Installation and Upgrade Guide for Cisco Unified Customer
Voice Portal
Release 4.0(1)
July 2007
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation...........................................................................................................................5
Cisco.com..............................................................................................................................................5
Product Documentation DVD.................................................................................................................5
Ordering Documentation........................................................................................................................5
Documentation Feedback...........................................................................................................................6
Product Alerts and Field Notices ...............................................................................................................6
Cisco Product Security Overview...............................................................................................................6
Reporting Security Problems in Cisco Products ...................................................................................7
Obtaining Technical Assistance..................................................................................................................7
Cisco Technical Support & Documentation Website..............................................................................8
Submitting a Service Request...............................................................................................................8
Definitions of Service Request Severity.................................................................................................9
Obtaining Additional Publications and Information.....................................................................................9
1. Introduction to Installing Unified CVP........................................................................................................11
Tasks for New Installations of Unified CVP...............................................................................................11
Tasks for Upgrading from a Previous Release.........................................................................................12
What Is Included in Unified CVP Installation?..........................................................................................12
What is Not Included in Unified CVP Installation?....................................................................................14
2. Before Installing Unified CVP Software.....................................................................................................15
Check Hardware and Software Requirements.........................................................................................15
Disable Cisco Security Agent...................................................................................................................15
Install IBM WebSphere Application Server ..............................................................................................17
Install IBM HTTPServer WebServer.........................................................................................................18
Install Windows Simple Network Management Protocol (Windows Only)................................................18
Disabling Multiple Ethernet Interfaces......................................................................................................19
Close and Unlock all CVP Related Files Before Installing........................................................................20
3. Installing Unified CVP Software on Windows Systems.............................................................................21
Running the Unified CVP Installation Program.........................................................................................21
4. Installing Unified CVP Software on AIX Systems......................................................................................31
Installing VoiceXML Server.......................................................................................................................32
Configure VoiceXML Server ....................................................................................................................33
Enabling Support Tools.............................................................................................................................33
Additional Post-Install Tasks.....................................................................................................................34
5. After Installing Unified CVP Software........................................................................................................35
Verify Installation......................................................................................................................................35
Running Reporting Batch Files.................................................................................................................37
Exclude CVP Processes from Anti-Virus Software Port Blocking............................................................37
Enabling Security......................................................................................................................................38
Applying Licenses.....................................................................................................................................38
Applying a License to a Unified CVP Server.......................................................................................38
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Additional Note on VoiceXML Server Licensing...................................................................................40
6. Removing Unified CVP Software..............................................................................................................41
Close and Unlock all CVP Related Files Before Uninstalling...................................................................41
Windows 2003 Procedures.......................................................................................................................41
Removing Informix Dynamic Server....................................................................................................42
Removing Unified CVP Software with the Installation Program...........................................................43
Removing Unified CVP Software from Windows Control Panel...........................................................44
AIX Procedure..........................................................................................................................................45
7. Upgrading to Unified CVP Release 4.0.....................................................................................................47
Component and Hardware Changes........................................................................................................48
Compatibility Matrix..................................................................................................................................49
Upgrading Unified CVP Software.............................................................................................................52
Upgrading Cisco ICM Enterprise Edition and Cisco Unified CallManager...........................................52
Backing Up the ISN/CVP Disk.............................................................................................................53
Exporting VoiceBrowser and AppServer Settings................................................................................53
Stop and Uninstall Cisco Security Agent ............................................................................................55
Uninstalling Previous Version of ISN/CVP...........................................................................................55
Upgrade Unified CVP VoiceXML Server and VoiceXML Studio on Development and Runtime
Machines.............................................................................................................................................55
Migrate Cisco CVP 3.x Voice Applications on Development and Runtime Machines..........................60
Upgrading to Windows 2003................................................................................................................61
Upgrading Other Software...................................................................................................................61
Installing Unified CVP Release 4.0......................................................................................................61
Importing Previously Saved Settings...................................................................................................61
Install New Cisco Security Agent ........................................................................................................64
Perform Initial Configuration Tasks......................................................................................................64
Migrations for Deployment Models...........................................................................................................64
Migrating from Queue and Transfer to Comprehensive.......................................................................65
Migrating from Queue and Transfer to Comprehensive with SIP.........................................................65
Migrating from Queue and Transfer to Comprehensive with H.323.....................................................66
Migrating Comprehensive or Call Director Deployment Models from H.323 to SIP.............................67
Migrating VoiceXML Servers from Windows to AIX.............................................................................68
Migrating from Tomcat to WebSphere Application Server ...................................................................69
Adding Reporting or ICM Lookup Capability to Standalone VoiceXML Server ...................................69
8. Troubleshooting Unified CVP Software Installation...................................................................................71
Index .............................................................................................................................................................77
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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List of Figures
Figure 1: Select Packages Screen....................................................................................................................................13
Figure 2: Windows Services Screen................................................................................................................................16
Figure 3: CSA Properties Dialog Box.............................................................................................................................17
Figure 4: Windows Component Wizard...........................................................................................................................19
Figure 5: Management and Monitoring Tools Screen.....................................................................................................19
Figure 6: Select Packages Screen....................................................................................................................................22
Figure 7: X.509 Certificate Screen..................................................................................................................................23
Figure 8: Core Software Settings Screen.........................................................................................................................24
Figure 9: App Server Selection Screen............................................................................................................................25
Figure 10: Support Tools Setup Screen...........................................................................................................................26
Figure 11: Database Drive Screen...................................................................................................................................27
Figure 12: Database SIze Screen.....................................................................................................................................27
Figure 13: Summary Screen............................................................................................................................................28
Figure 14: Reporting Password Screen............................................................................................................................29
Figure 15: OPSConsole Password Screen.......................................................................................................................30
Figure 16: Verifying Installation......................................................................................................................................36
Figure 17: Modify Screen................................................................................................................................................36
Figure 18: Add or Remove Programs Control Panel.......................................................................................................42
Figure 19: Uninstall Informix Dynamic Server Dialog...................................................................................................43
Figure 20: Modify screen.................................................................................................................................................44
Figure 21: Import/Export Utility Screen..........................................................................................................................54
Figure 22: Export Options Screen...................................................................................................................................55
Figure 23: Installation Key Activation Dialog Box.........................................................................................................57
Figure 24: Installation Key..............................................................................................................................................57
Figure 25: License Key....................................................................................................................................................58
Figure 26: License Key Activation Dialog Box...............................................................................................................59
Figure 27: Import/Export Utility Screen..........................................................................................................................62
Figure 28: Import Options Screen...................................................................................................................................62
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Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Purpose
This manual describes how to install and upgrade the Cisco Unified Customer Voice Portal
(Unified CVP) components.
NOTE ABOUT CISCO PRODUCT NAMES:
Releases of the Unified CVP product prior to Release 3.0(0) were branded as the Internet Service
Node (ISN).
Effective Release 7.1(1), Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent
Contact Management Enterprise (abbreviated as Unified ICME) . This manual references this
product by the new name, though the new name does not appear in the Release 7.1(1) user
interface.
Audience
This manual is intended for anyone installing or upgrading Unified CVP software.
Organization
This manual consists of the following sections:
Section
Description
Chapter 1, Introduction to Installing Unified
CVP (page 11)
Provides an overview of the Unified CVP
installation procedure and discusses what is
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Organization
Section
Description
and what is not within the scope of this
procedure.
Chapter 2, Before Installing Unified CVP
Software (page 15)
Discusses the procedures that you must perform
prior to installing Unified CVP software.
Chapter 3, Installing Unified CVP Software on Describes how to install Unified CVP software
Windows 2003 Systems (page 21)
on Windows 2003 systems.
Chapter 4, Installing Unified CVP Software on Describes how to install the VoiceXML Server
AIX Systems (page 31)
component on AIX systems.
Chapter 5, After Installing Unified CVP
Software (page 35)
Discusses tasks that you must perform after
installing Unified CVP software.
Chapter 6, Removing Unified CVP Software Describes the procedures for removing Unified
(page 41)
CVP software components.
Chapter 7, Upgrading to Unified CVP 4.0 (page Discusses the tasks and procedures for
47)
upgrading from a previous release of the
product to Unified CVP Release 4.0 and for
performing related component and deployment
migrations.
Chapter 8, Troubleshooting Unified CVP
Software Installation (page 71)
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Describes how to resolve problems that you
may encounter when installing, upgrading, or
removing Unified CVP software.
Preface
Related Documentation
Related Documentation
• Planning Guide for Cisco Unified Customer Voice Portal provides a product overview and
describes how to plan a Unified CVP deployment.
• Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes
how to set up, run, and administer the 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.
• Reporting Guide for Cisco Unified Customer Voice Portal describes the Reporting Server,
including how to configure and manage it, and discusses the hosted database.
• 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
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
(http://www.cisco.com/en/US/products/sw/custcosw/ps1001/
tsd_products_support_series_home.html) listing Unified ICME documentation.
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Conventions
Conventions
This manual uses the following conventions:
Convention
Description
boldface font
Boldface font is used to indicate commands,
such as user entries, keys, buttons, and folder
and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill
group is a collection of agents who share
similar skills.
• For emphasis. Example: Do not use the
numerical naming convention.
• A syntax value that the user must replace.
Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco CRS
Installation Guide.
window font
Window font, such as Courier, is used for the
following:
• Text as it appears in code or that the window
displays. Example: <html><title>Cisco
Systems,Inc. </title></html>
< >
Angle brackets are used to indicate the
following:
• For arguments where the context does not
allow italic, such as ASCII output.
• A character string that the user enters but
that does not appear on the window such as
a password.
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Obtaining Documentation
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides
several ways to obtain technical assistance and other technical resources. These sections explain
how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a comprehensive library of technical product documentation
on a portable medium. The DVD enables you to access multiple versions of installation,
configuration, and command guides for Cisco hardware and software products. With the DVD,
you have access to the same HTML documentation that is found on the Cisco website without
being connected to the Internet. Certain products also have .PDF versions of the documentation
available.
The Product Documentation DVD is available as a single unit or as a subscription. Registered
Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product
number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:
http://www.cisco.com/go/marketplace/
Ordering Documentation
Registered Cisco.com users may order Cisco documentation at the Product Documentation
Store in the Cisco Marketplace at this URL::
http://www.cisco.com/go/marketplace/
Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m.
(0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere
by calling 011 408 519-5055. You can also order documentation by e-mail at
tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States
and Canada, or elsewhere at 011 408 519-5001.
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Documentation Feedback
Documentation Feedback
You can rate and provide feedback about Cisco technical documents by completing the online
feedback form that appears with the technical documents on Cisco.com.
You can submit comments about Cisco documentation by using the response card (if present)
behind the front cover of your document or by writing to the following address:
Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA
95134-9883
We appreciate your comments.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and
Cisco Field Notices. You can register to receive Cisco Product Alerts and Cisco Field Notices
by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and
choose those products for which you want to receive information. Access the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to:
• Report security vulnerabilities in Cisco products.
• Obtain assistance with security incidents that involve Cisco products.
• Register to receive security information from Cisco.
A current list of security advisories and notices for Cisco products is available at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real
time, you can subscribe to the Product Security Incident Response Team Really Simple
Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is
found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Obtaining Technical Assistance
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we
release them, and we strive to correct all vulnerabilities quickly. If you think that you might
have identified a vulnerability in a Cisco product, contact PSIRT:
• For Emergencies only: security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition
for which a severe and urgent security vulnerability should be reported. All other conditions
are considered nonemergencies.
• For Nonemergencies: psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
• 1 877 228-7302
• 1 408 525-6532
Note: We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example,
GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with
information that has been encrypted with PGP versions 2.x through 9.x.
