getting started with cisco unified customer voice portal

Getting Started

with Cisco Unified Customer Voice PortalRelease 8.0(0)

Draft Generated On: March 17, 2009

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Table of Contents

Preface ...........................................................................................................................................................1Purpose .....................................................................................................................................................1Audience ....................................................................................................................................................2Organization ..............................................................................................................................................2Related Documentation .............................................................................................................................3Conventions................................................................................................................................................4Obtaining Documentation and Submitting a Service Request...................................................................5Documentation Feedback...........................................................................................................................5

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)......................................13CVP VXML Server Standalone Call Flow (Reporting).........................................................................14CVP Comprehensive Call Flow............................................................................................................16

3. Exercise Prerequisites...............................................................................................................................19Server Hardware and Software Requirements.........................................................................................19Planning Prerequisites..............................................................................................................................20

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

Prerequisite Tasks (Before Installing Unified CVP Software)....................................................................24Obtain Unified CVP Software..............................................................................................................24Establish the Server or Virtual Server for the CVP Exercises..............................................................24Install SNMP........................................................................................................................................25

Modify the Exercises to Use a VoIP Phone through Unified Communications Manager..........................25Define the Trunks Used in the Getting Started Exercises....................................................................26Define the Route Patterns...................................................................................................................30

4. Install Unified CVP Components...............................................................................................................33How to Use this CVP Installation Chapter................................................................................................33Install CVP Components..........................................................................................................................34

5. Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld).......................................45Unified CVP VXML Server (Standalone) Configuration Exercise.............................................................45Log into the CVP All-in-One-Box Server and Start the Operations Console............................................45Add the CVP VXML Server (standalone) to the Operations Console.......................................................47

Add the VXML Server (standalone).....................................................................................................48Configure Your Voice Gateway for VXML Server Calls.............................................................................49

Add the Voice Gateway to the Operations Console.............................................................................49Verify Gateway Access from the Operations Console.........................................................................51Transfer Bootstrap and .WAV Files To the Gateway.............................................................................53Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises...................54Back Up Your Existing Voice Gateway Running Configuration.............................................................56Copy the Configuration Changes to Your Voice Gateway's Running Configuration.............................57Verify the Changes Made to the Running Configuration......................................................................58

Getting Started with Cisco Unified Customer Voice Portal Release 8.0(0)

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Save the New Running Configuration to the Startup Configuration File..............................................59Load the New Voice Gateway Application Services.............................................................................59

Complete the Exercise by Placing the Test Call.......................................................................................60Place the POTS or VoIP Call...............................................................................................................60

6. Installing Unified Call Studio.....................................................................................................................61Running the Cisco Unified Call Studio Installation Program.....................................................................61

7. Add a Custom Voice Application Created with Call Studio........................................................................63Exercise Prerequisites..............................................................................................................................64Start Call Studio.......................................................................................................................................64Create a New Call Studio Project.............................................................................................................64Create the Voice Application Call Flow and Validate It.............................................................................65Deploy the Custom Call Studio Application to a File Folder.....................................................................69Deploy the Custom Application on the VXML Server...............................................................................72Place the Test Call....................................................................................................................................73Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise....74

8. Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting).................................77Unified CVP VXML Server with Reporting................................................................................................77

Prerequisites for the VXML Server with Reporting Exercise................................................................77Run Reporting Batch Files.......................................................................................................................78Identify and Configure the CVP Call Server.............................................................................................79Add the Reporting Server to the Operations Console..............................................................................81Remove and Replace Existing "Standalone" VXML Server Definition.....................................................82View the Configuration States of the Various Servers You Added............................................................83Configure the VXML Server to Send Call Data........................................................................................84Check Running Status of the Servers and Restart the VXML Server......................................................84Place a Call that Requests the Custom Voice Application........................................................................85Verify that the Reporting Server Received VXML Events.........................................................................86(Optionally) Add a Reporting User...........................................................................................................86Access the cvp_data Informix Database Using Dbaccess.......................................................................87Query the cvp_data Database..................................................................................................................88

9. Comprehensive Call Flow Model Exercise................................................................................................91Comprehensive Call Flow Design Elements and Configuration Sections................................................92Exercise Prerequisites..............................................................................................................................93Section A: Ingress Gateway/Voice Browser Configuration.......................................................................94

Restore the Gateway's Running Configuration....................................................................................94Modify the Supplied GWConfigChgs_Comprehensive.txt File to Use with the ComprehensiveExercise...............................................................................................................................................95Modify the Gateway's Configuration File..............................................................................................96Log into the CVP All-in-One-Box Server and Start the CVP Operations Console...............................98Add the Voice Gateway to the Operations Console.............................................................................99Verify Gateway Access from the Operations Console.......................................................................101Transfer Required CVP Gateway Scripts and .wav Files to the Gateway..........................................103

Section B: CVP Configuration for Use with ICM.....................................................................................105Identify and Configure the CVP Call Server In the Operations Console............................................105Add the CVP VXML Server to the CVP Operations Console.............................................................108Create and Deploy the customhelloworld Voice Application..............................................................109

Section C: Install a Peripheral Gateway Between CVP and ICM............................................................110Verify Enough PG Places Have Been Allocated on ICM...................................................................110Define the VRU on ICM......................................................................................................................112


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Add the PG to the ICM Configuration Manager and Obtain a PG ID.................................................114Add a Label to the VRU Previously Defined......................................................................................116Set the Default Voice Response Unit (VRU)......................................................................................117Install the PG on CVP........................................................................................................................118Add ECC Variables to ICM.................................................................................................................126Configure Call Types..........................................................................................................................131Configure Dialed Numbers................................................................................................................132

Section D: ICM Scripting Configuration for CVP.....................................................................................133Create Network VRU Script...............................................................................................................133Create ICM Call Scripts to Access HelloWorld and customhelloworld..............................................135Create a Call Type Manager Entry Routing Script and Call Schedule...............................................141

Section E: Configuring Unified Communications Manager.....................................................................142Complete the Main Exercise...................................................................................................................142Add Call Transfer to the Exercise............................................................................................................143

Modify the customhelloworld ICM Script to Transfer the Call.............................................................143Add the Reporting Elements to the Exercise..........................................................................................145

10. Expand the Initial Exercises..................................................................................................................147Use the CVP VXML Server as a Media Server for Your Custom Media Files.........................................147

Modify the CVP Server Directory Structure to Work as a Media Server ...........................................147Create a Media File with Proper Codex Properties...........................................................................148Modify the Application Script to Support the Media Files..................................................................149

Process User Input.................................................................................................................................150Modify customhelloworld for User Input.............................................................................................150

11. Troubleshooting Tips and Techniques...................................................................................................157General Troubleshooting Notes..............................................................................................................157

Common Audio Responses, Error Messages, and Issues with Solutions.........................................157Voice Gateway Troubleshooting Issues and Tips....................................................................................160

Verify that the Voice Gateway is Added to the Operations Console and is "Reachable"...................160Gateway Command Line — Commands Useful for the Exercises ....................................................161Voice Gateway Debug Commands and Log Files..............................................................................162View, Copy, Print the Voice Gateway Configuration File....................................................................163Gateway Configuration File................................................................................................................163Using Terminal Configuration Mode to Alter the Running Configuration............................................164

VXML Server Troubleshooting Issues and Tips......................................................................................165Check the Status and/or Restart the VXML Server...........................................................................165Restart the VXML Server Using Windows Services Management....................................................166VXML Server Not Reachable.............................................................................................................166Access the VXML Server Administrative Batch Files.........................................................................166Access, Read, and Clear the VXML Server Log Files.......................................................................167

Call Server Troubleshooting Issues and Tips..........................................................................................168Reporting Server Troubleshooting Issues and Tips................................................................................168Call Studio (customhelloworld) Troubleshooting Issues and Tips...........................................................169

CVP Subdialog Return - Caller Input Error........................................................................................170Troubleshooting the Comprehensive Call Flow Exercise........................................................................171

Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise.......................................171Common Problems with the Comprehensive Exercise......................................................................173Troubleshooting the PG Installed on the Unified CVP Server............................................................174

Using ICM Script Monitoring to Track a Call's Progress.........................................................................175Enable ICM Script Monitoring............................................................................................................175

12. Where Do I Go from Here?...................................................................................................................179


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

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


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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..........................................................................................27

Figure 6: Call Management Administration - Defining a Trunk.....................................................................................28

Figure 7: Unified CM - Define Trunks............................................................................................................................30

Figure 8: Unified CM - Define a Route Pattern..............................................................................................................31

Figure 9: Unified CM - All Route Patterns Defined........................................................................................................32

Figure 10: CVP Installation - Select Packages................................................................................................................35

Figure 11: CVP Installation - Select Core Software Settings..........................................................................................36

Figure 12: CVP Installation - Select Apache Tomcat Application Server.......................................................................37

Figure 13: CVP Installation - Select the Media File Folder............................................................................................38

Figure 14: CVP Installation - Select Reporting DB Size................................................................................................39

Figure 15: CVP Installation - Disable Support Tools......................................................................................................40

Figure 16: CVP Installation - Ready to Install................................................................................................................40

Figure 17: CVP Installation - Apply Security Hardening?..............................................................................................41

Figure 18: CVP Installation - Reporting Password.........................................................................................................42

Figure 19: CVP Installation - OPS Console Password....................................................................................................43

Figure 20: Reminder to Run the Reporting Setup Script.................................................................................................43

Figure 21: CVP All-In-One-Box Server - Main Window................................................................................................46

Figure 22: CVP Operations Console - Login Window....................................................................................................47

Figure 23: CVP Operations Console - Main Window.....................................................................................................47

Figure 24: View List of VXML Servers Known to the Operations Console...................................................................48

Figure 25: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console.49

Figure 26: CVP Operations Console - Add Voice Gateway............................................................................................50

Figure 27: CVP Operations Console - Confirm Added Gateway Message.....................................................................51

Figure 28: CVP Operations Console - List of Gateways.................................................................................................51

Figure 29: CVP Operations Console - Edit Gateway Configuration...............................................................................52

Figure 30: CVP Operations Console - Verify Connection to Gateway - Check Gateway Software Version...................53

Figure 31: Successfully Transferred File to the Gateway................................................................................................54

Figure 32: Call Studio - License Activation Message.....................................................................................................64


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Figure 33: Call Studio - New Project Named..................................................................................................................65

Figure 34: Call Studio - Creating customhelloworld Call Flow......................................................................................66

Figure 35: Call Studio - Creating customhelloworld Call Flow - Connections...............................................................67

Figure 36: Call Studio - Creating customhelloworld Call Flow - Audio Element...........................................................68

Figure 37: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................69

Figure 38: Call Studio - Deploy Voice Application.........................................................................................................70

Figure 39: Call Studio - Browse to Application's Deploy Destination............................................................................71

Figure 40: Verify the Custom Voice Application is on the VXML Server.......................................................................72

Figure 41: Custom Voice Application status.bat Results.................................................................................................73

Figure 42: status.bat - VXML Server Status....................................................................................................................73

Figure 43: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)........................................75

Figure 44: CVP Operations Console - Define the CVP Call Server...............................................................................80

Figure 45: CVP Operations Console - Define Additional Call Server Configuration Items...........................................80

Figure 46: CVP Operations Console - Add Reporting Server.........................................................................................82

Figure 47: CVP Operations Console - Control Center - Network Map..........................................................................85

Figure 48: Reporting - Examine Reporting Server Statistics for Comprehensive Call...................................................86

Figure 49: Dbaccess - Connect to the cvp_data Database...............................................................................................88

Figure 50: Unified CVP Comprehensive Flow Model Example.....................................................................................92

Figure 51: CVP All-In-One-Box Server - Main Window................................................................................................98

Figure 52: CVP Operations Console - Login Window....................................................................................................99

Figure 53: CVP Operations Console - Main Window.....................................................................................................99

Figure 54: CVP Operations Console - Add Ingress Gateway........................................................................................100

Figure 55: CVP Operations Console - Gateway Added Successfully...........................................................................101

Figure 56: CVP Operations Console - Verify Gateway is Configured in the CVP Operations Console.......................101

Figure 57: CVP Operations Console - Verify the CVP Operations Console can Access the Gateway.........................102

Figure 58: CVP Operations Console - Gateway Show Version Command...................................................................103

Figure 59: CVP Operations Console - Successfully Tranferred File to Gateway.........................................................104

Figure 60: CVP Operations Console - Define the CVP Call Server.............................................................................106

Figure 61: CVP Operations Console - Define Additional Call Server Configuration Items.........................................106

Figure 62: CVP Call Server - Configure for Comprehensive Exercise.........................................................................107

Figure 63: CVP Operations Console - Call Server Successfully Added.......................................................................107

Figure 64: CVP Operations Console - Add Non-standalone VXML Server.................................................................109

Figure 65: ICM Setup - Check Number of Allocated PG Slots.....................................................................................111

Figure 66: ICM - Check Range of PGs that Can be Used.............................................................................................112

Figure 67: ICM - Create Type 10 VRU Name...............................................................................................................114


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Figure 68: ICM Configuration Manager - PG Logical Controller ID...........................................................................115

Figure 69: ICM Configuration Manager - Add PG and Get ID.....................................................................................115

Figure 70: ICM Configuration Manger - Routing Client Label for PG........................................................................116

Figure 71: ICM Configuration Manager - Configure PG..............................................................................................116

Figure 72: ICM - Create Type 10 VRU Label...............................................................................................................117

Figure 73: ICM Configuration Manager - Identify the Default VRU............................................................................118

Figure 74: ICM - Add ICM Instance.............................................................................................................................119

Figure 75: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server..............................................120

Figure 76: ICM - Add Peripheral Gateway Instance.....................................................................................................121

Figure 77: ICM Setup - Select PG Type as VRU...........................................................................................................121

Figure 78: ICM - Add Peripheral Gateway - PIM.........................................................................................................122

Figure 79: ICM Setup - PG Setup - PIM Parameters....................................................................................................123

Figure 80: ICM - Add Peripheral Gateway - VRU Connection Port.............................................................................123

Figure 81: ICM Setup - Install PG - Enter Logical Controller ID.................................................................................124

Figure 82: ICM - Add Peripheral Gateway - Side A Preferred......................................................................................124

Figure 83: ICM Setup - Install PG - Network Interfaces...............................................................................................125

Figure 84: ICM Configuration Manager Message - Enable ECC Variables..................................................................127

Figure 85: ICM System Information - Enable ECC Variables......................................................................................127

Figure 86: ICM Expanded Call Variable List (ECC Variables).....................................................................................128

Figure 87: ICM - Create Network VRU Script..............................................................................................................135

Figure 88: ICM - Create Call Script - Start Element.....................................................................................................136

Figure 89: ICM - Create Call Script - Add Set Variable Elements................................................................................137

Figure 90: ICM - Create Call Script - Define user.microapp.media_server..................................................................137

Figure 91: ICM - Create Call Script - Define user.microapp.app_media_lib................................................................138

Figure 92: ICM - Create Call Script - Define user.microapp.ToExtVXML..................................................................138

Figure 93: ICM - Create Call Script - Define user.microapp.UseVXMLParams..........................................................139

Figure 94: ICM - Create Call Script - Connect Elements..............................................................................................140

Figure 95: ICM - Create Call Script - Validate Script...................................................................................................140

Figure 96: ICM Script - Add Call Transfer Label..........................................................................................................143

Figure 97: ICM Script Editor - Configure Label...........................................................................................................144

Figure 98: ICM Script Editor- Transfer Call.................................................................................................................144

Figure 99: Call Studio - Create Decision States............................................................................................................152

Figure 100: Call Studio - Logic for Getting User Input................................................................................................154

Figure 101: Call Studio - CVP Subdialog Return Element - Caller Input Error...........................................................171

Figure 102: ICM Scripting Tool - Monitoring Turned On.............................................................................................176


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Figure 103: ICM Scripting Tool - Monitoring Results..................................................................................................177


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Preface

Purpose

This guide provides instructions that help a new user get started using the Cisco Unified CustomerVoice Portal (Unified CVP) product in one or more test environments. Configuring a testenvironment is intended to provide a simplified experience with the Unified CVP product priorto 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 the Configuration and Administration Guide for Cisco Unified CustomerVoice Portal.

