Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1)

Transcription

1 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 4.1(1) November 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright  1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, iquick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0710R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Copyright  2007 Cisco Systems, Inc. All rights reserved.

3 Table of Contents 1. The Unified CVP System...7 Introduction...7 Key Features and Benefits...8 Using the Operations Console...9 Logging In to the Operations Console...10 Using the Cisco Unified Customer Voice Portal Page...11 My Account...12 Getting Acquainted with the Operations Console Menu Options...12 Where to Find More Information...15 Logging Out From the Operations Console...16 Using the Control Center...17 Viewing Devices by Type...17 Viewing Devices by Device Pool...18 Viewing Device Status...19 Viewing Device Statistics...21 Viewing Infrastructure Statistics...22 Infrastructure Statistics...22 ICM Service Call Statistics...25 IVR Service Call Statistics...27 SIP Service Call Statistics...29 Gatekeeper Statistics...31 Gateway Statistics...32 VXML Server Statistics...33 Reporting Server Statistics...35 Viewing Pool Statistics...36 Pool Statistics Tab...37 Sorting Servers by Network Status...38 Sorting Servers by IP Address...38 Editing a Device Configuration...39 Starting a Server...39 Shutting Down a Server...40 Using Device Pools...40 Adding a Device Pool...41 Editing a Device Pool...41 Deleting a Device Pool...42 Adding or Removing a Device from a Device Pool...43 Finding a Device Pool...44 Importing an Operations Console Configuration Exporting an Operations Console Configuration Error Handling Managing Devices...49 Viewing Device Properties...49 Offline View...49 Online View...50 Viewing Device State...50 i

4 Finding a Device Getting Device Statistics...52 Unified CVP Licensing...52 Configuring a Call Server...53 Adding a Call Server...54 Deleting a Call Server...74 Editing a Call Server...75 Finding a Call Server...76 Viewing Call Server Statistics...77 Call Server Configuration Settings...78 Applying a License to a Call Server...79 Configuring a Reporting Server...80 Adding a Reporting Server...81 Editing a Reporting Server...85 Deleting a Reporting Server...95 Finding a Reporting Server...96 Applying a License to a Reporting Server...97 Configuring a VXML Server...98 Adding a VXML Server...98 Editing a VXML Server Deleting a VXML Server VXML Server General Properties VXML Server Configuration Properties Inclusive and Exclusive VoiceXML Filters for Reporting Transferring Script Files Downloading a Log Messages XML File Editing the Log Messages XML File Unified CVP Event Severity Levels Uploading a Log Messages XML File Applying a License to a VXML Server Getting the System ID for a VXML Server Finding a VXML Server Configuring a VXML Server (Standalone) Adding a VXML Server (Standalone) Editing a VXML Server (Standalone) Deleting a VXML Server (Standalone) Finding a VXML Server (Standalone) Getting the System Id for a VXML Server standalone) Applying a License to a VXML Server (Standalone) Configuring a Gatekeeper Transferring a File to a Gatekeeper Adding a Gatekeeper Editing a Gatekeeper Deleting a Gatekeeper Executing Gatekeeper Commands Gatekeeper Configuration Settings IOS Gatekeeper Commands Finding a Gatekeeper Getting Gatekeeper Statistics Configuring a Gateway ii

5 Adding a Gateway Editing a Gateway Deleting a Gateway Gateway Configuration Settings IOS Gateway Commands Executing IOS Commands on the Gateway Transferring a File to a Gateway Viewing Gateway Statistics Finding a Gateway Configuring a Content Services Switch (CSS) Adding a Content Services Switch Editing a Content Services Switch Deleting a Content Services Switch Finding a Content Services Switch Content Services Switch Configuration Settings IOS Content Services Switch Commands Executing IOS Commands on the Content Services Switch Transferring a Script File to a Content Services Switch Configuring a Speech Server Adding a Speech Server Speech Server Configuration Settings Editing a Speech Server Configuration Applying a License to a Speech Server Deleting a Speech Server Adding and Removing Speech Servers from a Device Pool Finding a Speech Server Configuring a Media Server Adding a Media Server Media Server Configuration Settings Editing a Media Server Configuration Deleting a Media Server Adding and Removing a Media Server from a Device Pool Finding a Media Server Configuring a Cisco Unified Communications Manager Server Adding a Unified CM Server Editing a Unified CM Server Unified CM Configuration Settings Deleting a Unified CM Server Finding a Unified CM Server Configuring an ICM Server Adding an ICM Server Deleting an ICM Server Editing an ICM Server Finding an ICM Server ICM Server Configuration Settings Configuring a SIP Proxy Server Adding a SIP Proxy Server Deleting a SIP Proxy Server Editing a SIP Proxy Server Finding a SIP Proxy Server SIP Proxy Server Configuration Settings iii

