Cisco Media Blender Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions

Transcription

1 Cisco Media Blender Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions Cisco Media Blender Release 7.1 June, 2011 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. CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Pulse, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, and Flip Gift Card are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Fast Step, Follow Me Browsing, FormShare, GainMaker, GigaDrive, HomeLink, ilynx, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo 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. (0910R). Cisco Media Blender Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions Copyright Cisco Systems, Inc. All rights reserved.

3 CONTENTS About this Guide i Overview i Audience i Organization ii Related Documentation iii Obtaining Documentation, Obtaining Support, and Security Guidelines iii Documentation Feedback iii Obtaining Technical Assistance iii CHAPTER 1 Introduction 1-1 Media Blender with Unified CCE Configuration 1-1 ACD and IPCC Support 1-2 CHAPTER 2 Media Blender in the Unified CCE Integration 2-1 Components in the Unified CCE Integration 2-2 Web and Delayed Callback in the Unified CCE Integration 2-4 ECC Variables 2-4 Blended Collaboration and Text Chat 2-6 CTI Strategies for Call Classes 2-6 Phantom Pools 2-9 IPCC Support 2-10 Legacy ACD Support 2-12 Long Distance Calls i

4 Contents Notification 2-17 Integration of Cisco MB with Cisco Interaction Manager (CIM) 2-18 Multiple CMB instances connecting to same peripheral 2-23 Agent PG/CG failover 2-25 CHAPTER 3 Media Blender Administration User Interface 3-1 Getting Started 3-2 Starting and Stopping Media Blender 3-4 Viewing Alerts 3-6 Viewing the Latest Log 3-7 Viewing Media Blender Properties 3-9 Monitoring Media Events 3-10 Monitoring Media Statistics 3-11 Monitoring Media Sessions 3-13 Internationalizing the Media Blender UI 3-14 CHAPTER 4 Property File Reference 4-1 Media Blender Properties 4-2 Cisco CTI Medium 4-13 Physical Location File 4-31 Phantom Agent Password File 4-32 Call Class Table 4-32 Phantom Pool File 4-34 Skills Table 4-35 Event Filters 4-38 CHAPTER 5 Troubleshooting Media Blender 5-1 Using the Log Information 5-1 Media Blender Alerts 5-14 Before You Contact the TAC 5-20 ii

5 Contents G LOSSARY I NDEX iii

6 Contents iv

7 About this Guide Overview Welcome to the Cisco Media Blender Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions. This guide provides information to help you configure, maintain, and troubleshoot the Cisco Media Blender (Cisco MB) Version 7.1 software. Audience This guide is written for system administrators of the Cisco MB version 7.1 software. It assumes proper configuration of other products with which it functions. i 7.1 i

8 Organization About this Guide Organization This guide is organized as follows: Introduction Media Blender in the Unified CCE Integration Media Blender Administration User Interface Property File Reference Troubleshooting Media Blender Provides an overview of the Media Blender 7.1 configurations and lists the supported Automatic Call Distributors (ACDs). Describes the functionality involved when Cisco MB is integrated with the Cisco Unified Contact Center Enterprise(UCCE) software, the Cisco Unified WIM software, and an ACD or the Cisco Internet Protocol Contact Center (IPCC). Configuration tasks are included to help you get Cisco MB up and running. Describes the Cisco MB Administration user interface pages and how to access them. Describes all Cisco MB property files and their properties. Helps you understand the Media Blender logs and alerts. It also explains what you need to do before you call the Cisco Technical Assistance Center (TAC) for help. ii

9 About this Guide Related Documentation Related Documentation You need the following documentation, which is on the Cisco Unified Interaction Manager product CD: Cisco Media Blender Installation Guide for Cisco Unified Contact Center Enterprise & Hosted Editions Cisco Media Blender Administration Online Help You need the Cisco Unified CCE Software documentation and Cisco Unified WIM documentation. See the documentation shipped with those products. Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at Documentation Feedback You can provide comments about this document by sending to the following address: Obtaining Technical Assistance Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website: iii

10 Obtaining Technical Assistance About this Guide To contact the TAC by , use the address In North America, the TAC can be reached at or For other telephone numbers and TAC addresses worldwide, consult the following website: iv

11 CHAPTER 1 Introduction Cisco Media Blender, Version 7.1, works with Cisco Unified Web Interaction Manager (Cisco Unified WIM) to provide Web callback and blended collaboration. You can integrate Media Blender with an Automatic Call Distributor (ACD) or with Cisco Internet Protocol Contact Center (IPCC), depending upon the driver used and the configuration. This chapter includes the following sections: Media Blender with Unified CCE Configuration, page 1-1 ACD and IPCC Support, page 1-2 Media Blender with Unified CCE Configuration As part of the Unified CCE 7.0 multichannel software, Cisco MB works with Cisco Unified WIM to provide Web callback, delayed callback, blended collaboration, and blended text chat. Media Blender supports the Cisco IPCC and legacy ACDs using the Cisco Computer Telephony Integration (CTI) driver

12 ACD and IPCC Support Chapter 1 Introduction ACD and IPCC Support The following table shows the supported ACDs for Cisco MB in the Unified CCE configuration. The supported operating systems, drivers, and CTI strategies are also displayed in the following table: ACD Cisco Unified Call Manager/SoftACD Avaya DEFINITY ECS G3 Cisco MB with Unified CCE (Windows 2003) Cisco CTI Driver Cisco CTI Driver CTI Strategy AgentReserved Phantom and Predictive 1-2

13 CHAPTER 2 Media Blender in the Unified CCE Integration As part of the Unified CCE 7.0 multichannel software, Media Blender provides support for IPCC and legacy ACDs using the Cisco CTI driver. Before you configure Media Blender to work in the Cisco Unified Contact Center Enterprise (Unified CCE) Integration, you should have a good understanding of the following: Components in the Unified CCE Integration Web and Delayed Callback in the Unified CCE Integration ECC Variables Blended Collaboration and Text Chat CTI Strategies for Call Classes Phantom Pools IPCC Support Legacy ACD Support Long Distance Calls Notification Integration of Cisco MB with Cisco Interaction Manager (CIM) Multiple CMB instances connecting to same peripheral Agent PG/CG failover

14 Chapter 2 Media Blender in the Unified CCE Integration Components in the Unified CCE Integration Media Blender in the Unified CCE integration works with Cisco Unified WIM to provide Web callback and Blended collaboration. Media Blender works as a media event bus with two participating media, one for the Cisco Unified WIM and another for an ACD or the Cisco IPCC, which is sometimes called a virtual ACD. The following figure shows the Media Blender components in the Unified CCE integration: Figure 2-1 Media Blender Components Note In the above figure, the ACD queue is used only when a legacy ACD is used. This queue is not used when IPCC is used. Unified CCE Software MR and ARM Interfaces The Media Routing peripheral gateway (MR-PG) provides queuing and routing services. The Agent Reporting and Management (ARM) services allow an application to report agent and task state information that is used to provide unified reporting and information for routing. These services are accessed through the MR PG and CTI Server respectively. 2-2

15 Chapter 2 Media Blender in the Unified CCE Integration Cisco Unified WIM Components The Cisco Unified WIM Unified CCE queue routes requests through MR-PIM on the MR PG. The Cisco Unified WIM ACD queue talks to the Media Blender event bus and is used when a legacy ACD is used. Cisco Unified WIM uses ARM services for reporting. Media Event Bus Media Blender acts as an event bus, sharing software events between Cisco Unified WIM and the Cisco IPCC or a legacy ACD. When a medium notices that an event has taken place; for example, when an ACD medium receives CTI notification of a queued call, it packages this event into a unified format and gives the event to Media Blender, which then shares the event with other media. Application Medium The Application Medium (Application refers to Cisco Unified WIM), which is called the remote-wim medium on the Administration UI, enables Media Blender to communicate with Cisco Unified WIM. When you configure this medium using the Collaboration.properties file (in Cisco MB) and CMBIP_PORT.properties file (Unified WIM), you set up the connection to Media Blender. Refer to the Integration of Cisco MB with Cisco Interaction Manager (CIM) section in chapter 2. ACD Medium The ACD medium enables Media Blender to communicate with the Cisco IPCC or a legacy ACD. The same ACD medium is used for each telephony implementation using the Cisco CTI driver. You configure the legacy ACDs and the IPCC using the ACD.ciscocti.properties file. See the Cisco CTI Medium section for instructions. In addition to IPCC, the Avaya Definity ECS G3 ACD is supported. 2-3

16 Chapter 2 Media Blender in the Unified CCE Integration Web and Delayed Callback in the Unified CCE Integration Media Blender in the Unified CCE integration supports both Web callback and delayed callback solutions. These solutions are for simple calls that do not initiate blended collaboration sessions. What is Web Callback? The Web callback solution is sometimes referred to as "callback only" because it does not include Web collaboration. In the Unified CCE integration, the Cisco Unified WIM sends a message to the Unified CCE software requesting that Unified CCE route the request to an agent. Unified CCE then sends a message to Cisco Unified WIM with a message for Media Blender. Web callback is supported by having the CallRouter send notification to the ACD peripheral interface manager (PIM), and Media Blender listens to the message. What is Delayed Callback? Delayed callback in the Unified CCE integration is similar to Web callback, but when the Cisco Unified WIM receives the request, it puts the request in its Delayed Callback table. Cisco Unified WIM then sends an HTML page to the caller indicating that the caller will receive a callback within the time specified. When the specified time arrives, Cisco Unified WIM moves the request to its Unified CCE queue for routing to the Unified CCE software. Then the process is the same as the Web Callback. ECC Variables For Web callback and delayed callback to work properly, an Expanded Call Context (ECC) variable (also known as a named variable) must be defined. The Cisco CTI driver supports the use of ECC variables in addition to the standard call variables associated with a call. Before an ECC variable can be used, it must be previously defined in the Unified CCE Expanded Call Variable database table. The ECC variables that need to be defined are user.cisco.cmb and user.cisco.cmb.callclass. Refer to the Unified CCE Configuration Manager Online Help for the description of creating expanded call variables. 2-4

17 Chapter 2 Media Blender in the Unified CCE Integration Refer to the Unified CCE Schema online Help for a description of the database. Refer to the Cisco Unified CCE Software Configuration Guide for information on how to enable variables using the System Information tool. On Media Blender, two properties in the ACD.ciscocti.properties file provide support for variables: peripheral.namedvars Cisco CTI driver can register ECC variables upon startup. The peripheral.namedvars property registers the user.cisco.cmb variable so that any Web callback requests in an Unified CCE routing integration will work. Because of the broadcast behavior of pre-call messages, it is important that only one Media Blender be connected to a peripheral on the Unified CCE side so that multiple callbacks can be avoided. The other default variable for peripheral.namedvars is user.cisco.cmb.callclass, which is used to send the call class from Cisco Unified WIM over to Media Blender by way of the pre-call message. sessionmatch.key Cisco CTI driver can propagate Unified CCE script variables to the CTI server MakeCall for application screen pops. Normally the session match key is set to the task ID returned by the Media Routing PG, which is passed from the Cisco Unified WIM to Media Blender in the caller session. The sessionmatch.key property is used only for the legacy ACDs and not for IPCC. For IPCC, the screen pop application can just listen for agent pre-call events on the agent's instrument, but for legacy ACDs, the ACD queues into the agent group. Media Blender needs to listen to the begin call and call data update sequence that contains some marker, which you set in the Unified CCE routing script in call variable 1 through 10, or by using a named variable with the peripheral.namedvars property. See the Cisco Unified CCE Software Script Editor Guide for help in creating Unified CCE scripts. Note You must also configure the Cisco Unified WIM to handle Web callback and delayed callback requests. See the Cisco Unified WIM Administration Guide and the Online Help for details. 2-5

18 Chapter 2 Media Blender in the Unified CCE Integration Blended Collaboration and Text Chat The blended Web collaboration solution provides synchronized collaboration with Web callback. Blended Web collaboration sets up a phone call and a Web collaboration session between a caller and a contact center agent. Media Blender supports text chat with collaboration when a telephone call is not desired or perhaps not possible. CTI Strategies for Call Classes Predictive CTI Strategy You can configure Media Blender to support different call classes, such as voice and text chat. Media Blender can then use a number of different outbound dialing strategies, or CTI strategies, to determine how the ACD places the outbound call to the caller. Based on a call class, the CTI strategy tells Media Blender how to place the outbound call to the caller. The call class table in the callclasses.properties file maps call class codes to CTI strategies. Each line of the call class table maps Web-based textual call class codes sent by the Cisco Unified WIM to CTI Strategies.You set the call class codes in the entry points for web callback and blended collaboration in Cisco Unified WIM. The Predictive CTI strategy places the call to the customer initially and then places the caller in an inbound ACD queue. This strategy assumes that the ACD is capable of recognizing how an outgoing call is answered. This strategy requires a predictive dialer, which can detect a busy signal when the call is answered. The Predictive strategy also assumes that the ACD has the ability to place an outgoing call into an inbound ACD queue. Note Only theavaya (Lucent) Definity G3 ACDs support the Predictive strategy. 2-6