Never use a revoked or an expired encryption key. The correct public key to use in your
correspondence with PSIRT is the one linked in the Contact Summary section of the Security
Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone
numbers before sending any sensitive material to find other means of encrypting the data.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco
Technical Support & Documentation website on Cisco.com features extensive online support
resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance
Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service
contract, contact your reseller.
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Obtaining Technical Assistance
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools
for troubleshooting and resolving technical issues with Cisco products and technologies. The
website is available 24 hours a day, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a
Cisco.com user ID and password. If you have a valid service contract but do not have a user ID
or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note: Use the Cisco Product Identification (CPI) tool to locate your product serial number
before submitting a web or phone request for service. You can access the CPI tool from the
Cisco Technical Support & Documentation website by clicking the Tools & Resources Tools.
Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or
click the Cisco Product Identification Tool RMAs. The CPI tool offers three search options:
by product ID or model name; by tree view; or for certain products, by copying and pastingshow
command output. Search results show an illustration of your product with the serial number
label location highlighted. Locate the serial number label on your product and record the
information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests.
(S3 and S4 service requests are those in which your network is minimally impaired or for which
you require product information.) After you describe your situation, the TAC Service Request
Tool provides recommended solutions. If your issue is not resolved using the recommended
resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request
Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by
telephone. (S1 or S2 service requests are those in which your production network is down or
severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests
to help keep your business operations running smoothly
To open a service request by telephone, use one of the following numbers:
• Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
• EMEA: +32 2 704 55 55
• USA: 1 800 553-2447
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Obtaining Additional Publications and Information
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established
severity definitions.
Severity 1 (S1) - Your network is down, or there is a critical impact to your business operations.
You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2) - Operation of an existing network is severely degraded, or significant aspects
of your business operation are negatively affected by inadequate performance of Cisco products.
You and Cisco will commit full-time resources during normal business hours to resolve the
situation.
Severity 3 (S3) - Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will commit resources during normal business
hours to restore service to satisfactory levels.
Severity 4 (S4) - You require information or assistance with Cisco product capabilities,
installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various
online and printed sources.
• Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief
product overviews, key features, sample part numbers, and abbreviated technical specifications
for many Cisco products that are sold through channel partners. It is updated twice a year
and includes the latest Cisco offerings. To order and find out more about the Cisco Product
Quick Reference Guide, go to this URL:
http://www.cisco.com/go/guide
• Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise.
Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
• Cisco Press publishes a wide range of general networking, training and certification titles.
Both new and experienced users will benefit from these publications. For current Cisco Press
titles and other information, go to Cisco Press at this URL:
http://www.ciscopress.com
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and
networking investments. Each quarter, Packet delivers coverage of the latest industry trends,
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Preface
Obtaining Additional Publications and Information
technology breakthroughs, and Cisco products and solutions, as well as network deployment
and troubleshooting tips, configuration examples, customer case studies, certification and
training information, and links to scores of in-depth online resources. You can access Packet
magazine at this URL:
http://www.cisco.com/packet
• iQ Magazine is the quarterly publication from Cisco Systems designed to help growing
companies learn how they can use technology to increase revenue, streamline their business,
and expand services. The publication identifies the challenges facing these companies and
the technologies to help solve them, using real-world case studies and business strategies to
help readers make sound technology investment decisions. You can access iQ Magazine at
this URL:
http://www.cisco.com/go/iqmagazine
• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering
professionals involved in designing, developing, and operating public and private internets
and intranets. You can access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
• Networking products offered by Cisco Systems, as well as customer support services, can
be obtained at this URL:
http://www.cisco.com/en/US/products/index.html
• Networking Professionals Connection is an interactive website for networking professionals
to share questions, suggestions, and information about networking products and technologies
with Cisco experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
• World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Chapter 1
Introduction to Installing Unified CVP
This manual discusses the procedures for installing and upgrading the Cisco Unified Customer
Voice Portal (Unified CVP) product. The specific tasks and procedures that you need to perform
depend on whether you are performing an entirely new installation of Unified CVP or upgrading
from a previous release of the product.
This section contains the following topics:
•
•
•
•
Tasks for New Installations of Unified CVP, page 11
Tasks for Upgrading from a Previous Release, page 12
What Is Included in Unified CVP Installation?, page 12
What is Not Included in Unified CVP Installation?, page 14
Tasks for New Installations of Unified CVP
Chapters 2 through 5 discuss the procedures associated with new installations of Unified CVP.
• Chapter 2 discusses the tasks that you must perform before running the Unified CVP install
program. These tasks include the following:
– Checking hardware and software requirements
– Disabling Cisco Security Agent
– Installing IBM WebSphere Application Server
– Installing IBM HTTPServer Webserver
– Installing Windows Simple Network Management Protocol (Windows only)
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
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Chapter 1: - Introduction to Installing Unified CVP
Tasks for Upgrading from a Previous Release
– Disabling multiple Ethernet interfaces
• Chapter 3 discusses how to run the main Unified CVP installation program on Windows
systems.
• Chapter 4 discusses how to install the VoiceXML Server component on an AIX system.
• Chapter 5 discusses the tasks that you must perform after running the Unified CVP install
program. These tasks include the following:
– Verifying installation
– Running Reporting batch files
– Excluding CVP processes from anti-virus software port blocking
– Enabling security
– Applying licenses to Call Servers, VoiceXML Servers, and Reporting Servers
Tasks for Upgrading from a Previous Release
The specific tasks you need to perform to upgrade from a previous release to Unified CVP 4.0
vary, depending on the release of the ISN/CVP product that you are upgrading from and the
releases of Cisco ICM Enterprise Edition and Cisco Unified CallManager that you have on your
system. See Chapter 7, Upgrading to Unified CVP 4.0 (page 47) for specific instructions.
What Is Included in Unified CVP Installation?
The Unified CVP Release 4.0 Software CD consists of software for various Unified CVP
components, as listed on the Unified CVP Installation Wizard’s Select Packages screen.
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Chapter 1: Introduction to Installing Unified CVP
What Is Included in Unified CVP Installation?
Figure 1: Select Packages Screen
The following table describes what gets installed for each Unified CVP component:
Table 1: Unified CVP Installation Components
Option
What is installed
Core Software
This is the fundamental software of Unified CVP. The specific components include Unified CVP
Operations Console (including online help that describes Unified CVP features and how they
interact with NAM/Unified ICME software), Call Server (SIP Service, ICM Service, IVR Service,
and H.323 Service, which contains Voice Browser and VBAdmin), IOS Gateway files, Operations
and Resource Module (ORM), SNMP Monitoring, Support Tools Node Adapter (STNA), and
Support Tools Protocol Adapter (STPA).
Note: If an existing version of STNA resides on a system, the Unified CVP install process upgrades
the STNA client version to Release 2.1.
VoiceXML Server
This is a J2EE and J2SE compliant application server that provides a complete solution for rapidly
deploying dynamic VoiceXML applications.
It also includes the ORM, SNMP Monitoring, STNA, and STPA.
VoiceXML Studio
This is a development environment used to design and build voice applications that are to be
deployed to the VoiceXML Server.
Reporting
This is a server that provides historical reporting to a call center. It receives reporting data from
one of more Call Servers and VoiceXML servers, and stores that data in an Informix database.
This server contains the Informix reporting subsystem, ORM, SNMP Monitoring, STNA, and
STPA.
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Chapter 1: - Introduction to Installing Unified CVP
What is Not Included in Unified CVP Installation?
Option
What is installed
Remote Operations This software allows remote administration of Unified CVP solution components, such as
ASR/TTS. It includes the ORM, STNA, and STPA.
This package is already included in the Core Software, VoiceXML Server, and Reporting packages.
System Media Files There are sets of American English and Mexican Spanish system media files. These files are in
Mu-Law 8-bit .wav format.
Note: These files consist of a library of media files/prompts for individual digits, months
(referenced internally by Unified CVP software for a Play Data script type request), and default
error messages, and so forth. Creation of a full set of media/prompts for each locale referenced
by the CVP customer is the responsibility of the customer’s Media Administrator.
What is Not Included in Unified CVP Installation?
The procedures in this guide pertain only to the Unified CVP components and their connections
to other VoIP system components. This guide does not address initial installation and
configuration of the following VoIP system components:
• Media Server. However, the Unified CVP Installation does supply system media files for
US English and Mexican Spanish.
• ASR/TTS Servers
• CSS C1150x line content services switches
• Voice Gateways
• Gatekeepers
• SIP Proxy Server
• Unified ICME/ICMH and Unified ICME/ICMH components such as Peripheral Gateways
(PGs), Automatic Call Distributors (ACDs), and Support Tools Server
• Unified CallManager
• IPC-OM (ITEM)
• Cisco Security Agent (CSA)
• IBM WebSphere Application Server
• IBM HTTPServer Webserver
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Chapter 2
Before Installing Unified CVP Software
This chapter discusses the procedures that you must perform prior to installing the Unified CVP
Software.
This section contains the following topics:
•
•
•
•
•
•
•
Check Hardware and Software Requirements, page 15
Disable Cisco Security Agent, page 15
Install IBM WebSphere Application Server , page 17
Install IBM HTTPServer WebServer, page 18
Install Windows Simple Network Management Protocol (Windows Only), page 18
Disabling Multiple Ethernet Interfaces, page 19
Close and Unlock all CVP Related Files Before Installing, page 20
Check Hardware and Software Requirements
Before you install the Unified CVP software, make note of all hardware and related software
requirements. You can view the Unified CVP Bill of Materials at the following location.
Hardware and Software System Specification for Cisco Unified Customer Voice Portal
Software Release 4.0(1) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/
prod_technical_reference_list.html)
Disable Cisco Security Agent
If Cisco Security Agent is enabled and running, you must disable it prior to running the Unified
CVP installation program. To disable Cisco Security Agent, perform the following steps:
Step 1
From the Windows Start Menu, select Start > Settings > Control Panel > Administrative
Tools > Services. A Services screen appears.
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Chapter 2: - Before Installing Unified CVP Software
Check Hardware and Software Requirements
Figure 2: Windows Services Screen
Step 2
Select Cisco Security Agent.
Step 3
Click on the Stop the service link in the upper left corner of the screen.
Step 4
If a Cisco Security Agent Challenge dialog box appears, enter the requested text in the dialog
box and click OK. When the Cisco Security Agent service has been stopped, the Status column
on the Services screen no longer lists Cisco Security Agent as Started.
Step 5
Double click on the Cisco Security Agent entry on the Services screen. A Properties dialog box
appears.
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Chapter 2: Before Installing Unified CVP Software
Install IBM WebSphere Application Server
Figure 3: CSA Properties Dialog Box
Step 6
Select Disabled from the Startup type pulldown menu. Click OK.
Install IBM WebSphere Application Server
The Unified CVP VoiceXML Server component can use one of two application servers.
• The IBM WebSphere Application Server. AIX systems must use this application server.
• The Apache Tomcat application server.
If you plan to use IBM WebSphere Application Server as your application server for the
VoiceXML Server, note the following:
• You must install it prior to installing Unified CVP. See your IBM WebSphere Application
Server documentation for installation procedures.
• You must install IBM HTTPServer WebServer after installing IBM WebSphere Application
Server, and prior to installing Unified CVP. This applies to both Windows and AIX
installations. See the next section.
If you plan to use the Apache Tomcat application server, the Unified CVP Windows installation
program installs this application server by default.
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Chapter 2: - Before Installing Unified CVP Software
Install IBM HTTPServer WebServer
Install IBM HTTPServer WebServer
The IBM HTTPServer WebServer is required whenever you are using the WebSphere Application
Server, on both Windows and AIX systems. Without it, WebSphere will not be able to support
the load that Unified CVP might generate. Due to WebSphere limitations, it is important to
install WebSphere first and then install HTTPServer. In addition, both WebSphere and IBM
HTTPServer WebServer must installed prior to installing Unified CVP VoiceXML Server.
