Reporting Guide for Cisco Unified Customer Voice Portal Release 4.0(1)

Transcription

1 Reporting Guide for Cisco Unified Customer Voice Portal Release 4.0(1) Updated: December 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright  1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, iquick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0609R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Copyright 2007 Cisco Systems, Inc. All rights reserved.

3 Table of Contents Preface...1 Purpose...1 Audience...1 Organization...1 Related Documentation...2 Conventions...3 Obtaining Documentation...4 Cisco.com...4 Product Documentation DVD...4 Ordering Documentation...5 Documentation Feedback...5 Product Alerts and Field tices...5 Cisco Product Security Overview...5 Reporting Security Problems in Cisco Products...6 Obtaining Technical Assistance...7 Cisco Technical Support & Documentation Website...7 Submitting a Service Request...7 Definitions of Service Request Severity...8 Obtaining Additional Publications and Information Introduction to the Reporting Server...11 Overview...11 How the Reporting Server Functions Managing the Database...15 Data Retention...16 Data Categories...18 Database Backup...18 Retries: Backup and Purge...19 Database Recovery...20 How to Perform a Complete Database Restore...20 Database Users...21 Instance Owner...21 Database Administrator...21 Application User...21 Reporting User...21 Failure and Restoration Configuring the Reporting Server...23 Adding a Reporting Server to the Operations Console...23 Adding a Reporting Server...24 Viewing Device State...28 Editing a Reporting Server in the Operations Console...28 Editing a Reporting Server...28 Guidelines for Choosing Secure Passwords...38 Uploading a Log Messages XML File...39 Downloading a Log Messages XML File...40 Editing the Log Messages XML File...41 Unified CVP Event Severity Levels...41 i

4 Applying a License to a Reporting Server Using the Operations Console...42 Applying a License to a Reporting Server...42 Deleting a Reporting Server From the Operations Console...43 Deleting a Reporting Server...43 Viewing Reporting Statistics...44 Reporting Server Statistics...44 Finding a Reporting Server in the Operations Console...46 Finding a Reporting Server...46 Adding and Removing a Device from a Device Pool...47 Adding or Removing a Device From a Device Pool Configuring the VoiceXML Server for Reporting...49 Adding a VoiceXML Server to the Operations Console...49 Adding a VoiceXML Server...49 Editing a VoiceXML Server in the Operations Console...51 Editing a VoiceXML Server...51 VoiceXML Server General Properties...52 VoiceXML Server Configuration Properties...53 Inclusive and Exclusive VoiceXML Filters for Reporting...54 Transferring a File to Multiple Devices...57 Procedure...57 Procedure Introduction to the Database Schema...59 About the Database Schema...59 Entity-Relationship Diagram...60 Table Definitions...60 ActionTypeRef Table...61 Call Table...61 CallEvent Table...63 CallICMInfo Table...63 CauseRef Table...64 CVPDataRetention Table...66 CVPDateTrap Table...67 CVPDBSpaceUsed Table...67 CVPDBVersion Table...67 CVPLog Table...68 CVPPartitionInfo Table...68 CVPPartitionParameters Table...68 CVPPurgeList Table...69 ElementTypeRef Table...69 EventTypeRef Table...70 OutgoingECCVariable Table...71 ResultRef Table...71 SubSystemTypeRef Table...72 UserInputModeRef Table...72 VarDataTypeRef Table...73 VoiceActionTypeRef Table...73 VXMLCustomContent Table...74 VXMLElement Table...74 VXMLElementDetail Table...75 VXMLElementFlag Table...76 ii

5 VXMLError Table...77 VXMLHotEvent Table...77 VXMLHotLink Table...78 VXMLSession Table...78 VXMLSessionVariable Table...79 VXMLVoiceInteractDetail Table Reporting Against the Database...81 Using the Cisco-Provided Sample Report Templates...81 Unified CVP Call Summary Report...82 Unified CVP Application Summary Report...83 Unified CVP VXML Element By Call Report...83 Unified CVP and Unified ICME Report...83 Running Crystal Reports Templates Reporting Best Practices...87 CPU Intensive Reports...87 Filtering Data to be Stored in the Database...88 ECC Variable Security...88 Writing Efficient SQL when Creating Reports...89 Database Sizing Issues...89 Database Backup and Recovery...90 Only Use Reporting Users when Querying the Database...90 Informix, Operating System Time, and Local Time...90 Assuring Accurate Time Stamps for Reporting and Logging...90 Passwords...90 Joining Data with an ICM HDS Database...91 Joining Unified CVP and SQL Server Data...91 Reporting Isolation Level...91 Database Retention Settings...91 Purge and Backup Database Maintenance Tasks...91 Zero Duration Calls and Writing Reports...92 Index...93 iii

6 List of Figures Figure 1: CVP Architecture...12 Figure 2: Call Flow...60 Figure 3: ER Diagram...60 iv

7 Preface Purpose This document describes the Reporting Server, including how to configure and manage it, and discusses the hosted database. Audience This document is intended for Call Center managers, Unified Customer Voice Portal (CVP) system managers, ICM/NAM system managers, VoIP technical experts, and IVR application developers. Readers of this manual should already have a general understanding of Unified CVP software. Readers should be familiar with general Unified CVP installation and setup procedures. There will also be a significant contingent of people familiar with TDM IVR products, unrelated to contact centers (these people will be buying the Unified CVP Standalone deployment). Organization Chapter This manual is divided into the following chapters: Description Chapter 1, "Introduction to the Reporting Server" (page 11) Provides an introductory discussion of the Reporting Server. Chapter 2, "Managing the Database" (page 15) Chapter 3, "Configuring the Reporting Server" (page 23) Discusses concepts to be kept in mind while managing the database. Discusses how to configure the Reporting Server using the Operations Console. 1

8 Related Documentation Preface Chapter Chapter 4, "Configuring the VoiceXML Server for Reporting" (page 49) Chapter 5, "Introduction to the Database Schema" (page 59) Chapter 6, "Reporting Against the Database" (page 81) Chapter 7, "Reporting Best Practices" (page 87) Description Discusses how to configure the VoiceXML Server using the Operations Console. Provides information about the database schema. Discusses generating reports. Provides a list of best practices. Related Documentation Planning Guide for Cisco Unified Customer Voice Portal provides a product overview and describes how to plan a Unified CVP deployment. Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how to install Unified CVP software, perform initial configuration, and upgrade. Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how to set up, run, and administer the Cisco Unified CVP product, including associated configuration. Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to use the Operations Console to configure Unified CVP solution components. Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolate and solve problems in the Unified CVP solution. VoiceXML Server User Guide for Cisco Unified Customer Voice Portal describes the Unified CVP VoiceXML software. VoiceXML Studio Online Help for Cisco Unified Customer Voice Portal provides field-level descriptions of the functionality of Studio. VoiceXML Studio User Guide for Cisco Unified Customer Voice Portal describes the functionality of Studio including creating projects, using the Studio environment, and deploying applications to the Unified CVP VoiceXML Server. Say It Smart Specifications for Cisco Unified Customer Voice Portal describes in detail the functionality and configuration options for all Unified CVP VoiceXML Say It Smart plugins included with the software. Programming Guide for Cisco Unified Customer Voice Portal describes how to build components that run on the Unified CVP VoiceXML Server. Javadocs for Cisco Unified Customer Voice Portal are a group of HTML pages fully describing the entire Java application programming interfaces (APIs) to Unified CVP 2

9 Preface Conventions VoiceXML. Developers use Javadocs in conjunction with the Programming Guide to understand how to build custom components that run on the Unified CVP VoiceXML Server. Element Specifications for Cisco Unified Customer Voice Portal describes the settings, element data, and exit states for Unified CVP VoiceXML elements. For additional information about Unified ICME, see the Cisco web site ( en/us/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) listing Unified ICME documentation. Conventions This manual uses the following conventions: Convention boldface font Description Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish. italic font Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills. For emphasis. Example: Do not use the numerical naming convention. A syntax value that the user must replace. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example: <html><title>cisco Systems,Inc. </title></html> 3

10 Obtaining Documentation Preface Convention < > Description Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password. Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation at this URL: You can access the Cisco website at this URL: You can access international Cisco websites at this URL: Product Documentation DVD The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet. Certain products also have.pdf versions of the documentation available. The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL: 4

11 Preface Documentation Feedback Ordering Documentation Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:: nregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling in the United States and Canada, or elsewhere by calling You can also order documentation by at tech-doc-store-mkpl@external.cisco.com or by fax at in the United States and Canada, or elsewhere at Documentation Feedback You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com. You can submit comments about Cisco documentation by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA We appreciate your comments. Product Alerts and Field tices Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field tices. You can register to receive Cisco Product Alerts and Cisco Field tices by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information. Access the tool at this URL: Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: 5

12 Cisco Product Security Overview Preface From this site, you will find information about how to: Report security vulnerabilities in Cisco products. Obtain assistance with security incidents that involve Cisco products. Register to receive security information from Cisco. A current list of security advisories and notices for Cisco products is available at this URL: To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL: Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT: For Emergencies only: security-alert@cisco.com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies. For nemergencies: psirt@cisco.com In an emergency, you can also reach PSIRT by telephone: te: We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x. Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL: 6

13 Preface Obtaining Technical Assistance The link on this page has the current PGP key ID in use. If you do not have or use PGP, contact PSIRT at the aforementioned addresses or phone numbers before sending any sensitive material to find other means of encrypting the data. Obtaining Technical Assistance Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller. Cisco Technical Support & Documentation Website The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL: Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL: te: Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pastingshow command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call. Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL: 7

14 Obtaining Additional Publications and Information Preface For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone, use one of the following numbers: Asia-Pacific: (Australia: ) EMEA: USA: For a complete list of Cisco TAC contacts, go to this URL: Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Severity 1 (S1) - Your network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation. Severity 2 (S2) - Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation. Severity 3 (S3) - Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels. Severity 4 (S4) - You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations. Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is available from various online and printed sources. Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL: 8

15 Preface Obtaining Additional Publications and Information Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL: iq Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iq Magazine at this URL: Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL: Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL: Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL: World-class networking training is available from Cisco. You can view current offerings at this URL: 9

16 Obtaining Additional Publications and Information Preface 10

17 Introduction to the Reporting Server This section contains the following topics: Overview, page 11 How the Reporting Server Functions, page 11 Chapter 1 Overview The Reporting Server houses the Reporting Service, and hosts an IBM Informix Dynamic Server (IDS) database management system. The Reporting Service provides historical reporting to a distributed self-service deployment in a call center environment. The system is used to assist call center managers with call activity summary information to manage daily operations. It can also provide operational detail data for various IVR applications. The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used), and the VoiceXML Server. As stated, it is deployed together with an Informix database management system, and it transforms and writes this reporting data into that database. The database schema is prescribed by the Unified Customer Voice Portal (CVP) product, but the schema is fully published so that customers may develop custom reports based on it. The Reporting Service does not itself perform database administrative and maintenance activities such as backups or purges. However, Unified CVP provides access to such maintenance tasks through the Operations Console. How the Reporting Server Functions The diagram below shows the Unified CVP architecture. 11

18 How the Reporting Server Functions Chapter 1: - Introduction to the Reporting Server Figure 1: CVP Architecture te: The Reporting Service and the Database are separated merely for functional clarity. Together they comprise the Reporting Server. The connection of the Operations Console to the Call Server, through an ORM, is simply indicative. An ORM is co-located with each managed Unified CVP component, and the Operations Console is connected to each of these. The ORM is invisible to the end-user. A Call Server is a physical machine on which resides, for example, the IVR Service, the SIP Service, and the ICM Service. The Call Server uses a central messaging bus to allow each service to communicate. The Reporting Service connects to the message bus either through an in-process plug-in or an out-of-process plug-in depending on whether the Reporting Service resides in the same JVM with the message bus system. It listens to all the messages passing through the message bus and captures call-state change messages sent from SIP or IVR services or reporting messages from a VoiceXML Server. The Reporting Service then parses those messages and converts them into batches of appropriate SQL statements and executes them into a SQL database using the Java Database Connectivity (JDBC) API. The Reporting Service can also receive and process Unified CVP admin messages to perform Unified CVP system administrative tasks, such as turning on or off debugging, querying statistics, and so forth. As the diagram shows, the Reporting Service can be shared by multiple Call Servers that belong to the same Unified CVP deployment. te: There only needs to be one Reporting Server in a deployment. During temporary database outages, messages are buffered to file and inserted into the database when the database comes back on-line. The amount of time that messages can be buffered depends on the system throughput. If more than one Reporting Server is used, be aware that: Each Call Server and each VoiceXML Server can be associated with only one Reporting Server Reports cannot span multiple Informix databases 12

