Getting Started with Unified CVP, Release 8.5(1)

Getting Started

with Cisco Unified Customer Voice PortalRelease 8.5(1)

July 2011

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 PRESENTEDWITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OFANY PRODUCTS.THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKETTHAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THESOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) aspart of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED"AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING,WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISINGFROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES,INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USETHIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarkscan be found at http://www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use ofthe word partner does not imply a partnership relationship between Cisco and any other company. (1005R)Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, andfigures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional andcoincidental.Copyright 2011 Cisco Systems, Inc. All rights reserved.

http://www.cisco.com/go/trademarks

Table of Contents

Preface ...........................................................................................................................................................1Purpose .....................................................................................................................................................1Audience ....................................................................................................................................................2Organization ..............................................................................................................................................2Conventions................................................................................................................................................5Obtaining Documentation and Submitting a Service Request...................................................................5Documentation Feedback...........................................................................................................................6

1. Purpose and Use of this Exercise Guide....................................................................................................7Purpose of this Guide.................................................................................................................................7How to Use this Guide................................................................................................................................8

2. Brief Introduction to the Unified CVP Product and the Exercises...............................................................9Main Features of the Unified CVP Product.................................................................................................9Call Flow Model Exercises Used in this Guide.........................................................................................10

Unified CVP VXML Server Standalone Call Flow Model (HelloWorld)................................................11Unified CVP VXML Server Standalone Call Flow Model (customhelloworld)......................................13VXML Server Standalone Call Flow (Reporting).................................................................................14Comprehensive Call Flow....................................................................................................................16

3. Exercise Prerequisites...............................................................................................................................19Server Hardware and Software Requirements.........................................................................................19Planning Prerequisites..............................................................................................................................21

Installation Components for Each Call Flow Exercise.........................................................................21Table of Required Data........................................................................................................................22

Prerequisite Tasks (Before Installing Unified CVP Software)....................................................................25Obtain Unified CVP Software..............................................................................................................25Establish the Server or Virtual Server for the Exercises......................................................................25Install Simple Network Management Protocol (SNMP).......................................................................25

4. Optionally, Prepare to Use IP Phones for the Exercises...........................................................................27Modify the Exercises to Use a VoIP Phone through Unified Communications Manager..........................27

Define the Trunks Used in the Getting Started Exercises....................................................................28Define the Route Patterns...................................................................................................................32

5. Install Components...................................................................................................................................35How to Use this Installation Chapter........................................................................................................35Install Components...................................................................................................................................36

6. Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld).......................................41Unified CVP VXML Server (Standalone) Configuration Exercise.............................................................41Log into the All-in-One-Box Server and Start the Operations Console....................................................41Add the VXML Server (standalone) to the Operations Console...............................................................43

Add the VXML Server (standalone).....................................................................................................43Configure Your Voice Gateway for VXML Server Calls.............................................................................45

Add the Voice Gateway to the Operations Console.............................................................................45Transfer Bootstrap and .WAV Files To the Gateway.............................................................................47Back Up Your Existing Voice Gateway Running Configuration.............................................................48Modify the Supplied Gateway "Standalone" Template Example to Use with the Getting StartedExercises.............................................................................................................................................49Copy the Configuration Changes to the Operations Console..............................................................51

Getting Started with Cisco Unified Customer Voice Portal Release 8.5(1)

i

Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed..................52Save the New Running Configuration to the Startup Configuration File..............................................53Load the New Voice Gateway Application Services.............................................................................53

Complete the Exercise by Placing the Test Call.......................................................................................54Place the POTS or VoIP Call...............................................................................................................54

7. Installing Unified Call Studio.....................................................................................................................55Running the Cisco Unified Call Studio Installation Program.....................................................................55

8. Add a Custom Voice Application Created with Call Studio........................................................................57Exercise Prerequisites..............................................................................................................................58Start Call Studio.......................................................................................................................................58Create a New Call Studio Project.............................................................................................................58Create the Voice Application Call Flow and Validate It.............................................................................59Deploy the Custom Call Studio Application to a File Folder.....................................................................63Deploy the Custom Application on the VXML Server...............................................................................66Place the Test Call....................................................................................................................................67Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise....68

9. Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting).................................71Unified CVP VXML Server with Reporting................................................................................................71

Prerequisites for the VXML Server with Reporting Exercise................................................................71Run Reporting Batch Files.......................................................................................................................72Identify and Configure the Call Server.....................................................................................................73Add the Unified CVP Reporting Server to the Operations Console.........................................................75Remove and Replace Existing "Standalone" VXML Server Definition.....................................................77View the Configuration States of the Various Servers You Added............................................................78Configure the VXML Server to Send Call Data........................................................................................78Check Running Status of the Servers and Restart the VXML Server......................................................79Place a Call that Requests the Custom Voice Application........................................................................80Verify that the Reporting Server Received VXML Events.........................................................................80(Optionally) Add a Reporting User...........................................................................................................81Access the cvp_data Informix Database Using Dbaccess.......................................................................82Query the cvp_data Database..................................................................................................................83

10. Comprehensive Call Flow Model Exercise..............................................................................................85Comprehensive Call Flow Design Elements and Configuration Sections................................................86Exercise Prerequisites..............................................................................................................................87Section A: Ingress Gateway/Voice Browser Configuration.......................................................................88

Restore the Gateway Running Configuration......................................................................................88Log into the All-in-One-Box Server and Start the Operations Console................................................89Add the Voice Gateway to the Operations Console.............................................................................91Transfer Required Gateway Scripts and .wav Files to the Gateway.....................................................93Modify the Supplied Gateway "Comprehensive" Template Example to Use with the Getting StartedExercises.............................................................................................................................................94Copy the Configuration Changes to the Operations Console..............................................................95Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed..................96Save the New Running Configuration to the Startup Configuration File..............................................97

Section B: Configuration for Use with ICM...............................................................................................97Identify and Configure the Call Server In the Operations Console......................................................98Add the Unified CVP VXML Server to the Operations Console.........................................................102Create and Deploy the customhelloworld Voice Application..............................................................103

Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM...................................104


ii

Verify that Enough PG Places Have Been Allocated on Unified ICM................................................104Define the Voice Response Unit (VRU) on Unified ICM.....................................................................106Add the PG to the ICM Configuration Manager and Obtain a PG ID.................................................108Add a Label to the VRU Previously Defined......................................................................................110Set the Default Voice Response Unit (VRU)......................................................................................111Install the PG on CVP........................................................................................................................112Add ECC Variables to ICM.................................................................................................................120Configure Call Types..........................................................................................................................126Configure Dialed Numbers................................................................................................................127

Section D: ICM Scripting Configuration for CVP.....................................................................................128Create Network VRU Script...............................................................................................................128Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld..................................130Create a Call Type Manager Entry Routing Script and Call Schedule...............................................136

Section E: Configuring Unified Communications Manager.....................................................................137Complete the Main Exercise...................................................................................................................137Add Call Transfer to the Exercise............................................................................................................138

Modify the customhelloworld ICM Script to Transfer the Call.............................................................138Add the Reporting Elements to the Exercise..........................................................................................140

11. Expand the Initial Exercises..................................................................................................................141Using IIS as a Media Server for Your Custom Media Files.....................................................................141

Modify the Microsoft IIS Directory Structure to Work as a Media Server...........................................141Using the VXML Server as a Media Server for Your Custom Media Files..............................................142

Modify the Server Directory Structure to Work as a Media Server ...................................................143Create Media Files Compatible with the VXML Gateway.......................................................................143

Create a Media File with Proper Codex Properties...........................................................................144Modify the Application Script to Support the Media Files..................................................................144

Process User Input.................................................................................................................................145Modify customhelloworld for User Input.............................................................................................146

12. Troubleshooting Tips and Techniques...................................................................................................153General Troubleshooting Notes..............................................................................................................153

Common Audio Responses, Error Messages, and Issues with Solutions.........................................153Voice Gateway Troubleshooting Issues and Tips....................................................................................156

Verify that the Voice Gateway is Added to the Operations Console and is "Reachable"...................156Gateway Command Line - Commands Useful for the Exercises ......................................................157Voice Gateway Debug Commands and Log Files..............................................................................159View, Copy, Print the Voice Gateway Configuration File....................................................................159Gateway Configuration File................................................................................................................160Using Terminal Configuration Mode to Alter the Running Configuration............................................160

VXML Server Troubleshooting Issues and Tips......................................................................................162Check the Status and/or Restart the VXML Server...........................................................................162Restart the VXML Server Using Windows Services Management....................................................162VXML Server Not Reachable and You Cannot Restart it...................................................................163Access the VXML Server Administrative Batch Files.........................................................................163Access, Read, and Clear the VXML Server Log Files.......................................................................164

Call Server Troubleshooting Issues and Tips..........................................................................................165Reporting Server Troubleshooting Issues and Tips................................................................................165Call Studio (customhelloworld) Troubleshooting Issues and Tips...........................................................166

Subdialog Return - Caller Input Error................................................................................................168Troubleshooting the Comprehensive Call Flow Exercise........................................................................168

Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise.......................................169


iii

Common Problems with the Comprehensive Exercise......................................................................170Troubleshooting the PG Installed on the Unified CVP Server............................................................172

Using Unified ICM Script Monitoring to Track Call Progress...................................................................173Enable ICM Script Monitoring............................................................................................................173

13. Where Do I Go from Here?...................................................................................................................177

Glossary .....................................................................................................................................................181

Index ...........................................................................................................................................................193


iv

List of Figures

Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow......................................12

Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow............................13

Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified CVP Standalone VXMLServer - with Reporting...................................................................................................................................................15

Figure 4: Unified CVP Comprehensive Call Flow Example...........................................................................................17

Figure 5: Call Management Administration - Main Window..........................................................................................29

Figure 6: Call Management Administration - Defining a Trunk.....................................................................................30

Figure 7: Unified CM - Define Trunks............................................................................................................................32

Figure 8: Unified CM - Define a Route Pattern..............................................................................................................33

Figure 9: Unified CM - All Route Patterns Defined........................................................................................................34

Figure 10: CVP Installation - Reporting Password.........................................................................................................39

Figure 11: CVP Operations Console - Login Window....................................................................................................42

Figure 12: CVP Operations Console - Main Window.....................................................................................................42

Figure 13: View List of VXML Servers Known to the Operations Console...................................................................44

Figure 14: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console.44

Figure 15: CVP Operations Console - Add Voice Gateway............................................................................................46

Figure 16: CVP Operations Console - Confirm Added Gateway Message.....................................................................47

Figure 17: IOS Template Editor Save and Deploy screen...............................................................................................51

Figure 18: Call Studio - New Project Named..................................................................................................................59

Figure 19: Call Studio - Creating customhelloworld Call Flow......................................................................................60

Figure 20: Call Studio - Creating customhelloworld Call Flow - Connections...............................................................61

Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element...........................................................62

Figure 22: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................63

Figure 23: Call Studio - Deploy Voice Application.........................................................................................................64

Figure 24: Call Studio - Browse to Application's Deploy Destination............................................................................65

Figure 25: Verify the Custom Voice Application is on the VXML Server.......................................................................66

Figure 26: Custom Voice Application status.bat Results.................................................................................................67

Figure 27: status.bat - VXML Server Status....................................................................................................................67

Figure 28: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................69

Figure 29: CVP Operations Console - Define the CVP Call Server...............................................................................74

Figure 30: CVP Operations Console - Define Additional Call Server Configuration Items...........................................74

Figure 31: CVP Operations Console - Add Reporting Server.........................................................................................76

Figure 32: CVP Operations Console - Control Center - Network Map..........................................................................79


v

Figure 33: Reporting - Examine Reporting Server Statistics for Comprehensive Call...................................................81

Figure 34: Dbaccess - Connect to the cvp_data Database...............................................................................................83

Figure 35: Unified CVP Comprehensive Flow Model Example.....................................................................................86

Figure 36: CVP Operations Console - Login Window....................................................................................................90

Figure 37: CVP Operations Console - Main Window.....................................................................................................91

Figure 38: CVP Operations Console - Add Ingress Gateway..........................................................................................92

Figure 39: CVP Operations Console - Define the CVP Call Server...............................................................................99

Figure 40: CVP Operations Console - Define Additional Call Server Configuration Items...........................................99

Figure 41: Unified CVP Operations Console - Call Server Successfully Added............................................................99

Figure 42: Dialed Number Pattern List page.................................................................................................................101

Figure 43: CVP Operations Console - Add Non-standalone VXML Server.................................................................103

Figure 44: ICM Setup - Check Number of Allocated PG Slots.....................................................................................105

Figure 45: ICM - Check Range of PGs that Can be Used.............................................................................................106

Figure 46: ICM - Create Type 10 VRU Name...............................................................................................................108

Figure 47: ICM Configuration Manager - PG Logical Controller ID...........................................................................109

Figure 48: ICM Configuration Manager - Add PG and Get ID.....................................................................................109

Figure 49: ICM Configuration Manger - Routing Client Label for PG........................................................................110

Figure 50: ICM Configuration Manager - Configure PG..............................................................................................110

Figure 51: ICM - Create Type 10 VRU Label...............................................................................................................111

Figure 52: ICM Configuration Manager - Identify the Default VRU............................................................................112

Figure 53: ICM - Add ICM Instance.............................................................................................................................113

Figure 54: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server..............................................114

Figure 55: ICM - Add Peripheral Gateway Instance.....................................................................................................115

Figure 56: ICM Setup - Select PG Type as VRU...........................................................................................................115

Figure 57: ICM - Add Peripheral Gateway - PIM.........................................................................................................116

Figure 58: ICM Setup - PG Setup - PIM Parameters....................................................................................................117

Figure 59: ICM - Add Peripheral Gateway - VRU Connection Port.............................................................................117

Figure 60: ICM Setup - Install PG - Enter Logical Controller ID.................................................................................118

Figure 61: ICM - Add Peripheral Gateway - Side A Preferred......................................................................................118

Figure 62: ICM Setup - Install PG - Network Interfaces...............................................................................................119

Figure 63: ICM Configuration Manager Message - Enable ECC Variables..................................................................121

Figure 64: ICM System Information - Enable ECC Variables......................................................................................121

Figure 65: ICM Expanded Call Variable List (ECC Variables).....................................................................................122

Figure 66: ICM - Create Network VRU Script..............................................................................................................129

Figure 67: ICM - Create Call Script - Start Element.....................................................................................................131


vi

Figure 68: ICM - Create Call Script - Add Set Variable Elements................................................................................132

Figure 69: ICM - Create Call Script - Define user.microapp.media_server..................................................................132

Figure 70: ICM - Create Call Script - Define user.microapp.app_media_lib................................................................133

Figure 71: ICM - Create Call Script - Define user.microapp.ToExtVXML..................................................................133

Figure 72: ICM - Create Call Script - Define user.microapp.UseVXMLParams..........................................................134

Figure 73: ICM - Create Call Script - Connect Elements..............................................................................................135

Figure 74: ICM - Create Call Script - Validate Script...................................................................................................135

Figure 75: ICM Script - Add Call Transfer Label..........................................................................................................138

Figure 76: ICM Script Editor - Configure Label...........................................................................................................139

Figure 77: ICM Script Editor- Transfer Call.................................................................................................................139

Figure 78: Call Studio - Create Decision States............................................................................................................148

Figure 79: Call Studio - Logic for Getting User Input..................................................................................................150

Figure 80: Call Studio - CVP Subdialog Return Element - Caller Input Error.............................................................168

Figure 81: ICM Scripting Tool - Monitoring Turned On...............................................................................................174

Figure 82: ICM Scripting Tool - Monitoring Results....................................................................................................174


vii


viii

Preface

Purpose

This guide provides instructions that help you, as a new user, get started using the Cisco UnifiedCustomer Voice Portal (Unified CVP) product in one or more test environments. Configuringa test environment is intended to provide a simplified experience with the Unified CVP productprior to designing and implementing your working deployment.

Note:

• Licensing is not required for the test systems.

• This guide does not describe the configuration details required to set up, run, and administerthe Unified CVP product. It is intended as a quick checklist of the basic steps required forgetting started with this product. For detailed information about the product and configurationinstructions, consult Configuration and Administration Guide for Cisco Unified CustomerVoice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

• The instructions in this guide only pertain to fresh installs.

The Unified CVP product supports several call flow models. Only the following models arecovered by the exercises in this guide:

• Unified CVP VXML Server (Standalone)

• Simplified test model using Unified CVP Built-in Reporting

• Unified CVP Comprehensive SIP (simplified example)


1

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html


Note:

• For configuration details for all the call flow models, in a production environment, refer tothe Configuration and Administration Guide for Cisco Unified Customer Voice Portal(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

• Cisco strongly recommends that you complete the exercises In the order presented in thisguide, even if you do not intend to create a standalone call flow production system. Theexperiences in configuration and development in these exercises build on each other andprovide valuable troubleshooting experience. Once you have completed the simpler standaloneexercises, the comprehensive exercise will be easier to complete and troubleshoot.

Audience

This document is intended for Call Center managers, Unified CVP system managers, CiscoUnified Intelligent Contact Management Enterprise (Unified ICME)/ Cisco Unified ICM Hosted(Unified ICMH) system managers, VoIP technical experts, and IVR application developers.

Readers of this manual must already have a general understanding of the Unified ICME products,as discussed in the Pre-Installation Planning Guide for Cisco Unified Intelligent ContactManagement Enterprise and the Product Description Guide for Cisco Unified Intelligent ContactManagement Hosted. Refer to the Unified ICME documentation (http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) link.

Readers must also be familiar with general Unified ICM installation and setup procedures.

Organization

The manual is divided into the following chapters.

DescriptionChapter

Describes the limited scope of this guide and how best to use theguide.

1. Purpose and Use of this Exercise Guide (page7)

Contains a high-level description of Unified CVP features and thecall flow model exercises used in this guide.

2. Brief Introduction to the Unified CVPProductand the Exercises (page 9)

Indicates tasks that must be performed, or decisions that must bemade, when preparing for the exercises.

3. Exercise Prerequisites (page 19)

Set up the test deployment to use VoIP phones through Unified CallManager.

4. Optionally, Prepare to Use IP Phones for theExercises (page 27)

Provides instructions on installing Unified CVP for each call flowmodel exercise covered in this guide.

5. Install Unified CVP Components (page 35)


2

Preface

Audience


http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html

DescriptionChapter

A basic exercise that demonstrates connectivity for the variouscomponents. Uses the build-in VXML server and a default voiceapplication called HelloWorld.

6. Unified CVP VXML Server Standalone CallFlow Model Exercise (HelloWorld) (page 41)

Provides instructions for installing Unified Call Studio, which isused to create and deploy a custom voice application.

7. Installing Unified Call Studio (page 55)

Modifies the Standalone exercise by creating custom version ofHelloWorld and deploying it.

8. Add a Custom Voice Application Created withCall Studio (page 57)

Adds reporting to the existing exercises. Modifies the VXML serverto work with the Unified CVP call server. Uses the build-in CVPreporting features.

9. Unified CVP VXML Server Call Flow ModelExercise (with Reporting) (page 71)

Provides steps required to configure and complete the Comprehensivecall flow model exercise.

10. Comprehensive Call Flow Model Exercise(page 85)

Provides steps required to use additional Unified CVP capabilities.11. Expand the Initial Exercises (page 141)

Provides troubleshoot tips for Unified CVP projects and walksthrough several troubleshooting techniques.

12. Troubleshooting Tips and Techniques (page153)

Describes where to go next for information needed to use UnifiedCVP in your production environment.

13. Where Do I Go from Here? (page 177)

Unified CVP provides the following documentation:

• Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html) provides installation instructions and information aboutCisco Security Agent for the Unified CVP deployment. We strongly urge you to read thisdocument in its entirety.

• Cisco Unified Customer Voice Portal Release Solution Reference Network Design(SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html) provides design considerations andguidelines for deploying contact center voice response solutions based on Cisco UnifiedCustomer Voice Portal (CVP) releases.

• Getting Started with Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html)provides instructions to create a simplified Unified CVP lab setup and perform basic callflow model exercises.

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html)describes how to configure, run,and administer the Cisco Unified CVP product, including associated configuration.


3

Preface

Organization

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html




• Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html) describes the settings, element data, exitstates, and configuration options for Elements.

• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html)describes how to install Unified CVP software, perform initial configuration, and upgrade.

• Operations Console Online Help for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) describeshow to use the Operations Console to configure Unified CVP solution components.

Note: There is a printable (PDF) version of the Operations Console online help. Refer to theOperations Console User Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html). Theuser guide also explains how to log into the Operations Console.

• Port Utilization Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html) describes the portsused in a Unified CVP deployment.

• Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html) describes how to build components thatrun on the Cisco Unified VXML Server.

• User Guide for Cisco Unified CVP VXML Server and Unified Call Studio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) describesthe functionality of Call Studio including creating projects, using the Call Studio environment,and deploying applications to the Unified CVP VXML Server.

• Reporting Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html)describes the Reporting Server, including how to configure and manage it, and discusses thehosted database.

• Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified CallStudio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) describes in detail the functionality and configuration optionsfor all Say It Smart plugins included with the software.

• Troubleshooting Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_troubleshooting_guides_list.html) describes howto isolate and solve problems in the Unified CVP solution.

For additional information about Unified ICME, refer to the Cisco web site listing UnifiedICME documentation (http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html).


4

Preface

Organization

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html






http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_troubleshooting_guides_list.html



Conventions

This manual uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands, such as user entries,keys, buttons, and folder and submenu names. For example:

boldface font

• Choose Edit > Find.

• Click Finish.

Italic font is used to indicate the following:italic font

• To introduce a new term. Example: A skill group is acollection of agents who share similar skills.

• For emphasis. Example: Do not use the numerical namingconvention.

• A syntax value that the user must replace. Example: IF(condition, true-value, false-value)

• A book title. Example: See the Cisco CRS Installation Guide.

Window font, such as Courier, is used for the following:window font

• Text as it appears in code or that the window displays.Example: <html><title>Cisco Systems,Inc. </title></html>

Angle brackets are used to indicate the following:< >

• For arguments where the context does not allow italic, suchas ASCII output.

• A character string that the user enters but that does not appearon the window such as a password.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gatheringadditional information, see the monthly What's New in Cisco Product Documentation, whichalso lists all new and revised Cisco technical documentation, at:


5

Preface

Conventions

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication(RSS) feed and set content to be delivered directly to your desktop using a reader application.The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation Feedback

You can provide comments about this document by sending email to the following address:

mailto:[email protected]

We appreciate your comments.


6

Preface

Documentation Feedback

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

mailto:[email protected]

Purpose and Use of this Exercise Guide

Purpose of this Guide

This chapter explains the purpose and use of this guide.

As explained in the Preface, the intended purpose of this guide is to provide exercises that enableyou, as a knowledgeable Unified CVP system manager or other qualified person, to install theproduct in a test environment. The intention is for you to create a simplified, working systemand gain experience with the product prior to installing a production system.

The exercises in this guide are progressive. Each exercise builds on the prior, related exercise.Complete the exercises in the order shown in the following list.

• The following exercises use the Standalone Call Flow Model, that is, the VXML serverinteracts directly with your gateway:

– Unified CVP VXML Server Standalone (HelloWorld) (page 11)

Demonstrates call connection between the voice gateway and the VXML server using adefault voice application called HelloWorld.

– VXML Server Standalone with Custom Voice Application (page 13)

Creates, deploys, and tests a custom voice application.

• VXML Server Standalone with Reporting (page 14)

• Unified CVP Comprehensive Call Flow Model (page 16)

For descriptions of these exercises, refer to Brief Introduction to the Unified CVP Product andthe Exercises (page 9).


7

Chapter 1

Note: Cisco strongly recommends that you complete the exercises in the order presented inthis guide, even if you do not intend to create a standalone call flow production system. Theexperiences in configuration and development in these exercises build on each other and providevaluable troubleshooting experience. Once you have completed the simpler standalone exercises,the CVP-portion of the comprehensive exercise will be easier to complete and troubleshoot.

How to Use this Guide

The following steps provide a method for gaining the most positive experience when completingthe exercises in this guide:

1. If you are not familiar with the product, carefully examine the expanded introductionmaterial and call flow model descriptions in the Configuration and AdministrationGuide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

If you only need to review this information, read the summary information in BriefIntroduction to the Unified CVP Product and the Exercises (page 9).

2. Examine the call flow model descriptions in the Brief Introduction to the Unified CVPProduct and the Exercises (page 9) to understand the principles behind each exercise.

3. Examine and complete the prerequisites for the exercises you intend to complete. Referto Exercise Prerequisites (page 19).

4. Follow the installation tasks for the exercises you want to complete. Refer to Install UnifiedCVP (page 35).

5. Complete the configuration and testing tasks in the chapters for each specific exercise.

6. If necessary, go to the troubleshooting information for help in correcting issues that comeup during the exercises. Once you have a working system, it is valuable to carefully "break"the system and use the troubleshooting chapters to examine the results. Refer toTroubleshooting Tips and Techniques (page 153).

7. Refer to Where Do I Go from Here (page 177) for production system design and deploymentinformation references.


8

Chapter 1: Purpose and Use of this Exercise Guide

How to Use this Guide



Brief Introduction to the Unified CVP Product andthe ExercisesThis chapter provides a high-level view of the Unified CVP product as it pertains to the callflow model exercises presented in this guide. It does not provide an in-depth discussion of theproduct, nor does it describe other call flow models and implementation factors that you mustconsider when designing a production system. For a fuller description of the product and itsimplementation, refer to Where Do I Go from Here? (page 177).

This chapter contains the following topics:

• Main Features of the Unified CVP Product, page 9• Call Flow Model Exercises Used in this Guide, page 10

Main Features of the Unified CVP Product

Unified CVP is a web-based platform that provides interactive voice response (IVR) and servicecenter call routing services for Voice over IP (VoIP) networks. Its components work togetherto enable you to create and deploy IVR applications that include voice and video interaction,as well as traditional numeric input, to provide intelligent, personalized self-service over thephone.

Unlike proprietary IVR systems, the Unified CVP product is based on VoiceXML (VXML).VXML provides a flexible application development and deployment environment for creatingIVR applications that control audio input and output, presentation logic, call flow, telephonyconnections, and error handling. Its suite of components extends the capabilities of VXML byproviding the ability to receive and report IVR events and interface with your company customerdatabase components.

Refer to User Guide for Cisco Unified CVP VXML Server and Unified Call Studio (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) for aVXML overview.


9

Chapter 2


The major components of the Unified CVP product provide the following capabilities:

• Unified CVP call server - Hosts a number of services including an IVR service, a SIP service,and an ICM service that interfaces with Unified ICM.

• Unified CVP Operations Console - Provides a management interface for all of the UnifiedCVP components.

• VoiceXML server - Executes advanced IVR applications.

• Reporting server - Receives reporting events from IVR, SIP, and VXML services; transformsand writes reporting data to its database.

• Call Studio - Provides a consistent, integrated development platform for creating voiceapplications. Unified CVP tools and third-party tools are integrated as plug-ins.

For additional information refer to Configuration and Administration Guide for Cisco UnifiedCustomer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

Call Flow Model Exercises Used in this Guide

The Unified CVP product supports a number of functional deployment (call flow) models,distributed network options, high availability options, and other configuration decisions thatcreate a large number of possible deployments. Refer to Cisco Unified Customer Voice PortalRelease Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html).

This getting started guide supports simplified examples of the following call flow modeldeployments:

• VXML Server Standalone Call Flow Model Exercises

These exercises build a simple test environment that demonstrates proper connection to theUnified CVP VXML server from the voice gateway. The call flow is directly between thegateway and the VXML server.

– Unified CVP VXML Server Standalone Call Flow Model (HelloWorld)

Access the VXML server from the voice gateway to respond to a phone call by launchingthe VXML server default HelloWorld application.

– VXML Server Standalone Call Flow Model (customhelloworld)

Create and deploy a custom version of HelloWorld and modify the HelloWorld exerciseto use it.

– VXML Server Standalone Call Flow Model (with Reporting)


10

Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises






Send call flow data from the VXML server to the reporting server using the call server,and examine that data.

• Unified CVP Comprehensive Call Flow Model

Use the Unified CVP product to provide a VXML server to respond to a phone call byaccessing a simple, custom application, created in a prior exercise. Access the applicationindirectly through a Unified ICM script.

These exercise implementations use a single server to host the Unified CVP VXML application,call server application, and reporting server application. This combined configuration is a labenvironment called all-in-one-box. It is only applicable to non-production, test setupenvironments.

Each exercise is designed to build on the learning and configuration performed for the previousexercise. Complete the HelloWorld exercise first and proceed with the other exercises in theorder listed in the preceding exercise descriptions.

The following sections detail each of the test exercises.

Unified CVP VXML Server Standalone Call Flow Model (HelloWorld)

The goal of the HelloWorld exercise is to create a lab-based implementation of Unified CVPthat enables you to plug a phone into the FXS port of the voice gateway, call a specific number,and have the voice gateway instruct the Unified CVP VXML server to launch the defaultVoiceXML application HelloWorld.

Note: Alternate instructions are included with this exercise for users who want to send the callthrough a VoIP phone using Cisco Unified Communications Manager.

In this standalone call model, only the gateway and the VXML server are involved in handlingthe call flow.

The following diagram illustrates the call flow process.


11



Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow

The basic steps in the call flow, as shown in the diagram, are:

1. (1A or 1B) The call flow starts when you dial a specific number (called the "dialed number"or DN) using an analog phone connected to the voice gateway FXS port connection (or aVoIP phone, when using the alternate version of this exercise).

2. The voice gateway matches the DN with a "dial peer" which is configured for specifichandling based on the DN. In this case, the handling instructions for the DN are to launchthe HelloWorld application. (HelloWorld is a default application that resides on the VXMLserver.)

3. The voice gateway makes an HTTP request (through its voice browser) to the VXMLserver to initiate the HelloWorld application.

4. The VXML server instructs the voice gateway to play the HelloWorld.wav file to thecaller.

The following components are used in this exercise:

• An ingress gateway (part of the voice gateway) which accepts the analog call input, convertsit to digital, and sends HTTP-based information to the Unified CVP application using thevoice browser.

• The VXML server, which executes the IVR application requested by the voice gateway.

• A voice browser (part of the voice gateway) which processes the VXML server responses.


12



Unified CVP VXML Server Standalone Call Flow Model (customhelloworld)

This exercise substitutes a custom voice application, that you create using Call Studio, for thedefault HelloWorld application.

The following diagram illustrates the call flow using a custom voice application.

Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow


1. (Setup, Prior to Call Flow) Deploy the custom voice application to the VXML server fromCall Studio using the deployApp.bat utility.

2. (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analogphone connected to the voice gateway FXS port connection (or a VoIP phone configuredthrough Unified Communications Manager). (This is a different DN than the number usedin the HelloWorld exercise.)

3. The voice gateway matches the DN with a second dial peer which is configured for specifichandling based on the new DN. In this case, the handling instructions for the DN are tolaunch the customhelloworld application, which you create and deploy as part of thisexercise.

4. The voice gateway (through its voice browser) makes an HTTP request to the VXMLserver to initiate the customhelloworld application.