• 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 with CVP Built-in Reporting

• Unified CVP Comprehensive SIP (simplified example)


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Note:

• For configuration details for all the Unified CVP call flow models in a production environment,refer to the Configuration and Administration Guide for Cisco Unified Customer Voice Portal.

• 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 should already have a general understanding of the Unified ICMEproducts, as discussed in the Pre-Installation Planning Guide for Cisco Unified IntelligentContact Management Enterprise and the Product Description Guide for Cisco Unified IntelligentContact Management Hosted. Readers should be familiar with general Unified ICM installationand 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.

Purpose and Use of this Exercise Guide (page 7)

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

Brief Introduction to the Unified CVPProduct andthe Exercises (page 9)

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

Exercise Prerequisites (page 19)

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

Install Unified CVP Components (page 33)

A basic that demonstrates connectivity for the various components.Uses the build-in VXML server and a default voice application calledHelloWorld.

Unified CVP VXML Server Standalone Call FlowModel Exercise (HelloWorld) (page 45)

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

Installing Unified Call Studio (page 61)

Modifies the Standalone - Simple exercise by creating custom versionof HelloWorld and deploying it.

Add a Custom Voice Application Created with CallStudio (page 63)


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Preface

Audience

DescriptionChapter

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

Unified CVP VXML Server Call Flow ModelExercise (with Reporting) (page 77)

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

Comprehensive Call Flow Model Exercise (page91)

Provides troubleshoot tips for CVP projects and walks throughseveral troubleshooting techniques.

Troubleshooting Tips and Techniques (page 157)

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

Where Do I Go from Here? (page 179)

Related Documentation

Unified CVP provides the following documentation:

• Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portalprovides installation instructions and information about Cisco Security Agent for the UnifiedCVP deployment. We strongly urge you to read this document in its entirety.

• Cisco Unified Customer Voice Portal Release 7.x Solution Reference Network Design (SRND)provides design considerations and guidelines for deploying contact center voice responsesolutions based on Cisco Unified Customer Voice Portal (CVP) 7.x releases.

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal describeshow to set up, run, and administer the Cisco Unified CVP product, including associatedconfiguration.

• Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describesthe settings, element data, exit states, and configuration options for Elements.

• Getting Started with Cisco Unified Customer Voice Portal provides high-level configurationinstructions on getting started using the Cisco Unified CVP product.

• Hardware and System Software Specification for Cisco Unified CVP (BOM) provides hardwareand software requirements for the Unified CVP product.

• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how toinstall Unified CVP software, perform initial configuration, and upgrade.

• Operations Console Online Help for Cisco Unified Customer Voice Portal describes how touse the Operations Console to configure Unified CVP solution components.

• Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used ina Unified CVP deployment.

• Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio describeshow to build components that run on the Cisco Unified VXML Server.


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Preface

Related Documentation

• Reporting Guide for Cisco Unified Customer Voice Portal describes the CVP reporting server,including how to configure and manage it, and discusses the hosted database.

• Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified Call Studiodescribes in detail the functionality and configuration options for all Say It Smart pluginsincluded with the software.

• Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolateand solve problems in the Unified CVP solution.

• User Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes thefunctionality of Call Studio including creating projects, using the Call Studio environment,and deploying applications to the Unified CVP VXML Server.

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

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>


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Preface

Conventions

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

DescriptionConvention

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:

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.


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Preface

Obtaining Documentation and Submitting a Service Request

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

mailto:[email protected]


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Preface

Documentation Feedback

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 enablea knowledgeable Unified CVP system manager or other qualified person to install the CVPproduct in a test environment. The intention is for the user to create a simplified, working CVPsystem and 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 below.

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

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

Demonstrates call connection between the voice gateway and the CVP VXML serverusing a default voice application called HelloWorld.

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

Creates, deploys, and tests a custom voice application.

• CVP VXML Server 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).


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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 CVP product, carefully examine the expanded introductionmaterial and call flow model descriptions in the Configuration and Administration Guidefor Cisco Unified Customer Voice Portal document.

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 Unified CVP installation tasks for the exercises you want to complete. Referto Install Unified CVP (page 33).

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 CVP system, it is valuable to carefully"break" the system and use the troubleshooting chapters to examine the results. Refer toTroubleshooting Tips and Techniques (page 157).

7. Refer to Where Do I Go from Here (page 179) 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 179).

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 aswell as traditional numeric input to provide intelligent, personalized self-service over the phone.

Unlike proprietary IVR systems, the Unified CVP product is based on VoiceXML (VXML),which 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. The Unified CVP suite of components extends the capabilitiesof VXML by providing the ability to receive and report IVR events and interface with yourcompany's customer database components.

Refer to the User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studiofor a VXML overview.

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


9

Chapter 2

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

• CVP Operations Console — Provides a management interface for all of the Unified CVPcomponents.

• Video media server — Enables you to store, annotate, and retrieve video media files. Forexample an agent might provide a caller with a video-based procedure for completing anecessary function for a product.

• VoiceXML server — Executes advanced IVR applications.

• Reporting server — Receives reporting events from IVR, SIP, and VXML services;transforms and 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 the Configuration and Administration Guide for Cisco UnifiedCustomer Voice Portal.

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 7.x Solution Reference Network Design (SRND).

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

• Unified CVP VXML Server Standalone Call Flow Model Exercises

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

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

Access the CVP VXML server from the voice gateway to respond to a phone call bylaunching the VXML server's default HelloWorld application.

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

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

– Unified CVP 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 CVP VXML server to the CVP reporting server using theCVP call server, and examine that data.

• Unified CVP Comprehensive Call Flow Model

Use the CVP product to provide a VXML server to respond to a phone call by accessing asimple, custom application, created in a prior exercise. Access the application indirectlythrough an ICM script.

These exercise implementations use a single server to host the CVP VXML application, theCVP call server application, and the CVP reporting server application. This combinedconfiguration is a lab environment called "all-in-one-box." It is only applicable to non-production,test setup environments.

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 above.

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 a user to plug a phone into the FXS port of their voice gateway, call a specificnumber, and have the voice gateway instruct the Unified CVP VXML server to launch thedefault VoiceXML application HelloWorld.

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

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

The following diagram illustrates the call flow process.


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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 user dials a specific number (called the "dialed number" or DN) using ananalog phone connected to the voice gateway's FXS port connection (or a VoIP 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 UnifiedCVP VXML server.)

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 CVP application using the voicebrowser.

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

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


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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) The user dials a specific number (called the "dialed number" or DN) using ananalog phone connected to their voice gateway's FXS port connection (or a VoIP phoneconfigured through Unified Communications Manager). (This is a different DN than thenumber used in the HelloWorld exercise.)

3. The user's voice gateway matches the DN with a second dial peer which is configured forspecific handling based on the new DN. In this case, the handling instructions for the DNare to launch the customhelloworld application, which you will create and deploy as partof this exercise.

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.


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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 CVP application.


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

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

CVP VXML Server Standalone Call Flow (Reporting)

In this exercise a user can plug a phone into the FXS port of their voice gateway (or use a VoIPconnection), call a specific number, and have the voice gateway instruct the Unified CVP VXMLserver to launch customhelloworld, a simple VoiceXML application you created in the priorexercise. This implementation of the standalone VXML server call flow model uses the callserver to pass call data from the VXML server to the reporting server. All three functions ofUnified CVP (VXML server, call server, and reporting server) are installed in a simple, lab-based,"all-in-one-box" implementation of CVP.



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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) The user dials a specific number (called the "dialed number" or DN) using ananalog phone connected to their voice gateway's FXS port connection (or a VoIP phoneconfigured through Unified Communications Manager).

3. The user's 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 minimum 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.


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• 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 CVP application.


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

• A CVP 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 VMXL server response andthe TTS response.

CVP Comprehensive Call Flow

This exercise involves the ICM product in the call process. In this case, the voice gatewaycommunicates with the Unified CVP call server, which in turn forwards the call information tothe Unified ICME router, which follows the Unified ICM script based on this call's call type.The Unified ICM script contains instructions to launch either the HelloWorld or thecustomhelloworld application on the Unified CVP VXML server.

In this exercise, the VXML server, call server, and reporting server functions of CVP arecombined in an "all-in-one-box" lab environment intended to capture the basics of CVP setup.The addition of ICM integration into the exercise provides additional configuration experience.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.



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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's 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 of CVP using SIP.

3. The ingress gateway sends the dial-peer information about the DN to the CVP call serverusing SIP.

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

5. Based on the DN, ICM associates this call with a call type and accesses the user-defined"run 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 ICM router 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.


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Note:

• (Note 1 for call flow diagram below)Throughout the call process, the call server sendsreporting data to the reporting server for storage in the cvp_data Informix database.

• (Note 2 for call flow diagram below) ICM interfaces with CVP through a peripheral gateway(PG).


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

• Cisco Unified Customer Voice Portal Release 7.x Solution Reference Network Design (SRND)

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal

• Hardware and System Software Specification for Cisco Unified CVP (BOM)


• Server Hardware and Software Requirements, page 19• Planning Prerequisites, page 20• Prerequisite Tasks (Before Installing Unified CVP Software), page 24• Modify the Exercises to Use a VoIP Phone through Unified Communications Manager, page

25

Server Hardware and Software Requirements

These exercises are designed as "all-in-one-box" configurations. That is, the 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

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


19

Chapter 3

• The CVP VXML Standalone Server with Reporting CVP exercise uses the Reporting Package,one of the CVP installation selections. This package requires the hostname or Windows'shostname for the CVP server to be 12 characters or less and the hostname cannot includeany dashes. In the example exercises, the CVP server's hostname is DOCCVP801. If thehostname does meet these requirements, the exercises will work properly, and will createcall reporting events. However, no data will be written to the Informix database.

• The Unified CVP product requires between 300 MB and 600 MB of installation space,depending on the exercise components you select. Also, you must have 10 GB of free drivespace for the test version of the reporting database (used in the CVP VXML Server withReporting exercise). The space for the reporting database can be on the same drive as theUnified CVP installation 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 your voice gateway. This number islisted on the gateway's Version screen. It can be accessed using the show version commandfrom the gateway's command line interface. Compare this version number with the list ofISO image versions supported for the version of CVP indicated on the title page of this guide.Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM) forsoftware 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. You will point to this server in the voice gateway configuration whenyou modify the gateway configuration as part of exercise #1.

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

Gateway Requirements

• The gateway you use to access the CVP VXML server must be approved for CVP 8.0 orlater. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM),the Cisco Gateway section for the model and required software image level.

• The exercises use a gateway with an FXS Port. If you gateway does not have an FXS port(for use with a standard telephone) or you cannot obtain one for it, you will need to followthe instructions in Modify the Exercises to Use a VoIP Phone through Unified CommunicationsManager (page 25).

Planning Prerequisites

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


20

Chapter 3: Exercise 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 CVP installation (as explained in Installation Components for Each Call Flow Exercise(page 21)), you must install and configure separately.

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

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

• We strongly recommend that you examine Troubleshooting Tip and Techniques (page 157)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 will likely 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 need to have the software packages available for installation (Unified CVP,Call Studio, and Unified ICM, Gateway software, TTS server software, etc.), based on theexercises you intend to complete.

Note: Many of the components in the table below are available as part of the CVP installation.Those components are available by selecting packages during the CVP installation. For yourreference, the correspondence between CVP components and CVP installation packages is listedbelow. The CVP packages you must select for each exercise are listed as part of the installationtask steps; you do not have to remember which components are installed by which packageselections.

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

• VXML server — Installs the integrated CVP standalone VXML server application.

• Reporting — Installs the integrated CVP Reporting server application.

• Video Media Server — Installs the video media server applications (not yet included inthese exercises).


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Note: The following abbreviations are used in the table below:

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

• VXML Svr — VXML server

• Rpt Svr — reporting server

• VM Svr — video media server

• Call Svr — call server

• Ops Console — CVP Operations Console

• S. H. — security hardening

ICMS. H.System

Media

Files

Ops

Console

Support

Tools

Call

Svr

Call

Studio

VM

Svr

Rpt

Svr

VXML

Svr

TTS

Svr

Voice

Gateway

Exercise

NoNoNoYesNoNoNoNoNoYesNoYesStandalone -Simple

NoNoNoYesNoNoYesNoNoYes*YesYesStandalone -Custom App

NoNoNoYesNoYesNoNoYesYes*YesYesVXML Serverwith Reporting

YesNoNoYesNoYesNoYesNoYes*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 CVP VXML server. Refer to Modify the Supplied Gateway"Changes" File to Use with the Getting Started Exercises (page 54)

• 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 25)

• In the comprehensive exercise, only one number is needed for HelloWorld and one forcutomhelloworld. 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


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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 CVP server as a virtual machine andare using the programs VMWare Infrastructure and VNC Viewer to access the physical serverand the CVP-designated virtual server for CVP installation and configuration, respectively.Substitute your own program login information, if different from these.

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:

Physical Server Hostname/IP:Physical Server that will HostCVP

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 CVPServers

Hostname and IP:VNC access for configurationand troubleshooting.

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.


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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 router/logger:

Default Admin Login: informixInformix (Reporting)Database

Default User Login: cvp_dbadminVNC access; for DB setup andquery. Single password for both logins (you will enter at 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:

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(CVP, Call Studio, ICM, TTS, Gateway). If you do not have the installation CDs or access toa downloadable version of the software, contact your account representative.

Establish the Server or Virtual Server for the CVP Exercises

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


24


Prerequisite Tasks (Before Installing Unified CVP Software)

Install SNMP

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

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

Step 6 Click Finish to close the wizard.

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 your voice gateway does nothave an FXS port, or if you want experience 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, it sends the call request directly to the CVP VXML server andUnified CM is not required.


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• In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, thensends the call to Unified CM which then uses the CVP trunk you define to forward the callto the CVP call server. In the case of IP phone calls, again they go to Unified CM and aredirected to CVP. For the comprehensive exercises, Unified CM is required, regardless of callinput 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- required forstandalone exercises that use IP phones.

