Reporting Guide for Cisco Unified Customer Voice Portal
Release 4.0(1)
Updated: December 2008
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4
Cisco.com..............................................................................................................................................4
Product Documentation DVD.................................................................................................................4
Ordering Documentation........................................................................................................................5
Documentation Feedback...........................................................................................................................5
Product Alerts and Field Notices ...............................................................................................................5
Cisco Product Security Overview...............................................................................................................5
Reporting Security Problems in Cisco Products ...................................................................................6
Obtaining Technical Assistance..................................................................................................................7
Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................8
Obtaining Additional Publications and Information.....................................................................................8
1. Introduction to the Reporting Server.........................................................................................................11
Overview...................................................................................................................................................11
How the Reporting Server Functions.......................................................................................................11
2. Managing the Database............................................................................................................................15
Data Retention.........................................................................................................................................16
Data Categories.......................................................................................................................................18
Database Backup.....................................................................................................................................18
Retries: Backup and Purge.......................................................................................................................19
Database Recovery..................................................................................................................................20
How to Perform a Complete Database Restore...................................................................................20
Database Users........................................................................................................................................21
Instance Owner....................................................................................................................................21
Database Administrator.......................................................................................................................21
Application User...................................................................................................................................21
Reporting User....................................................................................................................................21
Failure and Restoration............................................................................................................................22
3. Configuring the Reporting Server.............................................................................................................23
Adding a Reporting Server to the Operations Console............................................................................23
Adding a Reporting Server..................................................................................................................24
Viewing Device State...........................................................................................................................28
Editing a Reporting Server in the Operations Console.............................................................................28
Editing a Reporting Server..................................................................................................................28
Guidelines for Choosing Secure Passwords........................................................................................38
Uploading a Log Messages XML File..................................................................................................39
Downloading a Log Messages XML File.............................................................................................40
Editing the Log Messages XML File....................................................................................................41
Unified CVP Event Severity Levels......................................................................................................41
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Applying a License to a Reporting Server Using the Operations Console...............................................42
Applying a License to a Reporting Server...........................................................................................42
Deleting a Reporting Server From the Operations Console.....................................................................43
Deleting a Reporting Server................................................................................................................43
Viewing Reporting Statistics.....................................................................................................................44
Reporting Server Statistics..................................................................................................................44
Finding a Reporting Server in the Operations Console............................................................................46
Finding a Reporting Server..................................................................................................................46
Adding and Removing a Device from a Device Pool................................................................................47
Adding or Removing a Device From a Device Pool.............................................................................47
4. Configuring the VoiceXML Server for Reporting.......................................................................................49
Adding a VoiceXML Server to the Operations Console............................................................................49
Adding a VoiceXML Server..................................................................................................................49
Editing a VoiceXML Server in the Operations Console............................................................................51
Editing a VoiceXML Server..................................................................................................................51
VoiceXML Server General Properties..................................................................................................52
VoiceXML Server Configuration Properties.........................................................................................53
Inclusive and Exclusive VoiceXML Filters for Reporting......................................................................54
Transferring a File to Multiple Devices......................................................................................................57
Procedure............................................................................................................................................57
Procedure............................................................................................................................................57
5. Introduction to the Database Schema.......................................................................................................59
About the Database Schema....................................................................................................................59
Entity-Relationship Diagram.....................................................................................................................60
Table Definitions.......................................................................................................................................60
ActionTypeRef Table............................................................................................................................61
Call Table.............................................................................................................................................61
CallEvent Table....................................................................................................................................63
CallICMInfo Table.................................................................................................................................63
CauseRef Table...................................................................................................................................64
CVPDataRetention Table.....................................................................................................................66
CVPDateTrap Table..............................................................................................................................67
CVPDBSpaceUsed Table....................................................................................................................67
CVPDBVersion Table...........................................................................................................................67
CVPLog Table......................................................................................................................................68
CVPPartitionInfo Table.........................................................................................................................68
CVPPartitionParameters Table............................................................................................................68
CVPPurgeList Table.............................................................................................................................69
ElementTypeRef Table.........................................................................................................................69
EventTypeRef Table.............................................................................................................................70
OutgoingECCVariable Table................................................................................................................71
ResultRef Table....................................................................................................................................71
SubSystemTypeRef Table....................................................................................................................72
UserInputModeRef Table.....................................................................................................................72
VarDataTypeRef Table.........................................................................................................................73
VoiceActionTypeRef Table....................................................................................................................73
VXMLCustomContent Table.................................................................................................................74
VXMLElement Table............................................................................................................................74
VXMLElementDetail Table...................................................................................................................75
VXMLElementFlag Table.....................................................................................................................76
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VXMLError Table..................................................................................................................................77
VXMLHotEvent Table...........................................................................................................................77
VXMLHotLink Table.............................................................................................................................78
VXMLSession Table.............................................................................................................................78
VXMLSessionVariable Table................................................................................................................79
VXMLVoiceInteractDetail Table............................................................................................................80
6. Reporting Against the Database...............................................................................................................81
Using the Cisco-Provided Sample Report Templates...............................................................................81
Unified CVP Call Summary Report......................................................................................................82
Unified CVP Application Summary Report..........................................................................................83
Unified CVP VXML Element By Call Report........................................................................................83
Unified CVP and Unified ICME Report................................................................................................83
Running Crystal Reports Templates....................................................................................................84
7. Reporting Best Practices..........................................................................................................................87
CPU Intensive Reports.............................................................................................................................87
Filtering Data to be Stored in the Database.............................................................................................88
ECC Variable Security..............................................................................................................................88
Writing Efficient SQL when Creating Reports..........................................................................................89
Database Sizing Issues............................................................................................................................89
Database Backup and Recovery..............................................................................................................90
Only Use Reporting Users when Querying the Database........................................................................90
Informix, Operating System Time, and Local Time...................................................................................90
Assuring Accurate Time Stamps for Reporting and Logging....................................................................90
Passwords................................................................................................................................................90
Joining Data with an ICM HDS Database.................................................................................................91
Joining Unified CVP and SQL Server Data..............................................................................................91
Reporting Isolation Level..........................................................................................................................91
Database Retention Settings....................................................................................................................91
Purge and Backup Database Maintenance Tasks....................................................................................91
Zero Duration Calls and Writing Reports..................................................................................................92
Index .............................................................................................................................................................93
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List of Figures
Figure 1: CVP Architecture.............................................................................................................................................12
Figure 2: Call Flow..........................................................................................................................................................60
Figure 3: ER Diagram......................................................................................................................................................60
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Preface
Purpose
This document describes the Reporting Server, including how to configure and manage it, and
discusses the hosted database.
Audience
This document is intended for Call Center managers, Unified Customer Voice Portal (CVP)
system managers, ICM/NAM system managers, VoIP technical experts, and IVR application
developers. Readers of this manual should already have a general understanding of Unified
CVP software. Readers should be familiar with general Unified CVP installation and setup
procedures.
There will also be a significant contingent of people familiar with TDM IVR products, unrelated
to contact centers (these people will be buying the Unified CVP Standalone deployment).
Organization
This manual is divided into the following chapters:
Chapter
Description
Chapter 1, "Introduction to the Reporting Server" (page 11) Provides an introductory discussion of the Reporting Server.
Chapter 2, "Managing the Database" (page 15)
Discusses concepts to be kept in mind while managing the
database.
Chapter 3, "Configuring the Reporting Server" (page 23)
Discusses how to configure the Reporting Server using the
Operations Console.
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Preface
Related Documentation
Chapter
Description
Chapter 4, "Configuring the VoiceXML Server for
Reporting" (page 49)
Discusses how to configure the VoiceXML Server using
the Operations Console.
Chapter 5, "Introduction to the Database Schema" (page
59)
Provides information about the database schema.
Chapter 6, "Reporting Against the Database" (page 81)
Discusses generating reports.
Chapter 7, "Reporting Best Practices" (page 87)
Provides a list of best practices.
Related Documentation
• Planning Guide for Cisco Unified Customer Voice Portal provides a product overview and
describes how to plan a Unified CVP deployment.
• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how to
install Unified CVP software, perform initial configuration, and upgrade.
• 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.
• Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to
use the Operations Console to configure Unified CVP solution components.
• Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolate
and solve problems in the Unified CVP solution.
• VoiceXML Server User Guide for Cisco Unified Customer Voice Portal describes the Unified
CVP VoiceXML software.
• VoiceXML Studio Online Help for Cisco Unified Customer Voice Portal provides field-level
descriptions of the functionality of Studio.
• VoiceXML Studio User Guide for Cisco Unified Customer Voice Portal describes the
functionality of Studio including creating projects, using the Studio environment, and
deploying applications to the Unified CVP VoiceXML Server.
• Say It Smart Specifications for Cisco Unified Customer Voice Portal describes in detail the
functionality and configuration options for all Unified CVP VoiceXML Say It Smart plugins
included with the software.
• Programming Guide for Cisco Unified Customer Voice Portal describes how to build
components that run on the Unified CVP VoiceXML Server.
• Javadocs for Cisco Unified Customer Voice Portal are a group of HTML pages fully
describing the entire Java application programming interfaces (APIs) to Unified CVP
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Preface
Conventions
VoiceXML. Developers use Javadocs in conjunction with the Programming Guide to
understand how to build custom components that run on the Unified CVP VoiceXML Server.
• Element Specifications for Cisco Unified Customer Voice Portal describes the settings,
element data, and exit states for Unified CVP VoiceXML elements.
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
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Convention
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and submenu names. For example:
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Example: IF (condition, true-value,
false-value)
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Installation Guide.
window font
Window font, such as Courier, is used for the
following:
• Text as it appears in code or that the window
displays. Example: <html><title>Cisco
Systems,Inc. </title></html>
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Preface
Obtaining Documentation
Convention
Description
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following:
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Preface
Documentation Feedback
Ordering Documentation
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Preface
Cisco Product Security Overview
From this site, you will find information about how to:
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Reporting Security Problems in Cisco Products
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Preface
Obtaining Technical Assistance
The link on this page has the current PGP key ID in use.
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Preface
Obtaining Additional Publications and Information
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by
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Severity 1 (S1) - Your network is down, or there is a critical impact to your business operations.
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Preface
Obtaining Additional Publications and Information
http://www.cisco.com/go/guide
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Preface
Obtaining Additional Publications and Information
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Chapter 1
Introduction to the Reporting Server
This section contains the following topics:
• Overview, page 11
• How the Reporting Server Functions, page 11
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 VoiceXML Server. As stated, it is deployed together with an Informix database
management system, and it transforms and writes this reporting data into that database. The
database schema is prescribed by the Unified Customer Voice Portal (CVP) product, but the
schema is fully published so that customers may develop custom reports based on it.
The Reporting Service does not itself perform database administrative and maintenance activities
such as backups or purges. However, Unified CVP provides access to such maintenance tasks
through the Operations Console.
How the Reporting Server Functions
The diagram below shows the Unified CVP architecture.