Please see your IBM HTTPServer documentation for IBM HTTPServer installation procedures.
Note: As part of the Unified CVP VoiceXML Server installation, the Unified CVP installer
customizes HTTPServer and WebSphere. Because of this customization, Cisco strongly
recommends that Unified CVP be the only application utilizing these applications. Cisco will
not support Unified CVP deployments in which other applications use HTTPServer or
WebSphere.
When installed on an AIX system, Unified CVP utilizes IBM HTTPServer as its web container
as part of an integrated WebSphere/HTTPServer solution. IBM HTTPServer must be started
when you start Unified CVP; preferably, HTTPServer should start automatically anytime
WebSphere is started or restarted. (On Windows systems, Windows starts the HTTPServer
service as Automatic at startup.) If at any point the HTTPServer is shutdown, then Unified CVP
VoiceXML Server will not operate correctly. Please refer to the IBM HTTPServer documentation
for instructions on how to start/stop/administer the HTTPServer.
Install Windows Simple Network Management Protocol (Windows Only)
Note: This procedure is not required on AIX systems.
You must install Windows Simple Network Management Protocol (SNMP) prior to installing
Unified CVP.
Note: You need to have the Windows 2003 Server CD to complete this task.
Perform the following steps to install SNMP.
Step 1
From the Windows Start menu, select Control Panel > Add or Remove Programs . The
Windows Add or Remove Programs screen appears.
Step 2
Select Add/Remove Windows Components. A Windows Components Wizard Screen Appears.
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Chapter 2: Before Installing Unified CVP Software
Disabling Multiple Ethernet Interfaces
Figure 4: Windows Component Wizard
Step 3
Select Management and Monitoring Tools.
Step 4
Click Details. A Management and Monitoring Tools screen appears.
Figure 5: Management and Monitoring Tools Screen
Step 5
Select the Simple Network Management Protocol box and click OK. The Windows Component
Wizard performs the necessary installation/configuration.
Disabling Multiple Ethernet Interfaces
The machine that you are using for the Unified CVP Call Server must have only one Ethernet
interface enabled. When installing Unified CVP on a machine with two or more Ethernet
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Chapter 2: - Before Installing Unified CVP Software
Close and Unlock all CVP Related Files Before Installing
interfaces, the additional interface(s) must be disabled, even if they are not configured. Refer
to Windows documentation for information on enabling/disabling an Ethernet interface.
Close and Unlock all CVP Related Files Before Installing
Before you attempt to install Unified CVP Release 4.0(1) or any of its associated Service Releases
or Maintenance Releases, make sure that all unnecessary applications are shut down and opened
files are closed. If a file that the Unified CVP installation program requires is locked, a failed
installation could result.
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Chapter 3
Installing Unified CVP Software on Windows
Systems
This section describes how to install Unified CVP software on Windows systems.
Note:
• All Unified CVP components, with the exception of VoiceXML Server, require Windows
2003. If you are installing the VoiceXML Server component only, you can do so on Windows
2000, Windows 2003, Windows XP, or AIX. AIX installation instructions are documented
in the next chapter.
• The Reporting component cannot be installed on a machine with a hostname that contains a
hyphen.
Running the Unified CVP Installation Program
Note: The user running the Unified CVP install program must be an Administrator. Otherwise,
the installation program will abort.
To install Unified CVP software, perform the following steps.
Step 1
From the CVP_Install\windows folder on the Unified CVP installation CD, run setup.exe. A
Preparing Setup screen and a splash screen appear, followed by a Welcome screen.
Step 2
On the Welcome screen, click Next.
Note: If you click Cancel here or on any of the following dialog screens prior to the Summary
screen, no part of the installation will occur and an Exit Setup dialog box will appear.
Step 3
A Copyright screen appears. Read the screen, then click Next.
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Chapter 3: - Installing Unified CVP Software on Windows Systems
Step 4
A License Agreement screen appears. Read the screen (use the scroll bar to view the entire
license agreement), then select I accept the terms of the license agreement and click Next.
Step 5
On the Choose Destination Location screen, specify the drive and directory where the software
will be installed:
• Click Next to accept the default location.
• Click Change, select an alternate location, and then click Next.
Note: The alternate directory you specify must end in Cisco\CVP.
Step 6
Use the checkboxes on the Select Packages screen to choose the Unified CVP components to
install on the local machine.
Figure 6: Select Packages Screen
See Table 3 (page 13) for a description of what is installed with each component.
Step 7
Click Next. An X.509 Certificate Screen appears.
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Chapter 3: Installing Unified CVP Software on Windows Systems
Figure 7: X.509 Certificate Screen
This screen is for specifying the contents of the system X.509 certificate. The Common Name
field is required; all other fields are optional.
The following are the valid characters for the fields on this screen
• The Common Name field can contain alphanumeric characters (A-Z, a-z, 0-9) characters,
dash (-), or underscore (_) only.
• The Organization or Company Name, Organizational Unit or Department, Locality or
City, and State or Province), and slash (/) only.
• The Country Name field must be either a two character alphanumeric string or empty.
• The Email address field can contain alphanumeric characters, dash, dot, underscore, or at
sign only.
When you have completed the fields that you want to complete, click Next.
Step 8
If:
Then:
You are not installing the Core Software
component
Skip to the next step
You are installing the Core Software component
The Core Software Settings screen
appears.
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Chapter 3: - Installing Unified CVP Software on Windows Systems
Figure 8: Core Software Settings Screen
The following selections appear on this screen.
• Enable Call Server. Choosing this selection enables the Cisco CVP Call Server service on
startup.
• Auto Start Voice Browser at system startup. Choosing this selection enables an autostart
of Voice Browser on each reboot.
• No system reboot on error. Choosing this selection means that the system does not restart
when a Voice Browser error occurs.
• Display Unified CVP Voice Browser process window on the system display. Choosing
this selection enables Unified CVP process windows to appear on the Windows system
toolbar.
• Enable Operations Console Server. Choosing this selection enables the Cisco CVP
OpsConsoleServer windows service on startup. This service is not enabled by default. If this
system will contain the one and only Operation Console Server in your network, override
the default and enable this service. Be sure not to use more than one Operations Console
Server to configure a machine, or data corruption may result.
Note: FTP service is by default disabled for the purpose of IOS log collection.
Make the selections you wish to make. Click Next.
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Chapter 3: Installing Unified CVP Software on Windows Systems
Step 9
If:
Then:
You are not installing the VoiceXML Server
component
Skip to Step 10.
You are installing VoiceXML Server
An Application Server Selection screen
appears.
Figure 9: App Server Selection Screen
If you installed WebSphere prior to beginning Unified CVP installation select Deploy to existing
WebSphere installation, otherwise select Install and deploy to Apache Tomcat. Click Next.
Step 10
A Support Tools setup screen appears.
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Chapter 3: - Installing Unified CVP Software on Windows Systems
Figure 10: Support Tools Setup Screen
On this screen, you can either disable support tools or specify a preshared key for the Unified
CVP Installer to use to set up Support Tools with Internet Protocol Security (IPSEC). This key
must be the same key used for the remote Support Tools server.
The following are the valid characters for the Preshared Key:
• Alphanumeric characters
• Space
• Any of the following special characters: -.,#&/~`!@$%^*()+={}[],<>?;:
The maximum length for the Preshared Key is 255 characters.
Either enter the key in the Preshared Key field or click the Disable Support Tools box to
disable support tools. Click Next.
Step 11
If:
Then:
You did not select Reporting on the Select Packages
screen
Skip to Step 13
You selected Reporting on the Select Packages screen, A Choose Database data and backups
either alone or in combination with other selections
drive screen appears.
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Chapter 3: Installing Unified CVP Software on Windows Systems
Figure 11: Database Drive Screen
Select the root drive where the reporting database data and backups will reside. Click Next.
Step 12
A Database size selection screen appears.
Figure 12: Database SIze Screen
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Chapter 3: - Installing Unified CVP Software on Windows Systems
Select a database size and click Next.
Note: The Small database is intended only for use with the All-in-a-Box laboratory system. It
should not be used in a production environment.
Step 13
A Ready to Install the Program screen similar to the following screen appears.
Figure 13: Summary Screen
This screen summarizes the planned location for the Unified CVP installation, the packages
that will be installed, and the total size of all files that will be installed. If you wish to change
the features that will be installed, click Back to return to the Select Packages screen. Otherwise,
click Install to begin the Unified CVP installation process.
Step 14
If you do not already have Cisco Security Hardening applied on this machine, a dialog box
appears that asks you if you want to apply Cisco Security Hardening.
Note: Refer to the Security Best Practices Guide for ICM and IPCC Enterprise & Hosted
Editions for additional information about the security hardening settings.
Click Yes to apply security hardening unless one of the following is true:
• The machine on which you are installing Unified CVP is a non-Cisco machine, such as a
Media Server or an ASR/TTS Server.
• Your company has its own security policy.
Note: Be aware that Cisco neither tests nor supports non-Cisco security policy deployments.
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Chapter 3: Installing Unified CVP Software on Windows Systems
Step 15
If you selected the VXML Server component, a prompt to supply a username and password
may appear if both of the following is true
• If the installer detects the presence of VoiceXML Server for WebSphere Application Server
• If administrative security is enabled in WebSphere Application Server
If you encounter this dialog window, enter your WebSphere username and password.
Step 16
Unified CVP is installed. If you are installing the Reporting component, a Reporting Password
screen appears near the end of the installation process.
Figure 14: Reporting Password Screen
Specify a reporting password that meets the criteria listed on this screen. Click Next.
Note: The Reporting password is subject to both the Unified CVP password policy and the
password policy enforced by the operating system of the computer on which the Reporting
Server resides. For each aspect of the password, the Reporting password must meet the
requirement of the more restrictive policy.
Step 17
If you are installing the Core Software component, a Specify OPSConsole Password screen
appears.
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Chapter 3: - Installing Unified CVP Software on Windows Systems
Figure 15: OPSConsole Password Screen
Specify an OPSConsole password that meets the criteria listed on this screen. Click Next.
Note: In addition to the criteria listed on this screen, the OPSConsole password cannot contain
the word “admin†. If you specify a password that contains “admin†the install program
does not set any password, even though the install program does not notify you that such a
password is not permitted.
Step 18
When installation finishes, a Setup Complete screen appears to advise you that installation is
complete. Depending on what components you have installed, you might need to restart your
system immediately after installation.
Note: If you install the Reporting component, a dialog box appears near the end of the installation
process. This dialog box informs you that you need to run two batch files manually in order to
complete initial setup of Reporting. See the section Running Reporting Batch Files (page 37)
in Chapter 5, After Installing Unified CVP Software (page 35) for details.
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Chapter 4
Installing Unified CVP Software on AIX Systems
It is possible to install and run the Unified CVP VoiceXML package on an AIX system, as well
as on a Windows system. The procedure for installing Cisco Unified CVP on an AIX system
also installs the following components:
• Support Tools
• ORM
• SNMP
This chapter provides instructions for performing this installation. It also discusses how to enable
Support Tools following an installation of AIX.
Before you start the installation procedure, make sure of the following:
• Ensure that the versions of AIX, WAS, and other related components meet the version
requirements listed in the Unified CVP Bill of Materials, available at the following location.
Hardware and Software System Specification for Cisco Unified Customer Voice Portal
Software Release 4.0(1) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/
prod_technical_reference_list.html)
• WAS and IBM HTTPServer WebServer must be installed before you install VoiceXML
Server.