19 Chapter 2 Media Blender in the Unified CCE Integration Phantom Line CTI Strategies Media Blender uses a pool of phantom lines, which are telephone lines on the ACD. For each request, Media Blender generates a call to the ACD from one of the phantom lines in the pool. Phantom lines are used to place calls that wait in queue on behalf of the caller. A phantom CTI strategy may require that you set aside a number of physical phones to act as phantom callers on behalf of the actual Web requesters. When a request arrives, Media Blender uses one of these phantoms to dial into the ACD and sit in queue on behalf of the caller. When an agent is assigned, the phantom is released, and Media Blender causes the agent's phone to dial back to the caller. There are several variations of phantom line strategies, which accommodate different types of calls: PhantomWaitRelease PhantomWaitNoRelease PhantomNoCallRelease PhantomNoCallNoRelease PhantomNoCallNoHold Voice and Chat CTI Strategies Voice Call Strategies The available CTI strategies are designed to provide appropriate callback in different configurations and for different call strategies. The following CTI strategies can be used with voice calls: Predictive-The ACD places an outbound call to the Web caller. If an agent is available, the call is assigned as soon as the caller answers. If not, the call is held in an ACD queue. 2-7

20 Chapter 2 Media Blender in the Unified CCE Integration Chat Session Strategies PhantomWaitRelease-Media Blender dials into a queue using one of the phantom lines. Once the agent answers, the phantom line is placed on hold while Media Blender places an outbound call to the caller using the agent's second line. Once the caller answers the phone, the phantom line is released. PhantomWaitNoRelease-This strategy is similar to PhantomWaitRelease except the phantom line stays connected to the agent for the length of the call. This provides more detailed agent handle time reporting from the ACD, but it requires a larger pool of phantom lines. The following CTI strategies can be used for chat sessions: PhantomNoCallRelease-Use this strategy if you want to provide chat sessions and if your ACD is configured to place agents in a busy state as soon as their phones disconnect. This strategy connects to an agent but releases the phantom line immediately. Configure your ACD to place the agent in a busy or wrap-up state to allow the agent and caller to engage in a text chat session uninterrupted. PhantomNoCallNoRelease-Use this strategy if you want to provide chat sessions and if your ACD does not support the automatic busying out of agents. Media Blender uses the phantom line to select the agent; however, the phantom does not release the agent's phone until the session is complete. This provides more accurate reporting, but requires a larger pool of phantom lines. PhantomNoCallNoHold-This strategy is similar to the PhantomNoCallNoRelease strategy except the call from the phantom line to the agent is not placed in the hold state. Rather it remains in the talking state. For reporting purposes, this strategy has the ACD report that the agent is talking while using chat. See the Call Class Table section for information on mapping call classes to CTI strategies and the section Phantom Pools for information on setting up a pool of phantom lines. When IPCC(Cisco Unified Call Manager) is used, the Cisco Unified CCE software assigns an agent to request for Web collaboration (or text chat). When a legacy ACD is used, the ACD assigns an agent for such requests. The type of call (and resulting CTI strategy) that the caller selects on the call form, determines whether the call is for blended Web collaboration or blended text chat. 2-8

21 Chapter 2 Media Blender in the Unified CCE Integration Blended collaboration skill groups have their own media routing domain, and the Unified CCE software assigns the agents to the skill groups. Blended collaboration skill groups for legacy ACDs are handled by the voice media routing domain, and they are only defined on the ACD. See the Cisco Unified Web Interaction Manager documentation and the Cisco Unified CCE documentation for more information. Phantom Pools To use any of the phantom line CTI strategies, your switch administrator needs to set up a pool of phantom lines. Phantom lines are used to place calls waiting in the queue on behalf of the caller. (See thecti Strategies for Call Classes section for more information about phantom line CTI strategies.) Note For the Avaya (Lucent) Definity G3 switch, phantoms can be either physical or virtual phones. On all other systems, the phantom line must be for a physical telephone. Refer to the Media Blender Switch Administration for more information. When setting up this phantom pool, you need to provide the following information to the Switch Administrator, who in turn must provide information to you. Determine how many phantom lines are needed at your site. (See the Formula for Determining Phantom Line Requirements section). After you determine how many lines you need, provide this information to the Switch Administrator and obtain the phantom line IDs from the Switch Administrator. Set up a file to identify the phantom lines. (See the Phantom Pool File section.) Formula for Determining Phantom Line Requirements Use this formula to determine how many phantom lines are needed on your system: Number of phantom lines needed = c * s/3600, where 2-9

22 Chapter 2 Media Blender in the Unified CCE Integration Example: Identifying Phantom Lines c represents the number of peak incoming blended call requests per hour. s represents the seconds per phantom usage. When using the PhantomWaitRelease strategy, this is the average queue time. When using the PhantomWaitNoRelease strategy, this is the average queue time plus average talk time. You should use times that reflect peak volumes. This example uses the PhantomWaitRelease CTI strategy. There are 3600 calls per hour and the queue time per call is equal to 10 seconds. Number of phantom lines needed = 3600*10/3600 Number of phantom lines needed = 10 lines To identify each phantom line used at your site, you must perform the following tasks: Edit the file phantoms.properties and create a line for each phantom line and its type. For example: 6010=D 6020=D 6025=D The phantoms.properties file is located in the CiscoMB\servlet\Properties\Blender directory. Identify the phantom pool properties file to your ACD medium using the phantompool property in the properties file for your ACD medium. Uncomment the property phantompool=phantoms.properties in the ACD.ciscocti.properties file for your ACD medium. IPCC Support The Cisco IPCC system functions as a virtual ACD. Some of the capabilities of IPCC include: Intelligent multichannel contact routing 2-10

23 Chapter 2 Media Blender in the Unified CCE Integration ACD functionality, network-to-desktop CTI Interactive voice response (IVR) integration Call queuing Consolidated reporting. Cisco combines three major components to form the IPCC system: Unified CCE software Cisco CallManager (CCM) Interactive Voice Response Media Blender supports IPCC through the Cisco CTI driver. This includes a peripheral-specific implementation of the Cisco CTI driver and a new CTI strategy called AgentReserved for reserved agents. With the AgentReserved strategy, the agent is selected and reserved by Unified CCE software. When Media Blender is notified by Cisco Unified WIM (for blended collaboration) or CTI Server (for callback), it places a call from the agent's phone to the caller. Note that the phantom and predictive strategies are not supported for use with IPCC, because agent reservation is not performed by Media Blender. 2-11

24 Chapter 2 Media Blender in the Unified CCE Integration You must activate the following two properties in the ACD.ciscocti.properties file for IPCC support: peripheral.type=ipcc ctistrategy=agentreserved For more information about IPCC, refer to thecisco Unified CCE Software Administration Guide. Legacy ACD Support Cisco CTI Driver Traditional ACD functions include routing, queuing, and agent state management. A typical caller request is sent to the Cisco Unified WIM Unified CCE queue, which then sends the request to Media Blender. Unified CCE software sends a pre-call message to the ACD PG. Then the Unified CCE CTI Server sends the pre-call message to Media Blender, and Media Blender runs a CTI strategy. In addition to the information provided here about legacy ACDs, note that before Media Blender will function with your ACD, you must complete the steps described in the Configure Media Blender with the Unified CCE Integration section. You also need the Cisco Unified CCE Software ACD Supplement document that is specific to your ACD to help you configure Unified CCE software. When working with Unified CCE, Media Blender uses its CTI driver to support legacy ACDs. The following properties are common to all of the ACD peripherals in the ACD.ciscocti.properties file (which resides in the \CiscoMB\servlet\Properties\Blender directory). These properties are essential and must be set before starting Media Blender: peripheral.type-remove the comment character (#) preceding the peripheral.type= line for the ACD you are using. peripheral.id-enter the value of the peripheral ID as defined on the CTI Server. peripheral.hostname-enter the host name or the IP address of the CTI Server. peripheral.hostport-enter the host port of the CTI Server. 2-12

25 Chapter 2 Media Blender in the Unified CCE Integration peripheral.hostname2-if using a duplexed CTI Server, enter the host name or IP address of the other CTI Server. peripheral.hostport2-if using a duplexed CTI Server, enter the host port of the other CTI Server. See the Cisco CTI Medium topic for addition information about properties you can set for the legacy ACDs. Phantom Agents The phantom agents must be set aside so that Media Blender can log in and use them with phantom phones. These phantom agents and their respective phantom phones are configured in the Media Blender phantomagents.properties file. Their passwords are set up in the Media Blender phantompasswords.properties file. When Media Blender starts up, it uses the phantom agent information. When a call comes in, Media Blender picks up a phantom agent extension number and calls into the queue. The ACD then finds a real available agent and routes the call to that agent. Using the ACD software and after configuring real agents, you must configure a phantom agent for every phantom line you plan to use. ACD-specific Information Avaya Definity G3 This section provides ACD-specific information to help you configure Media Blender to work with Avaya Definity G3 ACD. When you are configuring Media Blender to work with the Avaya Definity ACD, remember to do the following: Set the essential properties in the Media Blender ACD.ciscocti.properties (see the Cisco CTI Driver section). In the Unified CCE Configuration Manager, ensure that Vector Directory Numbers (VDNs) used for phantom calls are monitored. 2-13

26 Chapter 2 Media Blender in the Unified CCE Integration Ensure that phantom phones are monitored by Unified CCE. On the Unified CCE Peripheral Monitor tab, for each phantom line, enter the instrument ID in the Extension field or enter a range of instrument IDs in the Config Param field using a hyphen as a delimiter. Ensure that VDNs used for predictive calls are not monitored by Unified CCE software. On the Unified CCE Peripheral Target tab be sure the DNIS entered is not the actual VDN that you want to place the predictive call. Instead, specify the VDN that will place the call in the label associated with the peripheral target. On the Definity, you must maintain two VDNs-one that can be monitored by the Unified CCE script, but will not place the call, and another to actually place the predictive call. If using multiple call classes, you must create a call class table using the Media Blender callclasses.properties file. The call class table maps different call classes to predictive or phantom CTI strategies used when placing the outbound call to the caller. On the Definity, you must maintain separate VDNs for predictive and phantom calls. Long Distance Calls You can set up dialing scenarios for local, special, and long distance calls across international borders. When you set up the scenarios, you need to create an HTML callback page, designed for international calls. This form, which is located on the Cisco Unified WIM, contains the country code and phone number that Media Blender uses to determine the type of call it needs to place. You also need to configure the dialing properties for your ACD medium. Dialing Properties You can set up properties that control and account for international dialing scenarios using the properties file for your ACD medium. Media Blender uses the information obtained from the callback page (country code and phone number) to determine the type of call it needs to place. You can configure your ACD properties so that Media Blender can recognize and place the following types of calls: Calls within the country code and local area code (local calls) Use the diallocalprefix and ignoreareacode properties in the property file for your ACD medium. 2-14

27 Chapter 2 Media Blender in the Unified CCE Integration Local and International Calling Examples Calls within the country code, but outside the local area code (special calls) Use the dialspecialprefix, specialdiallist, and specialdigitstrim properties in the property file for your ACD medium. Calls outside the country code (long-distance calls) Use the dialongdistanceprefix property in the property file for your ACD medium. Consider two call centers: Boston Country Code=1 Local Area Code=1 Amsterdam Country Code=31 Local Area Code=1 The following table lists the values used in the ACD properties files at each site: ACD.XXX.Properties Boston Amsterdam ignoreareacode diallocalprefix 9 9 specialdiallist 1 31 dialspecialprefix specialdigitstrim True True diallongdistanceprefix

28 Chapter 2 Media Blender in the Unified CCE Integration Assume that each call center receives callback requests from the following four telephone numbers: xxxx-Local to Boston and long-distance to Amsterdam xxxx-Special to Boston and long-distance to Amsterdam xxxx-Long distance to Boston and local to Amsterdam xxxx-Long distance to Boston and special to Amsterdam The following table shows how each call center arrives at the appropriate callback number: Callback Phone Numbers Boston Amsterdam xxxx ignoreareacode--strips 1617 diallongdistanceprefix --adds 900 diallocalprefix--adds 9 Resulting number: xxxx xxxx specialdiallist--strips 1 dialspecialprefix--adds 91 Resulting number: xxxx xxxx diallongdistanceprefix--add s xxxx Resulting number: xxxx diallongdistanceprefix--add s 9011 Resulting number: xxxx Resulting number: xxxx diallongdistanceprefix--add s 900 Resulting number: xxxx ignoreareacode--strips 3120 diallocalprefix--adds 9 Resulting number: xxxx specialdiallist--strips 31 dialspecialprefix--adds 90 Resulting number: xxxxx 2-16

