Operations Console Online Help for Cisco Unified Customer Voice Portal Release 7.0(1)

Transcription

1 Operations Console Online Help for Cisco Unified Customer Voice Portal Release 7.0(1) February 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright  1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCVP, Cisco Eos, Cisco StadiumVision, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn is a service mark; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, 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, Collaboration Without Limitation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Event Center, 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, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, 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. (0801R) 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 2008 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...10 Logging In to the Operations Console...11 Using the Cisco Unified Customer Voice Portal Page...12 Getting Acquainted with the Operations Console Menu Options...13 Where to Find More Information...16 Logging Out From the Operations Console...17 Using the Control Center...18 Viewing Devices by Type...18 Viewing Devices by Device Pool...19 Viewing Device Status...20 Viewing Device Statistics...24 Viewing Infrastructure Statistics...25 Infrastructure Statistics...26 ICM Service Call Statistics...29 IVR Service Call Statistics...31 SIP Service Call Statistics...33 Gatekeeper Statistics...35 Gateway Statistics...36 VXML Server Statistics...37 Video Media Server Statistics...39 Reporting Server Statistics...40 Viewing Pool Statistics...41 Pool Statistics Tab...42 Sorting Servers...42 Editing a Device Configuration...43 Starting a Server...43 Shutting Down a Server...44 Using Device Pools...45 Adding a Device Pool...46 Editing a Device Pool...46 Deleting a Device Pool...47 Adding or Removing a Device from a Device Pool...48 Finding a Device Pool...49 Importing an Operations Console Configuration Exporting an Operations Console Configuration Error Handling Managing Devices...53 Viewing Device Properties...53 Offline View...53 Online View...54 Viewing Device Information...54 Finding a Device...55 i

4 ...55 Getting Device Statistics...56 Unified CVP Licensing...56 Configuring a Call Server...58 Adding a Call Server...59 Deleting a Call Server...85 Editing a Call Server...86 Finding a Call Server...87 Viewing Call Server Statistics...88 Call Server Configuration Settings...89 Applying a License to a Call Server...90 Configuring a Reporting Server...91 Adding a Reporting Server...92 Editing a Reporting Server...96 Deleting a Reporting Server Finding a Reporting Server Applying a License to a Reporting Server Configuring a VXML Server Adding a VXML Server 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 Adding a Gateway ii

5 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 Video Media Server Adding a Video Media Server Editing a Video Media Server Configuring Video Media Server Infrastructure Settings Video Media Server Configuration Settings Adding and Removing a Video Media Server from a Device Pool Deleting a Video Media Server Finding a Video Media Server Viewing Video Media Server Statistics Launching the Video Media Server Administration Interface Using the Video Media Server Administration Interface Copying Video Files to the Video Media Server Adding or Editing Metadata Deleting Metadata Metadata Configuration Settings Searching Metadata Sorting the Media List Filtering the Media List Browsing the Media Library iii

6 Previewing a Video File 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 Adding IVP Server to Operations Console Adding an IVP Server Editing an IVP Server IVP Server Configuration Settings Adding and Removing an IVP Server from a Device Pool Deleting an IVP Server Finding an IVP Server Device Past Configurations Finding a Device Past Configuration Viewing Past Device Configurations Applying Past Device Configurations Device Versions 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 iv

7 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 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 v

8 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 Glossary Index vi

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 8

11 Chapter 1: The Unified CVP System Introduction Management Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center (IPCC). Compatibility with Cisco Unified Communications Manager (Unified CM). Unified CM manages and switches VoIP calls among IP phones. When combined with Unified ICME, Unified CM becomes the IPCC product. 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 design and run custom reports using the ODBC-compliant reporting tool of your choice. Operations Console. A web-based console from which you can centrally operate, administer, maintain, and provision the Unified CVP solution. Video Support. Unified CVP, coupled with Radvision Corporation's icontact platform, provides video self-service and queuing integrated with Cisco Unified Contact Center Enterprise. 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. 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 10) Using the Control Center (page 18) 9

12 Using the Operations Console Chapter 1: - The Unified CVP System 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 monitor and manage the following Unified CVP components directly from the Operations Console: CVP Call Server CVP Reporting Server CVP VXML Server CVP VXML Server (standalone) CVP Video Media Server The Operations Console manages component configurations. It also provides the ability to distribute Call Studio applications to VXML Servers, perform Reporting DB administration, and deploy licenses to all of the CVP devices listed above. 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 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. 10