• A phone trunk that sends incoming VoIP calls (both the converted POTS calls and the IPphone calls) to CVP- 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 you 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 trunk for these exercises, you only need to enter the items actually specified inthe 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.


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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.


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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. 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.

You should see a message Add Successful. If you did not enter all the required items, the wizardwill prompt you to correct specific entries.

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


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You should see the status message Reset request was sent successfully. Click Close to close theDevice Reset window.

Step 10 Repeat the above steps to add a trunk to the CVP 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: CVP_Trunk

Description: Trunk to CVP 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 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.


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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 you willuse in the 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 CVP Operations Console (page 45) 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.


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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 the Save button 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.

You should see the 8005551234 pattern and its description, associated with the VoiceGatewaytrunk.

Figure 8: Unified CM - Define a Route Pattern

Step 8 Repeat these steps to define the route patterns for the remaining dialed numbers. Use thefollowing route patterns, definitions, and trunks:

• 7005551234; customhelloworld VoIP standalone DN; VoiceGateway

• 8005557777; HelloWorld DN for comprehensive; CVP_Trunk

• 7005557777; customhelloworld DN for comprehensive; CVP_Trunk

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. You should see the followingdefinitions:


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Figure 9: Unified CM - All Route Patterns Defined

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


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Install Unified CVP 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 wish to perform beforeyou perform the tasks in this chapter. Refer to Exercise Prerequisites (page 19) for prerequisitedetails.

• Install the Unified CVP 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 CVP installation completes, the program prompts you to allow it to reboot the serveryou installed this software on.


• How to Use this CVP Installation Chapter, page 33• Install CVP Components, page 34

How to Use this CVP 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 installation steps below). If you are not intending to perform someof the exercises, you are directed to skip certain parts of the installation. If you decide to perform


33

Chapter 4

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

Install CVP Components

Note: Only an administrator can run the Unified CVP installation program. Otherwise, theinstallation program will abort.

To install Unified CVP 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, connect to the drive containing the CVP DVD, orconnect to the CVP installation .iso file.

Step 2 Using a file browser, access the CVP\Installer_Windows folder on the Unified CVP installationDVD 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, as follows:

• Core Software (all exercises)

• VXML Server (all exercises except comprehensive)

• Reporting (CVP VXML Server with Reporting exercise)

• System Media Files (comprehensive exercise and experimenting)

• Video Media Server (comprehensive exercise)


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Chapter 4: Install Unified CVP Components


Figure 10: CVP Installation - Select Packages

Step 8 Click Next.

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 length of the field is limited to the field's visible length.

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

The Core Software Settings screen displays.


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Figure 11: CVP Installation - Select Core Software Settings

Step 10 Select and deselect Core Software Settings 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.


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Figure 12: CVP Installation - Select Apache Tomcat Application Server

Step 12 If: You selected the Video Media Server (earlier, from the Select Packages window),the Select a media folder window displays.

Then: Click Next to install the Video Media Server media files into their defaultlocation.

If: You did not previously select the Video Media Server component,

Then: Go to the next step.


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Figure 13: CVP Installation - Select the Media File Folder

Step 13 If: You selected the Reporting package from the Select Packages window earlier:

Then: Select the drive where you will store the reporting data and click Next. Note:Typically, you will have only a single drive, but you may have created a second drivefor the reporting database 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 below.

Step 14 After you select the drive where you will store the reporting data, a Database Size Selectionscreen displays. For these exercises select Small and click Next.

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


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Figure 14: CVP Installation - Select Reporting DB Size

The Support Tools Setup screen displays.

Step 15 Support tools are not needed for these exercises. On the Support Tools Setup screen, selectDisable Support Tools and click Next.

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


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Figure 15: CVP Installation - Disable Support Tools

The Ready to Install the Program screen displays. This screen summarizes the packages youselected for installation and will vary depending on your choices. The components needed forthe Standalone with Reporting exercise are shown below.

Figure 16: CVP Installation - Ready to Install


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Step 16 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 Unified CVP installation process.

Step 17 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.

Figure 17: CVP Installation - Apply Security Hardening?

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

Step 18 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 CVP reporting server, please ensure that yourlocal and/or domain security policy for MINIMUM PASSWORD AGE are/is set to 0 daysfor the installation of the CVP reporting server component. If the reporting password youenter is rejected, review the list of password requirements displayed by the installer andconsider your operating system's 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. Examplepassword: A1B2c3d4PW


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Figure 18: CVP Installation - Reporting Password

The installer continues with the Informix database install.

Note: This will likely take a few minutes!

Step 19 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.


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Figure 19: CVP Installation - OPS Console Password

Step 20 The installer displays a reminder to run the Informix reporting script to complete the installationof the reporting component. Note the reminder and click the OK button to continue.

Figure 20: Reminder to Run the Reporting Setup Script

Note: See Run Reporting Batch Files (page 78) for detailed instructions.

Step 21 Click OK to display the Setup Completed Successfully window. As directed, you need to restartthe server or virtual server used for this exercise. Remove any disk media from its drives, andclick Finish to complete setup.

Step 22 If you will be using a different administrative client after the installation (such as VNC Viewer);exit the current client after the restart.


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44



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 Unified CVP product components specific to this exercise as explained in InstallUnified CVP Components (page 33).

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 CVP All-in-One-Box Server and Start the Operations Console

Use the following steps whenever needed throughout this exercise to log into the CVPAll-in-One-Box Server and start the Operations Console.

Note: The steps below use VNC Viewer to access the CVP Operations Console; you can alsolog into 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 CVP server in this example). However, the exercises use


45

Chapter 5

VNC Viewer because you will likely be performing other tasks such as executing a batch fileor restarting the server.

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

You see a Windows 2003 screen such as the following:

Figure 21: CVP All-In-One-Box Server - Main Window

Step 2 Start the Operations Console: Start > Programs > Cisco Unified Customer Voice 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.


46

Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)

Unified CVP VXML Server (Standalone) Configuration Exercise

Figure 22: CVP Operations Console - Login Window

Step 3 Log in to the Operations Console as administrator using the password you established whenyou installed the CVP product.

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

Figure 23: CVP Operations Console - Main Window

Add the CVP VXML Server (standalone) to the Operations Console

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

Note: VXML Server Information Required — To add the VXML server to the CVP OperationsConsole, you need the IP address and hostname of the VXML server. Because this exerciseuses an "all-in-one-box" configuration, the IP address and hostname of the VXML server is the


47



same as the IP address of the server on which you installed the CVP software. Have thisinformation ready as you complete the steps below. Refer to Table of Required Data (page 22).

Add the VXML Server (standalone)

You will add the VXML server definition using the Operations Console's Device Managementmenu. That menu shows two VXML server choices:

• CVP VXML Server

• 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 you will use the 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 will use the same IP address.)

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

Step 1 If necessary, start the CVP Operations Console. Refer to Start the CVP Operations Console(page 45).

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

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

Figure 24: View List of VXML Servers Known to the Operations Console


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


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Figure 25: 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 deployed" 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.

Step 6 If the server's status is Not Reachable, verify that the IP address and other information youentered for it is correct. If it is not correct, delete the server's definition (Device Management> CVP VXML Server (standalone) > select the server > Delete) and re-add it. Refer toTroubleshooting Tips and Techniques (page 157) for more information.

Configure Your Voice Gateway for VXML Server Calls

This section provides instructions for configuring your voice gateway and transferring thebootstrap files for the VXML Server to the 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 CVP Operations Console for management andenables you to transfer files to the gateway.


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Step 1 If necessary, start the Operations Console. Refer to Start the CVP Operations Console (page45).

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

The Gateway Configuration window displays.

Figure 26: 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 Click Save.

A confirmation window displays showing the IP address and hostname of the gateway youadded. The message urges you to verify the device credentials using IOS command. The nexttask covers this requirement.


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Figure 27: CVP Operations Console - Confirm Added Gateway Message

Verify Gateway Access from the Operations Console

Complete the following tasks to verify that the Operations Console can access your gatewayusing the login information you entered when adding the gateway to the Operations Console.

Note: You can also access the gateway's running and start up configuration files using the IOSCommands menu described in the procedure below.

Step 1 From the Operations Console, select: Device Management > Gateway.

The List of Gateways window displays, showing the gateway you entered previously.

Figure 28: CVP Operations Console - List of Gateways

Step 2 Click the name of the gateway you added.

The Edit Gateway Configuration window displays the configuration information you enteredpreviously.


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Figure 29: CVP Operations Console - Edit Gateway Configuration

Step 3 Click IOS Commands > Show Version. This action attempts to access system informationdirectly from the gateway, using the gateway configuration information you entered.

If the operation is successful, the system image file displays hardware and software versioninformation such as in the image below. Important! Write down the System image fileinformation from this window. (It is included in the first full line shown below. Example12.4(15)T6.


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Figure 30: CVP Operations Console - Verify Connection to Gateway - Check Gateway Software Version

Note: If the operation is not successful, select Device Management > Gateway. Select thenew definition and click Edit to examine and correct the information such as the IP address,username, and passwords. Some information cannot be modified which could require you todelete the definition and reenter it properly.

Step 4 If you did not examine and confirm the gateway's software version while you were performingthe prerequisites, compare the version number you wrote down in the previous step with thelist of ISO image versions supported for CVP 8.0. Refer to Hardware and System SoftwareSpecification for Cisco Unified CVP (BOM) for software version information. If the image isnot a supported image for this version of CVP, you must obtain a new image and install it onyour gateway.

Transfer Bootstrap and .WAV Files To the Gateway

Use the following steps to transfer required files to your voice gateway. The files must betransferred one-at-a-time, but there are not many files to transfer.


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Note: Alternately, you can place the files on your FTP server (from the CVP CD) and use TFTPto transfer the files using the FTP command line interface.

Step 1 If you are not logged into the CVP Operations Console, refer to the steps in Start the CVPOperations Console (page 45).

Step 2 Click Device Management > Gateway and click the name of the gateway you added.

The Edit Gateway Configuration window (shown previously in the Verify Gateway Accessfrom the Operations Console (page 51)) displays.

Step 3 Select File Transfer > Scripts and browse to the location of the gateway files listed below:C:\Cisco\CVP\OPSConsoleServer\GWDownloads\

Note: For each file below click Open and then Transfer.

• CVPSelfService.tcl

• CVPSelfServiceBootstrap.vxml

• critical_error.wav

• cvperror.tcl

• ringtone.tcl

After each file transfers, you should see a "successfully transferred" message.

Figure 31: Successfully Transferred File to the Gateway

Step 4 Repeat the select and transfer process to transfer each file in the list above.

Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises

The configuration for your gateway must be updated to support the exercises in this guide. Thechanges/additions you need for exercises 1 through 3 are found in GWConfigChgs_gsExs.txtwhich is available at the following Cisco URL:

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

Open the file in an editor such as Notepad, and make changes specific to your lab setup, asexplained in the task below.

In the following steps you will update the placeholder comments in the file with the IP addressesof your lab configuration.


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Note:

• After you modify the file, the next task explains how to use the gateway's config t mode(configure from terminal) to copy the items from GWConfigChgs_gsExs.txt to your runninggateway configuration.

• Changes required for the Comprehensive Call Flow Exercise are addressed in that exercise.

• For an explanation of items in the gateway configuration file, refer to the examples in theConfiguration and Administration Guide for Cisco Unified Customer Voice Portal.

Step 1 Open the GWConfigChgs_gsExs.txt file in a text editor that will preserve its line breaks (suchas Notepad) and complete the following steps to modify the configuration file based on yourown equipment IP addresses.

Step 2 TTS Server IP — In Exercise #2 you will create a custom voice application. You have thechoice of using a .wav file or a TTS server to provide the output for the application. If you willuse a TTS server, modify the lines below (in the GWConfigChgs_gsExs.txt file) to include theIP address(s) for your TTS/ASR server(s); otherwise, skip to the next step and the lines willsimply be rejected by the gateway when you attempt to add them.

ip host tts-en-us <put IP of TTS server here>ip host asr-en-us <put IP of ASR server here>

Step 3 CVP VXML Server IP — The following configuration lines from GWConfigChgs_gsExs.txtidentify the voice applications to the gateway (that is, the built-in voice application, HelloWorld,and customhelloworld, the voice application you create in Exercise #2). Replace <put CVPVXML Server IP here> (in two places) with the IP address you are using for the all-in-one-boxCVP installation.

Note: The last line of each application configuration below identifies the exact name used forthe application. This is the only line in the definition that is case sensitive. That is, you mustidentify HelloWorld exactly as shown (that is how it is deployed on the VXML server). Identifycustomhelloworld (lowercase) exactly as you will type it later when you create the customvoice application. (It is only necessary to modify the lines that specify the VXML IP address.)

applicationservice helloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld

application service customhelloworld flash:CVPSelfService.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app customhelloworld


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Step 4 The final sections of GWConfigChgs_gsExs.txt that you must modify are the dial-peer sections.These sections are the configuration lines that tell the gateway to process the calls coming inand that associate specific phone numbers with specific voice applications that the gatewayshould request from the VXML server.

The first dial-peer section below tells the gateway to accept all digits from the POTS phone.The next two sections essentially tell the gateway to send the call to itself, converting the callto VoIP in the process, then request the proper voice application from the VXML server, basedon 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.

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

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

Back Up Your Existing Voice Gateway Running Configuration

Before you modify the gateway's running-config configuration file, back it up, as described inthis task. This action enables you to revert the gateway configuration to its state before you


56



make 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 your voice gateway.

The hostname prompt for your gateway displays. Example: MyGateway

Step 2 You must be in enable mode to copy the gateway's configuration. At the gateway's hostnameprompt, enter en and press <Enter>. Then enter the password you established for your gateway'senable mode.

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

Step 3 To back up the running configuration to a filename that you supply, enter the command below(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 above steps assume that your running configuration is the same as you startup configuration.If they are not, and you wish to backup the startup configuration, use the command: copy startup<somefilename> <Enter>

Copy the Configuration Changes to Your Voice Gateway's Running Configuration

In this task, you access configuration mode in your voice gateway to copy and paste theconfiguration changes into your existing gateway configuration file fromGWConfigChgs_gsExs.txt (the file you modified for your specific configuration changes.

Note: The gateway will most likely produce various error and warning messages when youpaste in the configuration file changes during the following steps. In most cases, these errorsmean particular configuration commands are already in the file. In which case, the errors do


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not affect these exercises. However, you may wish to print the GWConfigChgs_gsExs.txtbefore you begin the changes and compare it with the output the gateway produced when youcopied the changes to the running configuration. Noting the errors produced may help you ifyou find that the gateway does not run the exercises after you copy the changes to the runningconfiguration.

Step 1 Telnet to the CVP server as described in Back Up Your Existing Voice Gateway RunningConfiguration (page 56)

Step 2 Enter enable mode to modify the gateway's configuration.

Type: en and press <Enter>, then enter the enable password for this gateway.


Step 3 Access configuration terminal mode on the Gateway as follows:

At the command prompt, type: config t <Enter>

Step 4 Select the entire GWConfigChgs_gsExs.txt file that you modified and copy the configurationentries from this file into your local computer's cut/paste buffer.