19 Chapter 1: Introduction to the Reporting Server How the Reporting Server Functions A third-party reporting engine, such as Crystal Reports, can be used to generate various reports against the predefined Unified CVP database schema. Unified CVP provides a few sample Crystal report templates to demonstrate how to use Unified CVP data stored in Unified CVP database tables. See Chapter 6, "Reporting Against the Database" (page 81) for a description of the templates. 13

20 How the Reporting Server Functions Chapter 1: - Introduction to the Reporting Server 14

21 Chapter 2 Managing the Database The Reporting Service does not itself perform database administrative and maintenance activities such as backups or purges. However, Unified CVP provides access to such maintenance tasks through the Operations Console. Caution: The management of database and reporting users must be done using the Operations Console. This ensures that all dependencies are synchronized. The changing of passwords outside of this tool could result in the Reporting Server not being able to connect to the database. These same conditions will arise if passwords expire. If you implement a password expiration policy, then ensure that you remember to use the Operations Console to change the Informix, Database Administrator, and Database Users (see "Database Users" (page 21)) passwords before the passwords expire to avoid the possibility of data loss and/or downtime. There are a number of concepts that it is necessary to keep in mind when managing the database. These concepts are discussed in this chapter. te: The following maintenance tasks are supported by Unified CVP: database backups and data purges. Database backup and purge cannot run at the same time. Purge should be scheduled at least 3 hours before a backup. These jobs, as well as on-demand backup, should be run at low call and reporting volume times. From the perspective of Unified CVP, database backups are optional, data purges are mandatory. However, from the perspective of the user, database backups should not be considered optional. See the discussion below. The database backup and purge maintenance tasks are created as Windows Scheduled Tasks, and can be viewed in the Scheduled Tasks window (Start > Programs > Accessories > System Tools > Scheduled Tasks). Periodically, you should check the Scheduled Tasks to ensure that the 'Last Run Time' was as expected and there are no status messages. This section contains the following topics: Data Retention, page 16 15

22 Data Retention Chapter 2: - Managing the Database Data Categories, page 18 Database Backup, page 18 Retries: Backup and Purge, page 19 Database Recovery, page 20 Database Users, page 21 Failure and Restoration, page 22 Data Retention Via the Operations Console, users are able to select the time of day to run database purge, and to set the number of days of data to be retained by data category. During schema creation, default data retention values are specified for each data category. te that a high level category, such as Call, cannot have a lower retention time than a dependent category, such as Call Event. te: When you schedule a purge from the Operations Console, two Windows jobs are scheduled on the Reporting Server. The time that you choose is used to schedule what is referred to as the "Nightly purge" job. The other job is referred to as the "Midday purge" and is automatically scheduled 12 hours from the Nightly purge. So, for example, if you schedule a purge at 2 A.M., then the Nightly purge is run at 2 A.M. and the Midday purge at 2 P.M. The Nightly purge performs a purge if necessary (as required by a data retention value, or for an emergency purge see below), in addition to other tasks like updating the database statistics. If a purge is performed, the statistics are updated after the purge. In addition, on Sundays, the Nightly purge also copies the Informix log file to a backup directory, creates a new log file and deletes the old. The Nightly purge should be scheduled at a time of low call and reporting volume. The Midday purge only performs a purge, and only if necessary. Even if a purge occurs, this process is not system intensive in the same way that the Nightly purge is. During a purge, reporting users may be disconnected from the database, if they are holding locks that contend with purge. tify reporting users not to run reports at this time. If the number of days of data that you chose to retain cannot be contained within the database, then the database will 'emergency' purge old data to create space for new data. Emergency purge is, therefore, a critical safety mechanism for Unified CVP. If used space has grown past the system's high water mark, the user will be notified by an SNMP trap message and data will be purged. The SNMP notification will alert the user to the loss of data and request that they shrink their 'retention days' data settings. Users should reduce the number of actual days of data retained until emergency purge is no longer required. Additionally, users can reduce the data generated by means of data filters (for VoiceXML Server application detail data filtering, see Chapter 4, "Configuring the VoiceXML Server for Reporting" (page 49)). During a database purge operation, the Reporting Server disconnects from the database (though for no more than 10 minutes) and starts buffering messages in memory until the purge is done. The same memory limitations as described in the section "Failure and Restoration" (page 22) apply. 16

23 Chapter 2: Managing the Database This page is intentionally left blank. 17

24 Data Categories Chapter 2: - Managing the Database Data Categories The following data categories exist for Unified CVP. te that a high level category, such as Call, cannot have a lower retention time than a dependent category, such as CallEvent. For each category, the default data retention times, in days, is given within parentheses. level 1: Call (30) level 2: -Call Event (30) level 2: -VoiceXML Session (30) level 3: --VoiceXML Element (15) level 4: ---VoiceXML ECC Variable (15) level 4: ---VoiceXML Interact Detail (15) level 4: ---VoiceXML Session Variable (15) level 4: ---VoiceXML Element Detail (15) Database Backup Unified CVP allows users to turn the scheduling of data backups on or off, as well as to run backups on-demand. Backups are made to the Reporting Servers' local file system. By default, scheduled backups are turned off. Caution: Unified CVP backup scheduling is an optional feature. Backup is the responsibility of the user. Data loss may occur if the backing up of files is not managed appropriately by the user. If Unified CVP backup scheduling is turned on, the backup frequency is once per day. Backups should be scheduled to run no sooner than 3 hours after the scheduled purge job. Additionally, users can run a backup on demand as long as another backup, or a purge, is not already running. All database backups are performed and stored on the local machine. Due to space limitations, a maximum of two backups and a minimum of one backup will be available at any time on the local machine. Having two files is critical. If the system was to fail while writing a backup, and the failure was such that a restore is necessary, the older backup file would be required for restore. It is a "best practice" to: Keep a given backup for at least two weeks Check the integrity of the backup periodically 18

25 Chapter 2: Managing the Database Retries: Backup and Purge Unified CVP uses the Informix backup utility ontape (for both backup and restore). Unified CVP names backup files as follows. When a new backup launches either scheduled, or on demand from the Operations Console the new file is named cvp_backup_data. The Unified CVP backup script has been written to first copy the last backup file cvp_backup_data to cvp_backup_data.old. This always leaves two backup files on the local system and makes it easy for Unified CVP administrators to script copy jobs to move the files. The backup script ensures that two backups cannot be launched at the same time. te: The backup script also ensures that a backup cannot be launched if a purge is underway, and vice versa. Storing a backup on the local machine does not protect against failure of that machine or loss of a site. Cisco strongly recommends that customers manually or automatically create a job to copy the cvp_backup_data.old file to a separate machine, preferably at a separate location. Again, the user is responsible for managing backup data. te: Only the cvp_backup_data.old file can be copied. The cvp_backup_data file can not be copied. Attempting to copy the cvp_backup_data file will lock the file and prevent another backup from running. For information on configuring backups, see Chapter 3, "Configuring the Reporting Server" (page 23). Retries: Backup and Purge Occasionally, a backup or purge cannot run when scheduled. For example, if an on-demand backup is running when a purge is scheduled to run, the purge will be prevented from running. Retries of scheduled backups or purges are performed according to the following rules. te: There are no retries for an on-demand backup. A scheduled backup retries every 10 minutes, for up to 4 hours. A purge retries every 10 minutes, for up to 6 hours. At the end of 4 hours (for a backup) or 6 hours (for a purge), if the operation has not succeeded, retries stop and an SNMP alert is sent. If both a backup and a purge are retrying simultaneously, there is no guarantee as to which operation will run first. If a lock (the mechanism preventing a backup or purge from running) is over 6 hours old, the system clears it. 19

26 Database Recovery Chapter 2: - Managing the Database Database Recovery Unified CVP database recovery returns the database to the state of the most recent complete backup. For example, if the user schedules a backup at 01:00 and restores the database at 23:00, the same day, the restored database is in the state it was in at 01:00. Even though the Reporting Server can operate in partial mode, if the database is off-line, Cisco recommends stopping the Reporting Server during a database restore to ensure that the database is able to control all system resources in order to minimize the time it takes to complete the database restore. te: Data loss will occur if the Reporting Server is turned off and the message bus exceeds its temporary persistence capabilities. Caution: Prior to and following a database restore, the following steps must be performed: 1. Before the restore, disable scheduled tasks (backup, purge). 2. After the restore, re-enable scheduled tasks. How to Perform a Complete Database Restore The following task effects a complete restore of the full database if performed on the original database server. It assumes that the backup was performed through Unified CVP. te: In what follows,??? is used in place of the specific database subversion. Step 1 Go to Windows Services and stop the Informix IDS Service Step 2 At the command line type: ontape r Step 3 Answer the prompts with the following answers: a. Continue Restore? y b. Do you want to back up the logs? n c. Restore a level 1 archive? n d. Do you want to restore log tapes? n Step 4 After the program terminates, wait at least 5 minutes. At the command prompt, check the status of Informix by typing : onstat - a. If it returns 'IBM Informix Dynamic Server Version ??? -- Fast Recovery ' then wait another 5 minutes and recheck the status by typing: onstat - 20

27 Chapter 2: Managing the Database Database Users b. If it returns 'IBM Informix Dynamic Server Version ??? -- Quiescent ', change the database to multiuser mode by typing: onmode -m then wait 2 minutes, and recheck the status by typing: onstat c. If it returns 'IBM Informix Dynamic Server Version ??? -- On-Line', the database is ready to support the Unified CVP application Database Users Unified CVP defines four categories of database users. The four categories are instance owner (informix), database administrator, application user, and reporting user. Instance Owner During the Unified CVP installation, a user named informix is created. This user owns the Informix instance and can run the IDS service. This account should never be used to access the Unified CVP database. Database Administrator The cvp_dbadmin user will create, update, and own the database. This account should not be used to run the database or to run reports against the system. The cvp_dbadmin user can create and delete reporting users and perform database administrative activities, such as purge and backup. Application User The Unified CVP JDBC uses cvp_dbuser to access the Informix database. This user has the rights to connect, insert, update, and delete records in the Unified CVP database. If this user's password expires, then data insertion and purge will fail. This could result in data loss. Reporting User Reporting users are created and deleted by a database administrator using the Operations Console. Multiple reporting users are allowed. Reporting users have read-only access to the Unified CVP database. Only reporting users should be allowed to generate reports. As stated, these users have read-only database access; therefore, they cannot accidentally modify the database schema or database data. 21

28 Failure and Restoration Chapter 2: - Managing the Database Failure and Restoration If the Reporting Server fails, messages destined for the Reporting Server are buffered by the Call Server, in memory, up to 200,000 messages. After that limit is reached, all new messages are dropped. If the database connection fails, the Reporting Server sends out an SNMP alert and starts persisting messages to a file, up to a user specified limit. During this time the Reporting Server stays In Service. When 75% of the specified limit is reached, a warning is written to the log file. Once 100% of the limit is reached, an SNMP alert is sent out and the Reporting Server goes into Partial Service any new messages may be dropped. When the database connection comes back up, the Reporting Server goes into recovery mode and changes its state to Partial Service if it is not in that state already. It then starts reading messages from the file and committing them to the database. Depending on the size of the file, it may take a long time (sometimes hours) to commit all of the data to the database. Any new messages that come in during recovery will be buffered in memory. There is, however, a limit to the number of messages that the Reporting Server can buffer. This is true regardless of the mode or state it is in. When the number of buffered messages reaches 100,000, an SNMP alert is sent out to warn the user. At 200,000 another SNMP alert is sent out and all new messages detail information is dropped keeping only basic data like call, call event, and session information. Also at 200,000 the Reporting Server changes its state to Partial Service, if not already in that state. After the total number of buffered messages reaches 300,000, another SNMP alert is sent out and all new messages are dropped from that point on. When the number of messages in memory drops back below 50,000, an SNMP alert is sent out stating that the queue size is back to normal, and the Reporting Server s state goes back to In Service. If, on startup, a persistent file exists, the Reporting Server stays in Partial Service and goes into recovery mode as described above. During a database purge operation, the Reporting Server disconnects from the database and starts buffering messages in memory until the purge is done. The same memory limitations as described above apply in this case as well. Caution: When the Reporting Server is in Partial Service, there are no guarantees that new messages will be kept and committed to the database. They will be buffered in memory for as much as possible, but at some point they may be dropped either partially or fully. 22