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Chapter 1: - Introduction to the Reporting Server
How the Reporting Server Functions
Figure 1: CVP Architecture
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 ORM, is simply
indicative. An ORM is co-located with each managed Unified CVP component, and the
Operations Console is connected to each of these. 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 VoiceXML 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 VoiceXML Server can be associated with only one Reporting
Server
• Reports cannot span multiple Informix databases
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Chapter 1: Introduction to the Reporting Server
How the Reporting Server Functions
A third-party reporting engine, such as Crystal Reports, can be used to generate various reports
against the predefined Unified CVP database schema. Unified CVP 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 81) for a description
of the templates.
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Chapter 1: - Introduction to the Reporting Server
How the Reporting Server Functions
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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
21)) passwords before the passwords expire to avoid the possibility of data loss and/or
downtime.
There are a number of concepts that it is necessary to keep in mind when managing the database.
These concepts are 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 that
the 'Last Run Time' was as expected and there are no status messages.
This section contains the following topics:
• Data Retention, page 16
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Chapter 2: - Managing the Database
Data Retention
•
•
•
•
•
•
Data Categories, page 18
Database Backup, page 18
Retries: Backup and Purge, page 19
Database Recovery, page 20
Database Users, page 21
Failure and Restoration, page 22
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 VoiceXML Server application detail data filtering, see Chapter 4,
"Configuring the VoiceXML Server for Reporting" (page 49)).
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 22)
apply.
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Chapter 2: Managing the Database
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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
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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"
(page 23).
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 6 hours old,
the system clears it.
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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 off-line, Cisco
recommends stopping the Reporting Server during a database restore to ensure that the database
is able to control all system resources in order 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.
Note: In what follows, ??? is used in place of the specific database subversion.
Step 1
Go to Windows Services and stop the Informix IDS Service
Step 2
At the command line type: ontape –r
Step 3
Answer the prompts with the following answers:
Step 4
a.
Continue Restore? y
b.
Do you want to back up the logs? n
c.
Restore a level 1 archive? n
d.
Do you want to restore log tapes? n
After the program terminates, wait at least 5 minutes. At the command prompt, check the status
of Informix by typing : onstat a.
If it returns 'IBM Informix Dynamic Server Version 10.00.??? -- Fast Recovery…' then
wait another 5 minutes and recheck the status by typing: onstat -
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Chapter 2: Managing the Database
Database Users
b.
If it returns 'IBM Informix Dynamic Server Version 10.00.??? -- Quiescent…', change the
database to multiuser mode by typing: onmode -m then wait 2 minutes, and recheck the
status by typing: onstat –
c.
If it returns 'IBM Informix Dynamic Server Version 10.00.??? -- On-Line', the database
is ready to support the Unified CVP application
Database Users
Unified CVP defines four categories of database users. The four categories are instance owner
(informix), database administrator, application user, and reporting user.
Instance Owner
During the Unified CVP installation, a user named informix is created. This user owns the
Informix instance and can run the IDS service. This account should never be used to access the
Unified CVP database.
Database Administrator
The cvp_dbadmin user will create, update, and own the database. This account should not be
used to run the database or to run reports against the system.
The cvp_dbadmin user can create and delete reporting users and perform database administrative
activities, such as purge and backup.
Application User
The Unified CVP JDBC uses cvp_dbuser to access the Informix database. This user has the
rights to connect, insert, update, and delete records in the Unified CVP database. If this user's
password expires, then data insertion and purge will fail. This could result in data loss.
Reporting User
Reporting users are created and deleted by a database administrator using the Operations Console.
Multiple reporting users are allowed. Reporting users have read-only access to the Unified CVP
database.
Only reporting users should be allowed to generate reports. As stated, these users have read-only
database access; therefore, they cannot accidentally modify the database schema or database
data.
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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 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
on.
When the number of messages in memory drops back below 50,000, an SNMP alert is sent
out stating that the queue size is back to normal, and the Reporting Server’s state goes back
to In Service.
• If, on startup, a persistent file exists, the Reporting Server stays in Partial Service and goes
into recovery mode as described above.
• During a database purge operation, the Reporting Server disconnects from the database and
starts buffering messages in memory until the purge is done. The same memory limitations
as described above apply in this case as well.
Caution: When the Reporting Server is in Partial Service, there are no guarantees that
new messages will be kept and committed to the database. They will be buffered in memory
for as much as possible, but at some point they may be dropped either partially or fully.
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Chapter 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 VoiceXML
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 data to create a
"cradle-to-grave" report.
This section contains the following topics:
•
•
•
•
•
•
•
Adding a Reporting Server to the Operations Console, page 23
Editing a Reporting Server in the Operations Console, page 28
Applying a License to a Reporting Server Using the Operations Console, page 42
Deleting a Reporting Server From the Operations Console, page 43
Viewing Reporting Statistics, page 44
Finding a Reporting Server in the Operations Console, page 46
Adding and Removing a Device from a Device Pool, page 47
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
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Chapter 3: - Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
add a Reporting Server, you must associate it with one ore more Call Servers. Call data for all
SIP, H.323, and VoiceXML calls handled by these Call Servers will be 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
To add a Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server.
A window listing Reporting Servers opens.
Note: To use an existing Reporting Server as a template for creating the new Reporting Server,
select the Reporting Server by clicking the radio button preceding it and then click Use As
Template.
Step 2
Click Add New.
The Reporting Server Configuration window opens to the General Tab.
Step 3
Fill in the IP Address and Hostname for the Reporting server and fill in any other desired
information.
Step 4
Associate one or more Call Servers to the Reporting server by selecting a Call Server listed in
the Available pane and clicking the right arrow to add it to the Selected pane.
Step 5
Select the Reporting Properties tab and configure reporting properties.
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Chapter 3: Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
Step 6
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the Reporting Server:
a.
click Save to save the settings in the Operations Server database
b.
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
See Also
Deleting a Reporting Server (page 43)
Editing a Reporting Server (page 28)
Reporting Server General Tab Configuration Settings (page 25)
Reporting Server Properties Tab Configuration Settings (page 26)
Adding and Removing a Device from a Device Pool (page 47)
Reporting Server Infrastructure Settings (page 26)
Viewing Device State (page 28)
Configuring General Reporting Server Information
You can configure settings that identify the Reporting server, associate it with one or more Call
Servers, and enable or disable security on the General Tab.
Table 1: Reporting Server General Tab Configuration Settings
Field
Description
Default
Range
IP Address
The IP address of the Reporting server
None
Valid IP address
Hostname
The host name of the Reporting server
machine
None
Valid DNS name, which
can include letters in the
alphabet, the numbers 0
through 9
Description
An optional text description for the
Reporting server
None
Up to 1,024 characters
General
Enable Secure
Select to enable secure communications
Off
Communication with the between the Operations Server and this
Operations Console
component. The Reporting Server is
accessed using SSH and files are transferred
using HTTPS.
On or Off
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Chapter 3: - Configuring the Reporting Server
Adding a Reporting Server to the Operations Console
Field
Description
Default
Range
You must configure secure communications
before you enable this option. See Chapter
6 in the Configuration and Administration
Guide for Unified Customer Voice Portal.
Associate Call Servers
A given Call Server can
only be associated with
one Reporting Server.
Select one or more Call Servers to associate None
with the Reporting Server. You must select
at least one Call Server. Call data for all SIP,
H.323, and VoiceXML calls handled by this
Call Server will be stored in the Reporting
Database. Click the right arrow to add a Call
Server to the Selected pane.
Click the left arrow to remove a Call Server
from the Selected pane.
Configuring Reporting Properties
You can configure Reporting Server settings on the Reporting Properties Tab.
Table 2: Reporting Server Reporting Properties Tab Configuration Settings
Field
Description
Default
Range
Restart
Required
Configuration
Enable Reporting
Enables the Reporting Server to
Yes
receive call data from the associated
Call Server(s).
Yes or No
Yes
Max. File Size (MB):
Defines the maximum size of the file 100
used to record the data feed messages
during a database failover. Note that
this can be limited by the amount of
free disk space.
1 through 1000
No
Enables Quality of Service (QoS)
default
between the Reporting Server and the
Call Server.
af11, af12, af13, Yes
af21, af22, af23,
af31, af32, af33,
af41, af42, af43,
cs1, cs2, cs3, cs4,
cs5, cs6,
cs7,default, ef
QoS
Select QoS Level
Note: For more information, see
Implementing Quality of Service
Policies with DSCP (Document ID:
10103) at http://www.cisco.com/
warp/public/105/dscpvalues.html.
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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 VoiceXML 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 these statistics, the maximum log file and
directory size, and the details for recording syslog messages on the Reporting Server
Infrastructure tab.
Table 3: Reporting Server Infrastructure Tab Configuration Settings
Field
Description
Default
Range
Configuration: Thread Management
Maximum Threads
(Required) The maximum thread pool size in the 300
Reporting Server Java Virtual Machine.
100 - 1000
The Reporting Server publishes statistics at this 30 minutes
interval.
10 - 1440
(Required) Maximum size of the log file in
5 MB
Megabytes. The log file name follows this format:
CVP.DateStamp.SeqNum.log example:
1 MB - Max Log
Directory Size
Advanced
Statistics Aggregation
Interval
Log File Properties
Max Log File Size
Max Log Dir Size
divided by Max Log File
Size cannot be greater
than 5,000.
For example: CVP.2006-07-04.00.log
After midnight each day, a new log file is
automatically created with a new date stamp. Also,
when a log file exceeds the max log file size, a
new one with the next sequence number is created,
for example, when CVP.2006-07-04.00.log
reaches 5 Mb, CVP.2006-07-04.01.log is
automatically created.
Max Log Directory Size (Required) Maximum size of the directory
containing Reporting Server log files.
500 MB
500 - 50000 MB
Max Log File size <
Max Log Directory Size
Max Log File size > 1
Max Log Dir Size / Max
Log File Size cannot be
greater than 5.000
Configuration: Syslog Settings
Syslog Server
Name of the server to which the Reporting Server None
writes log messages.
Not applicable
Syslog Server Port
Number
Port number of the Syslog server.
Any available port
number. Valid port
None
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Chapter 3: - Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Field
Description
Default
Range
numbers are integers
between 1 and 65535.
Backup Server
Name of a backup server to which the Reporting None
Server writes log messages.
Not applicable
Backup Server Port
Number
Port number of the backup Syslog server.
Any available port
number. Valid port
numbers are integers
between 1 and 65535.
None
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 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:
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Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens.
Step 3
If you have not already applied a license, select File Transfer in the toolbar and then click
Licensing.
The File Transfer page displays.
Step 4
On the General Tab, change the desired general information. You cannot change the IP address
or hostname of the Reporting Server.
Step 5
Select the Reporting Properties Tab, then configure reporting properties.
Step 6
Optionally, select the Device Pool tab and add the Reporting Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the Reporting Server:
a.
click Save to save the settings in the Operations Server database
b.
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
See Also
Deleting a Reporting Server (page 43)
Adding a Reporting Server (page 24)
Configuring Reporting Properties (page 26)
Adding and Removing a Device from a Device Pool (page 47)
Finding a Reporting Server (page 46)
Viewing Device State (page 28)
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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 any of these passwords from the Reporting
Server screen in edit mode, but you can only change one user password at a time.
• Informix User (Instance Owner) - Starts and stops the Reporting database, using Informix
tools.