Step 5 In the Telnet window, right-click to automatically use the Paste function to paste all of thecommands into the existing configuration file at once.

Note: If the above method does not work, right-click the Telnet title bar and select Properties> Options; be sure you have Insert Mode selected.

Step 6 (Optional) It is likely that the gateway will produce various error and warning messages as itprocesses the commands in the configuration changes file. If you wish, scroll back through theTelnet output and mark the errors on the copy of GWConfigChgs_gsExs.txt that you printed.In most cases these errors will not interfere with the exercises. Some reasons for the errors are:

• Parameter not registered — Ignore these warnings. The parameters will be registered whenyou load the new application in Load the New Voice Gateway Application Services (page59).

• Invalid input — Often this message is produced if the command is already in the runningconfiguration before you attempt to add it. If you saved the running configuration to a fileas explained in Back Up Your Existing Voice Gateway Running Configuration (page 56),you can examine the original file to see it if already contained those "invalid" configurationlines.

Step 7 Press Ctrl+z to exit configuration mode.

Verify the Changes Made to the Running Configuration

Examine the voice gateway's running configuration to verify that the changes you added arepresent.


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Step 1 In the Telnet window for the gateway, use the show run command to examine the configurationthat the gateway is now running.

Step 2 Compare the new running configuration with the changes in GWConfigChgs_gsExs.txt.Especially check the application and dial-peer sections of the configuration and verify that theCVPSelfService, HelloWorld, and customhelloworld application, dial-peer configurations, andIP references are as expected.

Save the New Running Configuration to the Startup Configuration File

In this task, you will save the new, combined running configuration as a new startupconfiguration.

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 56).

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 <Enter>

Or just: copy running startup <Enter>

Type <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.

Step 1 If necessary, log into the voice gateway and enter enable mode by typing: en <Enter> on thecommand line and supplying the enable mode password.

Step 2 For each of the following application services, type the command:

call application voice load <service-name> <Enter>


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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's 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 30): 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 157).


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Complete the Exercise by Placing the Test Call

Installing Unified Call StudioNote: Unified Call Studio is only supported on Windows XP and Vista.

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 Summary screen,no part of the installation will occur, and an Exit Setup dialog box will display.

A Copyright screen displays.

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

A License Agreement screen displays.

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.


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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.


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Chapter 6: 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 CVP VXML server.

You can create either or both of 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 wish 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 tasks below include instructions for both versions of this application.

If you wish to try both versions of customhelloworld, the final task in this chapter explainshow to 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 CVP 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.



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• Exercise Prerequisites, page 64• Start Call Studio, page 64• Create a New Call Studio Project, page 64• Create the Voice Application Call Flow and Validate It, page 65• Deploy the Custom Call Studio Application to a File Folder, page 69• Deploy the Custom Application on the VXML Server, page 72• Place the Test Call, page 73• Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS

Exercise, page 74

Exercise Prerequisites

Before beginning this exercise, complete the following prerequisites:

• Install Call Studio. Refer to Installing Unified Call Studio (page 61).

• Complete the Standalone - Simple exercise which includes updating the voice gateway'sconfiguration file. Some changes you make to the configuration file apply to thecustomhelloworld exercise, or, follow the steps in the comprehensive call flow exercise toinclude this custom voice application.

Start Call Studio

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

Step 2 From the main window of the CVP server, select Start > Programs > Cisco > Cisco UnifiedCall Studio.

The trial period message displays. Click OK to continue.

Figure 32: Call Studio - License Activation Message

Create a New Call Studio Project

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


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Chapter 7: Add a Custom Voice Application Created with Call Studio


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

The New Call Studio Project wizard starts.

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

Step 3 For the location leave Use default location checked.

You should see a window similar to the following.

Figure 33: Call Studio - New Project Named

For this exercise, you will use the default settings on the remaining wizard new projectconfiguration windows. 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's workspace displays a Start of Call element as the first element in anew voice 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 64).

Step 2 From Elements tree > Subdialog Elements > Cisco, drag and drop CVP Subdialog Start andCVP Subdialog Return elements to the call flow window and place them under the Start ofCall element as shown in the figure below Step #3.


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

Step 3 Also from the Elements tree drag the Audio block over (from the top of the Elements tree) andplace it between the CVP Subdialog Start element and the CVP Subdialog Return element, asshown in the figure below.

Figure 34: 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.

You should see a call flow chart similar to the following:


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Figure 35: Call Studio - Creating customhelloworld Call Flow - Connections

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

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

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.


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Figure 36: Call Studio - Creating customhelloworld Call Flow - Audio Element

Step 6 If you are creating the non-TTS version of this exercise, complete the following sub-steps:


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 yourserver's IP address (use the CVP all-in-one-box IP address).

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

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


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Figure 37: 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 CVP Subdialog Return - Caller Input Error (page 170).

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, you will see a Call Studio error message; otherwise,you should see a Validation Successful message in the status bar at the bottom of the window.

Step 9 Click the Diskette icon 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 CVP VXML server.

Note: This action converts the development files to their run time format. It copies the files tothe CVP file structure. It does not deploy (load) the application to the VXML server. Thatoperation is 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.


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The Deploy Call Studio Project(s) window displays. The Folder entry will actually be empty.The example below shows you the path you will select in the next step.

Note: You will onlysupply the part of the folder path shown below. Then the application willautomatically be placed in its own folder under VXMLServer\application.

Figure 38: 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.


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Figure 39: 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 CVP all-in-one-box server andbrowse to: C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployedapplication files.


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Figure 40: 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's file system and youloaded a reference to it onto the voice gateway's running configuration (in Exercise #1),customhelloworld has not been deployed on the VXML server. That is, the application is notyet active on the server.

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

Step 1 Using a program such as VNC viewer, log into the CVP 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.


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For a description of all the .bat files, refer to Access the VXML Server Administrative BatchFiles (page 166).

Step 4 Double-click the deployApp.bat file. Respond y <Enter> to the "are you sure" prompt andignore 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. It should be "running."

Figure 41: 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 42: 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 (page30):

• For FXS input: 7002221111

• For VoIP input: 7005551234


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Step 2 Listen to the customhelloworld response.

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

This task assumes you have completed the TTS version of customhelloworld and wish to trythe non-TTS version.

Note: The instructions below 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 64) to access the Call Studio.

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


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 willneed to point to the location of the audio file on the media server, using your server's IPaddress (the all-in-one-box IP address). Example, enter:http://10.86.132.141:7000/CVP/audio/holdmusic.wav


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Figure 43: 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 will first try to playthe .wav file. If the application fails to locate the audio file, it will then attempt to play thetext. If it successfully plays the text, but not the audio file, you know that customhelloworldis working, but there is an error in the URI you entered, or you did not copy the .wav fileto the 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 157).

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



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


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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 callreporting data using the CVP built-in Informix database. It also provides additionaltroubleshooting experience. The goal of this exercise is to configure Unified CVP to record datagenerated by calls requesting the customhelloworld application you created in the previousexercise and then examine that data.

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

Note:

• The built-in voice application HelloWorld does not generate complete reporting data. Thisexercise uses the customhelloworld application.

• Adding "reporting" to the all-in-one-box configuration requires a new configuration for theCVP VXML server that references the CVP call server. The CVP call server acts as theinterface between the CVP VXML server and the CVP reporting server. One of the tasks inthis exercise explains how to remove the standalone definition of the VXML server andreplace it with a definition that includes the call server reference. Despite this change withinthe Operations Console, the exercise is still a standalone implementation of CVP, that is, thevoice browser (VXML gateway) interfaces directly with the VXML server. In this exercise,the CVP call 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:


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• The CVP VXML Standalone Server with Reporting CVP exercise uses the Reporting Package,one of the CVP installation selections. This package requires the hostname or Windows'shostname for the CVP server to be 12 characters or less and the hostname cannot includeany dashes. In the example exercises, the CVP server's hostname is DOCCVP801. If thehostname does meet these requirements, the exercises will work properly, and will createcall reporting events. However, no data will be written to the Informix database.

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

• If you did not install the reporting package when you installed the CVP software, rerun theCVP installation and add the CVP reporting component. Refer to Install Unified CVPComponents (page 33).

• 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 need to run the followingbatch file:

• ReportingRunAsInformix.bat. This batch file sets up an instance of the Informix databasefor CVP.

Complete the steps below.

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

Step 2 Log in to the CVP server as user informix using the password you established for reportingwhen you installed CVP.

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

Step 4 Double-click ReportingRunAsInformix.bat to run, and confirm this action at the prompt inthe command window.

A number of setup commands will 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 will need to add a comment such as ran reporting batch files before you can initiatethe shutdown process.


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Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting)


Identify and Configure the CVP Call Server

Before you can configure the reporting server, you must configure the CVP call server that youwill associate with the reporting server.

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

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

• IP address of the CVP call server. (For an all-in-one-box configuration, this is the same IPaddress as for the 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 CVP 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 CVP server as administrator using a program such as VNC Viewer.

Step 2 Select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console andlog into the CVP Operations Console using the password you established when you installedthe CVP software.

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

The CVP Call Server Configuration window displays.


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Figure 44: CVP Operations Console - Define the CVP Call Server

Step 4 Enter the following information:

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

b. Hostname of the CVP call server (same as the CVP 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 Call Server Configuration window displays, having additional tabs.

Figure 45: CVP Operations Console - Define Additional Call Server Configuration Items


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Step 6 Select the SIP tab and enter the following Local Static Routes information (top right sectionof the window):

a. Enter each dialed number you configured for customhelloworld, along with the IP addressof the voice gateway.

b. Examples used in the prior exercise:

• 7002221111 and 10.86.132.177

• 7005551234 and 10.86.132.177

Step 7 Click Save &Deploy to accept the default value for the items in the other tabs, save theconfiguration, and deploy the call server to the CVP example installation.

You should see a "successfully added to the network map" message.

Add the 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 will add the reporting server to the CVP Operations Consoleand associate it with the CVP call server so the data can be collected.

You will 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 CVP all-in-one-boxserver).

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

• The Reporting password you created during installation.


Step 2 Choose Device Management > CVP Reporting Server.

A window listing reporting servers opens.


The 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 our example).


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Step 5 Associate the CVP call server to the reporting server by selecting the call server's hostnamefrom the Available pane and clicking the right arrow icon to add the call server to the Selectedpane.

Figure 46: CVP Operations Console - Add Reporting Server

Step 6 If desired, examine the information in the other tabs. For this exercise you will use the defaultvalues.

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 CVP serverafter you replace the old, standalone version, of the VXML server. Do not restart the CVPserver now.

• If you previously completed the comprehensive exercise, you have already replaced theVXML standalone server, restart the CVP server now and then skip to Configure the VXMLServer to Send Call Data (page 84).

Remove and Replace Existing "Standalone" VXML Server Definition

The CVP VXML server sends its call data to the reporting server through the CVP call server.For this reason, you must create a definition of the VXML server in the Operations Consolethat includes its associated call server. The "standalone" VXML definition in the OperationsConsole does not include call server information. In this exercise, you will delete the old VXMLserver definition and add 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 in to the Operations Console. Refer to Start the CVP Operations Console (page 45).


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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 > CVP VXML Server (standalone).

Step 3 At the Find, Add, Delete, Edit CVP VXML Servers (standalone) window, select the radio buttonfor the VXML server added in the earlier exercises and click Delete. Confirm the deletion.

Step 4 Select Device Management > CVP VXML Server (not standalone).

Step 5 At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the CVPVXML 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 for the "standalone"definition you just deleted. This will be the IP address and hostname of the all-in-one-box CVPserver/virtual server you are using for these exercises.

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

Step 8 Click Save & Deploy.

Step 9 Select Device Management > CVP VXML Server and verify that the newly defined VXMLserver's Device Status is Configured.

Step 10 Close the Operations Console.

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

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 solutions, refer to the Troubleshooting Tipsand Techniques (page 157) and to Troubleshooting Guide for Cisco Unified Customer VoicePortal.

• Description — An optional text description for the device.

Complete the following steps to view the server states:


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Step 2 From the Device Management menu, one-by-one select: CVP Call Server, CVP ReportingServer, and CVP VXML Server and verify that each server is "configured."

Step 3 If any server's device state is Invalid, edit the server's configuration and click Save & Deploy.This action should reset the server's 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 > CVP VXML Server.

Step 2 Click the radio button to the left of the server's 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.

Step 6 Restart the CVP 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 CVP servers from the OperationsConsole. 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.


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Figure 47: CVP Operations Console - Control Center - Network Map

Note: The status of each server should be as shown above. The call server's status is Partial inthe standalone exercises because there is no PG connection to ICM needed. If you are continuingthe comprehensive exercise, the call server's status should be Up.

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

a. From the Control Center, select the VXML server's 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.

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: Be sure you 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 FXS (POTS) input: 7002221111


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


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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, you shouldhear the holdmusic .wav file.

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 > CVP Reporting Server.

Step 2 Click the radio button to the left of the server's 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 below.

Figure 48: 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. You should see the VXML Events Received count increase.

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.


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If you wish to create a user complete the following steps.

Step 1 From the Operations Console choose Device Management > CVP Reporting Server.

The Find, Add, Delete, Edit Reporting Servers window opens.

Step 2 Select the reporting server by clicking the link in its name field or by clicking the radio buttonpreceding 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.

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's passwordthat you established when you installed the CVP software.

Step 9 Click Add to add the user.

You should receive a message: User <name> successfully added as a reporting user.

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.


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• 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 CVP 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, enter: cvp_dbadmin and press <Enter>.

Note: The cvp_dbadmin user is created when you install the CVP software.

e. Enter the password you created for reporting when you installed the CVP software.

f. At the SELECT DATABASE prompt, use the arrow keys and press <Enter> to select thecvp_data<hosname> database.

The dashed line below the menu should now show the database name as shown below.

Figure 49: 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 CVP 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 87).


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Step 3 Enter one of the queries below; 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 Subdialong 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

Step 4 Press r to run the query.


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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 CVP test environment. The test environmentincorporates the CVP VXML server, call server, and reporting server in a single all-in-one-boxconfiguration. It also uses a voice gateway with browser. The single box gateway incorporatesthe elements needed for both the ingress gateway and the voice browser as described inComprehensive Call Flow (page 16) (call flow description). The ICM installation in this exerciseis 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 92).

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 Cisco's built-in voice application, HelloWorld.The caller should be able to use either a standard analog phone connected to your gateway'sFXS 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 ExercisesPrerequisites (page 93) for more information.

• Extend the basic customhelloworld ICM script to transfer the call to another phone.

• Use the reporting server, included with the CVP installation to place call data into the cvp_dataInformix database and retrieve that data.


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Chapter 9

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 92• Exercise Prerequisites, page 93• Section A: Ingress Gateway/Voice Browser Configuration, page 94• Section B: CVP Configuration for Use with ICM, page 105• Section C: Install a Peripheral Gateway Between CVP and ICM, page 110• Section D: ICM Scripting Configuration for CVP, page 133• Section E: Configuring Unified Communications Manager, page 142• Complete the Main Exercise, page 142• Add Call Transfer to the Exercise, page 143• Add the Reporting Elements to the Exercise, page 145

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 50: 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 twosubsystems are hosted on a single platform. The gateway configuration required for thisexercise consists of modifications to the gateway's running configuration file.