29 Chapter 2 Media Blender in the Unified CCE Integration Note If you need to dial within a country, follow these steps: Set the ignoreareacode property to strip out the area code for local numbers. Set the diallocalprefix property to dial local numbers. Set the diallongdistanceprefix property to dial long distance. Example: ignoreareacode=408 diallocalprefix=9 dialongdistanceprefix=91 Notification Media Blender issues alerts to notify key personnel of potential problems with Media Blender, ACD, and Cisco Unified WIM connections. Alerts appear on the Media Blender control panel when problems occur. See Media Blender Alerts for a complete list of alerts. You can configure Media Blender to automatically send a list of Media Blender alerts to a particular address. This ensures that the problems are communicated to individuals responsible for administering Media Blender. You can set up notification using the Media Blender properties file. Using blender.properties, you can enter values used in the header, such as the recipient of the notification, the sender of the notification, and the text for the subject field. notices sent by Media Blender can include descriptions of: New alerts-alerts that are appearing for the first time. Current alerts-alerts that have appeared in previous notices, but are still active. Dropped alerts-alerts that have appeared in previous notices and are no longer active (the problem has been resolved). Media Blender messages-messages that report on one-time only Media Blender events. (Examples of Media Blender messages are Startup complete and Shutdown complete, sent on Media Blender startup and shutdown.) 2-17

30 Chapter 2 Media Blender in the Unified CCE Integration Note If the server is down, Media Blender cannot deliver notification. Also, any network problems you have may prevent Media Blender from reaching the mail server. Therefore, you should monitor the server using the /status alias in addition to using notification. Integration of Cisco MB with Cisco Interaction Manager (CIM) Pre-requisites: CIM is installed and CIM UI Config Wizard has run successfully before starting Cisco MB configuration. Complete the following tasks to configure Cisco MB with the CIM integration: Step 1 Step 2 Locating Property Files: You can configure Media Blender and all participating media using a number of plain ASCII text property files. These files contain simple name value pairs (properties) that define the behavior of the Media Blender, medium, or service. You can modify property files with any text editor. The property files are located in the follwoing directories: \CiscoMB\servlet\Properties\Blender (or) \CiscoMB\servlet\Properties. The files that you need to configure for Media Blender with the ICM integration are: Blender.properties Collaboration.properties ACD.ciscocti.properties <<CMB IP>_<PORT>.properties(you have to create this file manually as explained in the steps below) logmanager.properties logoutputadapter.properties Identifying Participating Media: Two properties in the blender.properties file identify the files for the ACD medium and the Application medium. See the instructions for using the medium1 and medium2 properties in the Media Blender Properties section. 2-18

31 Chapter 2 Media Blender in the Unified CCE Integration Step 3 Example: medium1=acd.ciscocti.properties medium2=collaboration.properties Updating the Collaboration.properties file: Update the collaboration.properties file present in <CMB_INSTALL_DIR>\servlet\Properties\Blender: remotehost=<ip_address OF CIM SERVICES SERVER> remoteregistryport=<rmi_port OF CIM : set the value as 15099> The value is defined as the default during the initial installation of EIM/WIM. remotepassword=<password OF CIM> localregistryport=<rmi_port OF CMB: set the value as 1099> localpassword=<password OF CMB A sample file for reference is shown below: ## Properties file for Unified Web Interaction Manager ## ## Comments begin with a pound sign (#) and precede each option with a short description. For full documentation and instructions, please refer the Media Blender Administration Guide.## # Don't change the following two lines name=remote-wim package=com.cisco.ics.blender.remote # Hostname of WIM (must be in system hosts file) remotehost=<ip_address OF CIM> # Remote service name remoteservice=connection_ccs_bapi # Remote registry port remoteregistryport=<rmi_port OF CIM : set the value as 15099> # Remote password remotepassword=<password OF CIM> # Local service name localservice=connection_cmb_bapi 2-19

32 Chapter 2 Media Blender in the Unified CCE Integration Step 4 # Local registry port localregistryport=<rmi_port OF CMB: set the value as 1099> # Local password localpassword=<password OF CMB> # Ignore queue and start events from other media acceptqueue=false acceptstart=false # Uncomment and set the following properties if you want to enable Secure Socket Layer (SSL) communication. # Uncomment this property to enable SSL #sockettype=ssl # Location of key store (absolute path) #keystore= # Type of key store #keystoretype=jks # Key store password #keystorepassword= # Key password #keypassword= # Location of trust store (absolute path) #truststore= # Type of trust store #truststoretype=jks # Trust store password #truststorepassword= Re-start Cisco MB Services Start the Cisco MB server from the Admin Console, after modifying the properties. (This will encrypt the passwords given in the collaboration.properties.) 2-20

33 Chapter 2 Media Blender in the Unified CCE Integration Step 5 Step 6 Create the <CMB-IP>_<RMI-PORT>.properties file on the CIM file server. Create a file <CMB-IP>_<RMI-PORT>.properties in the location <CIM_INSTALL_DIR>/config/cmb/. A sample file is given below for reference: #path for CMB server filesystem WLROOT=C:\\CiscoMB #Don't change this package=com.cisco.ics.blender.remote TransportType=rmi # Name for this medium name=remote-bapi #Hostname or ip address of BAPI application RemoteHost=<IP_ADDRESS OF CMB> #Remote Port number for BAPI application RemoteRegistryPort=1099 #Local Port number for BAPI application LocalRegistryPort=15099 #Name for this (Blender) side of the rmi service LocalService=Connection_CCS_BAPI #name for the other (API) side of the rmi service RemoteService=medium # Remote password RemotePassword=<Encrypted Password of CMB> #password for this (Blender) side LocalPassword=<Encrypted Password of CIM> PROVIDER_IN_SERVICE_WAIT_TIME=10 Copy the encrypted passwords 2-21

34 Chapter 2 Media Blender in the Unified CCE Integration Step 7 Step 8 Step 9 Step 10 Step 11 Copy the LOCAL PASSWORD from Collaboration.properties, and paste it in the REMOTE PASSWORD of <CMB-IP>_<RMI-PORT>.properties file. A sample is shown below: RemotePassword=<Encrypted Password of CMB> Copy the REMOTE PASSWORD from Collaboration. properties, and paste it in the LOCAL PASSWORD of <CMB-IP>_<RMI-PORT>.properties file. A sample file is shown below: LocalPassword=<Encrypted Password of CIM> Update the RemoteHost Update the IP address of Cisco MB in <CMB-IP>_<RMI-PORT>.properties file. RemoteHost=<IP_ADDRESS OF CMB> Copy the CiscoMB folder from the Cisco Media Blender server and paste it on the Unified CIM services server. Ensure that you paste the CiscoMB folder on the same drive on the services server as where it existed on the Cisco Media Blender server. For example, if the CiscoMB folder on the Cisco Media Blender server was on the C drive, then paste it on the C drive of the Unified EIM and WIM services server. In the Cisco_Home\eService\config\cmb\<CMB-IP>_<RMI-PORT>. properties file, update the WLROOT property. For example, if the CiscoMB folder has been copied to the C drive, then WLROOT should be updated as WLROOT = C:\\CiscoMB. Stop the Listener instance. Update the Listener instance Start the CIM application and login to System Administrator (sa). Then go to System -> Partitions -> <INSTALLED_PARTITION_NAME> -> Services -> Listener -> Listener Select the Agent_PG you want to configure, from the List pane. Double-click the Cisco MB parameters in the Properties pane. A new window appears. Select the Peripheral, update the IP Address (SIDE A) and RMI port (SIDE A) of Cisco MB server. Press the ENTER key and click OK. 2-22

35 Chapter 2 Media Blender in the Unified CCE Integration Note Make sure that the IP address and RMI port that you have given in UI is same as the file name of <CMB_IP_ADDRESS>_<CMB_RMI_PORT>.properties file. Stop the Listener Instance before performing Step 10. Multiple CMB instances connecting to same peripheral Cisco Media Blender, Release 7.1 supports only one CMB instance connecting to a single peripheral. Cisco Media Blender, Release 7.1(2) supports multiple CMB servers connecting to a single peripheral. The supported peripherals are Avaya ACD and Cisco Unified Communications Manager. This new feature requires configuration changes to the Cisco Media Blender and ICM script. It supports appropriate routing of callback and blended collaboration requests in cluster based environments, where multiple CIM application instances connect to multiple Cisco Media Blenders which in turn connect to a single ACD peripheral. Note If you choose not to use this feature, ignore the configuration steps and follow the standard configuration and routing scripts used for single CMB instance deployments. Configuration steps for Multiple CMB per peripheral feature Follow these steps to configure multiple CMB servers connecting to a single peripheral: Step 1 Step 2 Step 3 Step 4 Integrate CIM 1 with CMB 1 (Ensure all services are up and running). Integrate CIM 2 with CMB 2 (Ensure all services are up and running). Note the Application Path Ids for CIM1 and CIM2 from the ICM Configuration Manager/Configuration Database. You will need this data when configuring the ICM routing script and CMB. Create aan ICM Routing script as follows: 2-23

36 Chapter 2 Media Blender in the Unified CCE Integration Figure 2-2 Sample script created for blended collaboration Note Step 5 Step 6 Step 7 Step 8 The preceeding graphic is a sample script created for blended collaboration. You need to setup a similar script for callback. In the script, for Callback, set the IF condition variable Call.user.cisco.cmb to callback and to test for Blended Collaboration, set it to bc (see Sample Script created for Blended Collaboration). In the script, for Callback, set the variable Call.user.cisco.cmb to callback and for Blended Collaboration, set it to bc. Append the appropriate <app.pathid> to callback or bc in the Set Variable function as shown in the sample script. For example, if the application path id is 5009, set the variable as Call.user.cisco.cmb= bc5009 (for Blended collaboration routing script) and Call.user.cisco.cmb= callback5009 (for Callback routing script). In CMB1, go to ACD.ciscocti.properties file (present in <CMB install drive:\ciscomb\servlet\properties\blender) and add the following property: peripheral.apppathid=<application Path Id of CIM1 to which the CMB1 is connected> For example, peripheral.apppathid=5001. In CMB2, go to ACD.ciscocti.properties file (present in <CMB install drive:\ciscomb\servlet\properties\blender) and add the following property: 2-24

37 Chapter 2 Media Blender in the Unified CCE Integration Step 9 peripheral.apppathid=<application Path Id of CIM2 to which the CMB2 is connected> For example, peripheral.apppathid=5009. Reboot CMB1 and CMB2 after the configuartion changes are made. Note Callback and Blended collaboration activities initiated from CIM 1 and CIM2 will be handled by CMB 1 and CMB2 respectively. In both cases, the peripheral used is the same and the agents who handle callback/blended collaboration tasks belong to the same peripheral. Agent PG/CG failover When the Agent PG fails over from side A to side B, the CMB - CTI server connectivity goes down temporarily and comes back after CMB establishes connectivity with the CTI server on side B. Web Callback The callback activities in progress (Agent and caller talking over phone) at the time of a PG/CG failover are not affected, and the voice call is not dropped. However, callback activities that are initiated at the time of failover have a short delay before the agent and the customer are connected. This behavior (delay) is expected because the agent PG is not able to send the "pre-call" events to CMB during failover (connectivity is down). When the failover is completed, CMB receives the "pre-call" events from the PG and initiates the callback between the agent and the customer. Blended Collaboration Blended Collaboration activities in progress (Agent and caller talking over the phone as well as collaborating through the web) are impacted when the agent PG /CG fails over. When the Agent PG/CG fails over from side A to side B, CMB stops blending the blended collaboration sessions which are in progress (i.e.,) CMB will stop synchronizing the voice and collaboration media. The voice and 2-25

38 Chapter 2 Media Blender in the Unified CCE Integration web session are not dropped, but only the blending stops; the caller and agent continue the session (voice and web separately). This behavior is the same for the CallManager and the Avaya based deployments. Blended collaboration activities initiated at the time of failover have a short delay before the agent and the customer are connected.this behavior (delay) is expected because the agent PG is not able to send the "pre-call" events to CMB during failover (connectivity is down). When the failover is completed, CMB receives the "pre-call" events from the PG and initiates the blended collaboration session between the agent and the customer. 2-26

39 CHAPTER 3 Media Blender Administration User Interface Cisco Media Blender provides Web-based administration, allowing the administrator to gather information and troubleshoot problems from a simple Web browser. This section includes the following topics: Getting Started Starting and Stopping Media Blender Viewing Alerts Viewing the Latest Log Viewing Media Blender Properties Monitoring Media Events Monitoring Media Statistics Monitoring Media Sessions Internationalizing the Media Blender UI

40 Chapter 3 Media Blender Administration User Interface Getting Started Resolution Requirements Before you use the Media Blender Administration user interface, you should understand the following: Resolution Requirements Accessing the Media Blender Administration UI To best view the Media Blender Administration user interface, we recommend you set your display resolution at a minimum of 1024 x 768 pixels. You can view the interface at a lower resolution, such as 800 x 600 pixels; however, this setting truncates the refresh button. Accessing the Media Blender Administration UI Using the Media Blender Index page You can access the Media Blender Administration user interface in two different ways. Step 1 Open a Web browser and enter the name of the Cisco MB server in the location field. The Cisco Medial Blender Index page appears. 3-2

41 Chapter 3 Media Blender Administration User Interface Figure 3-1 Cisco MB Index Page Note Step 2 The first time you log in, you will be prompted for a login name and password. See the section "Grant Administration Access to Media Blender" in the Cisco Media Blender Installation Guide for directions on setting up login access. Click Server Administration. The Cisco MB Administration system page appears. 3-3

