration
ANI DNIS
191191191 3110
Using the Cisco-Provided Sample Report Templates
Num
Time Out
Num
Errors
0 0
Num
Apps
Visited
1
Total
Transfers
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
Handled
3,248,281
Caller Abandon
1,620
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
Subdialog Start 01 start
ReqICMLabel
Flag Done
Audio Exit
Audio ValidLabel
Subdialog Return 01 end
Element Enter Time
1:11:53 am
1:11:53 am
1:11:53 am
1:11:54 am
1:11:54 am
1:11:54 am
1:11:54 am
1:12:43 am
Element Exit Time
1:11:53 am
1:11:53 am
1:11:54 am
1:11:54 am
1:11:54 am
1:11:54 am
1:11:54 am
1:12:43 am
Element Type
Subdialog Start
Start
ReqICMLabel
ElementFlag
Voice
Voice
Subdialog Return
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
77
Chapter 6: - Reporting Against the Database
Using the Cisco-Provided Sample Report Templates
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
7/5/2006
2:28:23PM
7/5/2006
2:30:23PM
159120
Table 14: CallGUID: F772B308-0808927
TCD Record DateTime CallTypeID
Router CallKey ANI
312 9789360000
1 5001
Service Skill
TargetID
None
DNIS
8305558931
Agent Skill
TargetID
None
2
7/5/2006
2:39:23PM
7/5/2006
2:30:23PM
5001 5001 5002
NumberApps
Visited
0
Answered Within
ServiceLevel
N
N
Running Crystal Reports Templates
To run Crystal Reports templates, you must replace the ODBC connection with a local connection. Do not install a reporting package on the Reporting Server. Select a machine that is not used by Unified CVP to develop and launch reports.
Caution: These steps are only intended for advanced users. More complete documentation is installed with the Crystal reporting product. If you are unfamiliar with how to set up and configure ODBC connections, please refer to the Crystal Reports documentation.
To change a template's ODBC connection, perform the following steps:
1. Install Crystal Reports or a Crystal Viewer.
2. Install the Informix ODBC driver, which is included in the CSDK installer. The driver is also available on the IBM web site.
3. Configure an ODBC connection to point to the Unified CVP Informix Server. Configure a SQL Server connection to an HDS if required.
4. Open the template in Crystal Reports.
5. From the Database menu, choose Set Data Source Location.
6. In the Replace with window, perform the following steps to open a connection:
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
78
Chapter 6: Reporting Against the Database
Using the Cisco-Provided Sample Report Templates
– Create New Connection, select ODBC
– Select the Unified CVP connection that you configured in Step 3, and click Next.
– Enter the password for the database, and click Finish
– Drill down in to the database instance by selecting the instance name
(cvp_db__hostname), the database (cvp_data), and the database administrator
(cvp_dbadmin) tables
– In the Current Data Source window, replace each table that is prefaced with a
t_with the corresponding table removing the t_
– Click Update
– Some reports have custom SQL. Custom SQL statements are named Command*; use the Add Command entry under the database instance to update custom statements. Right-click on the Current command, select View, and copy the SQL query; then enter it in the New Command when prompted
– Repeat the preceding steps for the HDS connection if required; with Unified ICME, both the current and replace tables are prefaced with a t_
7. Refresh the report.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
79
Using the Cisco-Provided Sample Report Templates
Chapter 6: - Reporting Against the Database
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
80
Chapter 7
Reporting Best Practices
This section contains the following topics:
•
CPU Intensive Reports, page 81
•
Filtering Data to be Stored in the Database, page 82
•
ECC Variable Security, page 82
•
Writing Efficient SQL when Creating Reports, page 83
•
Database Sizing Issues, page 83
•
Database Backup and Recovery, page 84
•
Only Use Reporting Users when Querying the Database, page 84
•
Informix, Operating System Time, and Local Time, page 84
•
Assuring Accurate Time Stamps for Reporting and Logging, page 84
•
•
Joining Data with an ICM HDS Database, page 85
•
Joining Unified CVP and SQL Server Data, page 85
•
Reporting Isolation Level, page 85
•
Database Retention Settings, page 85
•
Purge and Backup Database Maintenance Tasks, page 85
•
Zero Duration Calls and Writing Reports, page 86
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 4.0 Solution
Reference Network Design (SRND) document.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
81
Chapter 7: - Reporting Best Practices
Filtering Data to be Stored in the Database
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 43) ).