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Chapter 9: 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 CVPservers are hosted by a single platform (all-in-one-box configuration). They are identifiedand configured using the CVP Operations Console. The reporting database can also beinstalled as part of the CVP installation. There are several setup tasks included in Section Bof the exercise instructions.

• C — CVP to ICM Peripheral Gateway. This gateway connects CVP to ICM through theCVP call server.

• D — ICM. In comprehensive call flow model, ICM handles the call, routing the call andsending requests it generates for IVR functions to CVP. Configuration includes all elementsof ICM that must interact with CVP.

• E — Unified Communications Manager. The Unified Communications Manager providesVoIP interconnection. It interfaces directly with CVP and the voice gateway.

To configure each of the elements above, refer to the corresponding configuration tasks in thischapter. 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 CVP server orvirtual server. 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 Unified CVP Software)(page 24).

• 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 25).

• If you did not perform the previous exercises, install the Cisco Unified CVP software package,including the Reporting package, if desired. Refer to Install Unified CVP Components (page33).

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.


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• As part of the exercise prerequisites, install Call Studio now. Refer to Installing Unified CallStudio (page 61).

• Later, in this comprehensive exercise, you will be instructed to go to Add a Custom VoiceApplication Created with Call Studio (page 63) 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 74). 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 modified the gateway's running configuration, restore it to its baseline configuration.

• Customize the changes file with your IP and other details and copy the change file contentsinto the gateway's running configuration.

• Log into the CVP Operations Console; register the gateway; verify that the Operations Consolecan reach the gateway; copy all required files from the CVP installation to the gateway.

These basic tasks are presented in the detailed tasks in this section.

Restore the Gateway's Running Configuration

If you completed the previous exercises, your gateway's current running configuration containsmany commands applicable to CVP's standalone call model. This could get confusing if youalso add 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.

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:


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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's configuration. At the gateway's hostnameprompt, enter en and press <Enter>. Then enter the password you established for your gateway'senable mode.


Step 3 To restore the gateway's running configuration, if you have changed the gateway's startupconfiguration, first restore it from a saved configuration file as follows:

a. copy <saved_config> startup <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: Destination filename [somefilename] press Enter to confirm the filenameand 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. reload <Enter>

b. y <Enter>

Modify the Supplied GWConfigChgs_Comprehensive.txt File to Use with the Comprehensive Exercise

The configuration for your gateway must be updated to support this exercise. Thechanges/additions you need for this exercise are found in GWConfigChgs_Comprehensive.txtwhich is available at the following Cisco URL:



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In the following steps you will update the placeholder comments with the actual IP addressesthey reference, based on your own lab configuration. Open the file in an editor such as Notepad,and make the changes, as explained in the task below.

Note:

• After you modify the file, the next task explains how to use the gateway's config t mode(configure from terminal) to copy the items from GWConfigChgs_Comprehensive.txt toyour running gateway configuration.

• For an explanation of items in the gateway configuration file, refer to the examples in theConfiguration and Administration Guide for Cisco Unified Customer Voice Portal.

Step 1 Open the GWConfigChgs_Comprehensive.txt file in a text editor that will preserve its linebreaks (such as Notepad) and complete the following steps to modify the configuration filebased on your own equipment IP addresses.

Step 2 TTS Server IP — If you choose to include the custom voice application, you have the choiceof using a .wav file or a TTS server to provide the output for the application. If you intend touse a TTS server, modify the lines below (in the GWConfigChgs_Comprehensive.txt file) toinclude the IP address(s) for your TTS/ASR server(s); otherwise, skip to the next step and thelines will simply be rejected by the gateway when you attempt to add them.

ip host tts-en-us <IP of TTS server>ip host asr-en-us <IP of ASR server>

Step 3 Locate the following dial-peer definition and replace the reference to the Cisco CommunicationsManager with the IP address of your Communications Manager server. The destination-patternphone number in this dial-peer is 8005557777. Unless you intend to use a different number forthe test, leave this number in the definition.

dial-peer voice 800 voip description Send to Communications 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

Step 4 Optionally, you may want to print the modified configuration change file so you can compareit with the messages produced by the gateway when you add the changes to the runningconfiguration (the next task).

Modify the Gateway's Configuration File

In the following task you will take your gateway's basic working configuration (its runningconfiguration) and add the configuration items needed to perform the comprehensive exercise.

Step 1 If you have not backed up the gateway's unmodified running configuration file, refer to BackUp Your Existing Voice Gateway Running Configuration (page 56)


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Step 2 Telnet to the CVP server as described in Restore the Gateway's Running Configuration (page94).

Step 3 To modify the gateway's configuration, you must be in enable mode. Enter enable mode, asfollows:

Type: en and press <Enter>, then enter the enable password for this gateway.


Step 4 Access configuration terminal mode on the Gateway as follows:

At the command prompt, type: config t <Enter>

Step 5 Select the entire GWConfigChgs_Comprehensive.txt file you modified and copy theconfiguration entries from this file into your local computer's cut/paste buffer.

Step 6 In the Telnet window, right-click to automatically use the Paste function to paste all of thecommands into the existing configuration file at once.

Note: If the above method does not work, right-click the Telnet title bar and select Properties> Options; be sure you have Insert Mode selected.

Step 7 (Optional) It is likely that the gateway will produce various error and warning messages as itprocesses the commands in the configuration changes file. If you wish, scroll back through theTelnet output and mark the errors on the copy of you made ofGWConfigChgs_Comprehensive.txt. These errors should not interfere with the exercise. Somereasons for the errors are:

• Parameter not registered — Ignore these warnings. The parameters will be registered whenyou load the new application in Load the New Voice Gateway Application Services (page59).

• Invalid input — Often this message is produced if the command is already in the runningconfiguration before you attempt to add it. If you saved the running configuration to a fileas explained in Back Up Your Existing Voice Gateway Running Configuration (page 56),you can examine the original file to see it if already contained those "invalid" configurationlines.

A helpful process is to continue with the exercise. If you have issues with the exercise that thetroubleshooting section attributes to the gateway configuration, compare the modified runningconfiguration with GWConfigChgs_Comprehensive.txt to see if the changes did, in fact,become part of the running configuration.

Step 8 You may want to back up the new version of the running configuration:

copy run <mysavedconfig>


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

In this task, log into the CVP Operations Console as a pre-step for identifying the gateway toCVP.

Note:

• Use the following steps whenever needed throughout this exercise to log into the CVPAll-in-One-Box Server and start the Operations Console.

• The steps below use VNC Viewer to access the CVP Operations Console; you can also loginto the 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 CVP server). However, the exercises useVNC Viewer because you will likely be performing other tasks such as executing a batchfile or restarting the server.

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

You see a Windows 2003 screen such as the following:

Figure 51: CVP All-In-One-Box Server - Main Window

Step 2 Start the Operations Console: Start > Programs > Cisco Unified Customer Voice 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.


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Figure 52: CVP Operations Console - Login Window

Step 3 Log in to the Operations Console as administrator using the password you established whenyou installed the CVP product.

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

Figure 53: CVP Operations Console - Main Window

Add the Voice Gateway to the Operations Console

This task identifies the voice gateway to the CVP Operations Console for management andenables you to transfer files to the gateway.

Step 1 In the Operations Console, select Device Management > Gateway > Add New.

The Gateway Configuration window displays.


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Figure 54: 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 Click Save.

A confirmation window displays showing the IP address and hostname of the gateway youadded. The message urges you to verify the device credentials using IOS command. The nexttask covers this requirement.


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Figure 55: CVP Operations Console - Gateway Added Successfully

Verify Gateway Access from the Operations Console

Complete the following tasks to verify that the Operations Console can access your gatewayusing the login information you entered when adding the gateway to the Operations Console.

Note: You can also access the gateway's running and start up configuration files using the IOSCommand menu described in the procedure below.

Step 1 From the Operations Console, select: Device Management > Gateway.

The List of Gateways window displays, showing the gateway you entered previously.

Figure 56: CVP Operations Console - Verify Gateway is Configured in the CVP Operations Console

Step 2 Click the name of the gateway you added.

The Edit Gateway Configuration window displays the configuration information you enteredpreviously.


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Figure 57: CVP Operations Console - Verify the CVP Operations Console can Access the Gateway

Step 3 Click IOS Commands > Show Version. This action attempts to access system informationdirectly from the gateway, using the gateway configuration information you entered.

If the operation is successful, the system image file displays hardware and software versioninformation such as in the image below. Important! Write down the System image fileinformation from this window. (It is included in the first full line shown below. Example:12.4(15)T6.


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Figure 58: CVP Operations Console - Gateway Show Version Command

Note: If the operation is not successful, select Device Management > Gateway. Select thenew definition and click Edit to examine and correct the information such as the IP address,username, and passwords. Some information cannot be modified which could require you todelete the definition and reenter it properly.

Step 4 If you did not examine and confirm the gateway's software version while you were performingthe prerequisites, compare the version number you wrote down in the previous step with thelist of ISO image versions supported for CVP 8.0. Refer to Hardware and System SoftwareSpecification for Cisco Unified CVP (BOM) for software version information. If the image isnot a supported image for this version of CVP, you must obtain a new image and install it onyour gateway. (If you must replace the image file, save the changed configuration file first, soyou do not have to repeat the earlier tasks.)

Transfer Required CVP Gateway Scripts and .wav Files to the Gateway

Use the following steps to transfer required files to your voice gateway. The files must betransferred one-at-a-time.


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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 CVP Operations Console, refer to the steps in Start the CVPOperations Console (page 98).

Step 2 Click Device Management > Gateway and click the name of the gateway you added.

The Edit Gateway Configuration window displays.

Step 3 Select File Transfer > Scripts and browse to the location of the gateway files listed below:C:\Cisco\CVP\OPSConsoleServer\GWDownloads\

Note: For each file below click Open and then Transfer. If you performed the standaloneexercises, 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

After each file transfers, you should see a "successfully transferred" message.

Figure 59: CVP Operations Console - Successfully Tranferred File to Gateway

Step 4 Repeat the select and transfer process to transfer each file in the list above.

Step 5 Leave the Operations Console open; you will use it in the next task.


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Section B: CVP Configuration for Use with ICM

In the Comprehensive call flow model, the gateway sends the call request to the CVP call serverinstead of directly to the VXML server. Complete the following tasks to set up CVP for usewith ICM.

Identify and Configure the CVP Call Server In the Operations Console

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

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

• IP address of the CVP call server. (For an all-in-one-box configuration, this is the same IPaddress as for the 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 CVP Operations Console is not already running, log into the CVP server as administratorusing a program such as VNC Viewer.

Step 2 Select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console andlog into the CVP Operations Console using the password you established when you installedthe CVP software.

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

The CVP Call Server Configuration window displays.


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

b. Hostname of the CVP call server (same as the CVP 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.


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Figure 60: CVP Operations Console - Define the CVP Call Server

Step 5 Click Next.

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

Figure 61: 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 Select the SIP tab and enter the following Local Static Routes information (top right sectionof the window).

Each entry below includes the DN, the target for that DN, and an explanation of how the staticroute is used. The ">" character is used to indicate "any additional digits." For example, 9191was entered as 91> and 9292 is entered as 92>. This convention enables the numbers to matchtheir intended targets, even after the system adds additional identifying digits during the callhandling process.

• 91> and 10.86.132.177 (ingress gateway's IP address)


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This entry matches the ringtone.tcl dial peer in the gateway configuration. It provides thesound of the ringing phone after you dial the exercise test number.


This entry matches the cvperror.tcl dial peer in the gateway configuration. It provides errorhandling.


This entry will match the VRU label you establish later in ICM. It is used to pass incomingcalls to ICM. The ">" indicates any additional digits after the "123456789" and is addedbecause additional digits are added to the label by ICM.

• 40> and 10.86.132.142 (Unified Communications Manager)

This entry identifies a set of phones that the CVP Unified Communications Manager cansend the exercise test call to. In this test setup, we send the call to a phone with an extensionbeginning with 40. The 40> entry will match any phone number that begins with 40. The IPaddress should be the Unified CM server you are using for this exercise. If you will be sendingthe call to a different phone number, use that number instead of 40>.

Figure 62: CVP Call Server - Configure for Comprehensive Exercise

Step 8 Click Save &Deploy to accept the default values for the items in the other tabs, save theconfiguration, and deploy the call server to the CVP example installation. (You will receive amessage that certain fields have changed. Click OK to continue.)

You should see a "successfully added to the network map" message, similar to the following.

Figure 63: CVP Operations Console - Call Server Successfully Added

Step 9 Leave the Operations Console open for the next task.


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Add the CVP VXML Server to the CVP Operations Console

Complete the following steps to identify, configure and deploy the CVP 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 the next task.

• Otherwise, if you previously added a standalone VXML server, you will need to delete itbecause the new definition uses the same IP address. Complete the following steps.

Step 1 If necessary, log in to the Operations Console. Refer to Start the CVP Operations Console (page45) 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 sub-steps to deletethe VXML standalone instance; if the standalone instance does not exist, or is already deleted,skip to the next step.

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

b. At the Find, Add, Delete, Edit CVP VXML Servers (standalone) window, select the radiobutton for the VXML server added in the earlier exercises and click Delete. Confirm thedeletion.

Step 3 If you have not added a non-standalone VXML server to the CVP all-in-one-box configuration,select Device Management > CVP VXML Server (not the standalone selection).

Step 4 At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the CVPVXML 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 CVP 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 CVP call server you defined earlier.


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Figure 64: CVP Operations Console - Add Non-standalone VXML Server

Step 8 Click Save & Deploy.

You will see a confirmation message telling you that you must restart the call server.

Step 9 Select Device Management > CVP VXML Server and verify that the newly defined VXMLserver's Device Status is Configured.

Step 10 Close the Operations Console.

Step 11 You must restart the 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 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 72).

Step 1 If you have not installed Unified Call Studio, install it now. Refer to Installing Unified CallStudio (page 61).

Step 2 Create the customhelloworld voice application. Refer to Add a Custom Voice ApplicationCreated with Call Studio (page 63) 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 74).


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Stop after you create the application. You will test the application after you complete thecomprehensive exercise setup.

Section C: Install a Peripheral Gateway Between CVP and ICM

On the All-in-One-Box CVP server, using the ICM software, install a Peripheral Gatewaybetween CVP and ICM.

Installing and configuring a Peripheral Gateway that interfaces between CVP and ICM involvesthe following tasks:

• Examine the ICM installation and verify enough PG places are allocated on ICM.

• Add the PG to the ICM Configuration Manager to obtain a PG ID.

• Install the PG on the all-in-one-box CVP server.

• Define the VRU on the ICM system.

• Set the newly defined VRU as the default VRU within the ICM system.

Verify Enough PG Places Have Been Allocated on ICM

In this task, run the ICM setup program and verify that the proper number of spaces are allocatedfor PGs.