42 Chapter 3 Media Blender Administration User Interface Figure 3-2 Cisco MB Administration Page Using the Media Blender Administration alias Open a web browser and enter <servername>/admin/ in the location field. The Cisco Media Blender Administration system page appears. This guide provides an overview of the user interface pages. For details on how to use the Media Blender Administration user interface, refer to the online Help. You access the online Help by clicking Help System on the index page or by clicking the help button on any Media Blender Administration page. Starting and Stopping Media Blender To access the Media Blender: Server: Start/Shutdown page, select the SERVER > Start/Shutdown option on the Media Blender Administration menu. From that page you can start, stop, and restart Media Blender. 3-4

43 Chapter 3 Media Blender Administration User Interface Starting Media Blender To start Media Blender, click start on the Media Blender: Server: Start/Shutdown control panel. A "Startup successful" message displays with information about how long Media Blender has been running, the start time, and the server time. Figure 3-3 Startup Successful Message Shutting Down Media Blender To stop Media Blender, click shut down on the Media Blender control panel. The system displays a message asking if you are sure you want to shut down. When you click OK on the message box, Media Blender shuts down and displays a "Shut down successful" message. 3-5

44 Chapter 3 Media Blender Administration User Interface Figure 3-4 Shut Down Successful Message Restarting Media Blender To restart Media Blender click restart on the Media Blender control panel. The system displays a message asking if you are sure you want to restart Media Blender. When you click OK on the message box, Media Blender shuts down and then restarts automatically, displaying the following message: Figure 3-5 Media Blender Restart Message Viewing Alerts Media Blender issues an alert when a problem occurs. You will see a red ALERT icon in the left pane under the menu options. If you click on the ALERT icon or select SERVER > Alerts on the Administration menu, the alert message displays in the Media Blender: Server: Alerts page: 3-6

45 Chapter 3 Media Blender Administration User Interface Figure 3-6 Media Blender Alert Message Refer to the Media Blender Alerts section for more information on how to use alerts to troubleshoot Media Blender problems. Viewing the Latest Log You can view the alerts and messages that Media Blender logs into a log file. Select the SERVER > Latest Log option on the Media Blender Administration menu to view the Media Blender: Server: Latest Log page: 3-7

46 Chapter 3 Media Blender Administration User Interface Figure 3-7 Latest Log File The following table describes the fields displayed on the page: Field Date Type Level Thread Description The Current date The type of message The importance of message, such as: 1 = Urgent 2 = Critical 3 = Important 4 = Information 5 = Debug The Media Blender command handler involved in this event. 3-8

47 Chapter 3 Media Blender Administration User Interface Field Object Description Description The medium involved in this message. Information about the event taking place. See the Using the Log Information section for additional information. Viewing Media Blender Properties You can view property file configuration information. Select the SERVER > Properties option on the Media Blender Administration menu to view the Media Blender: Server: Properties page: Figure 3-8 Media Blender Properties 3-9

48 Chapter 3 Media Blender Administration User Interface The properties and values for the following files are displayed: blender.properties Collaboration.properties The file for your ACD medium See the Property File Reference section for more information about property files. Monitoring Media Events You can monitor information about media events. Select the MEDIA > Events option on the Media Blender Administration menu to view the Media Blender: Media: Events page: Figure 3-9 Media Blender Events For each medium, Media Blender reports the number of sent and received events. For more information about events, see the Event Filters sections. 3-10

49 Chapter 3 Media Blender Administration User Interface Monitoring Media Statistics You can monitor information about media statistics. Select the MEDIA > Statistics option on the Media Blender Administration menu to view the Media Blender: Media: Statistics page Figure 3-10 Media Blender Statistics 3-11

50 Chapter 3 Media Blender Administration User Interface The following table describes the type of messages and statistics provided: Category Remote-WIM Medium CiscoCti Medium CiscoCti driver-specific information Statistics Number of events sent Number of events received Average messages per hour Connection properties: Remote Host Remote Service Remote Registry Port Local Service Local Registry Port CTI messages: CTI status Average CTI messages per minute Phantom Pool Status: Total Phantom Lines Available Phantom Lines Phantom Lines Peripheral Mapping: Default Peripheral Peripheral number Peripheral type Peripheral prefix Comment 3-12

51 Chapter 3 Media Blender Administration User Interface Monitoring Media Sessions You can monitor information about media sessions. Select the Media > Sessions option on the Media Blender Administration menu to view the Media Blender: Media: Sessions page: Figure 3-11 Media Blender Sessions The following table describes the fields on this page: Field Session ID Status Agent Start Time Description Identifies the Media Blender session. Displays the status of each session. Possible states are Assigned, Queued, and Dropped. Displays the logical ID for the agent to whom that caller is assigned. Displays the date and time that the Media Blender session started. 3-13

52 Chapter 3 Media Blender Administration User Interface Internationalizing the Media Blender UI Locale Example The Media Blender Administration user interface software and the Media Blender alert descriptions and resolutions have been internationalized to support the following languages: Chinese English French German Korean Spanish For each supported language there are five properties in the Media Blender adminui.properties file that you must uncomment (remove the # character preceding the property) in order to localize the software. The adminui.properties file is located in the \CiscoMB\servlet\Properties\ directory. The five properties for each language are: adminui.language= adminui.country= adminui.inputencoding= adminui.outputencoding= adminui.htmlcharset= Here is an example of the properties and values for the German locale: adminui.language=de adminui.country=de adminui.inputencoding=8859_1 adminui.outputencoding=8859_1 adminui.htmlcharset=iso

53 Chapter 3 Media Blender Administration User Interface Note Some differences in the spelling of the username "Administrator" occur for the Spanish and French locales when granting administrative access to Media Blender. See the section Grant Administrative Access to Media Blender in the Cisco Media Blender Installation Guide. 3-15

54 Chapter 3 Media Blender Administration User Interface 3-16

55 CHAPTER 4 Property File Reference This section provides a complete listing of all properties used to configure all supported CTI drivers. It also describes each of the configuration files used by Media Blender. Some of the properties listed may not appear in commented-out form in the actual property file. You will need to add such properties if you want to use them. For example, the verbose property is not in the Media Blender blender.properties file. If you want to specify a higher level for log messages than those found in the user interface settings, you need to add the verbose property and a value to the blender.properties file. Note Initial values set in property files are sometimes hints. Often, these are not defaults. The following property files are described: blender.properties collaboration.properties ACD.ciscocti.properties phantomagents.properties phantompasswords.properties agentmapping.properties callclasses.properties phantoms.properties skills.properties

56 Chapter 4 Property File Reference groups.properties positionids.properties See the Event Filters section for the properties required for sharing events Media Blender Properties This section describes the properties you can use to configure the behavior of Media Blender. The properties defined in the following sections are found in the blender.properties file that resides in the \CiscoMB\servlet\Properties\Blender directory. Use each property only once in the blender.properties file. If you include a property more than once in the file, Media Blender automatically recognizes the setting in the last occurrence of the property, overwriting the value in preceding occurrences. Be sure to enter all properties in either all uppercase or all lowercase letters. This page contains the following sections: Identifying Media Blender Controlling the Log File Size Identifying the Media Specifying Threads Starting and Restarting Media Blender Setting Alert Notification Identifying Media Blender The following property displays information about Media Blender; you do not have to set it. This Property identifies the Media Blender. name= Display only. 4-2

57 Chapter 4 Property File Reference Controlling the Log File Size The following property can be used to control the size and content of the log file. verbose= Type: Integer Default: 2 This property indicates the level of verbosity of logged messages. Acceptable values are: 1 - Urgent 2 - Critical 3 - Important 4 - Informational 5 - Debug Note If the verbosity level is set too high, the system generates large log files, which impacts system performance and will cause files to rotate frequently. Identifying the Media The following properties identify the participating media. medium1= Type: Filename Default: none Required This property identifies the property file for the ACD medium used with this Media Blender. Note that these property files must reside in the same directory as blender.properties. Possible value is: ACD.ciscocti.properties medium2= Type: Filename Default: Collaboration.properties Required 4-3

58 Chapter 4 Property File Reference This property identifies the property file for the call queuing medium and should be listed after medium1. In most cases the property file will be Collaboration.properties. Note that this property file must reside in the same directory as blender.properties. Example: medium2=collaboration.properties Specifying Threads The following properties specify the number of threads used by Media Blender. commandhandlers= Type: Integer Default: 200 This property indicates the number of threads normally used by this Media Blender. Cisco recommends using a value of 40 or greater. Higher values improve performance at high call volume. commandhandlersceiling= Type: Integer Default: 750 This property indicates the maximum number of threads this Media Blender can use. Cisco recommends using a value of 500 or greater. The value -1 indicates no limit. Starting and Restarting Media Blender The following property specifies whether Media Blender should start with the Web Server. autostart= Type: Boolean Default: false 4-4

59 Chapter 4 Property File Reference This property indicates whether to start Media Blender and all media when the Web Server and the Blender servlet are started. Set this property to true only after all of the media is properly configured. If set to false, Media Blender is started from the Blender menu panel. (Refer to the online Help for the Media Blender menu panel.) restartwaitseconds Type: Integer Default: 5 Setting Alert Notification This property sets the number of seconds that will pass before Media Blender restarts. You can increase the time by changing the number of seconds. Use the following properties to activate "phone home" alerts and to set up alert notification. phonehomenotify= Type: Boolean Default: false Set this property to true to activate phone home alerting. For the alerts to be received by the Cisco Technical Assistance Center (TAC), both Media Blender and a Standalone Distributed Diagnostics and Service Network (SSDSN) system must be installed at the customer site. startalertpollseconds= Type: Integer Default: 120 This property sets the number of seconds Media Blender waits before checking for alerts after startup. notify= Type: Boolean Default: false This property turns alert notification off and on. Set this property to true if you want to alert notices. Set this property to false if you do not want to alert notices. 4-5

60 Chapter 4 Property File Reference notifyheader= Type: String Default: none This property allows you to specify a text file to be appended to the beginning of the alert notice. notifyfooter= Type: String Default: none This property allows you to specify a text file to be appended to the end of the alert notice. notifysmtpserver= Type: String Default: none This property identifies the Simple Mail Transfer Protocol (SMTP) server used to deliver the alert notice. notifyfrom= Type: String Default: blender@<localhost> This property specifies an address that will appear in the From field of the message. notifyto= Type: String Default: none Required This property specifies an address to which the alert notices will be sent. To send the notification to more than one recipient, you can enter a comma-separated list of several addresses. notifysubject= Type: String Default: none 4-6

61 Chapter 4 Property File Reference This property contains the text to be inserted in the Subject field when no new Blender alerts are listed. notifytimeoutminutes= Type: Integer Default: 1440 minutes (one day) This property specifies the amount of time (in minutes) between messages. This property must be set to 15 minutes or higher. notifyonmessages= Type: Boolean Default: true This property specifies whether messages will be sent automatically to the recipient. Messages differ from alert digests in that they are one-time only events. For example, the message "Startup complete" will be sent on Blender Startup. The message "Shutdown complete" is sent when Blender is shut down. notifyonnewalerts= Type: Boolean Default: true This property specifies whether to send a message when a new alert occurs. If this property is set to true, Media Blender sends notification immediately as a new alert occurs. The notification includes all current and dropped alerts as well as the new alerts. If this property is set to false, Media Blender does not send immediate notification as new alerts occur. Note the following: If notifyondroppedalerts is set to true, Media Blender sends immediate notification as alerts are dropped. If notifyoncurrentalerts is set to true, Media Blender sends periodic notification of all alerts based on the value set in the notifytimeoutminutes property. notifyondroppedalerts= Type: Boolean Default: true 4-7

62 Chapter 4 Property File Reference This property specifies whether to send a message when an alert is dropped. If this property is set to true, Media Blender sends notification immediately as an alert is dropped. The notification includes all current and new alerts as well as the dropped alerts. If this property is set to false, Media Blender does not send immediate notification as alerts are dropped. Note the following: If notifyonnewalerts is set to true, Media Blender sends immediate notification as new alerts occur. If notifyoncurrentalerts is set to true, Media Blender sends periodic notification of all alerts based on the value set in the notifytimeoutminutes property. notifyoncurrentalerts= Type: Boolean Default: true Application Medium Configuration This property specifies whether to send a message when the time specified in the property notifytimeoutminutes expires. If this property is set to true, Media Blender sends notifications periodically, once a day, when current alerts exist. If this property is set to false, Media Blender does not send regular notification of current alerts. Instead, Media Blender refers to the values set in notifyonnewalerts and notifyondroppedalerts. If these are set to true, Media Blender sends alerts only when new or dropped alerts occur. You can configure Cisco Media Blender to communicate with the Cisco Unified WIM. The file that provides the connection from Media Blender to the Cisco Unified WIM is Collaboration.properties. This file determines the behavior of the Collaboration (remote) medium on the Media Blender server. You identify this file to Media Blender using the medium2 property in the blender.properties file. In addition, you can use the Collaboration.properties file to configure CTI event filters. See the Event Filters section for information about the properties you can use to share and accept events. 4-8