• Unified CVP Database Administrator - Uses the Operations Console to run backups, schedule
purges, check database used space, and add and remove Reporting users.
• Unified CVP Database User (Application User) - Connects, inserts, and updates records in
the Informix database. This user cannot modify the Reporting schema.
Procedure
To change a reporting database user password:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select the Reporting Server to edit by clicking the link to its name under the Hostname column.
Step 3
Click Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 4
Select the Database Administration menu in the toolbar, then select Change User Passwords.
The Reporting Server: Change User Passwords page opens, displaying the IP address and host
name for the currently selected Reporting Server.
Step 5
In the User field, use the drop-down menu to select the user whose password you want to change.
Step 6
In Old Password field, enter the existing password for that user.
Step 7
In the New Password field, enter the new password.
Note: Passwords must follow guidelines for secure passwords.
Step 8
In the Reconfirm Password field, retype the new password.
Step 9
Click Save & Deploy to save the changes to the Operations Console database and deploy them
to the Reporting Server.
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Chapter 3: Configuring the Reporting Server
Editing a Reporting Server in the Operations Console
See Also
Running Reporting Database Backups (page 33)
Configuring Reporting Database Purge (page 35)
Managing Reporting Users (page 31)
Guidelines for Choosing Secure Passwords (page 38)
Viewing Reporting Database Details (page 37)
Getting Reporting Server Statistics (page 45)
Managing Reporting Users
The Unified CVP Database Administrator should create reporting users to run reports against
the Reporting database. Reporting users should have read-only access to the Reporting database,
so they cannot accidentally modify the database schema or data.
Adding New Reporting Users
To add a new reporting user to the Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select the Database Administration menu in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens, listing the IP address and host name for
the currently selected Reporting Server.
Step 4
In the Manage Users pane, click Add User.
Step 5
Enter the name for the user in the Username field.
Step 6
Enter a password for the new user in the Password field.
Step 7
Retype the password in the Reconfirm Password field.
Step 8
Enter the Unified CVP Database Administrator's password in Database Administrator Password
field.
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Step 9
Click Add to add the user.
See Also
Changing Reporting User Passwords (page 32)
Removing Reporting Users (page 33)
Changing Reporting Database User Passwords (page 29)
Finding a Reporting Server (page 46)
Changing a Reporting User's Password
To change a reporting user's password:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select the Database Administration menu in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens, listing the IP address and host name for
the currently selected Reporting Server.
Step 4
In the Manage Users pane, click Change Password.
Step 5
From the Available users list, select the user whose password you want to change and click the
left arrow. The user name will be displayed in Username field.
Step 6
Type the user's original password in Old Password field.
Step 7
In the New Password field, type the new password.
Step 8
In the Reconfirm Password field, retype the new password.
Step 9
Click Change to make the change.
See Also
Changing Reporting Database User Passwords (page 29)
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Editing a Reporting Server in the Operations Console
Changing Reporting User Passwords (page 32)
Removing Reporting Users (page 33)
Adding New Reporting Users (page 31)
Changing Reporting Database User Passwords (page 29)
Finding a Reporting Server (page 46)
Removing Reporting Users
To remove a reporting user from the Reporting Server:
Step 1
Choose Device Management > Reporting Server.
The Find, Add, Delete, Edit Reporting Server window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select Database Administration in the toolbar, then select Manage Reporting Users.
The Reporting Server: Manage Users window opens, listing the IP address and host name for
the currently selected Reporting Server.
Step 4
From the Available users list, select the user to remove and click the left arrow.
Step 5
Type the Database Administrator's password in Database Administrator Password field.
Step 6
Click Delete to delete the selected user.
See Also
Adding New Reporting Users (page 31)
Changing Reporting User Passwords (page 32)
Changing Reporting Database User Passwords (page 29)
Finding a Reporting Server (page 46)
Running Reporting Database Backups
By default, Reporting Database backups are disabled. You can choose to schedule backups of
the Reporting database or run backups on demand. When you enable backups, files are saved
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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
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Click Edit.
The Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Reporting Database
Backups.
The Reporting Server - Database Backup Activities page displays. The IP address and host
name for the currently selected Reporting Server are listed.
Step 4
To launch a backup immediately, click Backup Now. To schedule a time for daily backups,
select Schedule Daily Backups and then select the hour and minute of the start time.
Step 5
Enter your Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 29)
Configuring Reporting Database Purge (page 35)
Managing Reporting Users (page 31)
Viewing Reporting Database Details (page 37)
Getting Reporting Server Statistics (page 45)
Cancelling Reporting Database Backups
By default, Reporting Database backups are disabled. You can choose to schedule backups of
the Reporting database or run backups on demand. You can cancel daily backups at any time.
Procedure
To cancel a reporting database backup:
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Editing a Reporting Server in the Operations Console
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Reporting Database
Backups.
The Reporting Server - Database Backup Activities page displays. The IP address and host
name for the currently selected Reporting Server are listed.
Step 4
Click Cancel Daily Backups.
Step 5
Enter your Database Administrator Password and click Save & Deploy.
See Also
Changing a Reporting Database User Password (page 29)
Configuring Reporting Database Purge (page 35)
Managing Reporting Users (page 31)
Viewing Reporting Database Details (page 37)
Getting Reporting Server Statistics (page 45)
Configuring Reporting Database Purge
You can purge call data from the Reporting Database. Data purge is run daily at the time you
specify. Each category of call data is retained for a default number of days, before being purged.
Procedure
To configure Reporting Database purge settings:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
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Step 3
Select the Database Administration menu in the toolbar, then select Data Purge.
The Reporting Server - Database Purge Settings page opens, displaying the IP address and host
name for the currently selected Reporting Server.
Step 4
In the Data Purge section of the page, you can change the data retention time for each category
of data.
Step 5
Select the hours and minutes to run the purge each day.
Step 6
Enter your Database Administrator Password and click Save & Deploy.
See Also
Running Reporting Database Backups (page 33)
Cancelling Reporting Database Backups (page 34)
Changing a Reporting Database User Password (page 29)
Managing Reporting Users (page 31)
Viewing Reporting Database Details (page 37)
Getting Reporting Server Statistics (page 45)
Categories of Reporting Data that Can Be Purged
Using the Operations Console, you can select the time of day to run database purge, and set the
number of days the data will be retained by data category. The following table describes each
category of data that you can purge from the Reporting Database and lists the default number
of days that this data is kept before purging.
Note: A high level category, such as Call, cannot have a lower retention time than a dependent
category, such as Call Event.
Table 4: Number of Days to Retain Data Before Purging
Data Category
Description
Default
Call
Detailed information about calls received by Unified CVP.
30
Call Event
Call state change event messages published by the Call Server and
30
VoiceXML server. SIP and IVR services publish call state change event
messages when a SIP call or H.323 call changes its state. These states
include call initiated, transferred, terminated, aborted, or an error state.
VoiceXML Session
VoiceXML session data includes application names, session ID, and
30
session variables. Session variables are global to the call session on the
VoiceXML Server. Unlike element data, session data can be created and
modified by all components (except the global error handler, hotevents,
and XML decisions).
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Data Category
Description
Default
VoiceXML Element
A VoiceXML element is a distinct component of a voice application call 15
flow whose actions affect the experience of the caller. A VoiceXML
element contains detailed script activity to the element level, such as,
Call Identifiers, activity time stamp, VoiceXML script name, name and
type of the VoiceXML element, and event type.
VoiceXML ECC Variable
Expanded Call Context (ECC) variables that are included in VoiceXML 15
data. Unified CVP uses ECC variables to exchange information with
Unified ICME. For a complete list and description of ECC variables,
see the Configuration and Administration Guide for Cisco Unified
Customer Voice Portal .
VoiceXML Voice Interact Detail Application detailed data at the script element level from the VoiceXML 15
Server call services. This data includes input mode, utterance,
interpretation, and confidence.
VoiceXML Session Variable
VoiceXML session variables are global to the call session on the
VoiceXML Server.
15
VoiceXML Element Detail
The names and values of element variables.
15
The data categories are hierarchical as described in Data Categories (page 18).
Viewing Database Details
You can view the size of a Reporting database.
Procedure
To view database details:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select the Database Administration menu in the toolbar, then select Database Details.
The Reporting Server - Disk Drives: Housing Database Files page opens, displaying the IP
address and host name for the currently selected Reporting Server along with the following
database information:
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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 33)
Cancelling Reporting Database Backups (page 34)
Changing a Reporting Database User Password (page 29)
Configuring Reporting Database Purge (page 35)
Managing Reporting Users (page 31)
Getting Reporting Server Statistics (page 45)
Guidelines for Choosing Secure Passwords
Note: Reporting passwords are subject to both the Unified CVP password policy, which is
indicated below, and the password policy enforced by the operating system of the computer on
which the Reporting Server resides. For each aspect of the password, the Reporting password
must meet the requirement of the more restrictive policy.
Passwords must meet all the following criteria:
Passwords must only contain the following ASCII characters:
• Maximum password length is eighty (80) characters.
• Minimum password length is eight (8) characters
• The password must contain characters from at least three of the following classes: lowercase
letters, uppercase letters, digits, and special characters.
– Lowercase letters (abcdefghijklmnopqrstuvwxyz)
– Uppercase letters (ABCDEFGHIJKLMNOPQRSTUVWXYZ)
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– Digits (0123456789)
– The following special characters:
!"#$%&'()*+,-./
:;<=>?@
[\]^_`
{|}~
• No character in the password can be repeated more than three (3) times consecutively.
• Password must not repeat or reverse username. Password is not "cisco", "ocsic", or any variant
obtained by changing the capitalization of letters therein.
Uploading a Log Messages XML File
You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine
from any Unified CVP server. After downloading the file, you can edit it to configure the way
Unified CVP event notifications are handled. Then after you edit the file, you can upload the
customized file to any Unified CVP server.
If you want to transfer multiple files at a time, use the Bulk Administration menu.
Procedure
To upload a Log Messages XML file from a Unified CVP Server to the Operations Console:
Step 1
From the Device Management menu, choose the type of server to which you want to upload a
syslog XML file. For example, to upload a file to a VoiceXML Server, choose Device
Management > CVP VoiceXML Server.
The Find, Add, Delete, Edit window lists any servers that have been added to the control panel.
Step 2
Select a server by clicking on the link in its Hostname field or by clicking the radio button
preceding it and then clicking Edit.
Step 3
Select File Transfer in the toolbar and then click Log Messages XML File Upload.
The Log Messages XML Upload page displays.
Step 4
In the Select a Log Messages XML file from your local PC text box, enter a file name or click
Browse and search for the file on your local system..
Step 5
Click Upload to transfer the selected file to the Unified CVP Server.
Step 6
Shut down and then start the corresponding Unified CVP Server.
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See Also
Downloading a Log Messages XML File (page 39)
Editing the Log Messsages XML File (page 41)
Bulk Administration File Transfer (page 57)
Downloading a Log Messages XML File
You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine
from any Unified CVP server. After downloading the file, you can edit it to configure the way
Unified CVP event notifications are handled. Then after you edit the file, you can upload the
customized file to any Unified CVP server.
If you want to transfer multiple files at a time, use the Bulk Administration menu.