13 Chapter 1: The Unified CVP System Using the Operations Console You can perform the following tasks to get started with the Operations Console: Logging in to the Operations Console (page 11) Using the Cisco Unified Customer Voice Portal Page (page 12) Getting Acquainted with the Operations Console Menus (page 13) Where to Find More Information (page 16) Logging out from the Operations Console (page 17) Using the Control Center (page 18) 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 or hostname 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. 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." Enter your user ID and password again and click OK. 11

14 Using the Operations Console Chapter 1: - The Unified CVP System The main Cisco Unified Customer Voice Portal page displays. Step 4 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 17) 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 215) 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 216) Assigning a User to a User Group (page 217) 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 - User account for the user who is currently logged in. My Account (page 12) - User who is currently logged in. Logout (page 17) - Logs you out from the console. About - Displays the Welcome window. 12

15 Chapter 1: The Unified CVP System Using the Operations Console See Also Getting Acquainted with the Operations Console Menus (page 13) Where to Find More Information (page 16) 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 Device Management Options Control Center Device Pool Import System Configuration Export System Configuration CVP Call Server CVP Reporting Server 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. You can later use this file to restore an Operations Console Server during disaster recovery. Configure Call Server general and infrastructure settings; specify call services settings for each deployment model; associate Call Servers with device pools, SIP Proxy Server, or IVP; 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. 13

16 Using the Operations Console Chapter 1: - The Unified CVP System Menu Options CVP VXML Server CVP VXML Server (standalone) Use To 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 VXML Server is configured this way.) Also, you cannot configure a database to and capture data from VXML Server (standalone) applications. CVP Video Media Server Configure Video Media Server general and infrastructure settings and associate a Video Media Server with device pools. Also, the Video Media Server Administration interface is launched from here. Note: A Video Media Server stores, annotates, and retrieves video media files. Gatekeeper Gateway Content Services Switch Configure Gatekeeper general settings and associate Gatekeepers with device pools; execute a subset of IOS commands; view gatekeeper statistics; and transfer files. Configure Gateway general settings; associate Gateways with device pools; execute a subset of IOS commands; view gateway statistics; and transfer files. Configure CSS general settings; associate a CSS with device pools; execute a subset of IOS commands; and transfer files. Note: A Content Services Switch (CSS) provides load-balancing services for servers. Speech Server Configure Speech Server general settings; associate a Speech Server with device pools; and transfer licenses. Note: A Speech Server provides speech recognition and synthesis services. 14

17 Chapter 1: The Unified CVP System Using the Operations Console Menu Options Media Server Use To 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 IVP Server Device Past Configurations Device Versions User Roles User Groups Users File Transfer V1/V2c V3 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. Configure IVP Server general settings and associate the IVP Server with device pools. Review and Restore past device configurations. View version information for the Call Server, Reporting Server, VXML Server, VXML Server (standalone), and Video Media Server. 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. 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. 15

18 Using the Operations Console Chapter 1: - The Unified CVP System Menu Tools Help Options System Group SNMP Monitor Support Tools Configure Contents This Page About Use To 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 Installing Unified CVP software, performing an initial configuration, and upgrading from earlier versions of Unified CVP software Setting up, running, and administering the Unified CVP product, including associated configuration 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 7.0 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 7.0(1) 1 Release Notes for Cisco Unified Customer Voice Portal, Release 7.0(1) 2 Installation and Upgrade Guide for Cisco Unified Customer Voice Portal 3 Configuration and Administration Guide for Cisco Unified Customer Voice Portal 4 1) 2) 3) 4) 16

19 Chapter 1: The Unified CVP System Using the Operations Console For More Information on... 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... 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 7.0(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 7.0(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 Logging Out From the Operations Console To log out from the Operations Console, perform the following procedure: To log out from the Operations Console: 5) 6) 7) 8) 9) 10) 17

20 Using the Control Center Chapter 1: - The Unified CVP System 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 11) 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, Video Media Server, 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 18) Viewing Devices by Device Pool (page 19) Viewing Device Status (page 20) Viewing Device Pool Statistics (page 41) Sorting Servers (page 42) Starting a Server (page 43) Shutting Down a Server (page 44) Viewing Devices by Type You can view groups of devices by type (for example, Call Server, Reporting Server, Video Media Server, IVP Server, or Gatekeeper). Devices of the selected device type are listed in the right pane of the Control Center. To view devices by type: Choose System > Control Center. The Control Center window opens. Select the Device Type tab. 18