63 Chapter 4 Property File Reference This page contains the following sections: Identifying the Media Blender Remote Medium Specifying Application Connections Securing the RMI Driver Identifying the Media Blender Remote Medium This section describes properties that display information and that you do not have to set. Do not change any of these properties. name= Display only. This property identifies the medium. The default is Remote-WIM. package= Specifying Application Connections This property identifies the Java package name of the Blender medium. In this file, it must be set to com.cisco.ics.blender.remote. This package must be accessible to the servlet engine through its CLASSPATH. Use these properties to set up the connections from the Cisco Unified WIM to the Application medium. In the properties that follow, note that "local" properties refer to the Application medium on Media Blender; "remote" values indicate the Cisco Unified WIM. remotehost= Type: String Default: None This property identifies the host name of the Cisco Unified WIM. This name must be in the system hosts file. remoteservice= Type: String Default: None 4-9

64 Chapter 4 Property File Reference This property identifies the remote service name for this connection; that is, the Cisco Unified WIM. The value here must match the value in the localservice property on the Cisco Unified WIM. remoteregistryport= Type: Numeric Default: 1099 This property identifies the remote port for this connection; that is, the Cisco Unified WIM. The value here must match the value entered in localregistryport property on the Cisco Unified WIM. remotepassword= Type: String Default: None This property identifies the password for this connection. The value here must match the value in the localpassword property on the Cisco Unified WIM. localservice= Type: String Default: None This property identifies the local name for this connection; that is, the name of the Cisco Unified WIM end of the connection. localregistryport= Type: Numeric Default: 1099 This property identifies the local port for this connection; that is, the Application medium on Media Blender. localpassword= Type: String Default: None 4-10

65 Chapter 4 Property File Reference This property identifies the password for this connection. The value here must match the value indicated in the remotepassword property on the Cisco Unified WIM. Note that this password is automatically encrypted; when you edit this file, the value you enter here will appear as an encrypted code. Securing the RMI Driver If you want to secure the communication between Cisco Unified WIM and Media Blender, you need to uncomment the following properties in Collaboration.properties and give them values. SocketType= Type: String Default: SSL The type of socket. If the value is set to "SSL," the properties that follow will apply; otherwise, the other properties will not be picked up at all. KeyStore= Type: Absolute path Default: none Enter an absolute path to the keystore filename. A keystore is a database of key material. Key material is used for a variety of purposes including authentication and data integrity. Example: KeyStore=d:\cisco\keys\mykeystore KeyStoreType= Type: String Default: JKS The type of keystore to use is the Sun Microsystems JKS, a proprietary type of the keystore implementation. This is specified by the following line in the java.security.properties file: keystore.type=jks. KeyStorePassword Type: String Default: none The password specified when the keystore was created. 4-11

66 Chapter 4 Property File Reference KeyPassword= Type: String Default: none The password specified when the key was created. TrustStore= Type: Absolute path Default: none A truststore is a keystore that is used when making decisions about what to trust. If you receive some data from an entity that you already trust, and if you can verify that the entity is the one it claims to be, then you can assume that the data really came from that entity. Example: TrustStore=d:\cisco\keys\mytruststore TrustStoreType= Type: String Default: JKS The type of truststore to use is the Sun Microsystems JKS, a proprietary type of the keystore implementation. TrustStorePassword= Type: String Default: none The password specified when the truststore was created. 4-12

67 Chapter 4 Property File Reference Cisco CTI Medium You configure the Cisco CTI driver for use with Media Blender in the property file ACD.ciscocti.properties, which resides in the \CiscoMB\servlet\Properties\Blender directory. You identify this file to Media Blender using the medium1 property in the blender.properties file. In addition, you use this property file to configure CTI event filters. The default Media Blender configuration is set to share all events, which will be ideal for most configurations. You may, however, decide to alter certain event filters based on the particular installation. See the Event Filters section for information about the properties used to share and accept CTI events. This page contains the following sections: Identifying Media Blender Configuring Connection Properties Identifying Named Variables Propagating Unified CCE Variables Using Unified CCE Call Variable 10 Configuring a Callback Strategy Using Phantom Line Strategies Adjusting Phantom Strategy Behavior Determining CTI Strategy by Call Class Enabling Skills-Based Routing Enabling Phantom Agent Login for Blended Collaboration Setting Dialing Prefixes and Filters Configuring Agent Properties Specifying Error Page URLs 4-13

68 Chapter 4 Property File Reference Identifying Media Blender This section describes properties that display information and that you do not have to set. Do not change any of these properties. name= Display only. This property identifies the medium. package= This property displays the package name of this Blender medium. In this file, it must be set to com.cisco.ics.blender.acd. This package must be accessible to the servlet engine through its CLASSPATH. See the Cisco Media Blender Installation Guide for information on setting the CLASSPATH. ctipackage= Configuring Connection Properties Display only. This property specifies which kind of ACD medium to load. In this file, it must be set to com.cisco.ics.blender.acd.ciscocti. Use the following properties to identify the CTI server. peripheral.type= Type: String Default: none Required. This property identifies the type of ACD with which the CTI server communicates. A commented peripheral.type property is provided for each of the ACDs that are supported by Media Blender, as well as for the IPCC. To activate the peripheral type for a specific ACD or the IPCC, remove the comment character (#). Values are: IPCC Lucent 4-14

69 Chapter 4 Property File Reference Note Note: If you are using the Avaya switch, choose the value Lucent. peripheral.id= Type: String Default: 5000 Required. This property specifies the peripheral ID, as defined on the CTI server. The value you enter here must match the corresponding value on the CTI server. peripheral.hostname= Type: String Default: none Required. This property identifies the host name or IP address for the CTI server. peripheral.hostport Type: String Default: none Required. This property identifies the host port for the CTI server. The value you enter here must match the corresponding value on the CTI server. peripheral.hostname2= Type: String Default: none When this property is used with peripheral.hostport2, it provides support for a duplexed CTI server. To activate this property, remove the comment character preceding it and specify the host name as the value for the other server. The duplexed server acts as a single peripheral gateway (PG), but only one side is active at a time. When one side goes down, the other takes over. peripheral.hostport2= Type: Integer Default: none 4-15

70 Chapter 4 Property File Reference When this property is used with peripheral.hostname2, it provides support for a duplexed CTI server. To activate this property, remove the comment character preceding it and specify the host port as the value for the other server. The duplexed server acts as a single PG, but only one side is active at a time. When one side goes down, the other takes over. peripheral.username= Type: String Default: blender Required. This property identifies the user name used when Media Blender connects to the CTI server. The value you enter here must match the corresponding value on the CTI server. peripheral.password= Type: String Default: none This property identifies the password used when Media Blender connects to the CTI server. The value you enter here must match the corresponding value on the CTI server. You can leave this property blank if authentication is not used. If you add a password value and then restart Media Blender, the file will be rewritten with an encrypted value for the password. peripheral.comment= Type: String Default: none Identifying Named Variables This property lets you add a comment to associate with this peripheral. Use the following properties for named variables. peripheral.namedvars= Type: String Default: user.cisco.cmb user.cisco.cmb.callclass This property identifies any named variables in which you want to register interest from the CTI server. If using more than one variable, enter them in a space-delimited list. These variables MUST be configured in the Unified 4-16

71 Chapter 4 Property File Reference CCE Expanded Call Variable database table as string types; otherwise, registration will fail. Note that you must register the variable user.cisco.cmb to have Web callback requests work in an Unified CCE routing integrated configuration. The other default variable, user.cisco.cmb.callclass, is used to send the call class over to Media Blender by way of the PreCall message. Do not change these values unless you are instructed to do so or you need to add more named variables to the list for screen pop purposes using the MakeCall. See the sessionmatch.key property. peripheral.alertonnamedvarerror= Type: Boolean Default: false Use this property if you want to generate an alert if named variable registration fails. Normally, just a log message is created. Propagating Unified CCE Variables The following properties are used with an ACD in the Unified CCE integration; they are not designed to work with IPCC. sessionmatch.key= Type: String Default: ICMTaskID The session match key is used to propagate Unified CCE script variables to the CTI server calls such as, Media Blender phantom calls, for application screen pops. Normally, this property is set to the task ID returned by the Media Routing peripheral gateway (MR PG) and passed from the Cisco Unified WIM to Media Blender in the caller session. If this property is commented out, variable propagation is disabled. Also, if the caller session does not contain the key, variable propagation does not occur. If the key is given in the caller session, but it does not match any outstanding call variables sent to Media Blender by the CTI server, then the request is dropped with a queue error. Leave this setting alone unless you are instructed to change it, or comment it out if you do not wish to propagate variables at all. sessionmatch.shorttimeout= Type: Numeric 4-17

72 Chapter 4 Property File Reference Default: 5000 The session match short timeout (in milliseconds) indicates how long the CTI strategy should wait for the call variables to arrive at Media Blender from the Unified CCE. Since this uses a system thread for every request, it should be set to a relatively short period of time. Leave this setting alone unless you are instructed to change it. The default is to wait for 5 seconds. precall.shorttimeout= Type: Numeric Default: The precall short time-out (in milliseconds) indicates how long Media Blender should wait for the request to arrive from the Cisco Unified WIM to propagate call variables for Blended Collaboration sessions. Since this uses a system thread for every precall event, it should be set to a relatively short period of time. Do not change this setting unless you are instructed to change it. The default is to wait for 15 seconds. precall.longtimeout= Type: Numeric Default: Using Unified CCE Call Variable 10 The precall long time-out (in milliseconds) is used after the precall short time-out expires. It does not use a system thread for each event. Since resource utilization is lower, it can be set to a significantly longer period of time than the short time-out to account for higher network latencies. Do not change this setting unless you are instructed to change it. The default is to wait for 60 seconds. The following property is for use with Avaya (Lucent) switches only. calltag= Type: Numeric Default: none This property allows you to free up the use of Unified CCE call variable 10.When using the predictive call strategy with an Avaya (Lucent) switch, Media Blender makes internal use of Call variable 10. If you need to use call 4-18

73 Chapter 4 Property File Reference variable 10 in the application, you can free up variable 10 by setting this calltag property to another Unified CCE call variable. You must set this field to the values specified in the Unified CCE CTI Server specification (13-22) that correspond to call variables Here are the corresponding values and variables: Configuring a Callback Strategy Use this Value To refer to this Unified CCE Variable Use the ctistrategy property to specify the callback strategy used. Note that this property is applicable only if you are not using multiple call classes. ctistrategy= Type: String Default: none This property specifies the CTI Strategy to be used. Use this property only if you are using a single call strategy. If you are using multiple call classes, you must create a Call Class Table and identify it using the callclasstable property. A commented ctistrategy property is provided for each of the following CTI strategies. You activate a CTI strategy by removing the comment character preceding it: AgentReserved PhantomWaitRelease 4-19

74 Chapter 4 Property File Reference PhantomWaitNoRelease PhantomNoCallRelease PhantomNoCallNoRelease PhantomNoCallNoHold Predictive Using Phantom Line Strategies The AgentReserved strategy is used with IPCC. The Predictive strategy is used only with Avaya (Lucent) Definity switches. The following properties are used with the phantom strategies. phantompool= Type: String Default: none This property specifies the name of the file that lists phantom extensions. See the Switch Administrator for the name of this file. Usually the file is phantoms.properties. For more information on setting up a phantom line file, see the Phantom Pool File section. phantomalertthreshold= Type: Integer Default: 5 This property determines when Media Blender sends an alert regarding phantom lines being unavailable. When a call is queued to a phantom strategy and all phantom lines are being used for other calls, Media Blender holds the call request until a phantom line is available. The number you enter in phantomalertthreshold, however, lets you specify the number of calls Media Blender will hold under these circumstances before sending an alert message. phantomloginthreshold= Type: Integer Default: none 4-20

75 Chapter 4 Property File Reference This property determines the minimum percentage of phantom agents configured in the phantom pool file that should get logged in to the phones. Blender will raise an alert if the number of phantom agents logged in fall below this threshold. The percentage range is Adjusting Phantom Strategy Behavior The following properties allow you to control the timing used by Media Blender to accomplish phantom strategy call flows. These properties affect how long Media Blender takes when doing the following: Answering a phantom call from an agent's phone Placing a phantom call on hold Placing an outbound call from the agent's phone Dropping a phantom call Note that in most cases, these properties should be set to 0. Enter other values here only if you need to affect a delay. delayonassignanswer= Type: Numeric Default: 0 Used with all the phantom line strategies, this property lets you specify how many milliseconds Media Blender should wait before answering a phantom call placed to the agent's phone. Acceptable values are 0 to any number of milliseconds. delayonassignhold= Type: Numeric Default: 0 Used with PhantomWaitRelease and PhantomWaitNoRelease, this property lets you specify how many milliseconds Media Blender should wait before placing a phantom call on hold from the agent's phone. Acceptable values are 0 to any number of milliseconds. delayonassigncallout= Type: Numeric Default:

76 Chapter 4 Property File Reference Used with PhantomWaitRelease and PhantomWaitNoRelease, this property lets you specify how many milliseconds Media Blender should wait before placing an outbound call to the caller from the agent's phone. Acceptable values are 0 to any number of milliseconds. 4-22