29 Configuring the Reporting Server You can configure and manage the Reporting Server using the Unified CVP Operations Console, a web-based interface from which you can configure the Unified CVP components in the Unified CVP solution. From the Device Management menu, Reporting Server option, you can configure one or more Reporting Servers. Reporting provides historical reporting to a distributed self-service deployment in a call center. The Reporting Server receives reporting data from one or more Call Servers and VoiceXML servers, and stores that data in an Informix database. Call data is stored in a relational database, on which you can write custom reports. Administrators can use the Operations Console to schedule data purge and database backups. Multiple Call Servers can send data to a single Reporting Server. You can use third-party reporting tools, such as, Crystal Reports to generate and view reports on call data. Unified CVP provides four sample Crystal report templates. One of the included templates provides an example of joining Unified CVP and Unified ICME data to create a "cradle-to-grave" report. This section contains the following topics: Chapter 3 Adding a Reporting Server to the Operations Console, page 23 Editing a Reporting Server in the Operations Console, page 28 Applying a License to a Reporting Server Using the Operations Console, page 42 Deleting a Reporting Server From the Operations Console, page 43 Viewing Reporting Statistics, page 44 Finding a Reporting Server in the Operations Console, page 46 Adding and Removing a Device from a Device Pool, page 47 Adding a Reporting Server to the Operations Console Adding a Reporting Server to the Operations Console adds its configuration to the Operations Console database and adds it to the list of Reporting Servers in the Control Panel. When you 23

30 Adding a Reporting Server to the Operations Console Chapter 3: - Configuring the Reporting Server add a Reporting Server, you must associate it with one ore more Call Servers. Call data for all SIP, H.323, and VoiceXML calls handled by these Call Servers will be stored in the Reporting Database. You can also add the server to one or more logical groups of devices, called device pools. Adding a Reporting Server Create a new Reporting Server either by using an existing Reporting Server configuration as a template or by filling in its values from scratch. Before You Begin You must configure the Call Server to associate with the Reporting Server before configuring the Reporting Server. Collect the following information about the Reporting Server and Reporting Database during the installation of Unified CVP software: Information Needed: Host name of the Call Server associated with the Reporting Server Host name and IP address of the server on which the Reporting Database resides The Reporting password that was entered during installation Procedure To add a Reporting Server: Step 1 Choose Device Management > CVP Reporting Server. A window listing Reporting Servers opens. te: To use an existing Reporting Server as a template for creating the new Reporting Server, select the Reporting Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The Reporting Server Configuration window opens to the General Tab. Step 3 Step 4 Step 5 Fill in the IP Address and Hostname for the Reporting server and fill in any other desired information. Associate one or more Call Servers to the Reporting server by selecting a Call Server listed in the Available pane and clicking the right arrow to add it to the Selected pane. Select the Reporting Properties tab and configure reporting properties. 24

31 Chapter 3: Configuring the Reporting Server Adding a Reporting Server to the Operations Console Step 6 Step 7 Step 8 Optionally, select the Device Pool tab and add the Reporting Server to a device pool. Optionally, select the Infrastructure tab and configure log file and syslog settings. When you finish configuring the Reporting Server: a. click Save to save the settings in the Operations Server database b. OR click Save & Deploy to save the settings in the Operations Server database and deploy the changes to the Reporting Server See Also Deleting a Reporting Server (page 43) Editing a Reporting Server (page 28) Reporting Server General Tab Configuration Settings (page 25) Reporting Server Properties Tab Configuration Settings (page 26) Adding and Removing a Device from a Device Pool (page 47) Reporting Server Infrastructure Settings (page 26) Viewing Device State (page 28) Configuring General Reporting Server Information You can configure settings that identify the Reporting server, associate it with one or more Call Servers, and enable or disable security on the General Tab. Table 1: Reporting Server General Tab Configuration Settings Field General IP Address Hostname Description Enable Secure Communication with the Operations Console Description The IP address of the Reporting server The host name of the Reporting server machine An optional text description for the Reporting server Select to enable secure communications between the Operations Server and this component. The Reporting Server is accessed using SSH and files are transferred using HTTPS. Default ne ne ne Off Range Valid IP address Valid DNS name, which can include letters in the alphabet, the numbers 0 through 9 Up to 1,024 characters On or Off 25

32 Adding a Reporting Server to the Operations Console Chapter 3: - Configuring the Reporting Server Field Associate Call Servers Description You must configure secure communications before you enable this option. See Chapter 6 in the Configuration and Administration Guide for Unified Customer Voice Portal. Select one or more Call Servers to associate with the Reporting Server. You must select at least one Call Server. Call data for all SIP, H.323, and VoiceXML calls handled by this Call Server will be stored in the Reporting Database. Click the right arrow to add a Call Server to the Selected pane. Click the left arrow to remove a Call Server from the Selected pane. Default ne Range A given Call Server can only be associated with one Reporting Server. Configuring Reporting Properties You can configure Reporting Server settings on the Reporting Properties Tab. Table 2: Reporting Server Reporting Properties Tab Configuration Settings Field Configuration Description Default Range Restart Required Enable Reporting Enables the Reporting Server to receive call data from the associated Call Server(s). or Max. File Size (MB): Defines the maximum size of the file 100 used to record the data feed messages during a database failover. te that this can be limited by the amount of free disk space. 1 through 1000 QoS Select QoS Level Enables Quality of Service (QoS) between the Reporting Server and the Call Server. te: For more information, see Implementing Quality of Service Policies with DSCP (Document ID: 10103) at warp/public/105/dscpvalues.html. default af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef 26

33 Chapter 3: Configuring the Reporting Server Adding a Reporting Server to the Operations Console Configuring Reporting Server Infrastructure Settings The Reporting Server publishes statistics on the total number of reporting events received from the VoiceXML Server, the SIP Service, and the IVR Service. It also publishes the total number of times the Reporting Server writes data to the Reporting database. You can configure the interval at which the Reporting Server publishes these statistics, the maximum log file and directory size, and the details for recording syslog messages on the Reporting Server Infrastructure tab. Table 3: Reporting Server Infrastructure Tab Configuration Settings Field Description Configuration: Thread Management Maximum Threads Advanced Statistics Aggregation Interval Log File Properties Max Log File Size Max Log Directory Size (Required) The maximum thread pool size in the Reporting Server Java Virtual Machine. The Reporting Server publishes statistics at this interval. (Required) Maximum size of the log file in Megabytes. The log file name follows this format: CVP.DateStamp.SeqNum.log example: For example: CVP log After midnight each day, a new log file is automatically created with a new date stamp. Also, when a log file exceeds the max log file size, a new one with the next sequence number is created, for example, when CVP log reaches 5 Mb, CVP log is automatically created. (Required) Maximum size of the directory containing Reporting Server log files. Default minutes 5 MB 500 MB Range MB - Max Log Directory Size Max Log Dir Size divided by Max Log File Size cannot be greater than 5, MB Max Log File size < Max Log Directory Size Configuration: Syslog Settings Syslog Server Syslog Server Port Number Name of the server to which the Reporting Server writes log messages. Port number of the Syslog server. ne ne Max Log File size > 1 Max Log Dir Size / Max Log File Size cannot be greater than t applicable Any available port number. Valid port 27

34 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Field Description Default Range numbers are integers between 1 and Backup Server Name of a backup server to which the Reporting Server writes log messages. ne t applicable Backup Server Port Number Port number of the backup Syslog server. ne Any available port number. Valid port numbers are integers between 1 and Viewing Device State When you select a device from the Device Management menu, the following information is listed about all devices of that type that have been added to the Operations Console: Device Information: Hostname - The host name of the device. IP Address - The IP address of the device. Device state - A device can be in one of two states: configured or invalid. A configuration can become invalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. For other possible causes and solutions, refer to the Troubleshooting Guide for Unified Customer Voice Portal. Description - An optional text description for the device. Editing a Reporting Server in the Operations Console You can change the properties of a Reporting Server that has been added to the Operations Console. In edit mode, the Database Administration and File Transfer menus are also available. From the Database Administration menu, you can manage reporting users, run database backups, configure database purge, and view database details. From the File Transfer menu, you can transfer one license file at a time to the Operations Console and then apply that license to a Reporting Server. You can also transfer the Log Messages XML file between the Operations Console and the Reporting Server. Editing a Reporting Server Procedure To edit a Reporting Server: 28

35 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens. Step 3 If you have not already applied a license, select File Transfer in the toolbar and then click Licensing. The File Transfer page displays. Step 4 Step 5 Step 6 Step 7 Step 8 On the General Tab, change the desired general information. You cannot change the IP address or hostname of the Reporting Server. Select the Reporting Properties Tab, then configure reporting properties. Optionally, select the Device Pool tab and add the Reporting Server to a device pool. Optionally, select the Infrastructure tab and configure log file and syslog settings. When you finish configuring the Reporting Server: a. click Save to save the settings in the Operations Server database b. OR click Save & Deploy to save the settings in the Operations Server database and deploy the changes to the Reporting Server See Also Deleting a Reporting Server (page 43) Adding a Reporting Server (page 24) Configuring Reporting Properties (page 26) Adding and Removing a Device from a Device Pool (page 47) Finding a Reporting Server (page 46) Viewing Device State (page 28) 29

36 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Changing a Reporting Database User Password The Unified CVP installation procedure creates the following three user accounts and sets an initial password for each account. You can change any of these passwords from the Reporting Server screen in edit mode, but you can only change one user password at a time. Informix User (Instance Owner) - Starts and stops the Reporting database, using Informix tools. Unified CVP Database Administrator - Uses the Operations Console to run backups, schedule purges, check database used space, and add and remove Reporting users. Unified CVP Database User (Application User) - Connects, inserts, and updates records in the Informix database. This user cannot modify the Reporting schema. Procedure To change a reporting database user password: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Step 3 Select the Reporting Server to edit by clicking the link to its name under the Hostname column. Click Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 4 Select the Database Administration menu in the toolbar, then select Change User Passwords. The Reporting Server: Change User Passwords page opens, displaying the IP address and host name for the currently selected Reporting Server. Step 5 Step 6 Step 7 In the User field, use the drop-down menu to select the user whose password you want to change. In Old Password field, enter the existing password for that user. In the New Password field, enter the new password. te: Passwords must follow guidelines for secure passwords. Step 8 Step 9 In the Reconfirm Password field, retype the new password. Click Save & Deploy to save the changes to the Operations Console database and deploy them to the Reporting Server. 30

37 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console See Also Running Reporting Database Backups (page 33) Configuring Reporting Database Purge (page 35) Managing Reporting Users (page 31) Guidelines for Choosing Secure Passwords (page 38) Viewing Reporting Database Details (page 37) Getting Reporting Server Statistics (page 45) Managing Reporting Users The Unified CVP Database Administrator should create reporting users to run reports against the Reporting database. Reporting users should have read-only access to the Reporting database, so they cannot accidentally modify the database schema or data. Adding New Reporting Users To add a new reporting user to the Reporting Server: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users window opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 Step 5 Step 6 Step 7 Step 8 In the Manage Users pane, click Add User. Enter the name for the user in the Username field. Enter a password for the new user in the Password field. Retype the password in the Reconfirm Password field. Enter the Unified CVP Database Administrator's password in Database Administrator Password field. 31

38 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Step 9 Click Add to add the user. See Also Changing Reporting User Passwords (page 32) Removing Reporting Users (page 33) Changing Reporting Database User Passwords (page 29) Finding a Reporting Server (page 46) Changing a Reporting User's Password To change a reporting user's password: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users window opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 In the Manage Users pane, click Change Password. From the Available users list, select the user whose password you want to change and click the left arrow. The user name will be displayed in Username field. Type the user's original password in Old Password field. In the New Password field, type the new password. In the Reconfirm Password field, retype the new password. Click Change to make the change. See Also Changing Reporting Database User Passwords (page 29) 32