5. The VXML server instructs the voice gateway to play the customhelloworld response tothe caller.


13



6. The voice browser uses the TTS server to obtain audio to send back to the caller.


• Call Studio, used to create and deploy the application.

• A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sendsHTTP-based information to the Unified CVP application.


• A TTS server that converts the customhelloworld text message to audio.

• A voice browser (part of the voice gateway) which processes the VXML server response andthe TTS response.

VXML Server Standalone Call Flow (Reporting)

In this exercise you plug a phone into the FXS port of the voice gateway (or use a VoIPconnection), call a specific number, and have the voice gateway instruct the VXML server tolaunch customhelloworld, a simple VoiceXML application you created in the prior exercise.This implementation of the standalone VXML server call flow model uses the call server topass call data from the VXML server to the reporting server. All three functions (VXML server,call server, and reporting server) are installed in a simple, lab-based, all-in-one-boximplementation of Unified CVP.



14



Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified CVP Standalone VXML Server - withReporting


1. (Setup, prior to call flow) Deploy the custom voice application to the VXML server fromCall Studio using the deployApp.bat utility.

2. (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analogphone connected to the voice gateway FXS port connection (or a VoIP phone configuredthrough Unified Communications Manager).

3. The voice gateway matches the DN with a "dial peer" which is configured for specifichandling based on the DN. In this case, the handling instructions for the DN are to launchthe customhelloworld application.

Note: Do not use the number for the default HelloWorld application. HelloWorld onlyproduces minimal reporting data. You must use the DN you set up to requestcustomhelloworld.

4. The voice gateway (through its voice browser) makes an HTTP request to the VXMLserver to initiate the customhelloworld application.

4A. The VXML server also sends the call data to the call server which forwards it to thereporting server.

5. The VXML server instructs the voice gateway to play the customhelloworld response tothe caller.

5A. The VXML server also sends the call data to the call server which forwards it to thereporting server which stores the call data in its cvp_data Informix database.


15




• Call Studio, used to create and deploy the application.

• A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sendsHTTP-based information to the Unified CVP application.


• A call server which receives call flow data from the VXML server and sends it to the reportingserver.

• A reporting server which stores the call data in its Informix database.

• A TTS server that converts the customhelloworld text message to audio.

• A voice browser (part of the voice gateway) which processes the VXML server response andthe TTS response.

Comprehensive Call Flow

This exercise involves the Unified ICM product in the call process. In this case, the voicegateway communicates with the call server, which in turn forwards the call information to theUnified ICME CallRouter, which follows the a script based on this call's call type. The scriptcontains instructions to launch either the HelloWorld or the customhelloworld application onthe VXML server.

In this exercise, the VXML server, call server, and reporting server functions of Unified CVPare combined in an all-in-one-box lab environment intended to capture the basics of productsetup. The addition of Unified ICM integration to the exercise provides additional configurationexperience.

To reduce the number of hardware devices required for these exercises, the ingress gatewaythat handles the incoming calls and the voice browser that interfaces with the VXML server arehosted on a single gateway platform.


Note:

• Throughout the call process, the call server sends reporting data to the reporting server forstorage in the cvp_data Informix database.

• Unified ICM interfaces with Unified CVP through a peripheral gateway (PG).


16



Figure 4: Unified CVP Comprehensive Call Flow Example


1. The caller dials a specific number (called the "dialed number" or DN) using an analogphone connected to the ingress gateway FXS port (or a VoIP phone connection, if usingthe alternate form of these exercises).

2. The ingress gateway matches the DN with a "dial peer" which is configured for specifichandling based on the DN. In this case, the DN is associated with instructions for handlinga call using a comprehensive call flow application through SIP.

3. The ingress gateway sends the dial-peer information about the DN to the call server usingSIP.

4. The call server forwards this information to the Unified ICM CallRouter through the PG.

5. Based on the DN, ICM associates this call with a call type and accesses the user-definedrun external script for that call type.

6. In this case, the ICM script contains only information to launch the HelloWorld (orcustomhelloworld) application on the VXML server. The CallRouter sends this informationback to the call server.

7. The call server instructs the voice browser to launch the application from the VXMLserver.

8. The voice browser requests HelloWorld or customhelloworld from the VXML server.

9. The voice browser forwards the audio response to the ingress gateway.

10. The ingress gateway responds to the caller.


17




18



Exercise PrerequisitesThis chapter provides the decision making, hardware and software installation, and data gatheringprerequisites for performing the exercises. It assumes you have studied the basic informationpresented in the following documents:

• Cisco Unified Customer Voice Portal Release Solution Reference Network Design(SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html)

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html)

• Hardware and System Software Specification for Cisco Unified Customer Voice Portal(Unified CVP) Software (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html)


• Server Hardware and Software Requirements, page 19• Planning Prerequisites, page 21• Prerequisite Tasks (Before Installing Unified CVP Software), page 25

Server Hardware and Software Requirements

These exercises are designed as all-in-one-box configurations. That is, the Unified CVP softwarerequired for these exercises can run on a single server or virtual server. Requirements for theserver hardware or virtual server you use to create these exercises include:

• Must be running Windows 2003

• Must have a minimum of 3 GB of memory for installation and operations


19

Chapter 3






• These exercises were tested with a virtual server having a virtual Intel dual core 3.4 GHzXeon processor. The virtual processor powers the call server, VXML server, reporting server,and all other functions for the all-in-one-box configuration.

• The VXML Standalone Server with Reporting exercise uses the Reporting Package, one ofthe Unified CVP installation selections. This package requires the Unified CVP hostnameor Windows hostname for the Unified CVP server to be 12 characters or less and the hostnamecannot include any dashes. In the example exercises, the server hostname is DOCCVP801.If the hostname does not meet these requirements, the exercises still work properly. However,the reporting server only creates call reporting events; it does not write the data to the Informixdatabase.

• The Unified CVP product requires between 300 MB and 600 MB of installation space,depending on the exercise components you select. You must also have 10 GB of free drivespace for the test version of the reporting database (used in the VXML Server with Reportingexercise). The space for the reporting database can be on the same drive as the Unified CVPinstallation, or a separate drive on the server you are using for the exercises.

• The password policy for the reporting server component requires that the Minimum PasswordAge parameter be set to 0 days for both the local and/or domain security policy.

• Determine the System Image File version number for the voice gateway. This number islisted on the gateway Version screen. It can be accessed using the show version commandfrom the gateway command line interface. Compare this version number with the list of ISOimage versions supported for the version of Unified CVP indicated on the title page of thisguide. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM)for software version information for Cisco gateways. If necessary, update the gateway's imagebefore completing these exercises.

• If you choose to perform the customhelloworld exercise using a text message, you must havea TTS server running. Point to this server in the voice gateway configuration when youmodify the configuration as part of exercise #1.

Note: If you do not want to use a TTS server, Exercise #2 provides alternate instructions thatuse a .wav file.

Gateway Requirements:

• The gateway you use to access the VXML server must be approved for Unified CVP 8.0 orlater. Refer to Hardware and System Software Specification for Cisco Unified CustomerVoice Portal (Unified CVP) Software (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html), the Cisco Gateway section for the model andrequired software image level.

• The exercises use a gateway with an FXS Port. If the gateway does not have an FXS port(for use with a standard telephone) or you cannot obtain one for it, you must follow theinstructions in Modify the Exercises to Use a VoIP Phone through Unified CommunicationsManager (page 27).


20

Chapter 3: Exercise Prerequisites

Server Hardware and Software Requirements



Planning Prerequisites

Before you install the Unified CVP product and begin the getting started exercises, you mustcomplete the following planning prerequisites:

• Examine the exercises described in Brief Introduction to the Unified CVP Product (page 9).These exercises are progressive, that is, tasks you perform in each prior exercise are neededfor the next exercise.

• Examine the set of components needed for each exercise. Refer to the table in InstallationComponents for Each Call Flow Exercise (page 21). Those components that are not part ofthe installation (as explained in Installation Components for Each Call Flow Exercise (page21)), you must install and configure separately.

Note: This document does not explain the installation and basic setup of components thatare not part of the Unified CVP software. It does explain setup that is specific to the gettingstarted exercises.

• Fill out the Table of Required Data (page 22) and have the data available when you beginthe exercises.

• Cisco strongly recommends that you examine Troubleshooting Tip and Techniques (page153) before you begin these exercises. This section provides:

– Troubleshooting concepts and examples.

– Techniques for commonly needed operations such as easily accessing the voice gatewayconfiguration file.

– Tables providing issues and error messages you are likely to run into and their remedies.

– Access to, and examples of, debug files and commands.

Installation Components for Each Call Flow Exercise

The following table presents the components required for each of the call flow model exercisesin this guide. You must have the software packages available for installation (Unified CVP,Call Studio, and Unified ICM, Gateway software, TTS server software, and all other software),based on the exercises you intend to complete.

Note: Many of the components in the following table are available as part of the Unified CVPinstallation. Those components are available by selecting packages during the installation. Foryour reference, the following list shows the correspondence between the components andinstallation packages.

The packages you must select for each exercise are listed as part of the installation task steps;you do not have to remember which components are installed by which package selections.


21



• Core Software - Installs the call server and Operations Console.

• VXML server - Installs the integrated, standalone VXML server application.

• Reporting - Installs the integrated reporting server application.

• Remote Operations - Provides support for remotely issuing System CLI commands.

• System Media Files - Provides a set of English and/or Spanish IVR media files.

The following abbreviations are used in the exercise listing table:

• TTS Svr - text-to-speech server (OPTIONAL)

• VXML Svr - VXML server

• Rpt Svr - reporting server

• Call Svr - call server

• Ops Console - Operations Console

• S. H. - security hardening

ICMS. H.System

Media

Files

Ops

Console

Support

Tools

Call SvrCall

Studio

Rpt

Svr

VXML

Svr

TTS

Svr

Voice

Gateway

Exercise

NoNoNoYesNoNoNoNoYesNoYesStandalone -Simple

NoNoNoYesNoNoYesNoYes*YesYesStandalone -Custom App

NoNoNoYesNoYesNoYesYes*YesYesVXML Serverwith Reporting

YesNoNoYesNoYesNoNoYes*YesYesComprehensive

Note: *The TTS server is optional; an alternate form of the exercise is provided that uses a .wavfile.

Table of Required Data

The following table describes the dial numbers used for the exercises. They are used as follows:

• The POTS numbers for the standalone exercises are converted within the voice gateway toVoIP and sent directly to the VXML server. Refer to Modify the Supplied Gateway "Changes"File to Use with the Getting Started Exercises (page 49).


22



• The VoIP numbers for the standalone exercise match route patterns you configure in theCisco Unified Communications Manager. Refer to Modify the Exercises to Use a VoIP Phonethrough Unified Communications Manager (page 27).

• In the comprehensive exercise, only one number is needed for HelloWorld and one forcustomhelloworld. Because the calls go to the Cisco Unified Communications Manager (notdirectly to the VXML server), the converted POTS input is essentially, just another VoIPphone input.

Phone Numbers for the Exercises

Dialed NumberApplicationCall TypeExercise

8002221111HelloWorldPOTSStandalone

7002221111customhelloworldPOTSStandalone

8005551234HelloWorldSIP - VoIPStandalone

7005551234customhelloworldSIP - VoIPStandalone

8005557777HelloWorldPOTS and VoIPComprehensive

7005557777customhelloworldPOTS and VoIPComprehensive

Print the following table and fill in the details for the exercises you want to perform. Passwordsfor the Operations Console and the Reporting server must include three of the following: letters,numbers, symbols, upper/lower case. Also, each password must be at least 8 characters andcannot include any common words as part of the password. Example: Abyz12x4

Note: The following table assumes you have installed the Unified CVP server as a virtualmachine and are using the programs VMWare Infrastructure and VNC Viewer to access thephysical server and the CVP-designated virtual server for installation and configuration,respectively. Substitute your own program login information, if different.

Gateway, Server, and Other Access Information

Information NeededDevice or Program

Hostname/IP:Voice Gateway

Device Type:Telnet access; needed forgateway configuration andtroubleshooting. Telnet Login/Password:

Enable (admin) Password:


23



Physical Server Hostname/IP:Physical Server that will HostUnified CVP

VMWare Login/Password:VMWare Infrastructure access;used for installations.

Note: IMPORTANT! If you intend to complete the reporting portions of these exercises,you must use a hostname that is a maximum of 12 characters long and that does notcontain the dash character. The hostname in the examples is DOCCVP801.

Virtual Server that will Hostthe all-in-one-box Servers

VNC access for configurationand troubleshooting. Hostname and IP:

VNC Login and Password:

Windows Login and Password:

Operations Console Login and Password:

Hostname and IP:ICM Server

VNC Login and Password:VNC access; configuration forcomprehensive exercise.

Windows Login and Password:

ICM Instance Name (entered when you ran icmsetup):

Controller Domain Name (This is the Microsoft active directory name you used whenyou set up the ICM CallRouter/logger:

Default Admin Login: informixInformix (Reporting)Database

Default User Login: cvp_dbadminVNC access; for DB setup andquery. Single password for both logins (entered at Unified CVP install):

Login Name for a reporting DB user you will add:

Password for the reporting user:

Hostname and IP:Cisco UnifiedCommunications Manager:

Cisco Unified Admin Mgr Login:Browser access; set up VoIPcall trunks and route patterns. Password:

Hostname and IP:TTS Server:

VNC Login and Password:VNC Viewer access; may wantIP for gateway configurationfile transfers. Windows Login and Password:


24



Prerequisite Tasks (Before Installing Unified CVP Software)

After completing the planning and data gathering sections, complete the following tasks beforeinstalling the Unified CVP software:

Obtain Unified CVP Software

Obtain each of the software packages you need, based on the exercises you intend to complete(Unified CVP, Call Studio, ICM, TTS, Gateway). If you do not have the installation CDs oraccess to a downloadable version of the software, contact your account representative.

Establish the Server or Virtual Server for the Exercises

Establish a server, or create a virtual server with the characteristics described in Server Hardwareand Software Requirements (page 19) to use as the all-in-one-box server.

Install Simple Network Management Protocol (SNMP)

SNMP is needed for the VXML server. Complete the following steps to install the SimpleNetwork Management Protocol on the server you will use to install the Unified CVP software.

Note: During the following SNMP installation, you may need the Windows Server 2003Enterprise CD-ROM.

Step 1 From the Windows Start menu, select Start > Settings > Control Panel > Add or RemovePrograms.

The Windows Add or Remove Programs screen displays.

Step 2 From the icons to the left of the main window, select Add/Remove Windows Components.

The Windows Component Wizard screen displays.

Step 3 Scroll down the Components list; select Management and Monitoring Tools and click Details.

The Management and Monitoring Tools selection window displays.

Step 4 Select Simple Network Management Protocol. Click OK.

The Windows Components screen redisplays.

Step 5 Click Next.

Windows completes the necessary installation.


25



Note: Windows may request that you insert the Windows Server 2003 Enterprise CD-ROM orpress OK to navigate to the location of the needed files.

Step 6 Click Finish to close the wizard.


26



Optionally, Prepare to Use IP Phones for theExercisesThe tasks in this chapter enable you to use VoIP instead of, or in addition to, POTS when creatingthe experiments.

Modify the Exercises to Use a VoIP Phone through Unified Communications Manager

Cisco Unified Communications Manager (Unified CM) serves two purposes in the gettingstarted exercises:

• In the standalone exercises, Unified CM enables you to send IP phone calls (VoIP calls) inaddition to standard POTS calls. This function is important if the voice gateway does nothave an FXS port, or if you want to experiment with both POTS and VoIP calls.

In the standalone exercises, when you use a POTS phone input, the voice gateway convertsthat input to VoIP. However, the gateway sends the call request directly to the VXML serverand therefore Unified CM is not required.

• In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, thensends the call to Unified CM, which then uses the Unified CVP trunk you define to forwardthe call to the call server. In the case of IP phone calls, the calls go to Unified CM and aredirected to Unified CVP. For the comprehensive exercises, Unified CM is required, regardlessof call input type.

In the following tasks you use the Cisco Unified Communications Manager Administration toolto define trunks and route patterns. The following trunks and route patterns are needed:

• A phone trunk that sends VoIP calls from the IP phone to the voice gateway. This trunk isrequired for standalone exercises that use IP phones.


27

Chapter 4

• A phone trunk that sends incoming VoIP calls (both the converted POTS calls and the IPphone calls) to Unified CVP. The trunk is required for the comprehensive exercise.

• Route patterns that identify the incoming IP phone calls for the standalone exercises.

• Route patterns that identify the incoming VoIP calls (converted POTS and IP phone calls)for the comprehensive exercises. Because Unified CM sees both POTS calls and IP phonescalls as incoming VoIP calls, in the comprehensive exercise, the same route patterns can beused for both POTS and IP phones (one for HelloWorld, one for customhelloworld).

Note: This discussion does not explain how to install and set up the basic UnifiedCommunications Manager system; it only explains how to configure Unified CM for use withthe exercises in this guide. You must have previously installed a basic, working UnifiedCommunications Manager system.

Define the Trunks Used in the Getting Started Exercises

To define the trunks for these exercises, only enter the items actually specified in the task steps.Leave other trunk entries blank, or use their existing default values.

Step 1 Point a browser to the Unified Communications Manager IP address or hostname.

The Product Selection window displays.

Step 2 Select the Cisco Unified Communications Manager Administration product.

The Cisco Unified CM Administration login window displays.

Step 3 Log into the administration tool using your Unified Communications Manager username andpassword.

The main window for the administration tool displays.


28

Chapter 4: Optionally, Prepare to Use IP Phones for the Exercises


Figure 5: Call Management Administration - Main Window

Step 4 From the main menu, select Device > Trunk.

The Find and List Trunks window displays.

Note: If desired, click Find to display existing trunk definitions.

Step 5 Click Add New to start the trunk configuration wizard.

Step 6 For Trunk Type, select SIP Trunk from the drop-down.


29



Figure 6: Call Management Administration - Defining a Trunk

Note: SIP is automatically selected for device protocol.

Click Next.

Step 7 The next Trunk Configuration window has many sections. Configure only the following items:

a. In the Device Information section:

Device Name: VoiceGateway

Description: Gateway trunk for standalone exercises

Device Pool: Select Default from the drop-down menu.

b. Scroll down. In the SIP Information section:

Destination Address: Enter the IP address of the voice gateway.

SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile.

SIP Profile: From the drop-down menu, select Standard SIP Profile.

Step 8 Click Save to save the definition.

Click OK at the reset prompt. You will do this later.

The message Added Successful displays. Or, if you did not enter all the required items, thewizard prompts you to correct specific entries.

Step 9 Click Reset to display the Device Reset window. Click Reset on this window to make thechanges effective.


30



The status message Reset request was sent successfully displays. Click Close to close the DeviceReset window.

Step 10 Repeat the preceding steps to add a trunk to the call server (for the comprehensive exercises).Substitute the following information for step #7:

a. In the Trunk Information section:

Device Protocol: SIP Trunk

b. In the Device Information section:

Device Name: VoiceGateway

Description: Trunk for comprehensive exercises

Device Pool: Select Default from the drop-down menu.

c. In the SIP Information section:

Destination Address: Enter the IP address of the all-in-one-box Unified CVP call server.

SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile.

SIP Profile: From the drop-down menu, select Standard SIP Profile.

d. Click Save and after the reset prompt click Reset and use the Device Reset window toperform the reset operation.

Step 11 To check the new entries, click Device > Trunk. The table entries should show your newlydefined trunks. (You may have to click Find to display the new truck information.) The RoutePattern area is blank at this point. You will add route patterns (dial numbers) in the next task.


31



Figure 7: Unified CM - Define Trunks

Define the Route Patterns

Define the call digits that Unified Communications Manager should direct to the newly definedtrunks. In this case, define the phone numbers to be used by a VoIP phone through UnifiedCommunications Manager for the HelloWorld and the customhelloworld applications used inthe later exercises.

The exercises use the following route patterns:

• VoIP dialed number for HelloWorld (standalone exercises): 8005551234

• VoIP dialed number for customhelloworld (standalone exercises): 7005551234

• POTS/VoIP dialed number for HelloWorld (comprehensive exercise): 8005557777

• POTS/VoIP dialed number for customhelloworld (comprehensive exercise): 7005557777

Step 1 If you are not logged into the Unified Communications Manager administrative interface, referto Start the Operations Console (page 41) for login information.

Step 2 From the main window, select Call Routing > Route/Hunt > Route Pattern.

The Find and List Route Patterns window displays. Click Find to display currently definedroute patterns, if any.

Step 3 Click Add New.

The Route Pattern Configuration window displays.


32



Step 4 In the Pattern Definition section, configure only the following settings:

a. Route Pattern: Enter 8005551234

b. Description: HelloWorld VoIP Standalone DN

c. Gateway/Route List: Select VoiceGateway (the gateway trunk you just defined)

Step 5 No other entries are needed for this route pattern. Click Save to save the definition.

Step 6 Click OK at the "authorization code" message and at the "update" message.

Step 7 Verify the new route pattern is properly added: Click Call Routing > Route/Hunt > RoutePattern. You may need to click Find to display the data.

The 8005551234 pattern displays with its VoiceGateway trunk description.

Figure 8: Unified CM - Define a Route Pattern

Step 8 Repeat these steps to define the route patterns for the remaining dialed numbers.

Use the following route patterns, definitions, and trunks:

• 7005551234; customhelloworld VoIP standalone DN; VoiceGateway

• 8005557777; HelloWorld DN for comprehensive; VoiceGateway

• 7005557777; customhelloworld DN for comprehensive; VoiceGateway

Step 9 Verify the route patterns are properly added: Click Call Routing > Route/Hunt > RoutePattern. You may need to click Find to display the data. The following definitions display:


33



Figure 9: Unified CM - All Route Patterns Defined

Step 10 Close the Unified Communications Manager tool and exit the Unified CM server.


34



Install ComponentsThis chapter explains how to install the Unified CVP product for each of the call flow modelexercises.

Note:

• You must complete the exercise prerequisites for the exercises you want to perform beforeyou perform the tasks in this chapter. Refer to Exercise Prerequisites (page 19) for prerequisitedetails.

• Install the software on a Windows 2003 system. Refer to Exercise Prerequisites (page 19)for hardware requirements.

• The VXML Server (Standalone) Call Flow Model with Reporting exercise requires thereporting component, which is installed as part of the instructions in this chapter. To installthe Reporting component, the server hostname you are using for the install cannot containa hyphen and cannot be longer than 12 characters, as explained in Exercise Prerequisites(page 19).

• After the installation completes, the program prompts you to allow it to reboot the server youinstalled this software on.


• How to Use this Installation Chapter, page 35• Install Components, page 36

How to Use this Installation Chapter

This chapter provides instructions for installing the components needed for all the exercises inthis guide. If you plan to complete all the exercises, install all the needed components at once(as described in detail in the following installation steps). If you are not intending to performsome of the exercises, you are directed to skip certain parts of the installation. If you decide to


35

Chapter 5

perform an additional exercise later, you can rerun the installation program and add thosecomponents you did not install before.

Install Components

Note: Only an administrator can run the installation program. Otherwise, the installation programaborts.

To install the software, perform the following steps.

Step 1 Log into the server you configured for these exercises using an administrative tool such asVMWare Infrastructure, and, if necessary, either connect to the drive containing the DVD, orconnect to the Unified CVP installation .iso file.

Step 2 Using a file browser, access the CVP\Installer_Windows folder on the installation DVD or.iso virtual disk, and run setup.exe.

A Preparing Setup screen and a splash screen display, followed by a Welcome screen.

Step 3 On the Welcome screen, click Next.

A Copyrights screen displays.

Step 4 Review the contents of the Copyrights screen, then click Next.

A License Agreement screen displays.

Step 5 Use the scroll bar to review the entire license agreement, then select I accept the terms of thelicense agreement and click Next.

The Choose Destination Location screen displays.

Step 6 On the Choose Destination Location screen, click Next to accept the default location.You mustchoose the default location so that the installer can automatically install certain components.

The Select Packages screen displays.

Step 7 On the Select Packages screen, use the checkboxes to select the Unified CVP components toinstall on the local machine, based on all the exercises you intend to complete.

The components to select are as follows:

• Core Software (for all exercises)

• VXML Server (for all exercises except comprehensive)

• Reporting (for the VXML Server with Reporting exercise)

• System Media Files (for the comprehensive exercise and for experimenting)

Step 8 Click Next.


36

Chapter 5: Install Components


An X.509 Certificate Screen displays. The Common Name field is the only required field. Inthe Common Name field, specify the hostname for this server.

Note: The hostname value for this field is not enforced. Alphanumeric characters are allowed.The input length of the field is limited to its visible length.

Step 9 After you have entered the information you want to include in the certificate, click Next.

Step 10 The Core Software Settings screen displays. Select and deselect Core Software Settings:

Select/Deselect as follows:

• Enable Call Server, required for all the exercises, is selected automatically.

• These exercises are all SIP-based. Deselect the three H323 Service options.

• Select the Enable Operations Console Server option.

Step 11 Click Next.

The Application Server Selection screen displays. By default, the built-in Apache Tomcat serveris selected. For simplicity, the getting started exercises use this web server.

Choose Install and deploy to Apache Tomcat and click Next.

Step 12 If: You selected the Reporting package from the Select Packages window earlier:

Then: Select the drive for storing the reporting data and click Next. Note: Typically,you have only a single drive, but you may have created a second drive for the reportingdatabase data and reporting database backups.

If: You did not select the Reporting package:

Then: Continue with the Support Tools step, which is after the reporting database sizeselection in the following step.

Step 13 After you select the drive on which to store the reporting data, a Database Size Selection screendisplays. For these exercises select Small and click Next.

Note: The Small database is intended only for use with the all-in-one-box laboratory setup usedfor the Standalone Plus Reporting exercise. The Small size database is not intended for aproduction environment.

Step 14 The Support Tools Setup screen displays. Support tools are not needed for these exercises. Onthe Support Tools Setup screen, select Disable Support Tools and click Next.

Note: The support tools are still installed; however, they are not enabled.

The Ready to Install the Program screen displays. This screen summarizes the packages youselected for installation and the summary varies depending on your choices. The followingscreen image shows the components needed for the Standalone with Reporting exercise.


37



Step 15 If: You want to review or change your installation settings:

Then: Click Back to return to prior screens.

If: You are satisfied with the installation settings and you are prepared to begin theinstall:

Then: Click Install to begin the installation process.

Step 16 If you do not have Cisco Security Hardening applied to this machine, a dialog box displays andprompts you to apply Cisco Security Hardening. Security hardening is not required for theseexercises. Click No to continue the installation.

The Setup Status screen displays while the InstallShield Wizard proceeds to install UnifiedCVP.

Step 17 If you are installing the Reporting component, the Reporting Password screen displays. Youmust specify a Reporting Password that meets the criteria detailed on the Reporting Passwordscreen.

Note:

• The Reporting password is subject to both the Unified CVP password policy and the passwordpolicy enforced by the operating system of the computer on which the reporting server resides.For each aspect of the password, the Reporting password must meet the requirement of themore restrictive policy.

• If you are installing the reporting server, please ensure that your local and/or domain securitypolicy for MINIMUM PASSWORD AGE are/is set to 0 days for the installation of thereporting server component. (In Windows, select: Control Panel > Administrative Tools> Local Security Policy > Account Policy > PasswordPolicy). If the reporting passwordyou enter is rejected, review the list of password requirements displayed by the installer andconsider your operating system password requirements. You can reconfigure this passwordrepeatedly until an acceptable password is found.

• The password you enter cannot contain the word admin or any other common word. Exampleof an acceptable password: A1B2c3d4PW


38



Figure 10: CVP Installation - Reporting Password

The installer continues with the Informix database install.

Note: This could take a few minutes, and you may see other windows pop up in front of theinstallation window. The installation window returns to the front when the database installationis complete.

Step 18 After the database installation, the OPSConsole Password screen displays. Specify a passwordthat meets the criteria detailed on this screen and click Next.

Note: The password you enter cannot contain the word admin or any other "common" word. Itmust meet the same conditions as the database password you entered previously.

Step 19 The installer displays a reminder to run the Informix reporting script to complete the installationof the reporting component. Note the reminder and click OK to continue. See Run ReportingBatch Files (page 72) for detailed instructions.

Step 20 Click OK to display the Setup Completed Successfully window. As directed, restart the serveror virtual server used for this exercise. Remove any disk media from its drives, and click Finishto complete setup.

Step 21 If you will be using a different administrative client after the installation (such as VNC Viewer);exit the current client after the restart.


39




40



Unified CVP VXML Server Standalone Call FlowModel Exercise (HelloWorld)

Unified CVP VXML Server (Standalone) Configuration Exercise

The goal of this exercise is to configure Unified CVP to call a simple, default application(HelloWorld) that plays an audio file.

Note: Refer to Call Flow Model Exercises Used in this Guide (page 10) for a detailed descriptionof this exercise.

Completion of this exercise includes the following steps:

1. Complete the prerequisites for this exercise as explained in Exercise Prerequisites (page19).

2. Install the product components specific to this exercise as explained in Install Components(page 35).

3. Configure the Standalone VXML Server and voice gateway as explained in this chapter.

4. Place the call as explained in this chapter.

Log into the All-in-One-Box Server and Start the Operations Console

Use the following steps whenever needed throughout this exercise to log into the all-in-one-boxServer and start the Operations Console.

Note: The following steps use VNC Viewer to access the Operations Console; you can also loginto the console using your browser with an address such as: http://10.86.132.141:9000/oamp(the IP address of the all-in-one-box server in this example). However, the exercises use VNC


41

Chapter 6

Viewer, because you are likely to perform other tasks such as executing a batch file or restartingthe server.

Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has UnifiedCVP installed.

You see the main Windows 2003 screen.

Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console.

You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue.The Cisco Unified Customer Voice Portal Login window displays.

Figure 11: CVP Operations Console - Login Window

Step 3 Log in to the Operations Console as administrator using the password established when youinstalled the Unified CVP product.

The Cisco Unified Customer Voice Portal (Operations Console) window displays.

Figure 12: CVP Operations Console - Main Window


42

Chapter 6: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)

Unified CVP VXML Server (Standalone) Configuration Exercise

Add the VXML Server (standalone) to the Operations Console

The following task identifies the VXML server you installed during the installation, to theUnified CVP system as the VXML server to use for this exercise.

Note: VXML Server Information Required: To add the VXML server to the Operations Console,you need the IP address and hostname of the VXML server. Because this exercise uses anall-in-one-box configuration, the IP address and hostname of the VXML server is the same asthe IP address of the server on which you installed the Unified CVP software. Have thisinformation ready as you complete the following steps. Refer to Table of Required Data (page22).

Add the VXML Server (standalone)

Add the VXML server definition using the Operations Console Device Management menu.That menu shows two VXML server choices:

• Unified CVP VXML Server

• Unified CVP VXML Server (standalone)

The first set of exercises in this guide use a standalone call model. The standalone model doesnot require a call server for the gateway to communicate with the VXML server. The call requestsgo directly from the gateway to the VXML server. Therefore use the Unified CVP VXMLServer (standalone) selection when defining the VXML server in the following steps.

Note: In the later exercises, when a call server must be linked with the VXML server, you willdelete the following VXML server standalone definition and replace it with a standard VXMLserver definition. (You must replace it since the second definition uses the same IP address.)