Either adding more exclusive filters, or using fewer inclusive filters, would cut down on the amount of data stored.
ECC Variable Security
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.
Additionally, the VXML Server allows you to filter out sensitive data, see
"Configuring the VXML Server for Reporting" (page 43) .
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
82
Chapter 7: 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.
Database Sizing Issues
See the discussion in
"Data Retention" (page 10) . Also see the Planning Guide for Cisco Unified
Customer Voice Portal and the Cisco Unified Customer Voice Portal (CVP) Release 4.0 Solution
Reference Network Design (SRND) document.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
83
Chapter 7: - Reporting Best Practices
Database Backup and Recovery
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 12) and
.
Only Use Reporting Users when Querying the Database
In the interests of security, allow only reporting users to generate reports.
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.
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
84
Chapter 7: Reporting Best Practices
Joining Data with an ICM HDS Database
For each aspect of the password, the Reporting password must meet the requirement of the more restrictive policy.
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.
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.
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
85
Chapter 7: - Reporting Best Practices
Zero Duration Calls and Writing Reports
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.
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
86
Index
Index
application summary report....
application user....
backups....
,
cancelling for Reporting Server....
retries....
running for Reporting Server....
before you begin tasks adding a reporting server....
adding a VXML Server....
deleting a Reporting Server....
editing a VXML Server....
best practices....
bulk file transfer license files....
script files....
call
Call category....
CallEvent table....
CallICMInfo table....
Call Server....
downloading Log Messages XML file....
uploading Log Messages XML file....
CauseRef table....
configuration tabs
Reporting Server general information....
Reporting Server Infrastructure Tab....
Reporting Server reporting properties....
CPU intensive reports....
Crystal Reports....
,
cvp_dbadmin....
CVPDateTrap table....
CVPLogMessages.properties file
CVPLogMessages.xml file
CVPPartitionParameters table....
CVPPurgeList table....
database....
multiple....
viewing details....
database administrator....
database backup (see backups)....
database connection failure....
database purge (see purging)....
database recovery....
,
,
database users (see users)....
data categories....
data filtering....
data retention....
,
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
Index 87
default number of days....
destination
device pools device statistics
events failure
filters for reporting
adding or removing a device....
emergency purge (see purging)....
Entity-Relationship diagram....
ER diagram....
database connection....
HDS....
IBM Informix Dynamic Server database (see Informix)..
ICM....
Informix database (see database)....
Informix user
instance owner....
isolation level....
IVR Service....
join report....
,
license files
transferring multiple files....
log messages
changing reporting database user....
policies....
purging....
,
emergency....
number of days to retain data....
retries....
querying the database....
recovery....
Reporting configuring Reporting Server....
reporting database changing user passwords....
,
reporting filters for VXML Server....
Reporting Server....
adding....
cancelling backups....
changing a reporting user's password....
changing reporting database user password....
configuring....
configuring properties....
deleting....
downloading Log Messages XML file....
Index
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
Index 88
Index
general configuration settings....
infrastructure settings....
prerequisites for deleting....
uploading Log Messages XMLfile....
,
changing passwords....
removing....
reports
resolution
resource properties file
ResultRef table....
retries backup and purge....
schema (see database schema)....
script files
transferring multiple files....
severity
of events....
SQL
statistics
Reporting Server....
templates....
time local....
Unified CVP database administrator
Unified CVP user
users....
application user....
database administrator....
instance owner....
reporting user....
VoiceML Element Detail category....
VoiceXML ECC Variable category....
VoiceXML Interact Detail category....
VoiceXML Session category....
VoiceXML Session Variable category....
VXML configuring VXML server for reporting....
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
Index 89
VXMLCustomContent table....
VXML element by call report....
VXMLElementDetail table....
VXMLElementFlag table....
VXML filters
rules....
VXML Filters example inclusive and exclusive....
configuration properties....
configuring for reporting....
creating reporting filters for....
downloading Log Messages XML file....
example filter wildcards....
example reporting filters....
general configuration settings....
rules for reporing filters....
transferring Log Messages XML file....
uploading Log Messages XML file....
VXMLSession table....
VXMLSessionVariable table....
VXMLVoiceInteractDetail table....
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
Index 90
Index