39 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Changing Reporting User Passwords (page 32) Removing Reporting Users (page 33) Adding New Reporting Users (page 31) Changing Reporting Database User Passwords (page 29) Finding a Reporting Server (page 46) Removing Reporting Users To remove a reporting user from the Reporting Server: Step 1 Choose Device Management > Reporting Server. The Find, Add, Delete, Edit Reporting Server window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select Database Administration in the toolbar, then select Manage Reporting Users. The Reporting Server: Manage Users window opens, listing the IP address and host name for the currently selected Reporting Server. Step 4 Step 5 Step 6 From the Available users list, select the user to remove and click the left arrow. Type the Database Administrator's password in Database Administrator Password field. Click Delete to delete the selected user. See Also Adding New Reporting Users (page 31) Changing Reporting User Passwords (page 32) Changing Reporting Database User Passwords (page 29) Finding a Reporting Server (page 46) Running Reporting Database Backups By default, Reporting Database backups are disabled. You can choose to schedule backups of the Reporting database or run backups on demand. When you enable backups, files are saved 33

40 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server to the Reporting Server's local file system. You are responsible for managing backed-up files. Scheduled backups occur once each day. You can configure the time of day at which backups occur. A maximum of two backups and a minimum of one backup will be available at any time on the local machine. Procedure To run a reporting database backup: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Click Edit. The Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Reporting Database Backups. The Reporting Server - Database Backup Activities page displays. The IP address and host name for the currently selected Reporting Server are listed. Step 4 Step 5 To launch a backup immediately, click Backup w. To schedule a time for daily backups, select Schedule Daily Backups and then select the hour and minute of the start time. Enter your Database Administrator Password and click Save & Deploy. See Also Changing a Reporting Database User Password (page 29) Configuring Reporting Database Purge (page 35) Managing Reporting Users (page 31) Viewing Reporting Database Details (page 37) Getting Reporting Server Statistics (page 45) Cancelling Reporting Database Backups By default, Reporting Database backups are disabled. You can choose to schedule backups of the Reporting database or run backups on demand. You can cancel daily backups at any time. Procedure To cancel a reporting database backup: 34

41 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Reporting Database Backups. The Reporting Server - Database Backup Activities page displays. The IP address and host name for the currently selected Reporting Server are listed. Step 4 Step 5 Click Cancel Daily Backups. Enter your Database Administrator Password and click Save & Deploy. See Also Changing a Reporting Database User Password (page 29) Configuring Reporting Database Purge (page 35) Managing Reporting Users (page 31) Viewing Reporting Database Details (page 37) Getting Reporting Server Statistics (page 45) Configuring Reporting Database Purge You can purge call data from the Reporting Database. Data purge is run daily at the time you specify. Each category of call data is retained for a default number of days, before being purged. Procedure To configure Reporting Database purge settings: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. 35

42 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Step 3 Select the Database Administration menu in the toolbar, then select Data Purge. The Reporting Server - Database Purge Settings page opens, displaying the IP address and host name for the currently selected Reporting Server. Step 4 Step 5 Step 6 In the Data Purge section of the page, you can change the data retention time for each category of data. Select the hours and minutes to run the purge each day. Enter your Database Administrator Password and click Save & Deploy. See Also Running Reporting Database Backups (page 33) Cancelling Reporting Database Backups (page 34) Changing a Reporting Database User Password (page 29) Managing Reporting Users (page 31) Viewing Reporting Database Details (page 37) Getting Reporting Server Statistics (page 45) Categories of Reporting Data that Can Be Purged Using the Operations Console, you can select the time of day to run database purge, and set the number of days the data will be retained by data category. The following table describes each category of data that you can purge from the Reporting Database and lists the default number of days that this data is kept before purging. te: A high level category, such as Call, cannot have a lower retention time than a dependent category, such as Call Event. Table 4: Number of Days to Retain Data Before Purging Data Category Call Call Event VoiceXML Session Description Detailed information about calls received by Unified CVP. Call state change event messages published by the Call Server and 30 VoiceXML server. SIP and IVR services publish call state change event messages when a SIP call or H.323 call changes its state. These states include call initiated, transferred, terminated, aborted, or an error state. VoiceXML session data includes application names, session ID, and 30 session variables. Session variables are global to the call session on the VoiceXML Server. Unlike element data, session data can be created and modified by all components (except the global error handler, hotevents, and XML decisions). Default 30 36

43 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Data Category VoiceXML Element VoiceXML ECC Variable VoiceXML Voice Interact Detail VoiceXML Session Variable VoiceXML Element Detail Description A VoiceXML element is a distinct component of a voice application call 15 flow whose actions affect the experience of the caller. A VoiceXML element contains detailed script activity to the element level, such as, Call Identifiers, activity time stamp, VoiceXML script name, name and type of the VoiceXML element, and event type. Expanded Call Context (ECC) variables that are included in VoiceXML 15 data. Unified CVP uses ECC variables to exchange information with Unified ICME. For a complete list and description of ECC variables, see the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Application detailed data at the script element level from the VoiceXML Server call services. This data includes input mode, utterance, interpretation, and confidence. VoiceXML session variables are global to the call session on the VoiceXML Server. The names and values of element variables. Default The data categories are hierarchical as described in Data Categories (page 18). Viewing Database Details You can view the size of a Reporting database. Procedure To view database details: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select the Database Administration menu in the toolbar, then select Database Details. The Reporting Server - Disk Drives: Housing Database Files page opens, displaying the IP address and host name for the currently selected Reporting Server along with the following database information: 37

44 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Reporting Database Details: Database Name - Name of the database Total Size (MB) - Total data size Free size (MB) - Amount of space that has not been taken by extents Used Size (MB) - Data space used Extent size (MB) - Space reserved for tables. This size may be greater than the total size. % Free Size - The percent of space that has not been extended (reserved). This might be greater than 100%. See Also Running Reporting Database Backups (page 33) Cancelling Reporting Database Backups (page 34) Changing a Reporting Database User Password (page 29) Configuring Reporting Database Purge (page 35) Managing Reporting Users (page 31) Getting Reporting Server Statistics (page 45) Guidelines for Choosing Secure Passwords te: Reporting passwords are subject to both the Unified CVP password policy, which is indicated below, and the password policy enforced by the operating system of the computer on which the Reporting Server resides. For each aspect of the password, the Reporting password must meet the requirement of the more restrictive policy. Passwords must meet all the following criteria: Passwords must only contain the following ASCII characters: Maximum password length is eighty (80) characters. Minimum password length is eight (8) characters The password must contain characters from at least three of the following classes: lowercase letters, uppercase letters, digits, and special characters. Lowercase letters (abcdefghijklmnopqrstuvwxyz) Uppercase letters (ABCDEFGHIJKLMNOPQRSTUVWXYZ) 38

45 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Digits ( ) The following special characters:!"#$%&'()*+,-./ :;<=>?@ [\]^_` { }~ character in the password can be repeated more than three (3) times consecutively. Password must not repeat or reverse username. Password is not "cisco", "ocsic", or any variant obtained by changing the capitalization of letters therein. Uploading a Log Messages XML File You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine from any Unified CVP server. After downloading the file, you can edit it to configure the way Unified CVP event notifications are handled. Then after you edit the file, you can upload the customized file to any Unified CVP server. If you want to transfer multiple files at a time, use the Bulk Administration menu. Procedure To upload a Log Messages XML file from a Unified CVP Server to the Operations Console: Step 1 From the Device Management menu, choose the type of server to which you want to upload a syslog XML file. For example, to upload a file to a VoiceXML Server, choose Device Management > CVP VoiceXML Server. The Find, Add, Delete, Edit window lists any servers that have been added to the control panel. Step 2 Step 3 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Select File Transfer in the toolbar and then click Log Messages XML File Upload. The Log Messages XML Upload page displays. Step 4 Step 5 Step 6 In the Select a Log Messages XML file from your local PC text box, enter a file name or click Browse and search for the file on your local system.. Click Upload to transfer the selected file to the Unified CVP Server. Shut down and then start the corresponding Unified CVP Server. 39

46 Editing a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server See Also Downloading a Log Messages XML File (page 39) Editing the Log Messsages XML File (page 41) Bulk Administration File Transfer (page 57) Downloading a Log Messages XML File You can download a Log Messages XML file, CVPLogMessages.xml, to your local machine from any Unified CVP server. After downloading the file, you can edit it to configure the way Unified CVP event notifications are handled. Then after you edit the file, you can upload the customized file to any Unified CVP server. If you want to transfer multiple files at a time, use the Bulk Administration menu. Procedure To download a Log Messages XML file from the Operations Console to a Unified CVP Server: Step 1 From the Device Management menu, choose the type of server from which you want to download a syslog XML file. For example, to download a file to a VoiceXML Server, choose Device Management > CVP VoiceXML Server. The Find, Add, Delete, Edit window lists any servers that have been added to the control panel. Step 2 Step 3 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit. Select File Transfer in the toolbar and then click Log Messages XML File Download. The Log Messages XML Download page displays. Step 4 Click Download to transfer the XML file to the server. A message indicates that this operation might take some time. Click OK to continue with the download or click Cancel to cancel the download. See Also Uploading a Log Messages XML File (page 39) Editing the Log Messages XML File (page 41) Bulk Administration File Transfer (page 57) 40

47 Chapter 3: Configuring the Reporting Server Editing a Reporting Server in the Operations Console Editing the Log Messages XML File The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. This file also identifies an event type identifier and message text identifier for each event. The text for these identifiers is stored in the resource properties file, CVPLogMessages.properties. Each Unified CVP Call Server, VoiceXML Server, and Reporting Server has a log messages XML file and log message file. You can edit the CVPLogMessages.xml file on a particular Unified CVP server to customize the severity, destination and possible resolution for each event that the server generates. You can also edit the CVPLogMessages.properties file to change the text of the message that is generated when an event occurs on that server. Use any plain-text editor (one that does not create any markup) or XML editor to edit the CVPLogMessages.xml file. Use a resource file editor, if available, to edit the CVPLogMessages.properties file. If a resource file editor is not available, use a text editor. Message Element Name Body Severity SendToSNMP SendToSyslog SNMPRaise Possible Values Resource="identifier" Resource="identifier" 0 to 6 True or false True or false True or false What it Means Identifies the event type described in the CVPLogMessages.properties file. Identifies the message text described in the CVPLogMessages.properties file. Identifies the severity level (page 41) of the event. Set to true, to send this message, when logged, to an SNMP manager, if one is configured. Set to true to send this message, when logged, to a Syslog server, if one is configured. Set to true to identify this message, when logged, as an SNMP raise event, which the SNMP management station can use to initiate a task or automatically take an action. Set to false to identify this message as an SNMP clear when sent to an SNMP management station. An SNMP clear event usually corresponds to an SNMP raise event, indicating that the problem causing the raise has been corrected. An administrator on an SNMP management station can correlate SNMP raise events with SNMP clear events. Unified CVP Event Severity Levels The following table describes the available severity levels for Unified CVP events. You can set the severity level for an event by editing the log messages XML file, CVPLogMessages.xml, on the server that generates events. For instructions on editing this file, see Editing the Log Messages XML File (page 41). 41

48 Applying a License to a Reporting Server Using the Operations Console Chapter 3: - Configuring the Reporting Server Level EMERGENCY ALERT CRITICAL ERROR WARN NOTICE INFO Severity Purpose System or service is unusable Action must be taken immediately Critical condition, similar to ALERT, but not necessarily requiring an immediate action An error condition that does not necessarily impact the ability of the service to continue to function A warning about a bad condition, which is not necessarily an error tification about interesting system-level conditions, which are not errors Information about internal flows or application or per-request information, not system-wide information Applying a License to a Reporting Server Using the Operations Console Applying a License to a Reporting Server You must apply a valid license file after configuring a Reporting Server. You can browse for and upload the license file to the Operations Console, and then transfer the license to the Reporting Server. Select either an existing license file in the Operations Console database or a new license file from your local desktop. te: Each Reporting Server IP address requires a unique license. You must apply the correct license to the Reporting Server. Procedure To apply a license file: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Server window lists any Reporting Servers that have been added to the control panel. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. You can also search for a Reporting Server. The Edit Reporting Server Configuration window opens. Step 3 Select File Transfer in the toolbar and then click Licensing. The File Transfer page displays. 42