For the initial exercises, to add a Unified CVP VXML Server (standalone) definition to theOperations Console, complete the following steps:

Step 1 If necessary, start the Operations Console. Refer to Start the Operations Console (page 41).

Step 2 Choose Device Management > Unified CVP VXML Server (standalone) .

The Find, Add, Delete, Edit CVP VXML Servers (standalone) window opens.


43



Figure 13: View List of VXML Servers Known to the Operations Console


The Unified VXML Server (standalone) Configuration window opens to the General Tab.

Figure 14: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console

Step 4 Fill in the IP Address, Hostname, and Description fields and click Save and Deploy to save theserver information and deploy the VXML server.

You receive a successfully added to the network map message describing the new server.

Step 5 Select System > Control Center to display the Network Map window. The Status columnshould indicate that the VXML server is Up (may take a few minutes).

Step 6 If the server status remainsNot Reachable, verify that the IP address and other information youentered for it is correct. If it is not correct, delete the server definition (Device Management >Unified CVP VXML Server (standalone) > select the server > Delete) and re-add it. Referto Troubleshooting Tips and Techniques (page 153) for more information.


44



Configure Your Voice Gateway for VXML Server Calls

This section provides instructions for configuring the voice gateway and transferring the bootstrapfiles for the VXML Server to the gateway.

The basic process you will go through in the following tasks is to:

• Add your voice gateway to the Operations Console so it can be identified as part of theUnified CVP example solution you are creating.

• Verify that you can access the gateway from the Operations Console by viewing itsrunning-config.

• Transfer needed files to the gateway using the Operations Console.

• Copy your old gateway configuration to preserve it.

• Copy the standalone example template from the Cisco web page and modify it for theexercises.

• Transfer the modified template to the Operations Console.

• Push the configuration out to your gateway and verify that the new configuration is nowrunning on your gateway.

Note: You must have a software image on your gateway that is compatible with the version ofUnified CVP for these exercises. Refer to Server Hardware and Software Requirements (page19)

Add the Voice Gateway to the Operations Console

This task identifies the voice gateway to the Operations Console for management and enablesyou to transfer files to the gateway.


Step 2 In the Operations Console, select Device Management > Gateway > Add New.

The Gateway Configuration window displays.


45



Figure 15: CVP Operations Console - Add Voice Gateway

Step 3 From the Table of Required Data (page 22) you recorded earlier, enter the following information:

• IP address of the voice gateway

• Voice gateway hostname

• Voice gateway device type (enter using the drop-down window)

• Login username for the gateway (if your gateway requires a username; some do not)

• User password for the gateway (this is the password for a monitor-level user)

• Enable password for the gateway (this is the administrator-level password)

Step 4 Verify that the Operations Console can reach the gateway using the information you entered.Click Test Sign-in.

After a short time you should receive the Test Sign-in successful message.

If you do not, recheck the IP address, hostname, username, and passwords.

Step 5 Click Save.

A confirmation window displays showing the IP address and hostname of the gateway youadded.


46



Figure 16: CVP Operations Console - Confirm Added Gateway Message

Step 6 Optional. If you need to check the gateway software version, click Device Management >Gateway > click the entry for the gateway > IOS Commands > Show Version. The versioninformation is displayed in the first line of the results.

Transfer Bootstrap and .WAV Files To the Gateway

Use the following steps to transfer required files to the voice gateway.

Step 1 If you are not logged into the Operations Console, refer to the steps in Start the OperationsConsole (page 41).

Step 2 Click Bulk Administration > File Transfer > Scripts and Media.

Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-downmenu.

Step 4 From the Available box, use the right arrow to move the gateway you identified to the Selectedbox.

Step 5 In the Script and Media Files panel, select the Default Gateway Files radio button.

Then select the following files to transfer:

• CVPSelfService.tcl

• CVPSelfServiceBootstrap.vxml

• critical_error.wav

• cvperror.tcl

• ringtone.tcl

Step 6 Click Transfer and accept the operation to start the transfer.

Step 7 Click File Transfer Status to monitor the progress of the transfer . (Click Refresh as necessaryto refresh the status display.)


47



Back Up Your Existing Voice Gateway Running Configuration

Before you modify the gateway running-config configuration file, back it up, as described inthis task. This action enables you to revert the gateway configuration to its state before youmake the changes for these exercises. This is useful if you want to do the exercises again, orsimply need to revert to a known, good configuration.

Step 1 Telnet to the voice gateway and log in as follows:

a. From the Windows taskbar, select Start > Run.

The Run window displays.

b. In the Run window, enter: telnet <GatewayIP> and click Ok.

Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises.

The User Access Verification window displays.

c. Enter the password for the voice gateway.

The hostname prompt for your gateway displays. Example: MyGateway

Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostnameprompt, enter en and press Enter. Then enter the password you established for gateway enablemode.

The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway#

Step 3 To back up the running configuration to a filename that you supply, enter the following command(note that there is no file extension needed):

a. copy run <somefilename> Enter

Where: <somefilename> is your choice for the configuration save file.

b. At: Destination filename [somefilename] press Enter to confirm the filenameand action.

The system responds with a verifying checksum message, then the total bytes copied.

Step 4 The preceding steps assume that your running configuration is the same as you startupconfiguration. If they are not, and you want to backup the startup configuration, use the command:copy startup <somefilename> Enter


48



Modify the Supplied Gateway "Standalone" Template Example to Use with the Getting Started Exercises

The configuration for your gateway must be customized to support the exercises in this guide.The gateway configuration changes and additions you need for exercises 1 through 3 are foundin the Default - StandaloneApplication.tpt which is available within the Cisco Unified VoicePortal web application.

To find the template, click on System then IOS Configuration and then IOS TemplateManagement. The Default - StandaloneApplication.tpt template provides a sample gatewaytemplate that will be modified and pushed out to your gateway. Although there are other waysto modify your gateway configuration, the point of the following tasks is to provide you withexperience in using the Operations Console template features.

In the following steps, you will update the placeholder comments in the file with the actual IPaddresses of your lab configuration. The placeholder comments are delimited by "%" signswithin the template. There are multiple "%" delimited values that will need to be modified.

Note: For an explanation of items in the gateway configuration file, refer to the examples inConfiguration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

Step 1 Open the IOS template, Default - StandaloneApplication.tpt, using the Cisco Unified VoicePortal web application.

Step 2 Modify the lines of the sample template replacing "%" delimited values in the script with valuesmatching your environment from the HTML page and paste them into an editor that preserveslines breaks (such as Notepad) and complete the remaining steps to modify the template.

Step 3 Informational Step. Notice the first two lines of the template:

! Customer Voice Portal 8.0(1) IOS Templateconf t

These two lines are required for any Operations Console gateway configuration template(including any you create). The first line identifies this template to the Operations Console. Thesecond line enables gateway configuration mode.

Step 4 You must modify the following standalone call template lines:

service %Requires manual replacement - VXMLApplication Name. Example HelloWorld% flash:CVPSelfService.tclparamCVPSelfService-app %Requires manual replacement - VXMLApplication Name. Example HelloWorld%paramCVPPrimaryVXMLServer %CVP.Device.VXMLServer.General.IP Address%

Modify the above template lines by replacing:

%Requires manual replacement –VXMLApplication.name.ExampleHelloWorld%

with the following:


49




HelloWorld

Note: The %CVP.Device.VXMLServer.General.IP Address will be replaced with the IP Addressof your voicexml server.

Step 5 The standalone call template line below:

interface %Requires manual replacement. Example GigabitEthernet0/0%

Should be changed to the network interface used on your voice gateway. As an example, interfaceGigabitEthernet0/0.

Step 6 The final lines of the standalone example template that you must modify are in the dial-peerssection. The dial-peer definitions are the configuration lines that tell the gateway to process thecalls coming in and that associate specific phone numbers with specific voice applications thatthe gateway should request from the VXML server.

The first dial-peer section in the following example tells the gateway to accept all digits fromthe POTS phone. The next two sections essentially tell the gateway to send the call to itself,converting the call to VoIP in the process, then request the proper voice application from theVXML server, based on the dialed number.

The last two dial-peer sections associate an incoming VoIP call with a voice application.

If you are performing the POTS portion of the exercise, you must replace <put gateway IPhere> (in two places) with the actual IP address of your gateway, otherwise, you must deletethese dial-peer definitions.

dial-peer voice 1000 pots description Required for FXS phone (POTS phone) input service session forward-digits all

dial-peer voice 8 voip service helloworld description receives POTS call for helloworld and changes to VoIP destination-pattern 8002221111 session target ipv4:<put gateway IP here> incoming called-number 8002221111 dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad

dial-peer voice 7 voip service customhelloworld description receives POTS call for customhelloworld and changes to VoIP destination-pattern 7002221111 session target ipv4:<put gateway IP here> incoming called-number 7002221111 dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad

dial-peer voice 800 voip description rx VoIP call from Call Mgr & requests helloworld from VXML Server service helloworld incoming called-number 8T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad


50



dial-peer voice 700 voip description rx VoIP call from Call Mgr & requests customhelloworld from VXML Server service customhelloworld incoming called-number 7T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad

Step 7 Save your modified template file. On the IOS Template Editor Save and Deploy screen, clickSave in the upper left corner and assign your modified template a unique name.

Figure 17: IOS Template Editor Save and Deploy screen

Copy the Configuration Changes to the Operations Console

In this task you bring the modified template into the Operations Console:

There are two ways to bring the template into the Operations Console:

• You can copy the file to the system that is running the Operations Console, then use the AddTemplate feature to browse to and add the template.

• You can create a template in the Operations Console by copying an existing template, thenpaste your configuration over the lines in the template copy to create a new version of thecopied template. This is the method used in the following steps.

Step 1 Open the Operations Console you are using for this exercise and select: System > IOS Template> IOS Template Management.


51



Step 2 Click the checkbox for any of the sample templates and click Copy.

Step 3 Provide a name and description for the new template. For example:

Standalone Example.tptStandalone Getting Started Exercises

Step 4 Check the box: Enable template modification.

Step 5 Highlight and delete all the contents of the template.

Step 6 From Notepad (or the editor you used) copy the entire sample template you modified, then pastethe contents into the empty template file in the Operations Console.

Step 7 In the Operations Console click Save to save a new template based on the example configuration.

Note: You can use a similar process to convert a saved gateway configuration to a template youcan use within the Operations Console. Be sure to add the two required lines at the top of thetemplate:


Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed

In this task you use the Operations Console to update the gateway configuration from its existingrunning-config to the template configuration you created for the standalone getting startedexercises.

Step 1 From the Operations Console select: System > IOS Configuration > IOS TemplateDeployment.

Step 2 From the Select Template dropdown, select the template you just created.

Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the OperationsConsole for this exercise and click the right arrow button.

Step 4 Click Preview and Deploy. You should see the template previewed with the message The IOSTemplate is valid and ready for Gateway deployment.

Note: The validation process only checks for proper template variables, not gateway configurationsyntax. There are no variables in the template for the standalone exercises.

Step 5 Scroll down and click Deploy, then verify the command.

You see the message: The IOS Template deployment has started. For detailed information,select the Deployment status button.

Step 6 Click the Deployment Status icon.


52



Step 7 The Deployment Status window displays showing the status as In Progress. Wait a minute andclick Refresh to determine if the deployment is complete.

Note: If the status is Failed you can click the status link and examine the message details. Theconfiguration line causing the error will be presented in the last line of the status message.

Once the Success status displays, continue to the next step.

Step 8 From the Operations Console, select Device Management > Gateway and double click thelink for the gateway you added.

Step 9 Click IOS Commands > Show running-config and verify that the new configuration includesthe commands you just pushed from the Operations Console.

Note: Rollback. If you need to roll the gateway configuration back to its prior configuration(one level of rollback only is supported), select: System > IOS Configuration > IOS TemplateDeployment > Deployment Status. Select the gateway, then click Rollback.

Save the New Running Configuration to the Startup Configuration File

In this task, save the new, combined running configuration as a new startup configuration.

Note: This procedure assumes that you have already saved your original startup configuration.If you have not saved the original startup-config file (or saved your original runningconfiguration), you are urged to do that first. Refer to Back Up Your Existing Voice GatewayRunning Configuration (page 48).

Step 1 Copy the running configuration to the startup configuration file to save in NVRAM in case theGateway reboots. At the command prompt:

Type copy running-config startup-config and press Enter

Or type just: copy running startup and press Enter

Press Enter at the verification prompt.

Load the New Voice Gateway Application Services

Application services were automatically loaded when the gateway started, or when you "reload"the gateway software. However, when you modified the running configuration, you addedseveral services which are not yet running. Instead of reloading the gateway, use the followingprocedure to start each of the new services.

Note: Even though you have not yet created the customhelloworld application, you have definedits service in the new gateway configuration and you can load that service on the gateway, alongwith the others in the new running configuration. In the customhelloworld exercise, you willcreate that application and load it onto the VXML server.


53



Step 1 If necessary, Telnet to the gateway and log in.

Enter enable mode by typing en, pressing Enter, and supplying the enable mode password.

Step 2 For each of the following application services:

Type the command call application voice load <service-name> and press Enter.

For example: call app voice load CVPSelfService <Enter>

• CVPSelfService

• HelloWorld

• customhelloworld

• cvperror

• ringtone

Complete the Exercise by Placing the Test Call

Place a call into the system using a configured dialed number and a phone connected to thegateway FXS port or configured through communications manager.

Place the POTS or VoIP Call

Complete the following steps to place the call and test the exercise:

Step 1 If you are using the "POTS" implementation of this exercise (that is, the phone is connected toan FXS port on the gateway), dial the number configured in the gateway dial-peer: 8002221111.

Or, if you are using a VoIP phone, through Unified Communications Manager, dial the numberyou set up in for HelloWorld in Define the Route Patterns (page 32): 8005551234.

Step 2 Listen to the HelloWorld response.

You should immediately hear brief music followed by the message: You have successfullyinstalled the Cisco VXML server.

Step 3 If you do not hear the proper response to the call, refer to Troubleshooting Tips and Techniques(page 153).


54


Complete the Exercise by Placing the Test Call

Installing Unified Call StudioNote:

• Unified Call Studio is only supported on Windows XP and Vista.

• You must obtain a new license for Release 8.0(1) Unified Call Studio, licenses for priorreleases are not valid with the latest version.

Warning: Windows Vista sets access permissions on the C:\Program Files directory andallows only users with administrator privileges to write to this directory. Therefore, it isstrongly recommended that you install Call Studio to a directory other than C:\ProgramFiles.

Running the Cisco Unified Call Studio Installation Program

To install Call Studio, perform the following steps.

Step 1 From the CallStudio\Installer_Windows folder on the Unified CVP installation DVD, runsetup.exe.

A Preparing Setup screen and a splash screen display, followed by a Welcome screen.

Step 2 On the Welcome screen, click Next.

Note: If you click Cancel here or on the dialog screens that follow prior to the "Ready to Installthe Program" screen, no part of the installation will occur, and an Exit Setup dialog box willdisplay.

A Copyright screen displays.

Step 3 Review the contents of the Copyright screen, then click Next.

A License Agreement screen displays.


55

Chapter 7

Step 4 Use the scroll bar to review the entire license agreement, then select I accept the terms of thelicense agreement, and click Next.

The Choose Destination Location screen displays.

Step 5 On the Choose Destination Location screen, specify the drive and directory where the softwarewill be installed:

• Click Next to accept the default location.

• Click Change to select an alternate location, and then click Next.

The Ready to Install the Program screen displays; it lists the packages that you selected forinstallation.

Step 6 Verify the desired software is listed, and then click Install.

The Setup Status screen displays while the InstallShield Wizard proceeds to install Cisco UnifiedCall Studio.

Step 7 On the InstallShield Wizard Complete screen, click Finish to exit the wizard.

You can use the software for 30 days without a license. After 30 days you need to apply alicense.


56

Chapter 7: Installing Unified Call Studio

Add a Custom Voice Application Created with CallStudioIn this exercise you will create a new voice application using Call Studio and deploy theapplication to the VXML server.

You can create either or both of the following two versions of the customhelloworld application:

• TTS customhelloworld - This version creates a voice application that responds with: Youare listening to a custom version of the HelloWorld voice application. Bye now.

Note: This version of customhelloworld requires you to set up a Text-to-Speech server (TTSserver) that renders the customhelloworld text as speech. It is beyond the scope of this guideto explain how to set up a TTS server. If you do not want to use a TTS server for this exercise,choose the Non-TTS customhelloworld option.

• Non-TTS customhelloworld - This version of the exercise plays a .wav file instead ofspeaking to the user. Choose this version if you do not want to set up a TTS server, or if youwant experience creating a custom voice application that uses a .wav file.

The two versions of the exercise provide different experiences with the Call Studio developmenttool. The following tasks include instructions for both versions of this application.

If you want to try both versions of customhelloworld, the final task in this chapter explains howto modify the voice application and redeploy it.

Note: Although Cisco strongly recommends that you follow the exercises in sequence, you canskip the standalone exercises, use this chapter to create the customhelloworld Call Studioapplication, and access this application using the comprehensive exercise. However, if you skipthe standalone exercises, you must complete the comprehensive exercise before you can test ortroubleshoot the customhelloworld application.



57

Chapter 8

• Exercise Prerequisites, page 58• Start Call Studio, page 58• Create a New Call Studio Project, page 58• Create the Voice Application Call Flow and Validate It, page 59• Deploy the Custom Call Studio Application to a File Folder, page 63• Deploy the Custom Application on the VXML Server, page 66• Place the Test Call, page 67• Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS

Exercise, page 68

Exercise Prerequisites

Before beginning this exercise, complete the following prerequisites:

• Install Call Studio. Refer to Installing Unified Call Studio (page 55).

• Complete the Standalone exercise, which includes updating the voice gateway configurationfile. Some changes you make to the configuration file apply to the customhelloworld exercise.

Or, create the custom application and then follow the steps in the comprehensive call flowexercise to include this custom voice application.

Start Call Studio

Step 1 Using VNC Viewer, or other such program, access the server you are using for these exercises.

Step 2 From the main window of the server, choose Start > Programs > Cisco > Cisco Unified CallStudio.

A trial period message displays. Click OK to continue.

Create a New Call Studio Project

Perform the basic steps needed to create a new Call Studio project.

Step 1 To create a Call Studio project, choose File > New > Call Studio Project.

The New Call Studio Project wizard starts and displays a blank version of the window shownin step #3.

Step 2 For the project name enter, in lower case, exactly as shown: customhelloworld.

Step 3 For the location leave Use default location checked.

A window, similar to the following example, displays.


58

Chapter 8: Add a Custom Voice Application Created with Call Studio


Figure 18: Call Studio - New Project Named

For this exercise, use the default settings on the remaining wizard new project configurationwindows. Click Next to examine each window, if desired.

Step 4 When you are finished examining the various settings, click Finish to create the new project.

The Call Studio Builder workspace displays a Start of Call element as the first element in a newvoice application. (Refer to the next task to see an example of the Start of Call element.)

Create the Voice Application Call Flow and Validate It

Complete the following steps to use the Call Studio Builder function to create a custom responsevoice application for the test phone call.

Step 1 If you have not created the project customhelloworld, complete the steps in Create a New CallStudio Project (page 58).

Step 2 From the Elements tree > Subdialog Elements > Cisco, drag and drop CVP Subdialog Startand CVP Subdialog Return elements to the call flow window and place them under the Startof Call element as shown in the following figure, Step #3.

Note: The CVP Subdialog elements are required for a Unified CVP project in Call Studio. Also,the CVP Subdialog Return element acts as a Hang Up element to end the call. The standardHang Up element is not required.

Step 3 Also, from top of the Elements tree, drag the Audio block over and place it between the CVPSubdialog Start element and the CVP Subdialog Return element, as shown in the figure.


59



Figure 19: Call Studio - Creating customhelloworld Call Flow

Step 4 Connect the elements together to show flow logic, as follows:

a. Right-click the Start of Call element and select Exit States > Next.

b. Left-click the CVP Subdialog Start_01 element to anchor the flow line.

c. Right-click the CVP Subdialog Start_01 element and select Exit States > Done.

d. Left-click the Audio element to anchor the arrow.

e. Right-click the Audio element and select Exist States > Done.

f. Left-click the CVP Subdialog Return_01 element to anchor the flow arrow.

A call flow chart, similar to the following example, displays.


60



Figure 20: Call Studio - Creating customhelloworld Call Flow - Connections

Step 5 Configure the Audio Element: In this step, configure the Audio element for a verbal response,or, if you are not using a TTS server for this exercise, skip to the next step to configure theAudio element for a .wav file response.

a. Select the Audio element block in the design window, as shown in the following figure.

b. In the Element Configuration window (right-hand window) select the Audio (tab).

c. Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1.

d. With audio item 1 selected, the window fills out to display two boxes. In the TTS boxenter the text: You are listening to a custom version of the helloworldvoice application. Bye now.


61



Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element

Step 6 If you are creating the non-TTS version of this exercise, complete the following substeps.Otherwise, skip to the next step.

a. Select the Audio element block in the design window, as shown in the following figure.

b. In the Element Configuration window (right-hand window) select the Audio (tab) .


d. Select audio item 1 to display the audio choices and entry boxes.

e. Because you will enter a specific audio path in the URI box, deselect Use Default AudioPath.

f. In the URI entry box enter the location of the audio file on the media server, using themedia server IP address.

For example, enter: http://10.86.132.141:7000/CVP/audio/holdmusic.wav.

You will copy holdmusic.wav there in the next substep.


62



Figure 22: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)

g. Minimize the Call Studio application, open a file browser and copy the file holdmusic.wavfrom C:\Cisco\CVP\OPSConsoleServer\GWDownloads toC:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio.

h. Restore the Call Studio application and continue with the next main step.

Step 7 Click the CVP Subdialog Return_01 element and in the Element Configuration window, forCaller Input, under Value, enter yes to indicate you do want a value returned when a callerinteracts with the customhelloworld application.

Note: A value is required for Caller Input. If you need additional support, refer to thetroubleshooting example in Subdialog Return - Caller Input Error (page 168).

Step 8 In the Navigator panel (the panel with the tree structure), right-click customhelloworld (at thetop of the tree) and select Validate.

If there is a problem with the call flow logic, a Call Studio error message displays; otherwise,a Validation Successful message displays in the status bar at the bottom of the window.

Step 9 Click the Diskette icon, at the top of the Call Studio window, to save the application.

Deploy the Custom Call Studio Application to a File Folder

Complete the following steps to deploy the new application to a folder containing applicationsfor the VXML server.

Note: This action converts the development files to their run time format. It copies the files tothe file structure. It does not deploy (load) the application to the VXML server. That operationis done in a separate task that follows this task.

Step 1 In the Navigator panel of Call Studio (top left), right-click customhelloworld and click Deploy.


63



The Deploy Call Studio Project(s) window displays along with the message please enter a pathto deploy to.

The Folder entry is be empty. The example in the following figure shows you the path required.Refer to the next stepto select this path.

Note: Only supply the part of the folder path shown in the figure. The application is automaticallyplaced in its own folder under VXMLServer\application.

Figure 23: Call Studio - Deploy Voice Application

Step 2 In the Deploy Destination area, for Folder, click Browse and navigate to:

C:\Cisco\CVP\VXMLServer

Select VXMLServer from the browse tree and click OK. This selection places the folder forthis application under the same folder as the existing HelloWorld VXML application.


64



Figure 24: Call Studio - Browse to Application's Deploy Destination

Step 3 Click Finish to deploy the application.

Step 4 Close or minimize Call Studio and open My Computer in the all-in-one-box server and browseto: C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployedapplication files.


65



Figure 25: Verify the Custom Voice Application is on the VXML Server

Step 5 If you are immediately continuing with the exercise, leave this window open for the next task.You will be able to skip steps #1 and #2.

Deploy the Custom Application on the VXML Server

Although customhelloworld has been deployed to the VXML server file system, and you loadeda reference to it onto the voice gateway running configuration (in Exercise #1), customhelloworldhas not been deployed on the VXML server. That is, the application is not yet active on theserver.

There are two ways to deploy the application: restart the VXML server or use deployApp.bat.The following steps explain how to use the .bat file to deploy an application.

Step 1 Using a program such as VNC viewer, log into the all-in-one-box server.

Step 2 Open My Computer or File Explorer and browse to:C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin.

Step 3 Open the admin folder. This folder contains .bat files for managing your VXML application.In this task, you will use the deployApp.bat file to deploy the application to the VXML server.


66



For a description of all the .bat files, refer to Access the VXML Server Administrative BatchFiles (page 163).

Step 4 Double-click the deployApp.bat file. When prompted "Are you sure?" respond y and press<Enter>. Ignore the logger error message, if you receive it.

Step 5 To verify that customhelloworld is deployed, doubleclick status.bat.

The system displays the current status of the application. Its status should be running.

Note: If there is an error message, refer to the trouble shooting section of the guide. For example,if the VXML Server is not running, you will receive an error message and would refer to thatsection in the trouble shooting chapter. You can check the VXML Server status in the OperationConsole using System > Control Center.

Figure 26: Custom Voice Application status.bat Results

Step 6 Navigate back up the directory tree to VXMLServer\admin level of the directory tree anddouble-click its status.bat file to check all the applications running on the VXML server. Thestatus at the VXML server level should show both HelloWorld and customhelloworld applicationsrunning.

Figure 27: status.bat - VXML Server Status

Place the Test Call

Place a call into the system using one of the numbers you configured for the customhelloworldapplication.

Note: If you have created the customhelloworld only for the comprehensive exercise, you mustcomplete the other steps in that exercise before you can place a test call.

Step 1 Dial the FXS number or the VoIP 700 number you defined in Define the Route Patterns (page32):

For each input:


67



• For FXS input: 7002221111

• For VoIP input: 7005551234

Step 2 Listen to the customhelloworld response.

Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise

This task assumes you completed the TTS version of customhelloworld and want to try thenon-TTS version.

Note: The following instructions duplicate the in-line, alternate instructions in the priorconfiguration task.

In this task you will:

• Modify the Audio element

• Save and deploy the modified files through Call Studio

• Update (redeploy) the application to the VXML server using updateApp.bat

• Retest the application by making a call

Step 1 If necessary refer to Start Call Studio (page 58) to access the Call Studio.

Step 2 For the non-TTS version of this exercise, complete the following substeps:

a. Select the Audio element block in the design window, as shown in the following example.

b. In the Element Configuration window (right-hand window) select the Audio (tab) .


d. With audio item 1 selected, the window fills out to display a URI entry box. You mustpoint to the location of the audio file on the media server, using the server IP address (theall-in-one-box IP address). For example, enter:http://10.86.132.141:7000/CVP/audio/holdmusic.wav


68



Figure 28: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)

e. Be sure that Use Default Audio Path is deselected. You want the application to use thepath you just entered.

f. Recommended: Leave the text in the TTS text box. The application first tries to play the.wav file. If the application fails to locate the audio file, it then attempts to play the text.If it successfully plays the text, but not the audio file, you know that customhelloworld isworking, but there is an error in the URI you entered, or you did not copy the .wav file tothe proper location (done in a later step in this task).

Step 3 Right-click customhelloworld in the Navigator window and click Validate.

Step 4 Beneath the design window, click the Call Studio Problems tab. There should not be any problemsshown; if there are, refer to Troubleshooting Tips and Techniques (page 153).

Step 5 Click the diskette icon to save the project, or click File > Save.

Step 6 Right-click customhelloworld in the Navigator window and click Deploy. The path for Foldershould be: C:\Cisco\CVP\VXMLServer. Enter this path in the Folder box, if necessary.

Step 7 Click Finish to complete the deployment from Call Studio.

Step 8 Minimize the Call Studio application and use My Computer or the File Explorer to browse toC:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin.

Step 9 Double-click updateApp.bat to cause the VXML server to update its currently storedcustomhelloworld application with the modified version.

Step 10 Navigate to holdmusic.wav at C:\Cisco\CVP\OPSConsoleServer\GWDownloads and copythe file to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio.

Step 11 Test the customhelloworld application by calling:

• For FXS input: 7002221111



69



Result: a few seconds of gentle "hold" music, then the call ends automatically.


70



Unified CVP VXML Server Standalone Call FlowModel Exercise (with Reporting)

Unified CVP VXML Server with Reporting

This exercise is a continuation of the earlier standalone exercises. The exercise adds call reportingdata using the built-in Informix database. It also provides additional troubleshooting experience.The goal of this exercise is to configure Unified CVP to record data generated by calls requestingthe customhelloworld application you created in the previous exercise and then examine thatdata.

For a detailed call flow description and diagram of this exercise, refer to VXML ServerStandalone Call Flow (Reporting) (page 14).

Note:

• The built-in voice application HelloWorld does not generate complete reporting data. Instead,this reporting exercise uses the customhelloworld application.

• Adding reporting to the all-in-one-box configuration requires a new configuration for theVXML server that references the call server. The call server acts as the interface between theVXML server and the reporting server. One of the tasks in this exercise explains how toremove the standalone definition of the VXML server and replace it with a definition thatincludes the call server reference. Despite this change within the Operations Console, thereporting exercise is still a standalone implementation of Unified CVP, that is, the voicebrowser (VXML gateway) interfaces directly with the VXML server. In this exercise, thecall server is only used to pass the call flow data to the reporting server.

Prerequisites for the VXML Server with Reporting Exercise

Complete the following prerequisites for this exercise:


71

Chapter 9

• The VXML Standalone Server with Reporting exercise uses the Reporting Package, one ofthe installation selections. This package requires the Unified CVP hostname or Windowshostname for the server to be 12 characters or less and the hostname cannot include anydashes. In the example exercises, the server hostname is DOCCVP801. If the hostname doesnot meet these requirements, the exercise still works properly and creates call reportingevents. However, the reporting server does not write the data to the Informix database.

• Configure the server with the proper-sized drive to hold the minimum-sized Informix database.Refer to Server Hardware and Software Requirements (page 19).

• If you did not install the reporting package when you installed the software, rerun the UnifiedCVP installation and add the reporting component. Refer to Install Components (page 35).

• Complete the two "VXML standalone" exercises and/or complete the Comprehensive callflow exercise including customhelloworld creation and testing.

• Have password, IP address, and other data ready. Refer to Table of Required Data (page 22).

Run Reporting Batch Files

To complete the initial setup of the Reporting server and database, you must run the followingbatch file:

• CVP_Database_Config.bat. This batch file sets up an instance of the Informix database forCVP.

Complete the following steps.

Step 1 If you have not rebooted since running the installation program, you must reboot theall-in-one-box server before proceeding to Step 2.

Step 2 Log into the server as user informix using the password you established for reporting whenyou installed Unified CVP.

Step 3 Start Windows Explorer and navigate to C:\Cisco\CVP\bin.

Step 4 Double-click CVP_Database_Config.bat to run, and confirm this action at the prompt in thecommand window.

A number of setup commands run in the command window.

When the commands finish running, press any key to exit the command window.

Step 5 Close Windows Explorer and select Start > Shut Down > Restart to reboot the reporting server.

Note: You must add a comment such as ran reporting batch files before you can initiate theshutdown process.


72

Chapter 9: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting)


Identify and Configure the Call Server

Before you can configure the reporting server, you must configure the call server that you willassociate with the reporting server.