77 Chapter 4 Property File Reference delayonassigndropphantom= Type: Numeric Default: 0 Determining CTI Strategy by Call Class Used with PhantomWaitRelease and PhantomNoCallRelease, this property lets you specify how many milliseconds Media Blender should wait before dropping the phantom line. Acceptable values are 0 to any number of milliseconds. Use the following properties when using multiple call classes. callclasstable= Type: String Default: callclasses.properties This property specifies the name of the file that maps call class codes to CTI Strategies. Include this property only if you are using multiple call strategies. If you are using only one call class, define the CTI Strategy using the ctistrategy property. For more information on setting up a Call Class Table, see the Call Class Table section. callclassfield= Type: String Default: callclass Enabling Skills-Based Routing This property specifies which field on the Cisco Unified WIM Web callback form contains the call class code. Include this property only if you are using multiple call classes. Use one of these properties to ensure that skills-based routing established on the switch is used. defaultacdnumeric= Type: Boolean Default: true 4-23

78 Chapter 4 Property File Reference This property indicates that Media Blender should expect a numeric routing code to be passed from the Unified CCE script. Note that in such configurations, you should not use the skills table, and you should comment out the skilltable property. This property is useful in Unified CCE configurations. skilltable= Type: String Default: skills.properties The name of the file (skills.properties) that contains the map between text codes and ACD queue numbers; for example, a VDN on an Avaya (Lucent) G3. This file is normally used for Unified CCE routing integrated configurations. Use this property ONLY when the defaultacdnumeric property is set to false. Enabling Phantom Agent Login for Blended Collaboration Use the following properties to enable phantom agent login for blended collaboration. Note that blended login for actual agents is configured using the Cisco Unified WIM Administration desktop. passwordfile= Type: String Default: phantompasswords.properties This property specifies the name of the phantompasswords.properties file that maps phantom agents' logical IDs to phantom passwords. physicallocationfile= Type: String Default: phantomagents.properties This property specifies the name of the phantomagents.properties file that maps phantom agents' logical IDs to physical IDs. signoffonerror= Type: Boolean Default: false 4-24

79 Chapter 4 Property File Reference This property indicates behavior for blended login to the switch. If the system cannot perform a blended login to the switch and this property is set to true, Media Blender logs the agent out from all other media as a result. Setting Dialing Prefixes and Filters Use the following properties to establish the local and long-distance dialing parameters. See the Long Distance Calls section for more information on how these properties work together. diallocalprefix= Type: Phone digits, 0-9, *, # Default: 9 This property indicates the prefix that must be dialed before a local telephone number. diallongdistanceprefix= Type: Phone digits, 0-9, *, # Default: 91 This property indicates the prefix that must be dialed before a long-distance telephone number. dialspecialprefix= Type: Phone digits, 0-9, *, # Default: none This property lets you enter a prefix that can be used instead of the prefix entered in diallongdistanceprefix. Specify any prefix that must be entered to place a call within the country code but outside the local area code. For instance, you may enter 9 to indicate that 91 must dialed before the phone number of a special call. specialdiallist= Type: Numeric Default: none This property determines whether Media Blender will assign the prefix specified in the dialspecialprefix property to a phone number. This property contains a space-delimited list of numbers. If a phone number begins 4-25

80 Chapter 4 Property File Reference with one of these numbers, Media Blender assigns the prefix specified in the dialspecialprefix property to it. If a phone number does not begin with one of these numbers, the prefix specified in the diallongdistanceprefix property will be used instead. specialdigitstrim= Type: Boolean Default: false This property indicates whether Media Blender should strip the numbers listed in the dialspecialprefix property when placing a call. If this property is set to true and Media Blender detects a call that begins with a number in the specialdiallist, Media Blender strips the prefix (listed in the dialspecialprefix property) when placing the call. dialacdprefix= Type: Phone digits, 0-9, *, # Default: none This property sets the prefix that must be dialed before dialing in to an ACD queue. allowcharacters Type: String Default: none Normally, Media Blender strips out non-numeric characters before dialing a number. This property allows specialized characters to remain in the dial string. It sets up a space-delimited list of characters that may be included when dialing. For example, "#," would allow the hash and comma characters to be used when dialing. ignoreareacode= Type: Phone digits, 0-9, *, # Default: 978 This property indicates the local area code that is stripped from 10-digit telephone numbers that begin with this area code. This property is required unless the ACD uses a direct long-distance trunk. Acceptable values: area codes. 4-26

81 Chapter 4 Property File Reference prefixfilter= Type: Space-delimited list of phone digits Default: This property defines a set of illegal prefixes that should not be used. If a caller enters a callback number beginning with any of these digits, the caller receives an error. The default value, , is a list of standard toll or emergency prefixes. permittedphonenumlength= Type: Digits Default: 10 Configuring Agent Properties This property indicates acceptable lengths for phone numbers (excluding prefixes). Enter a space-delimited list of acceptable lengths. For example, indicates that phone numbers can be either 10 or 11 digits long. If you do not want to check for telephone number length, you can disable this feature by entering a negative number here, for example, -1. Use the following properties to configure the agent's phone and various agent states. autoanswer= Type: Boolean Default: false This property specifies whether Blender causes the agent's phone to automatically answer incoming calls. If the ACD is set to answer automatically, set this property to false. For Phantom CTI Strategies, one of the systems must answer for the agent. readyaftersignon= Type: Boolean Default: false This property indicates whether the agent is placed in a ready state when logged in. 4-27

82 Chapter 4 Property File Reference signoffreleaseready= Type: Boolean Default: false This property indicates whether the agent is placed in a "not ready" state just before logging off. acceptdrop= Type: Boolean Default: false Set this property if you want the agent to speak on the phone after dropping the Collaboration session. sharedrop= Type: Boolean Default: false Set this property if you want the agent to continue a Collaboration session after hanging up the voice call. sharequeue= Type: Boolean Default: false Set this property to disable Web callback handling from the CTI server. peripheral.agentlogoutreasoncode= Type: Integer Default: 3 If you are using Media Blender with the IPCC, a reason code (value 1 through 6) is required in order to log out an agent from Cisco Unified WIM. The following reason codes are visible on the agent's phone display: 1-Break 2-Lunch 3-End duty 4-Personal 5-Meeting 4-28

83 Chapter 4 Property File Reference 6-Training Note If an agent wants to enter a different reason code each time, then the agent should log out from the phone rather than from the ACD. The agent might also want to filter out signoff events from reaching the ACD. The agent would do this by setting the property acceptsignoff to false in the ACD.ciscocti.properties file to ensure that logout is from the phone. agentsfile= Type: Filename Specifying Error Page URLs Default: agentmapping.properties In some cases, you may want to alter some of these pages so that they request user information; that way, you can retrieve valuable information about potential customers even when callback is unavailable. errorurl= Type: URL Default: /blender/error.html This property specifies the URL of the HTML page served when a Media Blender error occurs. errorqueueurl= Type: URL Default: /blender/errorqueue.html This property specifies the URL of the HTML page served when an error occurs while queuing a call. 4-29

84 Chapter 4 Property File Reference errordropurl= Type: URL Default: /blender/errordrop.html This property specifies the URL of the HTML page served when Media Blender and Cisco Unified WIM are unable to successfully drop a call. errortendigiturl= Type: URL Default: /blender/errortendigit.html This property specifies the URL of the HTML page served when a caller submits a phone number comprised of less than ten digits. errormachineurl= Type: URL Default: /blender/errormachine.html This property specifies the URL of the HTML page served when a predictive call detects an answering machine. This property can only be used with the Avaya ACDs. errorbusyurl= Type: URL Default: /blender/errorbusy.html This property specifies the URL of the HTML page served when a predictive call detects a busy signal. errorassignurl= Type: URL Default: /blender/errorassign.html This property specifies the URL of the HTML page served as the result of a problem assigning a call. errordialprefixurl= Type: URL Default: /blender/errordialprefix.html This property specifies the URL of the HTML page served when a caller submits a phone number with an invalid area code. 4-30

85 Chapter 4 Property File Reference errorinvalidurl= Type: URL Default: /blender/errorinvalid.html This property specifies the URL of the HTML page served when a caller submits an invalid phone number. errornoanswerurl= Type: URL Default: /blender/errornoanswer.html This property specifies the URL of the HTML page served when a predictive call is unanswered. callqueuedurl= Type: Valid URL Default: /blender/callqueued.jhtml This property identifies the URL of the HTML page served to a caller who is queued to wait for an agent. This property can only be used with the Avaya ACD. Physical Location File The phantomagents.properties file maps a phantom agent's logical ID to a specific physical phone ID. Refer to the Cisco Unified Web Interaction Manager documentation for instructions on configuring agents. phantom agent's logical ID=physical ID Example: #100=10 #101=11 In order to enable changes to this property file, Media Blender must be restarted. See the Media Blender Administration online Help for more information. 4-31

86 Chapter 4 Property File Reference Phantom Agent Password File The phantompasswords.properties file maps a phantom agent's logical ID to a specific phantom password. For each phantom agent you want to add, include a line in this file that lists the agent's logical extension and his or her corresponding phantom password in this format: phantomagent's logical ID= phantompassword Example: 45017= =32332 Note In order to enable changes to this property file, Media Blender must be restarted. See the online Help for the Media Blender Administration user interface for more information. When Media Blender is restarted, the file will get rewritten with an encrypted value for the password. If you want to change the password value again, you need to erase it and put in a new value. When you restart Media Blender, that password will be encrypted as well. Call Class Table The call class table maps call class codes (embedded in the agent "pre call" message) to CTI strategies. This file is typically named callclasses.properties and must be located in the\ciscomb\servlet\properties\blender directory. Each line of the call class table maps Web-based textual call class codes embedded in the agent "pre call" message to CTI Strategies in the following format: bc=predictive callback=phantomwaitrelease call class code=cti Strategy 4-32

87 Chapter 4 Property File Reference where: call class code is a code configured in the Cisco Unified WIM entry point and passed by Unified CCE to Cisco MB by way of agent "pre-call" messsage. CTI Strategy defines the call flow strategy to be followed by the call class. Acceptable values are: AgentReserved Predictive PhantomWaitRelease PhantomWaitNoRelease PhantomNoCallRelease PhantomNoCallNoRelease PhantomNoCallNoHold Refer to the CTI Strategies for Call Classes section for more information about these strategies. Note AgentReserved is used only for IPCC in the Unified CCE integration. The Avaya Definity G3 switches support the Predictive strategy. Defining a Default Call Strategy Be sure that the callclasses.properties file defines a default call class. The entry should appear as follows: default=<ctistrategy> Note Call class matching is not case-sensitive. 4-33

88 Chapter 4 Property File Reference Example of callclasses.properties file. This example maps call classes to the following CTI Strategies: pstn=predictive chat=phantomnocallnorelease default=predictive oper=phantomwaitrelease Phantom Pool File The phantoms.properties file lists the phantom lines and their types in the following format: phantomid=phantom type where: phantomid is either the phantom's physical ID on the ACD or the Voice Agent ID on Cisco Unified WIM. phantom type identifies the line type Note Media Blender currently supports only digital line types. Example: 12345=D 67890=D 23456=D Using Agent Logical IDs in the phantoms.properties File You can use the Voice Agent IDs (or logical IDs) in place of the phantom IDs in the phantoms.properties file. Follow these steps to use permanent extensions when creating your phantom line pool: 4-34

89 Chapter 4 Property File Reference Step 1 Step 2 Step 3 Create phantoms.properties using Voice Agent IDs in place of phantom IDs. For example: voice_agent_id=phantom type Create an entry for the phantom's logical ID in the phantomagents.properties file. Create an entry for the phantom's password in the phantompasswords.properties file. Skills Table The skills table is a file that maps routing addresses to your ACD routing logic. This file is typically named skills.properties and must be located in the \CMB\servlet\Properties\Blender directory. Note If you are using Media Blender in the ICM integration, do not use skills.properties. Each line of the skills table maps the Blender Routing address to the routing logic used by your ACD, in the following format: Routing Address=routing number where: Routing Address is a code embedded in the Blender Callback HTML form used by the caller. (The Routing Address is set in a hidden field, RoutingAddr, on the Callback form.) routing number is equal to a value unique to the routing logic on your ACD. Each ACD type uses different routing logic, as follows: ACD Type Avaya (Lucent) Definity G3 Routing Number VDN Consult your switch administrator to obtain appropriate routing numbers. In most cases, it will be necessary to create a new routing number, such as CCT or VDN, on the switch for use with the Cisco Unified WIM application. Refer to the Cisco Media Blender Switch Administration Guide and consult your switch administrator for more information. 4-35

90 Chapter 4 Property File Reference When a callback request comes in, Media Blender retrieves the routing address from the callback form and matches it to the ACD routing number. The ACD then routes the request to the appropriate agent. Defining a Default Route Be sure that the skills.properties file defines a default route, equivalent to the default routing number used on the switch. The entry should appear as follows: default=<routing number> Understanding eventbridge.properties The eventbridge.properties file lets you monitor the status of agent groups and their calls. Each entry in the file defines an EventBridge map. Each map identifies a particular agent group and defines how their calls should be monitored. Each EventBridge map entry should appear in the following format (with spaces separating each parameter): Map#= whom number agentstatemap callstatemap where: Map# identifies the map. The eventbridge.properties file can have any number of maps, which define how many agent groups should be monitored. whom identifies the agent group. The Acceptable values are: Value AG ASG AAG TG ATG Description Monitors a specific agent group Monitors a specific agent supergroup Monitors all agent groups; that is, all agents Monitors a specific trunk group Monitors all trunk groups 4-36