49 Chapter 3: Configuring the Reporting Server Deleting a Reporting Server From the Operations Console Step 4 If the license file is not listed in the Select From Available License Files box: a. Click Select a License File from Your Local PC. b. Enter the file name of the license for this Reporting Server in the text box or click Browse to search for the license file on the local file system. Step 5 If the license is listed in the Select From Available License Files box, select the matching license file and then click Transfer to transfer the selected license file to the Reporting Server. The license is applied to the selected Reporting Server. See Also Finding a Reporting Server (page 46) Deleting a Reporting Server From the Operations Console Deleting a Reporting Server You can remove a Reporting Server from the Operations Console. Deleting a Reporting Server removes its configuration from the Operations Console database and removes the Reporting Server from the displayed list of Reporting Servers. Procedure To delete a reporting server: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window displays. Step 2 Step 3 Step 4 Step 5 Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server (page 46) topic. From the list of matching records, choose the Reporting Server that you want to delete. Click Delete. When prompted to confirm the delete operation, click OK to delete or click Cancel to cancel the delete operation. See Also Adding a Reporting Server (page 24) 43

50 Viewing Reporting Statistics Chapter 3: - Configuring the Reporting Server Viewing Reporting Statistics The Reporting Server publishes statistics that include the number of events received from the IVR, SIP, and VoiceXML services during an interval and the total events published since the Reporting Server started. Reporting Server Statistics Table 5: Reporting Server Statistics Reporting Server statistics include the total number of events received from the IVR, SIP, and VoiceXML services. Access Reporting Server statistics either by: Choosing System > Control Center, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar. Choosing Device Management > CVP Reporting Server, selecting a Reporting Server, and then clicking the Statistics icon in the toolbar. The following table describes the Reporting Server statistics. Statistic Interval Statistics Start Time Duration Elapsed Interval Duration VXML Events Received SIP Events Received IVR Events Received Database Writes Aggregate Statistics Start Time Description The time the system started collecting statistics for the current interval. The amount of time that has elapsed since the start time in the current interval. The interval at which statistics are collected. The default value is 30 minutes. The total number of reporting events received from the VoiceXML Service during this interval. For each reporting event received from the VoiceXML Service, this metric will be increased by one. The total number of reporting events received from the SIP Service during this interval. For each reporting event received from the SIP Service, this metric will be increased by one. The total number of reporting events received from the IVR service in the interval. For each reporting event received from the IVR service, this metric will be increased by one. The total number of writes to the database made by the Reporting server during the interval. For each write to the database by the Reporting server, this metric will be increased by one. The time the service started collecting statistics. 44

51 Chapter 3: Configuring the Reporting Server Viewing Reporting Statistics Statistic Duration Elapsed VXML Events Received SIP Events Received IVR Events Received Database Writes Description The amount of time that has elapsed since the service start time. The total number of reporting events received from the VoiceXML Service since the service started. For each reporting event received from the VoiceXML Service, this metric will be increased by one. The total number of reporting events received from the SIP Service since the service started. For each reporting event received from the SIP Service, this metric will be increased by one. The total number of reporting events received from the IVR Service since the service started. For each reporting event received from the IVR Service, this metric will be increased by one. The total number of writes to the database made by the Reporting server since startup. For each write to the database by the Reporting server, this metric will be increased by one. Getting Reporting Statistics Reporting Server statistics include the total number of events received from the IVR, SIP, and VoiceXML services. Procedure To get Reporting Server statistics: Step 1 Choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens with the current settings displayed. Step 3 Select Statistics in the toolbar. The Reporting Server statistics (page 44) are listed in the Reporting tab. See Also Running Reporting Database Backups (page 33) Cancelling Reporting Database Backups (page 34) Changing a Reporting Database User Password (page 29) Configuring Reporting Database Purge (page 35) 45

52 Finding a Reporting Server in the Operations Console Chapter 3: - Configuring the Reporting Server Managing Reporting Users (page 31) Viewing Reporting Database Details (page 37) Finding a Reporting Server in the Operations Console The Operations Console provides a basic and advanced search feature for locating a specific Reporting Server. Finding a Reporting Server The Operations Console lets you locate a Reporting Server on the basis of specific criteria. Use the following procedure to locate a Reporting Server. Procedure To find a Reporting Server: Step 1 Choose Device Management > CVP Reporting Server from the Main menu. A list of the available Reporting Servers appears, 10 at a time, sorted by name. Step 2 Step 3 If the list is long, click Next to view the next page of available devices. If you know the name of a particular Reporting Server, enter its name in the Search text box and then click Go. te: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Search text box is empty, all Reporting Servers are listed. Step 4 To perform an advanced search, click Advanced. From the first Advanced Search window drop-down list box, choose one of the following criteria: Search criteria: Hostname IP address Description Step 5 From the second window drop-down list box, choose one of the following criteria: 46

53 Chapter 3: Configuring the Reporting Server Adding and Removing a Device from a Device Pool Search criteria: begins with contains ends with is exactly is empty Step 6 Specify the appropriate search text, if applicable, and click Find. Adding and Removing a Device from a Device Pool Device Pools are logical groupings of devices, for example, SanJose-Gateways. Device pools provide a convenient way to define a set of common characteristics that can be assigned to devices, for example, the region in which the devices are located. The system creates a default device pool, which contains all devices. Every device you create is automatically assigned to the default device pool. You can never remove the default device pool from the selected device pool list. The default device pool ensures that the Administrator can view and manage all devices. You can create device pools and assign devices to the device pools you created. Adding or Removing a Device From a Device Pool Procedure To add or remove a device from a device pool: Step 1 From the Device Management menu, choose the type of device you want to add to or remove from a device pool. For example, to add a Reporting Server to a device pool, select CVP Reporting Server from the menu. A window listing known devices of the type you selected displays. For example, if you selected Reporting Server, known CVP Reporting Servers are listed. Step 2 Step 3 Select the device by checking the checkbox preceding it or highlighting the device and then clicking Edit. Select the Device Pool tab. Step 4 If: You want to add a device to a device pool Then: Select the device pool from the Available pane, and then click the right arrow to move the pool to the Selected pane. 47

54 Adding and Removing a Device from a Device Pool Chapter 3: - Configuring the Reporting Server If: You want to remove a device from a device pool Then: Select the device pool from the Selected pane, and then click the left arrow to move the device pool to the Available pane. Step 5 Click Save. 48

55 Configuring the VoiceXML Server for Reporting The VoiceXML Server is a J2EE-compliant application server that provides a complete solution for rapidly creating and deploying dynamic VoiceXML applications. If you installed a VoiceXML Server, you must configure it before using it to deploy VoiceXML applications or licenses. This section contains the following topics: Chapter 4 Adding a VoiceXML Server to the Operations Console, page 49 Editing a VoiceXML Server in the Operations Console, page 51 Transferring a File to Multiple Devices, page 57 Adding a VoiceXML Server to the Operations Console Adding a VoiceXML Server to the Operations Console adds its configuration to the Operations Console database and adds it to the list of VoiceXML Servers in the Control Panel. When you add a VoiceXML Server, you must associate it with a Call Server. The VoiceXML Server uses the message service on this Call Server to communicate with the Reporting Server. You can also add the server to one or more logical groups of devices, called device pools, and configure publishing statistics. Adding a VoiceXML Server Before You Begin 49

56 Adding a VoiceXML Server to the Operations Console Chapter 4: - Configuring the VoiceXML Server for Reporting Do the following before adding a VoiceXML Server to the Operations Console: Collect the host name or IP address of the VoiceXML Server during the installation of Unified CVP software. Install and configure at least one Call Server before configuring the VoiceXML Server. Review VoiceXML Studio scripts, noting any of the following items you want to include or exclude from VoiceXML Server reporting data: Application names Element types Element names Element fields ECC variables Procedure To add a VoiceXML Server: Step 1 Choose Device Management > CVP VoiceXML Server. The Find, Add, Delete, Edit VoiceXML Servers window opens. te: To use an existing VoiceXML Server as a template for creating the new VoiceXML Server, select the VoiceXML Server by clicking the radio button preceding it and then click Use As Template. Step 2 Click Add New. The CVP VoiceXML Server Configuration window opens to the General Tab. Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Fill in the general server information and choose a primary Call Server. Optionally, choose a backup Call Server. Select the Configuration Tab, then configure VoiceXML Server properties. Optionally, select the Device Pool tab and add the VoiceXML Server to a device pool. Optionally, select the Infrastructure tab and configure log file and syslog settings. When you finish configuring the VoiceXML Server: a. click Save to save the settings in the Operations Server database 50

57 Chapter 4: Configuring the VoiceXML Server for Reporting Editing a VoiceXML Server in the Operations Console b. OR click Save & Deploy to save the settings in the Operations Server database and deploy the changes to the Reporting Server Step 9 Shut down and then restart the VoiceXML Server and the primary and backup Call Servers. Editing a VoiceXML Server in the Operations Console You can change the properties of a VoiceXML Server that has been added to the Operations Console. In edit mode, the Statistics, File Transfer, and System Id menus are also available. From the Statistics menu, you can view call statistics published by the VoiceXML Server. From the File Transfer menu, you can transfer license files, VoiceXML script files, and log messages to the VoiceXML Server. The System Id menu provides an option to generate a unique system identifier for the VoiceXML Server. You will need the System Id when getting a license for this server. Editing a VoiceXML Server Before You Begin You can edit the configuration for a VoiceXML Server that has been added to the Operations Console Control Center. Procedure To edit a VoiceXML Server configuration: Step 1 Choose Device Management > CVP VoiceXML Server. The Find, Add, Delete, Edit VoiceXML Servers window opens. Step 2 Step 3 From the list of matching records, choose the VoiceXML Server that you want to edit. Click Edit. The VoiceXML Server Configuration window opens to the General Tab. Step 4 Step 5 Step 6 Step 7 Step 8 Change any general server information. You cannot change the IP address of the VoiceXML Server. Select the Configuration Tab, then configure VoiceXML Server properties. Optionally, select the Device Pool tab and add the VoiceXML Server to a device pool. Optionally, select the Infrastructure tab and configure log file and syslog settings. When you finish configuring the VoiceXML Server: 51

58 Editing a VoiceXML Server in the Operations Console Chapter 4: - Configuring the VoiceXML Server for Reporting a. click Save to save the settings in the Operations Server database b. OR click Save & Deploy to save the settings in the Operations Server database and deploy the changes to the Reporting Server Step 9 Shut down and then restart the VoiceXML Server and if they have changed the primary and backup Call Servers. VoiceXML Server General Properties You can configure settings that identify the VoiceXML Server and choose a primary, and optionally, a backup Call Server to communicate with the Reporting Server. You can also enable secure communications between the Operations Console and the VoiceXML Server. Table 6: VoiceXML Server General Configuration Settings Field General IP Address Hostname Description Enable secure communication with the Operations Console Call Servers Primary Call Server Backup Call Server Description Default The IP address of the VoiceXML Server ne The host name of the VoiceXML Server. ne Host names must be valid DNS names, which can include letters in the alphabet, the numbers 0 through 9, and a dash. The description of the VoiceXML Server. ne Select to enable secure communications ne between the Operations Console and this component. The device is accessed using SSH and files are transferred using HTTPS. The VoiceXML Server uses the message service on this Call Server to communicate with the Reporting Server. Select a primary Call Server from the drop-down list. The drop-down list includes all Call Servers added to the Operations Console. The VoiceXML Server uses the message service on this Call Server to communicate with the Reporting Server if the Primary Call Server is unreachable. Select a backup Call Server from the drop-down list. The drop-down ne ne Range A valid IP address Restart/Reboot Needed A valid DNS name, which includes uppercase and lowercase letters in the alphabet, the numbers 0 through 9, and a dash Less than or equal to 1024 characters On or Off t applicable t applicable - reboot - Restart Call Server and VoiceXML Server - Restart Call Server and VoiceXML Server 52