6 Device Past Configurations Finding a Device Past Configuration Viewing Past Device Configurations Applying Past Device Configurations Managing Unified CVP Operations Console Users Overview of User Management Managing User Roles Adding a User Role Editing a User Role Assigning Access Criteria to User Roles Finding a User Role Deleting User Roles Managing User Groups Adding a User Group Editing User Groups Assigning a Role to a User Group Deleting a User Group Finding a User Group Configuring Unified CVP Operations Console Users Adding a User Account Finding a User Account Configuring General User Information Adding or Removing a User from a Device Pool Assigning a User to a User Group Editing a User Account Deleting a User Account Bulk Administration Transferring a File to Multiple Devices Configuring SNMP Agents Simple Network Management Protocol Support SNMP Basics SNMP Management Information Base (MIB) SNMP Configuration Checklist Importing Previously Configured Windows SNMP V1 Community Strings Configuring an SNMP V1/V2c Agent Configuring SNMP V1/V2c Community Strings Adding an SNMP V1/V2C Community String Editing an SNMP V1/V2C Community String General SNMP V1/V2C Community String Configuration Assigning an SNMP Entity to a Device Finding an SNMP V1/V2c Community String Deleting an SNMP V1/V2c Community String Configuring Notification Destinations Notification Destination Configuration Settings Adding an SNMP V1/V2C Notification Destination Editing an SNMP V1/V2C Notification Destination Deleting an SNMP V1/V2C Notification Destination Finding an SNMP V1/V2C Notification Destination iv

7 Configuring an SNMP V3 Agent Configuring SNMP V3 Users Finding an SNMP V3 User Adding an SNMP V3 User Editing an SNMP V3 User SNMP V3 User Configuration Settings Deleting an SNMP V3 User Configuring SNMP Notification Destinations Adding an SNMP V3 Notification Destination Editing an SNMP V3 Notification Destination Notification Destination Configuration Settings Finding an SNMP V3 Notification Destination Deleting an SNMP V3 Notification Destination Configuring an SNMP MIB2 System Group Adding an SNMP MIB2 System Group Editing an SNMP MIB2 System Group Deleting an SNMP MIB2 System Group Finding an SNMP MIB2 System Group Using Syslog Configuring the Syslog Server Launching Tools Launching an SNMP Monitor About Cisco Support Tools Launching Support Tools Configuring Links for Tools Adding a URL Link to the Tools Menu Modifying a URL Link on the Tools Menu Removing a URL Link from the Tools Menu Index v

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9 Chapter 1 The Unified CVP System Introduction Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Express products. ICME provides the services necessary to determine where calls should be routed, whether to ACDs, specific agents, or to VRUs, but the routing services themselves must be provided by an external routing client. Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN) network switches, or in some cases, customer-provided ACDs. Unified CVP makes it possible for ICME to use VoIP gateways as routing clients as well. This carries a number of advantages, not the least of which is that call traffic can be handled over the IP network rather than by the PSTN carrier, which reduces costs and can provide greater network bandwidth. Unified CVP supports all the features of existing PSTNs and adds additional features. For example, Unified CVP provides a Voice Response Unit (VRU) platform, which includes the ability to prompt for and collect basic data from the caller before delivering the call. Unified CVP enhances this traditional PSTN feature with the use of its own VoiceXML Interactive Voice Response (IVR) application platform. Also, Unified CVP can "park" calls by providing some voice prompts or hold music to callers who are waiting in queue for an agent in Unified ICME. A typical deployment of the Unified CVP solution requires operating, administering, managing, and provisioning multiple servers and IOS components. The Operations Console is a web-based console that enables users to centrally operate, administer, maintain, and provision the Unified CVP solution. 7