This section contains the following topics:
•
•
•
•
Installing VoiceXML Server, page 32
Configure VoiceXML Server , page 33
Enabling Support Tools, page 33
Additional Post-Install Tasks, page 34
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Chapter 4: - Installing Unified CVP Software on AIX Systems
Installing VoiceXML Server
To install VoiceXML Server on an AIX system, perform the following steps.
Step 1
Step 2
Set the values of the environment variables listed in the following table
Environment Variable
Set value as follows
CVP_HOME
The directory in which Unified CVP is to be
installed (for example, CVP_HOME =
C:\Cisco\CVP).
WAS_HOME
The directory in which IBM WebSphere
Application Server is installed (for example,
WAS_HOME = C:\Program
Files\IBM\WebSphere\AppServer).
AUDIUM_HOME
$CVP_HOME\VXMLServer
Run the cvpaix.bin file in the CVP_Install\aix directory on the Unified CVP Install CD, either
directly from the CD or by copying the file locally and modifying for execute permissions:chmod
+x cvpaox.bin
Step 3
Follow the on-screen instructions. Leave the value of WAS Server Names as server1 and leave
the value of cell as hostnameNode01.
Step 4
Run $CVP_HOME\bin\Setup.sh with the options appropriate for your installation. The following
table lists the available options for the Setup.sh command. The -n, --commonName option is
required. The -p, --changePortWas option is recommended because VoiceXML Server needs
to run on port 7000. All other options are optional.
Table 2: Setup.sh Command Options
Option
Meaning
Certificate arguments
-n, --CommonName
Common name
-o, --orgName=<arg>
Organization name
-u, --orgUnit=<arg>
Organizational unit
-l, --locality=<arg>
Locality
-s, --state=<arg>
State
-c, --country=<arg>
Country
-e, --email=<arg>
Email address
Note: When you input the command option parameters, some special characters that represent
UNIX commands (such as the ampersand (&)) need to be enclosed in single quotes (' '). This
will prevent the install program from misinterpreting these characters as UNIX commands.
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Chapter 4: Installing Unified CVP Software on AIX Systems
Configure VoiceXML Server
Step 5
The installation process is complete. Press Enter to exit the installer. ORM and SNMP start
automatically and are set to restart automatically after a reboot.
Note: The default port on WAS for web applications (such as VoiceXML server) is tcp/9080.
VoiceXML Server needs this to be 7000 to work; other components expect this value.
The VoiceXML Server web application should now be deployed and running. You can use the
WAS web admin facility to get a status or point your browser to the VoiceXML Server to see
if it is ready to be licensed: http://server:7000/CVP/Licensing.
Configure VoiceXML Server
Once you have installed VoiceXML Server, consult the Configuration and Administration Guide
for Cisco Unified Customer Voice Portal for information on how to configure the VoiceXML
Server from the Operations Console.
Enabling Support Tools
When installing Unified CVP on AIX systems, the Support Tools component (STPA) of Unified
CVP is not automatically enabled, due to potential security considerations. The security concerns
are that the STPA will listen for Support Tools Server requests and fulfill these requests. These
requests could include asking for large logs or changing tracing values. If the originator of these
requests is not trusted (or authenticated), these requests could affect the performance or integrity
of the CVP node.
If the STPA is not enabled, users will not be able to collect logs or set trace values on the AIX
node using Support Tools.
The STPA component of CVP can easily be enabled using the following procedure:
Step 1
Edit the file $CVP_HOME/STPA/conf/stpa.properties.
Step 2
Find the line that reads STPA.Enabled = false change the ‘false’ to ‘true’.
Step 3
Restart the Resource Manager. See the Configuration and Administration Guide for Cisco
Unified Customer Voice Portal for instructions.
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Chapter 4: - Installing Unified CVP Software on AIX Systems
Additional Post-Install Tasks
Additional Post-Install Tasks
Once you have finished performing the installation procedures in this chapter, you also need to
perform the following post-install tasks. .
• Applying a license file to the VoiceXML Server you just installed.
• Activating the VoiceXML Server license.
These tasks are explained in the next chapter, Chapter 5, After Installing Unified CVP Software
(page 35).
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Chapter 5
After Installing Unified CVP Software
This chapter discusses tasks that you must perform after installing Unified CVP software.
This section contains the following topics:
•
•
•
•
•
Verify Installation, page 35
Running Reporting Batch Files, page 37
Exclude CVP Processes from Anti-Virus Software Port Blocking, page 37
Enabling Security, page 38
Applying Licenses, page 38
Verify Installation
A Setup Complete screen appears at the end of Unified CVP Setup to indicate that your
installation was successful. To further verify that your Unified CVP installation was successful,
navigate in Windows Explorer to the destination directory you specified during install. You
should see a set of folders similar to the following. (The exact set of folders that appears may
vary, depending on what components you installed.)
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Chapter 5: - After Installing Unified CVP Software
Verify Installation
Figure 16: Verifying Installation
If after verifying installation you wish to install additional components, rerun setup.exe. The
following screen appears.
Figure 17: Modify Screen
To change the installed packages, select Modify and click Next. A Select Packages screen
appears. The choice of additional packages that you can install varies, depending on what
combination of components you selected when you originally installed Unified CVP.
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Chapter 5: After Installing Unified CVP Software
Exclude CVP Processes from Anti-Virus Software Port Blocking
Table 3: Additional Packages Available from Modify Screen
Currently Installed Packages
Additional Packages Available
Core Software
VoiceXML Server, Reporting. If Core Software
and Reporting are currently installed,
VoiceXML Server is available.
System Media Files
VoiceXML Studio
VoiceXML Studio
System Media Files
Remote Operations
None
VoiceXML Server
None
Reporting only
None
Running Reporting Batch Files
If you installed the Reporting component, a dialog box appeared near the end of the installation
process. This dialog box informed you that you need to run two batch files in order to complete
initial setup of Reporting and the Reporting databases.
• ReportingRunAsInformix.bat. This batch file configures the Informix database.
• ReportingRunAsCVP_dbadmin.bat. This batch file configures the Reporting Server
database.
Running these batch files involves the following steps.
Step 1
If you have not rebooted since running the installation program, do so before proceeding to Step
2.
Step 2
Log in as user informix.
Step 3
Run the batch file ReportingRunAsInformix.bat, located in the %CVP_HOME%\bin directory.
Step 4
Log out, then log in again as user cvp_dbadmin.
Step 5
Run the batch file ReportingRunAsCVP_dbadmin.bat, located in the %CVP_HOME%\bin
directory.
Step 6
Reboot the Reporting Server.
Exclude CVP Processes from Anti-Virus Software Port Blocking
On all systems running CVP server components (e.g., Call Server, Reporting Server, and
VoiceXML Server) with anti-virus software configured to do port blocking, you should exclude
CVP processes from the port blocking. For Call Server, Reporting Server and VoiceXML Server,
exclude process "tomcat5.exe" from port blocking. In addition, for Call Server, process
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Chapter 5: - After Installing Unified CVP Software
Enabling Security
"VoiceBrowser.exe" should be excluded also. The following instructions may be used to exclude
CVP processes from port blocking when using McAfee(R) VirusScan(R) on a system running
CVP Call Server. If you use a different anti-virus product, you should do the equivalent
exclusions in that product's port blocking rules.
Instructions for McAfee(R) VirusScan(R) on CVP Call Server:
1. Open the VirusScan Console, double click on Access Protection, and click on the Port
Blocking tab.
2. If the two checkboxes for "Prevent IRC communication" are checked, then do the following:
–
Edit both of the "Prevent IRC communication" properties in VirusScan by selecting
it and then click on the Edit... button.
–
In the "Add or edit a port blocking range" dialog, add
"VoiceBrowser.exe,tomcat5.exe" to the "Excluded Process" text box and click OK.
Enabling Security
Depending on your Unified CVP deployment, there may be security considerations you need
to address. For information, see the "Configuring and Modifying Unified CVP Security" chapter
in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal and
the Security Best Practices Guide for ICM and IPCC Enterprise & Hosted Editions (http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html)
Applying Licenses
If you installed the following Unified CVP components, you must apply licenses for those
components.
• Call Server
• VoiceXML Server
• Reporting Server
The following section explains how to apply licenses for those components.
Applying a License to a Unified CVP Server
When you are creating a new Unified CVP Call Server, VoiceXML Server, or Reporting Server,
you must apply a valid license file before using the server. You can browse for and upload the
license file to the Operations Server, and then transfer the license to the Unified CVP Server.
Select either an existing license file in the Operations Server database or a new license file from
your local desktop.
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Chapter 5: After Installing Unified CVP Software
Applying Licenses
Procedure
To apply a license file:
Step 1
From the Device Management menu, choose the type of server to apply a license to. For example,
to apply a license 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 network map.
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.
You can also search for a server.
Step 3
Select File Transfer in the toolbar and then click Licensing.
The File Transfer page displays, listing the Hostname and IP address for the currently selected
Unified CVP server.
Step 4
If the license file is not listed in the Select From Available License Files text box:
a.
Click Select a License File from Your Local PC.
b.
Enter the file name in the text box or click Browse to search for the license file on the
local file system.
Step 5
If the license is listed in the Select From Available License Files text box, select the license file
and then click Select.
Step 6
Click Transfer to transfer the selected license file to the selected device.
The license is applied to the selected server.
Step 7
You must restart CVP VoiceXML Server to ensure it is able to recognize and apply the newly
transferred license file. On application servers that allow a single web application to be restarted
(such as WebSphere), restart the CVP VoiceXML Server web application. On other application
servers (such as Tomcat), restart the application server itself.
Note: You can verify that the VoiceXML Server is operational and properly licensed by opening
a browser and checking that VXML is returned when the Hello World application is queried.
To do this, you need to manually install the Hello World application from the Unified CVP CD.
This application is located on the CD at Samples\HelloWorld.zip
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Chapter 5: - After Installing Unified CVP Software
Applying Licenses
Additional Note on VoiceXML Server Licensing
Each VoiceXML server requires a separate license, even if the software is installed on the same
machine. If you uninstall the VoiceXML Server from one directory and then install it in a
different location, the old license key no longer works. You must request another license.
See Also
For more information on Unified CVP licensing, refer to the Configuration and Administration
Guide for Cisco Unified Customer Voice Portal.
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Chapter 6
Removing Unified CVP Software
This chapter describes the procedures for removing Unified CVP software components. This
chapter contains procedures for both Windows 2003 installations and AIX installations.
Note: Both the Windows and AIX uninstall procedures discussed in this chapter remove all
Unified CVP components and their associated files. No log files, license files, or other such
files are left behind.
This section contains the following topics:
• Close and Unlock all CVP Related Files Before Uninstalling, page 41
• Windows 2003 Procedures, page 41
• AIX Procedure, page 45
Close and Unlock all CVP Related Files Before Uninstalling
Before you attempt to uninstall Unified CVP Release 4.0(1) or any of its associated Service
Releases or Maintenance Releases, make sure that all unnecessary applications are shut down
and opened files are closed. If a file that the Unified CVP uninstall program requires is locked,
a failed uninstall could result.
Windows 2003 Procedures
This section discusses the tasks and procedures associated with removing Unified CVP software
from a Windows 2003 system. It includes the following topics.
• How to remove the Informix Reporting database from your system.
• Two methods of removing Unified CVP software from your system:
– From the Unified CVP installation program
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Chapter 6: - Removing Unified CVP Software
Windows 2003 Procedures
– From Windows Control Panel
Removing Informix Dynamic Server
Note: If you did not install the Unified CVP Reporting component, this section is not applicable.
If you installed Reporting, you must remove Informix prior to removing Unified CVP software.