59 Chapter 4: Configuring the VoiceXML Server for Reporting Editing a VoiceXML Server in the Operations Console Field Description list includes all Call Servers added to the Operations Console. Default Range Restart/Reboot Needed VoiceXML Server Configuration Properties Table 7: VoiceXML Server Configuration Settings From the VoiceXML Server Configuration tab, you can enable reporting of VoiceXML Server script and call activities to the Reporting Server. When enabled, the VoiceXML Server reports on call and application session summary data. Call summary data includes call identifier, start and end timestamp of calls, ANI, and DNIS. Application session data includes application names, session id, and session timestamps. If you choose detailed reporting, VoiceXML Studio script details are reported, including element access history, activities within the element, element variables and element exit state. Customized values added in the Add to Log element configuration area in VoiceXML Studio scripts are also included in reporting data. Optionally, you can create report filters that define which data are included and excluded from being reported. Field Configuration Enable Reporting for this VoiceXML Server Enable Reporting for VXML Application Details Max. Number of Messages QoS Select QoS Level Description Indicates whether or not the VoiceXML Server sends data to the Reporting Server. If disabled, no data is sent to the Reporting Server and reports will not contain any VoiceXML application data. Indicates whether or not VoiceXML application details are reported. Default Enabled Disabled The maximum size of reporting 100,000 messages that are saved in a memory buffer if a failover occurs and the Call Server is unreachable. The level of transmission quality and service availability for the VoiceXML Server. te: For more information, see the Enterprise QoS Solution Reference Network Design Guide. cs3 Range Enabled (the default) or Disabled. Enabled or Disabled (the default). t applicable - cannot be changed The drop-down list has the following values: af11, af12, af13, af21, af22, af23, af31, af32, af33, af41, af42, af43, cs1, cs2, cs3, cs4, cs5, cs6, cs7,default, ef Restart/Reboot Needed - Restart VoiceXML Server - Restart VoiceXML Server t applicable - Restart VoiceXML Server VXML Applications Details: Filters 53

60 Editing a VoiceXML Server in the Operations Console Chapter 4: - Configuring the VoiceXML Server for Reporting Field Inclusive Filters Description List of applications, element types, element names, and element fields, and ECC variables to include in reporting data. Default ne Range Restart/Reboot Needed A semicolon-separated list - Restart of text strings. A wildcard VoiceXML character (*) is allowed Server within each element in the list. te: For more information about filter syntax and rules, see Inclusive and Exclusive VoiceXML Filters for Reporting (page 54). Exclusive Filters List of applications, element types, element names, and element fields, and ECC variables to exclude from reporting data. ne A semicolon-separated list of text strings. A wildcard character (*) is allowed within each element in the list. te: For more information about filter syntax and rules, see Inclusive and Exclusive VoiceXML Filters for Reporting (page 54). - Restart VoiceXML Server Inclusive and Exclusive VoiceXML Filters for Reporting You use Inclusive and Exclusive VoiceXML filters to control the data that the VoiceXML Server feeds to the Reporting Server. Data feed control is crucial for: Saving space on the reporting database. Preserving messaging communication bandwidth. Rules for VoiceXML Inclusive and Exclusive Filters Inclusive and exclusive filters operate using the following rules: By default, all items but the Start, Subdialog_Start, and Subdialog_End elements are filtered from reporting data unless they are added to an Inclusive Filter. The Subdialog_Start and 54

61 Chapter 4: Configuring the VoiceXML Server for Reporting Editing a VoiceXML Server in the Operations Console Subdialog_End elements are never filtered from reporting data unless Reporting is disabled on the VoiceXML Server. The Exclusive Filter takes precedence over the Inclusive Filter. For example, if an application name is in the Exclusive Filter, then all of the items of that applications are excluded from reporting data even if a particular field or element is listed in the Inclusive filter. The syntax for Inclusive/Exclusive filters is: Appname.ElementType.ElementName.FieldName or AppName.*.*.SESSION:Varname te: This syntax is used to indicate session variables. A semicolon (;) should be used to separate each item in a filter. For example, ElementA ; ElementB is valid. A single wildcard (*) can be specified anywhere within the application name, element type, element name, or field name. Element types, element names, and field names can contain alphanumeric characters, underscores, and a space character. An application name can contain alphanumeric characters and underscores, but the space character is not allowed. For example, A_aa.B_bb.*C_cc_DD.E_ee_F* is valid. Examples of VoiceXML Filter Wildcard Matching The table below provides examples of VoiceXML filter wildcard matching. Table 8: Examples of VoiceXML Filter Wildcard Matching MyApplication.Voice.*.* *.Voice.*.* MyApplication.*.*.var* MyApplication.*.*.*3 MyApplication.*.*.SESSION:Company Matches all voice elements in MyApplication Matches all Voice elements in all applications. Matches all fields in MyApplication that start with the string var. Matches all fields in MyApplication that end with 3. Matches the Company session variable in MyApplication. Examples of Inclusive and Exclusive VoiceXML Filters for Reporting The table below provides examples of some different combinations of Inclusive and Exclusive filters and the resulting data that the VoiceXML Server feeds to the Reporting Server. 55

62 Editing a VoiceXML Server in the Operations Console Chapter 4: - Configuring the VoiceXML Server for Reporting Table 9: Examples of Inclusive and Exclusive VoiceXML Filters for Reporting Inclusive Filter Application1.*.*.* Application1.*.*.* Application1.*.*.* Application1.*.*.* *.*.Element1.*; *.*.Element2.*; *.*.*.Field1 *.Voice.*.* which matches Element1, Element2, Element3, and Element4 *.Voice.*.* which matches Element1 and Element2 *.*.Element1.* *.*.Element1.* *.*.*.Field1 Exclusive Filter ne *.*.Element1.*; *.*.Element2.* *.*.Element1.*; *.*.Element2.*; *.*.*.Field1 *.Voice.*.* which matches Element3 and Element4 Application1.*.*.* *.*.Element3.*; *.*.Element4.* *.*.*.Field1 ne *.*.*.Field1 *.*.Element3.*; *.*.Element4.* Data the VoiceXML Server Feeds To the Reporting Server All Application1 data All Application1 data, except Element1 and Element2 All Application1 data, except Element1, Element2, and Field1 All Application1 data, except Element3 and Element4 data for Application1 Only Element1 and Element2 Element1 and Element2, except for Field1, if it exists in those elements Element1 Element1, except for Field1 if it exists in Element1 Field1 in any elements except Element3 and Element4 A good strategy for using filters is to create an Inclusive filter that includes the data you want to save in the Reporting database and then create an Exclusive filter to exclude portions of the data, for example, sensitive security information such as Social Security Numbers. For example. you would First, create an inclusive filter to include all information: MyApp.Voice.*.* Then, create an exclusive filter to remove credit card and social security numbers information: MyApp.Voice.*.CreditCard; MyApp.voice.*.SSN 56

63 Chapter 4: Configuring the VoiceXML Server for Reporting Transferring a File to Multiple Devices Transferring a File to Multiple Devices You can transfer a license file, VoiceXML script file, or Tcl script file from the Operations Console to one or more devices at a time. License files can only be transferred to Call Servers, Reporting Servers, Speech Servers, and VoiceXML Servers. Script files can be transferred to VoiceXML Servers, gatekeepers, gateways, and content services switches. You can only transfer a file to one type of device at a time. If you try to transfer a type of file to a device that does not support that file type, an error message is displayed, and the previous settings are cleared. Procedure To transfer a script file: Step 1 Choose Bulk Administration > File Transfer. The File Transfer window opens to the Files tab. Script files that have already been transferred to the Operations Console are listed in the Available Script Files box. Step 2 Step 3 Step 4 Step 5 Click Script File. Either enter the fully qualified path to a script file to transfer or click Browse to search for the file. Click the Transfer to Devices tab to transfer the selected file to one or more devices. From the Select Device Type drop-down menu, select the type of device to which you want to transfer the selected file. Only devices of the selected type are displayed in the Available Devices box. Step 6 Step 7 Select a device from the Available Devices box and click the right arrow to move the device to the Selected Devices box. To remove a device from the Selected Devices box, select the device and click the left arrow to move the device to the Available Devices box. When you finish selecting devices, click Transfer. The file you selected on the Files tab is transferred to each selected device. Procedure To transfer a license file: Step 1 Choose Bulk Administration > File Transfer. 57

64 Transferring a File to Multiple Devices Chapter 4: - Configuring the VoiceXML Server for Reporting The File Transfer window opens to the Files tab. License files that have already been transferred to the Operations Console are listed in the Available License Files box. Step 2 Step 3 Step 4 Step 5 Click License File. Either enter the fully qualified path to a license file to transfer or click Browse to search for the file. Click the Transfer to Devices tab to transfer the selected file to one or more devices. From the Select Device Type drop-down menu, select the type of device to which you want to transfer the selected file. Only devices of the selected type are displayed in the Available Devices box. Step 6 Step 7 Select a device from the Available Devices box and click the right arrow to move the device to the Selected Devices box. To remove a device from the Selected Devices box, select the device and click the left arrow to move the device to the Available Devices box. When you finish selecting devices, click Transfer. The file you selected on the Files tab is transferred to each selected device. 58

65 Introduction to the Database Schema This section contains the following topics: About the Database Schema, page 59 Entity-Relationship Diagram, page 60 Table Definitions, page 60 Chapter 5 About the Database Schema The Reporting Server hosts an Informix Dynamic Server (IDS) database, where it stores reporting data in a defined database schema. The schema is fully published so that customers may develop custom reports based on it, using a customer-provided report presentation product. (Customers may not, however, extend the schema for their own purposes.) This schema provides Unified CVP customers with the ability to: establish database connectivity with commercial off-the-shelf reporting and analytics engines from popular business intelligence technology vendors, such as Crystal Reports and Exony and then build their custom reporting and analytics solutions against the Unified CVP database schema join with an ICM HDS database to track call activity across both systems (see "Joining Data with an ICM HDS Database" (page 91)) The following diagram indicates a common set of incoming and outgoing entry and exit states for a call to a self-service application. 59

66 Entity-Relationship Diagram Chapter 5: - Introduction to the Database Schema Figure 2: Call Flow Entity-Relationship Diagram The following ER diagram shows the Unified CVP database schema. Figure 3: ER Diagram Table Definitions This section lists all the tables, in alphabetical order. 60

67 Chapter 5: Introduction to the Database Schema Table Definitions ActionTypeRef Table This is the table to map an ActionTypeID to the type of action for an element that changes data. Field ActionTypeID Type int Null Index (Primary Key) Descriptions The unique id of an action type Name nvarchar(96) The name of the action type Table Values (ID, Name): 1, "Initialize" 2, "Update" 3, "Return" Call Table This table contains one record per call. Field CallGUID Type char(35) Null Index (Primary Key Composite CallGUID, CallStartDate) Descriptions The global unique id of a call CallStartDate date (Primary Key Composite CallGUID, CallStartDate) Date of the call, for data purging purposes StartDateTime datetime Date and time a call was made MessageBusName varchar(42) The name of the Call Server (its message adapter name) where the call originates SubSystemTypeID int The type of Unified CVP Service, such as SIP, IVR, VXML LocalTimeZone int The local time zone identifier ANI varchar(32) ANI of the caller sent by telephony provider DNIS varchar(32) DNIS of a call sent by telephony provider 61

68 Table Definitions Chapter 5: - Introduction to the Database Schema Field EndDateTime Type datetime Null Index Descriptions The date and time a call ended with hang-up or disconnect (but see the te below) UUI varchar(100) The UUI of the originating caller sent by telephony provider Iidigits varchar(100) The IIDIGITS of the originating caller sent by telephony provider UID varchar(50) The external UID of the caller if the call is associated with a user NumAppVisited int The number of applications visited during the life of the call NumOptOut int The number of times that the call is opt out to an agent TotalTransfer int The total number of times the call is transferred out NumTimeOut int The number of times the call timed out NumError int The number of errors that occurred during the call NumOnHold int The number of times the call is on hold due to unavailable port DBDateTime datetime The date and time of the database operation te: On occasion, messages are dropped even for an otherwise successful call. In such cases, EndDateTime is set to the same value as StartDateTime. Thus, if a call appears to be of 0 duration, report writers will know to exclude such a call from consideration in cases where it would otherwise skew metrics. 62