10 Introduction Chapter 1: - The Unified CVP System Key Features and Benefits Unified CVP is a web-based platform that provides carrier-class Interactive Voice Response (IVR) and Internet Protocol (IP) switching services over Voice Over IP (VoIP) networks. Unified CVP includes these features: IP-based services: Switching. Unified CVP can transfer calls over an IP network. Takeback. Unified CVP can take back a transferred call for further IVR treatment or transfer. IVR Services. The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service," for example. Queuing. Calls can be "parked" on Unified CVP for prompting or music on hold, while waiting for a call center agent to be available. Voice Enabled IVR Services. Unified CVP provides for sophisticated self-service applications, such as banking, brokerage, or airline reservations. Compatibility with Other Cisco Call Routing and VoIP Products. Specifically, Cisco Unified Intelligent Contact Management Hosted or Cisco Unified Intelligent Contact Management Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center (IPCC). Compatibility with the Public Switch Telephone Network (PSTN). Calls can be moved onto an IP-based network for Unified CVP treatment and then moved back out to a PSTN for further call routing to a call center. Carrier-Class Platform. Unified CVP is a reliable, redundant, and scalable platform, which allows it to work with service provider and large enterprise networks. Reporting. Unified CVP stores detailed call records in a reporting database using a well-documented schema. You can generate detailed and summary custom reports using presentation tools, such as, Crystal Reports. Unified CVP also provides some pre-defined Crystal Report templates. Operations Console. A web-based console from which you can centrally operate, administer, maintain, and provision the Unified CVP solution. Call Routing Support. Unified CVP provides call routing services for SIP (RFC 3261) and H.323 protocols. Existing customers can continue to use H.323 call services. Or, they can migrate to SIP over time. The Unified CVP solution can run as a hybrid, directing both SIP and H.323 calls until all call flows are switched over to SIP. VoiceXML Services. Unified CVP provides a platform for developing powerful, speech-driven interactive applications accessible from any phone. 8

11 Chapter 1: The Unified CVP System Using the Operations Console The VoiceXML platform includes: The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server that dynamically drives the caller experience. The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the rapid creation of advanced voice applications. See Also Using the Operations Console (page 9) Using the Control Center (page 17) Using the Operations Console The Operations Console is a web-based interface from which you can configure the Unified CVP components in the Unified CVP solution. You can also monitor all components in the Unified CVP solution. You can manage the following components directly from the Operations Console: CVP Call Server CVP Reporting Server VXML Server VXML Server (standalone) The Operations Console manages component configurations. It provides web-based interfaces for mapping and summarizing the solution network configuration, setting and displaying configuration information on a batch or per-node basis, and storing local copies of those configurations. The Operations Console also provides the ability to distribute Call Studio applications to VXML Servers. Finally, the Operations Console provides basic visual indications as to which managed components are functioning properly and which are having problems. Use the buttons and menus in the Operations Console to navigate through the web pages. The browser buttons are not supported. The Operations Console provides access to the following operations: Troubleshooting - You can use Support Tools, which provides the ability to retrieve and process trace logs from most components, plus the ability to set or reset trace levels on those components. Health Monitoring - You can use any SNMP-standard monitoring tool to get a detailed visual and tabular representation of the health of the solution network. All Unified CVP product components and most Unified CVP solution components also issue SNMP traps and 9

12 Using the Operations Console Chapter 1: - The Unified CVP System statistics which can be delivered to any standard SNMP management station or monitoring tool. Direct administration of individual IOS-based components - Administrators can select an individual gateway, gatekeeper, or content services switch for direct administration using secure shell (ssh). Configurations which are modified in this way, or which are modified by directly accessing those components without using the Operations Server can be uploaded to the Operations Server backup and later use. You can perform the following tasks to get started with the Operations Console: Logging in to the Operations Console (page 10) Using the Cisco Unified Customer Voice Portal Page (page 11) Getting Acquainted with the Operations Console Menus (page 12) Where to Find More Information (page 15) Logging out from the Operations Console (page 16) Using the Control Center (page 17) Logging In to the Operations Console To log in to the Operations Console, perform the following procedure: Before You Begin If this is the first time you are logging in to the Operations Console after installing Unified CVP software, you will need the password for the default Administrator account that was created during installation. The inactivity session timeout for the Operations Console (when no activity is performed in the browser) is set to 20 minutes. If the browser is inactive for more than 20 minutes, you are required to login again. To log in to the Operations Console: From the web browser, enter where ServerIP is the IP address of the machine on which the Operations Console is installed. The main Cisco Unified Customer Voice Portal page displays. Enter your user ID in the Username field. 10

13 Chapter 1: The Unified CVP System Using the Operations Console The first time you log in after installing Unified CVP software, enter Administrator, the default user account. In the Password field, enter your password. If you are logging in to the default Administrator account, enter the password that was set for this account during installation. If the user ID or password is invalid, the Operations server displays the message, "Invalid Username or password." Click the link, enter your user ID and password again and click OK. The main Cisco Unified Customer Voice Portal page displays. Default security settings can prevent users from using the Operations Console. Check your security policy and, if needed, change the settings to a less restrictive level. See Also Logging Out From the Operations Console (page 16) Using the Cisco Unified Customer Voice Portal Page The main Cisco Unified Customer Voice Portal page is displayed when you log in to the Operations Console. Navigation to the entire website is provided with the menu bar at the top of the screen. The Window Header The window header, which displays at the top of each Operations Console window, contains the following fields: Window header fields: Logged in as - Link to the user account for the user who is currently logged in. My Account (page 12) - The name of the user who is currently logged in. Logout (page 16) - Logs you out from the console. About - Displays the Welcome window. See Also Getting Acquainted with the Operations Console Menus (page 12) Where to Find More Information (page 15) 11