Step 1 Log into the server that is hosting ICM using a tool such a VNC Viewer.

Step 2 To run the ICM setup program, click Start > Run and enter icmsetup in the text box and clickOK.

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 inthe ICM Instances pane. You will need to create an instance (later) in CVP with the same name.The "instance" used in this exercise is icm.


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Figure 65: 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 previous 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 Device Management Protocol Properties window, shown below.


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Figure 66: 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 notenter 1-2 in this box, indicating that ICM should use PGs in the range 1 through 2.

Note: If you are using the ICM installation for other purposes, and require additional PGs, adjustthe number in the Peripheral Gateway Devices box accordingly, ensuring that you have 2 PGsfor 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 VRU on ICM

Define the Voice Response Unit on the ICM system. Use the values listed in the steps below.The VRU name is needed when you define the peripheral gateway, later in this section.

Step 1 Log in to your ICM server using VNC viewer or a similar program.

Step 2 On your ICM server, double-click the ICM Admin Workstation icon to open the workstationinterface.

The workstation folder opens displaying a number of management tools.

Step 3 Double-click Service Control and verify that the following services are running:


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• 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 ICM AdminWorkstation folder and send its icon to the desktop. You can now close the ICM AdminWorkstation.

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 select: 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:

• Name: Type10_CVP_VRU

• Type: Type 10 (from the drop-down list)

• Description: CVP VRU for Comprehensive Ex


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Figure 67: 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.


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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 example below). Write down the value of the Logical Controller ID.

Figure 68: 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, for some reason, you need to add the peripheral manually, click Add Peripheral(bottom left of the main window below the PG tree).

Step 7 On the Peripheral tab of the multi-configuration window, select Enable post routing (bottomof the window).

Figure 69: ICM Configuration Manager - Add PG and Get ID

Step 8 Write down the number of the Peripheral ID (5000 in the above example).


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Step 9 On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC.

Figure 70: 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 112).

Figure 71: 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


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the Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 114) 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 72: ICM - Create Type 10 VRU Label

Set the Default Voice Response Unit (VRU)

Identify the Voice Response Unit , defined in the previous step, to ICM using the ICMConfiguration Manager.

Step 1 If necessary, access ICM and start the services needed for the Configuration Manager. Refer toDefine the VRU on ICM (page 112) for details.

Step 2 Double-click the Configuration Manager icon on the desktop (or select it from the ICM AdminWorkstation).

The Configuration Manager window opens and displays a tree structure.

Step 3 Select: 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 112).


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In this example: Type10_CVP_VRU

Figure 73: 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 CVP server.

The peripheral gateway that connects CVP and ICM resides on the CVP server. You will needthe following information you recorded in the Table of Required Data (page 22):

• ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on yourUnified ICM server. You must use this same ICM instance name when you set up ICM onthe CVP server using the steps below. In the example, the instance name is: icm.


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• The controller domain name you used when you set up ICM. This is the Microsoft ActiveDirectory domain name you created for the router/logger. In the example it is:ccbu-doc-ad.cisco.com.

Step 1 Log into the server that is hosting CVP (10.86.132.141 in this example) using a tool that canrun Cisco ICM Setup from a DVD or .iso file, such a VMware Infrastructure Client.

Note: If you have previously installed a PG on this server, you do not need the ICM CD/DVD.In this case, you can use VNC Viewer to access the CVP server and run icmsetup. Select Start> Run and enter icmsetup in the text box, and click OK.

Step 2 On the CVP server, open the Unified ICM CD/DVD media, or connect to the ICM installation.iso file, and run setup.exe (or right click the drive and click autoplay.

Step 3 If it is displayed, respond No to the security hardening prompt.

Step 4 At the prompt for the ipsec pre-shared key, enter a key you could to use later to access CVPfrom the Support Tools.

Note: Although the Support Tools are not enabled (the CVP installation instructions in InstallUnified CVP Components (page 33) tell you to say "no" to the Support Tools prompt), the toolsare installed, but not activated. You must enter a key that you can use later, if you need to usethe Support Tools.

Step 5 The Cisco ICM Setup window displays.

Figure 74: ICM - Add ICM Instance

Step 6 In the ICM Instances panel, click Add to open the Add Instance dialog box shown above. Inthis box you will define the instance of ICM that CVP will use. Use the same instance namethat you used for your ICM installation.


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• 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 ICM server installation. Seethe 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 will receive the prompt:

Figure 75: 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.


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Figure 76: ICM - Add Peripheral Gateway Instance

Step 9 Click Peripheral Gateway as indicated above.

The Peripheral Gateway Properties window displays.

Figure 77: 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.


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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 78: 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 below; it does not need to match the PG name youentered on ICM.

c. Peripheral ID: the ID you recorded in Add the PG to the ICM Configuration Managerand Obtain a PG ID (page 114) (5000 in our example).

d. VRU host name: DOCCVP801

Use the local host name you gave to the CVP all-in-one-box server (DOCCVP801 in ourexample).

e. VRU Connect port: 5000 (default VRU connect port)


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Figure 79: ICM Setup - PG Setup - PIM Parameters

Note: This should be the same port number you used for the CVP call server. You can checkthis in the CVP Operations Console. Select: Device Management > CVP Call Server > theedit window, ICM tab as shown below.

Figure 80: 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 114) (5000 in the example) and click Next.


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Figure 81: ICM Setup - Install PG - Enter Logical Controller ID

Step 15 The Device Management Protocol Properties window displays. Select Side A preferred andclick Next.

Figure 82: ICM - Add Peripheral Gateway - Side A Preferred

Step 16 The Peripheral Gateway Network Interfaces window displays.

a. In the Private Interfaces section:


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• PG Private A: DOCCVP801 (hostname for your all-in-one-box CVP server)

• PG Private A high: DOCCVP801 (hostname for your all-in-one-box CVP server)

• Delete entries for PG Private B and PG Private B high.

b. In the Visible Interfaces section:

• PG visible A: DOCCVP801 (IP or Hostname for CVP)

This entry would be the IP or hostname for the all-in-one-box CVP server.

• Router visible A: IP or Hostname of ICM router

This entry would be the IP or hostname for the all-in-one-box ICM server which hosts therouter, logger, admin workstation, etc. (10.86.132.137 in this example).

• Router visible A high: IP or Hostname of ICM router

Again, this entry would be the IP or hostname for the all-in-one-box ICM server which hoststhe router, logger, admin workstation, etc.

• Delete entries for all "B" interfaces.

Figure 83: 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.

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 will continue.


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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 CVP server and double-click the ICM Service Control icon to open the ICMService Control 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 steps below.

Note: If the ECC variables feature is not enabled, the steps below also explain how to enableit.

Step 1 Log in to your ICM server using VNC viewer or a similar program.

Step 2 On your ICM server, double-click the ICM Admin Workstation icon to open the workstationinterface.

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:

• 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 will receive the following messagewhen you try to open the configuration window:


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Figure 84: 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 select: Tools > Miscellaneous Tools and double-clickSystem Information.

The System Information window displays.

Figure 85: ICM System Information - Enable ECC Variables


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b. Select the Expanded call context enabled box as shown above (upper left), and click theSave button, then the Close button.

If ECC variables were already enabled, the Expanded Call Variable List window, shown below,displays.

Note: You must click Retrieve to display the list of currently defined variables and activate theAdd button.

Add the "user" ECC variables from the table in the next step. The screen example below showsthe first user variable added: user.media.id and the dialog box ready for entry of the seconduser variable.

Figure 86: ICM Expanded Call Variable List (ECC Variables)

Step 7 To properly enter the user variables, please read the following notes carefully.

• 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.


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• It is easy to mistype a variable's name or enter the variable twice. To help ensure success,click Add 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 table below) isspecified 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.

• Press Save and then Close once you have defined all the variables.

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 have defined (or to the entry user) and clickAdd to 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:

• To simplify the table below, we assume that you check Enabled for each variable but do notcheck 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

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


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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

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.



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Specifies which files should be played to the user: Unified CVP'sText 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).

Note: ECC variables are set during runtime using set variablenode in the 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

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 our exercise, we will use the label TestCallsHelloWorld forthe HelloWorld call number.


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To configure the Call Type label, use the ICM Configuration Manager as follows:

Step 1 Access ICM and start the services needed for the Configuration Manager. Refer to Define theVRU on ICM (page 112) for details.



Step 3 Select: 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 above 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.

Configure Dialed Numbers

Create a dialed number identification composed of the number the user will dial and 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 3 Select: 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.


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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 sub-steps:

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 will be 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 112))

f. Click Save to save the dialed number definition.

Step 7 Repeat the sub-steps to create the dial number for customhelloworld: 7005557777

Step 8 Close the configuration tool.

Section D: ICM Scripting Configuration for CVP

Complete the following tasks to configure ICM scripting to work with the CVP comprehensiveexercise.

Create Network VRU Script

In this task you define a Network VRU script which the ICM script will use to be able to accessthe applications on CVP: HelloWorld and customhelloworld.




Step 3 Select: 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.


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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 ICM script to access any application on the VXML server. Youwill use it to access both HelloWorld and the customhelloworld Call Studio applicationyou created earlier.

Name: PlayCVP_CallStudioScript

The actual names of the two CVP Call Studio scripts you wish to access are identified later inthe two 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

In this example, the elements are:

• GS — Specifies the Get Speech (also Get Script) micro-application to be invoked by ICM.In this exercise this micro-application is used to get access an external application (bothCVP's build-in HelloWorld application and the customhelloworld Call Studio application).

• Server — Tells ICM to get the script from a server. The server is specified in the ICM script,using an ECC variable.

• V — Indicates that the file should come from the VXML media library or that the file is aCall Studio 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.


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h. Enter a description if desired. For this exercise enter: Use to Call a CVP Call Studio Appfrom ICM Script.

Figure 87: ICM - Create Network VRU Script

Step 7 Click Save to save the definition, then click Close to close the window.

Create ICM Call Scripts to Access HelloWorld and customhelloworld

Create an ICM Script that accesses the Network VRU script you just created, and, through theNetwork VRU script, accesses the HelloWorld application.

Note: 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 continue to edit the script:

• 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.


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Figure 88: 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 shownbelow.

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 126).


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Figure 89: ICM - Create Call Script - Add Set Variable Elements

Step 5 You will use the first variable box to identify the CVP 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 CVP server, in the Value box, enter:"http://10.86.132.141:7000/CVP"

e. Click OK to save the variable definition.

Figure 90: ICM - Create Call Script - Define user.microapp.media_server


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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 below (create a relative reference to the directory).

Figure 91: 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 ICMscript, it defines the HelloWorld application; you will identify the other application when youcreate the second ICM script. Again, the Object Type is Call. Chooseuser.microapp.ToExtVXML[] from the Variable drop-down. This variable is an array. Identifythe 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 below.

Figure 92: 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 ICM to append the name/value pairs inuser.microapp.ToExtVXML to the URl of the external VXML server.

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 below.


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Figure 93: 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 theRun External Script object (hold the button) and move to the middle of the End object andrelease the mouse button. You should see something similar to the example below.


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Figure 94: ICM - Create Call Script - Connect Elements

Step 15 Click Script > Validate. You should receive a message with no errors but one warning: Failconnection is missing. For this exercise we have not set up a fail condition. We use only thestandard error message generated automatically by the system.

Figure 95: ICM - Create Call Script - Validate Script

Step 16 Click File > Save and name the script: HelloWorld_ICM_Script and click Save. You willreceive a message indicating there are 0 errors and 1 warning. Click Yes to save the scriptanyway.

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 will need to make one change to the new script. The value foruser.microapp.ToExtVXML[] should be identical except for the voice application name.Change it from HelloWorld to customhelloworld 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 will need it again for theCreate a Call Type Manager Entry and Associate it with a Call Schedule task.


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Create a Call Type Manager Entry Routing Script and Call Schedule

On the ICM Server, using the ICM Script Editor tool, create routing scripts that handle incomingcalls used in this exercise.

Step 1 If the Script Editor is minimized, open it; or, to open the editor, from the ICM server's mainwindow, 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.


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Step 7 Repeat the sub-steps in the previous step to create a schedule for TestCallsCustomHWassociated with 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 CVP and the voice gateway toprovide 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 25).

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 171). Begin with the sub-section Quick Troubleshooting Checks forthe Comprehensive Call Flow Exercise (page 171).


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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 CVP CallServer in the Operations Console (page 105).

In the following steps you will modify the customhelloworld ICM call script to include a transferto a specific 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 CVP 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 96: 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.


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Step 8 Complete the following sub-steps 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's configuration.

Figure 97: ICM Script Editor - Configure Label

Step 9 Position the Label element and the End element as shown below.

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 98: ICM Script Editor- Transfer Call


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Step 10 Click File > Save to save and deploy the modified call script.

Note: You will receive a "warning" when the editor validates the script because the failure exiton Run Ext. Script does not have an identified path. This exercise does not provide a specificoption for the call's 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's built-in reporting using an Informix database, refer to Unified CVPVXML Server with Reporting (page 77).


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Expand the Initial ExercisesUse this chapter to experiment with additional CVP capabilities. You can add these features tothe standalone exercises or the comprehensive exercise.


• Use the CVP VXML Server as a Media Server for Your Custom Media Files, page 147• Process User Input, page 150

Use the CVP VXML Server as a Media Server for Your Custom Media Files

This topic explains how to easily set up the CVP VXML server as a media server and how tocreate media files with the proper characteristics to work with the VXML server.

The topics cover the following requirements:

• Modify the directory structure of the VXML server to support media files.

• Create a media file with properties that the VXML server can use.

• Modify the Call Studio script, or the ICM script to use the new "media" server.

Modify the CVP Server Directory Structure to Work as a Media Server

As part of the prerequisites for these exercises, you installed the CVP software on the CVPall-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 CVP Components (page34). This selection creates two sub-folders on the CVP server as follows:

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app


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• 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 CVP Operations Console can be used as a media server to access and play these files as partof a 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 CVP installation, in the CVP all-in-one-boxserver, 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 CVP 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 server as covered in Create a Media File with Proper Codex Properties(page 148).

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, select 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.


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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 CVP all-in-one-box server to the folder: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 CVP 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.

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: http://<your IP for CVP all-in-one-boxserver>: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. You should not receive any error messages.

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.


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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 Use the CVP VXML Serveras a Media Server for Your Custom Media Files (page 147).

The following exercise asks a user to press either 1 or 2, then processes their choice (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 — Tell the user to press either "1" or "2"

• YouPressedOne.wav — Confirm the user's choice was "1"

• TwoIsBetter.wav — Confirm the user's choice was "2"

• JustDontGetIt.wav — Indicate that the user pressed something other than "1" or "2"

• holdmusic.wav — This is a preexisting file. Use it to indicates that the user did not pressanything, even after a second prompt.

To create the custom media files, refer to the topics in Use the CVP VXML Server as a MediaServer for Your Custom Media Files (page 147). Place the files inC:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app.

Note: For the file holdmusic.wav, just copy it fromC:\Cisco\CVP\OPSConsoleServer\GWDownloads toC:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app.