69 Chapter 5: Introduction to the Database Schema Table Definitions CallEvent Table Field CallGUID Type char(35) Null Index (Composite index CallGUID, CallStartDate) Descriptions The global unique id of a call CallStartDate date (Composite index CallGUID, CallStartDate) Date of the call, for data purging purposes CallLegID varchar(43) A call id assigned by a Service MessageBusName varchar(42) The name of the Call Server (its message adapter name) with which the event is associated EventDateTime datetime Date and time of the event EventTypeID int The mechanism used to generate the call event CauseID int The reason that the call event was generated DBDateTime datetime The date and time of the database operation SubSystemTypeID int The type of the Service SubSystemName varchar(41) The name of the Service the event originated from LocalTimeZone int The local time zone identifier CallICMInfo Table Field CallGUID Type char(35) Null Index (Composite index CallGUID, CallStartDate) Descriptions The global unique id of a call CallStartDate date (Composite index CallGUID, CallStartDate) Date of the call, for data purging purposes 63

70 Table Definitions Chapter 5: - Introduction to the Database Schema Field RouterCallKey Type int Null Index Descriptions ICM Router CallKey RouterCallKeyDay int ICM RouterCallKeyDay RouterCallKeySequenceNumber int ICM RouterCallKeySequenceNumber EventDateTime datetime Date and time of the event MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation CauseRef Table This is the table to map a CauseID to the cause. Field CauseID Type int Null Index (Primary Key) Descriptions The unique id of a call event cause Name nvarchar(96) The cause of the event Table Values (ID, Name): 0, "ne" 1, "rmal Completion" 2, "Call Abandon" 3, "Call Transferred" 4, "New Transaction" 5, "Busy" 6, " Answer" 7, "Maintenance" 8, "Net Congestion" 9, "Net t Obtainable" 10, "Reorder Tone" 11, "Resources t Available" 12, "Trunks Busy" 64

71 Chapter 5: Introduction to the Database Schema Table Definitions 13, "Called Party Disconnected" 14, "Max Ports" 15, "Suspended" 16, "Time Out" 17, "Invalidated" 18, "Error" 1001, "Hang Up" 1002, " Network" 1003, "System" 1004, "Script Type" 1005, "Unknown UApp" 1006, "Script Name" 1007, "Config Param" 1008, "Misconfig Ecc" 1009, "Media File" 1010, "Semantic" 1011, "VXML Format" 1012, "VXML Element" 1013, "Variable Data" 1014, " Var Data" 1015, "Format" 1016, "Entry Invalid" 1017, " Entry" 1020, "Data Range" 1021, "Timed Out" 1022, "Called Hung Up" [agent, VRU, or other endpoint hung up on caller; that is, the caller did not hang up first] 65

72 Table Definitions Chapter 5: - Introduction to the Database Schema 1023, " Answer" 1024, "Busy" 1025, "Gen Transfer" 1026, "Invalid Extn" 1027, "Hang Up Forced" 1028, "After Trans Estab" 1030, "Unsupported Language" 1031, "Media Resource ASR" 1032, "Media Resource TTS" 1033, "General ASR TTS" 1040, "CVP System Unavailable" 1041, "CVP App Error" 1042, "CVP App Hang Up" 1043, "Error CVP App Suspended" 1044, "Error CVP Session Error" 1045, "Error CVP Bad Fetch" CVPDataRetention Table Field DataCategory Type varchar(64) Null Index Descriptions The name of the Data Category Visible in Operations Console TableName varchar(32) The name of the table NumberDaysRetained int The number of days to retain the data ActualNumberDaysRetained interval DAY(4) TO DAY If the value is 0 or a positive integer then it means actual number of days data retained; if the value is -1 then this value is inherited from the ActualNumberDaysRetained in the DataCategory NumberOfExtents int The number of extents 66

73 Chapter 5: Introduction to the Database Schema Table Definitions Field ExtentSpaceUsed Type float Null Index Descriptions The extent space used TotalSpaceUsed float The data plus index space size used in megabytes DataSpaceUsed float The data space size used in megabytes DailyPurgeLastRunDate datetime The date and time of last daily run EmergencyPurgeLastRunDate datetime The date and time of last emergency purge CVPDateTrap Table Field CallStartDate Type date Null Index Descriptions Meta for schema management CVPDBSpaceUsed Table Field DBSpace Type varchar(20) Null Index Descriptions Name of the DBSpace TotalSpace float Total Available File Space ExtendedSpace float Reserved Space FreeSpace float n-reserved Space DataSpaceUsed float Amount of ExtendedSpace actually used MaxSizeGrowth float Maximum recorded growth in 24 hours RecentSizeGrowth float Last recorded growth in 24 hours LastRunDate datetime The date and time when the record was updated CVPDBVersion Table Field MajorVersion Type varchar(10) Null Index (Composite index MajorVersion, MinorVersion) Descriptions Major version 67

74 Table Definitions Chapter 5: - Introduction to the Database Schema Field MinorVersion Type varchar(20) Null Index (Composite index MajorVersion, MinorVersion) Descriptions Minor version UpdateDateTime datetime The date and time when the record is updated CVPLog Table Field MessageDateTime Type datetime Null Index Descriptions Date and time of message Message varchar(255) Message details MessageClass char(8) Type of message: Add, Aged Off, Alter, Err Info, Remainder, EPurge CVPPartitionInfo Table Field TableName Type varchar(32) Null Index (Composite index TableName, PartDate) Descriptions Name of the table PartDate date (Composite index TableName, PartDate) Date of the data in partition PartName char(12) Name of the partition DBDateTime datetime The date and time that the partition was created CVPPartitionParameters Table Field DBSize Type int Null Index Descriptions Usable data size in GB PCTFree float Percent of space to keep free in the DB space Bump float Planned growth factor, used to determine sizes for future table extents 68

75 Chapter 5: Introduction to the Database Schema Table Definitions Field DaysAhead Type int Null Index Descriptions Number of days ahead to create partitions; minimum is 1 ContainerSizeLarge int Starting size in KB for large sized tables ContainerSizeMedium int Starting size in KB for medium sized tables ContainerSizeSmall int Starting size in KB for small sized tables CVPPurgeList Table Field Action Type char(1) Null Index Descriptions Action to take: A=Add, D=Drop, S=Split TableName varchar(32) Name of table TabID int ID of table Partition char(12) Name of the partition PartDate date Date of the data in partition DBSpace varchar(32) Name of the DB space PartSize int Size of the partition Reason char(12) Reason for the action ElementTypeRef Table This is the table to map an ElementTypeID to a VXML element type. Field ElementTypeID Type int Null Index (Primary Key) Descriptions The unique id of an element type Name nvarchar(96) The name of the element type Table Values (ID, Name): 0, "Start" 1, "End" 2, "Subdialog_Start" 3, "Subdialog_Return" 69

76 Table Definitions Chapter 5: - Introduction to the Database Schema 4, "Decision" 5, "Action" 6, "Custom" 7, "HotLink" 8, "HotEvent" 9, "ElementFlag" 10, "Voice" 11, "VXMLInsert" 12, "ReqICMLabel" 13, "General" EventTypeRef Table This is the table to map an EventID to its name (event type). Field EventTypeID Type int Null Index (Primary Key) Descriptions The unique id of a call event type Name nvarchar(96) The name of the event type Table Values (ID, Name): 0, "New Call" 1, "Connect Failure" 2, "Busy" 3, " Answer" 4, "Answer" 5, "Abandon" 6, "Disconnect" 7, "Hang Up" 8, "App Transfer" 9, "App Session Complete" 70

77 Chapter 5: Introduction to the Database Schema Table Definitions 10, "Call Transfer" 11, "Run Script" OutgoingECCVariable Table Field CallGUID Type char(35) Null Index (Composite index CallGUID, CallStartDate) Descriptions The global unique id of a call CallStartDate date (second field in Composite indexes) Date of the call, for data purging purposes SessionID int8 (Composite index SessionID, CallStartDate) The identifier of the session in which the ECC variable changes ElementID int8 (Composite index ElementID, CallStartDate) The identifier of the element in which the ECC variable changes ECCVarName char(12) The name of session variable that was exited ECCVarValue nvarchar(255) The value of session variable EventDateTime datetime Date and time when the ECC variable changed MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation ResultRef Table This is the table to map a ResultID to a result string. Field ResultID Type int Null Index (Primary Key) Descriptions The unique id of a result Name nvarchar(96) The name of the element result Table Values (ID, Name): 1, "rmal" 71

78 Table Definitions Chapter 5: - Introduction to the Database Schema 2, "Invalidated" 3, "HotEvent" 4, "HotLink" 5, "Hang Up" 6, "Error" 7, "Transfer" SubSystemTypeRef Table This is the table to map a SubSystemTypeID to a Unified CVP Service type. Field SubSystemTypeID Type int Null Index (Primary Key) Descriptions The unique id of a Service type Name nvarchar(96) The name of the Service type Table Values (ID, Name): 0, "SIP" 1, "IVR" 2, "VXML" 3, "OAMP" [Operate, Administer, Maintain, Provision = Operations Console] 4, "CONTROLLER" 5, "RPT" 6, "ICM" 7, "ORM" [OAMP Resource Manager = element co-located with Unified CVP components that allows the Operations Console to manage the components] 8, "SYSTEM" UserInputModeRef Table This is the table to map a UserInputModeID to the name of the user input mode. 72

79 Chapter 5: Introduction to the Database Schema Table Definitions Field UserInputModeID Type int Null Index (Primary Key) Descriptions The unique id of a user input mode Name nvarchar(96) The name of the user input mode Table Values (ID, Name): 1, "DTMF" 2, "Voice" 3, "DTMF Voice" VarDataTypeRef Table This is the table to map a VarDataTypeID to the data type of a variable. Field VarDataTypeID Type int Null Index (Primary Key) Descriptions The unique id of a variable data type Name nvarchar(96) The name of the variable data type Table Values (ID, Name): 0, "String" 1, "Int" 2, "Float" 3, "Boolean" VoiceActionTypeRef Table This is the table to map a VoiceActionTypeID to the VXMLVoiceInteractDetail. Field VoiceActionTypeID Type int Null Index (Primary Key) Descriptions The unique id of a VoiceActionTypeRef Name nvarchar(96) The name of the call state Table Values (ID, Name): 1, " Match" 73

80 Table Definitions Chapter 5: - Introduction to the Database Schema 2, " Input" 3, "Audio Group" 4, "Input Mode" 5, "Utterance" 6, "Interpretation" 7, "Confidence" VXMLCustomContent Table This table contains one record for each VoiceXML custom event. This event will occur if a custom component programmatically calls the addtolog method of the Session API. The event will also occur when an element whose configuration contains entries in the Add To Log table in the General tab is run. Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id of a visited element CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes VarName nvarchar(51) The name of the custom event variable VarValue nvarchar(255) The value of the custom event variable EventDateTime datetime Date and time when the variable is changed MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLElement Table This table contains one record for each VoiceXML script element visited by a call. For example, if the same element is visited twice in an application script during a call, there will be two separate element records. 74

81 Chapter 5: Introduction to the Database Schema Table Definitions Field ElementID Type int8 Null Index (Primary Key, Composite ElementID, CallStartDate) Descriptions The unique id of a visited element CallStartDate date (second field in Primary Key and Composite indexes) Date of the call, for data purging purposes SessionID int8 (Composite index SessionID, CallStartDate) The unique id of a VXML application session CallGUID char(35) The global unique id of a call ElementName nvarchar(51) The name of an element ElementTypeID int The type of element EnterDateTime datetime Date and time when the element was entered ExitDateTime datetime Date and time when the element was exited ExitState nvarchar(51) The exit state of the element NumberOfInteractions int The number of interactions while the user visited this element ResultID int Indicates how an element ended MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLElementDetail Table This table contains one detail record for each script element variable. VarValue holds the String value of the variable and VarDataTypeID specifies the data type of the variable to which the String value can be converted. Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id of an element 75