14 Using the Operations Console Chapter 1: - The Unified CVP System My Account The My Account screen displays the settings for the account of the user who is currently logged in. From this screen you can perform the following tasks: Configuring General User Information (page 181) You can view the device pools and user groups to which you are assigned. For more information on changing these assignments, see the following topics: Assigning a User to a Device Pool (page 182) Assigning a User to a User Group (page 183) Getting Acquainted with the Operations Console Menu Options Use the Operations Console menu options to configure Unified CVP components and users. Note: Selecting an item from the menu bar launches the respective page. Menu System Options Control Center Device Pool Import System Configuration Export System Configuration Use To View the status of the Cisco Unified Customer Voice Portal environment in a network control center. View the status and statistics by Device Type or Device Pools, logical groups of devices in the Cisco Unified Customer Voice Portal solution. Initiate Start, Shutdown, or Graceful Shutdown actions on devices in the control center. Create, modify, and delete device pool names and descriptions for logical groups of devices (for example, all devices located in a geographical region). Import a previously-saved Operations Console Server configuration file and apply it to the current system. Save and export all configuration information for the Operations Console Server to a single file on your local computer. 12

15 Chapter 1: The Unified CVP System Using the Operations Console Menu Options Use To You can later use this file to: Configure another Operations Console Server without having to individually reconfigure each module. Restore an Operations Console Server during disaster recovery. Device Management CVP Call Server CVP Reporting Server VXML Server VXML Server (standalone) Configure Call Server general and infrastructure settings; specify call services settings for each deployment model; associate Call Servers with device pools; apply licenses to a Call Server. Configure Reporting Server general and infrastructure settings; associate Reporting Servers with Call Servers; specify reporting properties; associate Reporting Servers with device pools. Perform Reporting database administration: schedule database backups and purges; manage database and reporting user names and passwords; apply licenses to a Reporting Server. Configure VXML Server general and infrastructure settings; specify primary and backup Call Servers; enable VXML Server reporting and specify VoiceXML data filters; associate VXML Servers with device pools; apply licenses and transfer scripts to a VXML Server. Configure VXML Server (standalone) general settings; associate VXML Server (standalone) with device pools; and apply licenses and transfer scripts to a VXML Server (standalone). Note: A VXML Server (standalone) handles calls that arrive through a VoiceXML gateway. No statistics are provided when the also you cannot configure a database to VXML Server is configured this way, and capture data from VXML Server (standalone) applications. Gatekeeper Gateway Configure Gatekeeper general settings and associate Gatekeepers with device pools; execute a subset of IOS commands; view gatekeeper statistics. Configure Gateway general settings; associate Gateways with device pools; execute a subset of IOS commands; view gateway statistics. 13

16 Using the Operations Console Chapter 1: - The Unified CVP System Menu Options Content Services Switch Use To Configure CSS general settings, associate a CSS with device pools, and execute a subset of IOS commands. Note: A Content Services Switch (CSS) provides load-balancing services for servers. Speech Server Configure Speech Server general settings and associate a Speech Server with device pools. Note: A Speech Server provides speech recognition and synthesis services. Media Server Configure Media Server general settings and associate a Media Server with device pools. Note: A Media Server administers the media files that contain messages and prompts callers hear. User Management Bulk Administration SNMP Unified CM ICM Server SIP Proxy Server Device Past Configurations User Roles User Groups Users File Transfer V1/V2c Configure Unified CM general settings; specify the URL to the Unified CM Device Administration page; associate the Unified CM with device pools. Configure ICM Server general settings and associate the ICM Server with device pools. Configure SIP Proxy Server general settings; specify the URL to the SIP Proxy Server Device Administration page; and associate the SIP Proxy Server with device pools. Review and Restore past device configurations. Create, modify, and delete user roles. Assign SuperUser, Administrator, or Read Only access privileges to roles. Create, modify, and delete user groups. Assign roles to user groups. Manage Unified CVP users, assign them to groups and roles. Transfer license files and script files to multiple devices at a time. Configure the SNMP agent that runs on the Unified CVP device to use the V1/V2 SNMP protocol to communicate with an SNMP management station; add and delete SNMP V1/V2c community strings; configure a destination to receive SNMP notifications from an SNMP management station; associate community strings with device. 14