You need the following information to add the call server to the Operations Console:

• Hostname of the call server. (For an all-in-one-box configuration, this is the same hostnameas for the Unified CVP server.)

• IP address of the call server. (For an all-in-one-box configuration, this is the same IP addressas for the Unified CVP server.)

Refer to the information you recorded in Table of Required Data (page 22).

Note:

• Because this is an all-in-one-box configuration, the same server also hosts the reportingservice, VXML service, and the call server service.

• If you have completed the Comprehensive Call Flow Model exercise, you have already addedthe call server to the Operations Console; proceed to the next task.

Complete the following steps to configure the call server:

Step 1 Log into the Unified CVP server as administrator using a program such as VNC Viewer.

Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console and log into the Operations Console using the passwordyou established when you installed the software.

Step 3 Select Device Management > Unified CVP Call Server and Click Add New.

The Unified CVP Call Server Configuration window displays.


73



Figure 29: CVP Operations Console - Define the CVP Call Server

Step 4 Enter the following information:

a. IP address of the call server (same as the all-in-one-box host).

b. Hostname of the call server (same as the all-in-one-box host).

c. If desired, enter a description such as All-In-One CVP Call Server.

d. Select the following Activate Services items: ICM, IVR, SIP.

Step 5 Click Next.

An expanded Unified Call Server Configuration window displays, having additional tabs.

Figure 30: CVP Operations Console - Define Additional Call Server Configuration Items


74



Step 6 Click Save & Deploy to accept the default value for the items in the other tabs, save theconfiguration, and deploy the call server to the example installation.

A successfully added to the network map message displays.

Step 7 Select System > Dialed Number Pattern.

Step 8 Click Add New to add a dialed number pattern.

The Add New Dialed Number Pattern configuration page displays.

Step 9 In the Dialed Number Pattern field, enter each dialed number you configured forcustomhelloworld.

Step 10 Click the Local Static Route checkbox.

Step 11 In the IP Address / Hostname / Server Group Name field, enter the IP address of the voicegateway.

Examples used in the prior exercise:

• 7002221111 and 10.86.132.177

• 7005551234 and 10.86.132.177

Step 12 Click Save to save the dialed number pattern configuration.

The Dialed Number Pattern list page displays.

Step 13 Repeat the Add New operation for each local static route that needs to be configured.

Step 14 Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVPCall Server devices.

A Deployment Started Message displays.

Add the Unified CVP Reporting Server to the Operations Console

Call data for all SIP, H.323, and VoiceXML calls handled by the call server is stored in thereporting database. In this task you add the reporting server to the Operations Console andassociate it with the call server so data can be collected.

You need the following information. Refer to Table of Required Data (page 22).

• Host name of the Call Server associated with the Reporting Server (this is the all-in-one-boxserver).

• Host name and IP address of the server on which the Reporting Database resides (this is theall-in-one-box server).


75



• The Reporting password you created during installation.


Step 2 Choose Device Management > Unified CVP Reporting Server.

A window listing reporting servers opens.


The Unified CVP Reporting Server Configuration window opens to the General Tab.

Step 4 Enter the IP Address and Hostname for the reporting server and a description, if desired,(10.86.132.141 and ccbu-doc-cvp-1 in this example).

Step 5 Associate the call server to the reporting server by selecting the call server hostname from theAvailable pane and clicking the right arrow icon to add the call server to the Selected pane.

Figure 31: CVP Operations Console - Add Reporting Server

Step 6 If desired, examine the information in the other tabs. For this exercise, use the default values.

Step 7 When you finish configuring the reporting server, click Save & Deploy to save the settings inthe Operations Server database and deploy the newly defined server.

Note:

• If you previously completed only the standalone exercises, you will restart the Unified CVPserver after you replace the old, standalone version, of the VXML server. Do not restart theserver now.

• If you previously completed the comprehensive exercise, you have already replaced theVXML standalone server, restart the Unified CVP server now and then skip to Configure theVXML Server to Send Call Data (page 78).


76



Remove and Replace Existing "Standalone" VXML Server Definition

The VXML server sends its call data to the reporting server through the call server. For thisreason, you must create a definition of the VXML server in the Operations Console that includesits associated call server. The standalone VXML definition in the Operations Console does notinclude call server information. In this exercise, you delete the old VXML server definition andadd a new one that identifies the associated call server.

Note: If you have completed the Comprehensive Call Flow Model exercise, you have alreadyinstalled this version of the VXML server. Skip this task.

Complete the following steps to define the VXML server that includes an associated call server:

Step 1 Log into the Operations Console. Refer to Start the Operations Console (page 41).

Step 2 The definition for the new VXML server (non-standalone) uses the same IP address. Thereforeyou must delete the old definition.

Select Device Management > Unified CVP VXML Server (standalone).

Step 3 At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select theradio button for the VXML server added in the earlier exercises, and click Delete. Confirm thedeletion.

Step 4 Select Device Management > Unified CVP VXML Server.

Note: Do not select Unified CVP VXML Server (standalone).

Step 5 At the Find, Add, Delete, Edit Unified CVP VXML Servers window, click Add New to displaythe Unified CVP VXML Server Configuration window.

Step 6 Enter the IP address and hostname for the VXML server. The Operations Console helps bydisplaying the previous definitions. Use the same IP address and hostname as you did for thestandalone definition you just deleted. This is the IP address and hostname of the all-in-one-boxserver/virtual server you are using for these exercises.

Step 7 For Primary Call Server, select the call server you defined earlier.

Step 8 Click Save & Deploy.

Step 9 Select Device Management > Unified CVP VXML Server and verify that the newly definedVXML server Device Status is Configured.

Step 10 Close the Operations Console.

Step 11 You must restart the Unified CVP server before you can proceed to the next task.


77



View the Configuration States of the Various Servers You Added

When you select a device from the Device Management menu, the following information islisted about all devices of that type that have been added to the Operations Console:

• Hostname - The host name of the device.

• IP Address - The IP address of the device.

• Device state - A device can be in one of two states: Configured or Invalid. A configurationcan become invalid if the device is reinstalled. To clear this state, edit the device and clickSave & Deploy. For other possible causes and their solutions, refer to Troubleshooting Tipsand Techniques (page 153) and to the Troubleshooting Guide for Cisco Unified CustomerVoice Portal document.

• Description - An optional text description for the device.

Complete the following steps to view the server states:


Step 2 From the Device Management menu, one-by-one select Unified CVP Call Server, UnifiedCVP Reporting Server, and Unified CVP VXML Server and verify that each server devicestatus is configured.

Step 3 If any server device state is Invalid, edit the server configuration and click Save & Deploy.This action should reset the server state.

Configure the VXML Server to Send Call Data

Complete the next steps to configure the VXML server to send call data to the reporting server.

Step 1 From the Operations Console, select Device Management > Unified CVP VXML Server.

Step 2 Click the radio button to the left of the server hostname and click Edit or click the Hostnamelink.

Step 3 On the Configuration tab, be sure the following functions are turned on (that is, Yes is selected):

a. Enable reporting for this VXML server

b. Enable reporting for VXML application details

Step 4 In the Inclusive filters box, enter *.*.*.* to include all data.

Step 5 When you finish configuring the reporting server, click Save & Deploy to save the settings anddeploy the reporting server.


78



Step 6 Restart the all-in-one-box server.

Check Running Status of the Servers and Restart the VXML Server

In this task you examine the running status of the various servers from the Operations Console.As an exercise, you may also restart one of the servers from the Operations Console.

Step 1 From the Operations Console, select System > Control Center.

The Control Center - Network Map window displays.

Figure 32: CVP Operations Console - Control Center - Network Map

Note: The status of each server should be as shown in the preceding example. The call serverstatus is Partial in the standalone exercises because there is no PG connection to ICM needed.If you are continuing this exercise after completing the comprehensive exercise, the call serverstatus should be Up.

Step 2 Optionally, perform the following steps to restart only the VXML server:

a. From the Control Center, select the VXML server radio button and click Shutdown andconfirm the operation.

b. From the Refresh drop-down, select Every 30 Seconds and click Go.

c. In about one minute, the Status for the VXML server will change to Not Reachable.Reselect the VXML server and click Start and confirm the operation.

d. Its status should change to Up in about one minute.


79



Place a Call that Requests the Custom Voice Application

Place a call into the system to cause the call server to send call data to the reporting server.

Note: You must use the dial number for customhelloworld. The predefined HelloWorld voiceapplication creates minimal call data.

Step 1 Place a call requesting the customhelloworld application as follows:

For each input:

• For FXS (POTS) input: 7002221111


• For POTS or VoIP input for the comprehensive call flow model exercise: 7005557777.

Step 2 Listen to the customhelloworld response.

You should immediately hear the message: You are listening to a custom version of the helloworld voice application. Or, if you created the .wav version of customhelloworld, the holdmusic.wav file plays.

Verify that the Reporting Server Received VXML Events

Perform the following steps to check the statistics for the reporting server.

Step 1 From the Operations Console, select Device Management >Unified CVP Reporting Server.

Step 2 Click the radio button to the left of the server hostname and click Edit.

Step 3 Click Statistics.

The Reporting Server Statistics window displays VXML Events Received for the call (and forthe comprehensive exercise, SIP Events and IVR events as shown in the following example.


80



Figure 33: Reporting - Examine Reporting Server Statistics for Comprehensive Call

Step 4 Place another call and click Refresh at the bottom right of the Reporting Server Statisticswindow. The VXML Events Received count increases.

Note: Use the customhelloworld voice application for this test. The default, HelloWorld voiceapplication does not generate complete report data.

(Optionally) Add a Reporting User

In a non-test deployment, the reporting database administrator creates user accounts for peoplewho need to run reports to access call data in the Informix DB.

When you ran the setup .bat file, the system created the user cvp_dbadmin. You can use thatuser or create a new user. The exercise uses cvp_dbadmin.

To create a user complete the following steps.

Step 1 From the Operations Console choose Device Management > Unified CVP Reporting Server.

The Find, Add, Delete, Edit Unified Reporting Servers window opens.

Step 2 Select the reporting server by clicking the link in its name field or by clicking the radio buttonabove it and then clicking Edit.

The Edit Reporting Server Configuration window opens.

Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users.

The Manage Users window opens, listing the IP address and host name for the currently selectedreporting server.

Step 4 In the Manage Users pane, select Add User.

Step 5 In the Username field, enter the name for the user.

Step 6 In the Password field, enter a password for the new user.


81



Note: The password must include upper and lower case letter and also numbers. Refer to theTable of Required Data (page 22) you created earlier for the passwords you are using for theseexercises.

Step 7 In the Reconfirm Password field, retype the password.

Step 8 In the Database Administrator Password field, enter the Database Administrator passwordthat you established when you installed the software.

Step 9 Click Add to add the user.

The message User <name> successfully added as a reporting user displays.

Access the cvp_data Informix Database Using Dbaccess

You can use the supplied Dbaccess tool to query the cvp_data Informix database as explainedin this task.

Some basic tips for using this character-based tool are:

• Your mouse does not work in this tool. Select menus and menu options using the first characterof a menu or option, or, use the cursor arrow keys to make selections.

• Press Ctrl-w to obtain help for the specific menu or option currently selected.

• Exit an option or a menu level using the Exit selection.

• In the Query menu, type U and Enter to open Notepad. Edit or paste in your query, and saveit if desired. When you click X to close Notepad, the query script is automatically transferredto Dbaccess.

Step 1 Access the all-in-one-box server, as administrator, using a tool such as VNC Viewer.

Step 2 Open a Windows command window: Start > Run.

Step 3 Enter dbaccess and click OK.

Step 4 Connect to the cvp_data database:

a. Press c to select Connection.

b. Press c again to select Connect.

c. Select the highlighted database server by pressing Enter.

d. At the USER NAME prompt, type cvp_dbadmin and press Enter.

Note: The cvp_dbadmin user is created when you install the Unified CVP software.

e. Enter the password you created for reporting when you installed the software.


82



f. At the SELECT DATABASE prompt, use the arrow keys to select thecvp_data<hostname> database, and press Enter.

The dashed line below the menu should now show the database name as in the followingexample.

Figure 34: Dbaccess - Connect to the cvp_data Database

Step 5 Select Exit to back up to the main menu and continue with the next task.

Query the cvp_data Database

This task continues with the use of the Dbaccess tool to create and run a database query.

Note: For detailed information on the reporting refer to Reporting Guide for Cisco UnifiedCustomer Voice Portal.

Step 1 From the top-level menu of Dbaccess, press q to select Query-language.

Step 2 Press n to enter a new query (or u to use an editor as explained at the beginning of Access thecvp_data Informix Database Using Dbaccess (page 82).

Step 3 Enter one of the following queries. Press Esc when finished entering the query (or if in Notepad,exit to transfer the text to Dbaccess).

Query #1: Number of Call: This query shows the total number of calls made. Run the query. Make a call and rerun the query to see the call count increment.

Select count(callguid)From call

QUERY #2: Follow a Call through its Call Studio script:Run the next query to see basic information about the call; the elementname itemschange to reflect the call's progress through the Call Studio script.Press "N" to display the next set of elements in the progression.If you are running this query in conjunction with the comprehensive exercise, the last element displayed is "CVP Subdialog Return_01" which is the end of thescript and shows control returning to the ICM script.(a. b. and c. below are "table aliases")

SELECT a.callguid, a.callstartdate, a.dnis, b.appname, c.elementname FROM call a, vxmlsession b, vxmlelement c WHERE a.callguid = b.callguid AND b.sessionid = c.sessionid AND a.callstartdate=today


83



Step 4 Press r to run the query.


84



Comprehensive Call Flow Model ExerciseThe overall goal of the Comprehensive Call Flow Model exercise is to provide experience withthe Comprehensive Call Flow model in a simple Unified CVP test environment. The testenvironment incorporates the VXML server, call server, and reporting server in a singleall-in-one-box configuration. It also uses a voice gateway with browser. The single box gatewayincorporates the elements needed for both the ingress gateway and the voice browser as describedin Comprehensive Call Flow (page 16) (call flow description). The Unified ICM installationin this exercise is also a simplified all-in-one-box version suitable only for a test environment.

For a description of the major elements in this exercise, refer to Comprehensive Call FlowDesign Elements and Configuration Sections (page 86).

The Comprehensive Call Flow Model exercise can be performed independently of the otherexercises in this guide, or, as the next task after completing the standalone exercises presentedin the prior chapters.

For an explanation of the Comprehensive Call Flow Model, refer to the Configuration andAdministration Guide for Cisco United Customer Voice Portal.

Individual goals for this exercise include:

• Successfully complete a call that requests the Cisco built-in voice application, HelloWorld.You should be able to complete the call using either a standard analog phone connected tothe gateway FXS port or a VoIP call using Cisco Unified Communications Manager.

• Successfully complete a call that requests the custom voice application (customhelloworld)you created using Call Studio. If you have not created this application, refer to the ExercisePrerequisites (page 87) for more information.

• Extend the basic customhelloworld ICM script to transfer the call to another phone.

• Use the reporting server, included with the Unified CVP installation, to place call data intothe cvp_data Informix database and retrieve that data.


85

Chapter 10

Note: Cisco recommends that you complete the standalone exercises before doing this exercise.The earlier exercises provide important configuration and troubleshooting information andexperience.


• Comprehensive Call Flow Design Elements and Configuration Sections, page 86• Exercise Prerequisites, page 87• Section A: Ingress Gateway/Voice Browser Configuration, page 88• Section B: Configuration for Use with ICM, page 97• Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM, page 104• Section D: ICM Scripting Configuration for CVP, page 128• Section E: Configuring Unified Communications Manager, page 137• Complete the Main Exercise, page 137• Add Call Transfer to the Exercise, page 138• Add the Reporting Elements to the Exercise, page 140

Comprehensive Call Flow Design Elements and Configuration Sections

The following descriptions and diagram present the various systems that work together to createthe comprehensive call flow environment for this exercise. To help you better follow theconfiguration tasks, the tasks are grouped according to the elements you are adding to theexercise as shown in the diagram.

Figure 35: Unified CVP Comprehensive Flow Model Example

The elements, indicated by the letters in the diagram, are:

• A - Voice Gateway (Ingress Gateway/Voice Browser). For this exercise, the two subsystemsare hosted on a single platform. The gateway configuration required for this exercise consistsof modifications to the gateway running configuration file.


86

Chapter 10: Comprehensive Call Flow Model Exercise

Comprehensive Call Flow Design Elements and Configuration Sections

• B - CVP Servers (VXML server, call server, and reporting server). The various serversare hosted on a single platform called an all-in-one-box configuration. They are identifiedand configured using the Operations Console. The reporting database can also be installedas part of the Unified CVP installation. There are several setup tasks included in Section Bof the exercise instructions.

• C - CVP to ICM Peripheral Gateway. This gateway connects Unified CVP to Unified ICMthrough the Unified CVP call server.

• D - ICM. In comprehensive call flow model, Unified ICM handles the call, routing the calland sending the requests it generates for IVR functions to Unified CVP. Configurationincludes all elements of Unified ICM that must interact with Unified CVP.

• E - Unified Communications Manager. The Unified Communications Manager providesVoIP interconnection. It interfaces directly with Unified CVP and the voice gateway.

To configure each of the preceding elements, refer to the corresponding configuration tasks inthis chapter. For example, to configure the voice gateway, refer to Section A.


Be sure you complete the following prerequisites before continuing with this exercise:

• Hardware requirements include setting up the gateway and the all-in-one-box server or virtualserver. Server Hardware and Software Requirements (page 19).

• Required data. Refer to Table of Required Data (page 22).

• Prerequisite tasks described in Prerequisite Tasks (Before Installing the Unified CVP Software)(page 25).

• ICM installation as an all-in-one-box ICM test installation - ready to configure. Refer toInstallation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

• Trunk and route pattern information in Unified Communications Manager. These settingsare required for VoIP calls, and, because the ingress gateway translates POTS calls to VoIP,trunk and route pattern information is also required for POTS calls in the comprehensiveexercise. Refer to Modify the Exercises to Use a VoIP Phone through Unified CommunicationsManager (page 27).

• If you did not perform the previous exercises, install the Cisco Unified CVP software package,including the Reporting package, if desired. Refer to Install Components (page 35).

Creating the customhelloworld Voice Application

It is best to create customhelloworld as part of the standalone exercises, so you can test it in asimpler environment. However, you can create the voice application as part of the comprehensiveexercise.


87



• As part of the exercise prerequisites, install Call Studio now. Refer to Installing Unified CallStudio (page 55).

• Later, in this comprehensive exercise, you will be instructed to go to Add a Custom VoiceApplication Created with Call Studio (page 57) to create and deploy the customhelloworldapplication.

Note: There are two versions of customhelloworld, one that uses a TTS server and one thatuses a .wav file. Instructions are provided to create either version of customhelloworld, orto modify the TTS version if you have already created it and want the .wav version (seeOptionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTSExercise (page 68). Stop after you create the application. You will test the application afteryou complete the comprehensive exercise setup.

Section A: Ingress Gateway/Voice Browser Configuration

In a production environment, you may decide to place the ingress gateway and the voice browser(VXML Gateway) on separate hosts for greater throughput, extensibility, or failover protection.However, the comprehensive exercise in this chapter is designed to use a minimum amount ofequipment. The ingress gateway and the voice browser are combined into a single gateway. (Itcan be the same voice gateway used in the standalone exercises.)

The tasks in this sub-section are required to set up the gateway. The basic tasks are:

• If you performed the standalone exercises, restore the modified gateway running configurationto its baseline configuration.

• Log into the Operations Console; register the gateway; verify that the Operations Consolecan reach the gateway; copy all required files from the Unified CVP installation to the gateway.

• Create a custom template and use the Operations Console to push the configuration to yourgateway.

These basic tasks are presented as detailed tasks in this section.

Restore the Gateway Running Configuration

If you completed the previous exercises, your gateway current running configuration containsmany commands applicable to the standalone call model. This could get confusing if you alsoadd the pieces needed for the comprehensive exercise. Also, the earlier commands wouldgenerate error messages as you attempt to add similar or identical items to the configurationfile for the comprehensive exercise.

For this reason, it is helpful to revert to your original, working gateway configuration beforeadding the changes for this exercise.


88



To create a configuration that contains only the modifications needed for the comprehensiveexercise, first restore the running configuration to its original, pre-exercise state as follows:

Step 1 Telnet to the voice gateway and log in as follows:

a. From the Windows taskbar, select Start > Run.

The Run window displays.

b. In the Run window, enter: telnet <GatewayIP> and click Ok.

Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises.

The User Access Verification window displays.

c. Enter the password for the gateway.

The hostname prompt for the gateway displays. Example: MyGateway

Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostnameprompt, enter en and press Enter. Then enter the password you established for your gatewayenable mode.

The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway#

Step 3 To restore the gateway running configuration, if you have changed the gateway startupconfiguration, first restore it from a saved configuration file as follows:

a. Typecopy <saved_config> startup and press Enter.

Where: <saved_config> is the name of a file that contains your original, simplified, workinggateway configuration. (No file extension is needed for this command.)

b. At the display Destination filename [somefilename] press Enter to confirmthe filename and action.

The system responds with a confirmation message.

Step 4 To make the running configuration the same as the restored startup configuration, reload thegateway by entering and confirming the reload command:

a. Type reload and press Enter.

b. Respond to the prompt. Type y and press Enter.

Log into the All-in-One-Box Server and Start the Operations Console

In this task, log into the Operations Console as a pre-step for identifying the gateway to CVP.


89



Note:

• Use the following steps whenever needed throughout this exercise to log into the all-in-one-boxserver and start the Operations Console.

• The following steps use VNC Viewer to access the Operations Console; you can also log intothe console using your browser with an address such as: http://10.86.132.141:9000/oamp(where the IP address is the IP of the all-in-one-box server). However, the exercises use VNCViewer because you will likely be performing other tasks such as executing a batch file orrestarting the server.

Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has UnifiedCVP installed.

You see the main Windows 2003 screen.

Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console.

You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue.The Cisco Unified Customer Voice Portal Login window displays.

Figure 36: CVP Operations Console - Login Window

Step 3 Log into the Operations Console as administrator using the password you established whenyou installed the Unified CVP product.

The Cisco Unified Customer Voice Portal (Operations Console) window displays.


90



Figure 37: CVP Operations Console - Main Window

Add the Voice Gateway to the Operations Console

This task identifies the voice gateway to the Operations Console for management and enablesyou to transfer files to the gateway.

Note: If you have completed the standalone exercises, you have already added the gateway andverified access to it from the Operations Console. Unless you are using a different gateway forthe comprehensive exercise, skip to Transfer Required Gateway Scripts and .wav Files to theGateway (page 93).

Step 1 In the Operations Console, select Device Management > Gateway > Add New.

The Gateway Configuration window displays.


91



Figure 38: CVP Operations Console - Add Ingress Gateway

Step 2 From the Table of Required Data (page 22) you recorded earlier, enter the following information:

• IP address of the ingress gateway

• Gateway hostname

• Gateway device type (enter using the drop-down window)

• Login username for the gateway (if your gateway requires a username; some do not)

• User password for the gateway (this is the password for a monitor-level user)

• Enable password for the gateway (this is the administrator-level password)

Step 3 Verify that the Operations Console can reach the gateway using the information you enteredas follows:

Click Test Sign-in.

After a short time you should receive the Test Sign-in Successful message.

If you do not receive this message, recheck the IP address, hostname, username, and passwordsyou entered.

Step 4 Click Save.

A confirmation window displays, showing the IP address and hostname of the gateway youadded.


92



Step 5 Optional. If you need to check the gateway software version, click Device Management >Gateway > click the entry for the gateway > IOS Commands > Show Version. The versioninformation is displayed in the first line of the results.

Transfer Required Gateway Scripts and .wav Files to the Gateway

Use the following steps to transfer required files to the voice gateway.

Alternately, you can:

• Transfer the files from the Unified CVP product CD directly to the gateway.

• Place the files on your FTP server (from the CVP CD) and use TFTP to transfer the filesusing the FTP command line interface.

Step 1 If you are not logged into the Operations Console, refer to the steps in Start the OperationsConsole (page 89).

Step 2 Click Bulk Administration > File Transfers > Scripts and Media.

Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-downmenu.

Step 4 From theAvailable box, use the right arrow to move the gateway you identified to the Selectedbox.

Step 5 In the Script and Media Files panel, select the Default Gateway Filesradio button. Then selectthe following files to transfer:

Note: If you performed the standalone exercises, you have already transferred critical_error.wav,cvperror.tcl, and ringtone.tcl.

• bootstrap.tcl

• bootstrap.vxml

• critical_error.wav

• cvperror.tcl

• handoff.tcl

• recovery.vxml

• ringback.wav

• ringtone.tcl

• survivabilty.tcl


93



Step 6 Click File Transfer Status to monitor the progress of the transfer. (Click Refresh as necessaryto refresh the status display.)

Step 7 Leave the Operations Console open; you will use it in the next task.

Modify the Supplied Gateway "Comprehensive" Template Example to Use with the Getting Started Exercises

In the following tasks you will take you gateway basic working configuration and add theconfiguration items needed to perform the comprehensive exercise. The gateway configurationchanges and additions you need for the comprehensive exercise are found in 8.0GS_ComprehensiveExmpTemplate which is available at the following Cisco URL:

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_configuration_examples_list.html

Select the HTML page for the 8.0 GS_ComprehensiveExmpTemplate exercise . This HTMLpage provides a sample gateway template that you can modify and then copy to the OperationsConsole, which can then push the template out to your gateway. Although there are other waysto modify your gateway configuration, the point of the following tasks is to provide experienceusing the Operations Console template features.

In the following steps you will update the placeholder comments in the template with the actualIP addresses of your lab configuration.

Note: For an explanation of items in the gateway configuration file, refer to the examples inConfiguration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

Step 1 If you have not already opened the HTML page described previously, please do so.

Step 2 Copy the lines of the sample template from the HTML page and paste them into an editor thatpreserves lines breaks (such as Notepad) and complete the remaining steps to modify the template.

Note: The HTML page has been formatted to preserve line breaks.

Step 3 Informational Step. The following two lines, at the beginning of the template, identify the fileto the Operations Console and turn on the configuration editing mode in your gateway:


These two lines are required for any Operations Console gateway configuration template.

Step 4 TTS Server IP You have the choice of using a .wav file or a TTS server to provide the outputfor the customhelloworld application. If you will use a TTS server, modify the followingconfiguration lines in the template to include the IP address(s) for your TTS/ASR server(s);otherwise, skip to the next step and the lines will simply be rejected by the gateway when youattempt to add them.


94






ip host tts-en-us <put IP of TTS server here>ip host asr-en-us <put IP of ASR server here>

Important! If you are not using a TTS or ASR server you must delete the following lines fromthe template you are updating:

ip host tts-en-us <put IP of TTS server here>ip host asr-en-us <put IP of ASR server here>

ivr tts-server rtsp://tts-en-us/synthesizerivr asr-server rtsp://asr-en-us/recognizer

Step 5 Locate the following dial-peer definitions and replace the <IP of Cisco CommunicationManager> with the actual IP address.

dial-peer voice 800 voip description Send to Communication Manager--Dialpeer without CUPS translation-profile incoming block destination-pattern 8005557777 voice-class codec 1 session protocol sipv2 session target ipv4:<IP of Cisco Communications Manager>:5060 dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad

dial-peer voice 700 voip description Send to Communications Manager--Dialpeer without CUPS translation-profile incoming block destination-pattern 7005557777 voice-class codec 1 session protocol sipv2 session target ipv4:<IP of Cisco Communications Manager>:5060 dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad

Step 6 Save your modified template file.

Copy the Configuration Changes to the Operations Console

In this task you bring the modified template into the Operations Console:

There are two ways to bring the template into the Operations Console:

• You can copy the file to the system that is running the Operations Console, then use the AddTemplate feature to browse to and add the template.

• You can create a template in the Operations Console by copying an existing template, thenpaste your configuration over the lines in the template copy to create a new version of thecopied template. This is the method used in the following steps.


95



Step 1 Open the Operations Console you are using for this exercise and select: System > IOS Template> IOS Template Management.

Step 2 Select any of the sample templates and click Copy.

Step 3 Provide a name and description for the new template. For example:

Comprehensive Example.tptComprehensive Getting Started Exercise

Step 4 Check the box: Enable template modification.

Step 5 Highlight and delete all the contents of the template.

Step 6 From Notepad (or the editor you used) copy the entire sample template you modified, then pastethe contents into the empty template file in the Operations Console.

Step 7 In the Operations Console click Save to save a new template based on the example configuration.

Note: You can use a similar process to convert a saved gateway configuration to a template youcan use within the Operations Console. Be sure to add the two required lines at the top of thetemplate:


Push the Configuration Changes to Your Gateway and Verify the Changes were Pushed

In this task you use the Operations Console to update the gateway configuration from its existingrunning-config to the template configuration you created for the comprehensive getting startedexercise.

Step 1 From the Operations Console select: System > IOS Configuration > IOS TemplateDeployment.

Step 2 From the Select Template dropdown, select the template you just created.

Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the OperationsConsole for this exercise and click the right arrow button.

Step 4 Click Preview and Deploy. You should see the template previewed with the message The IOSTemplate is valid and ready for Gateway deployment.

Note: The validation process only checks for proper template variables, not gateway configurationsyntax. There are no variables in the template for the standalone exercises.

Step 5 Scroll down and click Deploy, then verify the command.

You see the message: The IOS Template deployment has started. For detailed information,select the Deployment status button.


96



Step 6 Click the Deployment Status icon.

Step 7 The Deployment Status window displays showing the status as In Progress. Wait a minute andclick Refresh to determine if the deployment is complete (status is Success).

Note: If the status is Failed you can click the status link and examine the message details. Theline causing the error will be the last line in the status message.

Once the Success status displays, continue to the next step.

Step 8 From the Operations Console, select Device Management > Gateway and double click thelink for the gateway you added.

Step 9 Click IOS Commands > Show running-config and verify that the new configuration includesthe commands you just pushed from the Operations Console.

Note: If you need to roll the gateway configuration back to its prior configuration (one level ofrollback only is supported), select: System > IOS Configuration > IOS Template Deployment> Deployment Status. Select the gateway, then click Rollback.

Save the New Running Configuration to the Startup Configuration File

In this task, save the new, combined running configuration as a new startup configuration.

Note: This procedure assumes that you have already saved your original startup configuration.If you have not saved the original startup-config file (or saved your original runningconfiguration), you are urged to do that first. Refer to Back Up Your Existing Voice GatewayRunning Configuration (page 48).

Step 1 Copy the running configuration to the startup configuration file to save in NVRAM in case theGateway reboots. At the command prompt:

Type copy running-config startup-config and press Enter

Or type just: copy running startup and press Enter

Press Enter at the verification prompt.

Section B: Configuration for Use with ICM

In the Comprehensive call flow model, the gateway sends the call request to the call serverinstead of directly to the VXML server. Complete the following tasks to set up Unified CVPfor use with Unified ICM.


97



Identify and Configure the Call Server In the Operations Console

You will need the following information to add the call server to the Operations Console:

• Hostname of the call server. (For an all-in-one-box configuration, this is the same hostnameas for the all-in-one-box server.)