91 Chapter 4 Property File Reference number is the number of the agent group defined in whom. agentstatemap defines the agent states that should be monitored. The value you enter here consists of 10 Boolean characters (Y or N). Each position in agentstatemap lets you monitor a different agent state, as follows: Position Agent State Event 0 Agent logged on event 1 Agent logged off event 2 Agent idle event 3 Agent available event 4 Agent wrap-up event 6-9 Reserved for later use (set as N) callstatemap defines the call states that should be monitored. The value you enter here consists of 20 Boolean characters (Y or N). Each position in callstatemap lets you monitor a different call state, as follows: Position Call State Event 0 Call noticed event 1 Call offered event 2 Call connected event 3 Call queued event 4 Call dequeued event 5 Call held event 6 Call retrieved event 7 Call transferred event 8 Call conferenced event 9 Call disconnected event Reserved for later use, set as N 4-37

92 Chapter 4 Property File Reference Example: Define a Default Group Map1=AG 1 YYYYYYNNNN YYYYYYYYYYNNNNNNNNNN Map2=TG 48 YYYYYYNNNN YYYYYYYYYYNNNNNNNNNN Be sure that the groups.properties file defines a default agent group, equivalent to the default Vector Directory Number (VDN). The entry should appear as follows: default=<agent group> Example of groups.properties File: The groups.properties file maps agent logical IDs to agent groups set up on the switch. Below is a sample group file. default= = = = = = = = = = = = = Event Filters Media Blender shares different types of events between all participating media. The property file for each type of medium in your configuration lets you determine whether the medium can accept or share various events. The default 4-38

93 Chapter 4 Property File Reference Understanding Events configuration shares all events and will be ideal for most installations. This section provides information for users who may want to alter these default settings. For instance, you may want to prevent a Web collaboration session's drop from terminating a phone call. You can do so by setting the sharedrop property to false in the Cisco Application medium's property file. You can use the events described in the following table. Event signon signoff signonsuccess signonfailed start queue queuing assign drop popurl displaymsg error Description Indicates that an agent has signed on Indicates that an agent has signed off Indicates that an agent signon was successful. This event is only shared by the ACD medium Indicates that the signon did not occur on the switch. This event is only shared by the ACD medium Indicates that a caller session has started Indicates that an incoming call request has been added to the queue Indicates that an incoming call was successfully queued into Media Blender. This event is only shared by the ACD medium Indicates that a queued call has been assigned to an agent Indicates that a call has been disconnected Indicates that an error has occurred Requests the display of the specified message on the caller's browser Indicates that an error has occurred 4-39

94 Chapter 4 Property File Reference Event addparticipant removeparticipant blindtransfer Description Adds a participant to a session. This event is used with transferring and conferencing calls. This event is only shared by the ACD medium Removes a participant from a session. This event is used with transferring and conferencing calls. This event is only shared by the ACD medium Transfers a call from one participant to another. This event is used with transferring calls. This event is only shared by the ACD medium Event Filter Properties Use the following properties to accept and share each type of event. Use each property only once in each property file. If you include a property more than once in a file, Media Blender automatically recognizes the setting in the last occurrence of the property and overwrites the value in preceding occurrences. acceptqueue= Type: Boolean Default: true This property indicates whether this medium accepts queue events from other media. sharequeue= Type: Boolean Default: true This property indicates whether this medium shares queue events with other media. acceptqueuing= Type: Boolean Value: true This property indicates whether this medium accepts queuing events from other media. 4-40

95 Chapter 4 Property File Reference sharequeuing= Type: Boolean Value: true This property indicates whether this medium shares queuing events with other media. acceptstart= Type: Boolean Default: true This property indicates whether this medium accepts start events from other media. sharestart= Type: Boolean Default: true This property indicates whether this medium shares events with other media. acceptassign= Type: Boolean Default: true This property indicates whether this medium accepts assign events from other media. shareassign= Type: Boolean Default: true This property indicates whether this medium shares assign events with other media. acceptdrop= Type: Boolean Default: true This property indicates whether this medium accepts drop events from other media. 4-41

96 Chapter 4 Property File Reference You should use the acceptdrop property to control whether drop events are accepted by either your Application medium or your ACD medium. For instance, if you do not want a drop on the Application medium to be shared with the ACD medium, set the acceptdrop property to false in the properties file for your ACD medium. If you do not want a drop from your ACD medium to be shared with the Application medium, set the acceptdrop property to false in the properties file for the Application medium. acceptsignon= Type: Boolean Default: true This property indicates whether this medium accepts signon events from other media. sharesignon= Type: Boolean Default: true This property indicates whether this medium shares signon events with other media. acceptsignonsuccess= Type: Boolean Default: true This property indicates whether this medium accepts signonsuccess events from other media. sharesignonsuccess= Type: Boolean Default: true This property indicates whether this medium shares signonsuccess events with other media. acceptsignonfailed= Type: Boolean Default: true This property indicates whether this medium accepts signonfailed events from other media. 4-42

97 Chapter 4 Property File Reference sharesignonfailed= Type: Boolean Default: true This property indicates whether this medium shares signonfailed events with other media. acceptsignoff= Type: Boolean Default: true This property indicates whether this medium accepts signoff events from other media. Note For IPCC, sharing of signoff events from the ACD medium and acceptance by the Application medium is required. Otherwise, an agent might receive a blended collaboration request but might not be able to place a phone call. sharesignoff= Type: Boolean Default: true This property indicates whether this medium shares signoff events with other media. If you do not want to share signoffs, set this property to false. Note For IPCC, sharing of signoff events from the ACD medium and acceptance by the Application medium is required. Otherwise, an agent might receive a blended collaboration request but might not be able to place a phone call. acceptaddparticipant= Type: Boolean Default: true 4-43

98 Chapter 4 Property File Reference This property indicates whether this medium accepts addparticipant events from other media. This property is used by the Cisco Unified WIM medium when it receives a shareaddparticipant event from the ACD medium. (This property is used for call transferring and conferencing.) shareaddparticipant= Type: Boolean Default: true This property indicates whether this medium shares addparticipant events with other media. This property is used by the ACD medium to add a conferenced or transferred call to the Cisco Unified WIM. (This property is used for call transferring and conferencing.) acceptdropparticipant= Type: Boolean Default: true This property indicates whether this medium accepts dropparticipant events from other media. This property is used by the Application medium when it receives a sharedropparticipant event from the ACD medium. (This property is used for call transferring and conferencing.) sharedropparticipant= Type: Boolean Default: true This property indicates whether this medium shares dropparticipant events with other media. This property is used by the ACD medium to disconnect a conferenced or transferred call from the Cisco Unified WIM. (This property is used for call transferring and conferencing.) acceptblindtransfer= Type: Boolean Default: true This property indicates whether this medium accepts blindtransfer events from other media. This property is used by the Application medium when it receives a shareblindtransfer event from the ACD Medium (This property is used for call transferring). Acceptable values are true and false. 4-44

99 Chapter 4 Property File Reference shareblindtransfer= Type: Boolean Default: true This property indicates whether this medium shares blindtransfer events with other media. This property is used by the ACD medium to share blindtransfer events with the Application medium. acceptpopurl= Type: Boolean Default: true This property indicates whether this medium accepts popurl events from other media. Acceptable values are true and false. sharepopurl= Type: Boolean Default: true This property indicates whether this medium shares popurl events with other media. Acceptable values are true and false. acceptdisplaymsg= Type: Boolean Default: true This property indicates whether this medium accepts displaymsg events from other media. Acceptable values are true and false. sharedisplaymsg= Type: Boolean Default: true This property indicates whether this medium shares displaymsg events with other media. Acceptable values are true and false. accepterror= Type: Boolean Default: true This property indicates whether this medium accepts error events from other media. Acceptable values are true and false. 4-45

100 Chapter 4 Property File Reference shareerror= Type: Boolean Default: true This property indicates whether this medium shares error events with other media. Acceptable values are true and false. 4-46

101 CHAPTER 5 Troubleshooting Media Blender The Media Blender Administration user interface enables you to view statistics, session details, properties, event counts, alerts, and log messages. The log files and alerts are particularly helpful in troubleshooting any problems. If you are not able to resolve the problems through your own troubleshooting efforts, you can contact thetac. This section describes: Using the Log Information Media Blender Alerts Before You Contact the TAC Using the Log Information The Media Blender: Server: Latest Log page on the Administration user interface allows you view an online report of the most current log file. Refer to the online Latest Log page to help diagnose any problems that may occur with the Media Blender configuration. Here is a sample Latest Log page that shows Media Blender starting up. Notice that problems have occurred and the red ALERT icon appears in the left pane:

102 Chapter 5 Troubleshooting Media Blender Figure 5-1 Log Page If you experience any problems, you can change the logging level (using the change level option) to control the trace messages that are displayed in the log. Media Blender generates alerts and errors of varying degrees of severity. Setting the logging level to a low number restricts the display to only a few trace messages. Higher logging levels expand the log to include many additional trace messages as well. There are five levels: 1 - Urgent (fewest entries) 2 - Critical 3 - Important 4 - Information 5 - Debug (most entries) Note All error messages are logged. You cannot change the number of error messages that display. 5-2

103 Chapter 5 Troubleshooting Media Blender Sample Log File A log file containing additional information is also created and resides in the \CiscoMB\logs directory. In the following segments from a Media Blender log file when it is integrated with ICM, you can see the log messages that occur as Media Blender starts up, processes a call flow, and assign and queue events take place. Messages on Starting Media Blender Event Messages Messages on Starting Media Blender As Media Blender starts up, the messages about the JDK and ServletExec starting up are displayed. 01/31/ :12: TRACE GLOBAL_EVENT Blender com.cisco.ics.blender.blender "" Blender "" - Starting up Cisco Media Blender Version: /31/ :12: TRACE EXTERNAL_STATE Blender com.cisco.ics.blender.blender "" Blender "" - Java Version: /31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blender "" Blender "" - Java Home: C:\jdk1.3\jre 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blender "" Blender "" - Java Class Path: C:\Program Files\New Atlanta\ServletExec ISAPI\lib\servlet.jar;C:\Program Files\New Atlanta\ServletExec ISAPI\lib\jaxp.jar;C:\Program Files\New Atlanta\ServletExec ISAPI\lib\crimson.jar;C:\Program Files\New Atlanta\ServletExec ISAPI\lib\jndi.jar;C:\Program Files\New Atlanta\ServletExec ISAPI\lib\ServletExec40.jar;C:\Program Files\New Atlanta\ServletExec ISAPI\classes;C:\CiscoMB\servlet;C:\CiscoMB\servlet\xml.jar; C:\CiscoMB\servlet\perltools.jar;C:\CiscoMB\servlet\Resource ;C:\CiscoMB\servlet\servlet.jar;C:\CiscoMB\servlet\jms.jar;C :\CiscoMB\servlet\flexlm.jar;C:\CiscoMB\servlet\magellanInfo.jar;C:\jdk1.3\lib\tools.jar 5-3

104 Chapter 5 Troubleshooting Media Blender 01/31/ :12: TRACE CODE_MARKER Blender com.cisco.ics.blender.blender "" Blender "" - Java Class Version: /31/ :12: TRACE EXTERNAL_STATE Blender com.cisco.ics.blender.blender "" Blender "" - Operating System: Windows on x86 01/31/ :12: TRACE GLOBAL_EVENT Blender com.cisco.ics.blender.blender "" Blender "" - License information: Max assigned sessions=10. Remote medium supported. CiscoCTI supported. 01/31/ :12: TRACE STATIC_FIELD Blender com.cisco.ics.common.sys.commandmanager "" Blender "" - BlendCmd is started with 200 command threads and a ceiling of 750 threads. 01/31/ :12: TRACE CODE_MARKER Blender com.cisco.ics.blender.blender "" Blender "" - Creating Service:com.cisco.ics.blender.fwgw.Service 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.fwgw.service "" Blender "" - Set of all stubs: [mr_primary, arm] 01/31/ :12: ERROR INFO Messaging.50 GatewayStartupInfo com.cisco.msg.plugin.fw.gateway_stub startup Blender "" - Firewall Gateway MR_Primary started up. 01/31/ :12: ERROR INFO Messaging.50 GatewayStartupInfo com.cisco.msg.plugin.fw.gateway_stub startup Blender "" - Firewall Gateway ARM started up. 01/31/ :12: TRACE GLOBAL_EVENT Blender com.cisco.ics.blender.blender "" Blender "" - Loaded Service: com.cisco.ics.blender.fwgw.service of version: The messages about the Cisco CTI medium and its properties; the CTI strategy, AgentReserved; the ICM ECC variables, user.cisco.cmb and user.cisco.cmb.callclass; and the peripheral being used, IPCC are displayed. Note the warning about the length of the Ignoreareacode property value, and the error about the firewall gateway stub 01/31/ :12: TRACE CODE_MARKER Blender com.cisco.ics.blender.blender "" Blender "" - Creating Medium:com.cisco.ics.blender.acd.Medium01/31/