17 Chapter 1: The Unified CVP System Using the Operations Console Menu Tools Help Options V3 System Group SNMP Monitor Support Tools Configure Contents This Page About Use To Configure the SNMP agent that runs on the Unified CVP device to use the V3 SNMP protocol to communicate with an SNMP management station; add and delete SNMP users and set their access privileges; configure a destination to receive SNMP notifications from an SNMP management station; associate SNMP users with devices. Configure the MIB2 System Group system contact and location settings; associate the MIB2 System Group with devices. Launch the SNMP Monitor application in a new browser window. Launch the Support Tools application in a new browser window. Specify the URLs that launch the SNMP Monitor and Support Tools applications. Display the table of contents for the help system. Display help on the current screen. Display the version of the help system. Where to Find More Information For More Information on... The versions of software and hardware that are required and compatible with the Unified CVP solution System requirements, features of the release, packaging information, limitations and restrictions, and a list of known defects The Operations Console Online Help describes how to use the Operations Console to configure and perform basic monitoring of the components that make up the Unified CVP solution. For design considerations and guidelines for deploying enterprise network solutions that incorporate Cisco Unified Customer Voice Portal software, refer to the Cisco Unified Customer Voice Portal Release 4.x Solution Reference Network Design (SRND) ( US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html). The following table lists the documents available in the Unified CVP documentation set. Refer to... Hardware and Software System Specification for Cisco Unified Customer Voice Portal Software Release 4.1(1) 1 Release Notes for Cisco Unified Customer Voice Portal, Release 4.1(1) 2 Installing Unified CVP software, performing Installation and Upgrade Guide for Cisco Unified Customer Voice an initial configuration, and upgrading from Portal 3 earlier versions of Unified CVP software 1) 2) 3) 15

18 Using the Operations Console Chapter 1: - The Unified CVP System For More Information on... Setting up, running, and administering the Unified CVP product, including associated configuration Configuring the Reporting Server and Reporting Database and using report templates to generate reports Isolating and solving problems in the Unified CVP solution Using the Call Studio environment and deploying applications to the Cisco Unified CVP VXML Server Configuration options for all Say It Smart plugins Building components that run on the Cisco Unified CVP VXML Server The ports used by Unified CVP software components. Refer to... Configuration and Administration Guide for Cisco Unified Customer Voice Portal 4 Reporting Guide for Cisco Unified Customer Voice Portal 5 Troubleshooting Guide for Cisco Unified Customer Voice Portal 6 User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio 7 Say It Smart Specifications for Cisco Unified CVP VXML Server and Cisco Unified Call Studio 8 Programming Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio 9 Port Utilization Guide for Cisco Unified Customer Voice Portal Software Release 4.1(1) 10 You can also find additional background information on these related products and technologies: The Cisco Security Agent for Cisco Unified Customer Voice Portal - Cisco Security Agent Installation/Deployment Guide for Cisco Unified Customer Voice Portal, Release 4.0(1) Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet ( Simple Network Management Protocol (SNMP) - Cisco Support Tools - Cisco Support Tools User Guide for Cisco Unified Software, Release 2.1(1) Logging Out From the Operations Console To log out from the Operations Console, perform the following procedure: 4) 5) 6) 7) 8) 9) 10) 16

19 Chapter 1: The Unified CVP System Using the Control Center To log out from the Operations Console: Click Logout in the screen header at the top of the screen. You will be logged out and the main Cisco Customer Voice Portal page displays. See Also Logging In to the Operations Console (page 10) Using the Control Center Use the control center to view and manage the devices in the Cisco Unified CVP solution from a central place. You can view the status of an individual device or all the devices that belong to a group of devices. You can also shut down and start VXML, Reporting, and Call Servers and view detailed statistics for each of these devices. You can perform the following tasks from the Control Center: Viewing Devices by Type (page 17) Viewing Devices by Device Pool (page 18) Viewing Device Status (page 19) Viewing Device Pool Statistics (page 36) Sorting Servers by Network Up Status (page 38) Starting a Server (page 39) Shutting Down a Server (page 40) Viewing Devices by Type You can view groups of devices by type (for example, Call Server, Reporting Server, or Gatekeeper). Devices of the selected device type are listed in the right pane of the Control Center. To view devices by type: 17

20 Using the Control Center Chapter 1: - The Unified CVP System Choose System > Control Center. The Control Center window opens. Select the Device Type tab. Devices types are listed in the Device Type tab. Select the type of device to display. Only devices of the selected type are listed in the Devices tab in the right pane. See Also Starting a Server (page 39) Shutting Down a Server (page 40) Editing a Device Configuration (page 39) Viewing Device Status (page 19) Viewing Devices by Device Pool You can view groups of devices by device pool (for example, the devices in the San Jose pool). If a device belongs to more than one device pool, that device is listed in each device pool. To view devices by device pool: Choose System > Control Center. The Control Center window displays all devices in the Operations Console on the general tab. Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool are displayed in the right pane. Note: If the device list is long, use the scroll bar to move through the list. You can sort the listed devices by Hostname, IP Address, Device Type, Status, or Active Calls by clicking the desired column header. Only the devices listed on the current page are sorted. For example, if you select a Call Server device pool and sort by clicking the IP Address column header, the Call Servers displayed on the current screen are sorted by IP address. Select the Pool Statistics tab to view aggregate statistics for Unified CVP servers, grouped by device pool. 18

