Operations Console Online Help for Cisco Unified Customer Voice Portal November 2007

Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) November 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0833 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. 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All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0710R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Copyright Â© 2007 Cisco Systems, Inc. All rights reserved. Table of Contents 1. The Unified CVP System.............................................................................................................................7 Introduction.................................................................................................................................................7 Key Features and Benefits.....................................................................................................................8 Using the Operations Console....................................................................................................................9 Logging In to the Operations Console.................................................................................................10 Using the Cisco Unified Customer Voice Portal Page..........................................................................11 My Account..........................................................................................................................................12 Getting Acquainted with the Operations Console Menu Options.........................................................12 Where to Find More Information..........................................................................................................15 Logging Out From the Operations Console.........................................................................................16 Using the Control Center..........................................................................................................................17 Viewing Devices by Type.....................................................................................................................17 Viewing Devices by Device Pool..........................................................................................................18 Viewing Device Status.........................................................................................................................19 Viewing Device Statistics.....................................................................................................................21 Viewing Infrastructure Statistics...........................................................................................................22 Infrastructure Statistics........................................................................................................................22 ICM Service Call Statistics...................................................................................................................25 IVR Service Call Statistics...................................................................................................................27 SIP Service Call Statistics...................................................................................................................29 Gatekeeper Statistics...........................................................................................................................31 Gateway Statistics...............................................................................................................................32 VXML Server Statistics........................................................................................................................33 Reporting Server Statistics..................................................................................................................35 Viewing Pool Statistics.........................................................................................................................36 Pool Statistics Tab................................................................................................................................37 Sorting Servers by Network Status......................................................................................................38 Sorting Servers by IP Address.............................................................................................................38 Editing a Device Configuration.............................................................................................................39 Starting a Server..................................................................................................................................39 Shutting Down a Server.......................................................................................................................40 Using Device Pools...................................................................................................................................40 Adding a Device Pool...........................................................................................................................41 Editing a Device Pool...........................................................................................................................41 Deleting a Device Pool.........................................................................................................................42 Adding or Removing a Device from a Device Pool..............................................................................43 Finding a Device Pool..........................................................................................................................44 Importing an Operations Console Configuration......................................................................................45 Procedure............................................................................................................................................45 Exporting an Operations Console Configuration......................................................................................46 Procedure............................................................................................................................................46 Error Handling..........................................................................................................................................47 2. Managing Devices.....................................................................................................................................49 Viewing Device Properties........................................................................................................................49 Offline View..........................................................................................................................................49 Online View..........................................................................................................................................50 Viewing Device State...........................................................................................................................50 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) i Finding a Device.......................................................................................................................................51 Procedure............................................................................................................................................51 Getting Device Statistics......................................................................................................................52 Unified CVP Licensing..............................................................................................................................52 Configuring a Call Server.........................................................................................................................53 Adding a Call Server............................................................................................................................54 Deleting a Call Server..........................................................................................................................74 Editing a Call Server............................................................................................................................75 Finding a Call Server...........................................................................................................................76 Viewing Call Server Statistics..............................................................................................................77 Call Server Configuration Settings.......................................................................................................78 Applying a License to a Call Server.....................................................................................................79 Configuring a Reporting Server................................................................................................................80 Adding a Reporting Server..................................................................................................................81 Editing a Reporting Server..................................................................................................................85 Deleting a Reporting Server................................................................................................................95 Finding a Reporting Server..................................................................................................................96 Applying a License to a Reporting Server...........................................................................................97 Configuring a VXML Server......................................................................................................................98 Adding a VXML Server........................................................................................................................98 Editing a VXML Server.......................................................................................................................100 Deleting a VXML Server....................................................................................................................101 VXML Server General Properties......................................................................................................102 VXML Server Configuration Properties.............................................................................................103 Inclusive and Exclusive VoiceXML Filters for Reporting....................................................................104 Transferring Script Files.....................................................................................................................108 Downloading a Log Messages XML File...........................................................................................109 Editing the Log Messages XML File..................................................................................................110 Unified CVP Event Severity Levels....................................................................................................111 Uploading a Log Messages XML File................................................................................................111 Applying a License to a VXML Server...............................................................................................112 Getting the System ID for a VXML Server.........................................................................................113 Finding a VXML Server......................................................................................................................114 Configuring a VXML Server (Standalone)..............................................................................................115 Adding a VXML Server (Standalone).................................................................................................115 Editing a VXML Server (Standalone).................................................................................................116 Deleting a VXML Server (Standalone)...............................................................................................117 Finding a VXML Server (Standalone)................................................................................................118 Getting the System Id for a VXML Server standalone)......................................................................119 Applying a License to a VXML Server (Standalone)..........................................................................120 Configuring a Gatekeeper......................................................................................................................121 Transferring a File to a Gatekeeper...................................................................................................121 Adding a Gatekeeper.........................................................................................................................122 Editing a Gatekeeper.........................................................................................................................123 Deleting a Gatekeeper.......................................................................................................................124 Executing Gatekeeper Commands....................................................................................................124 Gatekeeper Configuration Settings....................................................................................................125 IOS Gatekeeper Commands.............................................................................................................125 Finding a Gatekeeper........................................................................................................................126 Getting Gatekeeper Statistics............................................................................................................127 Configuring a Gateway...........................................................................................................................128 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) ii Adding a Gateway..............................................................................................................................128 Editing a Gateway..............................................................................................................................129 Deleting a Gateway............................................................................................................................130 Gateway Configuration Settings........................................................................................................131 IOS Gateway Commands..................................................................................................................132 Executing IOS Commands on the Gateway.......................................................................................132 Transferring a File to a Gateway........................................................................................................132 Viewing Gateway Statistics................................................................................................................133 Finding a Gateway.............................................................................................................................134 Configuring a Content Services Switch (CSS).......................................................................................135 Adding a Content Services Switch....................................................................................................136 Editing a Content Services Switch.....................................................................................................136 Deleting a Content Services Switch..................................................................................................137 Finding a Content Services Switch....................................................................................................138 Content Services Switch Configuration Settings...............................................................................139 IOS Content Services Switch Commands.........................................................................................140 Executing IOS Commands on the Content Services Switch.............................................................140 Transferring a Script File to a Content Services Switch.....................................................................140 Configuring a Speech Server.................................................................................................................141 Adding a Speech Server....................................................................................................................142 Speech Server Configuration Settings...............................................................................................143 Editing a Speech Server Configuration..............................................................................................143 Applying a License to a Speech Server.............................................................................................144 Deleting a Speech Server..................................................................................................................145 Adding and Removing Speech Servers from a Device Pool..............................................................145 Finding a Speech Server...................................................................................................................146 Configuring a Media Server....................................................................................................................147 Adding a Media Server......................................................................................................................147 Media Server Configuration Settings.................................................................................................148 Editing a Media Server Configuration................................................................................................149 Deleting a Media Server....................................................................................................................149 Adding and Removing a Media Server from a Device Pool...............................................................150 Finding a Media Server......................................................................................................................150 Configuring a Cisco Unified Communications Manager Server.............................................................151 Adding a Unified CM Server..............................................................................................................152 Editing a Unified CM Server..............................................................................................................153 Unified CM Configuration Settings.....................................................................................................154 Deleting a Unified CM Server............................................................................................................154 Finding a Unified CM Server..............................................................................................................155 Configuring an ICM Server.....................................................................................................................156 Adding an ICM Server.......................................................................................................................156 Deleting an ICM Server.....................................................................................................................157 Editing an ICM Server........................................................................................................................158 Finding an ICM Server.......................................................................................................................158 ICM Server Configuration Settings....................................................................................................159 Configuring a SIP Proxy Server..............................................................................................................160 Adding a SIP Proxy Server................................................................................................................161 Deleting a SIP Proxy Server..............................................................................................................162 Editing a SIP Proxy Server................................................................................................................162 Finding a SIP Proxy Server...............................................................................................................163 SIP Proxy Server Configuration Settings...........................................................................................164 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) iii Device Past Configurations....................................................................................................................164 Finding a Device Past Configuration..................................................................................................165 Viewing Past Device Configurations..................................................................................................166 Applying Past Device Configurations.................................................................................................166 3. Managing Unified CVP Operations Console Users.................................................................................169 Overview of User Management..............................................................................................................169 Managing User Roles.............................................................................................................................170 Adding a User Role............................................................................................................................170 Editing a User Role............................................................................................................................171 Assigning Access Criteria to User Roles...........................................................................................171 Finding a User Role...........................................................................................................................172 Deleting User Roles...........................................................................................................................173 Managing User Groups..........................................................................................................................174 Adding a User Group.........................................................................................................................174 Editing User Groups..........................................................................................................................175 Assigning a Role to a User Group.....................................................................................................176 Deleting a User Group.......................................................................................................................177 Finding a User Group........................................................................................................................177 Configuring Unified CVP Operations Console Users.............................................................................178 Adding a User Account......................................................................................................................179 Finding a User Account.....................................................................................................................180 Configuring General User Information...............................................................................................181 Adding or Removing a User from a Device Pool................................................................................182 Assigning a User to a User Group.....................................................................................................183 Editing a User Account......................................................................................................................184 Deleting a User Account....................................................................................................................185 4. Bulk Administration.................................................................................................................................187 Transferring a File to Multiple Devices....................................................................................................187 Procedure..........................................................................................................................................187 Procedure..........................................................................................................................................188 5. Configuring SNMP Agents......................................................................................................................189 Simple Network Management Protocol Support....................................................................................189 SNMP Basics..........................................................................................................................................189 SNMP Management Information Base (MIB).........................................................................................190 SNMP Configuration Checklist ..............................................................................................................191 Importing Previously Configured Windows SNMP V1 Community Strings.............................................191 Configuring an SNMP V1/V2c Agent......................................................................................................192 Configuring SNMP V1/V2c Community Strings.................................................................................193 Adding an SNMP V1/V2C Community String....................................................................................193 Editing an SNMP V1/V2C Community String.....................................................................................193 General SNMP V1/V2C Community String Configuration.................................................................194 Assigning an SNMP Entity to a Device..............................................................................................195 Finding an SNMP V1/V2c Community String.....................................................................................196 Deleting an SNMP V1/V2c Community String...................................................................................197 Configuring Notification Destinations.................................................................................................197 Notification Destination Configuration Settings..................................................................................197 Adding an SNMP V1/V2C Notification Destination............................................................................198 Editing an SNMP V1/V2C Notification Destination............................................................................198 Deleting an SNMP V1/V2C Notification Destination..........................................................................199 Finding an SNMP V1/V2C Notification Destination............................................................................200 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) iv Configuring an SNMP V3 Agent.............................................................................................................201 Configuring SNMP V3 Users.............................................................................................................201 Finding an SNMP V3 User.................................................................................................................201 Adding an SNMP V3 User.................................................................................................................202 Editing an SNMP V3 User..................................................................................................................203 SNMP V3 User Configuration Settings..............................................................................................203 Deleting an SNMP V3 User...............................................................................................................205 Configuring SNMP Notification Destinations.....................................................................................206 Adding an SNMP V3 Notification Destination....................................................................................206 Editing an SNMP V3 Notification Destination....................................................................................206 Notification Destination Configuration Settings..................................................................................207 Finding an SNMP V3 Notification Destination....................................................................................207 Deleting an SNMP V3 Notification Destination..................................................................................208 Configuring an SNMP MIB2 System Group...........................................................................................209 Adding an SNMP MIB2 System Group..............................................................................................209 Editing an SNMP MIB2 System Group..............................................................................................210 Deleting an SNMP MIB2 System Group............................................................................................210 Finding an SNMP MIB2 System Group.............................................................................................211 Using Syslog...........................................................................................................................................212 Configuring the Syslog Server...........................................................................................................212 6. Launching Tools......................................................................................................................................213 Launching an SNMP Monitor..................................................................................................................213 Procedure..........................................................................................................................................213 About Cisco Support Tools.....................................................................................................................214 Launching Support Tools........................................................................................................................214 Procedure..........................................................................................................................................214 Configuring Links for Tools.....................................................................................................................215 Adding a URL Link to the Tools Menu................................................................................................215 Modifying a URL Link on the Tools Menu..........................................................................................215 Removing a URL Link from the Tools Menu.......................................................................................216 Index ...........................................................................................................................................................217 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) v Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) vi Chapter 1 The Unified CVP System Introduction Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Express products. ICME provides the services necessary to determine where calls should be routed, whether to ACDs, specific agents, or to VRUs, but the routing services themselves must be provided by an external routing client. Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN) network switches, or in some cases, customer-provided ACDs. Unified CVP makes it possible for ICME to use VoIP gateways as routing clients as well. This carries a number of advantages, not the least of which is that call traffic can be handled over the IP network rather than by the PSTN carrier, which reduces costs and can provide greater network bandwidth. Unified CVP supports all the features of existing PSTNs and adds additional features. For example, Unified CVP provides a Voice Response Unit (VRU) platform, which includes the ability to prompt for and collect basic data from the caller before delivering the call. Unified CVP enhances this traditional PSTN feature with the use of its own VoiceXML Interactive Voice Response (IVR) application platform. Also, Unified CVP can "park" calls by providing some voice prompts or hold music to callers who are waiting in queue for an agent in Unified ICME. A typical deployment of the Unified CVP solution requires operating, administering, managing, and provisioning multiple servers and IOS components. The Operations Console is a web-based console that enables users to centrally operate, administer, maintain, and provision the Unified CVP solution. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 7 Chapter 1: - The Unified CVP System Introduction Key Features and Benefits Unified CVP is a web-based platform that provides carrier-class Interactive Voice Response (IVR) and Internet Protocol (IP) switching services over Voice Over IP (VoIP) networks. Unified CVP includes these features: • IP-based services: – Switching. Unified CVP can transfer calls over an IP network. – Takeback. Unified CVP can take back a transferred call for further IVR treatment or transfer. – IVR Services. The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service," for example. – Queuing. Calls can be "parked" on Unified CVP for prompting or music on hold, while waiting for a call center agent to be available. – Voice Enabled IVR Services. Unified CVP provides for sophisticated self-service applications, such as banking, brokerage, or airline reservations. • Compatibility with Other Cisco Call Routing and VoIP Products. Specifically, Cisco Unified Intelligent Contact Management Hosted or Cisco Unified Intelligent Contact Management Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center (IPCC). • Compatibility with the Public Switch Telephone Network (PSTN). Calls can be moved onto an IP-based network for Unified CVP treatment and then moved back out to a PSTN for further call routing to a call center. • Carrier-Class Platform. Unified CVP is a reliable, redundant, and scalable platform, which allows it to work with service provider and large enterprise networks. • Reporting. Unified CVP stores detailed call records in a reporting database using a well-documented schema. You can generate detailed and summary custom reports using presentation tools, such as, Crystal Reports. Unified CVP also provides some pre-defined Crystal Report templates. • Operations Console. A web-based console from which you can centrally operate, administer, maintain, and provision the Unified CVP solution. • Call Routing Support. Unified CVP provides call routing services for SIP (RFC 3261) and H.323 protocols. Existing customers can continue to use H.323 call services. Or, they can migrate to SIP over time. The Unified CVP solution can run as a hybrid, directing both SIP and H.323 calls until all call flows are switched over to SIP. • VoiceXML Services. Unified CVP provides a platform for developing powerful, speech-driven interactive applications accessible from any phone. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 8 Chapter 1: The Unified CVP System Using the Operations Console The VoiceXML platform includes: – The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server that dynamically drives the caller experience. – The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the rapid creation of advanced voice applications. See Also Using the Operations Console (page 9) Using the Control Center (page 17) Using the Operations Console The Operations Console is a web-based interface from which you can configure the Unified CVP components in the Unified CVP solution. You can also monitor all components in the Unified CVP solution. You can manage the following components directly from the Operations Console: • CVP Call Server • CVP Reporting Server • VXML Server • VXML Server (standalone) The Operations Console manages component configurations. It provides web-based interfaces for mapping and summarizing the solution network configuration, setting and displaying configuration information on a batch or per-node basis, and storing local copies of those configurations. The Operations Console also provides the ability to distribute Call Studio applications to VXML Servers. Finally, the Operations Console provides basic visual indications as to which managed components are functioning properly and which are having problems. Use the buttons and menus in the Operations Console to navigate through the web pages. The browser buttons are not supported. The Operations Console provides access to the following operations: • Troubleshooting - You can use Support Tools, which provides the ability to retrieve and process trace logs from most components, plus the ability to set or reset trace levels on those components. • Health Monitoring - You can use any SNMP-standard monitoring tool to get a detailed visual and tabular representation of the health of the solution network. All Unified CVP product components and most Unified CVP solution components also issue SNMP traps and Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 9 Chapter 1: - The Unified CVP System Using the Operations Console statistics which can be delivered to any standard SNMP management station or monitoring tool. • Direct administration of individual IOS-based components - Administrators can select an individual gateway, gatekeeper, or content services switch for direct administration using secure shell (ssh). Configurations which are modified in this way, or which are modified by directly accessing those components without using the Operations Server can be uploaded to the Operations Server backup and later use. You can perform the following tasks to get started with the Operations Console: • Logging in to the Operations Console (page 10) • Using the Cisco Unified Customer Voice Portal Page (page 11) • Getting Acquainted with the Operations Console Menus (page 12) • Where to Find More Information (page 15) • Logging out from the Operations Console (page 16) • Using the Control Center (page 17) Logging In to the Operations Console To log in to the Operations Console, perform the following procedure: Before You Begin If this is the first time you are logging in to the Operations Console after installing Unified CVP software, you will need the password for the default Administrator account that was created during installation. The inactivity session timeout for the Operations Console (when no activity is performed in the browser) is set to 20 minutes. If the browser is inactive for more than 20 minutes, you are required to login again. Procedure To log in to the Operations Console: Step 1 From the web browser, enter https://ServerIP:9443/oamp, where ServerIP is the IP address of the machine on which the Operations Console is installed. The main Cisco Unified Customer Voice Portal page displays. Step 2 Enter your user ID in the Username field. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 10 Chapter 1: The Unified CVP System Using the Operations Console The first time you log in after installing Unified CVP software, enter Administrator, the default user account. Step 3 In the Password field, enter your password. If you are logging in to the default Administrator account, enter the password that was set for this account during installation. If the user ID or password is invalid, the Operations server displays the message, "Invalid Username or password." Click the link, enter your user ID and password again and click OK. The main Cisco Unified Customer Voice Portal page displays. Step 4 Default security settings can prevent users from using the Operations Console. Check your security policy and, if needed, change the settings to a less restrictive level. See Also Logging Out From the Operations Console (page 16) Using the Cisco Unified Customer Voice Portal Page The main Cisco Unified Customer Voice Portal page is displayed when you log in to the Operations Console. Navigation to the entire website is provided with the menu bar at the top of the screen. The Window Header The window header, which displays at the top of each Operations Console window, contains the following fields: Window header fields: • Logged in as - Link to the user account for the user who is currently logged in. • My Account (page 12) - The name of the user who is currently logged in. • Logout (page 16) - Logs you out from the console. • About - Displays the Welcome window. See Also Getting Acquainted with the Operations Console Menus (page 12) Where to Find More Information (page 15) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 11 Chapter 1: - The Unified CVP System Using the Operations Console My Account The My Account screen displays the settings for the account of the user who is currently logged in. From this screen you can perform the following tasks: • Configuring General User Information (page 181) You can view the device pools and user groups to which you are assigned. For more information on changing these assignments, see the following topics: • Assigning a User to a Device Pool (page 182) • Assigning a User to a User Group (page 183) Getting Acquainted with the Operations Console Menu Options Use the Operations Console menu options to configure Unified CVP components and users. Note: Selecting an item from the menu bar launches the respective page. Menu Options Use To System Control Center View the status of the Cisco Unified Customer Voice Portal environment in a network control center. View the status and statistics by Device Type or Device Pools, logical groups of devices in the Cisco Unified Customer Voice Portal solution. Initiate Start, Shutdown, or Graceful Shutdown actions on devices in the control center. Device Pool Create, modify, and delete device pool names and descriptions for logical groups of devices (for example, all devices located in a geographical region). Import System Configuration Import a previously-saved Operations Console Server configuration file and apply it to the current system. Export System Configuration Save and export all configuration information for the Operations Console Server to a single file on your local computer. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 12 Chapter 1: The Unified CVP System Using the Operations Console Menu Options Use To You can later use this file to: • Configure another Operations Console Server without having to individually reconfigure each module. • Restore an Operations Console Server during disaster recovery. Device Management CVP Call Server Configure Call Server general and infrastructure settings; specify call services settings for each deployment model; associate Call Servers with device pools; apply licenses to a Call Server. CVP Reporting Server Configure Reporting Server general and infrastructure settings; associate Reporting Servers with Call Servers; specify reporting properties; associate Reporting Servers with device pools. Perform Reporting database administration: schedule database backups and purges; manage database and reporting user names and passwords; apply licenses to a Reporting Server. VXML Server Configure VXML Server general and infrastructure settings; specify primary and backup Call Servers; enable VXML Server reporting and specify VoiceXML data filters; associate VXML Servers with device pools; apply licenses and transfer scripts to a VXML Server. VXML Server (standalone) Configure VXML Server (standalone) general settings; associate VXML Server (standalone) with device pools; and apply licenses and transfer scripts to a VXML Server (standalone). Note: A VXML Server (standalone) handles calls that arrive through a VoiceXML gateway. No statistics are provided when the also you cannot configure a database to VXML Server is configured this way, and capture data from VXML Server (standalone) applications. Gatekeeper Configure Gatekeeper general settings and associate Gatekeepers with device pools; execute a subset of IOS commands; view gatekeeper statistics. Gateway Configure Gateway general settings; associate Gateways with device pools; execute a subset of IOS commands; view gateway statistics. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 13 Chapter 1: - The Unified CVP System Using the Operations Console Menu Options Use To Content Services Switch Configure CSS general settings, associate a CSS with device pools, and execute a subset of IOS commands. Note: A Content Services Switch (CSS) provides load-balancing services for servers. Speech Server Configure Speech Server general settings and associate a Speech Server with device pools. Note: A Speech Server provides speech recognition and synthesis services. Media Server Configure Media Server general settings and associate a Media Server with device pools. Note: A Media Server administers the media files that contain messages and prompts callers hear. Unified CM Configure Unified CM general settings; specify the URL to the Unified CM Device Administration page; associate the Unified CM with device pools. ICM Server Configure ICM Server general settings and associate the ICM Server with device pools. SIP Proxy Server Configure SIP Proxy Server general settings; specify the URL to the SIP Proxy Server Device Administration page; and associate the SIP Proxy Server with device pools. Device Past Configurations Review and Restore past device configurations. User Roles Create, modify, and delete user roles. Assign SuperUser, Administrator, or Read Only access privileges to roles. User Groups Create, modify, and delete user groups. Assign roles to user groups. Users Manage Unified CVP users, assign them to groups and roles. Bulk Administration File Transfer Transfer license files and script files to multiple devices at a time. SNMP V1/V2c Configure the SNMP agent that runs on the Unified CVP device to use the V1/V2 SNMP protocol to communicate with an SNMP management station; add and delete SNMP V1/V2c community strings; configure a destination to receive SNMP notifications from an SNMP management station; associate community strings with device. User Management Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 14 Chapter 1: The Unified CVP System Using the Operations Console Menu Tools Help Options Use To V3 Configure the SNMP agent that runs on the Unified CVP device to use the V3 SNMP protocol to communicate with an SNMP management station; add and delete SNMP users and set their access privileges; configure a destination to receive SNMP notifications from an SNMP management station; associate SNMP users with devices. System Group Configure the MIB2 System Group system contact and location settings; associate the MIB2 System Group with devices. SNMP Monitor Launch the SNMP Monitor application in a new browser window. Support Tools Launch the Support Tools application in a new browser window. Configure Specify the URLs that launch the SNMP Monitor and Support Tools applications. Contents Display the table of contents for the help system. This Page Display help on the current screen. About Display the version of the help system. Where to Find More Information The Operations Console Online Help describes how to use the Operations Console to configure and perform basic monitoring of the components that make up the Unified CVP solution. For design considerations and guidelines for deploying enterprise network solutions that incorporate Cisco Unified Customer Voice Portal software, refer to the Cisco Unified Customer Voice Portal Release 4.x Solution Reference Network Design (SRND) (http://www.cisco.com/en/ US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html). The following table lists the documents available in the Unified CVP documentation set. For More Information on... Refer to... The versions of software and hardware that Hardware and Software System Specification for Cisco Unified are required and compatible with the Unified Customer Voice Portal Software Release 4.1(1)1 CVP solution System requirements, features of the release, Release Notes for Cisco Unified Customer Voice Portal, Release 4.1(1)2 packaging information, limitations and restrictions, and a list of known defects Installing Unified CVP software, performing Installation and Upgrade Guide for Cisco Unified Customer Voice an initial configuration, and upgrading from Portal3 earlier versions of Unified CVP software 1) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html 2) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html 3) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 15 Chapter 1: - The Unified CVP System Using the Operations Console For More Information on... Refer to... Setting up, running, and administering the Configuration and Administration Guide for Cisco Unified Customer Unified CVP product, including associated Voice Portal4 configuration Configuring the Reporting Server and Reporting Database and using report templates to generate reports Reporting Guide for Cisco Unified Customer Voice Portal5 Isolating and solving problems in the Unified Troubleshooting Guide for Cisco Unified Customer Voice Portal6 CVP solution Using the Call Studio environment and User Guide for Cisco Unified CVP VXML Server and Cisco Unified deploying applications to the Cisco Unified Call Studio 7 CVP VXML Server Configuration options for all Say It Smart plugins Say It Smart Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio8 Building components that run on the Cisco Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified CVP VXML Server Unified Call Studio9 The ports used by Unified CVP software components. Port Utilization Guide for Cisco Unified Customer Voice Portal Software Release 4.1(1)10 You can also find additional background information on these related products and technologies: • The Cisco Security Agent for Cisco Unified Customer Voice Portal - Cisco Security Agent Installation/Deployment Guide for Cisco Unified Customer Voice Portal, Release 4.0(1) • Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet (http:// www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html) • Simple Network Management Protocol (SNMP) - http://www3.ietf.org/ • Cisco Support Tools - Cisco Support Tools User Guide for Cisco Unified Software, Release 2.1(1) Logging Out From the Operations Console To log out from the Operations Console, perform the following procedure: 4) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html 5) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html 6) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/ 7) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html 8) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html 9) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html 10) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 16 Chapter 1: The Unified CVP System Using the Control Center Procedure To log out from the Operations Console: Step 1 Click Logout in the screen header at the top of the screen. You will be logged out and the main Cisco Customer Voice Portal page displays. See Also Logging In to the Operations Console (page 10) Using the Control Center Use the control center to view and manage the devices in the Cisco Unified CVP solution from a central place. You can view the status of an individual device or all the devices that belong to a group of devices. You can also shut down and start VXML, Reporting, and Call Servers and view detailed statistics for each of these devices. You can perform the following tasks from the Control Center: • Viewing Devices by Type (page 17) • Viewing Devices by Device Pool (page 18) • Viewing Device Status (page 19) • Viewing Device Pool Statistics (page 36) • Sorting Servers by Network Up Status (page 38) • Starting a Server (page 39) • Shutting Down a Server (page 40) Viewing Devices by Type You can view groups of devices by type (for example, Call Server, Reporting Server, or Gatekeeper). Devices of the selected device type are listed in the right pane of the Control Center. Procedure To view devices by type: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 17 Chapter 1: - The Unified CVP System Using the Control Center Step 1 Choose System > Control Center. The Control Center window opens. Step 2 Select the Device Type tab. Devices types are listed in the Device Type tab. Step 3 Select the type of device to display. Only devices of the selected type are listed in the Devices tab in the right pane. See Also Starting a Server (page 39) Shutting Down a Server (page 40) Editing a Device Configuration (page 39) Viewing Device Status (page 19) Viewing Devices by Device Pool You can view groups of devices by device pool (for example, the devices in the San Jose pool). If a device belongs to more than one device pool, that device is listed in each device pool. Procedure To view devices by device pool: Step 1 Choose System > Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Step 2 Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Note: If the device list is long, use the scroll bar to move through the list. You can sort the listed devices by Hostname, IP Address, Device Type, Status, or Active Calls by clicking the desired column header. Only the devices listed on the current page are sorted. For example, if you select a Call Server device pool and sort by clicking the IP Address column header, the Call Servers displayed on the current screen are sorted by IP address. Step 3 Select the Pool Statistics tab to view aggregate statistics for Unified CVP servers, grouped by device pool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 18 Chapter 1: The Unified CVP System Using the Control Center Step 4 Select the desired refresh interval from the Refresh drop-down menu. By default, pool statistics are not refreshed. Step 5 Click on an individual device in a device pool to display or edit the device configuration. See Also Starting a Server (page 39) Shutting Down a Server (page 40) Editing a Device Configuration (page 39) Viewing Device Status (page 19) Viewing Device Status You can view the devices in a particular device pool by choosing Control Center from the System menu and then selecting the Device Pool tab and choosing a device pool. You can also view a particular type of device by selecting the Device Type tab and choosing a device type. You can refresh the device status by clicking Refresh. The status for the selected devices is displayed in the General tab. The status of IOS devices, Unified CM, ICM servers, and SIP proxy servers is listed as N/A (Not Applicable) because the Operations Console does not monitor these devices. The following table describes the device status fields: Table 1: Device Status Fields in the Control Center Field Description Hostname The hostname assigned to the device. IP Address IP address for the server. Device Type The category of the device, for example: Call Servers, Reporting Servers, or VXML Servers. Actions Icons that indicate operations that you can perform on a selected device. Not all actions are available for all devices. Available actions include: • Statistics - Data on current activities and activities that occur during an interval. • Unapplied Changes - Indicates that configuration changes that have been saved to the Operations Console database have never been applied to the device. • Link to an External Administration Page - Displays a web-based administration page from which you can administer a server. Available for Unified CM, SIP proxy servers, and ICM Servers. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 19 Chapter 1: - The Unified CVP System Using the Control Center Field Description Status The current operating status for a selected device. Call Servers, Reporting Servers, and VXML Servers can report one of the following statuses. Device Status • Up - The Device is up and running. If the device is a Call Server, all services are running and report a running status. • Down - Device is not running. If the device is a Call Server, all services have not reported a running status. In the case of an IOS device, the device did not respond to a ping. • Partial - Call Servers can report partial status, which means that at least one of the services is down. Reporting Server also indicate a partial status, if the reporting data buffer file is full, and all new messages are written in memory in a buffer queue. Click on this status to view a tool tip describing the problem. If the device status is Partial, the status of the individual services are shown in the Partial state Details. Partial state includes: – Disabled - The service has not been configured. – Starting - The service is starting. – In Service- The service is running. – In Service: Warning Threshold Reached - The service is running and the warning threshold has been reached. – In Service: Critical Threshold Reached - The service is running and the critical threshold has been reached. – Partial Service - The service has been configured and started, but is not running at full service. Common reasons are: waiting on dependency (IVR and SIP wait for ICM to connect to the VRU PIM), not licensed, license usage critical. – Stopping - The service is stopping. – Stopped - The service is not running. – Unreachable - The Operations Console cannot connect to the device or the device has an invalid configuration. A device configuration can become invalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. • Not Reachable - The device is unreachable. This could be the result of a network error, for example, a disable gateway. Active Calls The number of currently active calls for Call Servers, VXML Server, and VXML Server (standalone). Active calls do not apply to Unified CM, ICM servers, Speech servers, or SIP proxy servers. Active calls are reported only for devices that are in the Up state. For VXML Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 20 Chapter 1: The Unified CVP System Using the Control Center Field Description Servers, active calls are only reported whena VoiceXML application containing a RegICMLabel element is deployed on the VXML Server. If the Call Studio application does not contain a ReqICMLabel element, you must enable data feed logging on the VXML Server. Refer to the User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio for more information on configuring data feed logging in the Call Studio environment. Viewing Device Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. Procedure To view device statistics: Step 1 Choose System > Control Center. Step 2 From the Device Type tab in the left pane, choose the type of device for which you want to view statistics. Devices of the selected type are displayed in the General tab in the right pane. Step 3 From the General tab, select a device by checking the radio button preceding it. Step 4 Select Statistics either in the Actions column or in the toolbar. Statistics for the selected device are reported in a new statistics result window. All event statistics, except gatekeeper and gateway statistics, are sent to an SNMP manager, if one is configured. You can configure event statistics by editing the Log Messages XML File (page 110) on the server. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. See Also Infrastructure Statistics (page 22) ICM Service Call Statistics (page 25) IVR Service Call Statistics (page 27) SIP Service Call Statistics (page 29) Gatekeeper Statistics (page 31) Gateway Statistics (page 32) VXML Server Statistics (page 33) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 21 Chapter 1: - The Unified CVP System Using the Control Center Reporting Statistics (page 35) Viewing Infrastructure Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. Procedure To view infrastructure statistics: Step 1 Choose System > Control Center. Step 2 Select the Device Type tab. Step 3 Choose the type of device for which you want infrastructure statistics. Devices of the selected type are listed in the right pane in the General tab. Step 4 Select the device by checking the radio button preceding it. Step 5 Select Statistics in the toolbar. Step 6 Select the Infrastructure tab. Statistics for the selected device are reported in a new window. All event statistics, except gatekeeper and gateway statistics, are sent to an SNMP manager, if one is configured. You can configure event statistics by editing the Log Messages XML File on the server. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. See Also Infrastructure Statistics (page 22) Editing the Log Messages XML File (page 110) Infrastructure Statistics Unified CVP infrastructure statistics include realtime and interval data on the Java Virtual Machine (JVM), threading, and Licensing. You can access these statistics by choosing Control Center from the System menu and then selecting a device. See Viewing Infrastructure Statistics (page 22) for more information. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 22 Chapter 1: The Unified CVP System Using the Control Center Access infrastructure statistics either by: • Choosing System > Control Center, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab. • Selecting a device type from the Device Management menu, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab. The following table describes Licensing statistics. Table 2: Licensing Statistics Statistic Description Realtime Statistics Port Licenses Available The number of port licenses available for the processing of new calls. Exactly one port license is used per call, independent of the call's traversal through the individual call server services. Current Port Licenses in Use The number of port licenses currently in use on the call server. Exactly one port license is used per call, independent of the call's traversal of the individual call server services. Current Port Licenses State The threshold level of port license usage. There are four levels: safe, warning, critical and failure. An administrator may set the required percentage of port licenses in use needed to reach a given threshold level, with the exception of the failure level which is reached when the number of ports checked out is equal to the total number of licenses ports. Interval Statistics Start Time The time the system started collecting statistics for the current interval. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Interval Duration The interval at which statistics are collected. The default value is 30 minutes. Total New Port License Requests The number of port license checkout requests made in the current interval. For each port license checkout request, whether it checks out new port license or not, this metric is increased by one. Average License Requests/Minute The average number of port license checkout requests made per minute in the current interval. This metric is calculated by dividing the port license requests metric by the number of minutes elapsed in the current interval. Maximum Port Licenses Used The maximum number of port licenses used during this time interval. Aggregate Statistics Start Time The time the service started collecting statistics. Duration Elapsed The amount of time that has elapsed since the service start time. Total New Port License Requests The number of port license checkout requests made since the system was started. For each port license checkout request, whether it checks out new port license or not, this metric is increased by one. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 23 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description Average License Requests /Minute The average number of port license checkout requests made per minute since the system was started. This metric is calculated by dividing the aggregate port license requests metric by the number of minutes elapsed since the system was started. Peak Port Licenses Used The peak number of simultaneous port licenses used since the start of the system. When a port checkout occurs, this metric is set to the current port licenses in use metric if that value is greater than this metric's current peak value. Total Denied Port License Requests The number of port license checkout requests that were denied since the start of the system. The only reason a port license checkout request would be denied is if the number of port licenses checked out at the time of the request is equal to the total number of port license available. When a port license checkout is denied, the call does not receive regular treatment (the caller may hear a busy tone or an error message). The following table describes thread pool system statistics. The thread pool is a cache of threads, used by Unified CVP components only, for processing of relatively short tasks. Using a thread pool eliminates the waste of resources encountered when rapidly creating and destroying threads for these types of tasks. Table 3: Thread Pool Realtime Statistics Statistic Description Realtime Statistics Idle Threads The number of idle threads waiting for some work. Running Threads The number of running thread pool threads currently processing some work. Core Threads The number of thread pool threads that will never be destroyed no matter how long they remain idle. Maximum Threads The maximum number thread pool threads that will ever exist simultaneously. Peak Threads Used The peak number of thread pool threads ever simultaneously tasked with some work to process. The following table describes Java Virtual Machine statistics. Table 4: Java Virtual Machine (JVM) Realtime Statistics Statistic Description Realtime Statistics Peak Memory Usage The greatest amount of memory used by the Java Virtual machine since startup. The number reported is in megabytes and indicates the peak amount of memory ever used simultaneously by this Java Virtual Machine. Current Memory Usage The current number of bytes of memory used by the Java Virtual Machine. Total Memory The total amount of memory in megabytes available to the Java Virtual Machine. The number reported is in bytes and indicates the how much system memory is available for use by the Java Virtual Machine. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 24 Chapter 1: The Unified CVP System Using the Control Center Statistic Description Available Memory The amount of available memory in the Java Virtual Machine. The number reported is in bytes and indicates how much of the current system memory claimed by the Java Virtual Machine is not currently being used. Threads in Use The number of threads currently in use in the Java Virtual Machine. This number includes all of the Unified CVP standalone and thread pool threads as well as those threads created by the Web Application Server running within the same JVM. Peak Threads in Use The greatest amount of threads ever used simultaneously in the Java Virtual Machine since startup. The peak number of threads ever used by the Java Virtual Machine includes all Unified CVP standalone and thread pool threads as well as threads created by the Web Application Server running within the same JVM. Uptime The length of time that the Java Virtual Machine has been running. This time is measured in hh:mm:ss and shows the amount of elapsed time since the Java Virtual Machine process began executing. ICM Service Call Statistics The ICM Service call statistics include data on calls currently being processed by the ICM service, new calls received during a specified interval, and total calls processed since start time. You can access these statistics by selecting the CVP Call Server from the Device Management menu, selecting a Call Server, and then selecting the Statistics icon. Access ICM Service statistics either by: • Choosing System > Control Center, selecting a CVP Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab. • Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab. The following table describes ICM Service call statistics. Table 5: ICM Service Call Statistics Statistic Description Realtime Statistics Active Calls The current number of calls being serviced by the ICM Server for a Unified CVP Call Server. This value represents a count of calls currently being serviced by the ICM for the Unified CVP Call Server for follow-on routing to a Contact Center agent. Active SIP Call Legs The ICM Server can accept Voice over IP (VoIP) calls that originate using either the Session Initiation Protocol (SIP) or H.323 protocol. Active SIP Call Legs indicates the current number of calls received by the ICM Server from the Unified CVP Call Server using the SIP protocol. Active H.323 Call Legs The ICM Server can accept Voice over IP (VoIP) calls that originate using either the Session Initiation Protocol (SIP) or H.323 protocol. Active H.323 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 25 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description Call Legs indicates the current number of calls received by the ICM Server from the Unified CVP Call Server using the H.323 protocol. Active VRU Call Legs The current number of calls receiving Voice Response Unit (VRU) treatment from the ICM Server. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED) or Speech Recognition Techniques to understand the customer request. Active ICM Lookup Requests Calls originating from an external VXML Server need call routing instructions from the ICM Server. Active Lookup Requests indicates the current number of external VXML Server call routing requests sent to the ICM Server. Interval Statistics Start Time The time at which the current interval has begun. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Interval Duration The interval at which statistics are collected. The default value is 30 minutes. New Calls The number of new calls received by the Intelligent Contact Management (ICM) application for follow-on Voice Response Unit (VRU) treatment and routing to a Contact Center agent during the current interval. SIP Call Legs The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP) or H.323 Protocol. Interval SIP Call Legs is an interval specific snapshot metric indicating the number of calls received by the ICM application via SIP during the current interval. H.323 Call Legs The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP) or H.323 Protocol. Interval H.323 Call Legs is an interval specific snapshot metric indicating the number of calls received by the ICM application via the H.323 protocol during the current interval. VRU Call Legs The number of calls receiving Voice Response Unit (VRU) treatment from the Intelligent Contact Management (ICM) application. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED) or speech recognition techniques to understand the customer request during the current interval. ICM Lookup Requests Calls originating in an external VXML Server need call routing instructions from the Intelligent Contact Management (ICM) application. Interval Lookup Requests is an interval specific metric indicating the number of external VXML Server call routing requests sent to the ICM application during the current interval. Aggregate Statistics Start Time The time the service started collecting statistics. Duration Elapsed The amount of time that has elapsed since the service start time. Total Calls The total number of new calls received by the Intelligent Contact Management (ICM) application for follow-on Voice Response Unit (VRU) treatment and routing to a Contact Center agent since system start time. Total SIP Call Legs The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 26 Chapter 1: The Unified CVP System Using the Control Center Statistic Description Protocol (SIP) or H.323 Protocol. Total SIP Switch Legs is a metric indicating the total number of calls received by the ICM application via SIP since system start time. Total H.323 Call Legs The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP) or H.323 Protocol. Total H.323 Switch Legs is a metric indicating the total number of calls received by the ICM application via the H.323 protocol since system start time. Total VRU Call Legs The total number of calls that have received Voice Response Unit (VRU) treatment from the Intelligent Contact Management (ICM) application since system start time. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED) or Speech Recognition Techniques to understand the customer request. Total ICM Lookup Requests Calls originating in an external VXML Server need call routing instructions from the Intelligent Contact Management (ICM) application. Total Lookup Requests is a metric indicating the total number of external VXML Server call routing requests sent to the ICM application since system start time. IVR Service Call Statistics The IVR service call statistics include data on calls currently being processed by the IVR service, new calls received during a specified interval, and total calls processed since the IVR service started. You can access these statistics by selecting the CVP Call Server from the Device Management menu, selecting a Call Server, and then selecting the Statistics icon. Access IVR Service statistics either by: • Choosing System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the IVR tab. • Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the IVR tab. The following table describes the IVR Service call statistics. Table 6: IVR Service Call Statistics Statistic Description Realtime Call Statistics Active Calls Number of active calls being serviced by the IVR service. Active HTTP Requests1 Number of active HTTP requests being serviced by the IVR service. Interval Statistics Start Time 1) The time the system started collecting statistics for the current interval. HTTP sessions are the number of HTTP requests currently being processed by the IVR SS. This # will be different than the # of calls being processed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 27 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Interval Duration The interval at which statistics are collected. The default value is 30 minutes. Peak Active Calls Maximum number of active calls handled by the IVR service at the same time during this interval. New Calls New Calls is a metric that counts the number of New Call requests received from the IOS Gateway or the CVP H323 Service. A New Call includes the Switch leg of the call and the IVR leg of the call. This metric counts the total number of New Call Requests received by the IVR Service during this interval. Calls Finished A Call is a metric that represents the Switch leg the CVP call and the IVR leg of the CVP call. When both legs of the call are finished, this metric will increase. Calls Finished is a metric that counts the number of CVP Calls that have finished during this interval. Average Call Latency The average amount of time in milliseconds it took the IVR Service to process a New Call or Call Result Request during this interval. Maximum Call Latency The maximum amount of time in milliseconds it has taken for the IVR Service to complete the processing of a New Call Request or a Request Instruction Request during this time interval. Minimum Call Latency The minimum amount of time in milliseconds it took for the IVR Service to complete the processing of a New Call Request or a Request Instruction Request during this time interval. Peak Active HTTP Requests Active HTTP Requests is a metric that indicates the current number of simultaneous HTTP requests being processed by the IVR Service. Peak Active Requests is a metric that represents the maximum simultaneous HTTP requests being processed by the IVR Service during this time interval. Total HTTP Requests The total number of HTTP Requests received from a client by the IVR Service during this time interval. Average HTTP Requests/second The average number of HTTP Requests the IVR Service receives per second during this time interval. Peak Active HTTP Requests/second HTTP Requests per Second is a metric that represents the number of HTTP Requests the IVR Service receives each second from all clients. Peak HTTP Requests per Second is the maximum number of HTTP Requests that were processed by the IVR Service in any given second. This is also known as high water marking. Aggregate Statistics Start Time The time the service started collecting statistics. Duration Elapsed The amount of time that has elapsed since the service start time. Total New Calls New Calls is a metric that counts the number of New Call requests received from the IOS Gateway or the H.323 Service. A New Call includes the Switch leg of the call and the IVR leg of the call. Total Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 28 Chapter 1: The Unified CVP System Using the Control Center Statistic Description New Calls is a metric that represents the total number of new calls received by the IVR Service since system startup. Peak Active Calls The maximum number of simultaneous calls processed by the IVR Service since the service started. Total HTTP Requests Total HTTP Requests is a metric that represents the total number of HTTP Requests received from all clients. This metric is the total number of HTTP Requests received by the IVR Service since system startup. Peak Active HTTP Requests Active HTTP Requests is a metric that indicates the current number of simultaneous HTTP requests processed by the IVR Service. Maximum number of active HTTP requests processed at the same time since the IVR service started. This is also known as high water marking. SIP Service Call Statistics The SIP service call statistics include data on calls currently being processed by the SIP service, new calls received during a specified interval, and total calls processed since the SIP service started. Access SIP Service statistics either by: • Choosing System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the SIP tab. • Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the SIP tab. See Viewing Device Statistics (page 21) for more information. The following table describes the SIP Service call statistics. Table 7: SIP Service Call Statistics Statistic Description Realtime Statistics Active Calls A real time snapshot metric indicating the count of the number of current calls being handled by the SIP service. This value does not include H.323 calls. Total Call Legs The total number of SIP call legs being handled by the SIP service. A call leg is also known as a SIP dialog. The metric includes incoming, outgoing and ringtone type call legs. For each active call in the SIP service, there will be an incoming call leg, and an outgoing call leg to the destination of the transfer label. Interval Statistics Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 29 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description Start Time The time the system started collecting statistics for the current interval. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Interval Duration The interval at which statistics are collected. The default value is 30 minutes. New Calls The number of SIP Invite messages received by Unified CVP in the current interval. It includes the failed calls as well as calls rejected due to the SIP service being out of service. Connects Received The number of CONNECT messages received by SIP service in order to perform a call Transfer, in the last statistics aggregation interval. Connects Received includes the regular Unified CVP transfers as well as Refer transfers. Any label coming from the ICM service is considered a CONNECT message, whether it is a label to send to the VRU or a label to transfer to an agent. Avg Latency Connect to Answer The period of time between the CONNECT from ICM and when the call is answered. The metric includes the average latency computation for all the calls that have been answered in the last statistics aggregation interval. Failed SIP Transfers (Pre-Dialog) The total number of failed SIP transfers since system start time. When Unified CVP attempts to make a transfer to the first destination of the call, it sends the initial INVITE request to set up the caller with the ICM routed destination label. The metric does not include rejections due to the SIP Service not running. The metric includes failed transfers that were made after a label was returned from the ICM Server in a CONNECT message. Failed SIP Transfers (Post-Dialog) The number of failed re-invite requests on either the inbound or outbound legs of the call during the interval. After a SIP dialog is established, re-INVITE messages are used to perform transfers. Re-invite requests can originate from the endpoints or else be initiated by a Unified CVP transfer from the Unified ICME script. This counter includes failures for both kinds of re-invite requests. Aggregate Statistics Start Time The time the service started collecting statistics. Duration Elapsed The amount of time that has elapsed since the service start time. Total New Calls The number of SIP Invite messages received by Unified CVP since system start time. It includes the failed calls as well as calls rejected due to the SIP service being out of service. Connects Received The number of CONNECT messages received by SIP service in order to perform a Unified CVP Transfer, since system start time. Connects Received includes the regular Unified CVP transfers as well as Refer transfers. Any label coming from the ICM service is considered a CONNECT message, whether it is a label to send to the VRU or a label to transfer to an agent. Avg Latency Connect to Answer The period of time between the CONNECT from ICM and when the call is answered. The metric includes the average latency computation for all the calls that have been answered since system start up time. Failed SIP Transfers (Pre-Dialog) The total number of failed transfers on the first CVP transfer since system start time. A SIP dialog is established after the first CVP transfer is completed. The metric does not include rejections due to SIP being out of Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 30 Chapter 1: The Unified CVP System Using the Control Center Statistic Description service. The metric includes failed transfers that were made after a label was returned from the ICM in a CONNECT message. Failed SIP Transfers (Post-Dialog) The number of failed re-invite requests on either the inbound or outbound legs of the call since start time. After a SIP dialog is established, re-INVITE messages are used to perform transfers. Re-invite requests can originate from the endpoints or else be initiated by a Unified CVP transfer from the Unified ICME script. This counter includes failures for both kinds of re-invite requests. Gatekeeper Statistics Gatekeeper statistics include the number of active calls, available memory, CPU utilization and performance data. Procedure To get gatekeeper statistics: Step 1 Choose System > Control Center. Step 2 Select the Device Type tab in the left pane, then select gatekeepers. Gatekeepers are listed in the right pane. Step 3 Select the gatekeeper by clicking on its link under the Hostname column. the Edit Gatekeeper Configuration window opens. Step 4 Select the Statistics icon in the toolbar. See Also Viewing Device Statistics (page 21) Gatekeeper Statistics The following table describes gatekeeper statistics. Table 8: Gatekeeper Statistics Statistic Description Active Calls Number of currently active calls handled by the gatekeeper. Free Memory Free memory, for example: Processor memory free: 82% Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 31 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description I/O memory free: 79% CPU Utilization CPU utilization, for example: CPU utilization for five seconds: 3%/3%; one minute: 3%; five minutes: 4% Performance Statistics Admission levels. See the Gateway Performance Statistics Example. (page 32) Gateway Performance Statistics Example Gatekeeper Level Admission Statistics: ARQs received: 5635885 ARQs received from originating endpoints: 2663162 ACFs sent: 5635884 ACFs sent to the originating endpoint: 2663162 ARJs sent: 1 ARJs sent to the originating endpoint: 0 ARJs sent due to overload: 0 ARJs sent due to ARQ access-list denial: 0 Number of concurrent calls: 280 Number of concurrent originating calls: 140 Gatekeeper level Registration Statistics: RRJ due to overload: 0 Total Registered Endpoints: 37 Gateway Statistics Gateway statistics include the number of active calls, available memory, and CPU utilization. Procedure To get gateway statistics: Step 1 Choose System > Control Center. Step 2 Select the Device Type tab in the left pane, then select gateways. Gateways are listed in the right pane. Step 3 Select the gateway by clicking on its link under the Hostname column. the Edit Gateway Configuration window opens. Step 4 Select the Statistics icon in the toolbar. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 32 Chapter 1: The Unified CVP System Using the Control Center See Also Viewing Device Statistics (page 21) Gateway Statistics The following table describes gateway statistics. Statistic Description Active Calls Number of currently active calls handled by the gateway. For example, Total call-legs: 0 no active calls Free Memory Free memory, for example: Processor memory free: 82% I/O memory free: 79% CPU Utilization CPU utilization, for example: CPU utilization for five seconds: 3%/3%; one minute: 3%; five minutes: 4% VXML Server Statistics The Operations Console displays realtime, interval, and aggregate VXML Server statistics. Access VXML Server statistics either by: • Choosing System > Control Center, selecting a VXML Server, and then clicking the Statistics icon in the toolbar. • Choosing Device Management > VXML Server, selecting a VXML Server, and then clicking the Statistics icon in the toolbar. Table 9: VXML Server Statistics The following table describes the statistics reported by the VXML Server. Statistic Description Real Time Statistics Active Sessions The number of current sessions being handled by the VXML Server. Active ICM Lookup Requests The number of current ICM requests being handled by the VXML Server. Interval Statistics Start Time The time at which the current interval has begun. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 33 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description Interval Duration The interval at which statistics are collected. The default value is 30 minutes. Sessions The total number of sessions in the VXML Server in the current interval. Reporting Events The number of events sent to the Reporting Server from the VXML Server in the current interval. ICM Lookup Requests The number of requests from the VXML Server to the ICM Service in the current interval. ICM Lookup Responses The number of responses to both failed and successful ICM Lookup Requests that the ICM Service has sent to the VXML Server in the current interval. In the case that multiple response messages are sent back to the VXML Server to a single request, this metric will increment per response message from the ICM Service. ICM Lookup Successes The number of successful requests from the VXML Server to the ICM Service in the current interval. ICMLookupFailures The number of requests from the VXML Server to the ICM Service in the current interval. This metric will be incremented in the case an ICM failed message was received or in the case the VXML Server generates the failed message. Aggregate Statistics Start Time The time at which the current interval has begun. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Total Sessions The total number of sessions in the VXML Server since startup. Total Reporting Events The total number of reporting events sent from the VXML Server since startup. Total ICM Lookup Requests The total number of requests from the VXML Server to the ICM Service. For each ICM lookup request, whether the request succeeded or failed, this metric will be increased by one. Total ICM Lookup Responses The total number of responses the ICM Service has sent to the VXML Server since startup. For each ICM lookup response, whether the response is to a succeeded or failed request, this metric will be increased by one. In the case that multiple response messages are sent back to the VXML Server to a single request, this metric will increment per response message from the ICM Service. Total ICM Lookup Success The total number of requests from the VXML Server to the ICM Service since startup. For each ICM lookup request that succeeded, this metric will be increased by one. Total ICM Lookup Failures The total number of requests from the VXML Server to the ICM Service since startup. For each ICM lookup request that failed, this metric will be increased by one. This metric will be incremented in the case an ICM failed message was received or in the case the VXML Server generates a failed message. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 34 Chapter 1: The Unified CVP System Using the Control Center See Also Viewing Infrastructure Statistics (page 22) Viewing Device Statistics (page 21) Reporting Server Statistics Reporting Server statistics include the total number of events received from the IVR, SIP, and VoiceXML services. Access Reporting Server statistics either by: • Choosing System > Control Center, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar. • Choosing Device Management > CVP Reporting Server, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar. The following table describes the Reporting Server statistics. Table 10: Reporting Server Statistics Statistic Description Interval Statistics Start Time The time the system started collecting statistics for the current interval. Duration Elapsed The amount of time that has elapsed since the start time in the current interval. Interval Duration The interval at which statistics are collected. The default value is 30 minutes. VXML Events Received The total number of reporting events received from the VoiceXML Service during this interval. For each reporting event received from the VoiceXML Service, this metric will be increased by one. SIP Events Received The total number of reporting events received from the SIP Service during this interval. For each reporting event received from the SIP Service, this metric will be increased by one. IVR Events Received The total number of reporting events received from the IVR service in the interval. For each reporting event received from the IVR service, this metric will be increased by one. Database Writes The total number of writes to the database made by the Reporting server during the interval. For each write to the database by the Reporting server, this metric will be increased by one. Aggregate Statistics Start Time The time the service started collecting statistics. Duration Elapsed The amount of time that has elapsed since the service start time. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 35 Chapter 1: - The Unified CVP System Using the Control Center Statistic Description VXML Events Received The total number of reporting events received from the VoiceXML Service since the service started. For each reporting event received from the VoiceXML Service, this metric will be increased by one. SIP Events Received The total number of reporting events received from the SIP Service since the service started. For each reporting event received from the SIP Service, this metric will be increased by one. IVR Events Received The total number of reporting events received from the IVR Service since the service started. For each reporting event received from the IVR Service, this metric will be increased by one. Database Writes The total number of writes to the database made by the Reporting server during since startup. For each write to the database by the Reporting server, this metric will be increased by one. See Also Viewing Infrastructure Statistics (page 22) Viewing Pool Statistics Device Pool statistics summarize the statistics for the devices that belong to the currently selected device pool. To get status on an individual device, click the icon for statistics in the Action column next to the device. Alternatively, select a device and click the Statistics icon on the Control Center menu. Procedure To view device pool statistics: Step 1 Choose System > Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Step 2 Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Step 3 Select the Pool Statistics tab in the right pane. Step 4 Click Refresh to update the data. The first time you view this screen, no data is available so the fields display a dash (-). Step 5 The updated statistics for the devices in the selected pool are displayed in the Pool Statistics tab in the right pane. Refer to the Pool Statistics Tab (page 37) topic for a description of this tab. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 36 Chapter 1: The Unified CVP System Using the Control Center Sorting Servers by Active Calls You can sort the servers listed in the General tab of the Control Center by the number of active calls. Procedure To sort servers by active calls: Step 1 Select System >Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Step 2 Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Step 3 In the General tab, click on the Active Calls column heading. Click on the up arrow to sort active calls in ascending order. Click the down arrow to sort active calls in descending order. The servers listed on the current screen are sorted by the number of currently active calls. Pool Statistics Tab Device pool statistics report data on the devices contained within a device pool as described in the following table. Table 11: Pool Statistics Field Description Number of Servers in Different States Server Type Unified CVP servers include: Call Servers, VXML Servers, VXML Servers (standalone), Video Media Servers, and Reporting Servers. Total Devices Total number of devices for each server type. Up Number of servers of each type that are up and running. Down Number of servers of each type that have down status. Partial Number of servers of each type that have partial status. Not Reachable Number of servers of each type that have an Unreachable status. Percentage of Servers in Different States Server Type Unified CVP servers include: Call Servers, VXML Servers, VXML Servers (standalone), Video Media Servers, and Reporting Servers. Total Devices Total number of devices for each server type. Up Percentage of servers of each type that are up and running. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 37 Chapter 1: - The Unified CVP System Using the Control Center Field Description Down Percentage of servers of each type that have down status. Partial Percentage of servers of each type that have partial status. Not Reachable Percentage of servers of each type that have an Unreachable status. Sorting Servers by Network Status You can sort the servers listed in the General tab of the Control Center by their network status (up, down, partial, unreachable). Procedure To sort servers by network up status: Step 1 Choose System > Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Step 2 Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Step 3 In the General tab, click on the Status column heading. Click on the up arrow to sort network status in ascending order. Click the down arrow to sort network status in descending order. Sorting Servers by IP Address You can sort the servers listed in the General tab of the Control Center by their IP addresses. Procedure To sort servers by IP address: Step 1 Choose System >Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Step 2 Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Step 3 In the General tab, click on the IP Address column heading. Click on the up arrow to sort IP address in ascending order. Click the down arrow to sort IP address in descending order. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 38 Chapter 1: The Unified CVP System Using the Control Center The servers listed on the current screen are sorted in ascending sequence by IP address. Editing a Device Configuration You can edit the configuration of a device that has been added to the Operations Console. Procedure To edit the configuration of a device: Step 1 Choose System > Control Center. The Control Center window opens to the General tab. Step 2 From the General tab, select the device by clicking on its name in the device list or selecting the radio button preceding it and clicking Edit in the Toolbar. The configuration screen for the selected device is displayed. Starting a Server You can start a Call Server, Reporting Server, or VXML Server from the Control Center. Procedure To start a server: Step 1 Choose System > Control Center. The Control Center window opens to the General tab. Step 2 Select the Call Server, Reporting Server, or VXML Server to restart by clicking the radio button next to the server. Step 3 Click Start. The selected server will be started, and its status shown in the Devices tab in the right pane of the Control Center window. Note: By default device status is not refreshed. To set a refresh interval, select the desired interval from the Refresh drop-down menu. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 39 Chapter 1: - The Unified CVP System Using Device Pools Shutting Down a Server You can shut down a Call Server, Reporting Server, or VXML Server from the Control Center. A server can be either shut down immediately or gracefully. In a graceful shutdown, running processes are stopped before shutting down the machine. Caution: Shutting down the Unified CVP Call Server immediately drops existing calls. Use graceful shutdown from the Operations Console, if the Call Server needs to be stopped after existing calls end normally. Procedure To shut down a server: Step 1 Choose System > Control Center. The Control Center window opens to the General tab. Step 2 Select the Call Server, Reporting Server, or VXML Server to shut down by clicking the radio button next to the server. Step 3 To shut down a server immediately, click Shutdown. To shut down a server gracefully, click Graceful Shutdown. The selected server will be shut down, and its status shown as Down in the Devices tab in the right pane of the Control Center window. Note: Graceful Shutdown is not supported by VXML Server. Using Device Pools A device pool is a logical group of devices. Device pools provide a convenient way to define a set of common characteristics that can be assigned to devices, for example, the region in which the devices are located. You can create device pools and assign devices to the device pools you created. Every device you create is automatically assigned to a default device pool, which you can never remove from the selected device pool list. The Administrator account is automatically assigned to the default device pool, which ensures that the Administrator can view and manage all devices. You cannot remove the Administrator from the default device pool. When you create a user account, you can assign the user to one or more device pools, which allows the user to view the devices in that pool from the Control Center. Subsequently, you can remove the user from any associated device pools, which prevents that user from viewing the pool devices in the Control Center. Removing a user from the default device pool prevents the user from viewing all devices. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 40 Chapter 1: The Unified CVP System Using Device Pools You can perform the following tasks using device pools: • Adding a Device Pool (page 41) • Editing a Device Pool (page 41) • Deleting a Device Pool (page 42) • Adding or Removing a Device from a Device Pool (page 43) • Finding a Device Pool (page 44) Adding a Device Pool This section describes how to add a device pool to the Operations Console. Procedure To add a device pool to the Operations Console: Step 1 Choose System > Device Pool. The Find, Add, Edit, Delete Device Pools window opens. Step 2 Click Add New. Step 3 In the General tab, fill in a unique name for the device pool and add a description. Note: Device pool names must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash. Step 4 Click Save to save the device pool. See Also Using Device Pools (page 40) Deleting a Device Pool (page 42) Editing a Device Pool (page 41) Adding or Removing a Device to a Device Pool (page 43) Finding a Device Pool (page 44) Editing a Device Pool You can change the name and description of any device pool, except the default device pool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 41 Chapter 1: - The Unified CVP System Using Device Pools Procedure To edit a device pool: Step 1 Choose System > Device Pool. The Find, Add, Delete, Edit Device Pools window opens. Step 2 Select the device pool by clicking on its name in the device pool list or selecting the radio button preceding it and clicking Edit. The Edit Device Pool Configuration window opens to the General tab. Step 3 You can change the description. You cannot change the name of a device pool. Step 4 Click Save. See Also Using Device Pools (page 40) Deleting a Device Pool (page 42) Adding a Device Pool (page 41) Adding or Removing a Device to a Device Pool (page 43) Finding a Device Pool (page 44) Deleting a Device Pool This section describes how to delete a device pool from the Operations Console. Procedure To delete a device pool: Step 1 Choose System > Device Pool. The Find, Add, Edit, Delete Device Pools window displays. Step 2 Find the device pool by using the procedure in the Finding a Device Pool topic. Step 3 From the list of matching records, choose the device pool that you want to delete. Step 4 Click Delete. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 42 Chapter 1: The Unified CVP System Using Device Pools Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Using Device Pools (page 40) Editing a Device Pool (page 41) Adding a Device Pool (page 41) Adding or Removing a Device to a Device Pool (page 43) Finding a Device Pool (page 44) Adding or Removing a Device from a Device Pool Procedure To add or remove a device from a device pool: Step 1 From the Device Management menu, choose the type of device you want to add to a device pool. For example, to add a Call Server to a device pool, select CVP Call Server from the menu. A window listing known devices of the type you selected displays. For example, if you selected Call Server, known CVP Call Servers are listed. Step 2 Select the device pool by clicking on its name in the device pool list or by selecting the radio button preceding it and clicking Edit. Step 3 Select the Device Pool tab. Step 4 To add a device to a device pool, select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane. Step 5 To remove a device from a device pool, select the device pool from the Selected pane, and then click the left arrow to move the device pool to the Available pane. Step 6 Click Save to save the changes to the Operations Console database. Some edit device screens have an Apply button. Click Apply to copy the configuration to the device. See Also Using Device Pools (page 40) Editing a Device Pool (page 41) Adding a Device Pool (page 41) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 43 Chapter 1: - The Unified CVP System Using Device Pools Adding or Removing a Device to a Device Pool (page 43) Finding a Device Pool (page 44) Finding a Device Pool Because you might have several device pools in your network, the Operations Console lets you locate specific device pools on the basis of specific criteria. Use the following procedure to locate device pools. Procedure To find a device pool: Step 1 Choose System > Device Pool. Find, Add, Delete, Edit Device Pools window lists the available device pools 10 at a time, sorted by name. Step 2 If the list is long, click Next to view the next group of available device pools. Step 3 If you know the name of a particular device pool, enter the name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Name • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 44 Chapter 1: The Unified CVP System Importing an Operations Console Configuration See Also Using Device Pools (page 40) Adding a Device Pool (page 41) Deleting a Device Pool (page 42) Editing a Device Pool (page 41) Adding or removing a device from a Device Pool (page 43) Importing an Operations Console Configuration In the event of disaster recover, you can import an Operations Console configuration and apply a previously saved configuration. Procedure To import an Operations Console configuration: Step 1 Step 2 Stop the Cisco CVP Resource Manager Windows Service: a. Choose Start > All Programs > Administrative Tools > Services. b. Open Services. c. Select Cisco CVP Resource Manager. d. Select Stop. Choose System > Import System Configuration. The Import System Configuration window displays. Step 3 If you know the file name, enter it in the Enter Configuration File text box. Otherwise, click Browse to and search for the configuration to import. Step 4 Click Import. Step 5 Restart the Cisco CVP OPSConsoleServer and Cisco CVP Resource Manager Windows Services on the machine and the log in to the Operations Console again: a. Choose Start > All Programs > Administrative Tools > Services. b. Open Services. c. Select Cisco CVP OPSConsoleServer. d. Select Restart. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 45 Chapter 1: - The Unified CVP System Exporting an Operations Console Configuration e. Select Cisco CVP Resource Manager. f. Select Restart. Note: All data in the Operations Console that is importing the configuration will be lost and replaced with the imported data. See Also Exporting an Operations Console Configuration (page 46) Exporting an Operations Console Configuration Using Export System Configuration on the System menu, you can save and export all the configurations of the Operations Console to a single file on your local computer. This file can later be used to configure another Operations Console without having to individually reconfigure each module. You should export the database on a regular basis and when you make major configuration changes to a device. All Operations Console configuration data is exported, except for any files you have uploaded, including licenses and application scripts. Procedure To export an Operations Console configuration: Step 1 Choose System > Export System Configuration. The Export System Configuration window displays. Step 2 Click Export. Step 3 In the Save As dialog box, choose the location to store the file. Note: You will probably save the configuration multiple times. Choose a naming convention that helps you identify the configuration, for example, include the current date and time in the file name. See Also Importing an Operations Console Configuration (page 45) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 46 Chapter 1: The Unified CVP System Error Handling Error Handling The Operations Console performs two types of validations. • Client Side - Validations using Javascript, which runs within the Web Browser. You must enable Javascript in the browser. • Server Side - Validations that are run on the server side. These are extensive validations that include the client side validations and any business validations. Both client side and server side validation errors are displayed at the top of the page below the Menu bar. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 47 Chapter 1: - The Unified CVP System Error Handling Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 48 Chapter 2 Managing Devices Viewing Device Properties The term device refers to a configurable application or platform. More than one device can reside on a server. For example, one server can contain a Call Server and a Reporting Server. In this case, each device is configured with the same IP address. The network map is a collection of Unified CVP solution components and their configuration data. When you add a device to the Operations Console, that device becomes visible in the network map and its configuration data is stored in the Operations Console database. The Operations Console provides two views of the properties of the devices in the network map: Two device views: • Offline View (page 49) • Online View (page 50) Offline View In the Offline view, the Operations Server operates without a running Unified CVP solution, allowing you to build the network map even if the device(s) do not exist. The configurations are stored locally in the Operations Console database. The Operations Console displays the property values stored in the local database. When you modify a property value in the Offline view and click Save, the configuration is stored locally in the Operations Console database only. Configurations that are saved while a device is Offline can be applied when the device is ready and available. By default, Unified CVP devices are displayed in the Offline view. To display the Online device view, select online from the View drop down menu. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 49 Chapter 2: - Managing Devices Viewing Device Properties Online View The Online view provides a snapshot of properties used by the running Unified CVP server at the moment. When you modify a property value in the Online view and click Save, the configuration is stored locally in the Operations Console database only. Clicking Save & Deploy saves the change in the Operations Console database and also applies the change to the device. This means that if you change a device property, click Save, but do not click Save & Deploy, you will see the changed value in the Online view, but will see the current value in the Offline view. By default, Unified CVP devices are displayed in the Offline view. To display the Online device view, select online from the View drop down menu. Viewing Device State When you select a device from the Device Management menu, the following information is listed about all devices of that type that have been added to the Operations Console: Device Information: • Hostname - The host name of the device • IP Address - The IP address of the device • Device state - The state of the configuration of the device: configured or invalid The following types of devices can be either configured or invalid: – Unified CVP Call Server – Unified CVP Reporting Server – VXML Server – VXML Server (standalone) – Speech Server A configuration can become invalid if the device is reinstalled or errors occur during device creation. To clear this state, edit the device and click Save & Deploy. For other possible causes and solutions, refer to the Troubleshooting Guide for Cisco Unified Customer Voice Portal All other devices in the Operations Console are always in the configured state. • Description - An optional text description for the device. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 50 Chapter 2: Managing Devices Finding a Device Finding a Device Because you most likely have several devices in your network, the Operations Console lets you locate specific devices on the basis of specific criteria. Use the following procedure to locate a device. Procedure To find a device: Step 1 From the Device Management menu, Select the menu option for the type of device to find from the Device menu. For example, to find a Gateway, choose Device Management > Gateway. The Find, Add, Delete, Edit Window lists the available devices of the type you selected, sorted by name, 10 at a screen. Step 2 If the list is long, click Next to view the next group of available devices. Step 3 If you know the name of a particular device, enter the name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all devices are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • is exactly • ends with • is empty Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 51 Chapter 2: - Managing Devices Unified CVP Licensing Step 6 Specify the appropriate search text, if applicable, and click Find. Getting Device Statistics You can display statistics for any gateway, gatekeeper, VXML Server, or Reporting Server that has been added to the Operations Console. Procedure To get device statistics: Step 1 Choose the device from the Device Management menu: For example, if to view statistics for the Reporting Server, choose Device Management > Reporting Server. The Find, Add, Delete, Edit window opens. Step 2 Click Edit. Step 3 Find the device by using the procedure in the Finding a Device (page 51) topic. Step 4 From the list of matching records, choose the device that you want to get statistics for. Step 5 Select Statistics from the Configuration menu bar. The Statistics window opens. Step 6 From Select a Statistic to View, choose a type of statistics to view from the drop-down menu and then click Get. The Operations Server displays the statistics in the window. Unified CVP Licensing The following Unified CVP licenses are enforced by the software on a per-instance basis: Unified CVP licenses: • Call Server - The SIP Service and the IVR Service check at startup time to ensure that it is running on a system with a valid Call Server license. • VXML Server - The VXML Server checks at startup time to ensure that it is running on a system with a valid VXML Server license. • Reporting Server - The Reporting Server checks at startup time to ensure that it is running on a system with a valid Reporting Server license. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 52 Chapter 2: Managing Devices Configuring a Call Server The Operations Server runs without requiring a license. The H.323 Service is a licensed component, but requires no license file. In addition, each Call Server and each VXML Server enforce licenses for a particular number of simultaneous calls. The software does not distinguish between Call Director calls, VRU-only calls, or VRU calls with ASR/TTS or VXML. Port licensing is enforced as follows: • The Call Server is licensed for a certain number of ports; SIP and IVR Services share this port pool. • The SIP Service attempts to allocate one of its licenses whenever it receives an incoming call. Once the last license has been allocated, the SIP Service changes its status and that of its host Call Server (the Call Server on which the SIP Service is running) to Partial status, preventing further calls from being accepted. When a call terminates, the SIP Service releases a license, and if it had been in Partial status due to license depletion, it resumes Up status. Note: You can view the devices in a particular device pool by choosing Control Center from the System menu and then selecting the Device Pool tab and choosing a device pool. You can also view a particular type of device by selecting the Device Type tab and choosing a device type. • The IVR Service can receive calls either directly from the H.323 Service, or transferred from the SIP Service or some other source. The IVR Service can handle both the VRU leg and the switch leg of the same call. The IVR Service keeps a list of active Call IDs, and uses that list to determine whether a particular incoming call has already been counted. Therefore, the IVR Service always accepts an incoming call if its host Call Server (the Call Server on which the IVR Service is running) is in the Up state, and then checks whether the call has been seen before. If the call has not been seen before, the IVR Service allocates a license for that call. If doing so exhausts the available licenses, the IVR Service changes its state and that of its host Call Server to Partial. When a call terminates, the IVR Service releases a license and if it had been in Partial state due to license depletion, it resumes Up status. Please note that this licensing scheme might change in future releases, and should customers order an insufficient number of licenses, they will be impacted in future releases when licensing tracks the number of ports actually ordered. See Also For more comprehensive information on licensing, refer to the Cisco Unified Customer Voice Portal (CVP) Release 4.x Solution Reference Network Design (SRND) document. Configuring a Call Server From the Device Management menu, Call Server option, you can configure one or more Call Servers. The Unified CVP Call Server provides call control capabilities, using either H.323 or Session Initiation Protocol (SIP) signaling. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 53 Chapter 2: - Managing Devices Configuring a Call Server The Call Server can be configured to provide the following call control services, which are installed with the Call Server: Call Control Services: • SIP Service - Session Initiation Protocol (SIP), RFC 3261, is the primary call control protocol in Unified CVP. The SIP Service uses SIP to communicate with other Unified CVP solution components, such as the SIP Proxy Server, the VoiceXML and Ingress Gateways, and Cisco Unified Communications Manager SIP trunks and SIP phones. • H.323 Service - Provides legacy H.323 call control between the Unified CVP Call Servers, the Gateway, and Cisco Unified Communications Manager and VoiceXML services. • IVR Service - Creates the VoiceXML pages that implement the Unified CVP Micro-applications, based on Run Script instructions received from an ICM server. The IVR service functions as the Voice Response Unit (VRU) leg, and calls must be transferred to it from the SIP and H.323 Services in order to execute micro-applications. The VoiceXML pages created by this module are sent to the VoiceXML Gateway to be executed. The IVR Service routes requests from the H.323 Service to the ICM Service. • ICM Service - Enables communication between Unified CVP components and the ICM server. It sends and receives messages on behalf of the SIP service, the IVR Service, the H.323 Service, and the VoiceXML Service. You can perform the following tasks: • Adding a Call Server (page 54) • Editing a Call Server (page 75) • Deleting a Call Server (page 74) • Finding a Call Server (page 76) • Viewing Call Server Statistics (page 77) Adding a Call Server Adding a Call Server creates a configuration for the Call Server in the Operations Console database and adds the Call Server to the list of devices in the Operations Console. Procedure To add a Call Server: Step 1 Choose Device Management > CVP Call Server. Any Call Servers that have been added to the Operations Console are listed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 54 Chapter 2: Managing Devices Configuring a Call Server Note: To use an existing Call Server as a template for creating the new Call Server, select the Call Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New from the Menu bar or at the bottom of the screen. The Call Server Configuration window opens to the General tab. Step 3 Fill in the IP Address and Hostname fields and other Call Server configuration settings, as needed. Step 4 Activate the Call Services required for the Call Flow you are using by checking the appropriate checkboxes, then click Next. Refer to the Choosing a Call Service (page 56) topic. The CVP Call Server Configuration page opens to the General tab. Additional tabs for configuring the selected services are displayed. Step 5 Optionally, click Change Type and change your selections of services. Step 6 Select each tab and verify that the default values are correct or change the values if desired: Configuration Tabs: • ICM (page 60) • IVR (page 62) • SIP (page 65) • Device Pool (page 43) • Infrastructure (page 72) Step 7 When you have filled in the configuration settings for all selected Call Services, click Save. to save the settings in the Operations Console database. Click Save & Deploy to save the changes and apply them to the Call Server. You must apply a license to the Call Server before using it. See Applying a License to a Call Server (page 79). Step 8 Shut down and start the Call Server to start the newly added services. See Also Call Server Configuration Settings (page 78) Viewing Call Server Statistics (page 77) Viewing Device State (page 50) Shutting Down a Server (page 40) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 55 Chapter 2: - Managing Devices Configuring a Call Server Starting a Server (page 39) Choosing a Call Service Services Needed for CVP Call Flow Models Choose the desired call flow model, then select the required call services in the Call Server Configuration window: Call Flow Model Required Call Services Comprehensive Using H.323 (page 56) ICM, IVR, H323 Comprehensive Using SIP (page 56) ICM, IVR, SIP Comprehensive Hybrid (page 56) ICM, IVR, SIP, H323 VRU-Only (page 57) ICM, IVR Call Director using H323 (page 57) ICM, IVR, H323 Call Director Using SIP (page 57) ICM, SIP Call Director Hybrid (page 58) ICM, IVR, SIP, H323 VXML Server with ICM Lookup (page 58) ICM VXML Server (standalone) (page 59) No Service Comprehensive Using H.323 The Comprehensive call flow model combines the Call Director (page 57) and the VRU-Only (page 57) scenarios. It provides initial prompt and collect, self service IVR, queuing, and VoIP switching among all manner of IPCC and TDM agents. This scenario is supported at two port licensing levels: Basic and Advanced. The Basic level supports the playing of .wav files and input using DTMF. The Advanced level adds support for ASR, TTS, and VXML Server applications. Comprehensive Using SIP The Comprehensive call flow model combines the Call Director (page 57) and the VRU-Only (page 57) scenarios. It provides initial prompt and collect, self service IVR, queuing, and VoIP switching among all manner of IPCC and TDM agents. This scenario is supported at two port licensing levels: Basic and Advanced. The Basic level supports the playing of .wav files and input using DTMF. The Advanced level adds support for ASR, TTS, and VXML Server applications. Comprehensive Hybrid Existing customers can choose to remain with H.323 signaling or might choose to migrate to SIP over a period of time. The Unified CVP solution is fully capable of running as a hybrid until all call flows are switched over to SIP. A single call may be controlled by either SIP or Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 56 Chapter 2: Managing Devices Configuring a Call Server H.323, but not both. A single Unified CVP component may however carry some calls in each category. VRU-Only Unified CVP provides ICM with VRU services for calls which are switched in some other manner, such as by a carrier switched network via an ICM NIC interface. VRU services could be for initial prompt and collect, for integrated self service applications, for queuing, or for any combination thereof. This scenario does not use SIP or H.323, and requires no Ingress Gateway. It does use VoiceXML Gateways, but the VXML Server is optional, as are ASR and TTS Servers. Depending on which kind of routing client is in charge of call switching, ICM may transfer the call to the VRU-Only Call Server either by a Translation Route to VRU node, or by a Send To VRU node. In the first case, the Call Server will determine that the arriving call is a VRU leg call by matching the arriving DNIS with its configured list of arriving DNIS numbers. In the second case, it will determine that it is a VRU leg call by the fact that the DNIS length is greater than its configured maximum DNIS length. Digits beyond the maximum DNIS length are taken to be the Correlation ID. Call Director Using SIP Call Director using SIP is the same as Call Director using H.323 except that the SIP protocol is used to route calls. Unified CVP provides ICME with VoIP call switching capabilities only. Use your own Service Control VRU if you are using an ICM Server to queue calls, or queue calls directly on an ACD. Calls can be transferred multiple times, from ingress, to customer-provided VRU, to either IPCC or customer-provided ACD or agent, and back again. When calls are connected to customer-provided equipment, their voice paths must go to an egress gateway which is connected by TDM to that equipment. If the signaling is SIP, then Unified CVP will work with customer-provided SIP endpoints which have been tested and certified to interoperate with Unified CVP. Neither VXML Server nor any VoiceXML Gateways are used in this model. Call Director Using H.323 Call Director using H.323 is the same as Call Director using SIP except that the H.323 protocol is used to route calls. Unified CVP provides ICME with VoIP call switching capabilities only. Use your own Service Control VRU if you are using an ICM Server to queue calls, or queue calls directly on an ACD. Calls can be transferred multiple times, from ingress, to customer-provided VRU, to either IPCC or customer-provided ACD or agent, and back again. When calls are connected to customer-provided equipment, their voice paths must go to an egress gateway which is connected by TDM to that equipment. Neither VXML Server nor any VoiceXML Gateways are used in this model. Configuring the H.323 Service The H.323 Service is software in the Call Server that provides legacy H.323 call control between Unified CVP, the gateway, and Cisco Unified Communications Manager. The H.323 Service Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 57 Chapter 2: - Managing Devices Configuring a Call Server interacts with the IVR Service to relay call arrival, departure, and transfer instructions between it and the H.323 gateway and Cisco Unified Communications Manager. Unlike the other CVP Call Server services, the H.323 service supports only Windows. On its incoming call side, the H.323 Service processes call and control signals from PSTN calls entering the system at a Cisco Gateway. (The Gateway converts them into H.323 messages before forwarding them to the H.323 Service.) Once in control of the call, the H.323 Service converts the voice signals into events to be processed by a web server known as the IVR Service. The H.323 Service connects to the IVR Service through a pre-defined URL address. The H.323 Service remains in the call control path until the call completes. (The IVR Service never directly controls a telephone call.) On its outgoing side, the H.323 Service acts upon VoiceXML commands received from the IVR Service. The VoiceXML commands contain instructions for: • Transferring the telephone call • Delivering recorded messages and prompts • Processing user responses to the prompts. The H.323 service must be configured using the VB Admin tool, not the Operations Console. Call Director Hybrid Existing customers can choose to remain with H.323 signaling or might choose to migrate to SIP over time. The Unified CVP solution can run as a hybrid until all call flows are switched over to SIP. A single call may be controlled by either SIP or H.323 signaling, but not both. A single Unified CVP component may however carry some calls in each category. VXML Server with ICM Lookup In this call flow model, the call server with the ICM Service enabled is required to route calls. The Reporting server is optional. Use a Reporting server if you want to generate reports that include VXML Server events. You can also use the ICM request label from the VXML Server to an ICM Server, if the ICM service is enabled on the Call Server. The Reporting server can be installed on the same physical machine as the Call Server. After you configure the Call Server, you must configure the VXML Server. See Configuring a VXML Server (page 98). The RequestICMLabel is a feature that allows you to make back-end requests to an ICM Server without relinquishing control of the call. The application generally acts on its own, but includes a special step to send a query to the ICM Server and receive a response. The query may contain full call context information, as can the response. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 58 Chapter 2: Managing Devices Configuring a Call Server The Request ICM Label facility gives rise to a number of interesting possibilities: • An IVR application can request an ICM server to select an available IPCC or ACD agent to which the call should be transferred. Full call context is preserved during the transfer, but queuing is not possible. • An IVR application can transfer its call to a separate full-blown Unified CVP system for agent selection and queuing. Full call context is preserved throughout. • An IVR application can request an ICM server to perform some calculation or application gateway transaction that it already knows how to perform, and return the result to the application. • An IVR application can report intermediate or final call data to an ICM server to be stored in its database. VXML Server (standalone) In this call flow model, the Call Server is used to route messages between the components. Calls arrive through a VoiceXML gateway, and interact directly with a VXML Server to execute VoiceXML applications. The gateway performs both ingress and VoiceXML functions. This call flow model provides a sophisticated VoiceXML-based VRU, for applications which in many cases do not need to interact with an ICM Server. For a VXML Server (standalone) with no connection to an ICM Server and no Reporting Server, configure the Call Server with no services enabled. If you need to make requests to an ICM server, without relinquishing control of the call or use Unified CVP reporting, you must configure the VXML Server to use a Call Server with at least the ICM Service enabled. See Configuring a VXML Server (page 98). After you configure the Call Server, you must configure the VXML Server as a VXML Server (standalone). See Configuring VXML Server for Standalone Solutions (page 115). Configuring the Call Server Services When you are adding a Call Server, you must configure the call services required for the call flow model you are using. Call Control Services: • SIP Service - Session Initiation Protocol (SIP), RFC 3261, is the primary call control protocol in Unified CVP. The SIP Service uses SIP to communicate with other Unified CVP solution components, such as the SIP Proxy Server, the VoiceXML and Ingress Gateways, and Cisco Unified Communications Manager SIP trunks and SIP phones. • H.323 Service - Provides legacy H.323 call control between Unified CVP, the gateway, and Cisco Unified Communications Manager and VoiceXML services. • IVR Service - Creates the VoiceXML pages that implement the Unified CVP Micro-applications, based on Run Script instructions received from an ICM server. The IVR Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 59 Chapter 2: - Managing Devices Configuring a Call Server service functions as the Voice Response Unit (VRU) leg, and calls must be transferred to it from the SIP Service in order to execute micro-applications. The VoiceXML pages created by this module are sent to the VoiceXML Gateway to be executed. • ICM Service - Enables communication between Unified CVP components and the ICM server. It sends and receives messages on behalf of the SIP service, the IVR service, and the VoiceXML service. Configuring the ICM Service The ICM service enables communication between Unified CVP components and the ICM server. It sends and receives messages on behalf of the SIP service, the IVR service, and the VoiceXML service. The ICM service is installed with the Call Server. You must configure the ICM service if you are adding a new call server or editing a Call Server and you are using any of these call flow models: • Call Director • VRU-Only • Comprehensive You must also configure the ICM service if you use a VXML Server (standalone) that makes requests to an ICM server without relinquishing control of the call (Request ICM Label). Procedure To configure the ICM Service: Step 1 If you are adding a new Call Server, refer to Adding a Call Server (page 54). If you want to change an existing Call Server, refer to Editing a Call Server (page 75). Step 2 Fill in the appropriate configuration settings as described in ICM Service Configuration Settings (page 60) Step 3 When you finish configuring all desired Call Server services, click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the Call Server. ICM Service Configuration Settings The following table describes the property settings that you can change to configure the ICM Service. The first time you configure the ICM service on a Call Server, you must restart the Call Server. You must also restart the server if you change a configuration setting that has been marked yes in the restart required column in the table below. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 60 Chapter 2: Managing Devices Configuring a Call Server Table 12: ICM Service Configuration Settings Property Description Default Range Restart Required Any valid TCP/IP connection port Yes Integer No Integer No New Call Service ID Identifies calls to be presented to ICM software as 1 a new call. New Call Service ID calls result in a NEW CALL message being sent to ICM software and the call being treated as a new call, even if it had been pre-routed by ICM software. Integer Yes Pre-routed Service ID Identifies calls pre-routed with a translation route or 2 correlation ID. Pre-routed Service ID calls result in a REQUEST_INSTRUCTION message being sent to ICM software, which continues to run the script for the call. Integer Yes New Call Trunk Group ID Calls presented to ICM as new calls are sent with this Trunk Group ID as part of the NEW_CALL message to ICM. Integer Yes General Configuration VRU Connection Port The Port Number on which the ICM Service listens 5000 for a TCP connection from the ICM PIM. Maximum Length of The maximum length of an incoming Dialed Number 10 DNIS Identification Service (DNIS) number coming into the Gateway. Look for this information in your network dial plan. For example, if the Gateway dial pattern is 1800******, the maximum DNIS length is 10. The number of DNIS digits from the PSTN must be less than or equal to the Maximum Length of DNIS field. DNIS Add Enter a single DNIS number for translation routed None calls. DNIS is a telephone service that identifies for the receiver of a call the number that the caller dialed. Add a Range List of Dialed Number Identification Service (DNIS) numbers for translation routed calls. Add a range of DNIS numbers, select Add a Range, enter the first DNIS number in the range, then enter the last DNIS number in the range in the to field. Click Add DNIS to add the entered DNIS or DNIS range to the list of Configured DNIS numbers. Select a DNIS or DNIS range in the Configured DNIS box and click Delete DNIS to remove it from the list of Configured DNIS numbers. Advanced Configuration 100 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 61 Chapter 2: - Managing Devices Configuring a Call Server Property Description Pre-routed Call Trunk Group ID Select QoS Level Range Restart Required Calls pre-routed with a Translation Route or 200 correlation ID are sent with this Trunk Group ID as part of the REQUEST_INSTRUCTION message to ICM. Integer Yes Select the Quality of Service level between the ICM cs3 Service and the ICM VRU PIM. The Yes drop-down list has the following values: af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef Note: For more information, see Implementing Quality of Service Policies with DSCP (Document ID: 10103) at http://www.cisco.com/warp/public/ 105/dscpvalues.html. Default Note: The default QoS setting between ICM and ICM VRU PIM is CS3. Configuring the IVR Service The first time you configure the service on a Call Server, you must restart the Call Server. You must configure the IVR service if you are adding a new Call Server (page 54) or editing a Call Server (page 75) and you are using any of these call flow models (page 56): Call flow models: • Call Director, using H.323 protocol • VRU-Only • Comprehensive, using either Session Initiation Protocol (SIP) or H.323 protocols The IVR Service creates VoiceXML documents that implement the Micro-Applications based on Run Script instructions received by the ICM. The VoiceXML pages are sent to the VoiceXML Gateway to be executed. The IVR Service can also generate external VoiceXML through the Micro-Applications to engage the VXML Server to generate the VoiceXML documents. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 62 Chapter 2: Managing Devices Configuring a Call Server In Legacy deployments only --- those which use H.323 instead of SIP, the IVR Service provides call switching as well as VRU-handling services. The deployment includes an H.323 Service that interacts with the IVR Service for call control activities. The IVR Service plays a significant role in implementing a failover mechanism -- those capabilities which can be achieved without a Content Services Switch for Media Servers, ASR/TTS Servers and VXML Servers. Up to two of each such server are supported, and the IVR Service orchestrates retries and failover between them. Before You Begin Configure the following servers before configuring the IVR Service: • ICM Server • Media Server • ASR/TTS Server • VXML Server • Gateway Procedure The IVR Service is one of the services that can be configured when creating a new Call Server. Step 1 If you are adding a new Call Server, refer to Adding a Call Server (page 54). If you want to change an existing Call Server, refer to Editing a Call Server (page 75). Step 2 Fill in the appropriate configuration settings as described in IVR Service Configuration Settings (page 63) Step 3 When you finish configuring all desired Call Server services, click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the Call Server. IVR Service Configuration Settings The following table describes the property settings that you can change to configure the IVR Service. Table 13: IVR Service Configuration Settings Property Description Default Range Restart Required 0 -2147483647 No CVP H.323 Service Configuration Heartbeat Timeout (seconds) The number of seconds the IVR Service waits 120 for a response from the H.323 Service. Used Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 63 Chapter 2: - Managing Devices Configuring a Call Server Property Description Default Range Restart Required Last Access Timeout The number of seconds the IVR Service waits 7320 (seconds) for a call request from a non-Unified CVP Voice Browser before removing that Voice Browser from its current client list. This value must be greater than or equal to the call timeout. 0 -2147483647 No Media Server Timeout The number of seconds the Gateway should wait to connect to the HTTP Media Server before timing out. 4 0 -2147483647 No Maximum number of times the non-Unified 0 CVP Voice Browser (IOS Voice Browser) or VXML Server attempts to connect to an HTTP Media Server to retrieve a single prompt. If the Voice Browser or VXML Server fails after the specified number of times, it will try the same number of times to retrieve the media from a backup media server before failing and reporting an error. The backup media server is defined on the gateway as <mediaserver>-backup. 0 -2147483647 No ASR/TTS Server Retry Maximum number of times the Gateway tries 0 Attempts to connect to an ASR/TTS server. If the Gateway fails to connect this many attempts, it will try the same number of times to connect to a backup ASR/TTS server before failing and reporting an error. (The backup ASR and TTS servers are defined on the gateway as asr-<locale>-backup and tts-<locale>-backup.) 0 -2147483647 No IVR Service Timeout The number of seconds the Gateway should 7 wait to connect to the IVR Service before timing out. This setting controls call results only. The initial NEW_CALL timeout from the Gateway to the IVR Service is controlled through the fetchtimeout property within the bootstrap VXML in flash memory on the Gateway. 0 -2147483647 No IVR Service Retry Attempts 0 -2147483647 No to determine if the IVR service can successfully process a "new call" message. IOS Voice Browser Configuration Media Server Retry Attempts Maximum number of times the Gateway tries 0 to connect to the IVR Service before failing and reporting an error. This setting controls call results only. The initial NEW_CALL retry count from the Gateway to the IVR Service is controlled from within the bootstrap VXML in flash memory on the Gateway. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 64 Chapter 2: Managing Devices Configuring a Call Server Property Description Default Range Restart Required Use Backup ASR/TTS If you select Yes (default) and an ASR/TTS Yes Servers Server is unavailable, the Gateway attempts to connect to the backup ASR/TTS server. Yes or No No Use Backup Media Servers If you select Yes (default) and a media server Yes is unavailable, the Gateway attempts to connect to the backup Media Server. Yes or No No Use Security For Media Fetches If you select No (default), HTTP URLs are generated to media servers. Yes or No No No Note: The default setting is only applicable if the client is not the H.323 Service and the media server is not set to a URL that explicitly specifies an HTTP/HTTPS scheme. Select Yes to generate HTTPS URLs to media servers. Advanced Call timeout The number of seconds the IVR Service waits 7200 for a response from the H.323 Service before timing out. This setting should be longer than the longest prompt, transfer or digit collection at a Voice Browser. If the timeout is reaches, the call is aborted but no other calls are affected. The only downside to making the number arbitrarily large is that if calls are being stranded, they will not be removed from the IVR Service until this timeout is reached. Must be 6 seconds or greater No ASR/TTS Use the Same MRCP Server Select this option if your ASR and TTS servers No are on the same machine. Using this option helps to minimize the number of MRCP connections on the ASR/TTS server. Yes or No No Configuring the SIP Service You must configure the SIP service if you are adding a new Call Server (page 54) or editing a Call Server (page 75) and you are using any of these call flow models (page 56): • Call Director • Comprehensive Session Initiation Protocol (SIP), RFC 3261, is the primary call control protocol in Unified CVP. The SIP Service uses SIP to communicate with other Unified CVP solution components, such as the SIP Proxy Server, the VoiceXML and Ingress Gateways, and Cisco Unified Communications Manager SIP trunks and SIP phones. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 65 Chapter 2: - Managing Devices Configuring a Call Server SIP cannot perform all operations that the H.323 protocol can perform, because either the endpoints, the Unified CVP implementation, or the protocol itself does not yet support those operations. Customers who require call control capabilities that are not available in Unified CVP using SIP, as well as existing customers who do not wish to convert their networks to SIP can continue to use the H.323 protocol. The following are reasons why new customers may need to use H.323 for call control: Reasons to use H.323 call control: • Peripheral gateway (PGW) in call control mode is used to initiate calls to Unified CVP. • GKTMP NIC is used for pre-routing • Hookflash is used to transfer calls Procedure The SIP Service is one of the services that can be configured when creating a new Call Server. Step 1 If you are adding a new Call Server, refer to Adding a Call Server (page 54). If you want to change an existing Call Server, refer to Editing a Call Server (page 75). Step 2 Fill in the appropriate configuration settings as described in SIP Service Configuration Settings (page 66) Step 3 When you finish configuring all desired Call Server services, click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the Call Server. SIP Service Configuration Settings The following table describes the properties that you can set to configure the SIP Service. The first time you configure the SIP service on a Call Server, you must restart the Call Server. Table 14: SIP Service Configuration Settings Property Description Default Range Restart Required Enable Outbound Proxy Select Yes to use a SIP proxy server. No Unified CVP supports the Cisco Unified Presence Server (CUPS). For information on configuring this Cisco SIP Proxy Server, consult the CUPS documentation. Yes or No Yes Use DNS SRV type query Yes or No Yes Configuration Select Yes to use DNS SRV for outbound No proxy lookup. Otherwise, select No. Refer to Load-balancing SIP Calls (page 70) for Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 66 Chapter 2: Managing Devices Configuring a Call Server Property Description Default Range Restart Required Yes information on using DNS SRV for load-balancing SIP calls. Outbound Proxy Host If you selected Enable Outbound Proxy, None select an Outbound Proxy Server from the drop-down list. These are the SIP Proxy Servers that have been added to the Operations Console. For information on configuring a SIP Outbound Proxy Server, consult the CUPS documentation. Not applicable Outbound Proxy Port Port on which the SIP service sends requests to the outbound proxy server. Any available port Yes number. Valid port numbers are integers between 1 and 65, 535. Outgoing Transport Type Transport type for outgoing SIP requests. UDP Select TCP when reliability is important or packet size is an issue. Select UDP in the high availability deployments, because the SIP retry counter and retransmission time settings make the change to a second priority DNS SRV destination occur faster. See Tradeoffs Between TCP and UDP in SIP Deployments (page 70) for more information. Port Number for Port on which the SIP Service listens for Incoming SIP Requests incoming SIP requests 5060 5060 TCP, UDP Yes Any available port Yes number. Valid port numbers are integers between 1 and 65, 535. Incoming Transport Type The type of transport the SIP Service uses UDP+TCP to listen for incoming SIP requests. UDP+TCP Yes DN on the Gateway to Play the Ringtone Dialed Number (DN) configured on the 9191 gateway to play ringtone (dedicated VoIP dial peer). Any valid label No Any valid label No To learn the DN configured on the gateway to play ringtone, execute the sh run command on the gateway and look for the dial peer that matches the incoming dialed number. See the example in Example of Learning the Ringtone Dialed Number on a Gateway (page 71) DN on the Gateway to Play the Error Tone Dialed Number (DN) configured on the 9292 gateway to play the error.wav file(dedicated VoIP dial peer). Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 67 Chapter 2: - Managing Devices Configuring a Call Server Property Description Default Range Restart Required To learn the DN configured on the gateway to play the error tone, execute the sh run command on the gateway and look for the dial peer that matches the incoming dialed number. See the example in Example of Learning the Ringtone Dialed Number on a Gateway (page 71) Time to Wait for ICM Instructions The maximum number of milliseconds to 2000 milliseconds 50 - 5000 wait for ICM to send further instructions. (2 seconds) No SIP Info Tone Duration The maximum number of milliseconds for 100 milliseconds 50 - 2000 tone durations sent in when sending Dual Tone Multi-Frequency (DTMF) *8 outpulse digits to the gateway. No SIP Info Comma Duration No The maximum number of milliseconds to 300 milliseconds 50 - 2000 pause for each comma in the label when sending Dual Tone Multi-Frequency (DTMF) to the gateway. This is the pause between the *8 and the number, for example, 4 commas = 4 times this value. Generic Type Descriptor Used for Passing GTD (UUI) data to ICM UUS (GTD) Parameter in a new call. Default is UUS, additionally, Forwarding: other parameters in the GTD can also be extracted and sent to ICM. (UUS,PRN,GCI) use comma-separated values. Any parameter contained in the NSS IAM message can be extracted. Refer to the ITU-T Narrowband Signaling Syntax spec (Q.1980.1). Maximum length - No 48 characters QoS Select QoS Level Select the Quality of Service (QoS) level cs3 between the SIP Service and the SIP Proxy Server. Note: For more information, see the Enterprise QoS Solution Reference Network Design Guide. The drop-down list Yes has the following values: af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef Local Static Routes Static Routes for Local Routing Without an Outbound Proxy Dialed Number (DN) Creates a Static Proxy Route Configuration None Table. You must create static routes if you do not use a SIP Proxy Server. Before adding a local static route, you must enter a value into both the Dialed Number (DN) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 68 Dialed number No pattern, destination (must be format of NNN.NNN.NNN.NNN or a hostname). See Chapter 2: Managing Devices Configuring a Call Server Property Description Default and IP Address fields so that the local static route is complete. Range Restart Required Valid Formats for Dialed Numbers (page 71) for more information. Click Add to create a proxy route using the Dialed Number (DN) and the IP address/Hostname entered above the Add button. The newly created proxy route is added to the list of proxy routes displayed in the box below the Add button. Click Remove to delete the selected DN from the list box of Dialed Numbers. IP Address/Hostname IP address or hostname of the SIP proxy server. None Valid IP address or No host name Creates a SIP Send Back to Originator None Lookup Table. Specify the DN patterns to match for sending the call back to the originating gateway for VoiceXML treatment. For the Unified CVP branch model, incoming calls to the Call Server from the gateway can be automatically routed back to the originating gateway at the branch using this field. For information on the Unified CVP branch model, see the Planning Guide for Cisco Unified Customer Voice Portal. See Valid Formats No for Dialed Numbers (page 71) for more information. Dialed Number (DN) Patterns Patterns for Sending Calls to the Originator Dialed Number (DN) This setting overrides sending the call to the outbound proxy or to any locally configured static routes. It is also limited in use to calls from the IOS gateway SIP "User Agent", because it checks the User Agent header value of the incoming invite to verify this information. If the label returned from ICM for the transfer matches one of the configured patterns specified for this field, then the call will be routed to the sip URL of "sip:<label>@<host portion of from header of incoming invite>". This functionality is similar to the Unified CVP Voice Browser setting "TransferLabel" for H.323 calls. DN Pattern Outbound Invite Timeout Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 69 Chapter 2: - Managing Devices Configuring a Call Server Property Description Default - Dialed Number (DN) Creates a Dialed Number (DN) pattern None outbound invite timeout using the DN and Timeout entered above the Add button. Click Add to add the newly created DN pattern outbound invite timeout to the list displayed in the box below the Add button. Range Restart Required See Valid Formats No for Dialed Numbers (page 71) for more information. Click Remove to delete the selected DN pattern outbound invite timeout from the list. Timeout (Seconds) The number of seconds the SIP Service None waits for transferee to answer the phone or accept the call. Redirect On No Answer (RONA) calls are cancelled when this timeout is reached. Configure a shorter timeout for ICM labels that are transferred to Cisco Unified Communications Manager agents for a router requery when the first agent does not answer the call. 5 - 200 No SIP Transport Setting Recommendation for UDP UDP is the default and recommended transport in high availability SIP deployments. One of the drawbacks of TCP is the slow response times encountered in transmission failures due to network outages. The slow response times for TCP are caused by slowness in detecting a connection reset in applications running on other SIP devices in the network. This slowness is due to the buffering window of the TCP connection. Higher call loads fill the buffer faster and thus the notification of a connection down with an I/O exception arrives more quickly. Lower call loads or a test with a single call can be affected by as much as a 30-second delay or more. Invite Retry Counts and Retry Timeout settings are not effective when using TCP transport on SIP calls because of the persistent nature of the TCP connection. SIP RFC suggests using TCP transport in deployments in which packet sizes exceed 1300 bytes, the size of a Maximum Transmission Unit (MTU). Using UDP, if a SIP message exceeds 1300 bytes, then it might fragment and cause problems with delivery and message ordering. See Section 18.1.1 Sending Requests in RFC 3261 (http://www.ietf.org/rfc/rfc3261.txt). A SIP packet can exceed 1 MTU for various reasons, for example, if there are many Via headers, or the media portion is very large in bytes. While the SIP Request For Comments (RFC) mandates the support of both TCP and UDP, not all SIP User Agents support TCP. However, the Unified CVP SIP Service, IOS Gateway, and Cisco Unified Communications Manager use both transport protocols. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 70 Chapter 2: Managing Devices Configuring a Call Server Load-balancing SIP Calls SIP calls can be load balanced across destinations in several different ways as outlined below: • Using the CUPS proxy server, define several static routes with the same route pattern and priorities and weights. • Using DNS, configure SRV records with priorities and weights. A proxy server is not necessary in this method, but both the DNS client and the server settings must be configured and operating successfully for DNS "A" and "SRV" type queries to work. Configure SRV queries to be used wherever outbound SIP calls are made, such as on the IOS Ingress gateway, on the Call Server itself, and on Cisco Unified Communications Manager. Valid Formats for Dialed Numbers Valid dialed number patterns are the same as for the ICM label sizes and limitations, including: • Use the period "." for single-digit wildcard matching. • Use the greater than character ">" as a wildcard for 0 or more digits. • Do not use the characters "*", "T" or "X" for wildcard matching as in SIP Proxy, IOS gateways or Cisco Unified Communications Manager. • Dialed numbers must not be longer than 24 characters. Example of Learning the Ringtone Dialed Number on a Gateway To verify the dialed number configured on the gateway to play ringtone, execute the sh run command on the gateway and look for the dial peer that matches the incoming dialed number. For example: sh run paramspace english index 0 paramspace english language en paramspace english location flash service ringtone flash:ringtone.tcl paramspace english prefix en service ringtone voice-class codec 1 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 71 Chapter 2: - Managing Devices Configuring a Call Server voice-class sip rel1xx disable incoming called-number 9191T dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad Configuring the Infrastructure The Call Server, VXML Server, and Reporting Server offer one or more services. The Call Server provides SIP, IVR, and ICM call services. The VXML Server provides VoiceXML services, and the Reporting Server provides reporting services. Changes to Infrastructure settings affect all services that use threads, publish statistics, send syslog events, or perform logging and tracing. For example, changing the syslog server setting applies to all services that write to syslog. Procedure Step 1 If you are adding a new Call Server, refer to Adding a Call Server (page 54). If you want to change infrastructure settings for an existing Call Server, refer to Editing a Call Server (page 75). Step 2 Fill in the appropriate configuration settings as described in Infrastructure Configuration Settings (page 72). Step 3 When you finish configuring Call Server services, click Save to save the settings in the Operations Console database, or click Save & Deploy to save the changes to the Operations Console database and apply them to the Call Server. Infrastructure Configuration Settings The following table describes the infrastructure configuration settings. Table 15: Infrastructure Service Configuration Settings Property Description Default Range Restart Required 300 100 to 1,000 No Configuration: Thread Management Maximum Threads Maximum number of threads allocated in the thread pool, that can be shared by all services running as part of a CVP Web Application. Advanced Statistics Aggregation Length of time (in minutes) during which system 30 minutes 10 - 1,440 minutes No Interval and service statistics are published to the log file and SNMP events are sent. Once published, the counters will reset and aggregate data for the Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 72 Chapter 2: Managing Devices Configuring a Call Server Property Description Default Range Restart Required next interval. Note that this is different than the real time snapshot statistics (for the number of concurrent calls). Realtime statistics are on-demand and have no intervals. Statistics Publishing Interval will be used for attributes like number of calls in last interval, number of transfers in last interval, number of HTTP sessions in last interval and so on. Log File Properties Max Log File Size Maximum size of a log file in Megabytes before 5 MB a new log file is created. Minimum 1 - Max No Log Directory Size. The log directory size divided by the log file size must be less than 5,000. Max Log Directory Size Maximum number of Megabytes to allocate for 500 MB disk storage for log files. 500 - 50,000 No The log directory size divided by the log file size must be less than 5,000. Configuration: Syslog Settings Syslog Server Hostname or IP address of Syslog Server to send None syslog events from a CVP Application. Valid IP address or No host name Syslog Server Port Number Port number of Syslog Server. None Any available port No number. Valid port numbers are integers between 1 and 65, 535. Backup Server Hostname or IP address of the backup Syslog None Server to send syslog events from a CVP Application when the Syslog Server cannot be reached. Valid IP address or No host name Backup Server Port Number Port number of Backup Syslog Server. Any available port No number. Valid port numbers are integers between 1 and 65, 535. None License Thresholds Critical Threshold Percentage of licenses in use required to reach 97% critical licensing state. See About License Thresholds (page 74). Positive integer No less than or equal to 100 and greater than the warning threshold Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 73 Chapter 2: - Managing Devices Configuring a Call Server Property Description Default Range Restart Required Warning Threshold Percentage of licenses in use required to reach 94% warning licensing state. See About License Thresholds (page 74). Positive integer No less than the critical threshold and greater than the safe threshold Safe Threshold Percentage of licenses in use required to reach 90% safe licensing state. See About License Thresholds (page 74). Positive integer No less than the warning threshold and greater than 0 About License Thresholds Three thresholds (safe, warning, and critical) describe the percentage of licenses in use required to reach their respective licensing state. If using a license or releasing a license causes the number of licenses currently in use to cross a threshold (in either direction), the state of licensing will be that of the threshold. This does not always mean the state will change. For example, if there are 100 total licenses and the Safe, Warning, and Critical license thresholds are set to the defaults of 90%, 94%, and 97%, and there are 89 licenses in use, licenses are at a Safe level. When the licenses in use reach 94, license state changes from Safe to Warning level. If one more license is used (95), the license state remains at the Warning level. If three licenses are released (no longer in use), 92 licenses remain in use and the license state remains at the Warning level. Once the licenses in use reach the previous threshold (90) the state changes from Warning to Safe. Deleting a Call Server Deleting a Call Server deletes the configuration of the selected Call Server in the Operations Console database and removes the Call Server from displayed list of Call Servers. Procedure To delete a Call Server: Step 1 Choose Device Management > CVP Call Server. The Find, Add, Delete, Edit Call Servers window displays. Step 2 Select a Call Server by clicking the radio button preceding it and then clicking Delete. Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 74 Chapter 2: Managing Devices Configuring a Call Server Editing a Call Server You can change the configuration for a Call Server. Procedure To edit a Call Server: Step 1 Choose Device Management > CVP Call Server. The Find, Add, Delete, Edit Call Servers window displays. Step 2 Select a Call Server by clicking on the link in its Hostname column or by clicking the radio button preceding it and then clicking Edit. The Edit CVP Call Server Configuration window opens with the current settings displayed. Step 3 If you have not already applied a license to the Call Server, select File Transfer in the toolbar and then click Licensing. The Licensing page displays. See the Applying a License to a Call Server (page 79) help topic. Step 4 Change the desired configuration settings on the General tab as described in Call Server Configuration Settings (page 78). You cannot change the IP Address. Step 5 Optionally, click the Change Type button to change the activated services for this Call Server. Step 6 Select the appropriate tab and change the desired settings: Configuration Tabs: • ICM (page 60) • IVR (page 62) • SIP (page 65) • Device Pool (page 43) • Infrastructure (page 72) Step 7 When you finish configuring the Call Server, click Save to save the settings, or click Save & Deploy to save the changes and apply them to the Call Server. Step 8 If you changed a configuration setting that requires a restart, shut down and start the Call Server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 75 Chapter 2: - Managing Devices Configuring a Call Server Configuration settings that require a restart of the Call Server are identified in the Call Server Configuration Settings (page 78) topic. See Also Adding a Call Server (page 54) Applying a License to a Call Server (page 79) Shutting Down a Server (page 40) Starting a Server (page 39) Uploading a Log Messages XML File from a Call Server (page 111) Downloading a Log Messages XML File to a Call Server (page 109) Viewing Call Server Statistics (page 77) Viewing Device State (page 50) Finding a Call Server Use the following procedure to locate a Call Server that has been added in the Operations Console. Procedure To find a Call Server: Step 1 Choose Device Management > CVP Call Server from the Main menu. The Find, Add, Delete, Edit Call Servers window lists the available Call Servers sorted by name, 10 at a time. Step 2 If the list is long, click Next to view the next group of available Call Servers. Step 3 If you know the name of a particular Call Server, enter the name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 76 Chapter 2: Managing Devices Configuring a Call Server Search criteria: • Host Name • IP Address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • is exactly • ends with • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Viewing Call Server Statistics You can view realtime, interval, and aggregate data for the services enabled on a Call Server. Procedure To view device statistics: Step 1 Choose Device Management > CVP Call Server. The Find, Add, Delete, Edit Call Servers window displays. Step 2 Find the Call Server by using the procedure in the Finding a Call Server (page 76) topic. Step 3 From the list of matching records, choose the Call Server that you want to edit. Step 4 Click Edit. The Edit Call Server Configuration window opens with the current settings displayed. Step 5 Click the Statistics icon in the toolbar. Statistics are reported for the selected device. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 77 Chapter 2: - Managing Devices Configuring a Call Server See Also ICM Service Call Statistics (page 25) SIP Service Call Statistics (page 29) IVR Service Call Statistics (page 27) Infrastructure Statistics (page 22) Call Server Configuration Settings If you are adding a Call Server (page 54) or editing a Call Server (page 75), you can configure the Call Server by filling in or changing values for one or more of these settings. Table 16: Call Server Configuration Settings Property Description Default Range Restart Required IP Address The IP address of the Call Server None Valid IP address No Hostname The host name of the Call Server None A valid DNS No name, which includes uppercase and lowercase letters in the alphabet, the numbers 0 through 9,and a dash Description The description of the Call Server None 0 - 1024 characters No Secure Communication Select On to enable secure communications None with the Ops Console between the Operations Console and the Call Server. The device is accessed using SSH and files are transferred using HTTPS. On or Off Yes You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. ICM Enables the Call Server to communicate with an None ICM Server. The ICM Server must be configured in the Operations Console. Not applicable Yes IVR The IVR Service creates VoiceXML pages that None implement the Micro-Applications, based on Run Script instructions received from the ICM Server. The VoiceXML pages are sent to the VoiceXML Gateway to be executed. Not applicable Yes SIP Session Initiation Protocol (SIP), RFC 3261, is None the primary call control protocol in Unified CVP. Not applicable Yes Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 78 Chapter 2: Managing Devices Configuring a Call Server Property Description Default Range Restart Required None Not applicable Yes The SIP Service uses SIP to communicate with other Unified CVP solution components, such as the SIP Proxy Server, the VoiceXML and Ingress Gateways, and Cisco Unified Communications Manager SIP trunks and SIP phones. Configure the SIP service if you are adding a new Call Server or editing a call server and you are using the Call Director or Comprehensive call flow models. H.323 Provides legacy H.323 call control between Unified CVP, the gateway, and Cisco Unified Communications Manager and VoiceXML services. Applying a License to a Call Server When you are creating a new Call Server you must apply a valid license file before configuring the server. You can browse for and upload the license file to the Operations Console, and then transfer the license to the server. You can select either an existing license file in the Operations Console database or a new license file from your local PC. For more information on licensing, see Unified CVP Licensing (page 52). Procedure To apply a license file: Step 1 Choose Device Management > CVP Call Server. The Find, Add, Delete, Edit Call Servers window lists any Call Servers that have been added to the Operations Console. Step 2 Select a Call Server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. The Edit Call Server Configuration window opens. Step 3 Select File Transfer in the toolbar and then click Licensing. The File Transfer page displays. 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. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 79 Chapter 2: - Managing Devices Configuring a Reporting Server b. Enter the fully qualified 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. Step 6 Click Transfer to transfer the selected license file to the Call Server. Step 7 Shut down and start the Call Server. The Operations console renames the license file to cvp.license under the directory on the machine to which the file is transferred. If the file cvp.license already exists in the directory, the old cvp.license file will be deleted first, and then replaced with the new cvp.license file. See Also Shutting Down a Server (page 40) Starting a Server (page 39) Configuring a Reporting Server From the Device Management menu, CVP Reporting Server option, you can configure one or more Reporting Servers. Reporting provides historical reporting to a distributed self-service deployment in a call center. The Reporting Server receives reporting data from one or more Call Servers and VXML Servers, and stores that data in an Informix database. Call data is stored in a relational database, on which you can write custom reports. Administrators can use the Operations Console to schedule data purge and database backups. Multiple Call Servers can send data to a single Reporting Server. You can use third-party reporting tools, such as, Crystal Reports to generate and view reports on call data. Unified CVP provides four sample Crystal report templates. One of the included templates provides an example of joining Unified CVP and ICM data to create a "cradle-to-grave" report. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 80 Chapter 2: Managing Devices Configuring a Reporting Server You can perform the following tasks: • Adding a Reporting Server (page 81) • Editing a Reporting Server (page 85) • Deleting a Reporting Server (page 95) • Uploading a Log Messages XML File to a Reporting Server (page 111) • Downloading a Log Messages XML Syslog File from a Reporting Server (page 109) • Applying a License to a Reporting Server (page 97) • Finding a Reporting Server (page 96) • Viewing Device State (page 50) Adding a Reporting Server Create a new Reporting Server either by using an existing Reporting Server configuration as a template or by filling in its values from scratch. Before You Begin You must configure the Call Server to associate with the Reporting Server before configuring the Reporting Server. Collect the following information about the Reporting Server and Reporting Database during the installation of Unified CVP software: Information Needed: • Host name of the Call Server(s) associated with the Reporting Server Note: A Call Server can only be associated with one Reporting Server. • Hostname and IP address of the server on which the Reporting Database resides • Password for the Reporting Database user Procedure To add a Reporting Server: Step 1 Choose Device Management > CVP Reporting Server. A window listing Reporting Servers opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 81 Chapter 2: - Managing Devices Configuring a Reporting Server Note: To use an existing Reporting Server as a template for creating the new Reporting Server, select the Reporting Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Reporting Server Configuration window opens to the General Tab. Step 3 Fill in the IP Address and Hostname for the Reporting server and fill in any other desired information. Step 4 Associate one or more Call Servers to the Reporting server by selecting a Call Server listed in the Available pane and clicking the right arrow to add it to the Selected pane. Step 5 Select the Reporting Properties tab and configure reporting properties. Step 6 Optionally, select the Device Pool tab and add the Reporting Server to a device pool. Step 7 Optionally, select the Infrastructure tab and configure log file and syslog settings Step 8 When you finish configuring the Reporting Server, click Save to save the settings in the Operations Server database. Click Save & Deploy to deploy the changes to the Reporting Server. See Also Deleting a Reporting Server (page 95) Editing a Reporting Server (page 85) Reporting Server General Tab Configuration Settings (page 82) Reporting Server Properties Tab Configuration Settings (page 83) Adding and Removing a Device from a Device Pool (page 43) Reporting Server Infrastructure Settings (page 84) Viewing Device State (page 50) Configuring General Reporting Server Information You can configure settings that identify the Reporting server, associate it with one or more Call Servers, and enable or disable security on the General Tab. Table 17: Reporting Server General Tab Configuration Settings Field Description Default Range The IP address of the Reporting server None Valid IP address General IP Address Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 82 Chapter 2: Managing Devices Configuring a Reporting Server Field Description Default Range Hostname The host name of the Reporting server machine None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9 Description An optional text description for the Reporting server None Up to 1,024 characters Enable Secure Select to enable secure communications Off Communication with the between the Operations Server and this Operations Console component. The Reporting Server is accessed using SSH and files are transferred using HTTPS. On or Off You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Unified Customer Voice Portal. Associate Call Servers Select one or more Call Servers to associate None with the Reporting Server. You must select at least one Call Server. Call data for all SIP, H.323, and VoiceXML calls handled by this Call Server will be stored in the Reporting Database. Click the right arrow to add a Call Server to the Selected pane. A given Call Server can only be associated with one Reporting Server. Click the left arrow to remove a Call Server from the Selected pane. Configuring Reporting Properties You can configure Reporting Server settings on the Reporting Properties Tab. Table 18: Reporting Server Reporting Properties Tab Configuration Settings Field Description Default Range Restart Required Configuration Enable Reporting Enables the Reporting Server to Yes receive call data from the associated Call Server(s). Yes or No Yes Max. File Size (MB): Defines the maximum size of the file 100 used to record the data feed messages during a database failover. Note that this can be limited by the amount of free disk space. 1 through 1000 No QoS Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 83 Chapter 2: - Managing Devices Configuring a Reporting Server Field Description Default Select QoS Level Enables Quality of Service (QoS) default between the Reporting Server and the Call Server. Range Restart Required af11, af12, af13, Yes af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef Note: For more information, see Implementing Quality of Service Policies with DSCP (Document ID: 10103) at http://www.cisco.com/ warp/public/105/dscpvalues.html. Configuring Reporting Server Infrastructure Settings The Reporting Server publishes statistics on the total number of reporting events received from the VXML Server, the SIP Service, and the IVR Service. It also publishes the total number of times the Reporting Server writes data to the Reporting database. You can configure the interval at which the Reporting Server publishes these statistics, the maximum log file and directory size, and the details for recording syslog messages on the Reporting Server Infrastructure tab. Table 19: Reporting Server Infrastructure Tab Configuration Settings Field Description Default Range Configuration: Thread Management Maximum Threads (Required) The maximum thread pool size in the 300 Reporting Server Java Virtual Machine. 100 - 1000 The Reporting Server publishes statistics at this 30 minutes interval. 10 - 1440 (Required) Maximum size of the log file in 5 MB Megabytes. The log file name follows this format: CVP.DateStamp.SeqNum.log example: 1 MB - Max Log Directory Size Advanced Statistics Aggregation Interval Log File Properties Max Log File Size Max Log Dir Size divided by Max Log File Size cannot be greater than 5,000. For example: CVP.2006-07-04.00.log After midnight each day, a new log file is automatically created with a new date stamp. Also, when a log file exceeds the max log file size, a new one with the next sequence number is created, for example, when CVP.2006-07-04.00.log reaches 5 Mb, CVP.2006-07-04.01.log is automatically created. Max Log Directory Size (Required) Maximum size of the directory containing Reporting Server log files. 500 MB 500 - 50000 MB Max Log File size < Max Log Directory Size Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 84 Chapter 2: Managing Devices Configuring a Reporting Server Field Description Default Range Max Log File size > 1 Max Log Dir Size / Max Log File Size cannot be greater than 5.000 Configuration: Syslog Settings Syslog Server Name of the server to which the Reporting Server None writes log messages. Not applicable Syslog Server Port Number Port number of the Syslog server. Any available port number. Valid port numbers are integers between 1 and 65535. Backup Server Name of a backup server to which the Reporting None Server writes log messages. Not applicable Backup Server Port Number Port number of the backup Syslog server. Any available port number. Valid port numbers are integers between 1 and 65535. None None Editing a Reporting Server Procedure To edit a Reporting Server: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens. Step 3 If you have not already applied a license, select File Transfer in the toolbar and then click Licensing. The File Transfer page displays. Step 4 On the General Tab, change the desired general information. You cannot change the IP address of the Reporting Server. Step 5 Select the Reporting Properties Tab, then edit reporting properties. Step 6 Optionally, select the Device Pool tab and add or remove the Reporting Server from a device pool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 85 Chapter 2: - Managing Devices Configuring a Reporting Server Step 7 Optionally, select the Infrastructure tab and change log file and syslog settings. Step 8 When you finish configuring the Reporting Server, click Save to save the settings in the Operations Console database. Click Save & Deploy to deploy the changes to the Reporting Server. See Also Deleting a Reporting Server (page 95) Adding a Reporting Server (page 81) Configuring Reporting Properties (page 83) Adding and Removing a Device from a Device Pool (page 43) Finding a Reporting Server (page 96) Viewing Device State (page 50) Changing a Reporting Database User Password The Unified CVP installation procedure creates the following three user accounts and sets an initial password for each account. You can change any of these passwords from the Reporting Server screen in edit mode, but you can only change one user password at a time. • Informix User - Starts and stops the Reporting database using Informix tools. • Unified CVP Database Administrator - Uses the Operations Console to run backups, check database used space, and add and remove Reporting users. • Unified CVP Database User - Connects, inserts, and updates records in the Informix database. This user cannot modify the Reporting schema. Procedure To change a reporting database user password: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Change User Passwords. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 86 Chapter 2: Managing Devices Configuring a Reporting Server The Reporting Server: Change User Passwords page opens, displaying the IP address and host name for the currently selected Reporting Server. Step 4 In the User field, use the drop-down menu to select the user whose password you want to change. Step 5 In Old Password field, enter the existing password for that user. Step 6 In the New Password field, enter the new password. Note: Passwords must follow guidelines for secure passwords. Step 7 In the Reconfirm Password field, retype the new password. Step 8 Click Save & Deploy to save the changes to the Operations Console database and deploy them to the Reporting Server. Managing Reporting Users The Unified CVP Database Administrator should create reporting users to run reports against the Reporting database. Reporting users should have read-only access to the Reporting database, so they cannot accidentally modify the database schema or data. Adding New Reporting Users To add a new reporting user to the Reporting Server: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users windows opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 In the Manage Users pane, click Add User. Step 5 Enter the name for the user in the Username field. Step 6 Enter a password for the new user in the Password field. Step 7 Retype the password in the Reconfirm Password field. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 87 Chapter 2: - Managing Devices Configuring a Reporting Server Step 8 Enter the Unified CVP Database Administrator's password in Database Administrator Password field. Step 9 Click Add to add the user. Changing a Reporting User's Password To change a reporting user's password: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users window opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 In the Manage Users pane, click Change Password. Step 5 From the Available users list, select the user whose password you want to change and click the left arrow. The user name will be displayed in Username field. Step 6 Type the user's original password in Old Password field. Step 7 In the New Password field, type the new password. Step 8 In the Reconfirm Password field, retype the new password. Step 9 Click Change to make the change. Removing Reporting Users To remove a reporting user from the Reporting Server: Step 1 Choose Device Management > Reporting Server. The Find, Add, Delete, Edit Reporting Server window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 88 Chapter 2: Managing Devices Configuring a Reporting Server Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select Database Administration in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users window opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 From the Available users list, select the user to remove and click the left arrow. The user will be displayed in Username field. Step 5 Type the Database Administrator's password in Database Administrator Password field. Step 6 Click Delete to delete the selected user. Running Reporting Database Backups By default, Reporting Database backups are disabled. You can choose to schedule backups of the Reporting database or run backups on demand. When you enable backups, files are saved to the Reporting Server's local file system. You are responsible for managing backed-up files. Scheduled backups occur once each day. You can configure the time of day at which backups occur. A maximum of two backups and a minimum of one backup will be available at any time on the local machine. Procedure To run a reporting database backup: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select the Reporting Server to edit by clicking the link to its name under the Hostname column. Step 3 Click Edit. The Reporting Server Configuration window opens with the current settings displayed. Step 4 Select the Database Administration menu in the toolbar, then select Reporting Database Backups. The Reporting Server - Database Backup Activities page displays. The IP address and host name for the currently selected Reporting Server are listed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 89 Chapter 2: - Managing Devices Configuring a Reporting Server Step 5 To launch a backup immediately, click Backup Now. To schedule a time for daily backups, select Schedule Daily Backups and then select the hour and minute of the start time. Step 6 Enter your Database Administrator Password and click Save & Deploy. See Also Changing a Reporting Database User Password (page 86) Configuring Reporting Database Purge (page 91) Cancelling Reporting Database Backups (page 90) Managing Reporting Users (page 87) Viewing Reporting Database Details (page 93) Getting Reporting Server Statistics (page 94) Cancelling Reporting Database Backups By default, Reporting Database backups are disabled. You can choose to schedule backups of the Reporting database or run backups on demand. You can cancel daily backups at any time. Procedure To cancel a reporting database backup: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Reporting Database Backups. The Reporting Server - Database Backup Activities page displays. The IP address and host name for the currently selected Reporting Server are listed. Step 4 Click Cancel Daily Backups. Step 5 Enter your Database Administrator Password and click Save & Deploy. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 90 Chapter 2: Managing Devices Configuring a Reporting Server See Also Changing a Reporting Database User Password (page 86) Configuring Reporting Database Purge (page 91) Managing Reporting Users (page 87) Viewing Reporting Database Details (page 93) Getting Reporting Server Statistics (page 94) Configuring Reporting Database Purge You can purge call data from the Reporting Database. Data purge is run daily at the time you specify. Each category of call data is retained for a default number of days, before being purged. Procedure To configure Reporting Database purge settings: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Data Purge. The Reporting Server - Database Purge Settings page opens, displaying the IP address and host name for the currently selected Reporting Server. Step 4 In the Data Purge section of the page, you can change the data retention time for each category of data. Step 5 Select the hours and minutes to run the purge each day. Step 6 Enter your Database Administrator Password and click Save & Deploy. See Also Running Reporting Database Backups (page 89) Cancelling Reporting Database Backups (page 90) Changing a Reporting Database User Password (page 86) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 91 Chapter 2: - Managing Devices Configuring a Reporting Server Managing Reporting Users (page 87) Viewing Reporting Database Details (page 93) Getting Reporting Server Statistics (page 94) Categories of Reporting Data that Can Be Purged Using the Operations Console, you can select the time of day to run database purge, and set the number of days the data will be retained by data category. The following table describes each category of data that you can purge from the Reporting Database and lists the default number of days that this data is kept before purging. Note that a high level category, such as Call, cannot have a lower retention time than a dependent category, such as Call Event. Choosing how much data is to be retained is a sensitive matter. If a database space fills up, then the database will not be able to continue processing until data is deleted. This is complicated by the fact that when Informix increases its extents for a table within the data file, due to data growth, extension remains even after the data is deleted. This causes space within the file to be reserved even if the actual space is no longer needed. The only way to regain the space is to rebuild the table. Emergency purge is, therefore, a critical safety mechanism. If used space has grown past the system's high water mark, the Reporting Server creates an SNMP trap, and data will be purged. The SNMP notification will alert the user to the loss of data, and data will be purged. Table 20: Number of Days to Retain Data Before Purging Data Category Description Default Call Detailed information about calls received by Unified CVP. 30 Call Event Call state change event messages published by the Call Server and VXML 30 server. SIP and IVR services publish call state change event messages when a SIP call or H.323 call changes its state. These states include call initiated, transferred, terminated, aborted, or an error state. VoiceXML Session VoiceXML session data includes application names, session ID, and 30 session variables. Session variables are global to the call session on the VXML Server. Unlike element data, session data can be created and modified by all components (except the global error handler, hotevents, and XML decisions). VoiceXML Element A VoiceXML element is a distinct component of a voice application call 15 flow whose actions affect the experience of the caller. A VoiceXML element contains detailed script activity to the element level, such as, Call Identifiers, activity time stamp, VoiceXML script name, name and type of the VoiceXML element , and event type. VoiceXML ECC Variable Expanded Call Context (ECC) variables that are included in VoiceXML 15 data. Unified CVP uses ECC variables to exchange information with Unified ICME. VoiceXML Voice Interact Detail Application detailed data at the script element level from the VXML Server call services. This data includes input mode, utterance, interpretation, and confidence. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 92 15 Chapter 2: Managing Devices Configuring a Reporting Server Data Category Description Default VoiceXML Session Variable VoiceXML session variables are global to the call session on the VXML 15 Server. VoiceXML Element Detail The names and values of element variables. 15 The data categories are hierarchical. For example. Call data includes Call Event and VoiceXML Session data. VoiceXML Session Data Categories: • VoiceXML Element – VoiceXML ECC Variable – VoiceXML Voice Interact Detail – VoiceXML Session Variable – VoiceXML Element Detail Note: A high level category, such as Call, cannot have a lower retention time than a dependent category, such as CallEvent. Viewing Database Details You can view the size of a Reporting database. Procedure To view database details: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Database Details. The Reporting Server - Disk Drives: Housing Database Files page opens, displaying the IP address and host name for the currently selected Reporting Server along with the following database information: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 93 Chapter 2: - Managing Devices Configuring a Reporting Server Reporting Database Details: • Database Name - Name of the database • Total Size (MB) - Total data size • Free size (MB) - Amount of space that has not been taken by extents • Used Size (MB) - Data space used • Extent size (MB) - Space reserved for tables. This size may be greater than the total size. • % Free Size - The percent of space that has not been extended (reserved). This might be greater than 100%. See Also Running Reporting Database Backups (page 89) Cancelling Reporting Database Backups (page 90) Changing a Reporting Database User Password (page 86) Configuring Reporting Database Purge (page 91) Managing Reporting Users (page 87) Getting Reporting Server Statistics (page 94) Getting Reporting Statistics Reporting Server statistics include the total number of events received from the IVR, SIP, and VoiceXML services. Procedure To get Reporting Server statistics: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select Statistics in the toolbar. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 94 Chapter 2: Managing Devices Configuring a Reporting Server The Reporting Server statistics (page 35) are listed in the Reporting tab. See Also Running Reporting Database Backups (page 89) Cancelling Reporting Database Backups (page 90) Changing a Reporting Database User Password (page 86) Configuring Reporting Database Purge (page 91) Managing Reporting Users (page 87) Viewing Reporting Database Details (page 93) Deleting a Reporting Server You can remove a Reporting server from the Operations Console. Deleting a Reporting Server removes its configuration from the Operations Console database and removes the Reporting Server from the displayed list of Reporting Servers. Procedure To delete a reporting server: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window displays. Step 2 Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server (page 96) topic. Step 3 From the list of matching records, choose the Reporting Server that you want to delete. Step 4 Click Delete. Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding a Reporting Server (page 81) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 95 Chapter 2: - Managing Devices Configuring a Reporting Server Finding a Reporting Server The Operations Console lets you locate a Reporting Server on the basis of specific criteria. Use the following procedure to locate a Reporting Server. Procedure To find a Reporting Server: Step 1 Choose Device Management > CVP Reporting Server from the Main menu. A list of the available Reporting Servers appears, 10 devices per screen, sorted by name. Step 2 If the list is long, click Next to view the next page of available devices. Step 3 If you know the name of a particular Reporting Server, enter its name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all Reporting Servers are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 96 Chapter 2: Managing Devices Configuring a Reporting Server Applying a License to a Reporting Server When you are creating a new Unified CVP 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 Console, and then transfer the license to the Reporting Server. Select either an existing license file in the Operations Console database or a new license file from your local PC. Procedure To apply a license file: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Server window lists any Reporting Servers that have been added to the Operations Console. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Step 3 Select File Transfer in the toolbar and then click Licensing. The File Transfer page displays, listing the Hostname and IP Address for the currently selected Reporting 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. Step 6 Click Transfer to transfer the selected license file to the selected device. The license is applied to the selected server. The Operations Console renames the license file to cvp.license under the directory on the machine to which the file is transferred. If the file cvp.license already exists in the directory, the old cvp.license file will be deleted first, and then replaced with the new cvp.license file. See Also Unified CVP Licensing (page 52) Finding a Device (page 51) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 97 Chapter 2: - Managing Devices Configuring a VXML Server Configuring a VXML Server The VXML Server is an optional J2EE-compliant application server that provides a complete solution for rapidly creating and deploying dynamic VoiceXML applications. If you installed a VXML Server, you must configure it before using it to deploy VoiceXML applications or licenses. If you are using a VoiceXML gateway to route calls from the VXML Server but want to use the Unified CVP reporting feature, install the Call Server and Reporting Server on the same physical machine. Configure the Call Server with no call services enabled, then configure the Reporting Server and select the Call Server that is installed on the same machine (same IP address) as the primary call server for the Reporting Server. If you need to make requests to an ICM server, without relinquishing control of the call or use Unified CVP reporting, you must configure the VXML Server to use a Call Server with at least the ICM Service enabled. You can perform the following tasks: • Adding a VXML Server (page 98) • Editing a VXML Server (page 100) • Deleting a VXML Server (page 101) • Uploading a Syslog XML File to a VXML Server (page 111) • Downloading a Syslog XML File from a VXML Server (page 109) • Transferring Script Files to a VXML Server (page 108) • Applying a License to a VXML Server (page 112) • Finding a VXML Server (page 114) • Getting the System Id for a VXML Server (page 113) • Viewing Device State (page 50) Adding a VXML Server Before You Begin Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 98 Chapter 2: Managing Devices Configuring a VXML Server Do the following before adding a VXML Server to the Operations Console: • Collect the hostname or IP address of the VXML Server during the installation of Unified CVP software. • Install and configure at least one Call Server before configuring the VXML Server. Note: However, you do not need to install a Call Server if you are adding a VXML Server (standalone). • Review Call Studio scripts, noting any of the following items you want to include or exclude from VXML Server reporting data: – Application names – Element types – Element names – Element fields – ECC variables Procedure To add a VXML Server: Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Servers window opens. Note: To use an existing VXML Server as a template for creating the new VXML Server, select the VXML Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The VXML Server Configuration window opens to the General Tab. Step 3 Fill in the general server information and choose a primary Call Server. Step 4 Select the Configuration Tab, then configure VXML Server properties. Step 5 Optionally, select the Device Pool tab and add the VXML Server to a device pool. Step 6 Optionally, select the Infrastructure tab and configure log file and syslog settings. Step 7 When you finish configuring the VXML Server, click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the VXML Server. Step 8 Shut down and then start the VXML Server and the primary and backup Call Servers. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 99 Chapter 2: - Managing Devices Configuring a VXML Server See Also Configuring General VXML Server Information (page 102) Configuring VXML Server Properties (page 103) Configuring VXML Infrastructure Settings (page 22) Viewing Device State (page 50) Shutting Down a Server (page 40) Starting a Server (page 39) Editing a VXML Server You can edit the configuration for a VXML Server that has been added to the Operations Console. Procedure To edit a VXML Server configuration: Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Servers window opens. Step 2 You can search for a VXML Server by using the procedure in the Finding a VXML Server topic. Step 3 From the list of matching records, choose the VXML Server that you want to edit. Step 4 Click Edit. The VXML Server Configuration window opens to the General Tab. Step 5 Change any general server information. You cannot change the IP address of the VXML Server. Step 6 Select the Configuration Tab, then edit VXML Server properties. Step 7 Optionally, select the Device Pool tab and add or remove the VXML Server from a device pool. Step 8 Optionally, select the Infrastructure tab and configure log file and syslog settings. Step 9 When you finish configuring the VXML Server, click Save to save the settings in the Operations Server database. Click Save & Deploy to apply the changes to the VXML Server. Step 10 If instructed, shut down and then start the VXML Server and the primary and backup Call Servers. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 100 Chapter 2: Managing Devices Configuring a VXML Server See Also Deleting a VXML Server (page 101) Adding a VXML Server (page 98) Configuring VXML Server Properties (page 103) Configuring Unified CVP General Server Information (page 102) Finding a VXML Server (page 114) Shutting Down a Server (page 40) Starting a Server (page 39) Viewing Device State (page 50) Deleting a VXML Server Deleting a VXML Server from the Operations Console deletes the configuration of the selected VXML Server in the Operations Console database and removes the VXML Server from displayed list of VXML Servers. Procedure To delete a VXML Server from the Control Center: Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Servers window displays. Step 2 From the list of matching records, choose the VXML Server that you want to delete by clicking the radio button preceding it. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. Step 5 Shut down and start the VXML Server and the primary and backup Call Servers. See Also Adding a VXML Server (page 98) Transferring Files to a VXML Server (page 108) Shutting Down a Server (page 40) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 101 Chapter 2: - Managing Devices Configuring a VXML Server Starting a Server (page 39) Finding a VXML Server (page 114) VXML Server General Properties You can configure settings that identify the VXML Server and choose a primary, and optionally, a backup Call Server to communicate with the Reporting Server. You can also enable secure communications between the Operations Console and the VXML Server. Table 21: VXML Server General Configuration Settings Field Description Default Range Restart/Reboot Needed IP Address The IP address of the VXML Server None A valid IP address No Hostname The host name of the VXML Server. None Host names must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash. A valid DNS name, No which includes uppercase and lowercase letters in the alphabet, the numbers 0 through 9, and a dash Description The description of the VXML Server Up to 1,024 characters No Enable secure communication with the Ops console Select to enable secure communications None between the Operations Server and this component. The device is accessed using SSH and files are transferred using HTTPS. On or Off Yes - reboot Primary Call Server The VXML Server uses the message None service on this Call Server to communicate with the Reporting Server and to perform an ICM lookup. Select a primary Call Server from the drop-down list. The drop-down list includes all Call Servers added to the Operations Console. Not applicable Yes - Restart Call Server and VXML Server Backup Call Server The VXML Server uses the message None service on this Call Server to communicate with the Reporting Server and perform an ICM lookup if the Primary Call Server is unreachable. Select a backup Call Server from the Not applicable Yes - Restart Call Server and VXML Server General None You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Call Servers Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 102 Chapter 2: Managing Devices Configuring a VXML Server Field Description Default Range Restart/Reboot Needed drop-down list. The drop-down list includes all Call Servers added to the Operations Console. VXML Server Configuration Properties From the VXML Server Configuration tab, you can enable reporting of VXML Server and call activities to the Reporting Server. When enabled, the VXML Server reports on call and application session summary data. Call summary data includes call identifier, start and end timestamp of calls, ANI, and DNIS. Application session data includes application names, session id, and session timestamps. If you choose detailed reporting, VXML Server application details are reported, including element access history, activities within the element, element variables and element exit state. Customized values added in the Add to Log element configuration area in Call Studio applications are also included in reporting data. Optionally, you can create report filters that define which data are included and excluded from being reported. Table 22: VXML Server Configuration Settings Field Description Default Range Restart/Reboot Needed No Configuration Enable Reporting for this VXML Server Indicates whether or not the VXML Enabled Server sends data to the Reporting Server. If disabled, no data is sent to the Reporting Server and reports will not contain any VoiceXML application data. Enabled (the default) or Disabled. Enable Reporting for VXML Application Details Indicates whether or not VoiceXML Disabled application details are reported. Enabled or Disabled (the No default). Max. Number of Messages The maximum size of reporting 100,000 messages that are saved in a memory buffer if a failover occurs and the Call Server is unreachable. Not applicable The level of transmission quality and service availability for the VXML Server. The drop-down list has the Yes - Restart following values: af11, VXML Server af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef Not applicable QoS Select QoS Level Note: For more information, see Implementing Quality of Service Policies with DSCP (Document ID: 10103) at http://www.cisco.com/ warp/public/105/dscpvalues.html. cs3 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 103 Chapter 2: - Managing Devices Configuring a VXML Server Field Description Default Range Restart/Reboot Needed Note: The default QoS setting for the VXML Server is CS2. VXML Applications Details: Filters Inclusive Filters List of applications, element types, None element names, and element fields, and ECC variables to include in reporting data. A semicolon-separated list Yes - Restart of text strings. A wildcard VXML Server character (*) is allowed within each element in the list. Note: For more information about filter syntax and rules, see Inclusive and Exclusive VoiceXML Filters for Reporting (page 106). Exclusive Filters List of applications, element types, None element names, and element fields, and ECC variables to exclude from reporting data. A semicolon-separated list Yes - Restart of text strings. A wildcard VXML Server character (*) is allowed within each element in the list. Note: For more information about filter syntax and rules, see Inclusive and Exclusive VoiceXML Filters for Reporting (page 106). Inclusive and Exclusive VoiceXML Filters for Reporting You use Inclusive and Exclusive VoiceXML filters to control the data that the VXML Server feeds to the Reporting Server. Data feed control is crucial for: • Saving space in the reporting database. • Preserving messaging communication bandwidth. Procedure To configure inclusive and exclusive filters for a Reporting Server: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 104 Chapter 2: Managing Devices Configuring a VXML Server Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Servers window opens. Step 2 You can search for a VXML Server by using the procedure in the Finding a VXML Server topic. Step 3 From the list of matching records, choose the VXML Server that you want to edit. Step 4 Click Edit. The VXML Server Configuration window opens to the General Tab. Step 5 Select the Configuration Tab, then configure VXML Server properties. Step 6 In the VXML Applications Details: Filters pane, enter an inclusive filter that defines the VoiceXML elements to include in data sent to the Reporting Server. Step 7 Optionally, enter an exclusive filter that excludes some of the data specified by the inclusive filter. Step 8 When you finish configuring filters, click Save to save the settings in the Operations Console database or click Save & Deploy to save and apply the changes to the VXML Server. Step 9 Shut down and then start the VXML Server and the primary and backup Call Servers. See Also Rules for VoiceXML Inclusive and Exclusive Filters (page 105) Examples of VoiceXML Filter Wildcard Matching (page 106) Examples of Inclusive and Exclusive VoiceXML Filters for Reporting (page 106) Rules for VoiceXML Inclusive and Exclusive Filters Inclusive and exclusive filters operate using the following rules: • By default, all items but the Start, End, Subdialog_Start and Subdialog_End elements are filtered from reporting data unless they are added to an Inclusive Filter. The Subdialog_Start and Subdialog_End elements are never filtered from reporting data unless Reporting is disabled on the VXML Server. • The Exclusive Filter takes precedence over the Inclusive Filter. For example, if an application name is in the Exclusive Filter, then all of the items of that applications are excluded from reporting data even if a particular field or element is listed in the Inclusive filter. • The syntax for Inclusive/Exclusive filters is: Appname.ElementType.ElementName.FieldName Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 105 Chapter 2: - Managing Devices Configuring a VXML Server or AppName.*.*.SESSION:Varname Note: This syntax is used to indicate session variables. • A semicolon (;) should be used to separate each item in a filter. For example, ElementA ; ElementB is valid. • A single wildcard (*) can be specified anywhere within the application name, element type, element name, or field name. • Element types, element names, and field names can contain alphanumeric characters, underscores, and a space character. • An application name can contain alphanumeric characters and underscores, but the space character is not allowed. For example, A_aa.B_bb.*C_cc_DD.E_ee_F* is valid. Examples of VoiceXML Filter Wildcard Matching The table below provides examples of VoiceXML filter wildcard matching. Table 23: Examples of VoiceXML Filter Wildcard Matching Filter What It Matches MyApplication.Voice.*.* Matches all voice elements in MyApplication *.Voice.*.* Matches all Voice elements in all applications. MyApplication.*.*.var* Matches all fields in MyApplication that start with with the string var. MyApplication.*.*.*3 Matches all fields in MyApplication that end with 3. MyApplication.*.*.SESSION:Company Matches the Company session variable in MyApplication. Examples of Inclusive and Exclusive VoiceXML Filters for Reporting The table below provides examples of some different combinations of Inclusive and Exclusive filters and the resulting data that the VXML Server feeds to the Reporting Server. Table 24: Examples of Inclusive and Exclusive VoiceXML Filters for Reporting Inclusive Filter Exclusive Filter Data the VXML Server Feeds To the Reporting Server Application1.*.*.* None All Application1 data Application1.*.*.* *.*.Element1.*; All Application1 data, except Element1 and Element2 *.*.Element2.* Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 106 Chapter 2: Managing Devices Configuring a VXML Server Inclusive Filter Exclusive Filter Data the VXML Server Feeds To the Reporting Server Application1.*.*.* *.*.Element1.*; All Application1 data, except Element1, Element2, and Field1 *.*.Element2.*; *.*.*.Field1 *.Voice.*.* which matches Application1.*.*.* Element3 and Element4 All Application1 data, except Element3 and Element4 Application1.*.*.* No data for Application1. Other Data for other applications, such as Application2, which contain Element1, Element2 and Field1, will be fed. *.Voice.*.* which matches *.*.Element3.*; Element1, Element2, Element3, and Element4 Only Element1 and Element2 and all applications. *.*.Element4.* *.Voice.*.* which matches *.*.*.Field1 Element1 and Element2, except for Field1, if it exists in those elements *.*.Element1.* None Element1 *.*.Element1.* *.*.*.Field1 Element1, except for Field1 if it exists in Element1 *.*.*.Field1 *.*.Element3.*; Field1 in any elements except Element3 and Element4 *.*.Element1.*; *.*.Element2.*; *.*.*.Field1 Element1 and Element2 *.*.Element4.* A good strategy for using filters is to create an Inclusive filter that includes the data you want to save in the Reporting database and then create an Exclusive filter to exclude portions of the data, for example, sensitive security information such as Social Security Numbers. For example. you would • First, create an inclusive filter to include all information: MyApp.Voice.*.* • Then, create an exclusive filter to remove credit card and social security numbers information: MyApp.Voice.*.CreditCard; MyApp.voice.*.SSN Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 107 Chapter 2: - Managing Devices Configuring a VXML Server Transferring Script Files You can transfer a single script file at a time from the Operations Console to one or more of the following devices: • VXML Server • VXML Server (standalone) • Gateway • Gatekeeper • Content Services Switch Scripts transferred to a VXML Server or VXML Server (standalone) must be stored in the .zip archive format, otherwise the Operations Console returns an invalid format error message and the file is not transferred. You can use the Call Studio archive feature to create .zip script files to be transferred to a VXML Server or VXML Server (standalone). To create an Archive file using Call Studio: 1. Right-click on a project in the Navigator view, and choose Deploy. 2. Under Deploy Destination, choose Archive File. 3. Enter the location and filename of the destination file in the Archive File text field. Note: The filename must end with a ".zip" extension. 4. Click Finish. Transferring a file is a two-step process: 1. Upload the file to the Operations Console. 2. Select one or more servers to transfer the uploaded file to. Procedure To transfer a script file: Step 1 From the Device Management menu, choose the type of server to which to transfer the script file. For example, to transfer a script file to a VXML Server, choose Device Management > VXML Server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 108 Chapter 2: Managing Devices Configuring a VXML Server The Find, Add, Delete, Edit window lists any servers that have been added to the Operations Console. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Step 3 Select File Transfer in the toolbar and then click Scripts. The Script File Transfer page opens, listing the host name and IP address for the selected device. Script files currently stored in the Operations Server database are listed in the Select From available Script Files box. Step 4 If the script file is not listed in the Select From Available Script Files box: a. Click Select a Script File from Your Local PC. b. Enter the file name in the text box or click Browse to search for the script file on the local file system. Step 5 If the script file is listed in the Select From Available Script Files box, select the script file. Step 6 Click Transfer to send the file to the device. The script file is transferred to the selected server. See Also Finding a VXML Server. (page 114) Downloading a Log Messages XML File You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine from any Unified CVP server. After downloading the file, you can edit it to configure the way Unified CVP event notifications are handled. Then after you edit the file, you can upload the customized file to any Unified CVP server. Procedure To download a Log Messages XML file from the Operations Console to a Unified CVP Server: Step 1 From the Device Management menu, choose the type of server from which you want to download a syslog XML file. For example, to download a file to a VXML Server, choose Device Management > VXML Server. The Find, Add, Delete, Edit window lists any servers that have been added to the control panel. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 109 Chapter 2: - Managing Devices Configuring a VXML Server Step 3 Select File Transfer in the toolbar and then click Log Messages XML File Download. The Log Messages XML Download dialog box displays. Step 4 Click Download to transfer the XML file to the server. A message indicates that this operation might take some time. Click OK to continue with the download or click Cancel to cancel the download. See Also Uploading a Log Messages XML File (page 111) Editing the Log Messages XML File (page 110) Editing the Log Messages XML File The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. This file also identifies an event type identifier and message text identifier for each event. The text for these identifiers is stored in the resource properties file, CVPLogMessages.properties. Each Unified CVP Call Server, VXML Server, and Reporting Server has a log messages XML file and log message file. You can edit the CVPLogMessages.xml file on a particular Unified CVP server to customize the severity, destination and possible resolution for each event that the server generates. You can also edit the CVPLogMessages.properties file to change the text of the message that is generated when an event occurs on that server. Use any plain-text editor (one that does not create any markup) or XML editor to edit the CVPLogMessages.xml file. Use a resource file editor, if available, to edit the CVPLogMessages.properties file. If a resource file editor is not available, use a text editor. Message Element Possible Values What it Means Name Resource="identifier" Identifies the event type described in the CVPLogMessages.properties file. Body Resource="identifier" Identifies the message text described in the CVPLogMessages.properties file. Severity 0 to 6 Identifies the severity level (page 111) of the event. SendToSNMP True or false Set to true, to send this message, when logged, to an SNMP manager, if one is configured. SendToSyslog True or false Set to true to send this message, when logged, to a Syslog server, if one is configured. SNMPRaise True or false Set to true to identify this message, when logged, as an SNMP raise event, which the SNMP management station can use to initiate a task or automatically take an action. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 110 Chapter 2: Managing Devices Configuring a VXML Server Message Element Possible Values What it Means Set to false to identify this message as an SNMP clear when sent to an SNMP management station. An SNMP clear event usually corresponds to an SNMP raise event, indicating that the problem causing the raise has been corrected. An administrator on an SNMP management station can correlate SNMP raise events with SNMP clear events. Unified CVP Event Severity Levels The following table describes the available severity levels for Unified CVP events. You can set the severity level for an event by editing the log messages XML file, CVPLogMessages.xml, on the server that generates events. For instructions on editing this file, see Editing the Log Messages XML File (page 110). Level Severity Purpose EMERGENCY 0 System or service is unusable ALERT 1 Action must be taken immediately CRITICAL 2 Critical condition, similar to ALERT, but not necessarily requiring an immediate action ERROR 3 An error condition that does not necessarily impact the ability of the service to continue to function WARN 4 A warning about a bad condition, which is not necessarily an error NOTICE 5 Notification about interesting system-level conditions, which are not errors INFO 6 Information about internal flows or application or per-request information, not system-wide information Uploading a Log Messages XML File You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine from any Unified CVP server. After downloading the file, you can edit it to configure the way Unified CVP event notifications are handled. Then after you edit the file, you can upload the customized file to any Unified CVP server. Procedure To upload a Log Messages XML file from a Unified CVP Server to the Operations Console: Step 1 From the Device Management menu, choose the type of server to which you want to upload a syslog XML file. For example, to upload a file to a VXML Server, choose Device Management > VXML Server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 111 Chapter 2: - Managing Devices Configuring a VXML Server The Find, Add, Delete, Edit window lists any servers that have been added to the control panel. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Step 3 Select File Transfer in the toolbar and then click Log Messages XML File Upload. The Log Messages XML Upload page displays. Step 4 In the Select a Log Messages XML file from your local PC text box, enter a file name or click Browse and search for the file on your local system. Step 5 Click Upload to transfer the selected file to the Unified CVP Server. Step 6 Shut down and then start the corresponding Unified CVP Server. See Also Downloading a Log Messages XML File (page 111) Editing the Log Messsages XML File (page 110) Shutting Down a Server (page 40) Starting a Server (page 39) Applying a License to a VXML Server When you are creating a new VXML Server, you must apply a valid license file before using the server. You can browse for and upload the license file to the Operations Console, and then transfer the license to the VXML Server. Select either an existing license file in the Operations Console database or a new license file from your local PC. For more information on licensing, see Unified CVP Licensing (page 52). Procedure To apply a license file: Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Server window lists any servers that have been added to the Operations Console. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Step 3 Select File Transfer in the toolbar and then click Licensing. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 112 Chapter 2: Managing Devices Configuring a VXML Server The File Transfer page displays, listing the Hostname and IP Address for the currently selected VXML 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. Step 6 Click Transfer to transfer the selected license file to the selected device. The license is applied to the selected server. See Also Finding a VXML Server (page 114) Getting the System ID for a VXML Server You need the System ID for each VXML Server in order to request a license from Cisco. Procedure To get the System ID for a VXML Server: Step 1 Choose Device Management > VXML Server. The Find, Add, Delete, Edit VXML Servers window opens. Step 2 From the list of matching records, choose the VXML Server that you want to edit. Step 3 Click Edit. The VXML Server Configuration window opens to the General Tab. Step 4 Select System Id from the toolbar. Step 5 Click OK when the confirmation message is displayed. The System ID for the VXML Server will be displayed. See Also Adding a VXML Server (page 98) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 113 Chapter 2: - Managing Devices Configuring a VXML Server Editing a VXML Server (page 100) Deleting a VXML Server (page 101) Finding VXML Server (page 114) Applying a License to a VXML Server (page 112) Finding a VXML Server The Operations Console lets you locate a VXML Server on the basis of specific criteria. Procedure To find a VXML Server: Step 1 Choose Device Management > VXML Server from the Main menu. The Find, Add, Delete, Edit VXML Servers window lists the available VXML Servers, 10 at a time, sorted by name. Step 2 If the list is long, click Next to view the next group of available VXML Servers. Step 3 If you know the exact name of a particular VXML Server, enter the name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all VXML Servers are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 114 Chapter 2: Managing Devices Configuring a VXML Server (Standalone) Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring a VXML Server (Standalone) In the VXML Server (standalone) call flow model, the Call Server routes messages between the components. Calls arrive through a VoiceXML gateway and interact directly with a VXML Server to execute VoiceXML applications. The gateway performs both ingress and VoiceXML functions. This call flow model provides a sophisticated VoiceXML-based VRU, for applications which in many cases do not need to interact with an ICM Server. The VXML Server (standalone) does not provide statistics, and no database can be configured to capture data from standalone VoiceXML applications. In this call flow model, you should configure the call server with no services enabled. You can perform the following tasks: • Adding a VXML Server (Standalone) (page 115) • Editing a VXML Server (Standalone) (page 116) • Deleting a VXML Server (Standalone) (page 117) • Finding a VXML Server (Standalone) (page 118) • Getting the System Id for a VXML Server (Standalone) (page 119) • Viewing Device State (page 50) Adding a VXML Server (Standalone) Before You Begin Before adding a VXML Server (standalone) in the Operations Console, collect the hostname and IP address of the VXML Server during the installation of Unified CVP software. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 115 Chapter 2: - Managing Devices Configuring a VXML Server (Standalone) Procedure To add a VXML Server (standalone): Step 1 Choose Device Management > VXML Server (standalone). The Find, Add, Delete, Edit VXML Server (standalone) window opens. Note: To use an existing VXML Server (standalone) as a template for creating the new VXML Server (standalone), select the VXML Server (standalone) by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The VXML Server (standalone) Configuration window opens to the General Tab. Step 3 Fill in the IP address and hostname and an optional description for the VXML Server. Note: hostnames must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash. Step 4 Optionally, select the Device Pool Tab and add the server to a device pool. Step 5 When you finish configuring the VXML Server (standalone), click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the VXML Server (standalone). See Also Deleting a VXML Server (Standalone) (page 117) Editing a VXML Server (Standalone) (page 116) Finding a VXML Server (Standalone) (page 118) Adding and Removing Devices from a Device Pool (page 43) Viewing Device State (page 50) Editing a VXML Server (Standalone) Procedure To edit a VXML Server (standalone): Step 1 Choose Device Management > VXML Server (standalone). Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 116 Chapter 2: Managing Devices Configuring a VXML Server (Standalone) The Find, Add, Delete, Edit VXML Servers (standalone) window opens. 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. The VXML Server (standalone) Configuration window opens to the General Tab. Step 3 Make the desired changes. You can change the IP address or assign the server to a device pool. Step 4 When you finish configuring the VXML Server, click Save to save the settings in the Operations Console database. Click Save & Deploy to apply the changes to the VXML Server. See Also Deleting a VXML Server (Standalone) (page 117) Adding a VXML Server (Standalone) (page 115) Finding a VXML Server (Standalone) (page 118) Getting the System Id for a VXML Server (Standalone) (page 119) Transferring Script Files (page 108) Applying a License to a VXML Server (page 112) Adding and Remove a device from a device pool (page 43) Viewing Device State (page 50) Deleting a VXML Server (Standalone) Deleting a VXML Server (standalone) from the Operations Console deletes its configuration data in the Operations Console database and removes the VXML Server from the displayed list of VXML Servers. Procedure To delete a VXML Server (standalone): Step 1 Choose Device Management > VXML Server (standalone). The Find, Add, Delete, Edit VXML Servers (standalone) window opens. Step 2 Select the VXML Server that you want to delete by clicking the radio button preceding it. Step 3 Click Delete. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 117 Chapter 2: - Managing Devices Configuring a VXML Server (Standalone) Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding a VXML Server (Standalone) (page 115) Editing a VXML Server (Standalone) (page 116) Finding a VXML Server (Standalone) (page 118) Finding a VXML Server (Standalone) The Operations Console lets you locate a VXML Server on the basis of specific criteria. Use the following procedure to locate a VXML Server (standalone). Procedure To find a VXML Server (standalone): Step 1 Choose Device Management > VXML Server (standalone) from the Main menu. The Find, Add, Delete, Edit VXML Servers (standalone) window lists the available VXML Servers (standalone), 10 at a screen, sorted by name. Step 2 If the list is long, click Next to view the next group of available VXML Servers (standalone). Step 3 If you know the exact name of a particular VXML Server, enter its hostname in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all VXML Servers (standalone) are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 118 Chapter 2: Managing Devices Configuring a VXML Server (Standalone) Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. See Also Adding a VXML Server (Standalone) (page 115) Editing a VXML Server (Standalone) (page 116) Deleting a VXML Server (Standalone) (page 117) Getting the System Id for a VXML Server standalone) You need the System Id for each VXML Server in order to request a license from Cisco. See Applying a License to a VXML Server (page 112). Procedure To get the System Id for a VXML Server (standalone): Step 1 Choose Device Management > VXML Server (standalone). The Find, Add, Delete, Edit VXML Servers (standalone) window opens. 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. The VXML Server (standalone) Configuration window opens to the General Tab. Step 3 Select System Id from the toolbar. Step 4 Click OK when the confirmation message is displayed. The System Id for the VXML Server will be displayed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 119 Chapter 2: - Managing Devices Configuring a VXML Server (Standalone) See Also Deleting a VXML Server (Standalone) (page 117) Adding a VXML Server (Standalone) (page 115) Editing a VXML Server (Standalone) (page 116) Finding a VXML Server (Standalone) (page 118) Transferring Script Files (page 108) Applying a License to a VXML Server (Standalone) When you are creating a new VXML Server (standalone), you must apply a valid license file before using the server. You can browse for and upload the license file to the Operations Console, and then transfer the license to the VXML Server (standalone). Select either an existing license file in the Operations Console database or a new license file from your local PC. For more information on licensing, see Unified CVP Licensing (page 52). Procedure To apply a license file: Step 1 Choose Device Management > VXML Server (standalone). The Find, Add, Delete, Edit VXML Servers (standalone) window lists any servers that have been added to the Operations Console. Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Step 3 Select File Transfer in the toolbar and then click Licensing. The File Transfer page displays, listing the Hostname and IP Address for the currently selected VXML Server (standalone). 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. Step 6 Click Transfer to transfer the selected license file to the selected device. The license is applied to the selected server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 120 Chapter 2: Managing Devices Configuring a Gatekeeper See Also Finding a VXML Server (page 114) Configuring a Gatekeeper From the Device Management menu, Gatekeeper option, you can add a pre-configured IOS Gatekeeper to the Operations Console. Once added, you can execute a subset of IOS Gatekeeper commands on the Gatekeeper from the Operations Console. You can perform the following tasks: • Adding a Gatekeeper (page 122) • Deleting a Gatekeeper (page 124) • Editing a Gatekeeper (page 129) • Executing Gatekeeper Commands (page 124) • Getting Gatekeeper Statistics (page 127) • Transferring a File to a Gatekeeper (page 121) • Finding a Gatekeeper (page 126) Transferring a File to a Gatekeeper You can transfer a single file at a time from the Operations Console to one or more gatekeepers. If you want to transfer multiple files at a time, use the Bulk Administration File Transfer menu option. See the Bulk Administration File Transfer (page 187) topic. Procedure To transfer files from the Operations Console to a gatekeeper: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeeper window lists any gatekeepers that have been added to the Operations Console. Step 2 Select a gatekeeper by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search (page 126) for a gatekeeper. The Edit Gatekeeper Configuration window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 121 Chapter 2: - Managing Devices Configuring a Gatekeeper Step 3 Select File Transfer > Scripts from the Gatekeeper configuration toolbar. The File Transfer window opens. Step 4 Step 5 Select a file to transfer to the gatekeeper. a. If the script is located on your local machine, click Select a script file from your local PC, then click Browse and select the script file to transfer to the Operations Console. b. If the script is located on the Operations Console, click Select from available script files. When you have selected the file to transfer, click Transfer to copy the selected file to the Operations Console and the gatekeeper. Adding a Gatekeeper You can add a pre-configured Gatekeeper to the Operations Console. Before You Begin Collect the following information from the gatekeeper before adding the device: Information You Will Need: • IP address • Username and password • Enable password Procedure To add a gatekeeper: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeepers window opens. Note: To use an existing gatekeeper as a template for creating the new gatekeeper, select the gatekeeper by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Gatekeeper Configuration window opens. Step 3 Fill in the appropriate configuration settings on the General tab as described in Gatekeeper Configuration Settings (page 125). Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 122 Chapter 2: Managing Devices Configuring a Gatekeeper Step 4 Optionally, select the Device Pool tab and add the Gatekeeper to a device pool. See Adding and Removing a Device from a Device Pool (page 43) for detailed instructions. Step 5 When you finish configuring the Gatekeeper, click Save to save the settings in the Operations Console database. See Also Viewing Device State (page 50) Editing a Gatekeeper You can edit most configuration settings for a Gatekeeper that has been added to the Operations Console. You cannot change the IP address of the Gatekeeper. Procedure To edit a gatekeeper: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeeper window opens. Step 2 Find the gatekeeper by using the procedure in the Finding a Gatekeeper (page 126) topic. Step 3 From the list of matching records, choose the gatekeeper that you want to edit. Step 4 Click Edit. The Gatekeeper Configuration window opens to the General tab, with the current settings displayed. Step 5 Change the desired configuration settings. You cannot change the IP address of the Gatekeeper. Step 6 Optionally, select the Device Pool tab and add the Gatekeeper to a device pool. Step 7 When you finish configuring the gateway, click Save to save the configuration. See Also Executing Gatekeeper Commands (page 124) Getting Device Statistics (page 52) Transferring Script Files (page 108) Gatekeeper Configuration Settings (page 125) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 123 Chapter 2: - Managing Devices Configuring a Gatekeeper Adding and Removing a Device from a Device Pool (page 43) Viewing Device State (page 50) Deleting a Gatekeeper Deleting a gatekeeper from the Operations Console deletes the configuration of the selected gatekeeper in the Operations Console database and removes the gatekeeper from the displayed list of gatekeepers. Procedure To delete a gatekeeper: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeeper window displays. Step 2 Find the gatekeeper by using the procedure in the Finding a Gatekeeper (page 126) topic. Step 3 From the list of matching records, choose the gatekeeper that you want to delete. Step 4 Click Delete. Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. Executing Gatekeeper Commands You can use a drop-down menu to select and execute a subset of available gateway IOS commands when you are editing a gatekeeper configuration. Procedure To execute gatekeeper commands: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeeper window opens. Step 2 To edit an existing gateway configuration, click Edit. Step 3 From the IOS Commands drop-down menu, select an IOS command to execute on the gatekeeper. If the command fails, the error will be displayed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 124 Chapter 2: Managing Devices Configuring a Gatekeeper See Also IOS Gatekeeper Commands (page 125) Gatekeeper Configuration Settings The following table describes the properties that can be changed to configure a gatekeeper in the Unified CVP solution. Table 25: Gatekeeper Configuration Settings Field Description Default Range IP Address The IP address of the gatekeeper None Valid IP address Hostname The host name of the gatekeeper None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Description The description of the gatekeeper None Any string Security Select On to enable secure communications None between the Operations Server and this component. The device is accessed using SSH and files are transferred using HTTPS. Select only if security is enabled and configured on the gatekeeper. General On or Off You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Unified Customer Voice Portal. User Name and Passwords User Name User name to access the device (telnet or ssh None user name). This user name is optional. If the user name is filled in, it must be configured on the device. None User Password Password to access the device (telnet or ssh None password), needs to be configured on device. None Enable Password Password to change to exec mode on device. None None IOS Gatekeeper Commands You can execute the following IOS gatekeeper commands from the IOS Commands drop-down menu on the Gatekeeper Configuration window: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 125 Chapter 2: - Managing Devices Configuring a Gatekeeper Table 26: IOS Gatekeeper Commands Command Description Show running-config Displays running-config Show startup-config Displays startup-config Show version Displays IOS version show gatekeeper gw-type prefix Displays string of the IOS command as executed on the device show gatekeeper endpoint Displays full string of the IOS command as executed on the device. Value stored in database. After command is executed field value will be refreshed show gatekeeper standby Displays string of the IOS command as executed on the device See Also Executing Gatekeeper Commands (page 124) Finding a Gatekeeper Because you most likely have several gatekeepers in your network, the Operations Console lets you locate specific gatekeepers on the basis of specific criteria. Use the following procedure to locate a gatekeeper. Procedure To find a gatekeeper: Step 1 Choose Device Management > Gatekeepers from the Main menu. The Find, Add, Delete, Edit Gatekeepers window lists the available gatekeepers of the type you selected, 10 at a screen, sorted by name. Step 2 If the list is long, click Next to view the next group of available devices. Step 3 If you know the exact name of a particular gatekeeper, enter the name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all gatekeepers are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 126 Chapter 2: Managing Devices Configuring a Gatekeeper Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Getting Gatekeeper Statistics You can display statistics for any gatekeeper that has been added to the Operations Console. If you have not already done so, add the gatekeeper to the network map. To add a Gatekeeper, see Adding a Gatekeeper (page 122). Procedure To get gatekeeper statistics: Step 1 Choose Device Management > Gatekeeper. The Find, Add, Delete, Edit Gatekeepers window opens. Step 2 Select a gatekeeper by clicking on the link in the Hostname field or by clicking the radio button preceding it and then clicking Edit. Note: If the list of gatekeepers is long, you can search for a gatekeeper. See the Finding a Gatekeeper (page 126) help topic. The Edit Gatekeeper Configuration window opens to the General tab. Step 3 Click Statistics in the toolbar and then select the type of statistics to view from the drop-down menu. The Gatekeeper Results window opens, displaying the selected statistics. If the statistics fill the display area, use the scroll bar to move forward and backward or up and down in the display. See Gatekeeper Statistics. (page 31) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 127 Chapter 2: - Managing Devices Configuring a Gateway Configuring a Gateway From the Device Management menu, Gateway option, you can add a pre-configured IOS Gateway to the Operations Console. Once added, you can execute a subset of IOS Gateway commands on the Gateway from the Operations Console. The Ingress Gateway is the point at which an incoming call enters the Unified CVP solution. It terminates TDM phone lines on one side and implements VoIP on the other side. It also provides for sophisticated call switching capabilities at the command of other Unified solution components. It works with either H.323 or SIP protocols, and also supports MGCP for use with Unified CM. The Ingress Gateway may be deployed separately from the VoiceXML Gateway, but in most implementations they are one and the same: one gateway performs both functions. Gateways are often deployed in farms, for centralized deployment models. In Branch deployment models, one combined gateway is usually located at each branch office. The VoiceXML Gateway hosts the IOS voice browser, the component which interprets VoiceXML pages from either the Unified CVP IVR service or the VXML Server, plays .wav files and Text-to-Speech (TTS), inputs voice and DTMF, and sends results back to the VoiceXML requestor. It also mediates between Media Servers, VXML Servers, ASR and TTS Servers, and the IVR service. Unless it is combined with the Ingress Gateway, the VoiceXML Gateway does not require any TDM hardware. All its interfaces are VoIP on one side and HTTP (carrying VXML or .wav files) and MRCP (carrying ASR and TTS traffic) on the other side. As with Ingress Gateways, VXML Gateways are often deployed in farms for centralized deployment models, or one per office in Branch deployments. You can perform the following tasks: • Adding a Gateway (page 128) • Editing a Gateway (page 129) • Deleting a Gateway (page 130) • Executing Gateway Commands (page 132) • Getting Gateway Statistics (page 133) • Transferring a File to a Gateway (page 132) • Finding a Gateway (page 134) Adding a Gateway You can add a pre-configured IOS gateway to the Operations Console. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 128 Chapter 2: Managing Devices Configuring a Gateway Before You Begin Collect the following information from the IOS Gateway before adding the gateway: Needed Information: • IP address • Device type: 28xx, 37xx, 38xx, 5xxxx • Username and password • Enable password Procedure To add a gateway: Step 1 Choose Device Management > Gateway. The Find, Add, Delete, Edit Gateways window opens. Note: To use an existing gateway as a template for creating the new gateway, select the gateway by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Gateway Configuration window opens. Step 3 Fill in the IP address, hostname, user password, and enable password for the gateway. Optionally, fill in additional configuration settings on the General tab. Step 4 Select the Device Pool tab and add the gateway to a device pool. Step 5 When you finish configuring the gateway, click Save to save the configuration. See Also Gateway Configuration Settings (page 131) Adding and Removing a Device from a Device Pool (page 43) Viewing Device State (page 50) Editing a Gateway You can change most information that configures a gateway that has been added to the Operations Console. You cannot change the IP address of the gateway. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 129 Chapter 2: - Managing Devices Configuring a Gateway Procedure To edit a gateway: Step 1 Choose Device Management > Gateway. The Find, Add, Delete, Edit Gateways window opens. Step 2 Find the gateway by using the procedure in the Finding a Gateway (page 134) topic. Step 3 From the list of matching records, choose the gateway that you want to edit. Step 4 Click Edit. The Gateway Configuration window opens with the current settings displayed on the General tab. Step 5 Change the appropriate configuration settings. Step 6 Optionally, select the Device Pool tab and add the gateway to a device pool. Step 7 When you finish configuring the gateway, click Save to save the configuration. See Also Gateway Configuration Settings (page 131) Adding and Removing a Device from a Device Pool (page 43) Executing IOS Commands on the Gateway (page 132) Getting Gateway Statistics (page 133) Transferring Script Files (page 108) Viewing Device State (page 50) Deleting a Gateway Deleting a gateway deletes the configuration of the selected gateway in the Operations Console database and removes the gateway from the displayed list of gateways. Procedure To delete a gateway: Step 1 Choose Device Management > Gateway. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 130 Chapter 2: Managing Devices Configuring a Gateway The Find, Add, Delete, Edit Gateways window displays. Step 2 Find the gateway by using the procedure in the Finding a Gateway (page 134) topic. Step 3 From the list of matching records, choose the gateway that you want to delete. Step 4 Click Delete. Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. Gateway Configuration Settings Table 27: Gateway Configuration Settings Field Description Default Range IP Address The IP address of the gateway None Valid IP address Hostname The name of the gateway None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Device Type The type of gateway device None 28xx, 37xx, 38xx, 5xxxx , other Description The description of the gateway None Up to 1,024 characters General Enable Secure Select On to enable secure None Communication with communications between the the Ops console Operations Server and this component. The device is accessed using SSH and files are transferred using HTTPS. Select only if security is enabled and configured on Gateway. enabled or disabled You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Unified Customer Voice Portal. Username and Passwords Username (Optional) User name to access the device (telnet or ssh Username). If specified, the user name must be configured on the device. None None User Password Password to access the device (telnet None or ssh password), needs to be configured on device. None Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 131 Chapter 2: - Managing Devices Configuring a Gateway Field Description Default Enable Password Password to change to exec mode on None device. Range None IOS Gateway Commands You can execute the following IOS gateway commands from the IOS Commands drop-down menu on the Gateway Configuration window: Table 28: IOS Gateway Commands Command Description Show version Displays IOS version Show startup-config Displays startup-config Show running-config Displays running-config Executing IOS Commands on the Gateway You can use a drop-down menu to select and execute a subset of available gateway IOS commands when you are editing a gateway configuration. Procedure To execute a gateway commands: Step 1 Choose Device Management > Gateway. The Find, Add, Delete, Edit Gateways window opens. Step 2 You are editing an existing gateway configuration, click Edit. Step 3 Select IOS Commands from the Gateway Configuration toolbar. Step 4 From the IOS Commands drop-down menu, select an IOS command to execute on the gateway. If the command fails, the error will be displayed in an error web page. Transferring a File to a Gateway You can transfer a single file at a time from the Operations Console to one or more gateways. If you want to transfer multiple files at a time, use the Bulk Administration File Transfer menu option. See the Bulk Administration File Transfer (page 187) topic. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 132 Chapter 2: Managing Devices Configuring a Gateway Procedure To transfer files between the Operations Console and a gateway: Step 1 Choose Device Management > Gateway. The Find, Add, Delete, Edit Gateway window lists any gateways that have been added to the Operations Console. Step 2 Select a gateway by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Gateway Configuration window opens. Step 3 Select File Transfer > Scripts from the Gateway configuration toolbar. The File Transfer window opens. Step 4 Step 5 Select a file to transfer to the gateway. a. If the script is located on your local machine, click Select a script file from your local PC, then click Browse and select the script file to transfer to the Operations Console. b. If the script is located on the Operations Console, click Select from available script files. When you have selected the file to transfer, click Transfer to copy the selected file to the Operations Console and the gateway. See Also Finding a Gateway (page 134) Viewing Gateway Statistics (page 133) Viewing Gateway Statistics You can display statistics for any gateway that has been added to the Operations Console. Procedure To get gateway statistics: Step 1 Choose Device Management > Gateway. The Find, Add, Delete, Edit Gateways window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 133 Chapter 2: - Managing Devices Configuring a Gateway Step 2 Select a gateway by clicking on the link in the Hostname field or by clicking the radio button preceding it and then clicking Edit. Note: If the list of gateways is long, you can search for a gateway. See the Finding a Gateway (page 134) help topic. The Edit Gateway Configuration window opens to the General tab. Step 3 Click Statistics in the toolbar and then select the type of statistics to view from the drop-down menu. The Gateway Statistics Results window opens, displaying the selected statistics. If the statistics fill the display area, use the scroll bar to move forward and backward or up and down in the display. See Gateway Statistics. (page 32) Finding a Gateway Because you most likely have several gateways in your network, the Operations Console lets you locate specific gateways on the basis of specific criteria. Use the following procedure to locate a gateway. Procedure To find a gateway: Step 1 Choose Device Management > Gateway from the Main menu. The Find, Add, Delete, Edit Window lists the available gateways, 10 at a time, sorted by name. Step 2 If the list is long, click Next to view the next group of available gateways. Step 3 If you know the exact name of a particular gateway, enter the name in the Search text box and then click Go. Note: Basic Search and Advanced Search are not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all gateways are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 134 Chapter 2: Managing Devices Configuring a Content Services Switch (CSS) Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring a Content Services Switch (CSS) A Content Services Switch (CSS) provides load-balancing services for servers. You can add a CSS to the Operations Console. Once added, you can add a CSS to a device pool and execute a subset of IOS commands on the CSS from the Operations Console and transfer files between the CSS and the Unified CVP Operations Server. The Content Services Switch (CSS) is the focus for high availability design in the TCP arena. The CSS can be placed between one (or more) VoiceXML Gateways, VXML Servers, Media Servers, and ASR/TTS Servers. Various mechanisms allow it to implement transparent load balancing and failover across these types of devices. CSS is an optional device, but it comes highly recommended. Without it, the CVP IVR Service implements a failover mechanism for up to two of each of the above components, but they are not load balanced, and various retries and delays are part of the algorithm, all of which is avoided if CSS is used. The CSS is normally deployed as a Virtual Router Redundancy Protocol (VRRP) pair. It is useful in all deployment models except for Call Director. You can perform the following tasks: • Adding a Content Services Switch (page 136) • Editing a Content Services Switch (page 136) • Deleting a Content Services Switch (page 137) • Finding a Content Services Switch (page 138) • Executing IOS Commands on a Content Services Switch (page 140) • Transferring a Script File to a Content Services Switch (page 140) • Getting Device Statistics (page 52) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 135 Chapter 2: - Managing Devices Configuring a Content Services Switch (CSS) Adding a Content Services Switch Before You Begin Collect the following information from the Content Services Switch before adding the switch to the Operations Console: Information you will need: • IP address • Device type • User name and password • Enable password Procedure To add a Content Services Switch: Step 1 Choose Device Management > Content Services Switch. The Find, Add, Delete, Edit Content Services Switch window opens. Step 2 Click Add New. The Content Services Switch Configuration window opens. Step 3 Fill in the appropriate configuration settings on the General tab as described in Content Services Switch Configuration Settings. Step 4 Select the Device Pool tab and add the Content Services Switch to a device pool. Step 5 When you finish configuring the Content Services Switch, click Save to save the configuration. See Also Viewing Device State (page 50) Content Services Switch Configuration Settings (page 139) Editing a Content Services Switch You can change an existing Content Services Switch configuration. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 136 Chapter 2: Managing Devices Configuring a Content Services Switch (CSS) Procedure To edit a Content Services Switch: Step 1 Choose Device Management > Content Services Switch. The Find, Add, Delete, Edit Content Services Switches window opens. Step 2 From the list of matching records, choose the Content Services Switch that you want to edit. Step 3 Click Edit. The Content Services Switch Configuration window opens with the current settings displayed. Step 4 Fill in the appropriate configuration settings on the General tab as described in Content Services Switch Configuration Settings. Step 5 Optionally, select the Device Pool tab and add the Content Services Switch to a device pool. Step 6 When you finish configuring the Content Services Switch, click Save to save the configuration. See Also Viewing Device State (page 19) Finding a Content Services Switch (page 138) Content Services Switch Configuration Settings (page 139) Deleting a Content Services Switch Deleting a Content Services Switch deletes the configuration of the selected Content Services Switch in the Operations Console database and removes the gateway from displayed list of Content Service Switches. Procedure To delete a Content Services Switch: Step 1 Choose Device Management > Content Services Switch. The Find, Add, Delete, Edit Content Services Switches window displays. Step 2 From the list of matching records, choose the Content Services Switch that you want to delete. Step 3 Click Delete. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 137 Chapter 2: - Managing Devices Configuring a Content Services Switch (CSS) Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding a Content Services Switch (page 138) Finding a Content Services Switch You can locate a Content Services Switch on the basis of specific criteria. Use the following procedure to locate a Content Services Switch. Procedure To find a Content Services Switch: Step 1 Choose Device Management > Content Services Switch from the Main menu. The Find, Add, Delete, Edit Content Services Switches window lists the available Content Services Switch of the type you selected, sorted by name, 10 at a time. Step 2 If the list is long, click Next to view the next group of available devices. Step 3 If you know the host name of a particular Content Services Switch, enter its name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 138 Chapter 2: Managing Devices Configuring a Content Services Switch (CSS) Search criteria: • begins with • contains • is exactly • ends with • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Content Services Switch Configuration Settings You can change the settings described in the following table to configure a Content Services Switch. Table 29: Content Services Switch Configuration Settings Field Description Default Range General IP Address The IP address of the Content Services Switch None Valid IP address Hostname The host name of the Content Services Switch None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Device Type The type of device 11xxxx Description The description of the Content Services Switch None None Enable secure Select to enable secure communications between None communication with the the Operations Server and this component. The Ops console device is accessed using SSH and files are transferred using HTTPS. Any string On or Off You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. User Name and Passwords User Name User name to access the device (telnet or ssh user None name). This user name must be configured on the device. None User Password Password to access the device (telnet or ssh password), needs to be configured on device. None None Enable Password Password to change to exec mode on device. None None Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 139 Chapter 2: - Managing Devices Configuring a Content Services Switch (CSS) IOS Content Services Switch Commands You can execute the following IOS commands on the Content Services Switch from the IOS Commands drop-down menu on the Content Services Switch Configuration window: Table 30: IOS Content Services Switch Commands Command Description Show running-config Displays running-config Show startup-config Displays startup-config Show version Displays IOS version See Also Executing IOS Commands on the Content Services Switch (page 140) Executing IOS Commands on the Content Services Switch You can use a drop-down menu to select and execute a subset of available IOS commands when you are editing a Content Services Switch configuration. See Also IOS Content Services Switch Commands (page 140) Transferring a Script File to a Content Services Switch You can transfer a single file at a time from the Operations Console to one or more Content Services Switches. If you want to transfer multiple files at a time, use Bulk Administration File Transfer (page 187). Disabling the Microsoft FTP Publishing Service In order to successfully allow log file transfers, you need to disable the Microsoft FTP Publishing Service. Step 1 Open the Microsoft Services application and right-click FTP Publishing Service in the Services (Local) area. Step 2 Select Properties from the drop-down list. The FTP Publishing Service Properties (Local Computer) window displays. Step 3 Select Disabled from the Startup type list box. Step 4 Click Apply, then click OK. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 140 Chapter 2: Managing Devices Configuring a Speech Server Procedure To transfer files from the Operations Console to a Content Service Switch: Step 1 Choose Device Management > Content Service Switch. The Find, Add, Delete, Edit Content Services Switches window lists any Content Services Switches that have been added to the Operations Console. Step 2 Select a Content Services Switch by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Content Services Switch. The Content Services Switch Configuration window opens. Step 3 Select File Transfer > Scripts from the toolbar. The Script File Transfer page opens, listing the IP address and host name of the currently selected Content Services Switch. Step 4 Step 5 Select a file to transfer to the Content Services Switch. a. If the script is located on your local machine, click Select a script file from your local PC, then click Browse and select the script file to transfer to the Operations Console. b. If the script is located on the Operations Console, click Select from available script files. When you have selected the file to transfer, click Transfer to copy the selected file to the Content Services Switch. Configuring a Speech Server A speech server provides speech recognition and synthesis services. You can add a pre-configured speech server to the Operations Console. Once added to the Operations Console, you can add a speech server to one or more device pools. A speech server provides speech recognition services and text-to-speech services for a VoiceXML Gateway. For capacity and redundancy reasons, a Content Services Switch is usually used to mediate between a farm of such servers. If you do not use a Content Services Switch, Unified CVP can support a maximum of two speech servers. Caution: The Operations Console can only manage speech servers installed on Windows (or AIX if supported by vendors), not on Linux. If the speech server is installed on Linux, the server cannot be managed. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 141 Chapter 2: - Managing Devices Configuring a Speech Server You can perform the following tasks: • Adding a Speech Server (page 142) • Editing a Speech Server (page 143) • Applying a License to a Speech Server (page 144) • Deleting a Speech Server (page 145) • Adding and Removing Speech Servers from a Device Pool (page 145) • Finding a Speech Server (page 146) Adding a Speech Server Before You Begin Collect the IP address for the speech server before adding it to the Operations Console: • The host name of the speech server • The IP address of the speech server. Procedure To add a speech server: Step 1 Choose Device Management > Speech Server. The Find, Add, Delete, Edit Speech Server window opens. Note: To use an existing speech server as a template for creating the new speech server, select the speech server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Speech Server Configuration window opens. Step 3 Fill in the appropriate configuration settings on the General tab as described in Speech Server Configuration Settings. Step 4 Select the Device Pool tab and add the speech server to a device pool. Step 5 When you finish configuring the speech server, click Save to save the settings in the Operations Console database. Click Save & Deploy to deploy the changes to the speech server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 142 Chapter 2: Managing Devices Configuring a Speech Server See Also Viewing Device State (page 50) Speech Server Configuration Settings (page 143) Speech Server Configuration Settings You can change the settings described in the following table to configure a speech server. Table 31: Speech Server Configuration Settings Field Description Default Range IP Address The IP address of the speech server None Valid IP address Hostname The host name of the speech server None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Description The description of the speech server None Up to 1,024 characters General License File Location The path of the license file on the speech None server. The Operations Console transfers the license file to this location. Any text Enable secure communication with the Ops console On or Off Select On to enable secure communications None between the Operations Server and this component. The device is accessed using SSH and files are transferred using HTTPS. Editing a Speech Server Configuration You can edit a speech server that has been added to the Operations Console. Editing a Speech Server changes its configuration from the Operations Console database. Procedure To edit a speech server: Step 1 Choose Device Management > Speech Server. The Find, Add, Delete, Edit Speech Server window opens. Step 2 From the list of matching records, choose the speech server that you want to edit. Step 3 Click Edit. Step 4 Change the appropriate configuration settings on the General tab. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 143 Chapter 2: - Managing Devices Configuring a Speech Server Step 5 Select the Device Pool tab and add or remove the speech server from a device pool. Step 6 When you finish configuring the speech server, click Save to save the settings in the Operations Console database. Click Save & Deploy to deploy the changes to the speech server. See Also Adding and Removing a Speech Server from a Device Pool (page 145) Speech Server Configuration Settings (page 143) Viewing Device State (page 50) Finding a Speech Server (page 146) Applying a License to a Speech Server When you are creating a new speech server, you must apply a valid license file before using the server. You can browse for and upload the license file to the Operations Console, and then transfer the license to the speech server. Select either an existing license file in the Operations Console database or a new license file from your local desktop. For more information on licensing, see Unified CVP Licensing (page 52). Procedure To apply a license file: Step 1 Choose Device Management > Speech Server. The Find, Add, Delete, Edit speech server window opens. Step 2 From the list of matching records, choose the speech server that you want to edit. Step 3 Click Edit. Step 4 Make sure the License File Location lists the correct path of the license file on the speech server. The Operations Console transfers the license file to this location. Step 5 Select File Transfer in the toolbar and then click Licensing. The License File Transfer page displays, listing the host name and IP address for the currently selected speech server. Step 6 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. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 144 Chapter 2: Managing Devices Configuring a Speech Server Step 7 If the license is listed in the Select From Available License Files text box, select the license file. Step 8 Click Transfer to transfer the selected license file to the selected device. The license is applied to the selected server. See Also Finding a Speech Server (page 146) Deleting a Speech Server You can delete a speech server that has been added to the Operations Console. Deleting a speech server removes its configuration from the Operations Console database. Procedure To delete a speech server: Step 1 Choose Device Management > Speech Server. The Find, Add, Delete, Edit speech server window opens. Step 2 From the list of matching records, choose the speech server that you want to delete. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding a speech server (page 146) Adding and Removing Speech Servers from a Device Pool Procedure To add or remove a device from a device pool: Step 1 Choose Device Management > Speech Server. The Find, Add, Delete, Edit Speech Server window opens. Step 2 From the list of matching records, choose the speech server that you want to edit. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 145 Chapter 2: - Managing Devices Configuring a Speech Server Step 3 Click Edit. Step 4 Select the Device Pool tab. Step 5 If: Then: You want to add a device to a device pool Select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane. You want to remove a device from Select the device pool from the Selected pane, and then a device pool click the left arrow to move the device pool to the Available pane. Step 6 Click Save. See Also Finding a Speech Server (page 146) Finding a Speech Server The Operations Console lets you locate a speech server on the basis of specific criteria. Use the following procedure to locate a speech server. Procedure To find a speech server: Step 1 Choose Device Management > Speech Server from the Main menu. The Find, Add, Delete, Edit window lists the available speech servers, sorted by name, 10 at a time. Step 2 To scroll through the list, click Next to view the next group of available devices. Step 3 If you know the name of a particular speech server, enter the name in the Search text box and then click Go. Step 4 From the first Find window drop-down list box, choose one of the following criteria: Search criteria: • Host Name • IP Address • Description Step 5 From the second Find Servers window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 146 Chapter 2: Managing Devices Configuring a Media Server Search criteria: • begins with • contains • is exactly • ends with • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring a Media Server A Media Server administers the media files that contain messages and prompts callers hear. You can add a pre-configured media server to the Operations Console. Once added, you can add a media server to one or more device pools. The media server is a simple web server with the sole purpose within Unified CVP is to store and serve .wav files to the VoiceXML gateway, as required in order to render VoiceXML pages. As with ASR/TTS Servers, media servers can be deployed alone, as a redundant pair, or with a Content Services Switch in a farm. The VoiceXML gateway caches the .wav files it retrieves from the media server. In most deployments, the media server encounters extremely low traffic from Unified CVP. You can perform the following tasks: • Adding a Media Server (page 147) • Editing a Media Server Configuration (page 149) • Deleting a Media Server (page 149) • Adding and Removing a Media Servers from a Device Pool (page 150) • Finding a Media Server (page 150) Adding a Media Server Before You Begin Collect the IP address from the media server before adding it to the Operations Console: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 147 Chapter 2: - Managing Devices Configuring a Media Server Procedure To add a media server: Step 1 Choose Device Management > Media Server. The Find, Add, Delete, Edit Media Server window opens. Note: To use an existing media server as a template for creating the new media server, select the media server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Media Server Configuration window opens. Step 3 Fill in the appropriate configuration settings on the General tab. Step 4 Optionally, select the Device Pool tab. Step 5 When you finish configuring the media server, click Save to save the configuration. See Also Media Server Configuration Settings (page 148) Adding and Removing a Media Server from a Device Pool (page 150) Viewing Device State (page 19) Media Server Configuration Settings The following table describes the fields that can be configured for a media server in the Operations Console: Table 32: Media Server Configuration Settings Field Description Default Range IP Address The IP address of media server None Valid IP address Hostname The name of the media server None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Description The description of the media server None Up to 1,024 characters General Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 148 Chapter 2: Managing Devices Configuring a Media Server Editing a Media Server Configuration You can edit a media server that has been added to the Operations Console. Editing a media server changes its configuration from the Operations Console database. Procedure To edit a media server: Step 1 Choose Device Management > Media Server. The Find, Add, Delete, Edit Media Server window opens. Step 2 From the list of matching records, choose the media server that you want to edit. Step 3 Click Edit. Step 4 Change appropriate configuration settings on the General tab. You cannot change the IP address of the media server. Step 5 Optionally, select the Device Pool tab and add the media server to a device pool. Step 6 When you finish configuring the media server, click Save to save the configuration. See Also Media Server Configuration Settings (page 148) Adding and Removing a Media Server from a Device Pool (page 150) Viewing Device State (page 19) Finding a Media Server (page 150) Deleting a Media Server You can delete a media server that has been added to the Operations Console. Deleting a media server removes its configuration from the Operations Console database. Procedure To delete a media server: Step 1 Choose Device Management > Media Server. The Find, Add, Delete, Edit Media Server window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 149 Chapter 2: - Managing Devices Configuring a Media Server Step 2 From the list of matching records, choose the media server that you want to delete. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding a Media Server (page 150) Adding and Removing a Media Server from a Device Pool Procedure To add or remove a media server from a device pool: Step 1 Choose Device Management > Media Server. The Find, Add, Delete, Edit Media Server window opens. Step 2 From the list of matching records, choose the media server that you want to edit. Step 3 Click Edit. Step 4 Select the Device Pool tab. Step 5 To add a device to a device pool, select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane. Step 6 To remove a device from a device pool, select the device pool from the Selected pane, and then click the left arrow to move the device pool to the Available pane. Step 7 Click Save. Finding a Media Server The Operations Console lets you locate a media server on the basis of specific criteria. Use the following procedure to locate a media server. Procedure To find a media server: Step 1 Choose Device Management > Media Server from the Main menu. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 150 Chapter 2: Managing Devices Configuring a Cisco Unified Communications Manager Server The Find, Add, Delete, Edit window lists the available media servers, sorted by name, 10 at a time. Step 2 If the list is long, click Next to view the next group of available Media Servers. Step 3 If you know the name of a particular media server, enter the name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring a Cisco Unified Communications Manager Server From the Device Management menu, Communications Manager option, you can add a Unified CM Server to the Operations Console. Once added, you can add the Unified CM Server to a device pool and access a Unified CM administration web page, from which you can configure the Unified CM Server. Unified CM manages and switches VoIP calls among IP phones. When combined with Unified ICME, Unified CM becomes the IPCC product. Unified CVP interacts with Unified CM primarily as a means for sending PSTN-originated calls to IPCC agents. However, several applications require that calls be originated by IPCC agents instead. Specifically, IPCC Outbound Option and calls that are being handled using the warm-consultative-transfer feature, from one agent to another are originated in this way. Help desk calls, in which an agent or other IP phone user Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 151 Chapter 2: - Managing Devices Configuring a Cisco Unified Communications Manager Server calls Unified CVP (or calls a skill group and gets queued on Unified CVP), also fall into this category. A single Unified CM can originate and receive calls from either SIP or H.323 devices. You can perform the following tasks: • Adding a Unified CM Server (page 152) • Editing a Unified CM Server (page 153) • Unified CM Configuration Settings (page 154) • Deleting a Unified CM Server (page 154) • Finding a Unified CM Server (page 155) Before You Begin Configure the following SIP-specific actions on Unified CM. (Refer to the Unified CM documentation for more information.) • Configure the SIP Proxy Server. • Configure the SIP Trunk to the Proxy Server or the Unified CVP Call Server, if you are not using a SIP Proxy. • Add call routing (route patterns) to send the call from Unified CM; for example, ring tone, playback dial patterns, and ICM route table calls. Adding a Unified CM Server Before You Begin Collect the following information from the Unified CM Server before adding it to the Operations Console: Information You will Need: • IP address • URL for the web administration page for the Unified CM Server Procedure To add a Unified CM Server: Step 1 Choose Device Management > Cisco Unified Communications Manager. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 152 Chapter 2: Managing Devices Configuring a Cisco Unified Communications Manager Server The Find, Add, Delete, Edit CCM Servers window opens. Step 2 Click Add New. The CCM Server Configuration window opens to the General tab. Step 3 Fill in the appropriate configuration settings as described in Unified CM Configuration Settings (page 154). Step 4 Optionally, select the Device Pool tab and add the Unified CM Server to a device pool. Step 5 When you finish configuring the Unified CM, click Save to save the configuration. See Also Viewing Device State (page 50) Unified CM Configuration Settings (page 154) Add the Unified CM Server to a device pool (page 43) Editing a Unified CM Server You can change an existing Unified CM Server configuration. Before You Begin You must add a Unified CM Server to the Operations Console before you can edit its configuration. See the Adding a Unified CM (page 152) topic. Procedure To edit a Unified CM Server: Step 1 Choose Device Management > Cisco Unified Communications Manager. The Find, Add, Delete, Edit CCM Servers window opens. Step 2 From the list of matching records, choose the Unified CM Server that you want to edit. Step 3 Click Edit. The Edit CCM Server Configuration window opens to the General tab with the current settings displayed. Step 4 Change the desired configuration settings as described in Unified CM Configuration Settings (page 154). You cannot change the IP address of the Unified CM Server. Step 5 Optionally, select the Device Pool tab and add the server to a device pool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 153 Chapter 2: - Managing Devices Configuring a Cisco Unified Communications Manager Server Step 6 When you finish configuring the server, click Save to save the configuration. See Also Viewing Device State (page 50) Finding a Unified CM Server (page 155) Unified CM Configuration Settings (page 154) Adding and Removing Devices from Device Pools (page 43) Unified CM Configuration Settings The following table describes the configuration changes you can make to a Unified CM Server in the Operations Console. Table 33: Unified CM Configuration Settings Field Description Default Range IP Address The IP address of the Unified CM Server None Valid IP address Hostname The name of the Unified CM Server None Valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash. Description The description of the Unified CM Server None Any text Device Admin URL The Administration URL for the Unified CM Server None A valid URL. The Operations Console will validate the URL for syntax errors but does not check that the site exists. General Deleting a Unified CM Server Deleting a Unified CM Server deletes the configuration of the selected server from the Operations Console database and removes the server from displayed list of Unified CM Servers. Procedure To delete a Unified CM Server: Step 1 Choose Device Management > Cisco Unified Communications Manager. The Find, Add, Delete, Edit CCM Servers window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 154 Chapter 2: Managing Devices Configuring a Cisco Unified Communications Manager Server Step 2 From the list of matching records, choose the Unified CM Server that you want to delete. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding a Unified CM Server (page 155) Finding a Unified CM Server You can locate a Unified CM Server on the basis of specific criteria. Use the following procedure to locate a Unified CM Server. Procedure To find a Unified CM Server: Step 1 Choose Device Management > Cisco Unified Communications Manager Server from the Main menu. The Find, Add, Delete, Edit CCM Servers window lists the available CCM Servers, sorted by name, 10 at a time. Step 2 If the list is long, click Next to view the next group of available devices. Step 3 If you know the host name of a particular Unified CM, enter its name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 155 Chapter 2: - Managing Devices Configuring an ICM Server Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring an ICM Server Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Express products. ICME provides the services necessary to determine where calls should be routed, whether to ACDs, specific agents, or to VRUs, but the routing services themselves must be provided by an external routing client. An ICM Server is required in Unified CVP Comprehensive, Call Director, and VRU-Only call flow models. You can perform the following tasks: • Adding an ICM Server (page 156) • Deleting an ICM Server (page 157) • Editing an ICM Server (page 158) • Finding an ICM Server (page 158) Adding an ICM Server From the Device Management menu, ICM Server option, you can add a pre-configured ICM Server to the Operations Console. You must configure the ICM Server before adding it to the Unified CVP Operations Console. Once added, you can add the ICM Server to a device pool. Before You Begin Record the IP address of the ICM Server before adding it to the Operations Console. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 156 Chapter 2: Managing Devices Configuring an ICM Server Procedure To add an ICM Server: Step 1 Choose Device Management > ICM Server. The Find, Add, Delete, Edit ICM Server window opens. Note: To use an existing ICM Server as a template for creating the new ICM Server, select the ICM Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The ICM Server Configuration window opens. Step 3 Fill in the appropriate ICM configuration settings on the General tab. Step 4 Optionally, select the Device Pool tab and add the ICM Server to a device pool. Step 5 When you finish configuring the ICM Server, click Save to save the configuration. See Also ICM Server Configuration Settings (page 159) Adding and Removing an ICM Server from a Device Pool (page 43) Viewing Device State (page 50) Deleting an ICM Server Deleting an ICM Server deletes the configuration of the selected ICM Server in the Operations Console database and removes the ICM Server from displayed list of ICM Servers. Procedure To delete an ICM Server: Step 1 Choose Device Management > ICM Server. The Find, Add, Delete, Edit ICM Server window displays. Step 2 From the list of matching records, choose the ICM Server that you want to delete. Step 3 Click Delete. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 157 Chapter 2: - Managing Devices Configuring an ICM Server Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding an ICM Server (page 158) Editing an ICM Server You can change an existing ICM Server configuration. Procedure To edit an ICM Server: Step 1 Choose Device Management > ICM Server. The Find, Add, Delete, Edit ICM Server window opens. Step 2 From the list of matching records, choose the ICM Server that you want to edit. Step 3 Click Edit. The ICM Server Configuration window opens with the current settings displayed. Step 4 Fill in the appropriate ICM Server configuration settings on the General tab. You cannot change the IP address of the ICM Server. Step 5 Optionally, select the Device Pool tab and add the ICM Server to a device pool. Step 6 When you finish configuring the ICM Server, click Save to save the configuration. See Also ICM Server Configuration Settings (page 159) Adding and Removing a Device form a Device Pool (page 43) Viewing Device State (page 50) Finding an ICM Server (page 158) Finding an ICM Server You can locate an ICM Server on the basis of specific criteria. Use the following procedure to locate an ICM Server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 158 Chapter 2: Managing Devices Configuring an ICM Server Procedure To find an ICM Server: Step 1 Choose Device Management > ICM Server from the Main menu. The Find, Add, Delete, Edit ICM Servers window lists the available ICM Servers of the type you selected, sorted by name, 10 at a time. Step 2 If this list is longer then 10 devices, click Next to view the next group of available devices. Step 3 If you know the host name of a particular ICM Server, enter its name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP Address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. ICM Server Configuration Settings The following table describes the fields that can be configured for an ICM Server in the Operations Console: Field Description Default Range General Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 159 Chapter 2: - Managing Devices Configuring a SIP Proxy Server Field Description Default Range IP Address The IP address of the ICM Server None Valid IP address Hostname The name of the ICM Server None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash. Description The description of the ICM Server None Up to 1,024 characters Configuring a SIP Proxy Server From the Device Management menu, SIP Proxy Server option, you can add a pre-configured SIP Proxy Server to the Operations Console. You must configure the SIP Proxy server before adding it to the Unified CVP Operations Console. Once added, you can add the SIP Proxy Server to a device pool. You can also configure a link to the administration web page for the SIP Proxy Server so that you can access that page from the Operations Console. A SIP Proxy Server is a device that routes individual SIP transport messages among SIP endpoints. It plays a key role in high availability in a Unified CVP deployment for call switching. It is designed to support multiple SIP endpoints of various types, and implements load balancing and failover among those endpoints. SIP Proxy Servers can be deployed alone or as a pair. Also, smaller Unified CVP deployments can run without a SIP Proxy Server. In such cases, the Unified CVP SIP service assumes some of those functions because it provides the ability to configure a static table to look up destinations. Before You Begin Configure the following characteristics of the SIP Proxy Server for use with Unified CVP: • A static route to the Unified CVP Call Server, Unified CM SIP trunks, VoiceXML gateway, and Ingress gateway for the transfer to the ringtone playback dialed number and error playback dialed number. Note: You must configure a Unified CM SIP trunk on Unified CM to point to the SIP Proxy Server. In a cluster with multi-subscribers and device pools, adding only one SIP trunk per proxy in the default device pool will be sufficient. • Incoming Access Control Lists (ACLs) for Unified CVP calls. Unified CVP works with RFC-3261-compliant SIP Proxy Servers and has been qualified with the following: • Unified CVP works with the CUPS Proxy server, not the presence engine (PE). Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 160 Chapter 2: Managing Devices Configuring a SIP Proxy Server You can perform the following tasks: • Adding a SIP Proxy Server (page 161) • Deleting a SIP Proxy Server (page 162) • Editing a SIP Proxy Server (page 162) • Finding a SIP Proxy Server (page 163) Adding a SIP Proxy Server Before You Begin Collect the following information from the SIP Proxy Server before adding it in the Operations Console: • IP Address • URL for the web administration page Procedure To add a SIP Proxy Server: Step 1 Choose Device Management > SIP Proxy Server. The Find, Add, Delete, Edit SIP Servers window opens. Note: To use an existing SIP Proxy Server as a template for creating the new SIP Proxy Server, select the SIP Proxy Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The SIP Server Configuration window opens. Step 3 Fill in the appropriate SIP Proxy Server configuration settings on the General tab. Step 4 Optionally, select the Device Pool tab and add the SIP Proxy Server to a device pool. Step 5 When you finish configuring the SIP Proxy Server, click Save to save the configuration. See Also SIP Proxy Server Configuration Settings (page 164) Adding and Removing a Device from a Device Pool (page 43) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 161 Chapter 2: - Managing Devices Configuring a SIP Proxy Server Viewing Device State (page 50) Deleting a SIP Proxy Server Deleting a SIP Proxy Server deletes the configuration of the selected Proxy Server in the Operations Console database and removes the server from displayed list of SIP Proxy Servers. Procedure To delete a SIP Proxy Server: Step 1 Choose Device Management > SIP Proxy Server. The Find, Add, Delete, Edit SIP Proxy Server window displays. Step 2 From the list of matching records, choose the SIP Proxy Server that you want to delete. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding a SIP Proxy Server (page 163) Editing a SIP Proxy Server You can change an existing SIP Proxy Server configuration. Procedure To edit SIP Proxy Server: Step 1 Choose Device Management > SIP Proxy Server. The Find, Add, Delete, Edit SIP Servers window opens. Step 2 From the list of matching records, choose the SIP Proxy Server that you want to edit. Step 3 Click Edit. The SIP Proxy Server Configuration window opens with the current settings displayed. Step 4 Fill in the appropriate configuration settings on the General tab. You cannot change the IP address of the SIP Proxy Server. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 162 Chapter 2: Managing Devices Configuring a SIP Proxy Server Step 5 When you finish configuring the SIP Proxy Server, click Save to save the configuration. See Also Viewing Device State (page 50) Finding a SIP Proxy Server (page 163) SIP Proxy Server Configuration Settings (page 164) Finding a SIP Proxy Server You can locate a SIP Proxy Server on the basis of specific criteria. Use the following procedure to locate a SIP Proxy Server. Procedure To find a SIP Proxy Server: Step 1 Choose Device Management > SIP Proxy Server from the Main menu. The Find, Add, Delete, Edit SIP Proxy Servers window lists the available proxy servers of the type you selected, sorted by name, 10 at a time. Step 2 If the list is longer than 10 devices, click Next to view the next group of available devices. Step 3 If you know the hostname of a particular SIP Proxy Server, enter the name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP Address • Description • Is empty Step 5 From the second window drop-down list box, choose one of the following criteria: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 163 Chapter 2: - Managing Devices Device Past Configurations Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. SIP Proxy Server Configuration Settings The following table describes the configuration changes you can make to a SIP Proxy Server in the Operations Console. Table 34: SIP Proxy Server Configuration Settings Field Description Default Range IP Address The IP address of the SIP Proxy Server None Valid IP address Hostname The host name of the SIP Proxy Server None Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9, and a dash Description The description of the SIP Proxy Server None Up to 1,024 characters Device Admin URL The Administration URL of SIP Proxy Server. None A valid URL. The UI will validate the URL for URL syntax errors but no validation for site existence. Device Past Configurations You can view the past 10 saved configurations of a selected device that are currently stored in the Operations Console database. You can perform the following tasks: • Finding a device Past Configuration (page 165) • Viewing Past Device Configurations (page 166) • Applying Past Device Configurations (page 166) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 164 Chapter 2: Managing Devices Device Past Configurations Finding a Device Past Configuration To find a past configuration for a device, first find the device. Because you most likely have several devices in your network, the Operations Console lets you locate specific devices on the basis of specific criteria. Use the following procedure to locate a device. Procedure To find a past configuration for a device: Step 1 Choose Device Management > Device Past Configurations from the Main menu. Available devices are listed 10 at a screen, sorted by name. Step 2 If the list is long, click Next to view the next group of available devices. Step 3 If you know the exact name of a particular device, enter the name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all devices are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname • IP address • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 165 Chapter 2: - Managing Devices Device Past Configurations Step 7 Click Past Configurations . The Past Configurations window for the selected device opens. Viewing Past Device Configurations Procedure To view the details of a past configuration for a device: Step 1 Choose Device Management > Device Past Configurations from the Main menu. Available devices are listed 10 at a screen, sorted by name. Step 2 Select the device configuration by clicking the radio button preceding it and then clicking Past Configurations. The List of Past Configurations window lists the configurations that have been saved for the selected device. Step 3 Select a device past configuration to view by clicking the link in the description field or by clicking the radio button preceding it and then clicking View. Configuration details for the selected past configuration are displayed. Applying Past Device Configurations The Operations Console stores configurations for a device. You can select a previous device configuration and apply it to a device. Procedure To apply a past configuration to a device: Step 1 Choose Device Management > Device Past Configurations from the Main menu. Available devices are listed 10 at a screen, sorted by name. Step 2 Select the device configuration by clicking the radio button preceding it and then clicking Past Configurations. The List of Past Configurations window lists the configurations that have been saved for the selected device. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 166 Chapter 2: Managing Devices Device Past Configurations Step 3 Select a device past configuration to view by clicking the link in the description field or by clicking the radio button preceding it and then clicking View. Configuration details for the selected past configuration are displayed. Step 4 Click Save to save the selected configuration to the database. Note: If this is a Reporting Server, Call Server, VXML Server, VXML Server (standalone), or Speech Server, you must click Save & Deploy to save the selected configuration and deploy it to the device. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 167 Chapter 2: - Managing Devices Device Past Configurations Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 168 Chapter 3 Managing Unified CVP Operations Console Users Overview of User Management From the User Management menu, Users option, you can create one user account at a time. Unified CVP includes three roles: Super User, Administrator, and Read Only. You can assign users to any of these roles. The Unified CVP installation creates an Administrator account, which is assigned to the Super User role. User groups are provided so that you can group users together. Assigning users to groups can limit the operations users can perform from the Operations Console menus. For example all admins for San Jose devices can belong to a user group called SanJose_Admins with Administrator privilege. Device pools are logical groupings of devices, for example, SanJose-Gateways. If a user is configured with SanJose-Gateways as the device pool, then that user is allowed to operate only on devices in this device pool. The types of allowed operations also depends on which user group the user belongs to. For example, if a user belongs to SanJose_Admins, a group with Administrator privilege, then this user will have Administrator privilege for all devices in the SanJose-Gateways device pool. Unified CVP includes three categories of access criteria: • Super User - Allows any operation in the Operations Console. Only the Super User can create and delete Administrator accounts and assign device pools to any user. The Super User can view all devices because the Super User account is associated with the "default" device pool. • Administrator - Allows any operation in the Operations Console except deleting Administrator accounts. Administrators can only view devices in the device pools to which they have been associated. Administrators can disassociate themselves from a device pool, but cannot associate themselves to a device pool. • Read Only- Allows read-only access to the Operation Console. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 169 Chapter 3: - Managing Unified CVP Operations Console Users Managing User Roles Managing User Roles A user role is a logical group of privileges, also called access criteria, that determine the operations a user can perform. For example, you might create a role that grants an operator read-only access to the Reporting Server, but grants write access to the VXML Servers. You can do this by creating an operator user group and assigning that group the default Administrator privilege, which allows any operation except deleting accounts with SuperUser privilege. You would then create a device pool containing all VXML Servers. Finally, assign the VXML Server device pool to the operator user group. You can perform the following tasks: • Adding a User Role (page 170) • Editing a User Role (page 171) • Granting Privileges to a User Role (page 171) • Finding a User Role (page 172) • Deleting a User Role (page 173) Adding a User Role Procedure To add a user role: Step 1 Choose User Management > User Roles from the Main menu. The Find, Add, Delete, Edit User Roles window opens. Step 2 Click Add New. Step 3 On the General tab, fill in the name of the role in the Role Name field. Step 4 Optionally, fill in descriptive text in the Description field. Step 5 Select the Access Criteria tab and assign access criteria to user roles. A default Access Criteria of Administrator is applied to every new user role you create. Step 6 When you finish configuring the user role, click Save to save the configuration. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 170 Chapter 3: Managing Unified CVP Operations Console Users Managing User Roles See Also Editing a User Role (page 171) Deleting a User Role (page 173) Assigning a User Role to a User Group (page 176) Assigning Access Criteria to User Roles (page 171) Finding a User Role (page 172) Editing a User Role Procedure You can change the access criteria, which are privileges, assigned to a user role that has been added to the Operations Console. Step 1 Choose User Management > User Roles from the Main menu. The Find, Add, Delete, Edit Application User Roles window opens. Step 2 Click the desired Role Name link or select the user role from the list and click Edit. If you have a long list of user roles, see Finding a User Role. The Edit Application User Role window opens to the General tab. Step 3 Optionally, change the description for the user role. Step 4 Select the Access Criteria tab and change the access criteria assigned to the user role. Step 5 When you finish configuring the user role, click Save to save the configuration. See Also Adding a User Role (page 170) Deleting User Role (page 173) Finding a User Role (page 172) Assigning Access Criteria to User Roles (page 171) Assigning Access Criteria to User Roles Access criteria are privileges that allow users to perform one or more operations using the Operations Console. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 171 Chapter 3: - Managing Unified CVP Operations Console Users Managing User Roles Unified CVP includes three categories of access criteria: • Super User - Allows any operation in the Operations Console. Only the Super User can create and delete Administrator accounts. The Super User can view all devices because the Super User account is associated with the "default" device pool. • Administrator - Allows any operation in the Operations Console except deleting Administrator accounts. Administrators can only view devices in the device pools to which they have been associated. • Read Only - Allows read-only access to the Operation Console. Assigning access criteria to a user role when: • Adding a user role (page 170) • Editing an existing user role (page 171) Procedure To assign access criteria to a user role: Step 1 Select Access Criteria tab. Step 2 Select the desired access criteria. Step 3 Click Save to save the user role with assigned access criteria to the Operations Console database. See Also Finding a User Role (page 172) Deleting a User Role (page 173) Assigning User Roles to User Groups (page 176) Finding a User Role The Operations Console lets you locate user roles on the basis of specific criteria. Use the following procedure to locate a user role. Procedure To find a user role: Step 1 Choose User Management > User Roles from the Main menu. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 172 Chapter 3: Managing Unified CVP Operations Console Users Managing User Roles The Find, Add, Delete, Edit Application User Roles window opens. Step 2 To scroll through the list, click Next to view the next page of available user roles. Click Previous to show the previous page of user roles. Step 3 If you know the exact name of a particular user role, enter the role name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search Criteria: • Role Name • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text and click Find. Deleting User Roles Deleting a user role deletes the configuration of the selected user role in the Operations Console database and removes the user role from the displayed list of user roles. Procedure To delete a user role: Step 1 Choose User Management > User Roles from the Main menu. The Find, Add, Delete, Edit Application User Roles window opens. Step 2 Find the user roles by using the procedure in the Finding a User Role topic. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 173 Chapter 3: - Managing Unified CVP Operations Console Users Managing User Groups Step 3 From the list of matching records, choose the user roles that you want to delete. Step 4 Click Delete. Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding a User Role (page 170) Editing User Role (page 171) Finding a User Role (page 172) Managing User Groups A user group is a collection of users to which you can assign a user role. You can assign access criteria, which are privileges, then assign the role to a user group to limit the operations that the user group can perform through the Operations Console. You can perform the following tasks: • Assigning a Role to a User Group (page 176) • Adding a User Group (page 174) • Editing a User Group (page 175) • Deleting a User Group (page 177) • Finding a User Group (page 177) Adding a User Group Procedure To add a user group: Step 1 Choose User Management > User Groups from the Main menu. The Find, Add, Delete, Edit Application User Groups window opens. Step 2 Click Add New. Step 3 Fill in the name of the group in the Group Name field. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 174 Chapter 3: Managing Unified CVP Operations Console Users Managing User Groups You can locate this group from a list by searching for this name. Step 4 Optionally, fill in descriptive text in the Description field. Step 5 Select the User Roles tab and assign a user role to the user group. You must assign at least one user role to each user group you create. Step 6 When you finish configuring the user group, click Save to save the configuration. See Also Editing User Groups (page 175) Assigning a Role to a User Group (page 176) Deleting User Groups (page 177) Finding a User Group (page 177) Editing User Groups You can change one or more settings for a user group that has been added to the Operations Console. Procedure To edit a user group: Step 1 Choose User Management > User Groups from the Main menu. The Find, Add, Delete, Edit User Groups window opens. Step 2 Click the desired Group Name link. If you have a long list of user groups, see the Finding a User Group topic. Step 3 Click Edit. The User Group Configuration window opens to the General tab. Step 4 You can change the group name by editing the Group Name field. Step 5 You can change the description for the group by editing the Description field. Step 6 Optionally, select the User Roles tab and assign to the user group. Step 7 When you finish configuring the user, click Save to save the configuration. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 175 Chapter 3: - Managing Unified CVP Operations Console Users Managing User Groups See Also Adding User Groups (page 174) Deleting User Groups (page 177) Finding a User Group (page 177) Assigning a Role to a User Group (page 176) Assigning a Role to a User Group A user role is a named collection of privileges that can be assigned to a user group. You can assign one or more user roles to a user group on the User Role tab. Assign a user role to a user group when: • Adding a new user group (page 174) • Editing an existing user group (page 175) Procedure To assign a user role to a user group: Step 1 If you want to add a user role to a user group, select the user role from the Available pane, and then click the right arrow to move the user role to the Selected pane. Step 2 To remove a user role from a user group, select the user role from the Selected pane, and then click the left arrow to move the user role to the Available pane. Step 3 Click Save. See Also Finding a User Group (page 177) Deleting User Groups (page 177) Editing User Groups (page 175) Managing User Roles (page 170) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 176 Chapter 3: Managing Unified CVP Operations Console Users Managing User Groups Deleting a User Group Deleting a user group from the Operations Console deletes the configuration of the selected user group in the Operations Console database and removes the user group from displayed list of user groups. Procedure To delete a user group from the Operations Console: Step 1 Choose User Management > User Groups from the Main menu. The Find, Add, Delete, Edit Application User Groups window opens. Step 2 Find the groups by using the procedure in the Finding a User Group (page 177) topic. Step 3 From the list of matching records, choose the user groups that you want to delete. Step 4 Click Delete. Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding User Groups (page 174) Finding a User Group (page 177) Editing User Groups (page 175) Finding a User Group The Operations Console lets you locate specific user groups on the basis of specific criteria. Use the following procedure to locate a user group. Procedure To find a user group: Step 1 Choose User Management > User Groups from the Main menu. The Find, Add, Delete, Edit Application User Groups Window lists the available user groups, 10 at a screen, sorted by name. Step 2 If the list is long, click Next to view the next group of available user groups. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 177 Chapter 3: - Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Step 3 If you know the exact name of a particular user group, enter the name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Group Name • Description Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly Step 6 Specify the appropriate search text, if applicable, and click Find. Configuring Unified CVP Operations Console Users From the User Management menu, Users option, you can create one user account at a time. Unified CVP includes three roles: Super User, Administrator, and Read Only. You can assign users to any of these roles. The Unified CVP installation creates an Administrator account, which is assigned to the Super User role. You can perform the following tasks: • Creating a User Account (page 179) • Editing a User Account (page 184) • Adding or Removing a User From a Device Pool (page 182) • Assigning a User to a User Group (page 183) • Finding a User Account (page 180) • Deleting a User Account (page 185) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 178 Chapter 3: Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Adding a User Account Procedure Before You Begin When you are adding a new user for the first time after installing Unified CVP software, you must create at least one user role and user group before creating the user account. You can only assign new users to the user roles and user groups that have already been created. For information on performing these tasks, see Adding a User Role (page 170) and Adding a User Group (page 174). To add a user account: Step 1 Choose User Management > Users from the Main menu. The Find, Add, Delete, Edit Application Users window opens. Step 2 Click Add New. Step 3 Fill in the appropriate configuration settings on the General tab. Step 4 Optionally, select the Device Pools tab and assign the user to a device pool. Step 5 Select the User Group tab and add the user to one or more user groups. Step 6 When you finish configuring the user, click Save to save the configuration. See Also Configuring General User Information (page 181) Adding and Removing a User from a Device Pool (page 182) Editing a User Account (page 184) Deleting a User Account (page 185) Finding a User Account (page 180) Adding a User Role (page 170) Adding a User Group (page 174) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 179 Chapter 3: - Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Finding a User Account The Operations Console lets you locate users on the basis of specific criteria. Use the following procedure to locate an Operations Console user account. Procedure To find a user: Step 1 Choose User Management > User from the Main menu. The Find, Add, Delete, Edit Application Users window opens. Step 2 To scroll through the list, click Next to view the next group of available users. Click Previous to show the previous page of users. Step 3 If you know the name of a particular user, enter the user name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Username • Firstname • Lastname Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 180 Chapter 3: Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users See Also Creating a User Account (page 179) Deleting a User Account (page 185) Editing a User Account (page 184) Configuring General User Information Configure general information about a Unified CVP user when: • Adding a user account (page 179) • Editing a user account (page 184) Table 35: User Information Configuration Settings Field Description Default Range Restart Required No User Information Username Name of the user account. The user None logs in to the Operations Console using this name. After logging in, the username is displayed in the upper right portion of the screen. You cannot change the username when editing a user account. Valid names include uppercase and lowercase letters in the alphabet, the numbers 0 through 9, a dash, and an underscore. Password Password for the user account. User None must type this password to log in to the Operations Console. Any text that follows the guidelines No for choosing secure passwords (page 181) Reconfirm Password Retype the password for this user None account to verify that you typed the password correctly. Text must match the text entered in the No Password field. Firstname (Optional) First name of the user. None Valid names include uppercase and lowercase letters in the alphabet, the numbers 0 through 9, a dash, and an underscore. No Lastname (Optional) Last name of the user. None Valid names include uppercase and lowercase letters in the alphabet, the numbers 0 through 9, a dash, and an underscore. No E-mail (Optional) e-mail address of the user. None Valid e-mail address No Logged in User Password Password for the user account of the None currently logged in user. Any text that follows the guidelines No for choosing secure passwords (page 181) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 181 Chapter 3: - Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Requirements for Choosing Secure Passwords Passwords must meet all the following criteria: Passwords must only contain the following ASCII characters: • Maximum password length is eighty (80) characters. • Minimum password length is eight (8) characters • The password must contain characters from at least three of the following classes: lowercase characters, uppercase characters, digits, and special characters. – Lowercase letters (abcdefghijklmnopqrstuvwxyz) – Uppercase letters (ABCDEFGHIJKLMNOPQRSTUVWXYZ) – Digits (012345689) – The following special characters: !"#$%&'()*+,-./ :;<=>?@ [\]^_` {|}~ • No character in the password can be repeated more than three (3) times consecutively. • Password must not repeat or reverse username. Password is not "cisco", "ocsic", or any variant obtained by changing the capitalization of letters therein. Adding or Removing a User from a Device Pool A device pool is a named collection of devices. You must add each user to at least one device pool. Users can be added to or removed from one or more device pools. Procedure To add a user to or remove a user from a device pool: Step 1 Select User Management > User. The Find, Add, Delete, Edit Users window opens. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 182 Chapter 3: Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Step 2 Select a user by clicking on the name in the Username list or selecting the radio button preceding it and clicking Edit. The Edit User window opens to the General tab. Step 3 Click the Device Pools tab. Step 4 Select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane. Step 5 To remove a user from a device pool, select the device pool from the Selected pane, and then click the left arrow to move the device pool to the Available pane. Note: You cannot remove a user from the default device pool. Step 6 Click Save. See Also Adding a user account (page 179) Finding a User Account (page 180) Editing a User Account (page 184) Using Device Pools (page 40) Assigning a User to a User Group Assigning users to groups can limit the operations users can perform from the Operations Console menus. You must assign each user to at least one user group. Unified CVP includes three roles: • Super User - a role with superuser privileges that allow any operation in the Operations Console. • Administrator - can perform any operation in the Operations Console except deleting user accounts. • Read Only - Has Read-only access to the Operations console. Add a user to or remove a user from a user group when: • Adding a user account (page 179) • Editing an user account (page 184) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 183 Chapter 3: - Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Procedure To add a user to or remove a user from a user group: Step 1 To add a user to a user group, select the user group from the Available pane, and then click the right arrow to move the user group to the Selected pane. Step 2 To remove a user from a user group, select the user from the Selected pane, and then click the left arrow to move the user group to the Available pane. Step 3 Click Save. See Also Finding a User Account (page 180) Deleting a User Account (page 185) Adding a User Role (page 170) Editing a User Account Procedure You can change one or more settings for a user account that has been added to the Operations Console. Step 1 Choose User Management > User from the Main menu. The Find, Add, Delete, Edit Application Users window opens. Step 2 Click the desired Username link or select the user from the list and click Edit. The Application User Configuration window opens to the General tab. Step 3 Fill in the appropriate configuration settings on the General tab as described in Configuring General User Information. Step 4 Select the Device Pools tab and assign a user to a device pool. Step 5 Select the User Group tab and add the user to one or more user groups. Step 6 When you finish configuring the user, click Save to save the configuration. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 184 Chapter 3: Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users See Also Adding a User Account (page 179) Deleting a User Account (page 185) Finding a User Account (page 180) Configuring General User Information (page 181) Adding or Removing a User From a Device Pool (page 182) Deleting a User Account You can delete one or more user accounts from the Operations Console. Deleting a user account from the Operations Console removes the user account data from the Operations Console database and removes the user account from the displayed list of user accounts. Procedure To delete a user account: Step 1 Choose User Management > User from the Main menu. The Find, Add, Delete, Edit Application Users window opens. Step 2 From the list of matching records, select the user that you want to delete. Step 3 Click Delete. Step 4 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding a User Account (page 179) Finding a User Account (page 180) Editing a User Account (page 184) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 185 Chapter 3: - Managing Unified CVP Operations Console Users Configuring Unified CVP Operations Console Users Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 186 Chapter 4 Bulk Administration Transferring a File to Multiple Devices You can transfer a license file, VoiceXML script file, or Tcl script file from the Operations Console to one or more devices at a time. License files can only be transferred to Call Servers, Reporting Servers, Speech Servers, and VXML Servers. Script files can be transferred to VXML Servers, gatekeepers, gateways, and content services switches. You can only transfer a file to one type of device at a time. If an error occurs, the previous settings are cleared. Procedure To transfer a script file: Step 1 Choose Bulk Administration > File Transfer. The File Transfer window opens to the Files tab. Script files that have already been transferred to the Operations Console are listed in the Available Script Files box. Step 2 Click Script File. Step 3 Either enter the fully qualified path to a script file to transfer or click Browse to search for the file. Step 4 Click the Transfer to Devices tab to transfer the selected file to one or more devices. Step 5 From the Select Device Type drop-down menu, select the type of device to which you want to transfer the selected file. Only devices of the selected type are displayed in the Available Devices box. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 187 Chapter 4: - Bulk Administration Transferring a File to Multiple Devices Step 6 Select a device from the Available Devices box and click the right arrow to move the device to the Selected Devices box. To remove a device from the Selected Devices box, select the device and click the left arrow to move the device to the Available Devices box. Step 7 When you finish selecting devices, click Transfer. The file you selected on the Files tab is transferred to each selected device. Procedure To transfer a license file: Step 1 Choose Bulk Administration > File Transfer. The File Transfer window opens to the Files tab. License files that have already been transferred to the Operations Console are listed in the Available License Files box. Step 2 Click License File. Step 3 Either enter the fully qualified path to a license file to transfer or click Browse to search for the file. Step 4 Click the Transfer to Devices tab to transfer the selected file to one or more devices. Step 5 From the Select Device Type drop-down menu, select the type of device to which you want to transfer the selected file. Only devices of the selected type are displayed in the Available Devices box. Step 6 Select a device from the Available Devices box and click the right arrow to move the device to the Selected Devices box. To remove a device from the Selected Devices box, select the device and click the left arrow to move the device to the Available Devices box. Step 7 When you finish selecting devices, click Transfer. The file you selected on the Files tab is transferred to each selected device. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 188 Chapter 5 Configuring SNMP Agents Simple Network Management Protocol Support Simple Network Management Protocol (SNMP), an application layer protocol, facilitates the exchange of management information among network devices, such as nodes, routers, and so on. As part of the TCP/IP protocol suite, SNMP enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth. The Unified CVP SNMP agent allows customers and partners to integrate with their existing SNMP network management system to provide instantaneous feedback on the health of their Unified CVP system. The Call server, VXML Server, and Reporting server can send SNMP traps and statistics to any standard SNMP management station. You can configure a link to the administration web page for an SNMP monitoring tool and then access it by selecting SNMP Monitor from the Tools menu. The SNMP menus from the Operations Console enable you to configure SNMP-associated settings, such as community strings, users, and notification destinations for V1, V2c, and V3. SNMP V3 offers improved security features. SNMP Basics An SNMP-managed network is comprised of three key components: managed devices, agents, and network management systems. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 189 Chapter 5: - Configuring SNMP Agents SNMP Management Information Base (MIB) Key SNMP Components • Managed device - A network node that contains an SNMP agent and resides on a managed network. Managed devices collect and store management information and make it available by using SNMP. • Agent - A network-managed software module that resides on a managed device. An agent contains local knowledge of management information and translates it into a form that is compatible with SNMP. Unified CVP uses a master agent and subagent components to support SNMP. The master agent acts as the agent protocol engine and performs the authentication, authorization, access control, and privacy functions that relate to SNMP requests. Likewise, the master agent contains a few MIB variables that relate to MIB-II. The SNMP master agent listens on port 161 and forwards SNMP packets for Vendor MIBs. The Unified CVP subagent interacts with the local Unified CVP only. The Unified CVP subagent sends notifications and SNMP response messages to the Master Agent for forwarding to a Network Management Station. The SNMP Master Agent communicates with the SNMP trap receiver (notification destination.) • Network Management System (NMS) - A SNMP management application (together with the PC on which it runs) that provides the bulk of the processing and memory resources that are required for network management. An NMS executes applications that monitor and control managed devices. Unified CVP works with any standard SNMP-based NMS. SNMP Management Information Base (MIB) SNMP allows access to Management Information Base (MIB), which is a collection of information that is organized hierarchically. MIBs comprise managed objects, which are identified by object identifiers. A MIB object, which contains specific characteristics of a managed device, comprises one or more object instances (variables). The Unified CVP Simple Network Management Protocol (SNMP) agent resides in each component and exposes the CISCO-CVP-MIB that provides detailed information about devices that are known to the Unified CVP subagent. The CISCO-CVP-MIB provides device information such as device registration status, IP address, description, and model type for the component. The AIX Native agent by default listens on port 161 for Network Management Station requests. Upon installation of CVP, the AIX Native agent is reconfigured to listen on port 8161. The CVP SNMP Agent takes over listening on port 161. The CVP SNMP Agent acts as a proxy to the Native AIX Agent. The CVP SNMP Agent handles the forwarding of traps and statistics. SNMP Traps generated by the Native AIX Agent are sent to the CVP SNMP Agent and forwarded to all SNMP Notification targets that are configured using the Operations Console. Unified CVP supports the following MIBs: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 190 Chapter 5: Configuring SNMP Agents SNMP Configuration Checklist Supported MIBs: • CISCO-CVP-MIB - Provides general information, server name and version number, as well as status and statistics for each component. • HOST-RESOURCES-MIB - The Host Resources MIB found in Cisco SNMP is an implementation of the Host Resources MIB document, proposed standard RFC 1514 (http:/ /www.ietf.org/rfc/rfc1514.txt). It is also compliant with Host Resources MIB, draft standard RFC 2790 (http://www.ietf.org/rfc/ rfc2790.txt?number=2790). This MIB defines objects that are useful for managing host systems and allows SNMP access to useful host information, such as the storage resources, process table, device information, and the installed software base. • The System-level Managed Objects for Applications (SYSAPPL) MIB, RFC 2287 (http:// www.ietf.org/rfc/rfc2287.txt), supports configuration, fault detection, performance monitoring, and control of application software. It provides for tables that define an application as a series of processes and services. This includes objects for applications installed on the system, elements and processes that are included in an application, and current and previously run applications. SNMP Configuration Checklist Table 36: SNMP Configuration Checklist Configuration Steps Related Procedures and Topics Install and configure the SNMP NMS. SNMP product documentation that supports the NMS. Import all previous SNMP configurations to the Operations Console. Importing Previously Configured Windows SNMP V1 Community Strings (page 191) If you are using SNMP v1/v2c, configure the community string. Configuring SNMP V1/2C Community Strings (page 193) If you are using SNMP v3, configure the SNMP user. Configuring SNMP Users (page 201) Configure the notification destinations. Configure SNMP Notification Destinations (page 197) Configure the system contact and location for the MIB2 Configuring SNMP MIB2SystemGroup (page 209) system group. Importing Previously Configured Windows SNMP V1 Community Strings Step 1 View the list of previously configured Windows SNMP V1 community strings by doing the following: a. Open the Windows Services viewer. b. Right-click SNMP Service and select Properties. c. Select the Security tab. This tab lists the accepted V1 community strings and the access granted for each string, and also lists the hosts from which SNMP packets are accepted. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 191 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Note: The accepted hosts apply to all community strings, whereas the Operations Console provides more granularity, allowing you to specify accepted hosts on a per-community string basis. Step 2 Configure these community strings using the Operations Console: a. Open the Operations Console and select SNMP | V1/V2C | Community String. b. For each community string discovered above that has not already been configured in the Operations Console, add it by clicking Add New. Do the following: • Enter the community string exactly as it appeared in step 1 above. • Select V1 as the version. • For Windows community strings with permission other than "Read Only," select Read Write in the Operations Console. • Be sure to select the device(s) on which this community string was seen in step 1. Configuring an SNMP V1/V2c Agent SNMP version 1 (SNMPv1), the initial implementation of SNMP that functions within the specifications of the Structure of Management Information (SMI), operates over protocols, such as User Datagram Protocol (UDP) and Internet Protocol (IP). The SNMPv1 SMI defines highly structured tables (MIBs) that are used to group the instances of a tabular object (that is, an object that contains multiple variables). Tables contain zero or more rows, which are indexed, so SNMP can retrieve or alter an entire row with a supported command. With SNMPv1, the NMS issues a request, and managed devices return responses. Agents use the Trap operation to asynchronously inform the NMS of a significant event. As with SNMPv1, SNMPv2c functions within the specifications of the Structure of Management Information (SMI). MIB modules contain definitions of interrelated managed objects. The operations that are used in SNMPv1 are similar to those that are used in SNMPv2. The SNMPv2 Trap operation, for example, serves the same function as that used in SNMPv1, but it uses a different message format and replaces the SNMPv1 Trap. You can configure SNMP v1 support from the SNMP V1/V2c menu. You can perform the following tasks: • Configuring SNMP V1/V2c community strings (page 193) • Configuring notification destinations (page 197) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 192 Chapter 5: Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Configuring SNMP V1/V2c Community Strings Although SNMP community strings provide no security, they authenticate access to MIB objects and function as embedded passwords. Typically, one community string is used for read-only access to a network element. You configure SNMP community strings for SNMP v1 and v2c only. SNMP v3 does not use community strings. Instead, version 3 uses SNMP users. These users serve the same purpose as community strings, but users provide security because you can configure encryption or authentication for them. Adding an SNMP V1/V2C Community String Procedure To add an SNMP V1/V2C community string: Step 1 Choose SNMP > V1/V2c > Community String from the Main menu. The Find, Add, Delete, Edit V1/V2c Community Strings Window lists the available SNMP community strings, sorted by name, 10 at a time. Step 2 Click Add New. The V1/V2c SNMP Community String Configuration window opens to the General tab. Step 3 Fill in the community string and verify that the default values for other fields are correct. Step 4 Select the Devices tab and assign an SNMP community string to a device. Step 5 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply the changes to the selected devices. See Also General SNMP V1/V2C Community String Configuration (page 194) Finding an SNMP V1/V2C Community String (page 196) Editing an SNMP V1/V2C Community String Procedure You can change the name, the hosts to accept SNMP packets from, and the access privileges for an SNMP V1/V2C community string. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 193 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Step 1 Choose SNMP > V1/V2c > Community String from the Main menu. The Find, Add, Delete, Edit Window lists the available SNMP community strings, sorted by name, 10 at a time. Step 2 Select the SNMP community string to edit by checking the checkbox preceding it and then click Edit. The Community String Configuration window opens to the General tab. Step 3 Make the desired changes to the community string settings. You cannot change the name of the SNMP community string. Step 4 Select the Devices tab and make desired changes to the assignment of the SNMP community string to a device. Step 5 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply the changes to the selected devices. See Also General SNMP V1/V2C Community String (page 194) Finding an SNMP V1/V2C Community String (page 196) General SNMP V1/V2C Community String Configuration The following table describes the fields that you can change to configure an SNMP V1/V2C community string. Table 37: SNMP V1/V2C Community String Configuration Field Description Default Range Restart Required None Letters in the No alphabet, the numbers 0 through 9, and a dash V1 V1 or 2c Accept SNMP Packets From Any Host From any host or No from only these hosts Community String Information Community String Name You cannot change this name if you are editing a Community String. SNMP Version Information V1 or V2c Select SNMP Version 1 or 2c agent No Host IP Addresses Information Accept SNMP Packets Select hosts that are allowed to query or From any Host or access the configured devices using this Accept SNMP Packets community string. Only from these Hosts Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 194 Chapter 5: Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Field Description Host IP Address Default Range Restart Required Enter the IP address of an SNMP None management station from which SNMP agents accept SNMP packets. Enter the IP address and click Add to include the IP address in the list of Host IP Addresses. To remove an IP address from the list, select the IP address and click Remove. Valid IP address No Choose the appropriate access level from ReadOnly the following list: ReadOnly, ReadWrite No Access Privileges Access Privileges Access Privileges: • ReadOnly - The community string can only read the values of MIB objects. • ReadWrite - The community string can read and write the values of MIB objects. Assigning an SNMP Entity to a Device Procedure While you are adding or editing any of the following SNMP entities, you can add them to or remove them from one or more devices: SNMP Entities: • SNMP V1/V2C community strings • SNMP V1/V2C or V3 notification destinations • SNMP MIB-2 user groups • SNMP V3 users Step 1 Select the Devices tab. Step 2 To add an SNMP V1/V2 community string to a device, select the device from the Available pane, and then click the right arrow to move the device to the Selected pane. Step 3 To remove an SNMP V1/V2 community string from a device, select the device from the Selected pane, and then click the left arrow to move the device to the Available pane. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 195 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Step 4 Click Save to save the configuration to the Operations Console database. Click Save & Deploy to save the changes and apply the changes to the selected devices. Finding an SNMP V1/V2c Community String Because you most likely have several SNMP community strings in your network, the Operations Console lets you locate specific community strings on the basis of specific criteria. Use the following procedure to locate an SNMP community string. Procedure To find an SNMP V1/V2c community string: Step 1 Choose SNMP > V1/V2c > Community String from the Main menu. The Find, Add, Delete, Edit Window lists the available SNMP community strings, sorted by name, 10 at a time. Step 2 To scroll through the list, click Next to view the next group of available community strings. Click Previous to view the previous group of available community strings. Step 3 If you know the name of a particular community string, enter the community string name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Name Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 196 Chapter 5: Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Deleting an SNMP V1/V2c Community String Procedure To delete one or more SNMP V1/V2c community strings: Step 1 Choose SNMP > V1/V2c > Community String from the Main menu. The Find, Add, Delete, Edit Window lists the available SNMP community strings, sorted by name, 10 at a time. Step 2 Select the SNMP community string to delete by checking the checkbox preceding it then click Delete. Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding an SNMP V1/V2C Community String (page 196) Configuring Notification Destinations You can configure different community strings for SNMP v1 and v2c depending on which protocol they wish to use on their network. If you choose to use both SNMP v1 and v2c, you can configure one community string for v1 and another for v2. You might have one management station (using SNMP v1) collecting notifications from one part of the network and another management station (using SNMP v2) collecting notifications from another part. In this case, when configuring a destination, you must specify the community string used which correlates the SNMP version used to send the notification. Notification Destination Configuration Settings The following table describes the fields that you can change to configure the host and port to receive SNMP notifications. Table 38: Notification Destination Configuration Settings Field Description Default Range Restart Required None Valid IP address No Notification Destination Information Host IP Address IP address of host to receive SNMP notifications. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 197 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Field Description Default Port Number Port number to receive SNMP notifications. 162 Range Restart Required Any available port No number. Valid port numbers are integers between 1 and 65, 535. Host IP Addresses Information Notification Destination Name When you are adding a notification None destination, assign a name. You cannot change the Notification Destination Name. Letters in the alphabet, No the numbers 0 through 9, and a dash Community String Information Community String Select the community string from the drop None down list. Not applicable No Adding an SNMP V1/V2C Notification Destination Procedure To add an SNMP V1/V2C notification destination: Step 1 Choose SNMP > V1/V2c > Notification Destination from the Main menu. The Find, Add, Delete, Edit V1/V2c Notification Destinations Window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 Click Add New. The V1/V2c Notification Destination Configuration window opens to the Configuration tab. Step 3 Fill in the fields on the configuration tab. Step 4 Select the Devices tab and assign the SNMP notification destination to a device. Step 5 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply the changes to the selected devices. See Also Notification Destination Configuration Settings (page 197) Editing an SNMP V1/V2C Notification Destination Procedure To change an SNMP V1/V2C notification destination: Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 198 Chapter 5: Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Step 1 Choose SNMP > V1/V2c > Notification Destination from the Main menu. The Find, Add, Delete, Edit V1/V2C Notification Destinations Window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 Select the SNMP notification destination to edit by checking the checkbox preceding it, then click Edit. The Notification Destination Configuration window opens to the Configuration tab. Step 3 Make the desired changes to the fields on the Configuration tab. You cannot change the name of the notification destination. Step 4 Select the Devices tab and assign an SNMP entity to a device. Step 5 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply the changes to the selected devices. See Also Notification Destination Configuration Settings (page 197) Assigning and SNMP Entity to a Device Pool (page 195) Finding an SNMP notification destination (page 200) Deleting an SNMP V1/V2C Notification Destination Procedure To delete one or more SNMP V1/V2c notification destinations: Step 1 Choose SNMP > V1/V2c > Notification Destination from the Main menu. The Find, Add, Delete, Edit V1/V2C Notification Destinations Window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 Select the SNMP notification destination to delete by checking the checkbox preceding it and then click Delete. Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. Finding an SNMP V1/V2C Notification Destination (page 200) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 199 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V1/V2c Agent Finding an SNMP V1/V2C Notification Destination The Operations Console lets you locate specific community strings on the basis of specific criteria. Use the following procedure to locate an SNMP notification destination. Procedure To find an SNMP V1/V2c notification destination: Step 1 Choose SNMP > V1/V2c > Notification Destination from the Main menu. The Find, Add, Delete, Edit V1/V2c Notification Destinations window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 To scroll through the list, click Next to view the next group of available notification destinations. Click Previous to view the previous group of available notification destinations. Step 3 If you know the name of a particular notification destination, enter its name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Name Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly • is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 200 Chapter 5: Configuring SNMP Agents Configuring an SNMP V3 Agent Configuring an SNMP V3 Agent SNMP version 3 provides security features such as authentication (verifying that the request comes from a genuine source), privacy (encryption of data), authorization (verifying that the user allows the requested operation), and access control (verifying that the user has access to the objects requested.) To prevent SNMP packets from being exposed on the network, you can configure encryption with SNMPv3. Instead of using community strings like SNMP v1 and v2, SNMP v3 uses SNMP users, as described in the SNMP Community Strings and Users topic. You configure SNMP v3 support from the SNMP V3 menu. You can perform the following tasks: • Configuring SNMP V3 users (page 201) • Configuring SNMP notification destinations (page 206) Configuring SNMP V3 Users When you create SNMP users, match their SNMP user names to the user names you have already configured for the network management system (NMS). You can perform the following tasks: • Finding an SNMP V3 User (page 201) • Adding an SNMP V3 User (page 202) • Editing an SNMP V3 User (page 203) Finding an SNMP V3 User Procedure To find an SNMP user: Step 1 Choose SNMP > V3 > User from the Main menu. The Find, Add, Delete, Edit Users window lists the available SNMP v3 users, sorted by name, 10 at a time. Step 2 If you know the exact name of a particular SNMP user, enter the name in the Search text box and then click Go. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 201 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V3 Agent Step 3 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Username Step 4 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly Step 5 Specify the appropriate search text, if applicable, and click Find. Adding an SNMP V3 User Procedure To add an SNMP V3 user: Step 1 Choose SNMP > V3 > User from the Main menu. The Find, Add, Delete, Edit V3 Users window lists the available SNMP users, sorted by name, 10 at a time. Step 2 Click Add New. The SNMP V3 User Configuration window opens to the Configuration tab. Step 3 Fill in the username and verify that the default values for other fields are correct. Step 4 Select the Devices tab and assign the user to a device. Step 5 Click Save to save the settings in the Operations Console database. Click Save & Deploy to save the change and apply them to the selected devices. See Also SNMP User Configuration Settings (page 203) Assigning an SNMP Entity to a Device (page 195) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 202 Chapter 5: Configuring SNMP Agents Configuring an SNMP V3 Agent Editing an SNMP V3 User Procedure You can change the access privileges, authentication and privacy information for an SNMP V3 user. Step 1 Choose SNMP > V3 > User from the Main menu. The Find, Add, Delete, Edit Users window lists the available SNMP users, sorted by name, 10 at a time. Step 2 Select the SNMP user name to edit by checking the checkbox preceding it or highlighting the user name and then click Edit. The SNMP User Configuration window opens to the Configuration tab. Step 3 Make the desired changes to SNMP V3 users settings. You cannot change the username for the SNMP V3 user. Step 4 Select the Devices tab and change the assignment of the user to a device. Step 5 Click Save to save the settings in the Operations Console database. Click Save & Deploy to save the change and apply them to the selected devices. See Also SNMP V3 User Configuration Settings (page 203) Assigning an SNMP V3 User to a Device (page 195) Finding an SNMP user (page 201) SNMP V3 User Configuration Settings The following table describes the fields that you can change to configure an SNMP V3 user. Field Description Default Range Restart Required User Information Username Enter the SNMP V3 user name. You None cannot change this name when editing an SNMP V3 user. Letters in the No alphabet, the numbers 0 through 9, and a dash Access Privileges Choose the appropriate access level from the following list: ReadOnly, ReadWrite ReadOnly No Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 203 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V3 Agent Field Description Default Range Restart Required Access Privileges: • ReadOnly - The community string can only read the values of MIB objects. • ReadWrite - The community string can read and write the values of MIB objects. Host IP Addresses Information Accept SNMP Packets Select hosts that are allowed to query Accept SNMP From any host or From any Host or Accept or access the configured devices using Packets From from only these SNMP Packets Only from this community string. Any Host hosts these Hosts No Host IP Address No Enter the IP address of an SNMP None management station from which SNMP agents accept SNMP packets. Enter the IP address and click Add to include the IP address in the list of Host IP Addresses. To remove an IP address from the list, select the IP address and click Remove. Valid IP address Authentication Information Authentication Required Select to require authentication for this Disabled user. This offers an additional level of security not provided with SNMP v1 and v2c. The SNMP user only gains access to the device when using both a valid user name and password. If authentication is not required, security is no better with v3 than it would be for SNMP v1/v2c using community strings. Enabled or Disabled No Password Password for the SNMP Version 3 None user. This password is required to accept incoming SNMP V3 packets. Any text that No follows the security guidelines for passwords (page 181). Re-enter Password Retype the password for this user account to verify that you typed the password correctly. None The same text that was entered in the Password field. No Protocol Choose MD5 or SHA protocols to encrypt the password. None MD5 or SHA No Privacy Information Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 204 Chapter 5: Configuring SNMP Agents Configuring an SNMP V3 Agent Field Description Default Range Restart Required Privacy Required Select to require privacy for the Disabled SNMP user. Enabling privacy causes the SNMP message data to be encrypted during transmission. This provides an additional level of security over authentication (only) in that it protects the data, rendering it unreadable by would-be snoopers while traveling over the wire. Enabled or disabled. No Password Password the SNMP user must enter. None Any text that No follows the security guidelines for passwords (page 181). Re-enter Password Re-type the same text entered in the None Password field. The same text entered in the Password field. No Protocol Select the protocol to encrypt the user None password. 3DES, AES-192 , AES-256 No Deleting an SNMP V3 User Procedure To delete one or more SNMP users: Step 1 Choose SNMP > V3 > User from the Main menu. The Find, Add, Delete, Edit window lists the available users, sorted by name, 10 at a time. Step 2 Select the SNMP users to delete by checking the checkbox preceding it or highlighting the user name and then click Delete. Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding an SNMP User (page 201) Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 205 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V3 Agent Configuring SNMP Notification Destinations A notification destination identifies the target host and port to receive SNMP notifications sent by the Unified CVP SNMP agent on the devices you specify. You can specify an SNMP V3 user and associated authorization for an SNMP V3 notification destination. Adding an SNMP V3 Notification Destination Procedure To add an SNMP V3 notification destination: Step 1 Choose SNMP > V3 > Notification Destination from the Main menu. The Find, Add, Delete, Edit window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 Click Add New. The SNMP Notification Destination Configuration window opens to the Configuration tab. Step 3 Fill in the name of the SNMP V3 notification destination. Step 4 Select the Devices tab and assign the SNMP notification destination to a device. Step 5 Click Save to save the settings in the Operations Console database. Click Save & Deploy to save the change and apply them to the selected devices. See Also Notification Destination Configuration Settings (page 207) Assigning an SNMP Entity to a Device (page 195) Editing an SNMP V3 Notification Destination Procedure To change an SNMP V3 notification destination: Step 1 Choose SNMP > V3 > Notification Destination from the Main menu. The Find, Add, Delete, Edit window lists the available SNMP notification destinations, sorted by name, 10 at a time. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 206 Chapter 5: Configuring SNMP Agents Configuring an SNMP V3 Agent Step 2 Click Edit. The SNMP Notification Destination Configuration window opens to the Configuration tab. Step 3 Change the desired notification destination configuration settings. You cannot change the name of the notification destination. Step 4 Select the Devices tab and add or remove devices to this notification destination. Step 5 Click Save to save the settings in the Operations Console database, or click Save & Deploy to save the change and apply them to the selected devices. See Also Notification Destination Configuration Settings (page 207) Assigning an SNMP Entity to a Device (page 195) Notification Destination Configuration Settings The following table describes the fields that you can change to configure the host and port to receive SNMP notifications. Field Description Default Range Restart Required Notification Destination Information Notification Destination Name for the notification destination. You None Name cannot change this name when editing a notification destination. Letters in the alphabet, No the numbers 0 through 9, and a dash Host IP Addresses Information Host IP Address IP address of host to receive SNMP notifications. None Valid IP address No Port Number Port number to receive SNMP notifications. 162 Any available port No number. Valid port numbers are integers between 1 and 65, 535. Select a user from the drop down list. None User Information User None No Finding an SNMP V3 Notification Destination Because you most likely have several SNMP notification destinations in your network, the Operations Console lets you locate specific destination notifications on the basis of specific criteria. Use the following procedure to locate an SNMP notification destination. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 207 Chapter 5: - Configuring SNMP Agents Configuring an SNMP V3 Agent Procedure To find an SNMP V3 notification destination: Step 1 Choose SNMP > V3 > Notification Destination from the Main menu. The Find, Add, Delete, Edit window lists the available SNMP notification destinations, 10 at a time, sorted by name. Step 2 To scroll through the list, click Next to view the next group of available notification destinations. Click Previous to view the previous group of available notification destinations. Step 3 If you know the name of a particular notification destination, enter the notification destination name in the Search text box and then click Go. Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all devices are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • Hostname Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly Step 6 Specify the appropriate search text, if applicable, and click Find. Deleting an SNMP V3 Notification Destination Procedure To delete one or more SNMP V3 notification destinations: Step 1 Choose SNMP > V3 > Notification Destination from the Main menu. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 208 Chapter 5: Configuring SNMP Agents Configuring an SNMP MIB2 System Group The Find, Add, Delete, Edit window lists the available SNMP notification destinations, sorted by name, 10 at a time. Step 2 Select the SNMP notification destination to delete by checking the checkbox preceding it or highlighting the notification destination and then click Delete. Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding an SNMP Notification Destination (page 200) Configuring an SNMP MIB2 System Group The Operations Console allows you to change the system contact and system location information in the SNMP MIB-II system group and to assign that system group to a device. For example, you could enter Administrator, 555-121-6633, for the system contact and San Jose, Bldg 23, 2nd floor, for the system location. You can perform the following tasks: • Adding an SNMP MIB2 system group (page 209) • Editing an SNMP MIB2 system group (page 210) • Deleting an SNMP MIB2 system group (page 210) • Finding an SNMP MIB2 system group (page 211) Adding an SNMP MIB2 System Group Procedure To add an SNMP MIB2 system group: Step 1 Choose SNMP > System Group > MIB2 System Group from the Main menu. The Find, Add, Delete, Edit MIB2 System Groups window lists the available SNMP MIB2 system groups, sorted by name, 10 at a time. Each device can only be associated with one system group. Only devices that are not associated with other system groups are displayed in the available system groups. Step 2 Click Add New. The MIB2 System Group Configuration window opens to the Configuration tab. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 209 Chapter 5: - Configuring SNMP Agents Configuring an SNMP MIB2 System Group Step 3 In the Contact field, enter a person to notify when problems occur. Step 4 In the System Location field, enter the location of the person that is identified as the system contact. Step 5 Select the Devices tab and assign the devices to this system group. Step 6 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply them to the selected devices. Editing an SNMP MIB2 System Group Procedure To change SNMP MIB2 system group information: Step 1 Choose SNMP > System Group > MIB2 System Group from the Main menu. The Find, Add, Delete, Edit MIB2 System Groups window lists the available SNMP MIB2 system groups, sorted by name, 10 at a time. Step 2 Click Edit. The MIB2 System Group Configuration window opens to the Configuration tab. Step 3 In the Contact field, you can change the name of the person to notify when problems occur. Step 4 Select the Devices tab and add or remove devices to this system group. Step 5 Click Save to save the configuration to the Operations Console database, or click Save & Deploy to save the changes and apply them to the selected devices. Deleting an SNMP MIB2 System Group Procedure To delete one or more SNMP MIB2 system groups: Step 1 Choose SNMP > System Group > MIB2 System Group from the Main menu. The Find, Add, Delete, Edit MIB2 System Groups window lists the available SNMP MIB2 system groups, sorted by name, 10 at a time. Step 2 Select the SNMP MIB2 system group to delete by checking the checkbox preceding it and then click Delete. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 210 Chapter 5: Configuring SNMP Agents Configuring an SNMP MIB2 System Group Step 3 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Finding an SNMP Notification Destination (page 211) Finding an SNMP MIB2 System Group Procedure To find an SNMP MIB2 system group: Step 1 Choose SNMP > System Group > MIB2 System Group from the Main menu. The Find, Add, Delete, Edit MIB2 System Groups window lists the available SNMP MIB2 system groups, sorted by name, 10 at a time. Step 2 To scroll through the list, click Next to view the next group of available system groups. Click Previous to view the previous group of available system groups. Step 3 If you know the name of a particular MIB2 system group, enter the name in the Search text box and then click Go. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: • System Name • System Contact Step 5 From the second window drop-down list box, choose one of the following criteria: Search criteria: • begins with • contains • ends with • is exactly Step 6 Specify the appropriate search text, if applicable, and click Find. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 211 Chapter 5: - Configuring SNMP Agents Using Syslog Using Syslog Configuring the Syslog Server The instructions below describe how to adjust syslog settings for a Call Server, VXML Server, and/or Reporting Server using the Operations Console. Step 1 Open the Operations Console. Step 2 Choose the server where you want to configure syslog. Step 3 Click Edit. Step 4 Click the Infrastructure tab. Step 5 Edit the fields for the primary/backup syslog server and port. Step 6 Click Save. Refer to the Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1) for additional information about Syslog Server settings. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 212 Chapter 6 Launching Tools Launching an SNMP Monitor You can use any standard SNMP-based monitoring tool to view details of the health of the Unified CVP solution network. All Unified CVP product components issue SNMP events, which can be delivered to the network monitoring tool. To specify a SNMP-based monitoring tool as the destination for SNMP traps and statistics, you must edit the Log Messages XML file on the Unified CVP Server for each event that the server generates. For information on editing the Log Message XML file to send SNMP events to an SNMP monitoring tool, see Editing the Log Message XML File. (page 110) You can launch the administration web page for an external SNMP monitoring tool from the Tools menu in the Operations Console. Before You Begin Before you can launch an SNMP monitor, you must first specify the URL of the SNMP monitor web page to launch. For information on configuring the URL external tools, see the Configuring Links for Tools (page 215) topic. Procedure To launch an SNMP monitoring tool: Step 1 Choose Tools > SNMP Monitor from the main Operations Console menu bar. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 213 Chapter 6: - Launching Tools About Cisco Support Tools About Cisco Support Tools Cisco Support Tools is Cisco Unified Contact Center's serviceability application. It provides a common, web-based UI to a number of serviceability tools and works across all Cisco Unified Contact Center products. Support Tools uses a client/server model: • The Support Tools (ST) Server provides a web-based front-end for users to logon to and make requests for serviceability data from other Cisco Unified Contact Center products. Caution: You must install ST Server on a separate machine from the Unified CVP software. If you try to install ST Server on a machine on which Unified CVP resides, or try to install Unified CVP on a machine on which ST Server resides, the installation process aborts. • The ST Server connects to Support Tools Node Agents (STNA) installed on each supported computer running a Cisco Unified Contact Center product. These agents listen for serviceability requests, fulfill them, and send back the results to the ST Server. Note: Unified CVP's STNA automatically supports IPSEC on Windows systems; you must take care to use the same passkey during Unified CVP installation that you used for ST Server installation. For more information on IPSEC, see the Configuration and Administration Guide for Customer Voice Portal. For additional information about Cisco Support Tools, see the Cisco web site (http:// www.cisco.com/en/US/products/ps5905/tsd_products_support_series_home.html) listing Cisco Support Tools documentation. Launching Support Tools You can launch the administration web page for Support Tools from Tools menu in the Operations Console. Before You Begin Before you can launch Support Tools, you must first specify the URL of the Support Tools web page to launch. For information on configuring the URLs, see the Configuring Links for Tools (page 215) topic. Procedure To launch Support Tools: Step 1 Choose Tools > Support Tools from the main Operations Console menu bar. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 214 Chapter 6: Launching Tools Configuring Links for Tools Configuring Links for Tools You can store URLs for the tools available from the Tools menu. Once configured, you can launch the administrative web page for each tool by selecting the tool from the Operations Console Tools menu bar. You can perform the following tasks: • Adding a URL Link to the Tools Menu (page 215) • Modifying a URL Link on the Tools Menu (page 215) • Removing a URL Link from the Tools Menu (page 216) Adding a URL Link to the Tools Menu Procedure To add a URL link to a tool: Step 1 Choose Tools > Configure from the main Operations Console menu bar. The Configure Tools window opens, listing the current URL configured for each tool listed on the Tools menu. Step 2 In the Enter New URL text box for the tool you want to configure, enter the URL for each tool to launch. The web page indicated by this URL is launched when you select the tool from the Tools menu. Step 3 Click Save to save the URLs. Modifying a URL Link on the Tools Menu Procedure To modify a URL link for a tool: Step 1 Choose Tools > Configure from the main Operations Console menu bar. The Configure Tools window opens, listing the current URL for each tool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 215 Chapter 6: - Launching Tools Configuring Links for Tools Step 2 In the Enter New URL text box for the tool you want to configure, modify the URL and click Save. This will modify the URL for the selected tool. The web page indicated by this URL is launched when you select the tool from the Tools menu. Removing a URL Link from the Tools Menu Procedure To remove a URL link for a tool: Step 1 Choose Tools > Configure from the main Operations Console menu bar. The Configure Tools window opens, listing the current URL for each tool. Step 2 In the Enter New URL text box for the tool you want to configure, clear the URL from the text box, and click Save. The URL for that tool will be removed from the Operations Console, which means that no URL is configured for that tool. Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) 216 Index call flow models Index call director hybrid....58 call director using H.323....57 backups call director using SIP....57 cancelling for Reporting Server....90 comprehensive hybrid....56 running for Reporting Server....89 comprehensive with SIP or H.323....56 before you begin tasks VRU-only....57 adding a Communications Manager Server....152 VXML Server (standalone)....59, 115 adding a Content Services Switch....136 VXML Server with ICM lookup....58 adding a gatekeeper....122 Call Server adding a gateway....129 adding....54 adding a media server....147 applying license....79 adding an ICM Server....156 call control services....54 adding a Reporting Server....81 choosing a call service....56 adding a SIP Proxy Server....161 configuration....53 adding a speech server....142 configuration settings....78 adding a VXML Server....98 configuring H.323 Service....57 adding a VXML Server (standalone)....115 configuring ICM Service....60 creating a user account....179 configuring IVR Service ....62 editing Communications Manager Server....153 configuring SIP Service ....65 getting gatekeeper statistics....127 deleting....74 IVR Service configuration....63 downloading Log Messages XML file....109 launching SNMP monitor....213 editing....75 launching Support Tools....214 finding....76 logging in to the Operations Console....10 ICM Service configuration settings....60 Bulk Administration menu IVR Service prerequisities....63 file transfer....14 license thresholds....74 overview....14 uploading Log Messages XML file....111 bulk file transfer license files....187 script files....187 call director call flow model overview....57 call director hybrid call flow model overview....58 viewing statistics....77 call services choosing to run on a Call Server....56 call statistics ICM Service....25 IVR service....27 SIP Service....29 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 217 Index Call Studio scripts elements in reporting data....99 Communications Manager Content Services Switch....139 gatekeeper....125 ICM Server....159 configuration settings....154 ICM Service....60 configuration tasks....151 infrastructure....72 deleting....154 IVR Service....63 finding....155 media server....148 prerequisites for adding....152 Reporting Server general information....82 prerequisites for editing....153 Reporting Server Infrastructure Tab....84 comprehensive call flow model overview....56 comprehensive hybrid call flow model overview....56 configuration settings Call Server....78 Communications Manager....154 Content Services Switch....139 gatekeeper....125 gateway....131 general user information....181 ICM Server....159 ICM Service....60 infrastructure....72 IVR Service....63 media server....148 SIP Proxy Server....164 SIP Service....66 SNMP V1/V2C community strings....194 SNMP V1/V2C notification destinations....197 SNMP v3 notification destination....207 SNMP v3 users....203 speech server....143 configuration tabs Call Server....78 Communications Manager....154 Reporting Server reporting properties....83 SIP Proxy Server....164 SIP Service....66 SNMP V1/V2C community strings....194 SNMP V1/V2C notification destination configuration settings....197 SNMP v3 notification destination settings....207 SNMP v3 user settings....203 user information settings....181 VXML Server....103 VXML Server properties....102 Content Services Switch configuration settings....139 configuring....135 deleting....137 disabling the Microsoft FTP Publishing Service....140 editing....136 executing IOS commands....140 finding....138 prerequisites for adding....136 supported IOS commands....140 transferring script files....140 Content Services Swtich transferring script files....108 Control Center editing a device configuration....39 restarting a server....39 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 218 Index shutting down a server....40 Unified CM option....14 sorting servers by active calls....37 VXML Server (standalone) option....13 sorting servers by network status....38 VXML Server option....13 sorting servers by network up IP address....38 using....17 viewing devices by device pool....18 device pool viewing device statistics....36 device pools viewing devices by type....17 adding....41 viewing device statistics....21, 36 adding or removing a device....43 viewing device status....19 adding or removing a media server....150 viewing infrastructure statistics....22 adding or removing a speech server....145 creating a user account prerequisites....179 default....40 deleting....42 CVPLogMessages.properties file....110 description....40 CVPLogMessages.xml file editing....41 editing....110 database viewing details....93 data retention default number of days....92 finding....44 devices adding a Call Server....54 assigning SNMP community string....195 editing configuration....39 default device pool....40 offline view....49 device online view....50 finding....51 restarting a server....39 viewing device statistics....36 shutting down a server....40 Device Management menu sorting servers by active calls....37 call server option....13 sorting servers by network status....38 content services switch....14 sorting servers by network up IP address....38 device past configurations option....14 viewing....21 gatekeeper option....13 viewing by device pool....18 gateway option....13 viewing by type....17 ICM Server option....14 viewing Call Server statistics....77 media server option....14 viewing infrastructure statistics....22 overview....13 viewing properties....49 Reporting Server option....13 viewing status....19 SIP Proxy Server option....14 speech server option....14 device statistics gateway....133 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 219 Index Reporting Server....94 finding....126 viewing....21 prerequisites for getting statistics....127 device status prerequisities for adding....122 down....20 supported IOS commands....125 not reachable....20 transferring files....121 partial....20 transferring script files....108 up....20 viewing....19 device views....49 disabling the Microsoft FTP Publishing Service Content Services Switch....140 disaster recovery gatekeeper statistics....31 gateway adding....129 configuration settings....131 configuring....128 exporting Operations Console configuration....46 deleting....130 importing Operations Server configuration....45 editing....129 down device status....20 executing IOS commands....132 error handling....47 finding....134 events prerequisites for adding....129 severity levels for....111 exporting Operations Console configuration....46 features and benefits Unified CVP....8 file transfer Content Services Switch....141 supported IOS comamnds....132 transferring file....132 transferring script files....108 viewing statistics....133 gateway statistics....32 Help menu license....97 about....15 single script file at a time....108 contents....15 filters for reporting VXML Server....104 gatekeeper this page....15 ICM Server adding....156 adding....122 configuration settings....159 configuration settings....125 configuring....156 configuring....121 deleting....157 deleting....124 editing....158 editing....123 finding....158 executing commands....124 prerequisites for adding....156 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 220 Index ICM Service configuration settings....60 configuring....60 statistics....25 importing Operations Console configuration....45 previously configured Windows SNMP V1 community strings....191 Informix user changing password....86 infrastructure configuration settings....72 configuring on Call Server....72 infrastructure statistics descriptions....22 viewing....22 IOS commands Content Services Switch....140 gateway....132 IVR Service configuration....62 configuration settings....63 prerequisites for configuring....63 IVR Service statistics....27 license applying to a Reporting Server....97 applying to VXML Server....112, 120 license files transferring multiple files....187 license thresholds Call Server....74 licensing port licensing....53 Unified CVP....52 statistics....23 load balancing SIP calls....71 logging in Operations Console....10 logging out Operations Console....16 log messages CVPLogMessages.xml....110 main Cisco Unified Customer Voice Portal page Operations Console....11 media server adding....148 adding and removing from a device pool....150 configuration settings....148 deleting....149 editing....149 finding....150 prerequisites for adding....147 using with Unified CVP....147 menu options for Operations Console....12 MIB2 system group configuring....209 My Account screen....12 notification destinations SNMP v3 configuration settings....207 not reachable device status....20 offline device view....49 online device view....50 Operations Console Control Center....17 exporting configuration....46 importing a configuration....45 logging in....10 licensing Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 221 Index logging out....16 general configuration settings....82 main Cisco Unified Customer Voice Portal page....11 infrastructure settings....84 menu options....12 prerequisites for adding....81 overview....9 removing reporting users....88 partial device status....20 running backups....89 passwords running purge....91 changing reporting database user....86 past device configuration statistics....35 uploading Log Messages XMLfile....111 applying....166 viewing database details....93 finding....165 viewing statistics....94 viewing....166 reporting users pool statistics tab....37 adding....87 port licensing....53 changing passwords....88 purging removing....88 number of days to retain data....92 purging data....91 reporting configuring Reporting Server....80 reporting database changing user passwords....86 reporting filters for VXML Server....104 Reporting Server adding....81 adding reporting users....87 applying a license....97 cancelling backups....90 resource properties file....110 restart call server, reporting server, VXML server....39 script files transferring multiple files....187 scripts transferring to devices....108 severity log messages....110 of events....111 shut down Call Server, Reporting Server, VXML Server....40 SIP Proxy Server changing a reporting user's password....88 adding....161 changing reporting database user password....86 configuration settings....164 configuring....80 configuring for Unified CVP....160 configuring properties....83 deleting....162 deleting....95 editing....162 downloading Log Messages XML file....109 finding....163 editing....85 prerequisites for adding....161 finding....96 qualified server....160 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 222 Index SIP Service configuration settings....66 load balancing....71 editing....210 finding....211 SNMP monitor tradeoffs between UDP and TCP....70 launching....213 valid dialed number patterns....71 prerequisites for launching....213 SIP Service configuring on Call Server....65 SIP Service call statistics....29 SNMP importing previously configured Windows SNMP V1 community strings....191 MIB2 system group....209 V1/V2C community strings configuration settings....194 V1/V2C notification destination settings....197 SNMP adding MIB2 system groups....209 adding V1/V2C community string....193 adding V1/V2C notification destination....198 deleting a V1/V2C community string....197 deleting SNMP MIB2 system groups....210 deleting SNMP v3 notification destination....208 deleting V1/V2C notification destination....199 editing a V1/V2C community string....193 editing a V1/V2C notification destination....198 editing MIB2 system groups....210 finding V1/V2C community string....196 finding V1/V2C notification destination....200 SNMP menu overview....14 system group option....15 v1/v2 option....14 v3 option....15 SNMP MIB2 system group adding....209 deleting....210 SNMP V1/V2c overview....192 SNMP V1/V2C configuring community strings....193 SNMP V1/V2c community strings configuring....193 SNMP V1/V2C community strings adding....193 assigning to devices....195 deleting....197 editing....193 finding....196 SNMP V1/V2C notification destination deleting....199 editing....198 finding....200 SNMP V1/V2C notification destinations adding....198 configuration settings....197 overview....197 SNMP v3 adding notification destination....206 adding user....202 agent overview....201 deleting user....205 editing notification destination....206 editing user....203 finding notification destination....207 finding user....201 notification destination configuration settings....207 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 223 Index user configuration....201 SIP Service....29 user configuration settings....203 thread pool....24 SNMP v3 agent....201 SNMP v3 notification destinations VXML Server....33 Support Tools adding....206 launching....214 deleting....208 prerequisites for launching....214 editing....206 finding....207 SNMP v3 notifications destinations configuration settings....207 SNMP v3 users system id for VXML Server....113 System menu control center option....12 device pool option....12 adding....202 export system configuration option....12 configuration settings....203 import system configuration option....12 deleting....205 overview....12 editing....203 finding....201 speech server adding....142 applying a license....144 system statistics licensing....23 thread pool....24 TCP versus UDP in SIP deployments....70 configuration settings....143 thread pool statistics....24 configuring for Unified CVP....141 tools deleting....145 editing....143 configuring links....215 Tools menu finding....146 adding links....215 prerequisites for adding....142 configure option....15 statistics modifying links....215 Call Server....77 overview....15 device pool....37 removing links....216 gatekeeper....31 SNMP monitor....15 gateway....32 Support Tools option....15 ICM service....25 infrastructure....22 IVR Service....27 licensing....23 Reporting Server....35 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 224 transferring files gateway....132 UDP versus TCP in SIP deployments....70 Unified Customer Voice Portal Index introduction....7 Unified CVP user roles adding....170 key features and benefits....8 assigning access criteria....171 licensing....52 assigning to a user group....176 Unified CVP database administrator changing password....86 Unified CVP user changing password....86 Unified Presense Server (CUPS) for use with Unified CVP....160 Uniform Resource Locators (URLs) defined....170 deleting....173 editing....171 finding....172 users adding reporting....87 VoiceXML filters adding links to the Tools menu....215 example inclusive and exclusive....106 modifying links to the Tools menu....215 example wildcards....106 removing links to the Tools menu....216 rules....105 up device status....20 URL adding links to Tools menu....215 user accounts configuring user information....181 creating....179 deleting....185 finding....180 user groups VoiceXML platform features and benefits....8 VRU-only call flow model overview....57 VXML configuring VXML Server....98 VXML Server adding....99 applying license....112 adding....174 configuration properties....103 adding or removing a user....183 configuring....98 assigning roles....176 configuring (standalone)....115 defined....174 creating reporting filters for....104 deleting....177 deleting....101 editing....175 downloading Log Messages XML file....109 finding....177 editing....100 User Management menu example filter wildcards....106 overview....14 example reporting filters....106 user groups option....14 filters for reporting....104 user roles option....14 finding....114 users option....14 general configuration settings....102 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 225 Index getting the System Id....113 prerequisites for adding....98 rules for reporting filters....105 statistics....33 transferring Log Messages XML file....111 transferring script files....108 uploading Log Messages XML file....111 VXML Server (standalone) adding....115 applying license....120 call flow model....59 configuring....115 deleting....117 editing....116 finding....118 getting System Id....119 prerequisites for adding....115 VXML Server with ICM Lookup overview....58 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) Index 226

Operations Console Online Help for Cisco Unified Customer Voice Portal November 2007

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