• IP address of the call server. (For an all-in-one-box configuration, this is the same IP addressas for the Unified CVP server.)

Refer to the information you recorded in Table of Required Data (page 22).

Note: Because this is an all-in-one-box configuration, the same server also hosts the reportingservice, VXML service, and the call server service.

Complete the following steps to configure the call server:

Step 1 If the Operations Console is not already running, log into the Unified CVP server asadministrator using a program such as VNC Viewer.

Step 2 To start the Operations Console program, choose Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console and log into the Operations Console using the passwordyou established when you installed the software.

Step 3 Select Device Management > Unified CVP Call Server and Click Add New.

The Unified CVP Call Server Configuration window displays.


a. IP address of the call server (same as the all-in-one-box host).

b. Hostname of the call server (same as the all-in-one-box host).

c. If desired, enter a description such as All-In-One CVP Call Server.

d. Select the following Activate Services items: ICM, IVR, SIP.


98



Figure 39: CVP Operations Console - Define the CVP Call Server

Step 5 Click Next.

An expanded Unified Call Server Configuration window displays, having additional tabs.

Figure 40: CVP Operations Console - Define Additional Call Server Configuration Items

Step 6 Select the ICM tab and verify that the VRU connection port is 5000 (the default port number).

Step 7 Click Save &Deploy to accept the default values for the items in the other tabs, save theconfiguration, and deploy the call server to the example installation. (You receive a messagethat certain fields have changed. Click OK to continue.)

A successfully added to the network map message, similar to the following example, displays.

Figure 41: Unified CVP Operations Console - Call Server Successfully Added


99



Step 8 Select System > Dialed Number Pattern and click Add New to add a dialed number pattern.

The Add New Dialed Number Pattern configuration page displays.

Step 9 In the Dialed Number Pattern field, enter each dialed number you configured forcustomhelloworld.

The > character indicates any additional digits. For example, 9191 can be entered as 91>, and9292 can be entered as 92>. Using this pattern matching convention enables the numbers tomatch their intended targets, even after the system adds additional identifying digits during thecall handling process.

Step 10 Check the Enable Local Static Route checkbox.

Step 11 In the IP Address/Hostname/Server Group Name field, enter the IP address of the voicegateway.

DescriptionAddress DescriptionIP Address /

Hostname / Server

Group name

Dialed Number

Pattern

This entry matches theringtone.tcl dial peer in

Ingress gateway IPaddress

10.86.132.17791>

the gatewayconfiguration. Itprovides the sound ofthe ringing phone afteryou dial the exercisetest number.

This entry matches thecvperror.tcl dial peer in


10.86.132.17792>

the gatewayconfiguration. Itprovides errorhandling.

This entry will matchthe VRU label you


10.86.132.177123456789>

establish later in ICM.It is used to passincoming calls to ICM.The ">" indicates anyadditional digits afterthe "123456789" andis added becauseadditional digits areadded to the label byICM.

This entry identifies aset of phones that the

Unified CM10.86.132.14240>

Unified


100



DescriptionAddress DescriptionIP Address /

Hostname / Server

Group name

Dialed Number

Pattern

CommunicationsManager can send theexercise test call to. Inthis test setup, yousend the call to a phonewith an extensionbeginning with 40. The40> entry will matchany phone number thatbegins with 40. The IPaddress should be theUnified CM server youare using for thisexercise. If you aresending the call to adifferent phonenumber, use thatnumber instead of 40>.

Step 12 Click Save to save the dialed number pattern configuration.

The Dialed Number Pattern list page displays.

Figure 42: Dialed Number Pattern List page

Step 13 Repeat the Add New operation for each local static route that needs to be configured.


101



Step 14 Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVPCall Server devices.

A Deployment Started Message displays.

Step 15 Leave the Operations Console open for the next task.

Add the Unified CVP VXML Server to the Operations Console

Complete the following steps to identify, configure and deploy the VXML server.

Note:

• If you completed the previous Unified CVP VXML Server with Reporting exercise, you havealready added a non-standalone VXML server. Skip to Create and Deploy thecustomhelloworld Voice Application (page 103), the next task.

• Otherwise, if you previously added a standalone VXML server, you must delete it becausethe new definition uses the same IP address. Complete the following steps.

Step 1 If necessary, log into the Operations Console. Refer to Start the Operations Console (page 41)for login instructions.

Step 2 If you created a standalone VXML server (for the previous exercises) and have not yet deletedit, the definition for the new VXML server (non-standalone) uses the same IP address. Thereforeyou must delete the old VXML Standalone definition. Complete the following substeps to deletethe VXML standalone instance.

Note: If the standalone instance does not exist, or is already deleted, skip to the next step.

a. Select Device Management > Unified CVP VXML Server (standalone).

b. At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, selectthe radio button for the VXML server added in the earlier exercises and click Delete.Confirm the deletion.

Step 3 If you have not added a non-standalone VXML server to the all-in-one-box configuration,select Device Management > Unified CVP VXML Server (not the standalone selection).

Step 4 At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display theUnified CVP VXML Server Configuration window.

Step 5 Enter the IP address and hostname for the VXML server. This will be the IP address and hostnameof the all-in-one-box server/virtual server you are using for these exercises.

Step 6 Enter a description such as CVP VXML Svr NOT Standalone

Step 7 For the Primary Call Server, select the call server you defined earlier.


102



Figure 43: CVP Operations Console - Add Non-standalone VXML Server

Step 8 Click Save & Deploy.

A confirmation message displays telling you that you must restart the call server.

Step 9 Select Device Management > Unified CVP VXML Server and verify that the newly definedVXML server Device Status is Configured.

Step 10 Close the Operations Console.

Step 11 You must restart the Unified CVP server before you can proceed to the next task. Click Start> Shutdown > Restart and enter a comment such as must restart call server to deploy.

Create and Deploy the customhelloworld Voice Application

At this point, you have configured Unified CVP to the point that you can create and deploy thecustomhelloworld application.

Note: If you have already created and deployed customhelloworld for the standalone exercises,you only need to deploy the application to the new VXML server. Refer to Deploy the CustomApplication on the VXML Server (page 66).

Step 1 If you have not installed Unified Call Studio, install it now. Refer to Installing Unified CallStudio (page 55).

Step 2 Create the customhelloworld voice application. Refer to Add a Custom Voice ApplicationCreated with Call Studio (page 57) to create and deploy the application.

Note: There are two versions of customhelloworld, one that uses a TTS server and one that usesa .wav file. Instructions are provided to create either version of customhelloworld, or to modifythe TTS version if you have already created it and want the .wav version (see Optionally, Modifyand Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 68).


103



Stop after you create the application. You will test the application after you complete thecomprehensive exercise setup.

Section C: Install a Peripheral Gateway Between Unified CVP and Unified ICM

On the all-in-one-box server, using the ICM software, install a Peripheral Gateway betweenUnified CVP and Unified ICM.

Installing and configuring a Peripheral Gateway that interfaces between Unified CVP andUnified ICM involves the following tasks:

• Examine the Unified ICM installation and verify that enough PG places are allocated.

• Add the PG to the Unified ICM Configuration Manager to obtain a PG ID.

• Install the PG on the all-in-one-box server.

• Define the VRU on the Unified ICM system.

• Set the newly defined VRU as the default VRU within the Unified ICM system.

Verify that Enough PG Places Have Been Allocated on Unified ICM

In this task, run the Unified ICM setup program and verify that the proper number of spacesare allocated for PGs.

Step 1 Log into the server that is hosting Unified ICM using a tool such a VNC Viewer.

Step 2 To run the setup program, click Start > Run and enter icmsetup in the text box and click OK.

Step 3 Respond no to the security hardening prompt.

Step 4 Examine the Cisco ICM Setup initial window. Write down the name of the ICM Instance shownin the ICM Instances pane. Later, you must create an instance with the same name. The "instance"used in this exercise is icm.


104



Figure 44: ICM Setup - Check Number of Allocated PG Slots

Step 5 Optionally, deselect Prompt for Security Hardening. Security hardening is not used in thisexercise.

Step 6 In the Cisco ICM Setup window, in the Instance Components pane (right side of the window),select RouterA and click Edit.

Note: If you previously started the ICM RouterA service, the program prompts you to stop theservice. Respond Yes to shut it down.

The Router Properties window displays.

Step 7 Click Next twice to display the following Device Management Protocol Properties window.


105



Figure 45: ICM - Check Range of PGs that Can be Used

Step 8 In the Peripheral Gateway Devices box, be sure you have at least 2 devices indicated. If not,enter 1-2 in this box, indicating that Unified ICM should use PGs in the range 1 through 2.

Note: If you are using the Unified ICM installation for other purposes, and require additionalPGs, adjust the number in the Peripheral Gateway Devices box accordingly, ensuring that youhave 2 PGs for this exercise. Be sure to enter a range, not a single digit.

Step 9 Click Next until you get to the summary screen. On the summary screen, click Next, and allowthe system to perform its configuration.

Step 10 Select Yes, start the ICM Node Manager and click Finish to complete the setup wizard.

Step 11 Click Exit Setup to close the setup window.

Define the Voice Response Unit (VRU) on Unified ICM

Define the Voice Response Unit on the Unified ICM system. Use the values listed in thefollowing steps. The VRU name is needed when you define the peripheral gateway, later in thissection.

Step 1 Log into the Unified ICM server using VNC viewer or a similar program.

Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface.

The workstation folder opens displaying a number of management tools.

Step 3 Double-click Service Control and verify that the following services are running:


106



Services:

• Cisco ICM icm Distributor

• Cisco ICM icm LoggerA

• Cisco ICM icm RouterA

These services must be running before you can open the ICM Configuration Manager. Ifnecessary, select the services that are not running and click Start. Wait a few seconds after allservices are started.

Step 4 Close the Service Control window.

Step 5 For convenience, right click the Configuration Manager selection in the Unified ICM AdminWorkstation folder and send its icon to the desktop. You can now close the workstation.

Step 6 Double-click the Configuration Manager icon on the desktop.

The Configuration Manager window opens and displays a compacted tree structure.

Step 7 From the Configuration Manager choose Tools > Explorer Tools > Network VRU Explorer(double click).

Step 8 On the Network VRU Explorer window click Retrieve. This action displays the Add NetworkVRU button. Click this button to display the Network VRU configuration tabs.

Step 9 ON the Network VRU tab, add a VRU definition using the following values:

Values:

• Name: Type10_CVP_VRU

• Type: Type 10 (from the drop-down list)

• Description: CVP VRU for Comprehensive Ex


107



Figure 46: ICM - Create Type 10 VRU Name

Step 10 Click Save. The VRU name you just added should display in the tree on the left side of theNetwork VRU Explorer window.

Step 11 Minimize the Network VRU Explorer tool. You will reaccess this tool later, after you define arouting client, to add a label to the VRU definition.

Add the PG to the ICM Configuration Manager and Obtain a PG ID

Add the PG to the ICM Configuration Manager to obtain a PG ID. You will need this ID toinstall the instance of the PG when you perform the next task.

Step 1 Double-click the Configuration Manager icon on the desktop, if necessary, to open theConfiguration Manager.

The Configuration Manager window opens and displays a compacted tree structure.

Step 2 In the ICM Configuration Manager, select Configure ICM > Peripherals > Peripheral > PGExplorer (double-click).

Step 3 Click Retrieve to activate the Add PG button at the bottom of the window.

Step 4 Click Add PG to display the Logical Controller tab entry pane.

Step 5 In the Logical Controller tab panel, enter the following information:

a. Name: CVPPG (PG identifying name for this exercise).

b. Client Type drop-down: VRU and then click Save.


108



c. After you save the definition, the top portion of the Logical Controller tab displays theLogical Controller ID and the Physical Controller ID for this logical controller (5000 foreach value in the following example). Write down the value of the Logical Controller ID.

Figure 47: ICM Configuration Manager - PG Logical Controller ID

Step 6 When you save the CVPPG definition, the system adds a peripheral with the same name(CVPPG_1 in this example) and opens a multi-tab configuration window. (If the window doesnot open, select the CVPGP_1 object in the tree.)

Note: If you need to add the peripheral manually, click Add Peripheral (bottom left of themain window below the PG tree).

Step 7 On the Peripheral tab of the multi-configuration window, select Enable post routing (bottomof the window).

Figure 48: ICM Configuration Manager - Add PG and Get ID

Step 8 Write down the number of the Peripheral ID (5000 in the preceding example).


109



Step 9 On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC.

Figure 49: ICM Configuration Manger - Routing Client Label for PG

Step 10 On the Advanced tab, for Network VRC, select Type10_CVP_VRU, the VRU that youconfigured earlier. If necessary, refer to Define the VRU on ICM (page 106).

Figure 50: ICM Configuration Manager - Configure PG

Step 11 Click Save to save the configuration.

Step 12 Click Close to close the explorer.

Add a Label to the VRU Previously Defined

In this task, you will access the VRU definition you previously defined (Type10_CVP_VRU)and create a label for it. This label requires the name of the routing client which you defined in


110



the Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 108) task, whichyou will be able to choose from a drop-down list.

Complete the following steps to define the VRU Label:

Step 1 Reopen the minimized Network VRU Explorer tool, if it is closed, from the ConfigurationManager select Tools > Explorer Tools > Network VRU Explorer.

Step 2 If necessary, click Retrieve to display the defined VRUs.

Step 3 Select the VRU you just added (Type10_CVP_VRU) and click Add Label (button at the bottomleft of the window).

The Label tab displays.

Step 4 For the Routing Client, select the client you created previously (CVP_RC in this example).Enter a label of 1234567890 and click Save and then Close.

Figure 51: ICM - Create Type 10 VRU Label

Set the Default Voice Response Unit (VRU)

Identify the Voice Response Unit, defined in the previous step, to Unified ICM using theConfiguration Manager.

Step 1 If necessary, access Unified ICM and start the services needed for the Configuration Manager.Refer to Define the Voice Response Unit (VRU) on Unified ICM (page 106) for details.

Step 2 Double-click the Configuration Manager icon on the desktop (or select it from the AdminWorkstation).

The Configuration Manager window opens and displays a tree structure.

Step 3 choose Tools > Miscellaneous Tools > System Information (double click).

The System Information window displays.

Step 4 In the VRU section, select the name of the VRU you established in Define the VRU on ICM(page 106).


111



In this example: Type10_CVP_VRU

Figure 52: ICM Configuration Manager - Identify the Default VRU

Step 5 Click Save and then click Close to exit the window.

Install the PG on CVP

In this task, you use the icmsetup program (on the Unified ICM CD/DVD) to set up a peripheralgateway on the Unified CVP server.

The peripheral gateway that connects Unified CVP and Unified ICM resides on the UnifiedCVP server. You will need the following information you recorded in the Table of RequiredData (page 22):


112



• ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on theserver. You must use this same ICM instance name when you set up Unified ICM on theUnified CVP server using the following steps. In the example, the instance name is: icm.

• The controller domain name you used when you set up Unified ICM. This is the MicrosoftActive Directory domain name you created for the router/logger. In the example it is:ccbu-doc-ad.cisco.com.

Step 1 Using a tool that can run Cisco ICM Setup from a DVD or .iso file, such a VMware InfrastructureClient, log into the server that is hosting Unified CVP (not Unified ICM). In this example, theIP address is 10.86.132.141.

Note: If you have previously installed a PG on this server, you do not need the Unified ICMCD/DVD. In this case, you can use VNC Viewer to access the Unified CVP server and runicmsetup. Select Start > Run and enter icmsetup in the text box, and click OK.

Step 2 On the Unified CVP server, open the Unified ICM CD/DVD media, or connect to the UnifiedICM installation .iso file, and run setup.exe (or right click the drive and click autoplay.

Step 3 Respond No to the security hardening prompt, if it displays.

Step 4 At the prompt for the ipsec pre-shared key, enter a key you could to use later to access UnifiedCVP from the Support Tools.

Note: Although the Support Tools are not enabled (the Unified CVP installation instructionsin Install Components (page 35) tell you to say no to the Support Tools prompt), the tools areinstalled, but not activated. You must enter a key that you can use later, if you need to use theSupport Tools.

Step 5 The Cisco ICM Setup window displays.

Figure 53: ICM - Add ICM Instance


113



Step 6 In the ICM Instances panel, click Add to open the Add Instance dialog box shown in thepreceding example. In this box you will define the instance of Unified ICM that Unified CVPwill use. Use the same instance name that you used for your ICM installation.


• Instance Name: icm (in this example).

Note: For more information on the instance name, see the bullet list at the beginning of thistask.

• Instance Number: auto entered.

• Controller Domain: ccbu-doc-ad.cisco.com (in this example).

Note: Enter the actual controller domain name you used for the Unified ICM serverinstallation. See the bullet list at the beginning of this task for details.

• Click OK to create the ICM instance definition for CVP.

Step 8 From the initial Cisco ICM Setup dialog box, select the ICM Instance in the left column (icmin this example). Then, to the right of Instance Components, click Add to open the ICMComponent Selection dialog box.

You receive the prompt:

Figure 54: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server

This information does not apply to this exercise. Click OK to continue.

The ICM Component Selection window displays.


114



Figure 55: ICM - Add Peripheral Gateway Instance

Step 9 Click Peripheral Gateway as indicated in the preceding example.

The Peripheral Gateway Properties window displays.

Figure 56: ICM Setup - Select PG Type as VRU

Step 10 From the Client Type Selection list, select VRU and click Add to display VRU in the SelectedTypes box.

Step 11 Click Next to display the Peripheral Gateway Component Properties window.


115



Step 12 At the top right of the window, the section for Peripheral Interface Managers, click Add to openthe Add PIM popup window. Click OK to add the first available PIM and close the popupwindow.

Figure 57: ICM - Add Peripheral Gateway - PIM

The VRU Configuration window displays for the PIM instance you selected.

Step 13 Complete the VRU Configuration dialog box as follows:

a. Select the Enabled box at the top left of the window.

b. Peripheral name: CVP_PG

Enter an easily recognized name as shown in the following example; it does not need to matchthe PG name you entered on ICM.

c. Peripheral ID: the ID you recorded in Add the PG to the ICM Configuration Managerand Obtain a PG ID (page 108) (5000 in this example).

d. VRU host name: DOCCVP801

Use the local host name you gave to the all-in-one-box server (DOCCVP801 in this example).

e. VRU Connect port: 5000 (default VRU connect port)


116



Figure 58: ICM Setup - PG Setup - PIM Parameters

Note: This should be the same port number you used for the call server. You can check this inthe Operations Console. Select: Device Management > CVP Call Server > the edit window,ICM tab as shown in the following example.

Figure 59: ICM - Add Peripheral Gateway - VRU Connection Port

f. Keep the default values for the remaining boxes and click OK to accept the input andreturn to the Peripheral Gateway Component Properties window.

Step 14 Enter the Logical controller ID you recorded in Add the PG to the ICM Configuration Managerand Obtain a PG ID (page 108) (5000 in the example) and click Next.


117



Figure 60: ICM Setup - Install PG - Enter Logical Controller ID

Step 15 The Device Management Protocol Properties window displays. Select Side A preferred andclick Next.

Figure 61: ICM - Add Peripheral Gateway - Side A Preferred

Step 16 The Peripheral Gateway Network Interfaces window displays.

a. In the Private Interfaces section:


118



Enter the following :

• PG Private A: DOCCVP801 (hostname for the all-in-one-box server)

• PG Private A high: DOCCVP801 (hostname for the all-in-one-box server)

• Delete entries for PG Private B and PG Private B high.

b. In the Visible Interfaces section:

Enter the following:

• PG visible A: DOCCVP801 (IP or Hostname for the Unified CVP server)

This entry would be the IP or hostname for the all-in-one-box server.

• Router visible A: IP or Hostname of ICM CallRouter

This entry would be the IP or hostname for the all-in-one-box Unified ICM server whichhosts the CallRouter, logger, admin workstation, and other tools (10.86.132.137 in thisexample).

• Router visible A high: IP or Hostname of ICM CallRouter

Again, this entry would be the IP or hostname for the all-in-one-box Unified ICM serverwhich hosts the CallRouter, logger, admin workstation, and other tools.

• Delete entries for all "B" interfaces.

Figure 62: ICM Setup - Install PG - Network Interfaces

Step 17 Click Next until the Check Setup Information window displays. Review your choices and, ifnecessary, click Back to make revisions; otherwise, click Next to initialize the PG.


119



Step 18 If you receive the message Disabling OPC capture for PG<#>: Less then 5 GB available ondrive. Check ICMSetup log for any additional messages, click OK. Initialization continues.

Step 19 At the Setup Complete window, select Yes, start the ICM Node Manager, and click Finishto initialize the PG.

Step 20 Click Exit Setup to close the setup program window.

Step 21 Log onto the server and double-click the ICM Service Control icon to open the ICM ServiceControl window. If the PG service is not started, select it and click Start.

Add ECC Variables to ICM

The Unified ICME expanded call context (ECC) variables defined in this task are used for thecomprehensive exercise. Configure the various ECC variables using the following steps.

Note: If the ECC variables feature is not enabled, the following steps also explain how to enableit.

Step 1 Log into the Unified ICM server using VNC viewer or a similar program.

Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface.

The workstation folder opens with a set of functions listed on its desktop.

Step 3 Double-click Service Control and verify that the following services are running:

Services

• Cisco ICM icm Distributor

• Cisco ICM icm LoggerA

• Cisco ICM icm RouterA

If these services are not started, you cannot open the Configuration Manager and/or cannot addnew ECC variables. Select the services that are not running and click Start.

Step 4 Close the Service Control window.



Step 6 Expand the tree to display Tools > List Tools and double-click Expanded Call Variable List.

Note: If the ECC variables function is not enabled, you receive the following message whenyou try to open the configuration window:


120



Figure 63: ICM Configuration Manager Message - Enable ECC Variables

If you receive this message, to enable the ECC variables, complete the following substeps.

a. Open the Configuration Manager and choose Tools > Miscellaneous Tools and double-clickSystem Information.

The System Information window displays.

Figure 64: ICM System Information - Enable ECC Variables


121



b. Select the Expanded call context enabled box as shown in the upper left of the precedingexample, and click Save, then Close.

If ECC variables were already enabled, the following Expanded Call Variable List windowdisplays.

Note: You must click Retrieve to display the list of currently defined variables and to activatethe Add button.

Add the "user" ECC variables from the table in the next step. The following screen exampleshows the first user variable added: user.media.id and the dialog box ready for entry of thesecond user variable.

Figure 65: ICM Expanded Call Variable List (ECC Variables)

Step 7 To properly enter the user variables, please read the following notes carefully.

Notes:


122



• You must enter the name exactly as specified, otherwise, the ICM software will not be ableto use the variable to communicate with the ICM services.

• It is easy to mistype a variable name or enter the variable twice. To help ensure success, clickAdd after you enter each variable and visually verify its proper entry.

• There is a limited amount of space for ECC variables. If the length (in the following table)is specified as required, enter the Maximum length value exactly as provided in the referencetable. Otherwise, enter the recommended value, unless there is a specific reason to enter alarger value.

• Once you have defined all the variables, click Save and then Close.

Step 8 In the Expanded Call Variable List window, click Retrieve to display the currently definedvariables.

Step 9 If you have not previously added ECC variable, click Add to display user in the Attributes tab,otherwise, scroll down to the last user variable you defined (or to the entry user) and click Addto activate the Attributes tab.

Step 10 Enter the name of the variable and define its fields according to the information in the ECCtable.

Example: For the first variable, enter its name, user.media.id, the required length of 32,optionally, enter a description, select Enabled, and click Add at the bottom left. Examine thevariable name added to the list of variable and be sure it is exactly the same as in the table.

Step 11 After you enter the last variable, click Save.

Note: If you receive the error message Failed to update the database. The enterprise name thatwas entered is already in use, look for a duplicate entry, select the duplicate and click Delete.Then try saving the list. It is also possible to end up with two items labeled user with no additionalentry. If so, delete them and try again to save the variables.

Step 12 Close the Expanded Call Variable List window.

Note:

• For simplicity, the following table, assumes that you check Enabled for each variable, butdo not check persistent.

• If a variable is an array, it will have both a length value and a maximum array size value.

Description (Optional)ArrayLengthName

A random number identifying a call to the ICM Service.noRequired: 36user.media.id

Currency type.noRequired: 6user.microapp.

currency


123



Error status code returned from Unified CVP to Unified ICMEwhen the Run Script Result is False.

noRequired: 2user.microapp.

error_code

Combination of language and country which defines the grammarand prompt set to use.

noRequired: 5user.microapp.

locale

Root of the URL for all media files and external grammar filesused in the script.

noMax Length:210 chars

user.microapp.

media_server

HTTP specified as: "http://<servername>"Recommended:30

HTTPS specified as: "https://<servername>"

Default storage area for data for Play Data micro-applications.no40 charactersuser.microapp.

play_data

Directory for all systems media files, such as individual digits,months, default error messages, and so forth.

no10 charsuser.microapp.

sys_media_lib

Directory for all application-specific media files and grammarfiles.


user.microapp.

app_media_lib

Can be ".." which bypasses the user.microapp.app_media_lib anduser.microapp.locale ECC variables when writing a URL path.Example:

Recommended:10 chars

user.microapp.app_media_lib set to ".." then

http://server/locale/../hello.wav becomes

http://server/hello.wav

Specifies the ASR choices that a caller can input for the GetSpeech micro-application. Each option in the list of choices isdelimited by a forward slash (/).



user.microapp.

grammar_choices

If text is placed in this variable that is longer than the variable isconfigured to handle, only the first 210 characters are sent.

Specifies the text for inline Text To Speech (TTS).noMax Length:210 chars

user.microapp.

inline_ttsIf text is placed in this variable that is longer than the variable isconfigured to handle, only the first 210 characters are sent.Recommended:

40 chars

Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default.

noRequired: 1char

user.microapp.

input_type


124



If you are not using an ASR, set this variable to D. If you areusing an ASR, you can set this variable to either D or B.

Note: With input_type set to B (both), either DTMF or speechwill be accepted, but not mixed mode input. Once you beginentering with one mode, input using the other mode is ignoredand has no effect.

Storage area for an ASR input that is collected from Get Speech.noMax Length:210 chars

user.microapp.

caller_inputNote: Get Speech results will be written to the ECC variable.Results from Get Digits or Menu micro-applications will bewritten to the CED.


Specifies which files should be played to the user: Unified CVPText To Speech (TTS) or media files.

noRequired: 1char

user.microapp.

pd_tts

Valid contents are Y (Yes, use TTS capabilities) and N (No, donot use TTS capabilities; play media files instead).

Note: Used only with Play Datamicro application.

Specifies the manner in which you pass information to the externalVoiceXML.

noRequired: 1char

user.microapp.

UseVXMLParams

Set this parameter to either Y (yes) or N (no).

E CC variables are set during runtime using set variable node inthe script editor.

• Y uses the values in the user.microapp.ToExtVXML variablearray.

• N appends the name/value pairs in user.microapp.ToExtVXMLto the URL of the external VoiceXML.

This variable array sends information to the external VoiceXMLfile. Must be configured as Array variables, not Scalar Variables,even if the array length is set to 1.

yes40

Max array size4

user.microapp.

ToExtVXML

This variable array returns information from the externalVoiceXML file. Must be configured as Array variables, not ScalarVariables, even if the array length is set to 1.

yes40

Max array size4

user.microapp.

FromExtVXML


125



Following the Menu (M), Get Data (GD) and Get Speech (GS)micro-applications, Unified CVP now returns information aboutthe execution of that micro-application.

noNormally: 62bytes

Can be 21 bytesif remaining

user.microapp.

metadata

The user.microapp.metadata ECC variable is structured asfollows:ECC space is

restricted.m|con|tr|to|iv|duratn|vruscriptname

Note: For structure details, refer to the discussion of MetadataECC variables in Configuration and Administration Guide forCisco Unified Customer Voice Portal.

Configure Call Types

In this task, you create call type labels. Each call type label is used in the Call Type Manager(defined later) to associate calls with a particular call script. The call type label identifies acategory of calls. For example, in the exercise, you use the label TestCallsHelloWorld for theHelloWorld call number.

To configure the Call Type label, use the ICM Configuration Manager as follows:

Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer toDefine the Voice Response Unit (VRU) on Unified ICM (page 106) for details.



Step 3 Choose Tools > List Tools > Call Type List (double click)

The Call Type List window displays.

Step 4 Click Retrieve to activate the Add button.

Step 5 Click Add to display the Attributes pane used for defining the call types.

Step 6 On the Attributes tab, enter the following information:

a. Name: TestCallsHelloWorld (label to identify calls to this voice application)

b. Call Type ID: automatically entered (after you save the definition)

Step 7 Click Save to save each call type definition.

Step 8 Repeat the preceding configuration steps to create and save a call label for the customhelloworldcall number with the name: TestCallsCustomHW

Step 9 Close the Call Type List window.


126



Configure Dialed Numbers

Create a dialed number identification composed of the number the user dials, plus the routingclient you defined earlier. Associate this with the VRU label you defined earlier.

To configure the Dialed Numbers, use the ICM Configuration Manager as follows:

Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer toDefine the Voice Response Unit (VRU) on Unified ICM (page 106) for details.



Step 3 Choose Tools > List Tools > Dialed Number / Script Selector List

The Dialed Number / Script Selector List window displays.

Step 4 Click Retrieve to activate the Add button.

Step 5 Click Add to display the additional sections of the window used for defining the dialed numbers.

Step 6 On the Attributes tab, identify the two dialed numbers used for the comprehensive exerciseusing the following substeps:

a. Routing client: CVP_RC (set up earlier)

b. Media routing domain: CISCO_Voice (the default)

c. Dialed number string: 8005557777 (the HelloWorld exercise number)

d. Name: auto-filled (after you enter the DN string and select another field)

The name is a combination of the routing client and the dialed number. For example:CVP_RC.8005557777

e. Using the drop-down set Default Label: 1234567890 (the VRU label you defined earlier(page 106))

f. Click Save to save the dialed number definition.

Step 7 Repeat the substeps to create the dial number for customhelloworld: 7005557777

Step 8 Close the configuration tool.


127



Section D: ICM Scripting Configuration for CVP

Complete the following tasks to configure Unified ICM scripting to work with the comprehensiveexercise.

Create Network VRU Script

In this task, you define a Network VRU script which the Unified ICM script uses to access theapplications HelloWorld and customhelloworld on the VXML server.

Step 1 Access Unified ICM and start the services needed for the Configuration Manager. Refer toDefine the Voice Response Unit ( VRU) on Unified ICM (page 106) for details.



Step 3 Choose Tools > List Tools > Network VRU Script List.

The Network VRU Script List window displays.

Step 4 Click Retrieve to display existing network VRU script definitions, if any. This action alsoactivates the Add button.

Step 5 Click the Add button.

The Attributes pane displays.

Step 6 Complete the following fields:

a. Enter a unique name used to identify the script. For this exercise, you are creating a VRUScript that enables the Unified ICM script to access any application on the VXML server.You will use it to access both the HelloWorld application and the customhelloworld CallStudio application you created earlier.

Name: PlayCVP_CallStudioScript

The actual names of the two Call Studio scripts you will access are identified later in the twoUnified ICM scripts, using the user.microapp.ToExtVXML ECC variable.

b. Using the drop-down list, associate the script with the VRU you identified previously.