21 Chapter 1: The Unified CVP System Using the Control Center Select the desired refresh interval from the Refresh drop-down menu. By default, pool statistics are not refreshed. Step 5 Click on an individual device in a device pool to display or edit the device configuration. See Also Starting a Server (page 39) Shutting Down a Server (page 40) Editing a Device Configuration (page 39) Viewing Device Status (page 19) Viewing Device Status You can view the devices in a particular device pool by choosing Control Center from the System menu and then selecting the Device Pool tab and choosing a device pool. You can also view a particular type of device by selecting the Device Type tab and choosing a device type. You can refresh the device status by clicking Refresh. The status for the selected devices is displayed in the General tab. The status of IOS devices, Unified CM, ICM servers, and SIP proxy servers is listed as N/A (Not Applicable) because the Operations Console does not monitor these devices. Table 1: Device Status Fields in the Control Center The following table describes the device status fields: Field Hostname IP Address Device Type Actions Description The hostname assigned to the device. IP address for the server. The category of the device, for example: Call Servers, Reporting Servers, or VXML Servers. Icons that indicate operations that you can perform on a selected device. Not all actions are available for all devices. Available actions include: Statistics - Data on current activities and activities that occur during an interval. Unapplied Changes - Indicates that configuration changes that have been saved to the Operations Console database have never been applied to the device. Link to an External Administration Page - Displays a web-based administration page from which you can administer a server. Available for Unified CM, SIP proxy servers, and ICM Servers. 19

22 Using the Control Center Chapter 1: - The Unified CVP System Field Status Description The current operating status for a selected device. Call Servers, Reporting Servers, and VXML Servers can report one of the following statuses. Device Status Up - The Device is up and running. If the device is a Call Server, all services are running and report a running status. Down - Device is not running. If the device is a Call Server, all services have not reported a running status. In the case of an IOS device, the device did not respond to a ping. Partial - Call Servers can report partial status, which means that at least one of the services is down. Reporting Server also indicate a partial status, if the reporting data buffer file is full, and all new messages are written in memory in a buffer queue. Click on this status to view a tool tip describing the problem. If the device status is Partial, the status of the individual services are shown in the Partial state Details. Partial state includes: Disabled - The service has not been configured. Starting - The service is starting. In Service- The service is running. In Service: Warning Threshold Reached - The service is running and the warning threshold has been reached. In Service: Critical Threshold Reached - The service is running and the critical threshold has been reached. Partial Service - The service has been configured and started, but is not running at full service. Common reasons are: waiting on dependency (IVR and SIP wait for ICM to connect to the VRU PIM), not licensed, license usage critical. Stopping - The service is stopping. Stopped - The service is not running. Unreachable - The Operations Console cannot connect to the device or the device has an invalid configuration. A device configuration can become invalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. Not Reachable - The device is unreachable. This could be the result of a network error, for example, a disable gateway. Active Calls The number of currently active calls for Call Servers, VXML Server, and VXML Server (standalone). Active calls do not apply to Unified CM, ICM servers, Speech servers, or SIP proxy servers. Active calls are reported only for devices that are in the Up state. For VXML 20

23 Chapter 1: The Unified CVP System Using the Control Center Field Description Servers, active calls are only reported whena VoiceXML application containing a RegICMLabel element is deployed on the VXML Server. If the Call Studio application does not contain a ReqICMLabel element, you must enable data feed logging on the VXML Server. Refer to the User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio for more information on configuring data feed logging in the Call Studio environment. Viewing Device Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. To view device statistics: Choose System > Control Center. From the Device Type tab in the left pane, choose the type of device for which you want to view statistics. Devices of the selected type are displayed in the General tab in the right pane. From the General tab, select a device by checking the radio button preceding it. Select Statistics either in the Actions column or in the toolbar. Statistics for the selected device are reported in a new statistics result window. All event statistics, except gatekeeper and gateway statistics, are sent to an SNMP manager, if one is configured. You can configure event statistics by editing the Log Messages XML File (page 110) on the server. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. See Also Infrastructure Statistics (page 22) ICM Service Call Statistics (page 25) IVR Service Call Statistics (page 27) SIP Service Call Statistics (page 29) Gatekeeper Statistics (page 31) Gateway Statistics (page 32) VXML Server Statistics (page 33) 21