Procedure
To download a Log Messages XML file from the Operations Console to a Unified CVP Server:
Step 1
From the Device Management menu, choose the type of server from which you want to download
a syslog XML file. For example, to download a file to a VoiceXML Server, choose Device
Management > CVP VoiceXML Server.
The Find, Add, Delete, Edit window lists any servers that have been added to the control panel.
Step 2
Select a server by clicking on the link in its Hostname field or by clicking the radio button
preceding it and then clicking Edit.
Step 3
Select File Transfer in the toolbar and then click Log Messages XML File Download.
The Log Messages XML Download page displays.
Step 4
Click Download to transfer the XML file to the server.
A message indicates that this operation might take some time. Click OK to continue with the
download or click Cancel to cancel the download.
See Also
Uploading a Log Messages XML File (page 39)
Editing the Log Messages XML File (page 41)
Bulk Administration File Transfer (page 57)
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Editing the Log Messages XML File
The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP
management station or Syslog server) and possible resolution for Unified CVP log messages.
This file also identifies an event type identifier and message text identifier for each event. The
text for these identifiers is stored in the resource properties file, CVPLogMessages.properties.
Each Unified CVP Call Server, VoiceXML Server, and Reporting Server has a log messages
XML file and log message file. You can edit the CVPLogMessages.xml file on a particular
Unified CVP server to customize the severity, destination and possible resolution for each event
that the server generates. You can also edit the CVPLogMessages.properties file to change
the text of the message that is generated when an event occurs on that server.
Use any plain-text editor (one that does not create any markup) or XML editor to edit the
CVPLogMessages.xml file. Use a resource file editor, if available, to edit the
CVPLogMessages.properties file. If a resource file editor is not available, use a text editor.
Message Element
Possible Values
What it Means
Name
Resource="identifier"
Identifies the event type described in the
CVPLogMessages.properties file.
Body
Resource="identifier"
Identifies the message text described in the
CVPLogMessages.properties file.
Severity
0 to 6
Identifies the severity level (page 41) of the event.
SendToSNMP
True or false
Set to true, to send this message, when logged, to an
SNMP manager, if one is configured.
SendToSyslog
True or false
Set to true to send this message, when logged, to a
Syslog server, if one is configured.
SNMPRaise
True or false
Set to true to identify this message, when logged, as
an SNMP raise event, which the SNMP management
station can use to initiate a task or automatically take
an action.
Set to false to identify this message as an SNMP clear
when sent to an SNMP management station. An
SNMP clear event usually corresponds to an SNMP
raise event, indicating that the problem causing the
raise has been corrected. An administrator on an
SNMP management station can correlate SNMP raise
events with SNMP clear events.
Unified CVP Event Severity Levels
The following table describes the available severity levels for Unified CVP events. You can set
the severity level for an event by editing the log messages XML file, CVPLogMessages.xml,
on the server that generates events. For instructions on editing this file, see Editing the Log
Messages XML File (page 41).
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Applying a License to a Reporting Server Using the Operations Console
Level
Severity
Purpose
EMERGENCY
0
System or service is unusable
ALERT
1
Action must be taken immediately
CRITICAL
2
Critical condition, similar to ALERT, but not necessarily
requiring an immediate action
ERROR
3
An error condition that does not necessarily impact the
ability of the service to continue to function
WARN
4
A warning about a bad condition, which is not necessarily
an error
NOTICE
5
Notification about interesting system-level conditions,
which are not errors
INFO
6
Information about internal flows or application or
per-request information, not system-wide information
Applying a License to a Reporting Server Using the Operations Console
Applying a License to a Reporting Server
You must apply a valid license file after configuring a Reporting Server. You can browse for
and upload the license file to the Operations Console, and then transfer the license to the
Reporting Server. Select either an existing license file in the Operations Console database or a
new license file from your local desktop.
Note: Each Reporting Server IP address requires a unique license. You must apply the correct
license to the Reporting Server.
Procedure
To apply a license file:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Server window lists any Reporting Servers that have
been added to the control panel.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
You can also search for a Reporting Server.
The Edit Reporting Server Configuration window opens.
Step 3
Select File Transfer in the toolbar and then click Licensing.
The File Transfer page displays.
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Deleting a Reporting Server From the Operations Console
Step 4
Step 5
If the license file is not listed in the Select From Available License Files box:
a.
Click Select a License File from Your Local PC.
b.
Enter the file name of the license for this Reporting Server in the text box or click Browse
to search for the license file on the local file system.
If the license is listed in the Select From Available License Files box, select the matching license
file and then click Transfer to transfer the selected license file to the Reporting Server.
The license is applied to the selected Reporting Server.
See Also
Finding a Reporting Server (page 46)
Deleting a Reporting Server From the Operations Console
Deleting a Reporting Server
You can remove a Reporting Server from the Operations Console. Deleting a Reporting Server
removes its configuration from the Operations Console database and removes the Reporting
Server from the displayed list of Reporting Servers.
Procedure
To delete a reporting server:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window displays.
Step 2
Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server
(page 46) topic.
Step 3
From the list of matching records, choose the Reporting Server that you want to delete.
Step 4
Click Delete.
Step 5
When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel
the delete operation.
See Also
Adding a Reporting Server (page 24)
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Viewing Reporting Statistics
Viewing Reporting Statistics
The Reporting Server publishes statistics that include the number of events received from the
IVR, SIP, and VoiceXML services during an interval and the total events published since the
Reporting Server started.
Reporting Server Statistics
Reporting Server statistics include the total number of events received from the IVR, SIP, and
VoiceXML services.
Access Reporting Server statistics either by:
• Choosing System > Control Center, selecting a Reporting Server, and then clicking the
Statistics icon in the toolbar.
• Choosing Device Management > CVP Reporting Server, selecting a Reporting Server,
and then clicking the Statistics icon in the toolbar.
Table 5: Reporting Server Statistics
The following table describes the Reporting Server statistics.
Statistic
Description
Interval Statistics
Start Time
The time the system started collecting statistics for the current interval.
Duration Elapsed
The amount of time that has elapsed since the start time in the current
interval.
Interval Duration
The interval at which statistics are collected. The default value is 30
minutes.
VXML Events Received
The total number of reporting events received from the VoiceXML Service
during this interval. For each reporting event received from the VoiceXML
Service, this metric will be increased by one.
SIP Events Received
The total number of reporting events received from the SIP Service during
this interval. For each reporting event received from the SIP Service, this
metric will be increased by one.
IVR Events Received
The total number of reporting events received from the IVR service in
the interval. For each reporting event received from the IVR service, this
metric will be increased by one.
Database Writes
The total number of writes to the database made by the Reporting server
during the interval. For each write to the database by the Reporting server,
this metric will be increased by one.
Aggregate Statistics
Start Time
The time the service started collecting statistics.
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Viewing Reporting Statistics
Statistic
Description
Duration Elapsed
The amount of time that has elapsed since the service start time.
VXML Events Received
The total number of reporting events received from the VoiceXML Service
since the service started. For each reporting event received from the
VoiceXML Service, this metric will be increased by one.
SIP Events Received
The total number of reporting events received from the SIP Service since
the service started. For each reporting event received from the SIP Service,
this metric will be increased by one.
IVR Events Received
The total number of reporting events received from the IVR Service since
the service started. For each reporting event received from the IVR Service,
this metric will be increased by one.
Database Writes
The total number of writes to the database made by the Reporting server
since startup. For each write to the database by the Reporting server, this
metric will be increased by one.
Getting Reporting Statistics
Reporting Server statistics include the total number of events received from the IVR, SIP, and
VoiceXML services.
Procedure
To get Reporting Server statistics:
Step 1
Choose Device Management > CVP Reporting Server.
The Find, Add, Delete, Edit Reporting Servers window opens.
Step 2
Select a Reporting Server by clicking on the link in its name field or by clicking the radio button
preceding it and then clicking Edit.
The Edit Reporting Server Configuration window opens with the current settings displayed.
Step 3
Select Statistics in the toolbar.
The Reporting Server statistics (page 44) are listed in the Reporting tab.
See Also
Running Reporting Database Backups (page 33)
Cancelling Reporting Database Backups (page 34)
Changing a Reporting Database User Password (page 29)
Configuring Reporting Database Purge (page 35)
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Finding a Reporting Server in the Operations Console
Managing Reporting Users (page 31)
Viewing Reporting Database Details (page 37)
Finding a Reporting Server in the Operations Console
The Operations Console provides a basic and advanced search feature for locating a specific
Reporting Server.
Finding a Reporting Server
The Operations Console lets you locate a Reporting Server on the basis of specific criteria. Use
the following procedure to locate a Reporting Server.
Procedure
To find a Reporting Server:
Step 1
Choose Device Management > CVP Reporting Server from the Main menu.
A list of the available Reporting Servers appears, 10 at a time, sorted by name.
Step 2
If the list is long, click Next to view the next page of available devices.
Step 3
If you know the name of a particular Reporting Server, enter its name in the Search text box
and then click Go.
Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search
text box is empty, all Reporting Servers are listed.
Step 4
To perform an advanced search, click Advanced. From the first Advanced Search window
drop-down list box, choose one of the following criteria:
Search criteria:
• Hostname
• IP address
• Description
Step 5
From the second window drop-down list box, choose one of the following criteria:
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Adding and Removing a Device from a Device Pool
Search criteria:
• begins with
• contains
• ends with
• is exactly
• is empty
Step 6
Specify the appropriate search text, if applicable, and click Find.
Adding and Removing a Device from a Device Pool
Device Pools are logical groupings of devices, for example, SanJose-Gateways. Device pools
provide a convenient way to define a set of common characteristics that can be assigned to
devices, for example, the region in which the devices are located. The system creates a default
device pool, which contains all devices. Every device you create is automatically assigned to
the default device pool. You can never remove the default device pool from the selected device
pool list. The default device pool ensures that the Administrator can view and manage all devices.
You can create device pools and assign devices to the device pools you created.
Adding or Removing a Device From a Device Pool
Procedure
To add or remove a device from a device pool:
Step 1
From the Device Management menu, choose the type of device you want to add to or remove
from a device pool. For example, to add a Reporting Server to a device pool, select CVP
Reporting Server from the menu.
A window listing known devices of the type you selected displays. For example, if you selected
Reporting Server, known CVP Reporting Servers are listed.
Step 2
Select the device by checking the checkbox preceding it or highlighting the device and then
clicking Edit.
Step 3
Select the Device Pool tab.
Step 4
If:
Then:
You want to add a device to a
device pool
Select the device pool from the Available pane, and then
click the right arrow to move the pool to the Selected pane.
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Adding and Removing a Device from a Device Pool
If:
Then:
You want to remove a device from Select the device pool from the Selected pane, and then
click the left arrow to move the device pool to the
a device pool
Available pane.
Step 5
Click Save.
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Chapter 4
Configuring the VoiceXML Server for Reporting
The VoiceXML Server is a J2EE-compliant application server that provides a complete solution
for rapidly creating and deploying dynamic VoiceXML applications. If you installed a VoiceXML
Server, you must configure it before using it to deploy VoiceXML applications or licenses.