Network VRU: Type10_CVP_VRU

c. Enter the elements that identify what this script should do:

VRU script name: GS,Server,V


128



In this example, the elements are:

• GS - Specifies the Get Speech (also Get Script) micro-application to be invoked by UnifiedICM. In this exercise this micro-application is used to get access an external application (boththe build-in HelloWorld application and the customhelloworld Call Studio application).

• Server - Tells Unified ICM to get the Call Studio script from a server. The server is specifiedin the Unified ICM script, using an ECC variable.

• V - Indicates that the file should come from the VXML media library or that the file is a CallStudio script.

For more information refer to Writing Scripts for Unified CVP in Configuration andAdministration Guide for Cisco Unified Customer Voice Portal.

d. Timeout: use the default

e. Configuration param: not needed

f. Customer: not needed

g. Interruptible: Checked

The Interruptible parameter indicates that whatever media file is played by this script can beinterrupted. For example, if the file is played while waiting for an agent to be free, it can beinterrupted and the call directed to the agent.

h. Enter a description if desired. For this exercise enter: Use to Call a CVP Call Studio Appfrom ICM Script.

Figure 66: ICM - Create Network VRU Script

Step 7 Click Save to save the definition, then click Close to close the window.


129



Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld

Create a Unified ICM Script that accesses the Network VRU script you just created, and, throughthe Network VRU script, accesses the HelloWorld application.

If you do not create the following script all in one session, save the script under the nameHelloWorld_ICM_Script. When you save the script, ICM activates the script and it is noteditable. To make the script editable:

• If the file is closed, select File > Open and select Open Mode: Edit

• If the file is still open, select the Edit Script icon (looks like a set of elements with a pencilbeside them).

Step 1 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry toopen the ICM Script Editor.

Step 2 Click File > New > Routing Script.

The work area opens and displays a Start icon.

Step 3 Click View > Palette to display the work space palette.


130



Figure 67: ICM - Create Call Script - Start Element

Step 4 On the Palette, General tab, click the Set Variable selection and drag a set variable element tothe workspace. Repeat this action three more times to create four Set Variable boxes as shownin the following example.

Note: In the following steps, if you do not see the ECC variable you need to configure in thedrop-down list, you may not have added it. Refer to Add ECC Variables to ICM (page 120).


131



Figure 68: ICM - Create Call Script - Add Set Variable Elements

Step 5 You will use the first variable box to identify the VXML server using theuser.microapp.media_server ECC variable. Set the first variable as follows:

a. Right click the Set Variable box and click Properties to open the Set Properties dialogbox.

b. On the Set Variable tab, click the Object Type drop-down and select Call.

c. Leave the Object box with No Selection and, from the Variable drop-down box, selectuser.microapp.media_server.

d. Substituting the IP address of your Unified CVP server, in the Value box, enter:"http://10.86.132.141:7000/CVP"

e. Click OK to save the variable definition.

Figure 69: ICM - Create Call Script - Define user.microapp.media_server


132



Step 6 The second variable defines the location of the application media library. Chooseuser.microapp.app_media_lib from the Variable drop-down, and set the value of the variableto two dots as shown in the following example (create a relative reference to the directory).

Figure 70: ICM - Create Call Script - Define user.microapp.app_media_lib

Step 7 The third variable identifies the external application you want the script to run. For this UnifiedICM script, it defines the HelloWorld application; you will identify the other application whenyou create the second script.

Again, the Object Type is Call. Choose user.microapp.ToExtVXML[] from the Variabledrop-down.

This variable is an array. Identify the first array member by typing 0 in the Array Index box.In the Value box, type:concatenate("application=HelloWorld;",concatenate("callid=",Call.user.media.id)), asshown in the following example.

Figure 71: ICM - Create Call Script - Define user.microapp.ToExtVXML

Step 8 The last variable indicates how you pass information to the external VXML server. Its value iseither Y or N. In this exercise, set the value to N to tell Unified ICM to append the name/valuepairs in user.microapp.ToExtVXML to the URI of the external VXML server.


133



For this variable again use Call for the Object Type. Select user.microapp.UseVXMLParmsfrom the Variable drop-down box. Enter "N" for the Value, including the quotation marks, asshown in the following example.

Figure 72: ICM - Create Call Script - Define user.microapp.UseVXMLParams

Step 9 On the Palette, click the Queue tab, and drag the Run External Script object onto the workspacebelow the last Set Variable box.

Step 10 Right-click the Run External Script object and click Properties to open its Properties dialogbox.

The box should list the Network VRU script you previously defined (PlayCVP_CallStudioScript).

Step 11 Select the PlayCVP_CallStudioScript VRU script name.

Step 12 Click OK at the bottom of the dialog box to submit and save the change and close the dialogbox.

Step 13 On the Palette window, select the General tab and drag the End icon onto the work space belowthe Run External Scripts box.

Step 14 Connect the boxes to create the call flow as follows:

a. Click the down-arrow at the bottom of the Start object (and hold the mouse button). Movethe mouse to the middle of the first Set Variable object and release the mouse button.

b. Click the down-arrow on the first Set Variable object (hold the button). Move the mouseto the middle of Set Variable object #2 and release the mouse button. Continue in thismanner to connect all of the Set Variable objects to each other in a chain and to connectthe last Set Variable object to the Run External Script object.

c. Finally, click the checkmark (successfully completed exit point) at the bottom of the RunExternal Script object (hold the button) and move to the middle of the End object andrelease the mouse button. The result should be similar to the following example.


134



Figure 73: ICM - Create Call Script - Connect Elements

Step 15 Click Script > Validate. A message displays indicating no errors and containing the warningFail connection is missing. For this exercise there is no fail condition established. Instead, thesystem generates the standard error message.

Figure 74: ICM - Create Call Script - Validate Script

Step 16 Click File > Save and name the script: HelloWorld_ICM_Script and click Save. You receivea message indicating there are 0 errors and 1 warning. Click Yes to save the script anyway.

Step 17 To easily create the second ICM script, click File > Save As and save a copy of the first scriptas cutomhelloworld_ICM_Script.

Step 18 To edit the newly saved script, click Script > Edit Script.

Step 19 You must make one change to the new script. The value for user.microapp.ToExtVXML[]should be identical except for the voice application name. Change it from HelloWorld tocustomhelloworld as follows:concatenate("application=customhelloworld;",concatenate("callid=",Call.user.media.id))

Step 20 After you save the second script, leave the Script Editor open. You need it again for the Createa Call Type Manager Entry and Associate it with a Call Schedule task.


135



Create a Call Type Manager Entry Routing Script and Call Schedule

On the Unified ICM Server, using the Script Editor tool, create routing scripts that handleincoming calls used in this exercise.

Step 1 If the Script Editor is minimized, open it; or, to open the editor, from the Unified ICM servermain window, select the ICM Administrative Workstation folder icon and select Script Editor.

Step 2 Select Script > Call Type Manager to open the Call Type Manager dialog box.

Step 3 From the Dialed Number drop-down, select the first dialed number string you created earlier:CVP_RC.8005557777.

Step 4 Click Add to display the Add Dialed Number Entry dialog box, and complete the followingentries:

a. Calling line ID: All

b. Caller-entered digits: All

c. Call Type: TestCallsHelloWorld (the call type you created earlier)

d. Click OK to complete the entry.

Step 5 Repeat these steps to create a Dialed Number Entry record for the customhelloworld dialednumber as follows:

a. From the Call Type Manager window, choose CVP_RC.7005557777 from the DialedNumber drop-down and click Add.

b. Calling line ID: All

c. Caller-entered digits: All

d. Call Type: TestCallsCustomHW (the call type you created earlier for customhelloworld)

e. Click OK to complete the entry.

Step 6 On the Call Type Manager window, click the Schedules tab and select TestCallsHelloWorldfrom the Call Type drop-down box. Complete the following steps to create a schedule for thedialed number defined by TestCallsHelloWorld:

a. Click Add to display the Add Call Type Schedule window.

b. From Scripts, select HelloWorld_ICM_Script.

c. On the Period tab, leave the default pattern: Daily, Every Day, All Day.

d. Click OK to save the record.


136



Step 7 Repeat the substeps in the previous step to create a schedule for TestCallsCustomHW associatedwith the script customhelloworld_ICM_Script.

Step 8 Click OK on the Call Type Manager window to save the schedules.

Step 9 Exit the Script Editor.

Section E: Configuring Unified Communications Manager

The Cisco Unified Communications Manager interfaces with Unified CVP and the voice gatewayto provide support for VoIP calls. In the comprehensive exercise, POTS calls are converted toVoIP calls and sent to Unified CM which forwards the calls to Unified CVP. Therefore all callsfor this exercise go through Unified CM.

For a discussion of the configuration needed for Unified CM and for the actual tasks used tocreated the needed trunks and route patterns, refer to Modify the Exercises to Use a VoIP Phonethrough Unified Communications Manager (page 27).

Complete the Main Exercise

Place calls into the system using the two configured numbers. Because the POTS calls areconverted to VoIP and sent to ICM, the numbers for POTS originated and VoIP originated callsare the same.

Place the following calls:

1. To access HelloWorld: 8005557777

You should immediately hear brief music followed by the message: You have successfullyinstalled the Cisco VXML server.

2. To access customhelloworld: 7005557777

You should hear either the text message you configured in the customhelloworld CallStudio script, or the holdmusic.wav file, if you configured the alternative version of thevoice application that does not use a TTS server.

Note: If you do not hear the expected response, refer to Troubleshooting the ComprehensiveCall Flow Exercise (page 168). Begin with the sub-section Quick Troubleshooting Checks forthe Comprehensive Call Flow Exercise (page 169).


137


Section E: Configuring Unified Communications Manager

Add Call Transfer to the Exercise

In this extension to the comprehensive call flow model exercise, after the customhelloworldmessage plays, the call is transferred to a specific extension on your VoIP test network.

Prerequisites:

• Set up a VoIP network that is reachable by the lab machines.

• Define the static route for the call transfer. Refer to Identify and Configure the Call Serverin the Operations Console (page 98).

In the following steps, modify the customhelloworld ICM call script to include a transfer to aspecific phone after the message is played.

Modify the customhelloworld ICM Script to Transfer the Call

To transfer the call, complete the following steps:

Step 1 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry toopen the ICM script editor.

Step 2 Click File > Open > customhelloworld_ICM_script to open your previously developed ICMscript that targets the customhelloworld voice application.

Step 3 Click View > Palette to display the work space palette.

Step 4 Click the Edit Script icon to enable edit mode (or select Script > Edit Script).

Step 5 From the Script Editor Pallette, click the Targets tab and drag the Label object onto the workarea.

Figure 75: ICM Script - Add Call Transfer Label

Step 6 Left click and drag the connection arrow from the Run Ext. Script element away from the Endelement and release to remove the connection (or, select the connection and press Delete).

Step 7 Right click the Label element and click Properties.


138



Step 8 Complete the following substeps to configure the Label element:

a. On the Label tab, for Label Expression, enter the phone extension you want this calltransferred to (in this example 4001).

b. Select Enable target requery to enable the ICM script to use the label.

c. Click OK to save the label configuration.

Figure 76: ICM Script Editor - Configure Label

Step 9 Position the Label element and the End element as shown in the following example.

a. Click the Check Mark exit on Run Ext. Script and create a connection to the Label element.

b. Click the Label element X and create a connection to the End element as shown.

Figure 77: ICM Script Editor- Transfer Call


139



Step 10 Click File > Save to save and deploy the modified call script.

Note: You receive a warning when the editor validates the script because the failure exit onRun Ext. Script does not have an identified path. This exercise does not provide a specific optionfor a call failure. It uses only the built-in error messages.

Step 11 From one VoIP phone in your lab testing setup, call the customhelloworld DN (7005557777 inthis exercise) and also monitor the transfer phone. You should hear the customhelloworldmessage and then the call should connect to the transfer phone.

Add the Reporting Elements to the Exercise

To add Unified CVP built-in reporting using an Informix database, refer to VXML Server withReporting (page 71).


140


Add the Reporting Elements to the Exercise

Expand the Initial ExercisesUse this chapter to experiment with additional Unified CVP capabilities. You can add thesefeatures to the standalone exercises or the comprehensive exercise.

This section contains instructions on setting up a media server and modifying the audio files towork with the VXML gateway. You can use either the Microsoft IIS web server or, in a labenvironment, the built-in Tomcat web server in the VXML Server.


• Using IIS as a Media Server for Your Custom Media Files, page 141• Using the VXML Server as a Media Server for Your Custom Media Files, page 142• Create Media Files Compatible with the VXML Gateway, page 143• Process User Input, page 145

Using IIS as a Media Server for Your Custom Media Files

It is a best practice to use Microsoft IIS as a media server in production CVP deployments.However, in a lab environment, if you don't require Agent Greeting/Whisper, then you canoptionally use the VXML Server's built in Tomcat web server to serve media files (page 142).

This topic explains how to easily set up the Microsoft IIS as a media server. After completingthese steps, see Create Media Files Compatible with the VXML Gateway (page 143).

These instructions do not descibe how to install and configure Microsoft IIS. See the IIS productdocumentation for installation and configuration instructions.

Modify the Microsoft IIS Directory Structure to Work as a Media Server

This task describes how to modify the IIS directory structure so that it conforms with the directorystructure that the Unified CVP system expectd.


141

Chapter 11

As part of the prerequisites for these exercises, you installed the Unified CVP software on theall-in-one-box server. During the installation process, one option you could have checked wasSystem Media Files on the Select Packages window. Refer to Install Components (page 36).This selection creates two sub-folders on the Unified CVP server as follows:

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys

The System Media Files selection also places about 400 .wav files in those two directories; youcan use the media files for developing voice applications. The VXML server you identify usingthe Operations Console can be used as a media server to access and play these files as part ofa custom voice application script.

You must copy these files to the Microsoft IIS server root.

Step 1 If you did not select System Media Files during your installation, in the all-in-one-box server,go to the following folder: C:\Inetpub\wwwroot.

a. Create the following standard subfolder: en-us

b. Under that folder, create the folder: app

You should now have the path:

C:\Inetpub\wwwroot\en-us\app

Step 2 If you did select System Media Files during your installation, then:

a. Copy the following folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\.

b. Paste that folder into C:\Inetpub\wwwroot.

C:\Inetpub\wwwroot now contains en-us\app and en-us\sys

Note: Although the en-us folder is "U.S. English", it is a standard folder that the serverrecognizes. You could place any media files in it, as long as the media files conform to a codexsupported by the VXML Gateway as covered in Create a Media File with Proper Codex Properties(page 144).

Using the VXML Server as a Media Server for Your Custom Media Files

For lab deployments, where the system will not be under load, you can use the Tomcat serverbuilt into the VXML server as a media server. This is not a best practice for production systems.In a production system use IIS as the media server (page 141) instead.

Note: Tomcat is not supported as a media server if you are using the Agent Greeting/Whisperfeature. Agent Greeting/Whisper does not work with a Tomcat-based media server.


142

Chapter 11: Expand the Initial Exercises

Using the VXML Server as a Media Server for Your Custom Media Files

This topic explains how to set up the Unified CVP VXML server as a media server. Aftercompleting these steps, see Create Media Files Compatible with the VXML Gateway (page143).

Modify the Server Directory Structure to Work as a Media Server

As part of the prerequisites for these exercises, you installed the Unified CVP software on theall-in-one-box server. During the installation process, one option you could have checked wasSystem Media Files on the Select Packages window. Refer to Install Components (page 36).This selection creates two sub-folders on the Unified CVP server as follows:

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys

The System Media Files selection also places about 400 .wav files in those two directories; youcan use the media files for developing voice applications. The VXML server you identify usingthe Operations Console can be used as a media server to access and play these files as part ofa custom voice application script.

The following task manually creates the app folder which you will use to hold a custom mediafile. The remaining tasks in this exercise provide instructions for creating a custom media fileand accessing it with a modified customhelloworld script.

Step 1 If you did not select System Media Files during your installation, in the all-in-one-box server,go to the following folder:

C:\Cisco\CVP\VXMLServer\Tomcat\webapps

Step 2 Create the following standard subfolder: en-us

Step 3 Under that folder, create the folder: app

You should now have the path:

C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

Step 4 The VXML server can access any media files you place in this folder.

Note: Although the en-us folder is "U.S. English", it is a standard folder that the serverrecognizes. You could place any media files in it, as long as the media files conform to a codexsupported by the VXML Gateway as covered in Create a Media File with Proper Codex Properties(page 144).

Create Media Files Compatible with the VXML Gateway

The topics cover the following requirements:


143



• Create a media file with properties that the VXML Gateway can use.

• Modify the Call Studio script, or the Unified ICM script to use the new "media" server.

Create a Media File with Proper Codex Properties

After creating the required folder for the VXML server (the previous task), you need to createthe actual custom media file using a codex that the VXML server supports. One way to createthe media file is to use Windows Sound Recorder as explained in the following steps:

Step 1 On a PC that has a microphone installed, choose Start > Programs > Accessories >Entertainment > Sound Recorder.

Step 2 Click the Pause icon to deselect pause and start the recording process.

Step 3 Once you have recorded your message, click the Stop icon to complete the recording.

Step 4 Click File >Save As and navigate to the folder where you want to store this media file.

Step 5 For Filename, enter an identifying name for this media clip.

Step 6 For Save as Type, leave the default Sounds (".wav).

Step 7 Click Change.

The Sound Selection window displays.

Step 8 For Format, from the drop-down, scroll up and select: CCITT u-Law.

Step 9 For Attributes, select the default: 8.00 kHz, 8 Bit, Mono, 7kb/sec

Step 10 Click OK to accept the format, then Save to save the audio file.

Step 11 Copy/transfer the newly created media file to the all-in-one-box server to the folder:

If you are using IIS: C:\Inetpub\wwwroot\en-us\app

If you are using the VXML Server's Tomcat:C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

Modify the Application Script to Support the Media Files

Complete the following steps to use the media file you just created:

Step 1 Access the all-in-one-box server using a program such as VNC Viewer.

Step 2 Open the Call Studio application and open the customhelloworld voice application you createdearlier.


144



Step 3 Select the Audio_01 element and click the Audio tab.

Step 4 Open the Audio Groups tree to access audio item 1.

Step 5 Deselect Use Default Audio Path if it is selected.

Step 6 In the URI box enter:

If you are using IIS: http://<IP address for IIS>/en-us/<your_audiofile.wav> using forwardslashes.

http://10.86.132.142/en-us/myfile.wav

If you are using The VXML Server's Tomcat: http://<IP Address for CVP All-in-oneBox>:7000/en-us/<your_audiofile.wav> using forward slashes.

Example: http://10.86.132.141:7000/en-us/myfile.wav

Note: Call Studio expects the previous portion of the path to beC:\Cisco\CVP\VXMLServer\Tomcat\webapps.

Step 7 Save the modified application. No error messages should display.

Step 8 Right click customhelloworld in the Navigator tree and select Deploy.

Step 9 In the Folder box enter: C:\Cisco\CVP\VXMLServer and click Finish to deploy the modifiedvoice application.

Step 10 Open My Computer and navigate toC:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin and double-clickupdateApp.bat to update the voice application on the VXML server. Press any key to closethe command window.

Step 11 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise,7005551234 for the standalone exercises.

Process User Input

Prerequisites: complete the custom media file exercise. Refer to Create Media Files Compatiblewith the VXML Gateway (page 143).

The following exercise asks a user to press either 1 or 2, then processes the response (includingany error input) and responds with one of several custom media files you create.

The exercise requires you to create the following custom media files to prompt or respond tothe user:

• ChoicesChoices.wav - Tells the user to press either "1" or "2".


145


Process User Input

• YouPressedOne.wav - Confirms the user choice was "1".

• TwoIsBetter.wav - Confirms the user choice was "2".

• JustDontGetIt.wav - Indicates that the user pressed something other than "1" or "2".

• holdmusic.wav - This is a preexisting file. Use it to indicate that the user did not pressanything, even after a second prompt.

Place the files in:

• If you are using IIS: C:\Inetpub\wwwroot\en-us\app

If you are using The VXML Server's Tomcat:C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

Note: For the file holdmusic.wav, just copy it fromC:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Inetpub\wwwroot\en-us\app (IIS),or C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app (Tomcat).

After you create and add the preceding files, complete the steps in the next task to modify thecustomhelloworld script to prompt the user, accept the user input, and play the proper choicemedia file.

Modify customhelloworld for User Input

In this exercise you modify the customhelloworld voice application to accept a user input (anumber) and provide audio feedback based on the number key the user pressed. The followingtask assumes you completed the tasks in Use the VXML Server as a Media Server for YourCustom Media Files (page 142).

Step 1 Access the all-in-one-box server using a program such as VNC Viewer.

Step 2 Open the Call Studio application and open the customhelloworld voice application you modifiedin Use the VXML Server as a Media Server for Your Custom Media Files (page 142).

Step 3 Select the Audio_01 element, click it and rename the element to choices.

Step 4 Again, select the Audio_01 element and click the Audio tab and expand the Audio Groups treeto access audio item 1.

Step 5 Use Default Audio Path should be deselected.

Step 6 In the URI box enter:

If you are using IIS: http://<IP address for IIS>/en-us/app/ChoicesChoices.wav using forwardslashes.

http://10.86.132.142/en-us/app/ChoicesChoices.wav


146


Process User Input

If you are using The VXML Server's Tomcat: http://<IP Address for CVP All-in-oneBox>:7000/en-us/app/ChoicesChoices.wav using forward slashes.

Example: http://10.86.132.141:7000/en-us/app/ChoicesChoices.wav

Step 7 Select the link between the choices element and the CVP Subdialog Return_01 element anddelete it.

Step 8 Move the CVP Subdialog Return_01 element to the bottom left of the work area.

Step 9 Right click the choices element and click Copy.

Step 10 Make four copies of the choices element and line them up just above the CVP SubdialogReturn_01 element.

Step 11 Rename the four elements as follows:

Elements:

• DontGetIt

• U_Pressed_1

• U_Pressed_2

• HoldOn

Step 12 For each of the four audio elements, select its Audio tab, expand the Audio Groups tree, DeselectUse Default Audio Path, then replace ChoicesChoices.wav in the URI to reflect the custommedia file each element represents, as follows:

Replace:

• DontGetIt - Replace with JustDontGetIt.wav

• U_Pressed_1 - Replace with YouPressedOne.wav

• U_Pressed_2 - Replace with TwoIsBetter.wav

• HoldOn - Replace with holdmusic.wav

Step 13 In the Elements tree, expand the Number Capture folder and drag Digits onto the work space.Position it just below the choices element.

Step 14 With Digits selected, click the Settings tab and enter the following settings:

Settings:

• DigitsMaxNoInput - 1

• DigitsMaxNoMatch - 1


147


Process User Input

• Min Digits - 1

• Max Digits - 1

• Use the defaults for all other settings.

Note: Select a setting and hold the mouse over it to view a description of that setting.

Step 15 Select the choices element, click its Audio tab, expand the tree and copy the value of the URIfield.

Step 16 Digits_01 also has an audio item 1 setting. Click its Audio tab, expand the tree and, in its URIbox, paste the URI definition from choices. This configuration allows the application to replaythe ChoicesChoices.wav file if the user does not provide input in the time frame indicated inDigits_01.

Step 17 From the Elements tree, drag a Decision element onto the work space and position it below theDigits_01 element.

Step 18 With the Decision element selected, click Use Decision Editor.

Step 19 Use the following substeps to create the decisions shown in the following sample screen:

Figure 78: Call Studio - Create Decision States

a. For First Argument the Decision element accepts an input from Digits_01 and places it inValue.

Select the following items from their drop-down menus:

• Argument Type - Element Data

• Element Name - Digits_01


148


Process User Input

• Variable Name - Value

b. For Operator select equal (numeric).

c. For Second Argument indicate the expected value as follows:

• Argument Type - Constant Number

• Constant Number - 1

d. In the Exit State box (upper right corner), type U Pressed 1 to create a name for thisnewly defined expression.

e. Click OK to save the expression.

Step 20 Right click a blank area in the Expression portion of the window and select Add New ExitState.

Step 21 Follow the preceding substeps to create a second expression. In this expression the value ofConstant Number is 2 and the name you give the Exit State is U Pressed 2.

Step 22 For the error exit state, select Otherwise Return Exit State and type in DontGetIt to identifythe DontGetIt audio element.

Step 23 Arrange all the elements as shown in the following example. You will make the connections inthe next step.


149


Process User Input

Figure 79: Call Studio - Logic for Getting User Input

Step 24 To connect the elements, complete the following substeps:

a. Right click choices, select Exit States > Done and click Digits_01.

b. For Digits_01 there are three exit states. Connect Done to Decision_01, max_nomatchto DontGetIt, and max_noinput to HoldOn.

c. Decision_01 also has three exit states. Connect DontGetIt to the DontGetIt audio element;connect U Pressed 1 to the U_Pressed_1 audio element; connect U Pressed 2 to theU_Pressed_2 audio element.

d. Complete the logic by connecting the Done exits from each audio element to the CVPSubdialog Return_01 element.

e. Check that your connection patterns are the same as the ones in the preceding example.

Step 25 Right click customhelloworld in the Navigator tree and select Validate.

Validation successful displays in the status bar at the bottom of the Builder window. Or, if thereis a validation issue, it displays in the Call Studio Problems window/tab below the work area.

Step 26 Save the modified application. No error messages should display.

Step 27 Right click customhelloworld in the Navigator tree and select Deploy.


150


Process User Input

Step 28 In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modifiedvoice application.

Step 29 Open My Computer and navigate toC:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin and double-clickupdateApp.bat to update the voice application on the VXML server. Press any key to closethe command window.

Step 30 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise,7005551234 for the standalone exercises.

The results of user input should be the following:

• User presses 1; user hears YouPressedOne.wav.

• User presses 2; user hears TwoIsBetter.wav.

• User presses any other digit; user hears DontGetIt.wav.

• User does not press a digit; user hears ChoicesChoices.wav and then holdmusic.wav.


151


Process User Input


152


Process User Input

Troubleshooting Tips and TechniquesThis section provides common troubleshooting tips and techniques you can use to troubleshootthe getting started exercises and your own Unified CVP projects.


• General Troubleshooting Notes, page 153• Voice Gateway Troubleshooting Issues and Tips, page 156• VXML Server Troubleshooting Issues and Tips, page 162• Call Server Troubleshooting Issues and Tips, page 165• Reporting Server Troubleshooting Issues and Tips, page 165• Call Studio (customhelloworld) Troubleshooting Issues and Tips, page 166• Troubleshooting the Comprehensive Call Flow Exercise, page 168• Using Unified ICM Script Monitoring to Track Call Progress, page 173

General Troubleshooting Notes

This section summaries general troubleshooting tips. It references other sections of thetroubleshooting chapter for specific procedures.

Note: The following section applies to both standalone and comprehensive exercises.

Common Audio Responses, Error Messages, and Issues with Solutions

The following table summaries the most common audio error messages you may receive whenrunning the exercises in this guide. It provides causes for the messages and may direct you toone or more related troubleshooting procedures.

Common Causes and Troubleshooting ReferencesMessage or Issue Synopsis


153

Chapter 12

Check the following:You place a test call and immediately receivea busy signal.

• Try pinging or Telnet to the voice gateway to be sure it is up.

• Use dir to examine the files on the gateway and be sure you transferred:

– CVPSelfService.tcl

Refer to Transfer Bootstrap and .WAV Files to the Gateway (page 47).

• A busy signal is the response on a POTS phone if you dial a numberthat is not configured in the exercise. Be sure you dialed the numberthat is configured in the gateway's dial-peer for this exercise.

Check the following:Call immediately hangs up with no voicemessages or any other indication of theproblem; or rings once and hangs up. • Access the voice gateway and, using the dir command, be sure you

transferred CVPSelfServiceBootstrap.vxml from the Unified CVPserver to the gateway.

• If you did not copy critical_error.wav to the gateway and there is acritical error, such as the VXML server being down; the gateway willimmediately end the call.

Copy critical_error.wav to the gateway. Refer to Transfer Bootstrapand .WAV Files to the Gateway (page 47). Try the call again. If youthen receive the critical error message, examine the critical error entryin this table for more suggestions.

If you set up the alternate response version of the customhelloworld voiceapplication (which was the holdmusic.wav file), this is the proper responseto the customhelloworld exercise.

You hear holdmusic.wav, or, you should hearholdmusic.wav and you hear a TTS response.

If you modified customhelloworld to use the .wav file but it still plays theTTS voice message you configured:

• If you modified the customhelloworld exercise to its non-TTS version,be sure you used updateApp.bat to force the VXML server to load thenew version of the application. (You can also restart the VXML serverto accomplish this.)

• Double-check the URI information you entered for customhelloworldin Call Studio. Refer to Optionally, Modify and Redeploy (Update) thecustomhelloworld Application as a Non-TTS Exercise (page 68).

Check the following:Your call cannot be completed as dialed.Please consult your directory and call again,or ask your operator for assistance. • You may have dialed the wrong number. Be sure you dialed the number

you configured for the exercise.


154

Chapter 12: Troubleshooting Tips and Techniques


• Using sh run examine the voice gateway running configuration file.Be sure there is a dial-peer defined for the number you called.

• For VoIP calls, be sure you have created the proper route pattern inCommunications Manager for the dial number you used. Refer to Definethe Route Patterns (page 32).

Check the following:critical_error.wav: I'm sorry we arecurrently experiencing system problems and

• If the error occurred when you dialed the number for HelloWorld,examine the voice gateway application definition for HelloWorld and

are unable to process your call. Please tryagain later.

ensure that the IP address you used when you edited the file is correctfor the VXML server.

• If the error occurred when you dialed the number for customhelloworld,examine the voice gateway application definition for customhelloworldand ensure that the IP address you used when you edited the file iscorrect for the VXML server.

• If the error occurred when you called the number for customhelloworld,be sure the customhelloworld voice application exists and has beendeployed to the VXML server. Refer to Deploy the Custom Applicationon the VXML Server (page 66).

To determine which applications are deployed to the VXML serverbrowse to C:\Cisco\CVP\VXMLServer\admin and run status.bat.

• Is the VXML server running? Using the Operations Console, selectSystem > Control Center and check the status of the VXML server.If it is Not Reachable, try to select the server and Start the server.

Note: Select a Refresh option and click Go (located above the tablebeside the Refresh selection) to refresh the table display.

• Check the Unified CVP server status from the physical server that hostsit. If the CVP server is down, the VXML server is also down.

• Try restarting the Unified CVP server, then recheck the VXML statusin the Operations Console (System > Control Center) to see it the VXMLserver is now Up.

Check the following:I'm sorry, we are experiencing difficulties.Please call back at a later time.

• From the Operations Console select System > Control Center andverify that the VXML server status is Up. If it is not up, try starting itfrom the Operations Console.

• For the TTS version of the customhelloworld exercise, be sure the TTSserver is running.


155



• For additional customhelloworld exercise troubleshooting, refer to CallStudio (customhelloworld) Troubleshooting Issues and Tips (page 166).