After you create and add the above files, complete the steps in the next task to modify thecustomhelloworld script to prompt the user, accept the user's 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's input (anumber) and provide audio feedback based on the number key the user pressed. The task belowassumes you completed the tasks in Use the CVP VXML Server as a Media Server for YourCustom Media Files (page 147).

Step 1 Access the CVP all-in-one-box server using a program such as VNC Viewer.


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Step 2 Open the Call Studio application and open the customhelloworld voice application you modifiedin Use the CVP VXML Server as a Media Server for Your Custom Media Files (page 147).

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: http://<your IP for CVP all-in-one-boxserver>: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:

• 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:

• 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:


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• DigitsMaxNoInput — 1

• DigitsMaxNoMatch — 1

• 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 itsURI box, paste the URI definition from choices. This configuration allows the application toreplay the ChoicesChoices.wav file if the user does not provide input in the time frame indicatedin Digits_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 sub-steps to create the three decisions shown in the sample screen shot below:

Figure 99: 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


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Process User Input

• Element Name — Digits_01

• 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 this newlydefined expression.

e. Press 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 above sub-steps to create a second expression. In this expression the value of ConstantNumber 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 below. You will make the connections in the next step.


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Process User Input

Figure 100: Call Studio - Logic for Getting User Input

Step 24 To connect the elements, complete the following sub-steps:

a. Right click choices, select Exits States > Done and click Digits_01.

b. For Digits_01 there are three exit states. Connect Done to Decision_01, max_nomatch toDontGetIt, 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, and 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 example above.

Step 25 Right click customhelloworld in the Navigator tree and select Validate.

You should see Validation successful in the status bar at the bottom of the Builder window. Ifthere is a validation issue, it displays in the Call Studio Problems window/tab below the workarea.

Step 26 Save the modified application. You should not receive any error messages.


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Step 27 Right click customhelloworld in the Navigator tree and select Deploy.

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.

You should receive the following results:

• User presses 1 — YouPressedOne.wav

• User presses 2 — TwoIsBetter.wav

• User presses any other digit — DontGetIt.wav

• User does not press a digit — ChoicesChoices.wav and then holdmusic.wav


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Troubleshooting Tips and TechniquesThis section provides common troubleshooting tips and techniques you can use to troubleshootthe getting started exercises and your own CVP projects.


• General Troubleshooting Notes, page 157• Voice Gateway Troubleshooting Issues and Tips, page 160• VXML Server Troubleshooting Issues and Tips, page 165• Call Server Troubleshooting Issues and Tips, page 168• Reporting Server Troubleshooting Issues and Tips, page 168• Call Studio (customhelloworld) Troubleshooting Issues and Tips, page 169• Troubleshooting the Comprehensive Call Flow Exercise, page 171• Using ICM Script Monitoring to Track a Call's Progress, page 175

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

Check the following:You place a test call and immediately receivea busy signal.


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• 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 53).

• A busy signal is the response on a POTS phone if you dial a numberthat is not configured in the 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 CVP server tothe 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 53). 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 74).

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.

• Using sh run examine the voice gateway's running configuration file.Be sure there is a dial-peer defined for the number you called.


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• 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 30).

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's 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 CVP VXML server.

• If the error occurred when you dialed the number for customhelloworld,examine the voice gateway's application definition for customhelloworldand ensure that the IP address you used when you edited the file iscorrect for the CVP 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 72).

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 (above the table beside theRefresh selection) to refresh the table display.

• Check the CVP server status from the physical server that hosts it. Ifthe CVP server is down, the VXML server is also down.

• Try restarting the CVP server, then recheck the VXML status in theOperations 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's status is Up. If it is not up, try startingit from the Operations Console.

• For the TTS version of the customhelloworld exercise, be sure the TTSserver is running.

• For additional customhelloworld exercise troubleshooting, refer to CallStudio (customhelloworld) Troubleshooting Issues and Tips (page 169).


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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 theCVP server. This could cause calls to "back up" because they are notending 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 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 CVP 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 Consoleselect: 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's name is spelled properly in the gateway'sconfiguration, 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 49). Verify that the gateway is defined to the console and is"reachable" as follows:

1. Using VNC Viewer or a similar program, access the CVP server or virtual machine andstart the Operations Console program: Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console.

2. Log into the Operations Console using the password you established during the CVPinstallation process.

3. From the Operations Console menu, select: Device Management > Gateway. You shouldsee a list of all the gateways you have defined. Each gateway's status should be Configured.


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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 you should see the versioninformation that the Operations Console retrieved from the gateway.

6. If you do not receive the version information, be sure the gateway is properly defined tothe Operations Console; select: Device Management > Gateway > select the gateway> Edit. Refer to Add the Voice Gateway to the Operations Console (page 49) 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 will need to furnish the gateway's 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 showone more "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 164).

config t

Use Ctrl-z to leave terminal configuration mode.

Copies the running configuration to the filename you specify. The file will becreated in the gateway's root directory. Press <Enter> at the initial confirmation.Then y <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's root directory. Press <Enter> at the initial confirmation. Then y<Enter> to complete the copy command.

copy startup <filename>

Overwrites the current startup configuration file with the current runningconfiguration.

copy running-config startup-config


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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 will try to delete a file named y. Confirm the second promptwith y.

Display the contents of the file. If the file has more lines than display on one screen,press <Enter> to display an additional line, <Spacebar> to display an additionalscreenful of lines.

more <somefilename>

There are a large number of debug commands. These commands put additionalinformation into the gateway's 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

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's 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.


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• 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's configuration file to verify thatthe modified 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 49). Access either the startup-config or the running-config file fromthe Operations Console as follows:

1. Using VNC Viewer or a similar program, access the CVP server or virtual machine andstart the Operations Console program: Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console.


3. From the Operations Console menu, select: Device Management > Gateway. You shouldsee a list of all the gateways you have defined. Each gateway's 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 you should see the gateway's configuration file.

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-app


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must be given exactly as the application is stored on the CVP server. For example: paramCVPSelfService-app HelloWorld (upper and lower case) is used because that applicationis stored on the CVP 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 would need toenter (on the 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; it has not changed and is notaffected.

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's configuration, you have the definitions for severalapplications. If you wish to change a specific line of a specific application's definition usingconfig t mode, first you would need to enter the sub-modes needed to identify the exact lineyou wish 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 would need to enter the following commands to change just that line of the gatewayconfiguration:

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>#


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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.

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 CVP Operations Console as follows:

1. Using VNC Viewer or a similar program, access the console of the CVP server or virtualmachine.

2. Start the Operations Console program: Start > Programs > Cisco Unified CustomerVoice Portal > Operations Console.


4. From the Operations Console menu, select: 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 the Start or Shutdown button.

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 server'sstatus.


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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 CVP server. You can restart the VXMLserver by restarting the VXML service from Windows Services management on the CVP serveras follows:

1. Access Windows Services management: My Computer (rt click) > Manage > Servicesand Applications > Services.

2. Highlight Cisco CVP VXML Server.

The service's description displays to the left of the entry.

3. Within the description, click Restart.

Note: This method will restart the service more quickly than restarting it through the OperationsConsole using System > Control Center.

VXML Server Not Reachable

If you check the status of the VXML server from the Operations Console and its status is NotReachable, try the following:

• Try the methods to restart the server from within the Operations Console and from WindowsServices Management as explained in Check the Status and/or Restart the VXML Server(page 165) and Restart the VXML Server Using Windows Services Management (page 166).

• Reboot the CVP all-in-one server, then recheck the VXML server's status in the OperationsConsole. 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 CVP all-in-one-box server.

2. Browse to the location of the application you wish to administer, as follows:

– C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin

– C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin


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The following table describes each batch file.

Batch File UseBatch File Name

Deploy your custom application to the VXML server.deployApp.bat

Note: Be sure to use deployApp.bat not deployApp.sh.

Suspends the application then, after all calls are handled, removes it from the server'smemory.

releaseApp.bat

Restarts a suspended application.resumeApp.bat

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

1. Open a file browser within the CVP all-in-one-box server.

2. Browse to the location of the application you wish 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 in each phonecall's call flow.

ActivityLog

Provides a log of administrative operations such as start server, deploy and application,update and application, etc.

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


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Call Server Troubleshooting Issues and Tips

The earlier section Common Audio Responses, Error Messages, and Issues with Solutions (page157) 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 ICM.

• In the comprehensive exercise, a status of partial usually indicates a problem with theconfiguration of the PG connecting CVP to ICM. Refer to Troubleshooting the PG Installedon the Unified CVP Server (page 174).

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)will not 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. Select:System > Control Center

Status of the reporting server

From the Operations Console menu, select: Device Management > ReportingServer > click the reporting server's 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 prerequisitebelow:

The CVP VXML Standalone Server with Reporting CVP exercise uses theReporting Package, one of the CVP installation selections. This package requiresthe hostname or Windows's hostname for the CVP server to be 12 charactersor less and the hostname cannot include any dashes. In the example exercises,the CVP server's hostname is DOCCVP801. If the hostname does meet theserequirements, the exercises will work properly, and will create call reportingevents. However, no data will be written to the Informix database.


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Call Server Troubleshooting Issues and Tips

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 there is a call received. To see anexample of the error and its resolution, refer to CVP Subdialog Return- Caller Input Error (page 170).

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's 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. • Call Studio Problems tab below the design window provides

configuration error information.

• Use Default Audio Path must be deselected so that the applicationprovides the defined path, not the default path, when you implementthe 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:


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I'm sorry, we are experiencing difficulties. Pleasecall back a later time.

• Place the HelloWorld call from Exercise #1 (assumes you previouslyperformed Exercise #1 successfully).

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 CVP server, from C:\Cisco\CVP\VXMLServer\admin, runstatus.bat to verify that customhelloworld is running on the VXMLserver. You can also see if there are active callers or sessions waitingfor the customhelloworld 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 it 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\Tomcat\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 163) and to Modify theSupplied Gateway "Changes" File to Use with the Getting StartedExercises (page 54).

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.

CVP Subdialog Return - Caller Input Error

The CVP Subdialog Return element requires a yes or no value for its Call Input parameter. Inthe screen shot below, the user first left the Caller Input value blank. When the user tried to"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.


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Figure 101: 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.

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 very possible that one or more of these elements was turned off or not enabled during theconfiguration process.

The following quick checks show you the condition of these elements and, if they are not up,how to turn them on. The checks also present likely causes for their not ready conditions:


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• 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 ofthe following services that are Stopped and click Start.

– Cisco ICM icm Distributer

– Cisco ICM icm LoggerA

– Cisco ICM icm RouterA

Note: Where icm is the Unified ICM instance you are using for this exercise.

• CVP Servers — Log into the CVP all-in-one-box server and open the Operations Console.Select System > 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, select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes.

If the hostname is incorrect, click the server's 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 CVP Call Server In the Operations Console (page 105).

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 Save & Redeploy the VXML server.

• If the status of the CVP call server is Partial, check the status of the PeripheralGateway, as described in the next main bullet: Peripheral Gateway on theCVP Server.

– The VXML Server should be Up. If it is Down:

Examine the Hostname and IP address, if this information is correct , select the server andclick Start, select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes.

If you need to change the server's definition, click the server's 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 CVP VXML Serverto the CVP Operations Console (page 108). You must click Save & Deploy to make yourchanges effective.

Note: If you must delete the VXML server definition and add one with a corrected IPaddress, you will need to redeploy the customhelloworld voice application. Refer to Deploythe Custom Application on the VXML Server (page 72).

– The Gateway's status on the Control Center - Network Map will be N/A. To ensure thatthe ingress gateway is up, click the link for the gateway's entry in the table and on the EditGateway Configuration window, select IPS Commands > Show Version. You should


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see the version information for the gateway. If you get a Failed to authenticate message,be sure the Username and Passwords fields for the gateway have the correct entries andSave if necessary. If you still cannot reach the gateway, try to telnet or ping the gateway'sserver. You may need to reload the server.

• Peripheral Gateway on the CVP Server — Log into the CVP server and double click theICM Service Control icon. If the PG is not running, try to start it. If it does not start, referto Troubleshooting the PG Installed on the Unified CVP Server (page 174).

• 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 CVP server. (Scroll down and examine the SIP Information section's 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 CVP server and, using a file browser, go toC:\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 (page166).

Common Problems with the Comprehensive Exercise

The following table includes common symptoms and possible causes for failure of thecomprehensive exercise calls.

Note: The table below focuses on ICM-specific and comprehensive-unique issues. Many issuescommon to the standalone exercises, have their counterparts in the comprehensive exercise.Refer to the troubleshooting tips in Common Audio Responses, Error Messages, and Issueswith Solutions (page 157) for more suggestions and for other error messages.

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 (page174).

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.


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Be sure you have saved the latest ICM call script. If it was not saved, save the script andretry the call.

Check the connections on the calls script, refer to Add Call Transfer to the Exercise (page143).

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 CVP server's 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 (page143).

I'm sorry, we are currentlyexperiencing systemproblems and are unable toprocess your call. Please tryagain later Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174).

Be sure you properly created the Dialed Number entries using the correct numbers for thisexercise. Refer to Configure Dialed Numbers (page 132).

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 141).

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 143).

does not transfer to thedesignated VoIP extension.

Open the CVP Operations Console and select System > Control Center.Busy Signal

The status of the CVP call server is Partial. Refer to Troubleshooting the PG Installed onthe Unified CVP Server (page 174).

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.


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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 CVP server and double click the ICM Service Control icon. Select the PG service and clickStop or Start as appropriate.

Possible CausesIndication

When you run icmsetup on the CVP system, you must use the same instance namethat you used to create the ICM instance on the 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 110).

Indication: The status of the CVPcall server is partial but if youchange the CVP PG instance to"2" the example works.

The ICM system assigns this number when you add the PG using icmsetup on theICM system.

Indication: The status of the CVPcall server is partial.

On the CVP system, run icmsetup. On the Peripheral Gateway Component Propertieswindow, enter the same Logical Controller ID the ICM system assigned previously

In this exercise, the gateway's dial peer uses the label: 123456789> which will matchthe 1234567890 label configured in ICM for the VRU definition.

Indication, message: I'm sorry,we are currently experiencingsystem problems and are unable

To check for the proper label, in the ICM Communication Manager, select: Tools >Explorer Tools > Network VRU Explorer.

to process your call. Please tryagain later.

To check for the proper PG type, in the ICM Communication Manager, select: Tools> Explorer Tools > Network VRU Explorer. Click Retrieve then select the PGyou created and examine its configuration.

Indication: there is no responseat all when you make either the8005557777 or the 7005557777call.

Using ICM Script Monitoring to Track a Call's 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:


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Step 1 Log into the ICM server and open the script editor.

Step 2 Open the script you wish 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.

Figure 102: ICM Scripting Tool - Monitoring Turned On

Step 3 Place a call and wait a few seconds.

In the following example, the user placed five calls with the following results:

• The 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.


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Figure 103: ICM Scripting Tool - Monitoring Results

Note: In the comprehensive exercise you create two ICM scripts. To monitor the calls from theother dialed number, switch to the other ICM script.