This section contains the following topics:
• Adding a VoiceXML Server to the Operations Console, page 49
• Editing a VoiceXML Server in the Operations Console, page 51
• Transferring a File to Multiple Devices, page 57
Adding a VoiceXML Server to the Operations Console
Adding a VoiceXML Server to the Operations Console adds its configuration to the Operations
Console database and adds it to the list of VoiceXML Servers in the Control Panel. When you
add a VoiceXML Server, you must associate it with a Call Server. The VoiceXML Server uses
the message service on this Call Server to communicate with the Reporting Server. You can
also add the server to one or more logical groups of devices, called device pools, and configure
publishing statistics.
Adding a VoiceXML Server
Before You Begin
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Adding a VoiceXML Server to the Operations Console
Do the following before adding a VoiceXML Server to the Operations Console:
• Collect the host name or IP address of the VoiceXML Server during the installation of Unified
CVP software.
• Install and configure at least one Call Server before configuring the VoiceXML Server.
• Review VoiceXML Studio scripts, noting any of the following items you want to include or
exclude from VoiceXML Server reporting data:
– Application names
– Element types
– Element names
– Element fields
– ECC variables
Procedure
To add a VoiceXML Server:
Step 1
Choose Device Management > CVP VoiceXML Server.
The Find, Add, Delete, Edit VoiceXML Servers window opens.
Note: To use an existing VoiceXML Server as a template for creating the new VoiceXML
Server, select the VoiceXML Server by clicking the radio button preceding it and then click
Use As Template.
Step 2
Click Add New.
The CVP VoiceXML Server Configuration window opens to the General Tab.
Step 3
Fill in the general server information and choose a primary Call Server.
Step 4
Optionally, choose a backup Call Server.
Step 5
Select the Configuration Tab, then configure VoiceXML Server properties.
Step 6
Optionally, select the Device Pool tab and add the VoiceXML Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the VoiceXML Server:
a.
click Save to save the settings in the Operations Server database
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Editing a VoiceXML Server in the Operations Console
b.
Step 9
OR click Save & Deploy to save the settings in the Operations Server database and deploy
the changes to the Reporting Server
Shut down and then restart the VoiceXML Server and the primary and backup Call Servers.
Editing a VoiceXML Server in the Operations Console
You can change the properties of a VoiceXML 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 VoiceXML Server. From
the File Transfer menu, you can transfer license files, VoiceXML script files, and log messages
to the VoiceXML Server. The System Id menu provides an option to generate a unique system
identifier for the VoiceXML Server. You will need the System Id when getting a license for
this server.
Editing a VoiceXML Server
Before You Begin
You can edit the configuration for a VoiceXML Server that has been added to the Operations
Console Control Center.
Procedure
To edit a VoiceXML Server configuration:
Step 1
Choose Device Management > CVP VoiceXML Server.
The Find, Add, Delete, Edit VoiceXML Servers window opens.
Step 2
From the list of matching records, choose the VoiceXML Server that you want to edit.
Step 3
Click Edit.
The VoiceXML Server Configuration window opens to the General Tab.
Step 4
Change any general server information. You cannot change the IP address of the VoiceXML
Server.
Step 5
Select the Configuration Tab, then configure VoiceXML Server properties.
Step 6
Optionally, select the Device Pool tab and add the VoiceXML Server to a device pool.
Step 7
Optionally, select the Infrastructure tab and configure log file and syslog settings.
Step 8
When you finish configuring the VoiceXML Server:
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Editing a VoiceXML Server in the Operations Console
Step 9
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
Shut down and then restart the VoiceXML Server and—if they have changed—the primary and
backup Call Servers.
VoiceXML Server General Properties
You can configure settings that identify the VoiceXML 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 VoiceXML Server.
Table 6: VoiceXML Server General Configuration Settings
Field
Description
Default
Range
Restart/Reboot
Needed
No
General
IP Address
The IP address of the VoiceXML Server None
A valid IP address
Hostname
The host name of the VoiceXML Server. None
Host names must be valid DNS names,
which can include letters in the alphabet,
the numbers 0 through 9, and a dash.
A valid DNS name,
No
which includes uppercase
and lowercase letters in
the alphabet, the numbers
0 through 9, and a dash
Description
The description of the VoiceXML
Server.
Less than or equal to
1024 characters
No
Enable secure
communication
with the Operations
Console
Select to enable secure communications None
between the Operations Console and this
component. The device is accessed using
SSH and files are transferred using
HTTPS.
On or Off
Yes - reboot
Primary Call Server The VoiceXML Server uses the message None
service on this Call Server to
communicate with the Reporting Server.
Select a primary Call Server from the
drop-down list. The drop-down list
includes all Call Servers added to the
Operations Console.
Not applicable
Yes - Restart Call
Server and
VoiceXML Server
Backup Call Server The VoiceXML Server uses the message None
service on this Call Server to
communicate with the Reporting Server
if the Primary Call Server is
unreachable. Select a backup Call Server
from the drop-down list. The drop-down
Not applicable
Yes - Restart Call
Server and
VoiceXML Server
None
Call Servers
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Editing a VoiceXML Server in the Operations Console
Field
Description
Default
Range
Restart/Reboot
Needed
list includes all Call Servers added to the
Operations Console.
VoiceXML Server Configuration Properties
From the VoiceXML Server Configuration tab, you can enable reporting of VoiceXML Server
script and call activities to the Reporting Server. When enabled, the VoiceXML 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, VoiceXML 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 VoiceXML 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: VoiceXML Server Configuration Settings
Field
Description
Default
Range
Restart/Reboot
Needed
Yes - Restart
VoiceXML
Server
Configuration
Enable Reporting for
this VoiceXML Server
Indicates whether or not the
Enabled
VoiceXML Server sends data to the
Reporting Server. If disabled, no
data is sent to the Reporting Server
and reports will not contain any
VoiceXML application data.
Enabled (the default) or
Disabled.
Enable Reporting for
VXML Application
Details
Indicates whether or not VoiceXML Disabled
application details are reported.
Enabled or Disabled (the Yes - Restart
default).
VoiceXML
Server
Max. Number of
Messages
The maximum size of reporting
100,000
messages that are saved in a
memory buffer if a failover occurs
and the Call Server is unreachable.
Not applicable - cannot be Not applicable
changed
The level of transmission quality
and service availability for the
VoiceXML Server.
The drop-down list has the Yes - Restart
following values: af11, VoiceXML
af12, af13, af21, af22,
Server
af23, af31, af32, af33,
af41, af42, af43, cs1, cs2,
cs3, cs4, cs5, cs6,
cs7,default, ef
QoS
Select QoS Level
Note: For more information, see the
Enterprise QoS Solution Reference
Network Design Guide.
cs3
VXML Applications Details: Filters
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Editing a VoiceXML Server in the Operations Console
Field
Description
Default
Inclusive Filters
List of applications, element types, None
element names, and element fields,
and ECC variables to include in
reporting data.
Range
Restart/Reboot
Needed
A semicolon-separated list Yes - Restart
of text strings. A wildcard VoiceXML
character (*) is allowed Server
within each element in the
list.
Note: For more
information about filter
syntax and rules, see
Inclusive and Exclusive
VoiceXML Filters for
Reporting (page 54).
Exclusive Filters
List of applications, element types, None
element names, and element fields,
and ECC variables to exclude from
reporting data.
A semicolon-separated list Yes - Restart
of text strings. A wildcard VoiceXML
character (*) is allowed Server
within each element in the
list.
Note: For more
information about filter
syntax and rules, see
Inclusive and Exclusive
VoiceXML Filters for
Reporting (page 54).
Inclusive and Exclusive VoiceXML Filters for Reporting
You use Inclusive and Exclusive VoiceXML filters to control the data that the VoiceXML
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
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Editing a VoiceXML Server in the Operations Console
Subdialog_End elements are never filtered from reporting data unless Reporting is disabled
on the VoiceXML 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
or
AppName.*.*.SESSION:Varname
Note: This syntax is used to indicate session variables.
• A semicolon (;) should be used to separate each item in a filter. For example, ElementA ;
ElementB is valid.
• A single wildcard (*) can be specified anywhere within the application name, element type,
element name, or field name.
• Element types, element names, and field names can contain alphanumeric characters,
underscores, and a space character.
• An application name can contain alphanumeric characters and underscores, but the space
character is not allowed. For example, A_aa.B_bb.*C_cc_DD.E_ee_F* is valid.
Examples of VoiceXML Filter Wildcard Matching
The table below provides examples of VoiceXML filter wildcard matching.
Table 8: Examples of VoiceXML Filter Wildcard Matching
MyApplication.Voice.*.*
Matches all voice elements in MyApplication
*.Voice.*.*
Matches all Voice elements in all applications.
MyApplication.*.*.var*
Matches all fields in MyApplication that start with the string
var.
MyApplication.*.*.*3
Matches all fields in MyApplication that end with 3.
MyApplication.*.*.SESSION:Company
Matches the Company session variable in MyApplication.
Examples of Inclusive and Exclusive VoiceXML Filters for Reporting
The table below provides examples of some different combinations of Inclusive and Exclusive
filters and the resulting data that the VoiceXML Server feeds to the Reporting Server.
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Editing a VoiceXML Server in the Operations Console
Table 9: Examples of Inclusive and Exclusive VoiceXML Filters for Reporting
Inclusive Filter
Exclusive Filter
Data the VoiceXML Server Feeds To
the Reporting Server
Application1.*.*.*
None
All Application1 data
Application1.*.*.*
*.*.Element1.*;
All Application1 data, except Element1
and Element2
*.*.Element2.*
Application1.*.*.*
*.*.Element1.*;
All Application1 data, except Element1,
Element2, and Field1
*.*.Element2.*;
*.*.*.Field1
*.Voice.*.* which matches
Element3 and Element4
All Application1 data, except Element3
and Element4
Application1.*.*.*
No data for Application1
*.Voice.*.* which matches
*.*.Element3.*;
Only Element1 and Element2
Element1, Element2, Element3, and
Element4
*.*.Element4.*
*.Voice.*.* which matches
*.*.*.Field1
Element1 and Element2, except for
Field1, if it exists in those elements
*.*.Element1.*
None
Element1
*.*.Element1.*
*.*.*.Field1
Element1, except for Field1 if it exists in
Element1
*.*.*.Field1
*.*.Element3.*;
Field1 in any elements except Element3
and Element4
Application1.*.*.*
*.*.Element1.*;
*.*.Element2.*;
*.*.*.Field1
Element1 and Element2
*.*.Element4.*
A good strategy for using filters is to create an Inclusive filter that includes the data you want
to save in the Reporting database and then create an Exclusive filter to exclude portions of the
data, for example, sensitive security information such as Social Security Numbers. For example.
you would
• First, create an inclusive filter to include all information:
MyApp.Voice.*.*
• Then, create an exclusive filter to remove credit card and social security numbers information:
MyApp.Voice.*.CreditCard; MyApp.voice.*.SSN
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Transferring a File to Multiple Devices
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 VoiceXML Servers. Script files can be transferred to
VoiceXML Servers, gatekeepers, gateways, and content services switches. You can only transfer
a file to one type of device at a time. If you try to transfer a type of file to a device that does not
support that file type, an error message is displayed, and the previous settings are cleared.