Things to consider:We are currently experiencing heavy callvolume. Please hold, your call will be

• You may have tried to make calls immediately after you restarted theUnified CVP server. This could cause calls to "back up" because theyare not ending properly.

answered in the order it was received....pleasecontinue to hold.

We are currently experiencing heavy callvolume. Please try your call again later. To check for backed up calls on the Unified CVP server open the File

Manager and navigate to: C\Cisco\CVP\VXMLServer\admin and runstatus.bat. If the status window shows "Active Callers" it means thatcalls are not being completed. The test license for the all-in-one-boxallows a maximum of 30 callers, therefore, if calls are not beingcompleted, you could receive the heavy call volume message. Youwould also notice that 30 ports are allowed and but zero ports areavailable.

• Restart the VXML server to clear the calls (from the Operations Consolechoose System > Control Center and restart). Then try your call again.Be sure to give the server time to come up.

Things to consider:I'm sorry, there was a problem with thisapplication. Please call back later.

• Be sure the application name is spelled properly in the gatewayconfiguration, including upper/lower case.

Examples: HelloWorld and customhelloworld

Voice Gateway Troubleshooting Issues and Tips

The following topics provide troubleshooting help and management tips for the voice gatewayshown in the flow charts for the getting started exercises. Refer to Call Flow Model ExercisesUsed in this Guide (page 10).

Verify that the Voice Gateway is Added to the Operations Console and is "Reachable"

You added the voice gateway to the Operations Console in Add the Voice Gateway to theOperations Console (page 45). Verify that the gateway is defined to the console and is reachableby using the following procedure:

1. Using VNC Viewer or a similar program, access the Unified CVP server or virtual machineand, to start the Operations Console program, choose Start > Programs > Cisco UnifiedCustomer Voice Portal > Operations Console.

2. Log into the Operations Console using the password you established during the UnifiedCVP installation process.


156



3. From the Operations Console menu, choose Device Management > Gateway. A listdisplays of all the gateways you have defined. Each gateway status should be Configured.

4. Using the radio button to the left of the gateway name, select the gateway you are usingfor these exercises and click Edit.

5. Select IOS Commands > Show Version. After a few seconds, the version informationthat the Operations Console retrieved from the gateway displays.

6. If you do not receive the version information, be sure the gateway is properly defined tothe Operations Console; choose Device Management > Gateway > select the gateway> Edit. Refer to Add the Voice Gateway to the Operations Console (page 45) for additionalinformation about defining the gateway. Be sure that the console has the proper usernameand password for the gateway; otherwise, it cannot access the gateway.

Gateway Command Line - Commands Useful for the Exercises

The following table lists gateway command line commands that are useful for these exercises.

DescriptionCommand Name

Enter enable mode. You must be in this mode to perform most operations exceptviewing logs. You must furnish the gateway enable password.

en

Displays help.?

If you are listing a configuration file on the gateway, stops the listing so you canenter a new command.

ctrl-z

Shows the running configuration.sh run

When the gateway displays the configuration, it will display more after a screenfull of data. Press Enter to show one more line; press the Spacebar to show onemore "page."

Shows the startup configuration.sh startup

Shows hardware and software version information, memory information and more.sh version

Displays the current log file.sh log

Clears all logging information (such as debug information) from the log file.clear logging buffer

Enters terminal configuration mode. In this mode you can enter changes to therunning configuration. Configuration mode is described in the section UsingTerminal Configuration Mode to Alter the Running Configuration (page 160).

config t


157



Use Ctrl-z to leave terminal configuration mode.

Copies the running configuration to the filename you specify. The file will becreated in the gateway root directory. Press Enter at the initial confirmation. Thentype y and press Enter to complete the copy command.

copy run <filename>

Copies the startup configuration to the filename you specify. The file will be createdin the gateway root directory. Press Enter at the initial confirmation. Then typey and press Enter to complete the copy command.

copy startup <filename>

Overwrites the current startup configuration file with the current runningconfiguration.

copy running-config startup-config

Copies a previously saved configuration file back to the startup configuration. Ifyou have saved a copy of the startup config file before you started working on

copy <mysavedconfig> startup

these exercises, this command could be used to restore the startup configurationto its original values so you can perform the exercises again or perform a variationof the exercises. You will also need to use the reload command to transfer therestored startup configuration to the running configuration.

Displays the list of files in the root directory (assuming you have not changeddirectories). Can use * as a wildcard, example: dir *.tcl displays all the files withthe .tcl extension.

dir

Deletes a filename such as a configuration file you previously saved. The systemwill provide two confirmations. For the first, just examine the filename and path

del <somefilename>

and be sure it is correct, then press Enter. If you try to confirm the first messagewith a y, the system tries to delete a file named y. Confirm the second prompt withy.

Display the contents of the file. If the file has more lines than display on one screen,press Enter to display an additional line; press Spacebar to display an additionalscreenful of lines.

more <somefilename>

There are a large number of debug commands. These commands put additionalinformation into the gateway log files.

debug

To show the first level of debug command, in enable mode, enter: debug ?

To see additional layers, enter an expanded command followed by the "?" such as:debug voip ?

Some helpful commands for troubleshooting these exercises are:

• debug voip dialpeer default - default debugging for dial peers

• debug voip app vxml inout - VXML subsystem entry/exit messages


158



On the command line, enter the debug command, preceded by "no" to turn thatspecific debug command off. Example: no debug voip dialpeer default

no debug

Voice Gateway Debug Commands and Log Files

This section provides information about using and interpreting the voice gateway debugcommands.

Note: The following commands are entered on the gateway command line through a Telnetsession, unless you are directly connected to the gateway.

Command to Use or Suggestion Regarding IssueDescription of Command or Issue

no debug allTurn off all debug logging.

clear logClear the gateways' debug logs so that you will have onlyfresh information related to a call issue.

Commands to add back specific logging:Add back specific logging.

• debug voip dialpeer default• Default debugging for all dial peers

• •VXML subsystem entry/exit messages debug voip app vxml inout

•• debug ccsip allSIP debugging

Check the application definition in the gatewayconfiguration. Be sure the name of the application is enteredexactly as the application is actually spelled.

Example Log message received:**CVP**85C28020C56C11DD800ED5D4E76F3954**helloworld**ERROR:

10.86.132.141, CVP VXML Server emergency

error occurred such as an invalid

application. Call is dropped. For example: HelloWorld, and customhelloworld

Try copying the URL information and pasting it into yourbrowser. The browser should display additional information.

You receive a URL in the log file.

View, Copy, Print the Voice Gateway Configuration File

You can use the following procedure to access the gateway configuration file to verify that themodified file you created properly supports the getting started exercises.

You added the voice gateway to the Operations Console in Add the Voice Gateway to theOperations Console (page 45). Access either the startup-config or the running-config file fromthe Operations Console as follows:


159



1. Using VNC Viewer or a similar program, access the Unified CVP server or virtual machineand, to start the Operations Console program, choose Start > Programs > Cisco UnifiedCustomer Voice Portal > Operations Console.


3. From the Operations Console menu, choose Device Management > Gateway. A listdisplays of all the gateways you have defined. Each gateway status should be Configured.

4. Using the radio button to the left of the gateway name, select the gateway you are usingfor these exercises and click Edit (or just click the name of the gateway).

5. Select IOS Commands > Show running-config (or Show Startup-config). After a fewseconds the gateway configuration file displays.

6. You can now examine the file, or copy the file using a mouse or standard Windows selectand copy operations, then paste the file into Notepad for further examination or printing.

Gateway Configuration File

The following are general notes about the contents of the gateway configuration file:

• For the most part, all items in the configuration file are case insensitive. However, whendefining a voice application to the gateway, the value for the parameter CVPSelfService-appmust be given exactly as the application is stored on the Unified CVP server. For example:param CVPSelfService-app HelloWorld (upper and lower case) is used because thatapplication is stored on the server using upper and lower case letters.

• If you change the service definition (within the gateway configuration file) for a givenapplication, you must reload that service on the gateway for the changes to be effective. Forexample, if you changed the service definition for customhelloworld, you need to enter (onthe command line): call app voice load customhelloworld

Note: If you change the actual definition of the application (using Call Studio), it is notnecessary to reload the application definition on the gateway; that definition has not changedand is not affected by the application changes made in Call Studio.

Using Terminal Configuration Mode to Alter the Running Configuration

Entering config t on the command line, causes the gateway to enter Terminal Configurationmode. In this mode you can add, delete, and change lines in the running configuration.

Gateway Configuration "Submodes"

Many sections of the gateway configuration contain similar "subsections." For example, in theapplication section of the gateway configuration, you have the definitions for several applications.


160



To change a specific line of an application definition using config t mode, first you would needto enter the sub-modes needed to identify the exact line you want to change.

For example, suppose you dumped the contents of the change file for the getting started exercisesinto the configuration file and then used sh run to examine the new configuration results. Inthe application section, you saw the following definition for HelloWorld and realized that theIP address should have been "141" not "142."

applicationservice helloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer 10.86.132.142 paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld

You need to enter the following commands to change just that line of the gateway configuration:

1. config t

Enter configuration terminal mode from enable mode.

2. application

Switch to the "application" sub-mode. The system appends "-app" to the prompt. Example:ccub-doc-gw4 <config-app>#

3. service helloworld

There are several "application" definitions; you enter a deeper sub-mode that deals onlywith the definition for HelloWorld. The prompt changes to: ccub-doc-gw4<config-app-param># and you can now add the actual parameter information.

4. param CVPPrimaryVXMLServer 10.86.132.141

Enter the new configuration line and the system will overwrite the previous line.

5. <Ctrl-z>

Leave configuration mode.

6. sh run

Examine the revised running configuration and be sure the definition for the HelloWorldapplication is now correct.


161



VXML Server Troubleshooting Issues and Tips

The following topics provide general troubleshooting procedures for the VXML server as wellas tips for specific issues.

Check the Status and/or Restart the VXML Server

You can check the status of the VXML server (either UP or Not Reachable), and you can shutdown and restart the server, from the Operations Console as follows:

1. Using VNC Viewer or a similar program, access the console of the Unified CVP serveror virtual machine.

2. To start the Operations Console program, choose Start > Programs > Cisco UnifiedCustomer Voice Portal > Operations Console.


4. From the Operations Console menu, choose System > Control Center.

5. Check the status of the VXML server. It should be Up.

6. Depending on the issue you are trying to remedy, you may need to start the server, or shutdown and restart the server. Select the server using the radio buttons at the left edge of the"Network Map" and click Start or Shutdown.

7. A status message indicates that the command has been sent to the server. Wait at least oneminute, then reselect System > Control Center from the menu and recheck the serverstatus.

8. Apply another operation (Start or Shutdown) as needed.

Restart the VXML Server Using Windows Services Management

The VXML server is actually a service running on the Unified CVP server. You can restart theVXML server by restarting the VXML service from Windows Services management on theUnified CVP server as follows:

1. To access Windows Services management, select My Computer (rt click) > Manage >Services and Applications > Services.

2. Select Cisco CVP VXML Server.

The service description displays to the left of the entry.

3. Within the description, click Restart.


162



Note:

• This method will restart the service more quickly than restarting it through the OperationsConsole using System > Control Center.

• If you are unable to restart the VXML Server refer to VXML Server Not Reachable and YouCannot Restart it (page 163).

VXML Server Not Reachable and You Cannot Restart it

If you check the status of the VXML server from the Operations Console and its status is NotReachable, try the following:

• If you have not already tried them, try the methods to restart the server from within theOperations Console and from Windows Services Management as explained in Check theStatus and/or Restart the VXML Server (page 162) and Restart the VXML Server UsingWindows Services Management (page 162).

• Reboot the all-in-one server, then recheck the VXML server status in the Operations Console.It must be Up to successfully perform the exercises.

Access the VXML Server Administrative Batch Files

The VXML Server administrative batch files provide control over the voice applications deployedto the VXML server and provide status information about the deployed applications. To accessthe batch files:

1. Open a file browser within the all-in-one-box server.

2. Browse to the location of the application you need to administer, as follows:

– C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin

– C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin

The following table describes each batch file.

Batch File UseBatch File Name

Deploys your custom application to the VXML server.deployApp.bat

Note: Be sure to use deployApp.bat not deployApp.sh.

Suspends the application. After all calls are handled, removes the application from servermemory.

releaseApp.bat

Restarts a suspended application.resumeApp.bat


163



Plays "application suspended" message for new calls; continues to handle older, activecalls.

suspendApp.bat

Updates a deployed application with changes made to it in Call Studio, then redeploys theapplication.

updateApp.bat

Provides running and current call handling status for the application, as follows:status.bat

• Running status

• Active callers requesting this application

• Number of sessions waiting to end

Access, Read, and Clear the VXML Server Log Files

To access, read, and clear the VXML Server log files:

1. Open a file browser within the all-in-one-box server.

2. Browse to the location of the application you need to examine, as follows:

– C:\Cisco\CVP\VXMLServer\applications\HelloWorld\logs

– C:\Cisco\CVP\VXMLServer\applications\customhelloworld\logs

The following table describes the log files in each log folder.

Log File UseLog Folder Name

Provides start and exit information for each element in the voice application for each callflow.

ActivityLog

Provides a log of administrative operations such as start server, deploy an application,update an application, and so on.

AdminLog

Indicates that data has been sent to the reporting server.CVPDatafeedLog

SNMP events for levels 1 through 5 for this application.CVPSNMPLog

Provides error information for each call.ErrorLog


164



Call Server Troubleshooting Issues and Tips

The earlier section Common Audio Responses, Error Messages, and Issues with Solutions (page153) contains error indications that include problems with the call server. The followinginformation supplements that section.

Call server status is partial:

• An immediate busy signal usually indicates an issue with the gateway or a call server that isdown.

• This is normal status for the standalone applications because the call server is not connectedto Unified ICM.

• In the comprehensive exercise, a status of partial usually indicates a problem with theconfiguration of the PG connecting Unified CVP to Unified ICM. Refer to Troubleshootingthe PG Installed on the Unified CVP Server (page 172).

Note: You do not need a license file for the test implementation of the call server. However,the test implementation is limited to thirty simultaneous calls. This means that, if, for somereason, calls are not being completed and are stuck in the system, additional calls (over 30) willnot go through and will be logged as errors.

Reporting Server Troubleshooting Issues and Tips

The following table provides troubleshooting information for the Reporting server:

DetailsIssue or Tip

Check the status of the reporting server from the Operations Console. ChooseSystem > Control Center

Status of the reporting server

From the Operations Console menu, choose Device Management > ReportingServer > click the reporting server link. On the Edit Reporting ServerConfiguration window, click Statistics.

Check for call events being sent to thereporting server.

You should see events received and you should see Database Writes. If yousee events, but do not see database writes, be sure you followed the followingprerequisite:

The CVP VXML Standalone Server with Reporting exercise uses the ReportingPackage, one of the Unified CVP installation selections. This package requiresthe hostname or Windows hostname for the Unified CVP server to be 12characters or less and the hostname cannot include any dashes.

In the example exercises, the server hostname is DOCCVP801.


165


Call Server Troubleshooting Issues and Tips

If the hostname does meet these requirements, the exercises do work properly,and do generate call reporting events. However, no data is written to theInformix database.

Call Studio (customhelloworld) Troubleshooting Issues and Tips

The following table includes common problems encountered in Call Studio when creating thecustomhelloworld voice application.

Possible Resolutions and Troubleshooting ReferencesCall Studio Issue

Examine the Call Studio Problems tab at the bottom of the Builderwindow. You see the message: The value of the setting "Caller Input"

You attempt to validate the customhelloworldapplication and receive the message:

cannot be left blank or contain the following characters: <, >, ", ',and &.

customhelloworld: Validation failed. Please seeCall Studio Problems view for details.

Scroll the Call Studio Problems tab to the left and you will see theproject name and the element Location that contains the problem.Click the element referred to in the error message (in this case: CVPSubdialog Return_01). Note that Caller Input is blank. Enter yes inthe Value column for Caller Input to indicate that you do want theapplication to return a value when the application receives a call. Tosee an example of the error and its resolution, refer to Subdialog Return- Caller Input Error (page 168).

You need to use deployApp.bat, not deployApp.sh.You are trying to deploy the voice application onthe VXML server.

If you see the message: Windows cannot openthis file: deployApp.sh. Use the Web service tofind the appropriate program.

The error message continues:You are trying to deploy the voice application onthe VXML server and see a message indicating:

This could happen if loggers encountered errors on initializationwhich prevented them from being activated. It could also happen if

the application is loaded and is running howevererrors were encountered while initializing theapplication. start of application class(es) that were configured not to cancel the

deploy/update encountered errors while executing.

See the application error log or the global error log for descriptionsof the error(s) encountered.

Ignore this message for these exercises.

From Call Studio, examine the following:You attempt to deploy the customhelloworldapplication from within Call Studio and receivethe message: Validation Failed.


166



• Call Studio Problems tab, displayed below the design window,provides configuration error information.

• Use Default Audio Path must be deselected so that the applicationprovides the defined path, and not the default path, when youimplement the non-TTS version of the exercise.

Complete the following actions to help isolate the problem:You complete the customhelloworld exercise andcall its DN and receive the message:

• Assuming you previously performed Exercise #1 successfully, tryplacing the HelloWorld call.I'm sorry, we are experiencing difficulties. Please

call back a later time.Note: If the HelloWorld call goes through, the voice gateway,VXML server, and Unified Communications Manager are allworking and the issue is with some aspect that is unique to thecustomhelloworld implementation.

• On the Unified CVP server, fromC:\Cisco\CVP\VXMLServer\admin, run status.bat to verify thatcustomhelloworld is running on the VXML server. You can alsosee if there are active callers or sessions waiting for thecustomhelloworld application.

• If you are performing the TTS version of this exercise, be sure thatyou put text into the TTX box.

• If you created customhelloworld to play a text message, the TTSserver is a unique link in the customhelloworld exercise. (In theprior exercise, the HelloWorld application does not require a TTSserver.) Access the TTS server and verify that its status is Up.

• If you are performing the non-TTS version of the exercise, be surethe link to the audio file is typed correctly in the URI box and thename of the .wav file is spelled correctly.

• Be sure the wave file you are trying to access (non-TTS version ofthe customhelloworld exercise) has been copied to:C:\Cisco\CVP\VXMLServer\IIS\webapps\CVP\audio.

• Access the voice gateway configuration file and verify that itproperly points to the TTS server. Refer to View, Copy, Print theVoice Gateway Configuration File (page 159) and to Modify theSupplied Gateway "Changes" File to Use with the Getting StartedExercises (page 49).

You left the original TTS response typed into the TTS box of the audioelement (as suggested). The application first attempts to locate and

You call the customhelloworld DN and insteadof the expected holdmusic.wav response, youhear the TTS response you created earlier. play the designated audio file. When it cannot do so, it attempts the

text response. Because it is playing the text response, you know thatcustomhelloworld is working. However, the URI you entered isprobably incorrect.


167



Subdialog Return - Caller Input Error

The Subdialog Return element requires a yes or no value for its Call Input parameter. In thefollowing screen example, the user first left the Caller Input value blank. When the user triedto validate the application, the user received error shown in Call Studio Problems. The screenshot shows the user then typed in yes to fulfill the requirement. When the user tries to validatethe application again, the error will no longer be displayed.

Figure 80: Call Studio - CVP Subdialog Return Element - Caller Input Error

Troubleshooting the Comprehensive Call Flow Exercise

Much of the following troubleshooting information is specific to the comprehensive exercise.Use this information in conjunction with the previous troubleshooting topics.


168



Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise

For the comprehensive exercise, there are a number of servers and services that must be Up. Itis possible that one or more of these elements was turned off or not enabled during theconfiguration process.

You can verify the condition of these elements using the following checks. If the elements arenot up, the following instructions also explain how to turn the elements on. and present likelycauses for elements that have not ready conditions.

• ICM Services - Log into the Unified ICM server and double click the ICM Service Controlicon.

Some of these services are shut down during configuration. If necessary, select any of thefollowing services that are Stopped and click Start.

– Cisco ICM icm Distributer

– Cisco ICM icm LoggerA

– Cisco ICM icm RouterA

Note: In the previous service names, icm refers to the Unified ICM instance you are usingfor this exercise.

• CVP Servers - Log into the all-in-one-box server and open the Operations Console. SelectSystem > Control Center.

– The call server should be Up. If it is Down, or if its status is Partial:

Examine the Hostname and IP address; if this information is correct, select the server andclick Start. Then select Refresh: Every 30 Seconds, and click Go. Wait at least twominutes.

If the hostname is incorrect, click the server link and make the change, then click Save &Deploy. If the IP address is incorrect or if you need to select services to activate (ICM,IVR, and SIP should be selected), you must delete this definition and add a correct one.Refer to Identify and Configure the Call Server In the Operations Console (page 98).

Note:

• If you deploy a new server definition with a new hostname for the call server,you must select the VXML server definition, select the new call server forthe Primary Call Server and select Save & Redeploy to save and redeploythe VXML server.

• If the status of the call server is Partial, check the status of the PeripheralGateway, as described in the next main bullet: Peripheral Gateway on theUnified CVP Server.


169



– The VXML Server status should be Up. If it is Down, examine the Hostname and IPaddress. If this information is correct, select the server and click Start; select Refresh:Every 30 Seconds, and click Go. Wait at least two minutes.

If you need to change the server definition, click the server link. You can update theHostname and Primary Call Server selections, but if the IP address is wrong, delete thedefinition and add one with the proper IP address. Refer to Add the VXML Server to theOperations Console (page 102). You must click Save & Deploy to make your changeseffective.

Note: If you have to delete the VXML server definition and add one with a corrected IPaddress, you must redeploy the customhelloworld voice application. Refer to Deploy theCustom Application on the VXML Server (page 66).

– The Gateway status on the Control Center - Network Map will be N/A. To ensure that theingress gateway is up, click the link for the gateway entry in the table and on the EditGateway Configuration window, select IPS Commands > Show Version. The versioninformation for the gateway displays. If you get a Failed to authenticate message, be surethe Username and Passwords fields for the gateway have the correct entries and Save ifnecessary. If you still cannot reach the gateway, try to telnet or ping the gateway server.You may need to reload the server.

• Peripheral Gateway on the Unified CVP Server - Log into the Unified CVP server anddouble click the ICM Service Control icon. If the PG is not running, try to start it. If it doesnot start, refer to Troubleshooting the PG Installed on the Unified CVP Server (page 172).

• Communication Manager - Point a browser at the CM server and log into the administrationinterface. Select Device > Trunk > Find and verify that you have route patterns defined forthe comprehensive call flow exercise (8005557777 and 7005557777 in this example). Thedial numbers should be associated with a CVP trunk that is, a trunk you defined that pointsto the Unified CVP server. (Scroll down and examine the SIP Information section DestinationAddress field.

• TTS Server - If HelloWorld works properly, but customhelloworld does not (and you areusing the TTS version of customhelloworld), log into the server that is hosting the TTS serverand verify that the TTS server is running.

• HelloWorld and customhelloworld Applications - To verify that these voice applicationsare running on the VXML server, log into the Unified CVP server and, using a file browser,go to C:\Cisco\CVP\VXML Server\admin, and double-click status.bat.

The command window that opens provides the status of HelloWorld and customhelloworld.If they are not Running, refer to Access the VXML Server Administrative Batch Files (page163).

Common Problems with the Comprehensive Exercise

The following table includes common symptoms and possible causes for failure of thecomprehensive exercise calls.


170



Note: The following table focuses on ICM-specific and comprehensive-unique issues. Manyissues common to the standalone exercises, have their counterparts in the comprehensive exercise.For more suggestions and other error messages, refer to the troubleshooting tips in CommonAudio Responses, Error Messages, and Issues with Solutions (page 153).

Possible CausesError Response orMessage

Open the ICM Service Control tool. If Cisco ICM icm RouterA is not started, it will causethis effect.

Neither DN provides anyresponse...the line is silentand the call does notconnect or terminate. Some PG issues will cause the issue of no response at all. For example, the PG type must

be type 10. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page172).

Open the ICM Script Editor with the script for the call that does not work. Select Script> Monitor Script and place the call again. Monitor mode will indicate how far the call isprocessed through the script.

One DN works properly, butthe other does not work.

Be sure you have saved the latest Unified ICM call script. If it was not saved, save thescript and retry the call.

Check the connections on the calls script, refer to Add Call Transfer to the Exercise (page138).

Be sure the ECC variables you added are spelled properly, especially the variables used inthe ICM script. If you must add a correctly spelled variable that was used in the script, besure to update the corresponding Set Variable element in the ICM script.

I'm sorry, we areexperiencing difficulties.Please call back at a latertime.

An incorrectly spelled or configured user.microapp.ToExtVXML will cause this problem.


There is no response to thecall.

An incorrectly spelled or configured user.microapp.media_server will cause this problem,for example, if the IP address is not the Unified CVP server IP address.

An incorrectly spelled or configured user.microapp.app_media_lib will cause this problem.


There is no response and thecall disconnects after a fewseconds.

An incorrectly spelled or configured user.microapp.UseVXMLParms will cause thisproblem.

In Script Monitor mode, check the ICM script editor for the DN. Is the script connectedproperly? Refer to the configuration screen shots in Add Call Transfer to the Exercise (page138).

I'm sorry, we are currentlyexperiencing systemproblems and are unable to


171



process your call. Please tryagain later

Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 172).

Be sure you properly created the Dialed Number entries using the correct numbers for thisexercise. Refer to Configure Dialed Numbers (page 127).

Once you create the proper DN entry, you must also create the proper Call Type Managerentry for the new DN. Refer to Create a Call Type Manager Entry Routing Script and CallSchedule (page 136).

In Script Monitor mode, check the ICM script editor for customhelloworld. Is the scriptconnected properly? Check the connection from RunExt. Script to Label; it must be

The customhelloworldmessage plays, but the call

connected from the checkmark to the Label element. Refer to the configuration screenshots in Add Call Transfer to the Exercise (page 138).

does not transfer to thedesignated VoIP extension.

Open the Operations Console and select System > Control Center.Busy Signal

The status of the call server is Partial. Refer to Troubleshooting the PG Installed on theUnified CVP Server (page 172).

Troubleshooting the PG Installed on the Unified CVP Server

The following table lists configuration elements that can prevent the PG from working. It alsoshows where those elements are found so you can check them for accurate configuration.

Note: If you need to modify the PG configuration, first you must stop the PG service. Be sureto restart the service after you save the new configuration. To stop and start the service, log intothe Unified CVP server and double click the ICM Service Control icon. Select the PG serviceand click Stop or Start as appropriate.

Possible CausesIndication

When you run icmsetup on the Unified CVP system, you must use the same instancename that you used to create the ICM instance on the Unified ICM system.

Check the instance names by running icmsetup.

You must enter the number of PGs as a range (1-2 in this example). Refer to VerifyEnough PG Places Have Been Allocated on ICM (page 104).

The status of the call server ispartial but if you change the PGinstance to "2" the exampleworks.

The ICM system assigns this number when you add the PG using icmsetup on theICM system.

The status of the call server ispartial.

On the Unified CVP system, run icmsetup. On the Peripheral Gateway ComponentProperties window, enter the same Logical Controller ID the ICM system assignedpreviously


172



In this exercise, the gateway dial peer uses the label: 123456789> which will matchthe 1234567890 label configured in ICM for the VRU definition.

(message) I'm sorry, we arecurrently experiencing systemproblems and are unable to

To check for the proper label, in the ICM Communication Manager, choose Tools> Explorer Tools > Network VRU Explorer.

process your call. Please try againlater.

To check for the proper PG type, in the ICM Communication Manager, choose Tools> Explorer Tools > Network VRU Explorer. Click Retrieve; then select the PGyou created and examine its configuration.

There is no response at all whenyou make either the 8005557777or the 7005557777 call.

Using Unified ICM Script Monitoring to Track Call Progress

The ICM scripting tool provides a monitoring mode that enables you to track the progress of acall through the ICM script. This is especially helpful for complex scripts but even for the simplescripts in the comprehensive exercise, the feature provides the following valuable information:

• Indicates whether or not the call reached the ICM portion of the call flow.

• Indicates whether or not the call completed specific parts of the script and, if there is morethan one path in the script, which path the call took.

Enable ICM Script Monitoring

To enable the script monitoring function, complete the following steps:

Step 1 Log into the Unified ICM server and open the script editor.

Step 2 Open the script you need to monitor and click the monitoring icon (set of blocks with amagnifying glass) or select Script > Monitor Script.

The script editor displays the script with green boxes indicating how many times a call flowhas reached each box.


173



Figure 81: ICM Scripting Tool - Monitoring Turned On

Step 3 Place a call and wait for a few seconds.

In the following example, the user placed five calls with the following results:

• The Unified ICM system successfully set the variables for all five calls.

• Three of the calls completed properly as indicated by the 60% box.

• Two calls were terminated early (in this test, by the user hanging up) as indicated by the 40%box.

• None of the calls was sent to the error path as indicated by the 0% box.

Figure 82: ICM Scripting Tool - Monitoring Results


174



Note: In the comprehensive exercise you create two ICM scripts. To monitor the calls from theother dialed number, switch to the other ICM script.


175




176



Where Do I Go from Here?The Operations Console Online Help describes how to use the Operations Console to configureand perform basic monitoring of the components that make up the Unified CVP solution. Fordesign considerations and guidelines for deploying enterprise network solutions that incorporateCisco Unified Customer Voice Portal software, refer to the Cisco Unified Customer VoicePortal Solution Reference Network Design (SRND) (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html).

To start using Unified CVP in your production environment, refer to the documents availablein the Unified CVP documentation set.

Refer to...For More Information on...

Hardware and Software System Specification for Cisco Unified

Customer Voice Portal Software1The versions of software and hardware thatare required and compatible with the UnifiedCVP solution

Release Notes for Cisco Unified Customer Voice Portal2System requirements, features of the release,packaging information, limitations andrestrictions, and a list of known defects

Cisco Unified Customer Voice Portal Solution Reference Network

Design (SRND)3The Unified CVP product and how to planfor a Unified CVP deployment

Installation and Upgrade Guide for Cisco Unified Customer Voice

Portal4Installing Unified CVP software, performingan initial configuration, and upgrading fromearlier 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/products_implementation_design_guides_list.html

4) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html


177

Chapter 13





http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html





Refer to...For More Information on...

Configuration and Administration Guide for Cisco Unified Customer

Voice Portal5Setting up, running, and administering theUnified CVP product, including associatedconfiguration

Reporting Guide for Cisco Unified Customer Voice Portal6Configuring the reporting server andReporting Database and using reporttemplates to generate reports

Troubleshooting Guide for Unified Customer Voice Portal7Isolating and solving problems in the UnifiedCVP solution

Cisco Unified CVP VXML Server User Guide8Using the Unified CVP VXML software

Cisco Unified Call Studio User Guide9Using the Call Studio environment to createVXML applications and deployingapplications to the VXML Server

Say It Smart Specifications for Cisco Unified Customer Voice Portal10Configuration options for Unified CVPVXML Say It Smart plugins

Programming Guide for Cisco Unified Customer Voice Portal11Building components that run on the VXMLServer

Javadocs for Cisco Unified Customer Voice Portal are installed as part ofthe Cisco Unified Customer Voice Portal software installation.