24 Using the Control Center Chapter 1: - The Unified CVP System Reporting Statistics (page 35) Viewing Infrastructure Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. To view infrastructure statistics: Choose System > Control Center. Select the Device Type tab. Choose the type of device for which you want infrastructure statistics. Devices of the selected type are listed in the right pane in the General tab. Step 5 Step 6 Select the device by checking the radio button preceding it. Select Statistics in the toolbar. Select the Infrastructure tab. Statistics for the selected device are reported in a new window. All event statistics, except gatekeeper and gateway statistics, are sent to an SNMP manager, if one is configured. You can configure event statistics by editing the Log Messages XML File on the server. The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslog server) and possible resolution for Unified CVP log messages. See Also Infrastructure Statistics (page 22) Editing the Log Messages XML File (page 110) Infrastructure Statistics Unified CVP infrastructure statistics include realtime and interval data on the Java Virtual Machine (JVM), threading, and Licensing. You can access these statistics by choosing Control Center from the System menu and then selecting a device. See Viewing Infrastructure Statistics (page 22) for more information. 22

25 Chapter 1: The Unified CVP System Using the Control Center Access infrastructure statistics either by: Choosing System > Control Center, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab. Selecting a device type from the Device Management menu, selecting a device, clicking the Statistics icon in the toolbar, and then selecting the Infrastructure tab. Table 2: Licensing Statistics The following table describes Licensing statistics. Statistic Realtime Statistics Port Licenses Available Current Port Licenses in Use Current Port Licenses State Interval Statistics Start Time Duration Elapsed Interval Duration Total New Port License Requests Average License Requests/Minute Maximum Port Licenses Used Aggregate Statistics Start Time Duration Elapsed Total New Port License Requests Description The number of port licenses available for the processing of new calls. Exactly one port license is used per call, independent of the call's traversal through the individual call server services. The number of port licenses currently in use on the call server. Exactly one port license is used per call, independent of the call's traversal of the individual call server services. The threshold level of port license usage. There are four levels: safe, warning, critical and failure. An administrator may set the required percentage of port licenses in use needed to reach a given threshold level, with the exception of the failure level which is reached when the number of ports checked out is equal to the total number of licenses ports. The time the system started collecting statistics for the current interval. The amount of time that has elapsed since the start time in the current interval. The interval at which statistics are collected. The default value is 30 minutes. The number of port license checkout requests made in the current interval. For each port license checkout request, whether it checks out new port license or not, this metric is increased by one. The average number of port license checkout requests made per minute in the current interval. This metric is calculated by dividing the port license requests metric by the number of minutes elapsed in the current interval. The maximum number of port licenses used during this time interval. The time the service started collecting statistics. The amount of time that has elapsed since the service start time. The number of port license checkout requests made since the system was started. For each port license checkout request, whether it checks out new port license or not, this metric is increased by one. 23

26 Using the Control Center Chapter 1: - The Unified CVP System Statistic Average License Requests /Minute Peak Port Licenses Used Total Denied Port License Requests Description The average number of port license checkout requests made per minute since the system was started. This metric is calculated by dividing the aggregate port license requests metric by the number of minutes elapsed since the system was started. The peak number of simultaneous port licenses used since the start of the system. When a port checkout occurs, this metric is set to the current port licenses in use metric if that value is greater than this metric's current peak value. The number of port license checkout requests that were denied since the start of the system. The only reason a port license checkout request would be denied is if the number of port licenses checked out at the time of the request is equal to the total number of port license available. When a port license checkout is denied, the call does not receive regular treatment (the caller may hear a busy tone or an error message). Table 3: Thread Pool Realtime Statistics The following table describes thread pool system statistics. The thread pool is a cache of threads, used by Unified CVP components only, for processing of relatively short tasks. Using a thread pool eliminates the waste of resources encountered when rapidly creating and destroying threads for these types of tasks. Statistic Realtime Statistics Idle Threads Running Threads Core Threads Maximum Threads Peak Threads Used Description The number of idle threads waiting for some work. The number of running thread pool threads currently processing some work. The number of thread pool threads that will never be destroyed no matter how long they remain idle. The maximum number thread pool threads that will ever exist simultaneously. The peak number of thread pool threads ever simultaneously tasked with some work to process. The following table describes Java Virtual Machine statistics. Table 4: Java Virtual Machine (JVM) Realtime Statistics Statistic Realtime Statistics Peak Memory Usage Current Memory Usage Total Memory Description The greatest amount of memory used by the Java Virtual machine since startup. The number reported is in megabytes and indicates the peak amount of memory ever used simultaneously by this Java Virtual Machine. The current number of bytes of memory used by the Java Virtual Machine. The total amount of memory in megabytes available to the Java Virtual Machine. The number reported is in bytes and indicates the how much system memory is available for use by the Java Virtual Machine. 24