Procedure
To transfer a script file:
Step 1
Choose Bulk Administration > File Transfer.
The File Transfer window opens to the Files tab. Script files that have already been transferred
to the Operations Console are listed in the Available Script Files box.
Step 2
Click Script File.
Step 3
Either enter the fully qualified path to a script file to transfer or click Browse to search for the
file.
Step 4
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
Step 5
From the Select Device Type drop-down menu, select the type of device to which you want to
transfer the selected file.
Only devices of the selected type are displayed in the Available Devices box.
Step 6
Select a device from the Available Devices box and click the right arrow to move the device
to the Selected Devices box. To remove a device from the Selected Devices box, select the
device and click the left arrow to move the device to the Available Devices box.
Step 7
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
Procedure
To transfer a license file:
Step 1
Choose Bulk Administration > File Transfer.
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Transferring a File to Multiple Devices
The File Transfer window opens to the Files tab. License files that have already been transferred
to the Operations Console are listed in the Available License Files box.
Step 2
Click License File.
Step 3
Either enter the fully qualified path to a license file to transfer or click Browse to search for the
file.
Step 4
Click the Transfer to Devices tab to transfer the selected file to one or more devices.
Step 5
From the Select Device Type drop-down menu, select the type of device to which you want to
transfer the selected file.
Only devices of the selected type are displayed in the Available Devices box.
Step 6
Select a device from the Available Devices box and click the right arrow to move the device
to the Selected Devices box. To remove a device from the Selected Devices box, select the
device and click the left arrow to move the device to the Available Devices box.
Step 7
When you finish selecting devices, click Transfer.
The file you selected on the Files tab is transferred to each selected device.
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Chapter 5
Introduction to the Database Schema
This section contains the following topics:
• About the Database Schema, page 59
• Entity-Relationship Diagram, page 60
• Table Definitions, page 60
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 91))
The following diagram indicates a common set of incoming and outgoing entry and exit states
for a call to a self-service application.
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Chapter 5: - Introduction to the Database Schema
Entity-Relationship Diagram
Figure 2: Call Flow
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.
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Table Definitions
ActionTypeRef Table
This is the table to map an ActionTypeID to the type of action for an element that changes data.
Field
Type
Null
Index
Descriptions
ActionTypeID
int
No
Yes (Primary Key)
The unique id of an
action type
Name
nvarchar(96)
No
No
The name of the action
type
Descriptions
Table Values (ID, Name):
1, "Initialize"
2, "Update"
3, "Return"
Call Table
This table contains one record per call.
Field
Type
Null
Index
CallGUID
char(35)
No
Yes (Primary Key
The global unique id of
Composite CallGUID, a call
CallStartDate)
CallStartDate
date
No
Yes (Primary Key
Date of the call, for
Composite CallGUID, data purging purposes
CallStartDate)
StartDateTime
datetime
No
Yes
Date and time a call
was made
MessageBusName
varchar(42)
No
No
The name of the Call
Server (its message
adapter name) where
the call originates
SubSystemTypeID
int
No
No
The type of Unified
CVP Service, such as
SIP, IVR, VXML
LocalTimeZone
int
Yes
No
The local time zone
identifier
ANI
varchar(32)
No
No
ANI of the caller sent
by telephony provider
DNIS
varchar(32)
No
No
DNIS of a call sent by
telephony provider
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Table Definitions
Field
Type
Null
Index
Descriptions
EndDateTime
datetime
Yes
No
The date and time a
call ended with
hang-up or disconnect
(but see the Note
below)
UUI
varchar(100)
Yes
No
The UUI of the
originating caller sent
by telephony provider
Iidigits
varchar(100)
Yes
No
The IIDIGITS of the
originating caller sent
by telephony provider
UID
varchar(50)
Yes
No
The external UID of
the caller if the call is
associated with a user
NumAppVisited
int
No
No
The number of
applications visited
during the life of the
call
NumOptOut
int
No
No
The number of times
that the call is opt out
to an agent
TotalTransfer
int
No
No
The total number of
times the call is
transferred out
NumTimeOut
int
No
No
The number of times
the call timed out
NumError
int
No
No
The number of errors
that occurred during
the call
NumOnHold
int
No
No
The number of times
the call is on hold due
to unavailable port
DBDateTime
datetime
No
No
The date and time of
the database operation
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.
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Table Definitions
CallEvent Table
Field
Type
Null
Index
Descriptions
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
CallGUID,
data purging purposes
CallStartDate)
CallLegID
varchar(43)
Yes
No
A call id assigned by a
Service
MessageBusName
varchar(42)
No
No
The name of the Call
Server (its message
adapter name) with
which the event is
associated
EventDateTime
datetime
No
Yes
Date and time of the
event
EventTypeID
int
No
No
The mechanism used
to generate the call
event
CauseID
int
No
No
The reason that the call
event was generated
DBDateTime
datetime
No
No
The date and time of
the database operation
SubSystemTypeID
int
No
Yes
The type of the Service
SubSystemName
varchar(41)
No
No
The name of the
Service the event
originated from
LocalTimeZone
int
Yes
No
The local time zone
identifier
CallICMInfo Table
Field
Type
Null
Index
Descriptions
CallGUID
char(35)
No
Yes (Composite The global unique id of a call
index
CallGUID,
CallStartDate)
CallStartDate
date
No
Yes (Composite Date of the call, for data
index
purging purposes
CallGUID,
CallStartDate)
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Table Definitions
Field
Type
Null
Index
Descriptions
RouterCallKey
int
No
Yes
ICM Router CallKey
RouterCallKeyDay
int
No
Yes
ICM RouterCallKeyDay
RouterCallKeySequenceNumber int
Yes
Yes
ICM
RouterCallKeySequenceNumber
EventDateTime
datetime
No
Yes
Date and time of the event
MessageBusName
varchar(42)
No
No
The name of the message bus
that delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of the
database operation
CauseRef Table
This is the table to map a CauseID to the cause.
Field
Type
Null
Index
Descriptions
CauseID
int
No
Yes (Primary Key)
The unique id of a call
event cause
Name
nvarchar(96)
No
No
The cause of the event
Table Values (ID, Name):
0, "None"
1, "Normal Completion"
2, "Call Abandon"
3, "Call Transferred"
4, "New Transaction"
5, "Busy"
6, "No Answer"
7, "Maintenance"
8, "Net Congestion"
9, "Net Not Obtainable"
10, "Reorder Tone"
11, "Resources Not Available"
12, "Trunks Busy"
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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]
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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
Type
Null
Index
Descriptions
DataCategory
varchar(64)
No
No
The name of the Data
Category Visible in
Operations Console
TableName
varchar(32)
No
Yes
The name of the table
NumberDaysRetained
int
No
No
The number of days to retain
the data
ActualNumberDaysRetained interval DAY(4)
TO DAY
Yes
No
If the value is 0 or a positive
integer then it means actual
number of days data retained;
if the value is -1 then this
value is inherited from the
ActualNumberDaysRetained
in the DataCategory
NumberOfExtents
Yes
No
The number of extents
int
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Table Definitions
Field
Type
Null
Index
Descriptions
ExtentSpaceUsed
float
Yes
No
The extent space used
TotalSpaceUsed
float
Yes
No
The data plus index space
size used in megabytes
DataSpaceUsed
float
Yes
No
The data space size used in
megabytes
DailyPurgeLastRunDate
datetime
Yes
No
The date and time of last
daily run
EmergencyPurgeLastRunDate datetime
Yes
No
The date and time of last
emergency purge
CVPDateTrap Table
Field
Type
Null
Index
Descriptions
CallStartDate
date
Yes
No
Meta for schema
management
CVPDBSpaceUsed Table
Field
Type
Null
Index
Descriptions
DBSpace
varchar(20)
No
No
Name of the DBSpace
TotalSpace
float
No
No
Total Available File
Space
ExtendedSpace
float
No
No
Reserved Space
FreeSpace
float
No
No
Non-reserved Space
DataSpaceUsed
float
Yes
No
Amount of
ExtendedSpace
actually used
MaxSizeGrowth
float
Yes
No
Maximum recorded
growth in 24 hours
RecentSizeGrowth
float
Yes
No
Last recorded growth
in 24 hours
LastRunDate
datetime
No
No
The date and time
when the record was
updated
Field
Type
Null
Index
Descriptions
MajorVersion
varchar(10)
No
Yes (Composite index Major version
MajorVersion,
MinorVersion)
CVPDBVersion Table
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Table Definitions
Field
Type
Null
Index
Descriptions
MinorVersion
varchar(20)
No
Yes (Composite index Minor version
MajorVersion,
MinorVersion)
UpdateDateTime
datetime
No
No
The date and time
when the record is
updated
Field
Type
Null
Index
Descriptions
MessageDateTime
datetime
Yes
No
Date and time of
message
Message
varchar(255)
Yes
No
Message details
MessageClass
char(8)
Yes
Yes
Type of message: Add,
Aged Off, Alter, Err
Info, Remainder,
EPurge
Field
Type
Null
Index
Descriptions
TableName
varchar(32)
No
Yes (Composite index Name of the table
TableName, PartDate)
PartDate
date
No
Yes (Composite index Date of the data in
TableName, PartDate) partition
PartName
char(12)
No
No
Name of the partition
DBDateTime
datetime
No
No
The date and time that
the partition was
created
CVPLog Table
CVPPartitionInfo Table
CVPPartitionParameters Table
Field
Type
Null
Index
Descriptions
DBSize
int
No
No
Usable data size in GB
PCTFree
float
No
No
Percent of space to
keep free in the DB
space
Bump
float
No
No
Planned growth factor,
used to determine sizes
for future table extents
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Table Definitions
Field
Type
Null
Index
Descriptions
DaysAhead
int
No
No
Number of days ahead
to create partitions;
minimum is 1
ContainerSizeLarge
int
No
No
Starting size in KB for
large sized tables
ContainerSizeMedium int
No
No
Starting size in KB for
medium sized tables
ContainerSizeSmall
int
No
No
Starting size in KB for
small sized tables
Field
Type
Null
Index
Descriptions
Action
char(1)
Yes
No
Action to take: A=Add,
D=Drop, S=Split
TableName
varchar(32)
Yes
No
Name of table
TabID
int
Yes
No
ID of table
Partition
char(12)
Yes
No
Name of the partition
PartDate
date
Yes
No
Date of the data in
partition
DBSpace
varchar(32)
Yes
No
Name of the DB space
PartSize
int
Yes
No
Size of the partition
Reason
char(12)
Yes
No
Reason for the action
CVPPurgeList Table
ElementTypeRef Table
This is the table to map an ElementTypeID to a VXML element type.
Field
Type
Null
Index
Descriptions
ElementTypeID
int
No
Yes (Primary Key)
The unique id of an
element type
Name
nvarchar(96)
No
No
The name of the
element type
Table Values (ID, Name):
0, "Start"
1, "End"
2, "Subdialog_Start"
3, "Subdialog_Return"
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Table Definitions
4, "Decision"
5, "Action"
6, "Custom"
7, "HotLink"
8, "HotEvent"
9, "ElementFlag"
10, "Voice"
11, "VXMLInsert"
12, "ReqICMLabel"
13, "General"
EventTypeRef Table
This is the table to map an EventID to its name (event type).