105 Chapter 5 Troubleshooting Media Blender 11:12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti Blender "" - Initializing CtiStrategy 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti Blender "" - StartingAgentReserved strategy 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti Blender "" - Initializing CtiStrategy 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - ctitimeout= /31/ :12: ERROR CRITICAL cmb.0 Error com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - Warning: Property IgnoreAreaCode should be 3 digits only - it is: /31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - Loading skills file:c:\ciscomb\servlet\properties\blender\skills.properties 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - pfxfilter={809=809, 976=976, =212540, 0=0, 900=900, 911=911} 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - skilltable={} 01/31/ :12: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - postcallstate=? 01/31/ :12: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti Blender "" - Opcodevar: "user.cisco.cmb" callback op: "callback" blended callback op: "bc" callclass var: "user.cisco.cmb.callclass" 01/31/ :13: ERROR INFO common.2 LegacyError com.cisco.io.net.rmi.rmidriver Init "Gateway_stub (ARM)" "" - Legacy error: Attached to existing RMI Registry. 5-5

106 Chapter 5 Troubleshooting Media Blender 01/31/ :13: ERROR INFO Messaging.51 GatewayEstablishedConnectionInfo com.cisco.msg.plugin.fw.gateway_stub linkup "EventHelper #1" "" - Firewall Gateway ARM established RMI link to the remote application. 01/31/ :13: ERROR INFO Messaging.51 GatewayEstablishedConnectionInfo com.cisco.msg.plugin.fw.gateway_stub linkup "EventHelper #2" "" - Firewall Gateway MR_Primary established RMI link to the remote application. 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.peripheralimplipcc "" Blender "" - Adding named variable to registration list: user.cisco.cmb 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.peripheralimplipcc "" Blender "" - Adding named variable to registration list: user.cisco.cmb.callclass 01/31/ :13: TRACE EXTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.peripheralmanager "" Blender "" - Peripheral 1: IPCC ID=5005 Prefix=ph1 [enabled] The messages about the remote medium for the Cisco Unified WIM and some properties in the Collaboration.properties file and the "Startup complete" message are displayed. Note the Alert message, AlertCMBCommon, saying that Blender has started. 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.blender "" Blender "" - Creating Medium:com.cisco.ics.blender.remote.Medium 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - AcceptQueue = false 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - AcceptAssign = true 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - AcceptDrop = true 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - sharequeue = true 5-6

107 Chapter 5 Troubleshooting Media Blender 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - ShareAssign = true 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - ShareDrop = true 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - displaymsgurl = /webline/displaymsg?head=web+callback+message&body= 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - Creating rmi transport. 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - Creating rmi driver with properties {RemotePassword={enc:2}Zm9v, LocalPassword={enc:2}Zm9v} 01/31/ :13: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.medium Remote-WIM Blender "" - Creating peer synchronizer. 01/31/ :13: TRACE GLOBAL_EVENT Blender com.cisco.ics.blender.blender "" Blender "" - Loaded Medium: com.cisco.ics.blender.remote.medium of version: /31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.blender "" Blender "" - Comparing new Medium to platform version: /31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Custodian "" - Sending Message:Heartbeat Req ( invokeid=9 ) of length 12 01/31/ :13: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Heartbeat Conf ( invokeid=9 ) 01/31/ :13: ERROR NOTICE AlertCMBCommon.18 EMSG_BLENDER_START_SUCCESS com.cisco.ics.blender.blender startup Blender "" - ProcessName:CMBCommon MessageId: Media Blender started. 01/31/ :13: TRACE EXTERNAL_EVENT Blender com.cisco.ics.blender.blender "" Blender "" - Startup complete. 5-7

108 Chapter 5 Troubleshooting Media Blender Event Messages The messages that occur when Media Blender receives a start event from Cisco Unified WIM are displayed along with the call transfer event are displayed. You see that the media class is "bc," which means this is a blended collaboration session. Note the placing of the call, and how the problem with the length of the area code is corrected. 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM "RemoteRmiPoller - cmb3_conn_wim_bapi" "" - Handling event Start#cmb3_conn_WIM_BAPI with key cmb3_conn_wim_bapi /01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.medium Remote-WIM BlendCmd#145:Start#cmb3_conn_WIM "" - Remote-WIM sent Blender a Start#cmb3_conn_WIM_BAPI event of type:start and key:cmb3_conn_wim_bapi /01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.medium "" BlendCmd#145:Start#cmb3_conn_WIM "" - Blender is creating session for:transfer from 4001 to 4102[ ] with bc [4001] 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Query Agent State Conf ( invokeid=5923 agentstate=2 numskillgroups=1 mrdid=1 numtasks=0 agentmode=1 maxtasklimit=1 icmagentid=5553 agentid+=4001 agentextension+=3007 agentinstrument+=3007 ) BlendCmd#145:Start#cmb3_conn_WIM "" - Prepared to dial these digits:3008 to reach Transfer from 4001 to 4102 [ ] on terminal # /01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Placing call from:bc [ 4001 ] on terminal #3007 to:transfer from 4001 to 4102 [ ] on terminal # /01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.peripheralmanager "" BlendCmd#145:Start#cmb3_conn_WIM "" - Creating call based on peripheral match on

109 Chapter 5 Troubleshooting Media Blender 02/01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - base: stripped to: /01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Passed prefix filter test with: /01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Removed ignoreareacode: to make: /01/ :14: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Prepared to dial these digits:3008 to reach Transfer from 4001 to 4102 [ ] on terminal # /01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" BlendCmd#145:Start#cmb3_conn_WIM "" - Sending Message:Make Call Req ( invokeid=5925 peripheralid=5005 callplacementtype=2 callmannertype=2 alertrings=10 calloption=0 facilitytype=0 answeringmachine=0 priority=false postroute=false numnamedvariables=0 numnamedarrays=0 agentinstrument+=3007 dialednumber+=3008 ) of length 50 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Agent State Event ( peripheralid=5005 sessionid=0 peripheraltype=17 skillgroupstate=4 stateduration=0 skillgroupnumber=29405 skillgroupid=5005 skillgrouppriority=1 agentstate=4 eventreasoncode=0 mrdid=1 numtasks=0 agentmode=1 maxtasklimit=1 icmagentid=5553 agentid+=4001 agentextension+=3007 agentinstrument+=3007 ) 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.common.xsys.cisco.cti.messagefieldcti "" Connection "" - Skipping tag type: TIME for Cti Client Timestamp 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Begin Call Event ( peripheralid=5005 peripheraltype=17 numcticlients=1 numnamedvariables=0 5-9

110 Chapter 5 Troubleshooting Media Blender numnamedarrays=0 calltype=10 connectiondeviceidtype=0 connectioncallid= calledpartydisposition=0 connectiondevid+=3007 cticlientsignature+=cmb-m2cmb3 ) 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Make Call Conf ( invokeid=5925 newconnectioncallid= newconnectiondeviceidtype=0 linehandle=0 linetype=2 newconnectiondevid+=3007 ) 02/01/ :14: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Call Established Event ( peripheralid=5005 peripheraltype=17 connectiondeviceidtype=0 connectioncallid= linehandle=0 linetype=2 servicenumber= serviceid= skillgroupnumber=29405 skillgroupid=5005 skillgrouppriority=1 answeringdevicetype=0 callingdevicetype=0 calleddevicetype=0 lastredirectdevicetype=65535 localconnectionstate=3 eventcause=65535 connectiondevid+=3008 answeringdevid+=3008 callingdevid+=3007 calleddevid+=3008 ) The end call events and a drop events are displayed here. 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.callipcc "" "BlendCmd#145:End Call Event ( pe" "" - Call already ended, not dropping: bc [ 4102 ] on terminal #3004 with Properties: {terminalpw={enc:1}gsusopwfpkmj6kh9nncbhg==, terminal=3004} 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" "BlendCmd#145:End Call Event ( pe" "" - Sending Message:Query Agent State Req ( invokeid=5971 peripheralid=5005 mrdid=1 icmagentid=0 agentinstrument+=3004 ) of length 31 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Agent State Event ( peripheralid=5005 sessionid=0 peripheraltype=17 skillgroupstate=2 stateduration=0 skillgroupnumber=29405 skillgroupid=5005 skillgrouppriority=1 agentstate=2 eventreasoncode=0 mrdid=1 numtasks=1 agentmode=1 maxtasklimit=1 icmagentid=5556 agentid+=4102 agentextension+=3004 agentinstrument+=3004 ) 5-10

111 Chapter 5 Troubleshooting Media Blender 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Query Agent State Conf ( invokeid=5969 agentstate=2 numskillgroups=1 mrdid=1 numtasks=0 agentmode=1 maxtasklimit=1 icmagentid=5556 agentid+=4102 agentextension+=3004 agentinstrument+=3004 ) 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.agentipcc "" "BlendCmd#200:Call Cleared Event " "" - Setting logical ID to 4102 on instrument /01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Query Agent State Conf ( invokeid=5971 agentstate=2 numskillgroups=1 mrdid=1 numtasks=0 agentmode=1 maxtasklimit=1 icmagentid=5556 agentid+=4102 agentextension+=3004 agentinstrument+=3004 ) 02/01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti BlendCmd#50:Drop#3 "" - CiscoCti sent Blender a Drop#3 event of type:drop and key:3 02/01/ :18: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.agentipcc "" "BlendCmd#145:End Call Event ( pe" "" - Setting logical ID to 4102 on instrument /01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blendersession 3 BlendCmd#50:Drop#3 "" - Blender received a Drop#3 event from the medium CiscoCti with Blender Session ID #3 [Assigned] 02/01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti BlendCmd#200:Drop#3 "" - CiscoCti sent Blender a Drop#3 event of type:drop and key:3 02/01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.mediumsession Remote-WIM:cmb3_conn_WIM_BAPI BlendCmd#50:Drop#3 "" - doevent():drop#3 02/01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blender Blender BlendCmd#50:Drop#3 "" - Decrement Current assigned sessions:0 MAX Sessions=

112 Chapter 5 Troubleshooting Media Blender 02/01/ :18: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blendersession 3 BlendCmd#200:Drop#3 "" - Blender received a Drop#3 event from the medium Cisco CTI. The Media Blender handling a conference call is displayed here: 02/01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.remote.medium Remote-WIM "RemoteRmiPoller - cmb3_conn_wim_bapi" "" - Handling event Start#cmb3_conn_WIM_BAPI with key cmb3_conn_wim_bapi /01/ :58: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.medium Remote-WIM BlendCmd#145:Start#cmb3_conn_WIM "" - Remote-WIM sent Blender a Start#cmb3_conn_WIMWIMWIM_BAPI event of type:start and key:cmb3_conn_wim_bapi /01/ :58: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.remote.medium "" BlendCmd#145:Start#cmb3_conn_WIM "" - Blender is creating session for:conference between agents 4001 &4102[ ]... with bc [4102] 02/01/ :58: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.blendersession 8 BlendCmd#145:Start#cmb3_conn_WIM "" - Blender received a Start#cmb event from the medium Remote-WIM with Blender Session ID #8 [Idle] 02/01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Placing call from:bc [ 4102 ] on terminal # /01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.peripheralmanager "" BlendCmd#145:Start#cmb3_conn_WIM "" - Creating call based on peripheral match on /01/ :58: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.ciscocti.ctidriver CiscoCti BlendCmd#145:Start#cmb3_conn_WIM "" - Prepared to dial these digits:3008 to reach Conference between agents 4001 &4102 [ ] on terminal #

113 Chapter 5 Troubleshooting Media Blender 02/01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" BlendCmd#145:Start#cmb3_conn_WIM "" - Sending Message:Make Call Req 02/01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Begin Call Event 02/01/ :58: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Make Call Conf 02/01/ :03: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: Call Conferenced Event 02/01/ :03: TRACE INTERNAL_STATE Blender com.cisco.ics.blender.acd.medium CiscoCti "BlendCmd#200:Call Conferenced Ev" "" - Detecting possible ADD-PARTICIPANT event:call Conferenced Event 02/01/ :03: TRACE CODE_MARKER Blender com.cisco.ics.blender.acd.ciscocti.connection "" Connection "" - Read new message: End Call Event 5-13

114 Chapter 5 Troubleshooting Media Blender Media Blender Alerts Media Blender generates alerts (error messages) that require action. When an alert is active, the red Alert icon appears under the Media Blender Administration menu (left pane). To view the active alerts, click the Alert icon or select the SERVER > Alerts option on the Administration menu. Each alert displays the medium or service generating the alert and a description of the problem. Here is an example: Figure 5-2 Server Alert Example The alert description appears as a hyperlink. If you click the hyperlink, the system displays a more detailed description and a proposed resolution of the problem. Each medium or service has a unique set of alerts. The following types of alerts are provided: Common Application medium Cisco CTI Medium You can configure Cisco MB (using the blender.properties file) to send an message to key personnel when alerts are generated. Refer to the Notification section for more details. 5-14