27 Chapter 1: The Unified CVP System Using the Control Center Statistic Available Memory Threads in Use Peak Threads in Use Uptime Description The amount of available memory in the Java Virtual Machine. The number reported is in bytes and indicates how much of the current system memory claimed by the Java Virtual Machine is not currently being used. The number of threads currently in use in the Java Virtual Machine. This number includes all of the Unified CVP standalone and thread pool threads as well as those threads created by the Web Application Server running within the same JVM. The greatest amount of threads ever used simultaneously in the Java Virtual Machine since startup. The peak number of threads ever used by the Java Virtual Machine includes all Unified CVP standalone and thread pool threads as well as threads created by the Web Application Server running within the same JVM. The length of time that the Java Virtual Machine has been running. This time is measured in hh:mm:ss and shows the amount of elapsed time since the Java Virtual Machine process began executing. ICM Service Call Statistics The ICM Service call statistics include data on calls currently being processed by the ICM service, new calls received during a specified interval, and total calls processed since start time. You can access these statistics by selecting the CVP Call Server from the Device Management menu, selecting a Call Server, and then selecting the Statistics icon. Access ICM Service statistics either by: Choosing System > Control Center, selecting a CVP Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab. Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the Statistics icon in the toolbar, and then selecting the ICM tab. Table 5: ICM Service Call Statistics The following table describes ICM Service call statistics. Statistic Realtime Statistics Active Calls Active SIP Call Legs Active H.323 Call Legs Description The current number of calls being serviced by the ICM Server for a Unified CVP Call Server. This value represents a count of calls currently being serviced by the ICM for the Unified CVP Call Server for follow-on routing to a Contact Center agent. The ICM Server can accept Voice over IP (VoIP) calls that originate using either the Session Initiation Protocol (SIP) or H.323 protocol. Active SIP Call Legs indicates the current number of calls received by the ICM Server from the Unified CVP Call Server using the SIP protocol. The ICM Server can accept Voice over IP (VoIP) calls that originate using either the Session Initiation Protocol (SIP) or H.323 protocol. Active H

28 Using the Control Center Chapter 1: - The Unified CVP System Statistic Active VRU Call Legs Active ICM Lookup Requests Interval Statistics Start Time Duration Elapsed Interval Duration New Calls SIP Call Legs H.323 Call Legs VRU Call Legs ICM Lookup Requests Aggregate Statistics Start Time Duration Elapsed Total Calls Total SIP Call Legs Description Call Legs indicates the current number of calls received by the ICM Server from the Unified CVP Call Server using the H.323 protocol. The current number of calls receiving Voice Response Unit (VRU) treatment from the ICM Server. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED) or Speech Recognition Techniques to understand the customer request. Calls originating from an external VXML Server need call routing instructions from the ICM Server. Active Lookup Requests indicates the current number of external VXML Server call routing requests sent to the ICM Server. The time at which the current interval has begun. The amount of time that has elapsed since the start time in the current interval. The interval at which statistics are collected. The default value is 30 minutes. The number of new calls received by the Intelligent Contact Management (ICM) application for follow-on Voice Response Unit (VRU) treatment and routing to a Contact Center agent during the current interval. The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP) or H.323 Protocol. Interval SIP Call Legs is an interval specific snapshot metric indicating the number of calls received by the ICM application via SIP during the current interval. The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation Protocol (SIP) or H.323 Protocol. Interval H.323 Call Legs is an interval specific snapshot metric indicating the number of calls received by the ICM application via the H.323 protocol during the current interval. The number of calls receiving Voice Response Unit (VRU) treatment from the Intelligent Contact Management (ICM) application. The VRU treatment includes playing pre-recorded messages, asking for Caller Entered Digits (CED) or speech recognition techniques to understand the customer request during the current interval. Calls originating in an external VXML Server need call routing instructions from the Intelligent Contact Management (ICM) application. Interval Lookup Requests is an interval specific metric indicating the number of external VXML Server call routing requests sent to the ICM application during the current interval. The time the service started collecting statistics. The amount of time that has elapsed since the service start time. The total number of new calls received by the Intelligent Contact Management (ICM) application for follow-on Voice Response Unit (VRU) treatment and routing to a Contact Center agent since system start time. The Intelligent Contact Management (ICM) application has the ability to accept Voice over IP (VoIP) calls that originate via the Session Initiation 26