Field
Type
Null
Index
Descriptions
EventTypeID
int
No
Yes (Primary Key)
The unique id of a call
event type
Name
nvarchar(96)
No
No
The name of the event
type
Table Values (ID, Name):
0, "New Call"
1, "Connect Failure"
2, "Busy"
3, "No Answer"
4, "Answer"
5, "Abandon"
6, "Disconnect"
7, "Hang Up"
8, "App Transfer"
9, "App Session Complete"
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10, "Call Transfer"
11, "Run Script"
OutgoingECCVariable Table
Field
Type
Null
Index
Descriptions
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
CallStartDate
date
No
Yes (second field in
Composite indexes)
SessionID
int8
No
Yes (Composite index The identifier of the
session in which the
SessionID,
ECC variable changes
CallStartDate)
ElementID
int8
No
Yes (Composite index The identifier of the
ElementID,
element in which the
CallStartDate)
ECC variable changes
ECCVarName
char(12)
No
No
The name of session
variable that was exited
ECCVarValue
nvarchar(255)
No
No
The value of session
variable
EventDateTime
datetime
No
Yes
Date and time when the
ECC variable changed
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
Date of the call, for
data purging purposes
ResultRef Table
This is the table to map a ResultID to a result string.
Field
Type
Null
Index
Descriptions
ResultID
int
No
Yes (Primary Key)
The unique id of a
result
Name
nvarchar(96)
No
No
The name of the
element result
Table Values (ID, Name):
1, "Normal"
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2, "Invalidated"
3, "HotEvent"
4, "HotLink"
5, "Hang Up"
6, "Error"
7, "Transfer"
SubSystemTypeRef Table
This is the table to map a SubSystemTypeID to a Unified CVP Service type.
Field
Type
Null
Index
Descriptions
SubSystemTypeID
int
No
Yes (Primary Key)
The unique id of a
Service type
Name
nvarchar(96)
No
No
The name of the
Service type
Table Values (ID, Name):
0, "SIP"
1, "IVR"
2, "VXML"
3, "OAMP" [Operate, Administer, Maintain, Provision = Operations Console]
4, "CONTROLLER"
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.
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Table Definitions
Field
Type
Null
Index
Descriptions
UserInputModeID
int
No
Yes (Primary Key)
The unique id of a user
input mode
Name
nvarchar(96)
No
No
The name of the user
input mode
Table Values (ID, Name):
1, "DTMF"
2, "Voice"
3, "DTMF Voice"
VarDataTypeRef Table
This is the table to map a VarDataTypeID to the data type of a variable.
Field
Type
Null
Index
Descriptions
VarDataTypeID
int
No
Yes (Primary Key)
The unique id of a
variable data type
Name
nvarchar(96)
No
No
The name of the
variable data type
Table Values (ID, Name):
0, "String"
1, "Int"
2, "Float"
3, "Boolean"
VoiceActionTypeRef Table
This is the table to map a VoiceActionTypeID to the VXMLVoiceInteractDetail.
Field
Type
Null
Index
Descriptions
VoiceActionTypeID
int
No
Yes (Primary Key)
The unique id of a
VoiceActionTypeRef
Name
nvarchar(96)
No
No
The name of the call
state
Table Values (ID, Name):
1, "No Match"
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Table Definitions
2, "No Input"
3, "Audio Group"
4, "Input Mode"
5, "Utterance"
6, "Interpretation"
7, "Confidence"
VXMLCustomContent Table
This table contains one record for each VoiceXML custom event. This event will occur if a
custom component programmatically calls the addToLog method of the Session API. The event
will also occur when an element whose configuration contains entries in the Add To Log table
in the General tab is run.
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Composite index The unique id of a
ElementID,
visited element
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
VarName
nvarchar(51)
No
No
The name of the
custom event variable
VarValue
nvarchar(255)
Yes
No
The value of the
custom event variable
EventDateTime
datetime
No
No
Date and time when the
variable is changed
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
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.
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Table Definitions
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Primary Key,
The unique id of a
Composite ElementID, visited element
CallStartDate)
CallStartDate
date
No
Yes (second field in
Primary Key and
Composite indexes)
SessionID
int8
No
Yes (Composite index The unique id of a
VXML application
SessionID,
session
CallStartDate)
CallGUID
char(35)
No
Yes
The global unique id of
a call
ElementName
nvarchar(51)
No
No
The name of an
element
ElementTypeID
int
No
No
The type of element
EnterDateTime
datetime
No
Yes
Date and time when the
element was entered
ExitDateTime
datetime
Yes
No
Date and time when the
element was exited
ExitState
nvarchar(51)
Yes
No
The exit state of the
element
NumberOfInteractions int
Yes
No
The number of
interactions while the
user visited this
element
ResultID
int
Yes
No
Indicates how an
element ended
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
Date of the call, for
data purging purposes
VXMLElementDetail Table
This table contains one detail record for each script element variable. VarValue holds the String
value of the variable and VarDataTypeID specifies the data type of the variable to which the
String value can be converted.
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Composite index The unique id of an
ElementID,
element
CallStartDate)
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Field
Type
Null
Index
Descriptions
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
VarName
nvarchar(51)
No
No
The name of the
element variable
VarValue
nvarchar(255)
Yes
No
The String value of the
element variable
VarDataTypeID
int
No
No
The data type of the
element variable, such
as String, Integer,
Boolean
ActionTypeID
int
No
No
The type of action for
an element that
changes data
EventDateTime
datetime
No
Yes
Date and time when the
variable was changed
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
Descriptions
VXMLElementFlag Table
Field
Type
Null
Index
ElementID
int8
No
Yes (Composite index The unique id for the
ElementID,
element in which the
CallStartDate)
flag activated
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when the flag activated
Name
nvarchar(51)
No
No
The flag name
PreviousElementName nvarchar(51)
Yes
No
Name of the previous
application element
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
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Table Definitions
VXMLError Table
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Composite index The unique id for the
element in which the
ElementID,
error occurs
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
ErrorName
varchar(12)
No
No
Name of an error
EventDateTime
datetime
No
Yes
The date and time
when the error
occurred
Description
nvarchar(255)
No
No
The detailed error
message
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Composite index The unique id for the
ElementID,
element in which the
CallStartDate)
hotevent occurred
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when hot event
occurred
Name
nvarchar(51)
No
No
The name of the hot
event
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
VXMLHotEvent Table
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VXMLHotLink Table
Field
Type
Null
Index
Descriptions
ElementID
int8
No
Yes (Composite index The unique id for the
element in which the
ElementID,
hotlink activated
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
EventDateTime
datetime
No
Yes
The date and time
when the hot link
activated
Name
nvarchar(51)
No
No
The name of the hot
link
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
VXMLSession Table
This table contains one record for each application visited by a call. For example, if a call has
transferred from one application to another one, the call with the same CallGUID will have two
session records.
Field
Type
Null
Index
SessionID
int8
No
Yes (Primary Key,
The unique id of a
Composite SessionID, VXML application
CallStartDate)
session
CallStartDate
date
No
Yes (second field in
Primary Key and
Composite indexes)
Date of the call, for
data purging purposes
SessionName
nvarchar(96)
No
No
The name of the
session assigned by
VXML Server
CallGUID
char(35)
No
Yes (Composite index The global unique id of
CallGUID,
a call
CallStartDate)
StartDateTime
datetime
No
Yes
Date and time when
session starts
AppName
nvarchar(51)
No
Yes
The name of the
VXML application
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Descriptions
Chapter 5: Introduction to the Database Schema
Table Definitions
Field
Type
Null
Index
Descriptions
EventTypeID
int
Yes
No
The mechanism used
to end the application
visit
CauseID
int
Yes
No
The reason that the
application visit ended
EndDateTime
datetime
Yes
No
The end date and time
of the session
SourceAppName
nvarchar(51)
Yes
No
The name of the
application that
transferred to this one
LocalTimeZone
int
Yes
No
The local time zone
identifier
Duration
int
Yes
No
The duration of the
session (seconds)
SubSystemName
varchar(41)
No
No
The name of the
VXML Service
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
VXMLSessionVariable Table
This table contains one record for each instance of a session variable. For example, if the same
session variable was modified once in an application script during a call, there will be two
separate records, one for its initial value when it was created and another for the updated value.
Field
Type
Null
Index
Descriptions
SessionID
int8
No
Yes (Composite index The unique id of an
SessionID,
IVR application
CallStartDate)
session
ElementID
int8
No
Yes (Composite index The identifier of the
ElementID,
element in which the
CallStartDate)
session variable
changes
CallStartDate
date
No
Yes (second field in
Composite indexes)
Date of the call, for
data purging purposes
VarName
nvarchar(51)
No
No
The name of the
session variable that
was exited
VarValue
nvarchar(255)
Yes
No
The value of the
session variable
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Field
Type
Null
Index
Descriptions
ActionTypeID
int
No
No
The type of action for
a session variable that
changes data
EventDateTime
datetime
No
Yes
Date and time when the
session variable
changed
VarDataTypeID
int
No
No
The data type of the
session variable, such
as Integer, String,
Boolean
MessageBusName
varchar(42)
No
No
The name of the
message bus that
delivers the VXML
datafeed message
DBDateTime
datetime
No
No
The date and time of
the database operation
FromICM
boolean
No
No
Indicates whether this
session variable change
originated from
Unified ICME;
Informix stores these
values as 1 or 0, but
represents these values
as 't' or 'f'
Descriptions
VXMLVoiceInteractDetail Table
Field
Type
Null
Index
ElementID
int8
No
Yes (Composite index The unique id of a
ElementID,
visited element
CallStartDate)
CallStartDate
date
No
Yes (Composite index Date of the call, for
ElementID,
data purging purposes
CallStartDate)
ElapsedTimeMillisecond int
No
No
Time since the last
interaction
VoiceActionTypeID
int
No
No
Type of interaction
Value
nvarchar(255)
Yes
No
Value of interaction
DBDateTime
datetime
No
No
The date and time of
the database operation
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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. These
are discussed below.
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: The sample templates are available on the Cisco Unified CVP Release 4.0(1) Software
CD, in a top-level directory called Samples. The templates will also be installed on the Reporting
Server. The sample scripts, and the SQL statements, are also provided in the Samples directory.
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Using the Cisco-Provided Sample Report Templates
Descriptions of the sample templates follow.