To remove Informix Dynamic Server, perform the following steps:
Step 1
From the Windows Start Menu, select Start > Settings > Control Panel > Add or Remove
Programs.
Figure 18: Add or Remove Programs Control Panel
Step 2
Select Informix Dynamic Server and click Change/Remove. The following dialog box appears.
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Chapter 6: Removing Unified CVP Software
Windows 2003 Procedures
Figure 19: Uninstall Informix Dynamic Server Dialog
Step 3
You must select Remove all database server files and all database information. Click OK.
Step 4
IMPORTANT: a dialog box with the following message appears next:
"Could not delete product files and/or directories. Check documentation for more details."
This dialog box is present in this release solely due to an Informix product limitation, and does
not indicate a problem with removing Reporting. Click OK to continue the uninstall process.
Step 5
The following additional dialog box prompts appear:
• Delete the Informix user?"
• Remove Informix Storage Manager (ISM) Servers?
• Remove SNMP extension agents?
Click Yes in response to each of these prompts.
Step 6
When the uninstall process finishes, an "Informix Dynamic Server has been uninstalled" dialog
appears. Click OK.
Removing Unified CVP Software with the Installation Program
This task describes how to remove Unified CVP software by rerunning the Unified CVP
Installation Program.
Step 1
Disable Cisco Security Agent. See the section Disable Cisco Security Agent (page 15) for
instructions.
Step 2
Rerun setup.exe. The following screen appears.
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Chapter 6: - Removing Unified CVP Software
Windows 2003 Procedures
Figure 20: Modify screen
Step 3
Select the Remove option. Click Next.
Step 4
A dialog box with the prompt "Do you want to completely remove the selected application and
all of its features?" appears. Click Yes to begin the uninstall process. The install wizard removes
all previous installed Unified CVP components.
Step 5
When the uninstall process finishes, an Uninstall Complete screen appears. Depending on what
components you uninstalled, the uninstall process may require you to reboot your system to
complete the uninstall.
Removing Unified CVP Software from Windows Control Panel
This task describes how to remove Unified CVP Software from Windows Control Panel.
Step 1
Disable Cisco Security Agent. See the section Disable Cisco Security Agent (page 15) for
instructions.
Step 2
Close all open applications.
Step 3
Select Start > Settings > Control Panel > Add or Remove Programs.
Step 4
Select the Cisco Unified Customer Voice Portal entry and click Remove.
Step 5
Click Next to begun the uninstall process. The install wizard removes all previous installed
Unified CVP components.
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Chapter 6: Removing Unified CVP Software
AIX Procedure
Step 6
When the uninstall process finishes, an Uninstall Complete screen appears. Depending on what
components you uninstalled, the uninstall process may require you to reboot your system to
complete the uninstall.
AIX Procedure
To uninstall VoiceXML Server on AIX, run the following command:
$CVP_HOME/bin/uninstall.sh
Running this command uninstalls VoiceXML Server.
Note: Unlike the Windows uninstall program, the AIX uninstall program currently does not
generate an uninstall log file.
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Chapter 6: - Removing Unified CVP Software
AIX Procedure
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Chapter 7
Upgrading to Unified CVP Release 4.0
Unified CVP supports upgrade of its product components from ISN Release 2.1(0), CVP Release
3.0(0), and CVP Release 3.1(0) to Unified CVP 4.0. When planning an upgrade, however, it is
not enough to consider only upgrading the CVP product components. There are dependencies
all across the solution for operating systems, Cisco software such as ICM Enterprise Edition,
Cisco Unified CallManager, and IOS, and third-party software. In addition, there are changes
in Unified CVP Release 4.0 that may necessitate migrating existing Unified CVP installations
to different deployment models.
This chapter provides the following information related to upgrading to Unified CVP Release
4.0.
• A summary of component and hardware changes in Unified CVP Release 4.0
• A summary of required releases of related software (operating system, Cisco software, and
third-party software) in Unified CVP Release 4.0
• Instructions for upgrading from a previous release of ISN/CVP to Unified CVP Release 4.0
• Guidelines for performing the associated deployment migrations
Note: Direct upgrades from releases earlier than ISN 2.1(0) to Unified CVP Release 4.0 are not
supported.
This section contains the following topics:
•
•
•
•
Component and Hardware Changes, page 48
Compatibility Matrix, page 49
Upgrading Unified CVP Software, page 52
Migrations for Deployment Models, page 64
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Chapter 7: - Upgrading to Unified CVP Release 4.0
Component and Hardware Changes
Component and Hardware Changes
When you are assessing the work that needs to be done in upgrading your existing ISN/CVP
deployment to Unified CVP Release 4.0, make sure to account for the following component
changes in this release:
• Support for the Windows 2000 operating system has been dropped in Unified CVP Release
4.0. All Unified CVP Call Control Servers and Windows-based VoiceXML Servers must
now run Windows 2003.
• Media Termination is no longer supported in the H.323 service. You must migrate all calls
that formerly used H.323 media termination to the Comprehensive deployment model, using
either Session Initiation Protocol (SIP) (preferred) or H.323 for call control. Perform this
migration after the upgrade to Unified CVP Release 4.0. See the section Migrations for
Deployment Models (page 64) later in this chapter for details.
In addition, you also need to account for the following hardware changes in this release:
• Standalone Distributed Diagnostics and Service Network (SDDSN) is no longer required in
Unified CVP Release 4.0. If you have existing SDDSN servers, you can decommission them
or use them for another purpose.
• The CVP Operations Server is a new, required component in Unified CVP Release 4.0. You
must add a server for this purpose in all production environments, including Standalone
deployments. If an SDDSN server meets the appropriate specifications, you may reuse it as
a CVP Operations Server.
• CVP Reporting Servers are new, optional components in Unified CVP Release 4.0. If you
wish to use the new reporting functionality, you must deploy an additional machine for each
Reporting Server.
• Gatekeepers are not required in SIP implementations. If you are moving to SIP, you can
decommission gatekeepers or possibly convert them for use as ingress or VoiceXML gateways.
• Content Services Switches may have to be added if you are moving from the Queue and
Transfer to the Comprehensive call flow model, and the call volume and desired redundancy
model calls for it.
• SIP Proxy Servers and DNS Servers for SIP message routing are optional components for
SIP implementations. If you intend to use these components, you must add them to the
network. Dedicated DNS Servers for Unified CVP are not required.
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Chapter 7: Upgrading to Unified CVP Release 4.0
Compatibility Matrix
Note: SIP Proxy Servers and DNS Servers cannot coreside with other Unified CVP product
components.
• VoiceXML gateways will need to be added, if you are migrating from Queue and Transfer
to the Comprehensive call flow model.
• Dedicated Type 2 and Type 8 CVP Call Control Servers are no longer necessary.
• CVP Call Servers in Unified CVP Release 4.0 can handle more calls than could the CVP
Call Control Servers of previous releases. This could allow for the elimination of some
servers, and the potential to turn them to other uses. In some cases, the reduction in CVP
Call Control Servers could permit the elimination of one VRU PG pair as well. For detailed
sizing information, see the Cisco Unified Customer Voice Portal (CVP) Release 4.0
Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/sw/
custcosw/ps1006/products_implementation_design_guides_list.html).
• If you are using older gateway or gatekeeper hardware, the version of IOS required in this
release may no longer support that hardware, making it necessary for you to purchase new
hardware. For more details, see your IOS documentation and the Unified CVP Bill of Materials
at the following location. Hardware and Software System Specification for Cisco Unified
Customer Voice Portal Software Release 4.0(1) (http://www.cisco.com/en/US/products/
sw/custcosw/ps1006/prod_technical_reference_list.html).
Compatibility Matrix
The following table summarizes the required releases of operating systems, Cisco software, and
third-party software for ISN/CVP Releases 2.1 through 4.0. Examine the rows for your current
release and Unified CVP Release 4.0 thoroughly to determine what components will require
upgrading.
Note: The version requirements listed in this table were applicable as of the date of publication
of this manual. Consult the most recent version of the ISN/CVP Bill of Materials (http://
www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html)for
the current requirements for a given ISN/CVP release.
Table 4: Unified CVP Compatibility Upgrade Matrix
Operating
System on
VoiceXML
Server
Operating
System on
Other CVP
Servers
ICM
Enterprise
Edition /
CallManager
Application ASR/TTS
Server on Servers
VoiceXML
Server
Gateway
IOS
Gatekeeper Content
IOS
Services
Switches
(CSS)
Communication
Media
Module
(CMM)
ISN Release 2.1
N/A
Windows
2000
4.6(2) with N/A
3.2(2),
5.0(0) with
3.3(3),
6.0(0) with
Scansoft: 12.3(7)T
OSMS 1.1.1 12.3(10d)
OSR 1.1.4,
Nuance: 8.0
SP 4,
12.2(13)T
12.3(7)T
WebNS 7.1 N/A
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Chapter 7: - Upgrading to Unified CVP Release 4.0
Compatibility Matrix
Operating
System on
VoiceXML
Server
N/A
Operating
System on
Other CVP
Servers
Windows
2000
ICM
Enterprise
Edition /
CallManager
Application ASR/TTS
Server on Servers
VoiceXML
Server
Gateway
IOS
3.3(3), or
6.0(0) with
4.0(2a)
Vocalizer
2.0.6
7.0(0) with N/A
4.1(3)
Scansoft: 12.4(7b)
OSMS 1.1.1
OSR 1.1.4,
Nuance: 8.0
SP 4,
Vocalizer
2.0.6
Gatekeeper Content
IOS
Services
Switches
(CSS)
Communication
Media
Module
(CMM)
12.4(7b)
WebNS 7.1 N/A
12.3(11)T
WebNS 7.3 N/A
CVP Release 3.0
Windows
2000
Windows
2000
5.0(0) with Tomcat 4
3.3(5),
6.0(0) with
4.0(2a), or
7.0(0) with
4.1(3)
Scansoft: 12.3(11)T
OSMS 2.0.4
OSR 2.0.9,
Spchify
3.0.1,
Nuance:
MRCP 1.0.0
SP8B,
Vocalizer
3.0.8
CVP Release 3.1
Windows
2000 or
AIX 5.3
Windows
2000
5.0(0) with
3.3(5),
6.0(0) with
4.0(2a), or
7.0(0) with
4.1(3)
Tomcat 4 or
WebSphere
Application
Server
(WAS) 5.1
Scansoft: 12.4(3b) or 12.4(3b) or WebNS 7.3 124-3.9
OSMS 2.0.4 12.4(7b)
12.4(7b)
OSR 2.0.9,
Spchify
3.0.1,
Nuance:
MRCP 1.0.0
SP8B,
Vocalizer
3.0.8. IBM
WVS 5.1.2
CVP Release 3.1 SR1 or SR2.
Windows
2000,
Windows
2003, or
AIX 5.3
Windows
2000.
Windows
2003 is
supported in
CVP 3.1
SR1 only
for
5.0(0) with Tomcat 4 or
3.3(5),
WAS 5.1
6.0(0) with
4.0(2a),
7.0(0) with
4.1(3),
7.0(0) with
4.2(1), or
Scansoft: 12.4(3b) or 12.4(3b) or WebNS 7.3 124-3.9
OSMS 2.0.4 12.4(7b)
12.4(7b)
OSR 2.0.9,
Spchify
3.0.1,
Nuance:
MRCP 1.0.0
SP8B,
Vocalizer
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Chapter 7: Upgrading to Unified CVP Release 4.0
Compatibility Matrix
Operating
System on
VoiceXML
Server
Operating
System on
Other CVP
Servers
ICM
Enterprise
Edition /
CallManager
temporary 7.0(0) with
use as part 5.0(1)
of an
upgrade to
CVP 4.0.