82 Table Definitions Chapter 5: - Introduction to the Database Schema Field CallStartDate Type date Null Index (Composite index ElementID, CallStartDate) Descriptions Date of the call, for data purging purposes VarName nvarchar(51) The name of the element variable VarValue nvarchar(255) The String value of the element variable VarDataTypeID int The data type of the element variable, such as String, Integer, Boolean ActionTypeID int The type of action for an element that changes data EventDateTime datetime Date and time when the variable was changed MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLElementFlag Table Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id for the element in which the flag activated CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes EventDateTime datetime The date and time when the flag activated Name nvarchar(51) The flag name PreviousElementName nvarchar(51) Name of the previous application element MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation 76

83 Chapter 5: Introduction to the Database Schema Table Definitions VXMLError Table Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id for the element in which the error occurs CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes ErrorName varchar(12) Name of an error EventDateTime datetime The date and time when the error occurred Description nvarchar(255) The detailed error message MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLHotEvent Table Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id for the element in which the hotevent occurred CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes EventDateTime datetime The date and time when hot event occurred Name nvarchar(51) The name of the hot event MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation 77

84 Table Definitions Chapter 5: - Introduction to the Database Schema VXMLHotLink Table Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id for the element in which the hotlink activated CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes EventDateTime datetime The date and time when the hot link activated Name nvarchar(51) The name of the hot link MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLSession Table This table contains one record for each application visited by a call. For example, if a call has transferred from one application to another one, the call with the same CallGUID will have two session records. Field SessionID Type int8 Null Index (Primary Key, Composite SessionID, CallStartDate) Descriptions The unique id of a VXML application session CallStartDate date (second field in Primary Key and Composite indexes) Date of the call, for data purging purposes SessionName nvarchar(96) The name of the session assigned by VXML Server CallGUID char(35) (Composite index CallGUID, CallStartDate) The global unique id of a call StartDateTime datetime Date and time when session starts AppName nvarchar(51) The name of the VXML application 78

85 Chapter 5: Introduction to the Database Schema Table Definitions Field EventTypeID Type int Null Index Descriptions The mechanism used to end the application visit CauseID int The reason that the application visit ended EndDateTime datetime The end date and time of the session SourceAppName nvarchar(51) The name of the application that transferred to this one LocalTimeZone int The local time zone identifier Duration int The duration of the session (seconds) SubSystemName varchar(41) The name of the VXML Service MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation VXMLSessionVariable Table This table contains one record for each instance of a session variable. For example, if the same session variable was modified once in an application script during a call, there will be two separate records, one for its initial value when it was created and another for the updated value. Field SessionID Type int8 Null Index (Composite index SessionID, CallStartDate) Descriptions The unique id of an IVR application session ElementID int8 (Composite index ElementID, CallStartDate) The identifier of the element in which the session variable changes CallStartDate date (second field in Composite indexes) Date of the call, for data purging purposes VarName nvarchar(51) The name of the session variable that was exited VarValue nvarchar(255) The value of the session variable 79

86 Table Definitions Chapter 5: - Introduction to the Database Schema Field ActionTypeID Type int Null Index Descriptions The type of action for a session variable that changes data EventDateTime datetime Date and time when the session variable changed VarDataTypeID int The data type of the session variable, such as Integer, String, Boolean MessageBusName varchar(42) The name of the message bus that delivers the VXML datafeed message DBDateTime datetime The date and time of the database operation FromICM boolean Indicates whether this session variable change originated from Unified ICME; Informix stores these values as 1 or 0, but represents these values as 't' or 'f' VXMLVoiceInteractDetail Table Field ElementID Type int8 Null Index (Composite index ElementID, CallStartDate) Descriptions The unique id of a visited element CallStartDate date (Composite index ElementID, CallStartDate) Date of the call, for data purging purposes ElapsedTimeMillisecond int Time since the last interaction VoiceActionTypeID int Type of interaction Value nvarchar(255) Value of interaction DBDateTime datetime The date and time of the database operation 80

87 Reporting Against the Database Chapter 6 Unified CVP does not provide a native reporting engine. A third-party reporting engine, such as Crystal Reports, can be used to generate various reports against the predefined Unified CVP database schema. Unified CVP does provide, as examples, a few sample report templates. These are discussed below. Using the Cisco-Provided Sample Report Templates Unified CVP provides a few sample Crystal Reports templates, as well as the SQL statements used in the reports. This may make it easier for you to generate customized reports with your own reporting tools. Thus, these samples can be used in three ways: As is, if you are using Crystal Reports and these templates meet your needs As a foundation that you can alter to create Crystal Report templates that better suit your needs As examples of report templates that you can use to guide you in creating report templates for whatever report engine you are using The templates can be run using Crystal Reports or a Crystal Viewer. Either of these would execute the sample templates to query against the reporting database. The sample reports are based on data that was generated by sample VoiceXML scripts. These sample scripts are shipped with the Reporting Server so that you can run the scripts to generate data and then run the sample reports. The SQL statements used by Crystal Reports are also provided. te: The sample templates are available on the Cisco Unified CVP Release 4.0(1) Software CD, in a top-level directory called Samples. The templates will also be installed on the Reporting Server. The sample scripts, and the SQL statements, are also provided in the Samples directory. 81

88 Using the Cisco-Provided Sample Report Templates Chapter 6: - Reporting Against the Database Descriptions of the sample templates follow. Unified CVP Call Summary Report Table 10: Unified CVP Call Summary Report The Reporting Service captures and presents detailed data on every call made to the Call Server. It traces the path of each call through the entire distributed self-service application using unique call identifiers, the various applications (and/or system components) that a particular call visited, when the applications (and/or system components) were visited, and the total number of calls that the Call Server was processing at that time. Call Num 1 CallGUID 28CD4191-7F6C11DB- A6EF B976 Start Date 11/30/2006 Time 0:40:45 Call Duration 50 ANI DNIS 3110 Num Time Out 0 Num Errors 0 Num Apps Visited 1 Total Transfers 0 2 2A288BE4-7F6C11DB- A6F B976 11/30/2006 0:40: AC F6C11DB- 900D B962 11/30/2006 0:40: BF F6C11DB- A6F B976 11/30/2006 0:40: BFA1D3C- 7F6C11DB- 82AB B8CC 11/30/2006 0:40: C61F58D- 7F6C11DB- 900E B962 11/30/2006 0:40: D F6C11DB- 82AC B8CC 11/30/2006 0:40: DBC1546-7F6C11DB- A6F B976 11/30/2006 0:40:

89 Chapter 6: Reporting Against the Database Using the Cisco-Provided Sample Report Templates Call Num 9 CallGUID 2E2D8EB6-7F6C11DB- 900F B962 Start Date 11/30/2006 Time 0:40:54 Call Duration 50 ANI DNIS 3110 Num Time Out 0 Num Errors 0 Num Apps Visited 1 Total Transfers 0 Unified CVP Application Summary Report In order to measure the overall effectiveness of various self-service applications, the application summary report displays the core application data. Table 11: Unified CVP Application Summary Report Group Name Reporting GD DTMF 60sec Offered 3,276,239 Handled 3,248,281 Caller Abandon 1,620 Unified CVP VXML Element By Call Report Customers who deploy self-service applications need a report that tracks a call's path through VXML elements. This report is used to debug and monitor VXML applications after they are deployed. Table 12: Unified CVP VXML Element By Call Report Element Name Subdialog Start 01 Element Enter Time 1:11:53 am Element Exit Time 1:11:53 am Element Type Subdialog Start start 1:11:53 am 1:11:53 am Start ReqICMLabel 1:11:53 am 1:11:54 am ReqICMLabel Flag Done 1:11:54 am 1:11:54 am ElementFlag Audio Exit 1:11:54 am 1:11:54 am Voice Audio ValidLabel 1:11:54 am 1:11:54 am Voice Subdialog Return 01 1:11:54 am 1:11:54 am Subdialog Return end 1:12:43 am 1:12:43 am End Unified CVP and Unified ICME Report Customers who deploy self-service applications with their Unified ICME or Unified CCE system need a report that will track the details of this system as well as Unified CVP details. Crystal Reports can join data from more than one ODBC connection. In particular, Crystal Reports functionality allows you to select two data sources (in this case, one from Unified CVP Informix tables and one from Microsoft SQL Server tables) and create a join report. 83

90 Using the Cisco-Provided Sample Report Templates Chapter 6: - Reporting Against the Database Table 13: CallGUID: F772B The report discussed here is designed to only return data from one call at a time. The user is prompted to enter the RouterCallKey and the RouterCallKeyDay when launching the report. All of the Unified ICME data originates from the Termination_Call_Detail table. This is a very large table and the report must do a sequential scan to retrieve the data as the RouterCallKey and the RouterCallKeyDay are not indexed columns. To minimize the effect on the HDS you should run the report during off-hours, or run against an HDS that does not support concurrent reporting users. Start DateTime End Date Time 7/5/2006 2:28:23PM 7/5/2006 2:30:23PM Router CallKeyDay Router CallKey 312 ANI DNIS NumberApps Visited 0 Table 14: CallGUID: F772B TCD Record 1 DateTime 7/5/2006 2:39:23PM CallTypeID 5001 Service Skill TargetID ne Agent Skill TargetID ne Answered Within ServiceLevel N 2 7/5/2006 2:30:23PM N Running Crystal Reports Templates In order to run Crystal Reports templates you must replace the ODBC connection with a local one. Do not install a reporting package on the Reporting Server. Select a machine that is not used by Unified CVP to develop and launch reports. To change a template's ODBC connection, complete the following steps: te: These steps are only intended for advanced users. More complete documentation is installed with the Crystal reporting product. If you are unfamiliar with setting up and configuring ODBC connections, please see the Crystal Reports documentation. 1. Install Crystal Reports or a Crystal Viewer. 2. Install the Informix ODBC driver which is included in the CSDK installer. This is available on the IBM web site. 3. Configure an ODBC connection that points to the Unified CVP Informix Server. Configure a SQL Server connection to an HDS if required. 4. Open the template in Crystal Reports. 5. Choose 'Set Data Source Location' from the 'Database' menu. 6. Open your connection in the 'Replace with' windows by doing as follows: 84

91 Chapter 6: Reporting Against the Database Using the Cisco-Provided Sample Report Templates 'Create New Connection', select 'ODBC' Select a Unified CVP connection that you created in step 3 above Select 'Next', enter the 'Password' for the DB, select 'Finish' Drill down into the database instance by selecting the instance name (cvp_db hostname), the database (cvp_data), the database administrator (cvp_dbadmin), Tables Replace each table (which is prefaced with a 't_' in the 'Current Data Source' window with the corresponding table (without the 't_') in the 'Replace with' window and press the 'Update' button Some reports have custom SQL. Custom SQL statements are named 'Command*'; these should be updated with the 'Add Command' entry under the database instance. Right-click on the Current command, select 'View' then copy the SQL query, so you can enter it in the 'New Command' when prompted Repeat the above six steps for the HDS connection if required; with Unified ICME, both the 'current' and 'replace' tables will have a 't_' 7. Refresh the report. 85

92 Using the Cisco-Provided Sample Report Templates Chapter 6: - Reporting Against the Database 86

93 Chapter 7 Reporting Best Practices This section contains the following topics: CPU Intensive Reports, page 87 Filtering Data to be Stored in the Database, page 88 ECC Variable Security, page 88 Writing Efficient SQL when Creating Reports, page 89 Database Sizing Issues, page 89 Database Backup and Recovery, page 90 Only Use Reporting Users when Querying the Database, page 90 Informix, Operating System Time, and Local Time, page 90 Assuring Accurate Time Stamps for Reporting and Logging, page 90 Passwords, page 90 Joining Data with an ICM HDS Database, page 91 Joining Unified CVP and SQL Server Data, page 91 Reporting Isolation Level, page 91 Database Retention Settings, page 91 Purge and Backup Database Maintenance Tasks, page 91 Zero Duration Calls and Writing Reports, page 92 CPU Intensive Reports Do not run CPU intensive reports off the database while the database is receiving data. te: Reports become more CPU intensive as the complexity associated with producing the report from the information available in the database increases. There is no sharp dividing line between intensive and non-intensive reports. The system performance must remain within the guidelines defined in the Cisco Unified Customer Voice Portal (CVP) Release 4.0 Solution Reference Network Design (SRND) document. 87