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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 Release 7.x 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 Software, Release 7.0(1)1The versions of software and hardware thatare required and compatible with the UnifiedCVP solution

Release Notes for Cisco Unified Customer Voice Portal, Release 7.

0(1)2System requirements, features of the release,packaging information, limitations andrestrictions, and a list of known defects

Cisco Unified Customer Voice Portal Release 7.x 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


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Chapter 12

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

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



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/prod_installation_guides_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 Unified CVP VXMLServer

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 UnifiedCVP VXML Server

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

Software Release 7.0(1)12The ports used by Unified CVP softwarecomponents

You can also find additional background information on these related products and technologies:

• The Cisco Security Agent for Cisco Unified Customer Voice Portal - Cisco Security AgentInstallation/Deployment Guide for Cisco Unified Customer Voice Portal, Release 7.0(1)

• Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet (http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html)

• Simple Network Management Protocol (SNMP) - http://www3.ietf.org/

• Cisco Support Tools - Cisco Support Tools User Guide for Cisco Unified Software, Release2.1(1)

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


180

Chapter 12: Where Do I Go from Here?

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



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

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/products_programming_reference_guides_list.html



http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html

http://www3.ietf.org/

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, etc.); this data is moved to the CTI desktop through translation routing and is also used inICM 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 router and ICM database manager (Logger). Inaddition 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 ICMRouter. 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 fornative use 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, etc.).

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 an 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 router, and subsequently obtains routing labels in response and returns them to the IXCsignaling 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 router call typeand 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 router (typically using real-time PGdata) generates a routing label back to the routing client, which in turn presents it to the IXC.

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, e.g. domestic US and European carrier networks (andlocal 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 both communicate with the SCP or 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, etc.

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. See also: 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 concepts 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....69

VXML server, defined....166

all-in-a-box config described....19

audio file location define in Call Studio....68

bat files

for admin of voice application....69

set up reporting database....78

best way to use this guide....8

busy signal, troubleshooting....157

call data

place call to customhelloworld to create data....85

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....77

VXML standalone using custom voice app....13

call schedule, create....141

call server

activate services - ICM - IVR - SIP....80, 105

add to Ops Console and configure forcomprehensive....105

add to Ops Console and configure for reporting....79

checks if server is not up....171

local static routes....105

status for comprehensive call flow exercise....171

troubleshooting tips....168

view "configuration" state using OperationsConsole....83

Call Studio

30 day free trial period....64

access admin bat files for application....69

activate license....64

capture and process user input....150

configure decision element....150

configure digit element....150

copy and reuse elements....150

create new project....64

create voice application call flow....65

CVP Subdialog Return, error....170

define voice element....65

deploy application....69

deploy custom media file....149

installation procedure....61

prerequisites for creating an application....64

rename elements....150

steps to start application....64

troubleshooting table....169

validate application call flow....65

call types

configure for comprehensive....131

codex for media files for VXML server....148

Communications Manager

create trunk for VoIP calls....26

VoIP setup for exercises....25

components of CVP listed and described....9

comprehensive call flow exercise

add and configure call server in Ops Console....105

add PG to ICM config manager....114

add reporting....145

add VRU label....116

add VXML server to ops console....108

basic elements in the exercise, diagram....92


Index 193

Index

call flow steps with diagram....16

call schedule for routing script....141

config PG, main steps....110

configure call types....131

configure DNs....132

configure ingress gateway - summary....94

create and deploy customhelloworld - summary....109

create incoming call routing script....141

custom voice application....109

define default VRU....117

define VRU and labels for NAM and CICM....112

ECC variables....126

high-level configuration approach....92

ICM call script....135

install PG on CVP....118

local static routes....105

modify gateway configuration....96

network VRU script, define....133

overview....91

PG logical controller ID....114

PG place allocated in ICM....110

prerequisites....93

restore gateway original configuration....94

test calls....142

transfer call to an extension....143

transfer files to the gateway....103

troubleshooting, quick checks....171

comprehensive exercise


configuration file (voice gateway)

add your system's IPs....54, 95

back up the file....56

copy new items to file....57

copy running config to startup config....59

GWConfigChgs_Comprehensive.txt....96

modify for comprehensive exercise....96

restore original file before comprehensive exercise.94

sample sections with explanations....54, 95

verify changes....58

controller domain

enter for PG on CVP....118

customhelloworld

create call data....85

create project in Call Studio....64

deploy on VXML server....72

modify and redeploy....74

prerequisites....64

custom media file

create....148

deploy using Call Studio....149

proper codex for VXML server....148

custom voice appllication - create....63

CVP

components described....9

components in install packages....21

create server for CVP and Reporting....24

installation components by call flow exercise....21

installation procedure....33

license not neeed for exercises....34

subdialog elements in Call Studio....65

CVP installation

choosing CVP components to install....34

core settings....34

media server Apache Tomcat....34

select CVP packages to install....34

set up reporting DB size....38

Windows 2003 required for CVP....33

data

logins, IPs, and other data needed for exercises....22

place a call for customhelloworld to create data....85


Index 194

Index

Dbaccess

access reporting DB....87

query reporting DB....88

tips for using....87

debug commands

voice gateway....162

deployApp.bat use to deploy voice app to VXMLserver....72

diagram

basic elements in comprehensive exercise....92

comprehensive exercise call flow....16

customhelloworld call flow....13

HelloWorld call flow....11

standalone with reporting....14

dialed numbers

configure for comprehensive....132

configure local static routes for comprehensive....105

dial peers for voice gatway discussed....54, 95

ECC variables

configuration steps....126

enable window so can define variables....126

example of use in ICM call scripts....135

how to enable in ICME Config Mgr....126

required list to add, table of definitions....126

table with descriptions....126

exercises

add PG to ICM config manager....114

add reporting server to ops console....81

add standalone VXML server to Ops Console....48

add voice gateway to CVP ops console....99

add voice gateway to op console....49


add VXML server for comprehensive....108

back up gateway config....56

call server, add to Ops Console, configure forcomprehensive....105

call server, add to Ops Console, configure forreporting....79


chart of components by exercise....21

components used in standalone simple....11

comprehensive, basic design elements....92

comprehensive call flow....16

comprehensive call flow - overview....91

config call types....131

config DNs....132

configure VXML server to send reporting data....84

copy new items to voice gateway config file....57

create new call studio project....64

create routing script for incoming call....141

create two versions of a custom voice application...63

create voice application call flow....65

define default VRU for comprehensive exercise....117

define PG on CVP....118

define route patterns for VoIP....30

define voice element in call flow....65

define VRU and labels for NAM and CICM....112

deploy Call Studio application....69

deploy voice app to VXML server....72

described in order....10

how to use VoIP....25, 142

ICM call script, create....135

listed in progressive order....7

log into operations console....45, 98

manually load new voice gateway services....59

modify customhelloworld and redeploy it....74

modify gateway config changes file....54, 95

modify gateway configuration for comprehensiveexercise....96

network VRU script....133

non-standalone VXML server required....77



Index 195

Index

PG place allocated....110

planning prerequisites summary....20

prerequisites....19

prerequisites for customhelloworld creation....64

results for exercise HelloWorld....60

run reporting batch file(s)....78

save new voice config....59

standalone simple, high level creation steps....45

standalone simple illustrated....11

standalone with custom app....13

standalone with reporting - requirements....77

start Call Studio....64

table of data needed from user....22

test alternate version of customhelloworld....75

transfer bootstrap files to gateway....53

transfer call to an extension....143

transfer fils to the gateway....103

verify gateway connection to op console....51, 101

verify new voice gateway config....58

view server "configuration" states in Ops Console...83

VXML server with reporting....14

finding information

building components that run on Unified CVP VXMLsoftware....180

configuration options for Unified CVP VXML Say ItSmart plugins....180

configuring and administering....180

deployment planning....179

installing and upgrading....179

Java application programming....180

ports used by Unified CVP software components..180

reporting....180

required software and hardware versions....179

system requirements, release features, knowndefects....179

troubleshooting....180

using Call Studio....180

using Unified CVP VXML software....180

for more information....179

gateway

ALSO SEE "voice gateway" index entries....19

Get Script micro-application....133

hangs up immediately, troubleshooting....157

hard drive space requirements....19

HelloWorld

call customhelloworld to create max call data....85

results for this voice application....60

holdmusic.wav

defining its location....68


I'm sorry, there was a problems with this application,message....157

I'm sorry, we are currently experiencing system problems,message....157

I'm sorry we are experienceing difficulties, message....157

ICM

add PG to config manager....114


call script, switch to edit mode....135

call script, transfer call....143

create call script....135

define VRU....112

ICM instance....110


run icmsetup on CVP....118

script monitoring mode, enable and examples....175

service control, verify sevices are running....112

setup program....110

ICM - IVR -SIP

activate services in Call Server for reporting....80, 105

ingress gateway

modify configuration for comprehensive exercise...96


Index 196

Index

restore original configuration....94

summary of tasks required to configure forcomprehensive exercise....94

transfer files to gateway using Ops Console....103

installation

ALSO SEE specific installation type such as CVP..33

by call flow exercise....21

components for all desired exercises at once....33

CVP components in each "package"....21

tips on how to do the CVP install....33

installation procedure

Call Studio....61

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....64

not needed for lab exercises....34

local static route for call server....105

log files

voice gateway....162

VXML server, described....167

logical controller ID for PG....114

media file

deploy custom file using Call Studio....149

media file - custom - proper codex....148

media server

create custom media file....148

file structure....147

use VXML as media server....147

memory requirements....19

more resources and info....179

NAM and CICM

define VRU and labels....112

not reachable

server troubleshooting....166

operating system requirements....19

Operations Console

access running and start up config files....51, 101

add CVP call server, configure forcomprehensive....105

add CVP call server, configure for reporting....79

add reporting DB user....86

add reporting server....81

add voice gateway....49, 99

add VXML Server (standalone)....48

add VXML server for comprehensive....108

add VXML server non-standalone for reporting....82

check "configuration" status of servers....83

check "running status" of servers....84

check for VXML events at reporting server....86

login steps....45, 98

log in using browser....45, 98

remove "standalone" VXML server....82

restart servers from control center....165

restart the VXML server....84

system control center, server status....165

transfer files to the gateway....53

verify connection to voice gateway....51, 101

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....42

special requirements....19

peripheral gateway

add to ICM config manager....114


Index 197

Index

config, main steps listed....110

install on CVP....118

network interfaces on CVP....118

node properties on CVP....118

obtain logical ID and physical ID....114

PG devices, enter number of....110

PIM setup on CVP....118

place allocated in IMC setup....110

protocol properties on CVP....118


phone numbers used in exercises....22

planning

prerequisites summary....20

steps to use guide properly....8

prerequisites

basic information reference guides....19

comprehensive call flow exercise....93

ECC variables to add - steps and list....126

for creating call studio application....64

gateway image version....19

hard drive space basic and with reporting....19

operating system and memory....19

passwords special requirements....19

planning summary....20

SNMP installation steps....25

standalone with reporting....77

tasks before installing CVP software....24

Window 2003 needed for CVP install....33

production environment, using Unified CVP....179

query Informix DB using Dbaccess....88

query samples using Dbaccess....88

references, for more information....179

reporting

add to comprehensive call flow exercise....145

reporting database users

add using Ops Console....86

reporting exercise

access Informix DB using Dbaccess....87

add and configure call server in Ops Console....79

add reporting server to Ops Console....81

call flow and diagram....14

check statistics for the reporting server....86

components used....14

configure VXML server to send data....84

non-standalone VXML server required....77

place call to create data....85

prerequisites....77

query DB using Dbaccess....88

remove VXML "standalone" server....82

run reporting batch file(s)....78

view server "configuration" states in Ops Console...83

ReportingRunAsCVP_dbadmin.bat

only for pre-8.0 versions of CVP....78

ReportingRunAsInformix.bat

used to set up reporting DB....78

reporting server

add reporting database users....86

add to Operations Console....81

check VXML events received....86

view "configuration" state in Ops Console....83

route pattern

steps to define....30

routing script for incoming call, create....141

script monitoring mode

enable and examples....175

servers

check running status using Ops Console....84

services

manually load to voice gateway....59

Set Variable, ICM call script....135


Index 198

Index

SIP - add local static routes for call server....81

SNMP installation steps....25

Sound Recorder

use to create custom media file....148

standalone custom exercise

call flow....13

description and components used....13

standalone simple exercise

call flow....11

creations steps, high level....45

description and components used....11

table of required data

use to record passwords, IPs, etc.....22

terminal config mode, using....164

transfer call to a phone extension....143

troubleshooting

audio error messages table....157

busy signal....157

call just hangs up, no message....157

call server issues and tips....168

comprehensive call flow quick checks....171

CVP Call Studio....169

CVP Subdialog Return error....170

gateway config file notes....163

I'm sorry, we are experiencing difficulties.......157

I'm sorry there was a problem with thisapplication....157

I'm sorry we are currently experiencing systemproblems.......157

ICM script monitor mode, enable and examples....175

peripheral gateway....174

terminal configuration mode tips....164

voice gateway, view, copy print, config....163

voice gateway command list....161

voice gateway debug commands and logs....162

voice gateway is "reachable"....160

VXML server, admin batch files, defined....166

VXML server, check status....165

VXML server, restart from system control center..165

VXML server, restart from Windows services....166

VXML server, tips....165

VXML server log files....167

VXML server not reachable....166

We are currently experiencing heavy callvolume.......157

Your call cannot be completed as dialed.......157

trunk, create for VoIP calls....26

Trunks needed for exercises....25

TTS and non-TTS custom voice application described..63

type 10 VRU, define....112

updateApp.bat when to use it....74

URI for audio file location in Call Studio....68

user input - capture and process....150

usernames

required usernames for exercises, fill in the table....22

users

adding reporting database user....86

voice element - define in Call Studio....65

voice gateway

access config files through Operations Console....51, 101

add your IPs to the config "changes" file....54, 95

back up configurtion....56

command list table....161

config file notes....163

copy new items to config....57

debug commands and logs....162

manually load new services....59

reachable, verify....160

save running config to startup config....59

software image, version requirements....19

terminal configuration mode, using....164


Index 199

Index

transfer bootstrap files using ops console....53

verify changes....58

verify connection to operations console....51, 101

view, copy, print config....163

VoIP

define route pattern - dialed numbers....30

set up for IP phones....25

trunk for gateway, steps to create....26

use explained for comprehensive....25

VRU

add label....116

define default for comprehensive exercise....117

define for NAM and CICM....112

network VRU script....133

VXML server

add for comprehensive exercise....108

add version for reporting - in Ops Console....82

admin batch files, described....166

check running status is Up....84

configuring non-standalone version for reporting....77

log files....167

not reachable, troubleshooting....166

restart using Ops Console....84

restart windows service....166

troubleshooting tips....165

use as media server....147

VXML Server

configure to send reporting data....84

VXML server (standalone)

add to Operations Console....48

deploy voice application to server....72

remove for reporting exercise....82

We are currently experiencing heavy call volume....157

where to go from here, references....179

Windows services management

use to restart servers....166

Your call cannot be completed as dialed, message....157


Index 200

Index

getting started with cisco unified customer voice portal

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