Application ASR/TTS
Server on Servers
VoiceXML
Server
Gateway
IOS
Gatekeeper Content
IOS
Services
Switches
(CSS)
Communication
Media
Module
(CMM)
3.0.8. IBM
WVS 5.1.2
Unified CVP Release 4.0
Windows
2003 or
AIX 5.3
Windows
2003
7.0(0) with Tomcat 5.5 Scansoft: 12.4(6)T
4.2(1),
or WAS 6.1 SWMS 3.1,
7.0(0) with
OSR 3.0,
5.0(1),
RealSpk
7.1(1) with
4.0,
4.2(1), or
Nuance:
7.1(1) with
ASR 8.5
5.0(1)
TTS 4.0,
IBM: WVS
5.1.3
12.4(6)T
WebNS 7.5 124-3.9
See Also
For additional information on hardware and software requirements for Unified CVP Release
4.0, see the Hardware and Software System Specification for Cisco Unified Customer Voice
Portal Software Release 4.0(1) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/
prod_technical_reference_list.html)
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Chapter 7: - Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
Upgrading Unified CVP Software
This section lists the procedure for upgrading from a previous release of ISN or CVP to Unified
CVP 4.0. It discusses the following steps:
1. Upgrading Cisco ICM Enterprise Edition and Cisco CallManager
2. Backing up the ISN/CVP Disk
3. Exporting VoiceBrowser and AppServer settings
4. Stopping and uninstalling Cisco Security Agent (CSA)
5. Uninstalling existing ISN/CVP
6. Upgrading VoiceXML Server and VoiceXML Studio on associated development/runtime
machines
7. Migrating Cisco CVP 3.x Voice Applications
8. Upgrading to Windows 2003
9. Installing third-party software
10. Installing Unified CVP Release 4.0
11. Importing previously saved settings
12. Installing new version of Cisco Security Agent (CSA)
13. Performing initial configuration tasks
Upgrading Cisco ICM Enterprise Edition and Cisco Unified CallManager
Unified CVP Release 4.0 requires one of the following combinations of Cisco ICM Enterprise
Edition and Cisco Unified CallManager.
• Cisco ICM Enterprise Edition Release 7.0(0) with Cisco Unified CallManager Release 4.1(3)
or Release 5.0(0)
• Cisco Unified ICME Release 7.1(1) with Cisco Unified CallManager Release 4.2(0) or
Release 5.0(0)
If you have earlier versions of either or both of these products, you must upgrade these products
before proceeding with the subsequent steps. If you need to upgrade both products, upgrade
Cisco ICM Enterprise Edition first, then upgrade Cisco Unified CallManager.
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Chapter 7: Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
For instructions on how to upgrade ICM Enterprise Edition, see the upgrade manual for the
release you want to upgrade to at the following website:Cisco Unified Intelligent Contact
Management Enterprise Install and Upgrade Guides (http://www.cisco.com/en/US/products/
sw/custcosw/ps1001/prod_installation_guides_list.html)
For instructions on how to upgrade Cisco Unified CallManager, see the upgrade manual for the
release you want to upgrade to at the following website: Cisco Unified CallManager Install
and Upgrade Guides (http://www.cisco.com/en/US/products/sw/voicesw/ps556/
prod_installation_guides_list.html)
The order in which you perform these upgrades depends on your current ISN/CVP Release.
• If you are upgrading from ISN Release 2.1, upgrade Cisco Enterprise Edition and Cisco
Unified Call Manager as follows:
– If your system is currently running Cisco ICM Enterprise Edition Release 4.6(2), first
upgrade to Cisco ICM Enterprise Edition Release 5.0(0) and Cisco Unified CallManager
Release 3.3(5).
– Next, upgrade to Cisco ICM Enterprise Edition Release 7.0(0) and Cisco Unified
CallManager Release 4.1(3).
• If you are upgrading from CVP Release 3.0, CVP Release 3.1, or CVP Release 3.1 SR1/SR2,
update Cisco Enterprise Edition and Cisco Unified Call Manager as follows:
– If your system is currently running Cisco ICM Enterprise Edition Release 5.0(0) and Cisco
Unified CallManager Release 3.3(5) or Cisco ICM Enterprise Edition Release 6.0(0) and
Cisco Unified CallManager Release 4.0(2a), upgrade to Cisco ICM Enterprise Edition
Release 7.0(0) and Cisco Unified CallManager Release 4.1(3).
– If your system is already running Cisco ICM Enterprise Edition Release 7.0(0) and Cisco
Unified CallManager Release 4.1(3), no upgrades of these components are necessary.
Note: If you will be migrating from H.323 protocol to Session Initiation Protocol (SIP), Cisco
Unified CallManager Release 5.0(1) is required.
Backing Up the ISN/CVP Disk
Make a backup copy of the entire disk on which ISN/CVP currently resides. This will enable
you to back out the entire upgrade if it becomes necessary.
Exporting VoiceBrowser and AppServer Settings
To export your current VoiceBrowser and AppServer settings, perform the following steps.
Note: The system that you are upgrading must be a working ISN/CVP system before you perform
an export. Otherwise, the imported configuration will not work.
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Chapter 7: - Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
Step 1
Run the executable named UnifiedCVPUpgrade.exe, located in the CVP_Install\upgradeutility
directory on the Unified CVP installation disk. The Unified CVP Import/Export Utility screen
appears.
Figure 21: Import/Export Utility Screen
Step 2
Select Export. Click Next. An Export Destination Directory screen appears.
Step 3
Specify the export destination directory:
• Click Next to accept the default location.
• Click Browse to select an alternate location and then click Next.
An Export Options screen appears.
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Chapter 7: Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
Figure 22: Export Options Screen
Step 4
Specify whether you wish to export Voice Browser settings, AppServer settings, or both.
Step 5
Click Export to begin the export process. When the export process finishes, an Export Complete
screen appears.
Stop and Uninstall Cisco Security Agent
Previous releases of Cisco Security Agent (CSA) for CVP Software are not compatible with
Unified CVP Release 4.0. You must stop the CSA process and uninstall CSA. Refer to the Cisco
Security Agent Installation/Deployment Guide for Cisco Unified Customer Voice Portal, Release
4.0 for instructions.
Uninstalling Previous Version of ISN/CVP
Uninstall the previous version of ISN/CVP using the utilities that were originally provided when
that version was installed. ISN Release 2.1 uses a hotfix process; CVP Releases 3.0 and 3.1 use
a patch process. Hotfixes must be uninstalled in succession, from newest to oldest. Patches will
automatically uninstall in the correct order.
Upgrade Unified CVP VoiceXML Server and VoiceXML Studio on Development and Runtime Machines
The following steps describe the recommended upgrade path from Cisco CVP 3.1 to Cisco
Unified CVP 4.0 VoiceXML Server and VoiceXML Studio on the development and runtime
machines that are part of your Unified CVP deployment. For machines that will not include the
VoiceXML Server and and VoiceXML Studio components, skip this section and the next section
and continue with the section Upgrading to Windows 2003 (page 61).
Note: In addition to the following steps, please refer to the “Configuration Checklist” in Chapter
2 of the Configuration and Administration Guide for Cisco Unified Customer Voice Portal for
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Chapter 7: - Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
details related to how the Operations Server installation should be executed in relation to the
Unified CVP VoiceXML Server and Studio upgrade.
Step 1
On development machines, use Unified CVP VoiceXML Studio to export all projects to offline
media if they are not already stored in version control systems. Projects can be exported by
right-clicking on each project in the Navigator pane, choosing “Export…”, and completing the
Export wizard.
Step 2
On test and production servers, backup any third party libraries (.class or .jar files) found in the
following locations (where APP_NAME is the name of each deployed voice application):
• %CVP_HOME%/common/classes
• %CVP_HOME%/common/lib
• %CVP_HOME%/applications/APP_NAME/java/application/classes
• %CVP_HOME%/applications/APP_NAME/java/application/lib
• %CVP_HOME%/applications/APP_NAME/java/util
Step 3
Uninstall Cisco CVP 3.x versions of VoiceXML Server. Note that this may be unnecessary if
the system is being upgraded to Windows 2003, whereby the system will be formatted during
that upgrade.
Step 4
Uninstall Cisco CVP 3.x versions of VoiceXML Studio from development machines.
Step 5
Run the Cisco Unified CVP 4.0 Installer on each development and runtime machine, and select
either Unified CVP VoiceXML Server or Studio, depending on which software was on the
machine previously.
Note: Cisco CVP 3.x licenses for VoiceXML Server and VoiceXML Studio are not compatible
with Cisco Unified CVP 4.0. New licenses must be obtained from Cisco.
Step 6
If the machine being upgraded includes Unified CVP 4.0 VoiceXML Server, then configure it
within the Operations Console’s network map. The Operations Console should also be used to
download a license file to the VoiceXML Server. See the Applying a License to a Unified CVP
Server (page 38) section of this guide for instructions about how to apply a license to CVP
VoiceXML Server.
Step 7
If the machine being upgraded includes CVP VoiceXML Studio, perform the following steps
to apply its license.
a.
Start CVP VoiceXML Studio.
The Activation... dialog box appears when CVP VoiceXML Studio is run for the first time.
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Chapter 7: Upgrading to Unified CVP Release 4.0
Upgrading Unified CVP Software
Figure 23: Installation Key Activation Dialog Box
b.
Use a text editor to open the license text file that you want to apply to this installation.
If you do not already have a license text file, you can obtain one at this URL: http://
www.cisco.com/go/license
The license text file contains an installation key: a 25-character alphanumeric string, grouped
in sets of five characters separated by hyphens. The InstallationKey label helps to identify the
key within the text file; it appears at the beginning of the file and is highlighted in the following
illustration.
Figure 24: Installation Key
License key text, which is comprised of all the characters that follow the LicenseKey label, is
highlighted in the following illustration.
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Figure 25: License Key
c.
In the Installation Key fields on the Activation... dialog box, type the installation key in
the following format: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.
d.
Click Activate >>.
Another Activation... dialog box appears.
e.
Select Manual Activation.
f.
From the license text file, copy the license key and paste it in to the License Key text box
on the Activation... dialog box.
The License Key text area of the Activation... dialog box will resemble the following illustration.
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Figure 26: License Key Activation Dialog Box
g.
Click Activate.
The Activation Successful message appears.
h.
Click OK.
CVP VoiceXML Studio continues to load and is now licensed.
Step 8
Import previously exported projects in to CVP VoiceXML Studio. Be sure to select the Existing
Cisco Unified CVP Project into Workspace option.
The import process automatically upgrades the projects to the CVP 4.0 format, if necessary.
There are new Subdialog elements in Unified CVP 4.0. During conversion, the new Subdialog
End element automatically replaces pairings of Subdialog End and Hang Up in imported Cisco
CVP 3.1 projects. The Hang Up element is no longer necessary.
Note: If applications are checked out from a source repository (rather than imported from the
file system), those applications should still be re-imported as a CVP VoiceXML Studio project
to initiate the conversion process. In addition, for the first checkin after importing, all files in
each project are considered modified and need to be updated in the repository.
Step 9
Recompile all custom Java components (elements, Say It Smart plugins, on call end classes,
etc.) under JDK 1.4. This is the required compilation version for Cisco Unified CVP 4.0, whereas
Cisco CVP 3.x required JDK 1.3.
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Note: IMPORTANT: Due to integral logging functionality changes between Cisco CVP 3.1
VoiceXML Server and Cisco Unified CVP 4.0 VoiceXML Server, custom classes which
previously used the getLoggingLevel() or setLoggingLevel() methods of the APIBase class will
require minor modifications so that they no longer call these methods. Refer to Chapter 5 of the
VoiceXML Server User Guide for Cisco Unified Customer Voice Portal for details about the
new logging systems.