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 CallGUID
Num
Start
Date
Time
Call
ANI
Duration
1
28CD41917F6C11DBA6EF00146944B976
11/30/2006 0:40:45
50
2
2A288BE47F6C11DBA6F000146944B976
11/30/2006 0:40:47
3
2AC386807F6C11DB900D00146944B962
4
Num
Num
Time Out Errors
Num
Apps
Visited
Total
Transfers
190190190 3110
0
0
1
0
50
190190190 3110
0
0
1
0
11/30/2006 0:40:48
50
191191191 3110
0
0
1
0
2BF250957F6C11DBA6F100146944B976
11/30/2006 0:40:50
50
190190190 3110
0
0
1
0
5
2BFA1D3C7F6C11DB82AB00146944B8CC
11/30/2006 0:40:50
14
1
8001431001 0
0
0
1
6
2C61F58D7F6C11DB900E00146944B962
11/30/2006 0:40:51
50
191191191 3110
0
0
1
0
7
2D6855677F6C11DB82AC00146944B8CC
11/30/2006 0:40:53
130
1
8001431001 0
0
1
2
8
2DBC15467F6C11DBA6F200146944B976
11/30/2006 0:40:53
50
190190190 3110
0
1
0
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DNIS
0
Chapter 6: Reporting Against the Database
Using the Cisco-Provided Sample Report Templates
Call CallGUID
Num
Start
Date
9
11/30/2006 0:40:54
2E2D8EB67F6C11DB900F00146944B962
Time
Call
ANI
Duration
50
DNIS
191191191 3110
Num
Num
Time Out Errors
Num
Apps
Visited
Total
Transfers
0
1
0
0
Unified CVP Application Summary Report
In order 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
Caller Abandon
3,248,281
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
Element Enter Time
Element Exit Time
Element Type
Subdialog Start 01
1:11:53 am
1:11:53 am
Subdialog Start
start
1:11:53 am
1:11:53 am
Start
ReqICMLabel
1:11:53 am
1:11:54 am
ReqICMLabel
Flag Done
1:11:54 am
1:11:54 am
ElementFlag
Audio Exit
1:11:54 am
1:11:54 am
Voice
Audio ValidLabel
1:11:54 am
1:11:54 am
Voice
Subdialog Return 01
1:11:54 am
1:11:54 am
Subdialog Return
end
1:12:43 am
1:12:43 am
End
Unified CVP and Unified ICME Report
Customers who deploy self-service applications with their Unified ICME or Unified CCE system
need a report that will track the details of this system as well as Unified CVP details. Crystal
Reports can join data from more than one ODBC connection. In particular, Crystal Reports
functionality allows you to select two data sources (in this case, one from Unified CVP Informix
tables and one from Microsoft SQL Server tables) and create a join report.
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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
Router CallKey ANI
DNIS
NumberApps
Visited
7/5/2006
2:28:23PM
312
8305558931
0
7/5/2006
2:30:23PM
159120
9789360000
Table 14: CallGUID: F772B308-0808927
TCD Record
DateTime
CallTypeID
Service Skill
TargetID
Agent Skill
TargetID
Answered Within
ServiceLevel
1
7/5/2006
2:39:23PM
5001
None
None
N
2
7/5/2006
2:30:23PM
5001
5001
5002
N
Running Crystal Reports Templates
In order to run Crystal Reports templates you must replace the ODBC connection with a local
one. 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.
To change a template's ODBC connection, complete the following steps:
Note: These steps are only intended for advanced users. More complete documentation is
installed with the Crystal reporting product. If you are unfamiliar with setting up and configuring
ODBC connections, please see the Crystal Reports documentation.
1. Install Crystal Reports or a Crystal Viewer.
2. Install the Informix ODBC driver which is included in the CSDK installer. This is available
on the IBM web site.
3. Configure an ODBC connection that points to the Unified CVP Informix Server. Configure
a SQL Server connection to an HDS if required.
4. Open the template in Crystal Reports.
5. Choose 'Set Data Source Location' from the 'Database' menu.
6. Open your connection in the 'Replace with' windows by doing as follows:
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Chapter 6: Reporting Against the Database
Using the Cisco-Provided Sample Report Templates
–
'Create New Connection', select 'ODBC'
–
Select a Unified CVP connection that you created in step 3 above
–
Select 'Next', enter the 'Password' for the DB, select 'Finish'
–
Drill down into the database instance by selecting the instance name
(cvp_db__hostname), the database (cvp_data), the database administrator
(cvp_dbadmin), Tables
–
Replace each table (which is prefaced with a 't_' in the 'Current Data Source' window
with the corresponding table (without the 't_') in the 'Replace with' window and press
the 'Update' button
–
Some reports have custom SQL. Custom SQL statements are named 'Command*';
these should be updated with the 'Add Command' entry under the database instance.
Right-click on the Current command, select 'View' then copy the SQL query, so you
can enter it in the 'New Command' when prompted
–
Repeat the above six steps for the HDS connection if required; with Unified ICME,
both the 'current' and 'replace' tables will have a 't_'
7. Refresh the report.
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Using the Cisco-Provided Sample Report Templates
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Chapter 7
Reporting Best Practices
This section contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
CPU Intensive Reports, page 87
Filtering Data to be Stored in the Database, page 88
ECC Variable Security, page 88
Writing Efficient SQL when Creating Reports, page 89
Database Sizing Issues, page 89
Database Backup and Recovery, page 90
Only Use Reporting Users when Querying the Database, page 90
Informix, Operating System Time, and Local Time, page 90
Assuring Accurate Time Stamps for Reporting and Logging, page 90
Passwords, page 90
Joining Data with an ICM HDS Database, page 91
Joining Unified CVP and SQL Server Data, page 91
Reporting Isolation Level, page 91
Database Retention Settings, page 91
Purge and Backup Database Maintenance Tasks, page 91
Zero Duration Calls and Writing Reports, page 92
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.
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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 VoiceXML Server application
detail data filtering, see Chapter 4, "Configuring the VoiceXML Server for Reporting" (page
49)). 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. If
there ever is anything in them that needs to be stored, the routing script can copy the data to an
appropriate variable for storage in the database.
Additionally, the VoiceXML Server allows you to filter out sensitive data as well—see Chapter
4, "Configuring the VoiceXML Server for Reporting" (page 49).
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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 16). 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.
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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 18) and "Database Recovery" (page 20).
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, in order to
assure accurate time stamps for reporting and logging.
Passwords
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.
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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 that the 'Last Run Time' was as
expected and there are no status messages.
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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.
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Index
Reporting Server reporting properties....26
Index
VoiceXML Server....53
VoiceXML Server properties....52
ActionTypeRef table....61
CPU intensive reports....87
analytics engine....59
Crystal Reports....13, 59, 81, 84
application summary report....83
cvp_dbadmin....21
application user....21
cvp_dbuser....21
backups....11, 15, 18, 90, 91
CVPDataRetention table....67
cancelling for Reporting Server....34
CVPDateTrap table....67
retries....19
CVPDBSpaceUsed table....67
running for Reporting Server....33
CVPDBVersion table....68
before you begin tasks
adding a reporting server....24
adding a VoiceXML Server....49
CVPLogMessages.properties file
editing....41
CVPLogMessages.xml file
deleting a Reporting Server....43
editing....41
editing a VoiceXML Server....51
CVPLog table....68
best practices....87
CVPPartitionInfo table....68
bulk file transfer
CVPPartitionParameters table....69
license files....57
CVPPurgeList table....69
script files....57
database....11, 59
call
multiple....12
zero duration....92
Call category....18
sizing....89, 91
viewing details....37
Call Event category....18
database administrator....21
CallEvent table....63
database backup (see backups)....18
CallICMInfo table....64
database connection failure....22
Call Server....12
database purge (see purging)....16
downloading Log Messages XML file....40
database recovery....20, 90
uploading Log Messages XML file....39
database restore....20
call summary report....82
database schema....11, 59
Call table....61
database tables....60
CauseRef table....64
database users (see users)....21
configuration tabs
data categories....18
Reporting Server general information....25
data filtering....88
Reporting Server Infrastructure Tab....27
data retention....16, 67, 91
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Index
default number of days....36
destination
log messages....41
device pools
adding or removing a device....47
device statistics
Reporting Server....45
ECC variable....71, 88
join report....83, 91
license files
transferring multiple files....57
log messages
CVPLogMessages.xml....41
Operations Console....15
OutgoingECCVariable table....71
passwords....15
ElementTypeRef table....69
changing reporting database user....30
emergency purge (see purging)....16
policies....90
Entity-Relationship diagram....60
purging....11, 15, 16, 191
ER diagram....60
emergency....16
events
number of days to retain data....36
severity levels for....41
retries....19
EventTypeRef table....70
purging data....35
failure
querying the database....90
database connection....22
recovery....20
Reporting Server....22
Reporting
filtering data....88
filters for reporting
VoiceXML Server....54
configuring Reporting Server....23
reporting database
changing user passwords....30
reporting engine....13, 59, 81
generating reports....90
HDS....84, 91
IBM Informix Dynamic Server database (see Informix).11
reporting filters
for VoiceXML Server....53
Reporting Server....11, 12
ICM....64
adding....24
ICM Service....12
adding reporting users....31
IDS (see Informix)....11
cancelling backups....34
informix....21
changing a reporting user's password....32
Informix database (see database)....11
changing reporting database user password....30
Informix user
configuring....23
changing password....30
configuring properties....26
instance owner....21
deleting....43
isolation level....91
downloading Log Messages XML file....40
IVR Service....12
editing....29
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Index
failure....22
of events....41
finding....46
SIP Service....12
general configuration settings....25
sizing....89, 91
infrastructure settings....27
SQL
prerequisites for adding....24
prerequisites for deleting....43
removing reporting users....33
writing....89
statistics
Reporting Server....44
running backups....33
SubSystemTypeRef table....72
running purge....35
templates....81
statistics....44
time
uploading Log Messages XMLfile....39
local....90
viewing database details....37
stamps....90
viewing statistics....45
system....90
Reporting Service....11, 12
reporting users....21
adding....31
changing passwords....32
removing....33
reports
generating....90
Unified CVP database administrator
changing password....30
Unified CVP user
changing password....30
Unified ICME....84, 91
UserInputModeRef table....72
users....21
report templates....81
adding reporting....31
resolution
application user....21
log messages....41
resource properties file
editing....41
database administrator....21
instance owner....21
reporting user....21
restore....20
VarDataTypeRef table....73
ResultRef table....71
VoiceActionTypeRef table....73
retries
VoiceML Element Detail category....18
backup and purge....19
sample report templates....81
VoiceXML
configuring VoiceXML server for reporting....49
schema (see database schema)....11
VoiceXML ECC Variable category....18
script files
VoiceXML Element category....18
transferring multiple files....57
severity
log messages....41
VoiceXML filters
example wilcards....55
rules....54
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Index
VoiceXML Filters
example inclusive and exclusive....56
VoiceXML Interact Detail category....18
VoiceXML Server....12
adding....50
configuration properties....53
configuring for reporting....49
creating reporting filters for....53
downloading Log Messages XML file....40
editing....51
example filter wildcards....55
example reporting filters....56
filters for reporting....54
general configuration settings....52
prerequisites for adding....49
prerequisites for editing....51
rules for reporing filters....54
transferring Log Messages XML file....39
uploading Log Messages XML file....39
VoiceXML Session category....18
VoiceXML Session Variable category....18
VXMLCustomContent table....74
VXML element by call report....83
VXMLElementDetail table....75
VXMLElementFlag table....76
VXMLElement table....74
VXMLError table....77
VXMLHotEvent table....77
VXMLHotLink table....78
VXMLSession table....78
VXMLSessionVariable table....79
VXMLVoiceInteractDetail table....80
zero duration calls....92
Reporting Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
Index 96