Java application programming interfaces(APIs) to Unified CVP VXML software

Port Utilization Guide for Cisco Unified Customer Voice Portal

Software12The ports used by Unified CVP softwarecomponents

You can also find additional background information on related products and technologies inthe following documents:

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/products_installation_and_configuration_guides_list.html

7) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/

8) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html



11) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html

12) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html


178

Chapter 13: Where Do I Go from Here?




http://www.cisco.com/en/US/products/sw/custcosw/ps1006/







• Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal(http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html)

• 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, Release2.1(1)


179



http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html

http://www3.ietf.org/


180


GlossaryACD

Automatic Call Distributor.

AIN

Advanced Intelligent Network, a broad term encompassing a carrier's interface to adjunctcomputing devices like the Network Applications Manager.

ANI

Automatic Number Identification (calling party number).

Application

A specific set of customer call-processing business rules as captured in the customer's customNAM/ICM scripts, the customer's custom prompts, and any database lookups/API interactionsdefined to the NAM/ICM. Generally these rules will apply to a specific customer function.

Application Developer

The person who designs and writes the NAM/ICM scripts that comprise the logic of theapplication.

Application Prompts

The customer's custom prompts for use with their NAM/ICM scripts.

AS or App Server

Application Server, one component of the ISN. The VXML application responding the voicebrowser.


181

ASP

Application Service Provider.

Asynchronous Communications

See Out of Band Communications.

Automated Speech Recognition (ASR)

The ability to provide speaker independent voice recognition for gathering information formthe calling party.

Bearer Path

Term referring to the actual voice path (RTP stream in VOIP), as opposed to a data or signalingpath for call control.

Blind Transfer

Generally, a transfer is the handing-off of a call from one agent/number to another agent/skillgroup/number. In a blind (or single step) transfer, the transfer is made without the initial agentdetermining whether the second agent is willing/able to take the call and is thereby distinguishedfrom a consultative transfer. Blind transfer can be provided by a premise switch, an IntelligentNetwork, or through a VRU (when supported). The ISN supports blind transfer, referred to asVRU Blind Transfer.

Call Context

The collection of per-call information pertaining to a given call, used in conveying call (andcaller) information between call routing service points. Call context typically refers to the setof peripheral (call) variables and/or ECC data gathered for the call (that is, caller account number,PIN, and so on); this data is moved to the CTI desktop through translation routing and is alsoused in ICM reporting (Termination Call Detail and Call Route Detail).

Called party

The party who answers the second leg of a transferred call. They become part of the call whenthe ISN initiates an outbound call. Their only actions (as recognized by the ISN) are to either(a) answer the call or to (b) hang up.

Caller

The person who originates the session by picking up the phone and dialing the number whichterminates on an ISN port.

Call segment

Each time the call adds, drops or changes a participant, a segment ends and a new one starts.The first segment occurs between the caller and the ISN, the second between the caller and anagent (or other called party), the third may be either.


182

Glossary

Central Controller

The computer or computers running the ICM CallRouter and ICM database manager (Logger).In addition to routing calls, the Central Controller maintains a database of data collected by thePeripheral Gateways.

CICM

Customer ICM. In the optional two-tier service bureau (carrier) configuration, the CICM is thetier providing the carrier customer-specific routing function. CICMs receive customer-specificcall route requests from the NAM; they typically perform more elaborate scripted call routingusing customer-specific advanced services or agent and skill context. See NAM.

Consultative Transfer

Generally, a transfer is the handing-off of a call from one agent/number to another agent/skillgroup/number. In a consultative transfer, the transfer is made only after the initial agentdetermines whether the second agent is willing/able to take the call and is thereby distinguishedfrom a blind transfer. When ISN is deployed premise-based, it can be used as a switch, andqueuing point, for consultative transfer. (Note that ICM does not support consultative transferwith Network based switches or VRUs.)

CRS Admin

Application Administrator, an ISN configuration and administration tool with a Web browserinterface, which you use to perform tasks such as taking the Application Server engine in- andout-of-service, and monitoring system and call status.

CVP

Customer Voice Portal. Cisco interactive voice response unit; detects and responds to a caller'svoice and touch tone input during a call.

DDSN

Distributed Diagnostics and Service Network.

DLL

Dynamic Link Library.

DNIS

Dialed Number Information Service (called party number).

DTD

Document-Type-Definition. Syntax rules for an XML document.

DTMF (Dual Tone Multi-Frequency)

Traditional touch tone system for entering call numbers and data.


183

Glossary

dumplog

A command line utility (dumplog.exe) you used to view the Voice Browser log files. Thecommand reads the file, formats the event data, and writes the formatted data to the workstationscreen.

ECC

Expanded Call Context variables used in the Script Editor, but also passed to VRU or ISNthrough ICM/VRU messaging. All ECC variables have fixed names.

Empty Capability Set

Specification within H.225 which specifies the mechanism for transferring calls while maintainingcall control.

EMS

Event Management System. As used by ICM, EMS is a library of API calls that provide aframework for storing system events to a local log file and for formatting the alarm traffic sentto SDDSN. Some ISN processes (nmm, nodeman, voicebrowser, af) use the API for local processlogging. All ISN components use the API for generating the alarm events that are sent to theSDDSN.

Endpoint (EP)

A device that can accept/originate VoIP calls.

Enterprise

A singular company or agency, possibly spanning multiple call centers. The Enterprise ICMconfiguration consists of single-tiered ICM topology, where the PSTN interface receives andresponds to call routing requests wholly targeted at the enterprise itself. (This is in contrast withthe two-tiered NAM model deployed for service providers.)

FXS Port

Accepts input from an analog phone call input (POTS caller).

Gatekeeper (GK)

An H.323 device that controls route requests originating from H.323 endpoints.

Gateway (GW)

An H.323 or SIP device that allows standard PSTN-based phone, using TDM technology, toutilize an IP-based network.

Get Digits (GD)

Micro-application that plays a media file and retrieves digits.


184

Glossary

Get Speech (GS)

Micro-application that collects ASR input after prompting a caller.

GKTMP

Gatekeeper Transaction Message Protocol.

GLOSSARY

HTML

Hypertext Markup Language.

ICM

Intelligent Contact Management.

ICM/IVR Service Control Interface

Formerly called GED-125 VRU Service Control Interface.

In-band Signaling

Using the audio path of a telephone call to signal the network; this usually implies DTMF.

Initial Routing Client

The first ICM Routing Client that uses a New Call message to announce the call to the ICMCallRouter. This Routing Client will also be the only Routing Client eligible to receive a NetworkTransfer Connect.

Internationalization

The process of re-engineering an information product so that it can be easily adapted for nativeuse in any locale around the world.

IPC

Inter Process Communication. Used to pass data between separate local or remote processes.

IP-IVR

IP based IVR product produced by Cisco.

ITSP

Internet Telephony Service Provider.

IVR

Interactive Voice Response. See VRU. (Cisco makes no distinction between these terms.)


185

Glossary

IXC

Inter-exchange Carrier. A long-distance telephone company owning or controlling the voiceand control network infrastructure. AT&T, MCI, and Sprint are examples of IXCs in the domesticNorth American market.

Label

A text string issued by the NAM to its routing client in response to a route request. Labels arepredefined using the ICM Configuration tool. A label is a symbolic representation of the exacttarget location. Labels are free-form and the format is generally dictated by the specific peripheral(ACD, VRU, ISN, PSTN, and so on).

Locale

An identifier for a particular combination of language, region and optional variant. In the contextof the ISN, this defines:

- Part of the directory structure for accessing media files.

- The grammar to be used when playing numbers and dates.

Localization

The process of adapting an internationalized information product for use in a specific locale.

MDS

Message Delivery System. The mechanism used to provide IPC messages in the ICM system.

Media Resource Control Protocol (MRCP)

Protocol defined by Cisco, Nuance and Speechworks for providing ASR and TTS capabilities.

Menu

Micro-application that plays a menu media file and retrieves the digit entered as the menu choice.

MIB

Management Information Base. The MIB defines all the information about a managed systemthat a manager can view or modify. The isnlarms.mib file is a text file in a standard MIB format,provided for third party software interpretation of the SNMP traps. The isnlarms.mib file isinstalled on the Voice Browser and Application Server target machine in the directory<destination location>\bin.

Micro-App or Micro-Applications

General term for a specific, predefined function in the ISN that can be invoked from the ICM.Micro-applications for ISN consist of: Play Media, Play Data, Get Digits, Get Speech, andMenu.


186

Glossary

NAM

Network Applications Manager. In a two-tier service bureau (carrier) configuration, the NAMis the tier providing direct communication with the carrier PSTN. Route requests arrive at theNAM from the IXC carrier network and are forwarded, based on specific call properties, to theappropriate Customer ICM (CICM). A NAM usually contains only a small configuration thatallows it to directly route a subset of calls and dispatch other calls to the appropriate CICM.The NAM receives route responses from all CICMs and forwards them to the carrier network.

NIC

Network Interface Controller. The ICM process that enables communication to the Inter-ExchangeCarriers (IXC) signaling network. NICs typically communicate with the PSTN SSP using theICM SS7 gateway or directly to customer service control points (SCP) using UDP/IP or X.25.The NIC receives call routing requests from the IXC network, formats and transfers them tothe ICM CallRouter, and subsequently obtains routing labels in response and returns them tothe IXC signaling network.

NMM

Node Manager (manages the NM process(es)). One nmm can manage multiple nm processeseven for different components.

Nodeman

Node Manager, self-healing feature of Cisco ISN, NAM, and ICM software.

Node Managed Process

A fundamental concept within the ISN NAMs platform. Node managed processes are started,stopped, and monitored by the platform.

OAMP

Cisco operations, administration, maintenance, and provisioning tool.

Out-of-band Communications

A connection to the Voice Browser initiated by the Application Server for processing informationasynchronous to the normal call steps, for example, for transferring a queued call.

Out-of-band Signaling

Using a shadow data path to signal the network; ISDN is an example of out of band signaling.

Outpulse Transfer

The ability to perform a transfer by sending DTMF tones to a carrier network indicating atransfer should occur, and the destination PSTN address. An example is ATTs transfer connect.

PBX

Private branch exchange - a phone company, PSTN.


187

Glossary

PG

Peripheral Gateway. A basic component of the ICM distributed system. The PG consists of adedicated set of ICM processes and typically resides on a dedicated machine; it communicatesdirectly with the peripheral (ACD, PBX, VRU) at the Call Center. The PG reads statusinformation from the peripheral and forwards it to the ICM Central Controller. The PG mayitself be a routing client, generating route requests to the Central Controller and receiving routeresponses in return. A PG hosts one or more PIMs.

Phone Home

Refers to a capability of the Cisco Remote Monitoring Suite to report alarms back to a customersupport center. This can be used, together with SDDSN, to provide alarm reporting for ISN.

Play Data (PD)

Micro-application that retrieves data from a storage area and plays it to the caller in a specificformat, called a data play back type.

Play Media (PM)

Micro-application that plays a message to the caller.

Post-route

The ICM concept that enables the ICM to execute secondary routing decisions after a call hasbeen initially terminated at the ICM-determined destination (for example, a Call Center agent).Post-routing allows the ICM to process calls when an ACD, VRU, or PBX receiving the initiallyrouted call in turn generates a route request. Like pre-route requests, an ICM CallRouter calltype and script is used to determine the resolved destination label for the request.

POTS

Plain Old Telephone System - traditional analog-based phone.

Pre-route

The ICM concept that enables the ICM to execute routing decisions before a call terminates atthe ICM-provided destination (for example, a Call Center). With pre-routing, the routing clientreceives the route request from the IXC and presents the request to the Central Controller. Basedon a call type and associated ICM routing script, the ICM CallRouter (typically using real-timePG data) generates a routing label back to the routing client, which in turn presents it to theIXC.

Procmon

Process Monitor. A console process tool used to troubleshoot information on the ISN throughICM processes. Procmon can be run locally from Windows 2000 command prompt or remotelyfrom a Telnet session.

Prompt

A media file played to the caller.


188

Glossary

PSTN

Public Switched Telephone Network. The public telephone network, providing the capabilityof interconnecting any home or office with any other. The term is typically used to pertain toany given country telephone domain, for example, domestic US and European carrier networks(and local PTT) alike.

RAI

Resource Availability Indication. A message sent from an H.323 endpoint (like the VoiceBrowser) to a gatekeeper informing it that resources are low and that it should stop allowingcalls to that endpoint. When the resources are again available, another message is sent to reversethe effect.

Requesting Routing Client

In Network Transfer, the Requesting Routing Client is the ICM Routing Client that initiatedthe Post-Route Request that started the ICM routing script that is performing the NetworkTransfer.

Routing Client

An entity or abstraction capable of generating control path call route requests to the ICM system.Each ICM logical interface controller (that is, the NIC) is mapped to one or more routing clients.A routing client typically corresponds to a subsystem within an IXC or to a peripheral performingICM post-routing.

SCP

Service Control Point. A node in the IXC signaling network responsible for database routingfunctions and billing. The ICM can communicate with the SCP or can appear as the SCP,depending upon signaling network topology and deployment capabilities.

SDDSN

Standalone Distributed Diagnostics and Service Network. Also known as the Mini-logger, thissystem allows non-ICM products to use the logging system in a standalone fashion.

Service Node

A network-addressable resource providing specialized call services beyond those found in aVRU. In Intelligent Network (IN) terms, a Service Node and VRU (or Intelligent Peripheral,IP) can both provide VRU and queuing functions. A Service Node, however, also has theadditional ability to perform call switching and call control whereas the VRU alone does not.For example, since the Cisco ISN product can initiate call transfers, it is a Service Node. (InIN, the IP prompt / collect / queuing services belong to the Service Control Function.)

Service Provider

The term pertaining to IXC carriers; those companies owning or controlling some aspect of thePSTN. Service Providers typically deploy the ICM in a two-tiered NAM configuration (NAMand CICM) to offer enhanced call routing services to their own customers. (Contrast withEnterprise.)


189

Glossary

SIP

Session Initiation Protocol.

SNMP

Simple Network Management Protocol.

Socket

An IPC mechanism that is supported on a variety of platforms. Allows for data to be passedbetween processes on both local and remote systems.

Source Routing Client

The Routing Client through which a call is transferred to the VRU. (In most cases this will bethe Initial Routing Client.)

Stable Call

A call with an established audio path and no background switching activity taking place.

Switched Mode

Referring to the ISN, the switched mode is when the ISN moves a call within the IP networkand continues to receive signaling events.

Syslog

UNIX-based logging mechanism similar to the Windows NT Event Viewer.

System Prompt

A set of prompts that are predefined by the ISN platform.

System Standard Prompts

A set of pre-defined prompts used by the system for the playback of dates, times, currency,errors, and so on.

TDM

Time Division Multiplexing. Used to process calls in a circuit switched network.

Text to Speech Synthesis (TTS)

Ability to convert text string to speech for playing to calling party.

TNT

Take Back And Transfer, a feature whereby a call is redirected from one target location toanother. TNT helps to eliminate tandem connections between call centers by rearranging thenetwork's switched connection.


190

Glossary

Traditional Translation Route

A target at a peripheral that does not map to a specific service, skill group, or agent. When acall arrives with the trunk group and DNIS corresponding to a translation route, the PG determinesthe ultimate target. When the ICM routes a call to a translation route, it sends a preliminarymessage to the PG. For example, the PG might be instructed to coordinate with a host computerso the caller's account number is displayed on the CTI desktop application of the agent receivingthe actual call. Also see Translation Route to VRU.

Translation Route to VRU

A target at a Peripheral Gateway that does not map to a specific service, skill group, or agent.When a call arrives at a translation route, the Peripheral Gateway (PG) is responsible fordetermining the ultimate target. When ICM software routes a call to a translation route, it sendsa message to the PG. This message contains the ultimate target and further instructions for thePG. For example, the PG might be instructed to coordinate with a host computer so that thecaller's account number is displayed on the teleset of the agent who picks up the call.

Unstable Call

A call whose state is transitioning. For instance, during a transfer operation a call is termedunstable.

Unswitched Mode

Referring to the ISN, the unswitched mode of operation is when the PSTN transfers a call. Noswitching function takes place within the ISN.

URI

Uniform Resource Indicator.

URL

Uniform Resource Locator.

VB Admin

Voice Browser Administration, an ISN configuration and administration tool with a commandline interface (CLI) you use to perform tasks such as controlling the Voice Browser, gatheringstatistics, and viewing system metrics and status.

Voice Browser (VB)

The ISN Voice Browser is one component of ISN. It is the VXML client that queries theApplication Server.

Voice Gateway

Gateways that convert PSTN calls to VoIP.

VoIP

Voice over IP, the concept of transmitting voice through a data network.


191

Glossary

VRU

Voice Response Unit. An automated voice system designed for call center applications.

VRU Blind Transfer

The ability for a VRU to support blind transfer (see Blind Transfer definition) using the VRUinterface.

VRU Type

A classification system for different types of call flows within the ICM system, used fordetermining how to manage calls at VRUs or to be transferred to VRUs.

VXML or VoiceXML

Voice eXtensible Markup Language. A DTD specifying a language for defining forms andmenus which are used to conduct interactive dialogues with a user. The dialogue may involvethe playing of recorded audio prompts or TTS audio generated from the text in the document.Input from the user is collected through ASR or DTMF. A VXML script may result in theplaying of information retrieved from a web application, posting of collected inputs to a webapplication, or transfer of the call to a third party. VoiceXML is specified by the VoiceXMLForum (http://www.voicexml.org)


192

Glossary

http://www.voicexml.org

http://www.voicexml.org

Index

admin batch files

voice applications....63

VXML server, defined....163

all-in-a-box config described....19

audio file location define in Call Studio....62

bat files

for admin of voice application....63

set up reporting database....72

best way to use this guide....8

busy signal, troubleshooting....153

call data

place call to customhelloworld to create data....80

call flow

comprehensive call flow model....16

diagram and flow steps for reporting exercise....14

diagram and flow steps of VXML standalone....11

diagram and flow steps VXML standalone w. customapp....13

models used in exercises....10

VXML server - standalone....11

VXML Server with reporting....71

VXML standalone using custom voice app....13

call schedule, create....136

call server

activate services - ICM - IVR - SIP....74, 98

add to Ops Console and configure forcomprehensive....98

add to Ops Console and configure for reporting....73

checks if server is not up....169

local static routes....98

status for comprehensive call flow exercise....169

troubleshooting tips....165

view "configuration" state using OperationsConsole....78

Call Studio

30 day free trial period....58

access admin bat files for application....63

activate license....58

capture and process user input....145

configure decision element....146

configure digit element....146

copy and reuse elements....146

create new project....58

create voice application call flow....59

CVP Subdialog Return, error....168

define voice element....59

deploy application....63

deploy custom media file....144

installation procedure....55

prerequisites for creating an application....58

rename elements....146

steps to start application....58

troubleshooting table....166

validate application call flow....59

call types

configure for comprehensive....126

codex for media files for VXML server....144

Communications Manager

create trunk for VoIP calls....28

VoIP setup for exercises....27

components of CVP listed and described....9

comprehensive call flow exercise

add and configure call server in Ops Console....98

add PG to ICM config manager....108

add reporting....140

add VRU label....110

add VXML server to ops console....102

basic elements in the exercise, diagram....86


Index 193

Index

call flow steps with diagram....16

call schedule for routing script....136

config PG, main steps....104

configure call types....126

configure DNs....127

configure ingress gateway - summary....88

create and deploy customhelloworld - summary....103

create incoming call routing script....136

custom voice application....103

define default VRU....111

define VRU and labels for NAM and CICM....106

ECC variables....120

high-level configuration approach....86

ICM call script....130

install PG on CVP....112

local static routes....98

network VRU script, define....128

overview....85

PG logical controller ID....108

PG place allocated in ICM....104

prerequisites....87

restore gateway original configuration....88

test calls....137

transfer call to an extension....138

transfer files to the gateway....93

troubleshooting, quick checks....169

comprehensive exercise


configuration file (voice gateway)

add your system's IPs....49, 94

back up the file....48

copy running config to startup config....53, 97

restore original file before comprehensive exercise.88

sample sections with explanations....49, 94

controller domain

enter for PG on CVP....112

customhelloworld

create call data....80

create project in Call Studio....58

deploy on VXML server....66

modify and redeploy....68

prerequisites....58

custom media file

create....144

deploy using Call Studio....144

proper codex for VXML server....144

custom voice appllication - create....57

CVP

components described....9

components in install packages....21

create server for CVP and Reporting....25

installation components by call flow exercise....21

installation procedure....35

license not neeed for exercises....36

subdialog elements in Call Studio....59

CVP installation

choosing CVP components to install....36

core settings....36

media server Apache Tomcat....36

select CVP packages to install....36

set up reporting DB size....37

Windows 2003 required for CVP....35

data

logins, IPs, and other data needed for exercises....22

place a call for customhelloworld to create data....80

Dbaccess

access reporting DB....82

query reporting DB....83

tips for using....82

debug commands


Index 194

Index

voice gateway....159

deployApp.bat use to deploy voice app to VXMLserver....66

diagram

basic elements in comprehensive exercise....86

comprehensive exercise call flow....16

customhelloworld call flow....13

HelloWorld call flow....11

standalone with reporting....14

dialed numbers

configure for comprehensive....127

configure local static routes for comprehensive....98

dial peers for voice gatway discussed....49

ECC variables

configuration steps....120

enable window so can define variables....120

example of use in ICM call scripts....130

how to enable in ICME Config Mgr....120

required list to add, table of definitions....120

table with descriptions....120

exercises

add PG to ICM config manager....108

add reporting server to ops console....75

add standalone VXML server to Ops Console....43

add voice gateway to CVP ops console....91

add voice gateway to op console....45


add VXML server for comprehensive....102

back up gateway config....48

call server, add to Ops Console, configure forcomprehensive....98

call server, add to Ops Console, configure forreporting....73


chart of components by exercise....21

components used in standalone simple....11

comprehensive, basic design elements....86

comprehensive call flow....16

comprehensive call flow - overview....85

config call types....126

config DNs....127

configure VXML server to send reporting data....78

create new call studio project....58

create routing script for incoming call....136

create two versions of a custom voice application...57

create voice application call flow....59

define default VRU for comprehensive exercise....111

define PG on CVP....112

define route patterns for VoIP....32

define voice element in call flow....59

define VRU and labels for NAM and CICM....106

deploy Call Studio application....63

deploy voice app to VXML server....66

described in order....10

how to use VoIP....27, 137

ICM call script, create....130

listed in progressive order....7

log into operations console....41, 89

manually load new voice gateway services....53

modify customhelloworld and redeploy it....68

modify gateway config comprehensive template....94

modify gateway sample template....49

network VRU script....128

non-standalone VXML server required....71


PG place allocated....104

planning prerequisites summary....21

prerequisites....19

prerequisites for customhelloworld creation....58

results for exercise HelloWorld....54

run reporting batch file(s)....72


Index 195

Index

save new voice config....53, 97

standalone simple, high level creation steps....41

standalone simple illustrated....11

standalone with custom app....13

standalone with reporting - requirements....71

start Call Studio....58

table of data needed from user....22

templates, copy and modify....51

test alternate version of customhelloworld....69

transfer bootstrap files to gateway....47

transfer call to an extension....138

transfer fils to the gateway....93

view server "configuration" states in Ops Console...78

VXML server with reporting....14

finding information

building components that run on Unified CVP VXMLsoftware....178

configuration options for Unified CVP VXML Say ItSmart plugins....178

configuring and administering....178

deployment planning....177

installing and upgrading....177

Java application programming....178

ports used by Unified CVP software components..178

reporting....178

required software and hardware versions....177

system requirements, release features, knowndefects....177

troubleshooting....178

using Call Studio....178

using Unified CVP VXML software....178

for more information....177

gateway

ALSO SEE "voice gateway" index entries....19

Get Script micro-application....128

hangs up immediately, troubleshooting....153

hard drive space requirements....19

HelloWorld

call customhelloworld to create max call data....80

results for this voice application....54

holdmusic.wav

defining its location....62


I'm sorry, there was a problems with this application,message....153

I'm sorry, we are currently experiencing system problems,message....153

I'm sorry we are experienceing difficulties, message....153

ICM

add PG to config manager....108


call script, switch to edit mode....130

call script, transfer call....138

create call script....130

define VRU....106

ICM instance....104


run icmsetup on CVP....112

script monitoring mode, enable and examples....173

service control, verify sevices are running....106

setup program....104

ICM - IVR -SIP

activate services in Call Server for reporting....74, 98

ingress gateway

restore original configuration....88

summary of tasks required to configure forcomprehensive exercise....88

transfer files to gateway using Ops Console....93

installation

ALSO SEE specific installation type such as CVP..35

by call flow exercise....21

components for all desired exercises at once....35


Index 196

Index

CVP components in each "package"....21

tips on how to do the CVP install....35

installation procedure

Call Studio....55

introduction

CVP features listed and described....9

steps to use this guide properly....8

IP addresses

required IP addresses, fill in the table....22

license

Call Studio....58

not needed for lab exercises....36

local static route for call server....98

log files

voice gateway....159

VXML server, described....164

logical controller ID for PG....108

media file

deploy custom file using Call Studio....144

media file - custom - proper codex....144

media server

create custom media file....144

file structure....142, 143

use VXML as media server....142

memory requirements....19

more resources and info....177

NAM and CICM

define VRU and labels....106

not reachable

server troubleshooting....163

operating system requirements....19

Operations Console

add CVP call server, configure for comprehensive..98

add CVP call server, configure for reporting....73

add reporting DB user....81

add reporting server....75

add voice gateway....45, 91

add VXML Server (standalone)....43

add VXML server for comprehensive....102

add VXML server non-standalone for reporting....77

check "configuration" status of servers....78

check "running status" of servers....79

check for VXML events at reporting server....80

copy and modify a template....95

create a template from a copy....51

login steps....41, 89

log in using browser....41, 89

modify a template....51

push gateway config changes using template....96

push template config to gateway....52

remove "standalone" VXML server....77

restart servers from control center....162

restart the VXML server....79

system control center, server status....162

transfer files to the gateway....47

overview

CVP features listed and described....9

sources of basic information....19

passwords

age requirement....19

length and other requirements....22

required for exercises, fill in the table....22

screen shot listing all password requirements....39

special requirements....19

peripheral gateway

add to ICM config manager....108

config, main steps listed....104

install on CVP....112

network interfaces on CVP....112

node properties on CVP....112


Index 197

Index

obtain logical ID and physical ID....108

PG devices, enter number of....104

PIM setup on CVP....112

place allocated in IMC setup....104

protocol properties on CVP....112


phone numbers used in exercises....22

planning

prerequisites summary....21

steps to use guide properly....8

prerequisites

basic information reference guides....19

comprehensive call flow exercise....87

ECC variables to add - steps and list....120

for creating call studio application....58

gateway image version....19

hard drive space basic and with reporting....19

operating system and memory....19

passwords special requirements....19

planning summary....21

SNMP installation steps....25

standalone with reporting....71

tasks before installing CVP software....25

Window 2003 needed for CVP install....35

production environment, using Unified CVP....177

query Informix DB using Dbaccess....83

query samples using Dbaccess....83

references, for more information....177

reporting

add to comprehensive call flow exercise....140

reporting database users

add using Ops Console....81

reporting exercise

access Informix DB using Dbaccess....82

add and configure call server in Ops Console....73

add reporting server to Ops Console....75

call flow and diagram....14

check statistics for the reporting server....80

components used....14

configure VXML server to send data....78

non-standalone VXML server required....71

place call to create data....80

prerequisites....71

query DB using Dbaccess....83

remove VXML "standalone" server....77

run reporting batch file(s)....72

view server "configuration" states in Ops Console...78

ReportingRunAsCVP_dbadmin.bat

only for pre-8.0 versions of CVP....72

ReportingRunAsInformix.bat

used to set up reporting DB....72

reporting server

add reporting database users....81

add to Operations Console....75

check VXML events received....80

view "configuration" state in Ops Console....78

route pattern

steps to define....32

routing script for incoming call, create....136

script monitoring mode

enable and examples....173

servers

check running status using Ops Console....79

services

manually load to voice gateway....53

Set Variable, ICM call script....130

SNMP installation steps....25

Sound Recorder

use to create custom media file....144

standalone custom exercise


Index 198

Index

call flow....13

description and components used....13

standalone simple exercise

call flow....11

creations steps, high level....41

description and components used....11

table of required data

use to record passwords, IPs, etc.....22

templates

copy and modify....51

copy new items to a template....95

modify sample comprehensive template....94

modify sample template....49

push changes, do rollbacks, etc.....96

push config to voice gateway....52

terminal config mode, using....160

transfer call to a phone extension....138

troubleshooting

audio error messages table....153

busy signal....153

call just hangs up, no message....153

call server issues and tips....165

comprehensive call flow quick checks....169

CVP Call Studio....166

CVP Subdialog Return error....168

gateway config file notes....160

I'm sorry, we are experiencing difficulties.......153

I'm sorry there was a problem with thisapplication....153

I'm sorry we are currently experiencing systemproblems.......153

ICM script monitor mode, enable and examples....173

peripheral gateway....172

terminal configuration mode tips....160

voice gateway, view, copy print, config....159

voice gateway command list....157

voice gateway debug commands and logs....159

voice gateway is "reachable"....156

VXML server, admin batch files, defined....163

VXML server, check status....162

VXML server, restart from system control center..162

VXML server, restart from Windows services....162

VXML server, tips....162

VXML server log files....164

VXML server not reachable....163

We are currently experiencing heavy callvolume.......153

Your call cannot be completed as dialed.......153

trunk, create for VoIP calls....28

Trunks needed for exercises....27

TTS and non-TTS custom voice application described..57

type 10 VRU, define....106

updateApp.bat when to use it....68

URI for audio file location in Call Studio....62

user input - capture and process....145

usernames

required usernames for exercises, fill in the table....22

users

adding reporting database user....81

voice element - define in Call Studio....59

voice gateway

add your IPs to the config template....94

add your IPs to the sample template....49

back up configurtion....48

command list table....157

config file notes....160

debug commands and logs....159

manually load new services....53

push config from Ops Console template....52

reachable, verify....156

save running config to startup config....53, 97

setup summary for standalone exercise....45


Index 199

Index

software image, version requirements....19

terminal configuration mode, using....160

transfer bootstrap files using ops console....47

view, copy, print config....159

VoIP

define route pattern - dialed numbers....32

set up for IP phones....27

trunk for gateway, steps to create....28

use explained for comprehensive....27

VRU

add label....110

define default for comprehensive exercise....111

define for NAM and CICM....106

network VRU script....128

VXML server

add for comprehensive exercise....102

add version for reporting - in Ops Console....77

admin batch files, described....163

check running status is Up....79

configuring non-standalone version for reporting....71

log files....164

not reachable, troubleshooting....163

restart using Ops Console....79

restart windows service....162

troubleshooting tips....162

use as media server....143

VXML Server

configure to send reporting data....78

VXML server (standalone)

add to Operations Console....43

deploy voice application to server....66

remove for reporting exercise....77

We are currently experiencing heavy call volume....153

where to go from here, references....177

Windows services management

use to restart servers....162

Your call cannot be completed as dialed, message....153


Index 200

Index

Documents

Getting Started with Unified CVP, Release 8.5(1)