Step 10
Deploy all projects (which should now include the newly recompiled components from the
previous step) to the appropriate target Cisco Unified CVP 4.0 VoiceXML Servers.
Note that the voice application deployment process is different in Cisco Unified CVP 4.0 than
it was in Cisco CVP 3.x. In 3.x, the VoiceXML Studio user would select a project and deploy
it to a single target VoiceXML Server. If the user had multiple such targets, the user would
deploy it to each VoiceXML Server in succession. In 4.0, the Operations Console can be used
to “bulk transfer” the project to multiple target CVP VoiceXML Servers in one step. For details
about how to deploy voice applications via the Operations Console, please refer to the “Deploying
VoiceXML Studio Scripts in Unified CVP” section of Chapter 4 in the Configuration and
Administration Guide for Cisco Unified Customer Voice Portal.
Step 11
Restore any backed up third party libraries that were discovered during Step 2 to their former
locations. Note that some voice applications may include copies of these libraries as part of
their VoiceXML Studio projects, in which case they may already be present. Minimally, any
libraries backed up from %CVP_HOME%/common/lib and %CVP_HOME%/common/classes
should be restored as these will not have been deployed as part of any Studio projects.
Migrate Cisco CVP 3.x Voice Applications on Development and Runtime Machines
Unified CVP 4.0 VoiceXML Server is capable of running deployed Cisco CVP 3.x voice
applications without first redeploying them from VoiceXML Studio. However, this is not the
preferred upgrade approach since such applications will not have been automatically updated
to use new loggers which allow them to interact with other systems in the Unified CVP
environment (e.g. SNMP and reporting). If redeploying Cisco CVP 3.x applications via the new
version of VoiceXML Studio is not an option, the deployed applications can be copied to
VoiceXML Server as-is. Here are the steps for this process:
Step 1
Copy the deployed Cisco CVP 3.x voice application into Unified CVP 4.0 VoiceXML Server’s
%CVP_HOME%/applications folder.
Step 2
Erase the contents of the voice application’s admin folder
(%CVP_HOME%/applications/APP_NAME/admin, where APP_NAME is the name of the
voice application).
Step 3
Copy the contents of %CVP_HOME%/admin/appScripts to the voice application’s admin folder.
Step 4
Recompile any Java classes used by the voice application with JDK 1.4, and replace the old
class files with these newly compiled ones. Note that Cisco CVP 3.x required JDK 1.3, whereas
Cisco Unified CVP 4.0 requires JDK 1.4.
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Once the application server is restarted or each application’s deployApp admin script is run,
the voice applications will undergo a minimal automatic conversion. This conversion will allow
them to run on the new VoiceXML Server version, but will not add the advanced functionality
that a redeploy from VoiceXML Studio would provide.
Upgrading to Windows 2003
If you are running Windows 2000 on your system, you must upgrade to Windows 2003. Refer
to Microsoft documentation and the Microsoft support website for procedures.
Upgrading Other Software
If upgrades to the following Cisco and third-party software are necessary, perform those upgrades
at this time.
• ASR/TTS Server software
• Gateway IOS
• Gatekeeper IOS
• CSS
See the table in the section Compatibility Matrix (page 49) to determine what upgrade(s) are
necessary.
Note: Tomcat Application Server Release 5.5 is installed if you choose Tomcat as your
application server during the install process; a separate upgrade for this component is not
necessary.
Installing Unified CVP Release 4.0
Install Unified CVP Release 4.0 by following the instructions in Chapter 3, Installing Unified
CVP Software on Windows 2003 Systems (page 21).
Importing Previously Saved Settings
To import the VoiceBrowser and AppServer settings that you exported previously, perform the
following steps.
Note: Before you import the previously saved settings, the previous version of ISN/CVP must
be uninstalled and Unified CVP Version 4.0 must be installed. Otherwise, the import operation
will not continue.
Step 1
Run the executable named UnifiedCVPUpgrade.exe, located in the CVP_Install\upgradeutility
directory on the Unified CVP installation disk. The Unified CVP Import/Export Utility screen
appears.
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Figure 27: Import/Export Utility Screen
Step 2
Select Import. Click Next. An Import Destination Directory screen appears.
Step 3
Specify the import source directory:
• Click Next to accept the default location.
• Click Browse to select an alternate location and then click Next.
An Import Options screen appears.
Figure 28: Import Options Screen
Step 4
Specify whether you wish to import Voice Browser settings, AppServer settings, or both.
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Step 5
Click Import to begin the import process. When the import process finishes, an Import Complete
screen appears.
Note: The Import utility does not import some ISN 2.1 or CVP 3.0/3.1 registry settings. In these
cases, the Import utility either takes the Unified CVP 4.0 default or ignores the setting; no user
action is necessary.
For the following settings under the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ISN\Customer\Voice Browser\Config registry tree, the Import utility does not import the
ISN 2.1 or CVP 3.x setting but instead takes the Unified CVP 4.0 default:
• DefaultVXMLFileLocation
• MaxIVRPorts
• MaxTotalCalls
• RadConfigPath
For the following settings, the Import utility does not map and ignores the ISN 2.1 or CVP 3.x
setting:
• Under the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ISN\Customer\Voice Browser\Config registry tree:
– SddsnAssignedId
– SDDSNLastSuccessfulConnectNode
• Under the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ISN\Customer\Voice Browser\Dynamic registry tree:
– Sddsn1Node
– Sddsn1Port
– Sddsn2Node
– Sddsn2Port
– SDDSNAscendingRetries
– SDDSNOpenResponseTimeoutSeconds
– SDDSNRestartLinkSeconds
• For the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ISN\Customer\Voice
Browser\Dynamic\ApplicationServers registry setting, the Import utility imports this setting
with a static value of localhost:8000/cvp/VBServlet.
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Install New Cisco Security Agent
If you wish to install the Release 4.0 version of CSA for CVP, do so at this time. Refer to the
Cisco Security Agent Installation/Deployment Guide for Cisco Unified Customer Voice Portal,
Release 4.0 for instructions.
Perform Initial Configuration Tasks
The final step in the upgrade process is to use the Unified CVP Operations Console to perform
the following initial configuration tasks.
• Configure the Unified CVP Call Server
• Install Unified CVP License Files
• Download the new CVP 4.0 gateway file set to flash memory on the gateways
• Provide additional configuration information for Unified CVP components that were not part
of previous ISN/CVP releases
For instructions on how to perform these tasks, see the Configuration and Administration Guide
for Cisco Unified Customer Voice Portal.
Migrations for Deployment Models
With the additions and changes in functionality in Unified CVP Release 4.0, there are a number
of possible deployment migrations you may wish to consider:
• Migrating from the Queue and Transfer deployment model to the Comprehensive deployment
model. This migration is mandatory if your existing ISN/CVP deployment is a Queue and
Transfer deployment and you are currently terminating media directly on your CVP Voice
Browser.
• Migrating Comprehensive or Call Director Deployment Models from H.323 to SIP.
• Migrating VoiceXML Servers from Windows to AIX.
• Migrating from Tomcat to WebSphere Application Server.
• Adding reporting or ICM Lookup capability to VoiceXML Server.
This section provides guidelines and procedures for performing these migrations.
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Migrating from Queue and Transfer to Comprehensive
The Queue and Transfer deployment model (also known as H.323 Media Termination) is no
longer permitted in Unified CVP Release 4.0. You must migrate these deployments to the
Comprehensive deployment model, using either SIP (preferred) or H.323. For an explanation
of the SIP and H.323 protocols, and guidelines for choosing the appropriate protocol for your
needs, see the chapter "Choosing a Call Center Protocol" in the Planning Guide for Cisco Unified
Customer Voice Portal.
Migrating from Queue and Transfer to Comprehensive with SIP
Migration from the Queue and Transfer deployment model to the Comprehensive deployment
model with SIP involves the following tasks:
• Making configuration changes in ICM, in the CVP Call Server, and in the ingress gateways.
• Optionally, deploying new SIP Proxy Servers and/or DNS Servers.
• In most cases, deploying and configuring additional gateways.
• Adding Cisco CSS switches if the number of servers and the desired failover and redundancy
model for your deployment necessitates it.
To perform this migration, perform the following steps:
Step 1
Modify the ICM configuration as follows (refer to the ICM Configuration Guide for Cisco ICM
Enterprise Edition for instructions).
a.
Change the current Type 5 NetworkVRU to Type 7. Assign a VRU Transfer Label to this
VRU, which will cause the call to be transferred to a VoiceXML Gateway. Duplicate this
label for each CVP peripheral routing client.
b.
Create a new NetworkVRU of Type 5, with one "DUMMY" label for each CVP routing
client.
c.
Associate each CVP peripheral with this new Type 5 NetworkVRU.
Step 2
Modify the CVP Call Server configuration using the Operations Console, to ensure that the
VRU Transfer Label length is properly set in the ICM tab for each CVP Call Server.
Step 3
Introduce the (optional) SIP Proxy Servers at this point, or configure the existing DNS Servers
to be used for SIP message routing.
Step 4
Configure the ingress gateways to use SIP. Configure each ingress gateway outgoing VoIP
dial-peer to use SIP rather than session target ras. If SIP Proxy Servers are being used, configure
the dial-peers to target those servers. If not, then configure the dial-peers to target one or more
CVP Call Servers.
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Step 5
Configure the SIP Proxy Server (if present) or the SIP tab in the CVP Call Server configuration
in the CVP Operations Console so that calls to the VRU Transfer Label will target the VoiceXML
gateways. Be sure to allow for the variable correlationId suffix on the VRU Transfer Label.
Step 6
Introduce CSS devices at this point, if so desired. Configure these devices as described in the
Configuration and Administration Guide for Cisco Unified Customer Voice Portal.
Step 7
Configure the VoiceXML gateways as you would in a new installation.
See Also
For additional details on each of these steps, see Chapter 2 of the Configuration and
Administration Guide for Cisco Unified Customer Voice Portal.
Migrating from Queue and Transfer to Comprehensive with H.323
Migration from the Queue and Transfer deployment model to the Comprehensive deployment
model with H.323 protocol involves the following tasks:
• Making configuration changes in ICM, in the CVP Call Server, and in the ingress gateways.
• In most cases, deploying and configuring additional gateways.
• Adding Cisco CSS switches if the number of servers and the desired failover and redundancy
model for your deployment necessitates it.
To perform this migration, perform the following steps:
Step 1
Modify the ICM configuration as follows (refer to the ICM Configuration Guide for Cisco ICM
Enterprise Edition for instructions).
a.
Change the current Type 5 NetworkVRU to Type 7. Assign a VRU Transfer Label to this
VRU, which will cause the call to be transferred to a VoiceXML Gateway. Duplicate this
label for each CVP peripheral routing client.
b.
Create a new NetworkVRU of Type 5, with one "DUMMY" label for each CVP routing
client.
c.
Associate each CVP peripheral with this new Type 5 NetworkVRU.
Step 2
Modify the CVP Call Server configuration using the Operations Console, to ensure that the
VRU Transfer Label length is properly set in the ICM tab for each CVP Call Server.
Step 3
Modify the gatekeeper configurations by adding a zone prefix for the VRU Transfer Label, with
a wildcard suffix to account for the correlationId. Add targets for this zone prefix for all available
VXML gateways. If zone prefix definitions for incoming calls already target the CVP Call
Servers, they need not be changed.
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Step 4
Introduce CSS devices at this point, if so desired. Configure these devices as described in the
Configuration and Administration Guide for Cisco Unified Customer Voice Portal.
Step 5
Configure the VoiceXML gateways as you would in a new installation.
See Also
For additional details on each of these steps, see Chapter 2 of the Configuration and
Administration Guide for Cisco Unified Customer Voice Portal.
Migrating Comprehensive or Call Director Deployment Models from H.323 to SIP
If your current ISN/CVP deployment model is Comprehensive or Call Director, and you wish
to migrate from H.323 to SIP, follow the instructions in this section to perform this migration.
If you have a Queue and Transfer deployment model, refer instead to the earlier section Migrating
from Queue and Transfer to Comprehensive with SIP (page 65).
This migration involves the following tasks:
• Optionally, deploying new SIP Proxy Servers and/or DNS Servers.
• Adding SIP service capabilities to Unified CVP Call Servers.
• Configuring SIP dialed number mappings.
• Configuring ingress gateways, VXML gateways, and Cisco Unified CallManagers.
• Testing the updated configuration and removing H.323 support if testing is successful.
To perform this migration, perform the following steps:
Step 1
Install and configure the SIP Proxy Servers and/or DNS Servers.
Step 2
Add SIP services to the CVP Call Control Servers capabilities, if necessary. It is not necessary
to remove H.323 services at this point. If SIP Proxy Servers are being used, configure the SIP
services to point to those devices.
Step 3
Configure SIP dialed number mappings. If you are using SIP Proxy Servers, perform the
configuration in those servers. If not, perform this configuration in the SIP services configuration
screens of the CVP Operations Console. For this process, use your Gatekeeper zone prefix list
as a guide. The same dialed numbers that are configured in the gatekeeper now need to be
configured for SIP.
You must map the following three classes of dialed numbers :
• VRU transfer labels. This includes any numbers that target VoiceXML gateways. If
correlationId routing is used, then the dialed numbers you specify here must be suffixed with
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a wildcard to allow for the variable correlationId. If TranslationRouteToVRU routing is used,
then configure all translation route DNISs here.
• Incoming DNISs. In the gatekeeper, these are the numbers that target the CVP Call Control
Servers (or, more precisely, the CVP Voice Browsers). For SIP purposes, these should target
the CVP Call Servers.
• ACD or agent DNISs. This includes any numbers that target egress gateways or Cisco Unified
CallManagers.
Step 4
Step 5
Perform the following steps to configure ingress gateways, VoiceXML gateways, and Cisco
Unified CallManagers.
a.
Configure the gateways to support SIP in general. It is not necessary at this point to disable
H.323 in general or to remove gatekeeper registration settings
b.
Configure each ingress gateway outgoing VoIP dial-peer to use SIP rather than session
target ras. If SIP Proxy Servers are being used, configure these dial-peers to target those
servers. If not, then configure these dial-peers to target one or more CVP Call Servers
c.
Configure each VoiceXML gateway incoming VoIP dial-peer to be a SIP dial-peer.
d.
Configure CallManagers such that ingress gateways and Proxy Servers are SIP Trunk
devices.
Try some test calls. If the tests are successful, perform the following steps to remove H.323
support.
a.
In the CVP Operations Console, remove H.323 services from each CVP Call Server.
b.
In the ingress gateways, remove H.323 support as well as any settings that cause the
gateway to register with the gatekeeper.
c.
Decommission the gatekeepers.
Migrating VoiceXML Servers from Windows to AIX
If you wish to migrate your VoiceXML Servers from a Windows platform to an AIX platform,
perform the following steps.
Step 1
Install the new VoiceXML Server software by following the instructions in the section Installing
VoiceXML Server (page 31) in Chapter 4, Installing Unified CVP Software on AIX Systems
(page 31).
Step 2
Add the new VoiceXML Servers to the CVP Operations Console network map.
Step 3
Use the CVP Operations Console to deploy all applicable projects to the new VoiceXML Servers
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See Also
For details on Steps 2 and 3, see the Configuration and Administration Guide for Cisco Unified
Customer Voice Portal.
Migrating from Tomcat to WebSphere Application Server
If you wish to migrate your VoiceXML Servers from a Tomcat platform to WebSphere
Application Server, perform the following steps.
Step 1
Uninstall CVP VoiceXML Server from the Tomcat-based machine, or reformat the disk and
reinstall the operating system. If Windows 2003 is not present on the Tomcat-based machine,
you must reformat the disk and install Windows 2003 because Unified CVP can only be run on
Windows 2003.
Note: If you decide to reformat the disk and reinstall the operating system, and VoiceXML
Studio is also installed on your machine, back up any application projects before you reformat
the disk.
Step 2
Install WebSphere Application Server from the product media.
Step 3
Install Unified CVP VoiceXML Server from the Unified CVP installation CD. See Chapter 3,
Installing Unified CVP Software on Windows 2003 Systems (page 21) for Windows instructions
or Chapter 4, Installing Unified CVP Software on AIX Systems (page 31) for AIX instructions.
Step 4
Configure and license VoiceXMLServer using the CVP Operations Console.
Step 5
Use the CVP Operations Console to deploy all applicable projects to the new VoiceXML Servers.
See Also
For details on Steps 4 and 5, see the Configuration and Administration Guide for Cisco Unified
Customer Voice Portal.
Adding Reporting or ICM Lookup Capability to Standalone VoiceXML Server
Standalone VoiceXML deployments prior to Unified CVP 4.0 include no Unified ICME
components. In these deployments, applications are invoked as a direct result of calls arriving
in the VXML Gateway, and a single post-application transfer is allowed.
In Unified CVP 4.0, you can optionally add the ability to forward reporting events to a Reporting
Server, as well as the ability to make ancillary routing requests and exchange call context
information with a Unified ICME if one is present. However, the integration with Unified ICME
is nominal.
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To add this functionality, follow these steps:
• Install Release 4.0 of VoiceXML Server, then configure it in the Operations Console as
VoiceXML Server instead of VoiceXML Server Standalone.
• If you have already installed Release 4.0 of VoiceXML Server, remove the VoiceXML Server
Standalone device in the Operations Console and add a VoiceXML Server device in its place.
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Chapter 8
Troubleshooting Unified CVP Software Installation
This chapter describes how to resolve problems you may encounter while:
• Installing Unified CVP software and performing the initial configuration.
• Upgrading Unified CVP software.
• Uninstalling Unified CVP software.
InstallShield Engine Cannot Be Installed
Symptom:
During Unified CVP installation, the following error message appears:
Message:
The InstallShield Engine(iKernel.exe) could not be installed.
Ikernel.exe could not be copied to C:\Program Files\Common
Files\InstallShield\Engine\6 \Intel 32.
Cause:
Multiple instances of the Install Program are being run.
Note: InstallShield (the install program for Unified CVP) allows only one ikernel.exe to be
running at a time.
Action:
Stop all install programs and run the Unified CVP installation program.
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Reporting Password Error During Installation
Symptom:
When you specify the Reporting password during Reporting installation, you encounter the
following message:
Message:
Error 2245 while running: changing default password for user Informix
Cause:
The password security policy on the machine on which you are installing Reporting conflicts
with Unified CVP Reporting password requirements. Most likely, the machine password security
policy has a minimum password age greater than 0 or the maximum password length is greater
than the maximum password length that Unified CVP Reporting password requirements permit.
Action:
On the machine on which you are installing Reporting, abort the installation process. Open the
Local Security Policy control panel (Control Panel > Administrative Tools > Local Security
Policy) and examine the Password Policy (Security Settings > Account Policies > Password
Policy). If the password policy on your machine conflicts with Unified CVP Reporting password
requirements, make the appropriate adjustments. Restart the installation process. If it is not
possible for you to make the necessary adjustments, or if problems persist after you make these
adjustments, consult your Network Administrator.
Dialog Box During Informix Uninstallation
Symptom:
If you are removing Informix Dynamic Server, a dialog box with the following message appears
during the uninstall process:
Message:
Could not delete product files and/or directories. Check documentation
for more details.
Cause:
This dialog box is present in this release solely due to an Informix product limitation, and does
not indicate a problem with removing Informix.
Action:
Click OK to continue the uninstall process.
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Installer Does Not Continue Past the Select Directory Screen
Symptom:
The installation process will not let you continue past the Select Directory screen.
Message:
<DIR> currently contains data. Unified CVP will not install to a
directory that already contains data - please select another directory.
If this is the correct directory, then cancel the install, remove the
directory and re-run the Unified CVP installer.
Cause:
The directory you specified contains data either from a previous version or build of CVP or
another program.
Action:
Verify that the directory you specified is correct.
• If the directory is incorrect, specify the correct directory.
• If the directory is correct, click <CANCEL>, remove the directory, and rerun the Unified
CVP installer.
"HTTPServer Installed Before WebSphere" Installer Message
Symptom:
The following message appears when you attempt to select WebSphere Application Server on
the Unified CVP Install program Application Server Select screen:
Message:
It appears that HTTPServer was installed before WebSphere. HTTPServer MUST be installed
after WebSphere. You will not be allowed to continue with the installation unless you choose
Tomcat.
Cause:
IBM HTTPServer was installed before WebSphere Application Server. WebSphere Application
Server must be installed before IBM HTTPServer.
Action:
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Do the following:
• Cancel out of the install program
• Uninstall IBM HTTPServer
• Reinstall IBM HTTPServer
• Run the install program again
Error Uninstalling WebSphere Application Server
Symptom:
You encounter an error condition when you attempt to uninstall IBM WebSphere Application
Server
Message:
Several possible.
Cause:
Several possible.
Action:
See the CVP Installation log for details and instructions.
See Also
Consult the IBM WebSphere Application Server documentation and support website.
"Informix Detected" Message During Uninstall
Symptom:
When uninstalling Unified CVP on Windows 2003, you get a dialog box with the following
message:
Message:
"The Informix database, installed by the Reporting server, has been detected on this system.
You must uninstall it before re-running this installer or change your package selection."
Cause:
You attempted to uninstall Unified CVP without first uninstalling Informix.
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Action:
Cancel the Unified CVP uninstall, uninstall Informix (see the section Removing Informix
Dynamic Server (page 42) for instructions), then uninstall Unified CVP.
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Index
pre-installation tasks....15
Index
reporting....12
ReportingRunAsCVP_dbadmin.bat....37
applying server licenses....38
ReportingRunAsInformix.bat....37
Call Server
Reporting Server
applying license....38
applying license....38
changes in Release 4.0(1)....48
security considerations....38
Cisco Security Agent
software requirements....15
disabling....15
reinstalling during upgrade....64
uninstalling during upgrade....55
Support Tools
enabling on AIX....33
system media files....12
core software....12
troubleshooting....71
deployment migrations....64
uninstalling....41
H323 to SIP....67
from the Cisco Unified CVP installation program...43
Queue and Transfer to Comprehensive with H,323..66
from Windows Control Panel....44
Queue and Transfer to Comprehensive with SIP....65
on AIX systems....45
Tomact to Websphere Application Server....69
on Windows 2003 systems....41
VoiceXML Server from Windows to AIX....68
upgrade procedure....52
error messages....71
upgrading....47
hardware requirements....15
verifying installation....35
IBM HTTPServer WebServer....18
VoiceXML Server....12
IBM WebSphere Application Server....17
applying license....38
Import/Export utility
configuring....33
exporting settings....53
installing on AIX....32
importing settings....61
migrating CVP 3.x applications....60
Informix Dynamic Server
upgrading....55
uninstalling....42
VoiceXML Studio....12
installation procedure
on AIX systems....31
on Windows 2003 systems....21
upgrading....55
Windows Simple Network Management Protocol
(SNMP)....18
installation tasks....11
licensing....38
modifying installed components....35
post-installation tasks....35
reporting....37
Installation and Upgrade Guide for Cisco Unified Customer Voice Portal Release 4.0(1)
Index 77