21 Chapter 1: The Unified CVP System Using the Control Center 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 43) Shutting Down a Server (page 44) Editing a Device Configuration (page 43) Viewing Device Status (page 20) 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. Select the Device Pool tab and then select a device pool from the list. Devices that belong to the selected device pool display on the General tab. Sort the 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 then click the IP Address column header, the Call Servers displayed on the current screen are sorted by IP address. Step 4 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 43) 19

22 Using the Control Center Chapter 1: - The Unified CVP System Shutting Down a Server (page 44) Editing a Device Configuration (page 43) Viewing Device Status (page 20) 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. All CVP devices, Call Servers, Reporting Servers, Video Media Servers and VXML Servers, report current operating status. The status of some devices, such as IOS devices, Unified CM, ICM servers, and SIP proxy servers display as N/A (Not Applicable) because the Operations Console does not monitor these device types. Table 1: Device Status Fields in the Control Center The following tables describes fields in the Control Center. 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, Video Media Server, 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 not yet 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, Video Media Server, SIP proxy servers, and ICM Servers. Status The current operating status for a selected device. Up The Device is up and running. CVP Service Internal States In Service - The service is running. 20

23 Chapter 1: The Unified CVP System Using the Control Center Field Description 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. Down Device is not running or has no communication with local Resource Manager service. CVP Service Internal States Disabled - The service has not been configured. Stopped - The service is not running. Error Scenario (not an internal state): Where local Resource Manager service has no message bus communication with device. Error Scenario (not an internal state) - Where local Resource Manager service has no message bus communication with device. Partial One or more of the device services are functioning partially. CVP Service Internal States Starting - The service is starting. Partial Service - The service has been configured and started, but is not running at full service. Partial service may be attributed to waiting on a dependency (such as the IVR and SIP service waiting for ICM to connect to the VRU PIM), not licensed, or license usage critical. Stopping - The service is stopping. Not Reachable The device could not be reached from Operations Console. Common reasons for not reachable status are: Machine shutdown. Resource Manager service on the device is down. Security is enabled for device but invalid certificate configuration, et cetera. 21

24 Using the Control Center Chapter 1: - The Unified CVP System Sometimes, the actual device status can be resultant of more than one CVP service state for the corresponding device. For example, the CVP Call Service device status in Control Center is actually an aggregation of SIP, ICM, IVR service states. The following table describes device status that is specific to each CVP device type. 22

25 Chapter 1: The Unified CVP System Using the Control Center Table 2: CVP Device Status CVP Device Call Server Description Up All configured services (ICM/IVR/SIP) are in the In Service state and report the same to the Operations Console. Down At least one of the configured services (ICM/IVR/SIP) is deemed stopped (or disabled), and none of these services are in the Not Reachable state. Partial At least one of the configured services (ICM/IVR/SIP) is running at Partial Service, and neither of these services are in the Down or Not Reachable state. Note: If the device status is Partial, the status of the individual services are shown in the Partial state Details. Click the Partial status in Control Center to view the tool tip; it describes each service state. Not Reachable At least one of the configured services (ICM/IVR/SIP) is deemed Not Reachable. If the Call Server is configured with no services (SIP/IVR/ICM) active; its status in Control Center will always be Not Reachable. Reporting Server Up The reporting service is running as reported by Central Controller on the Call Server machine. Down If the reporting service is deemed Stopped (or disabled) as reported by Central Controller on the Call Server machine or the Resource Manager, an associated Call Server machine has no communication with Central Controller. The Resource Manager on the Call Server has not received state events from the Controller for the reporting subsystem. The Reporting Server is unable to communicate with Central Controller on the Call Server machine; Central Controller has no knowledge of state events and, therefore, cannot communicate state events to Operations Console. In either scenario, even if the Reporting Server is up and running and the Resource Manager on the Reporting server is up and running, the Operations Console will still show the status of the Reporting Server as Down when there is no communication with Centrol Controller. 23

26 Using the Control Center Chapter 1: - The Unified CVP System CVP Device Description Partial The reporting service is not in the Up, Down, or Not Reachable state. Reporting Server indicates a partial status when, for example, the reporting data buffer file is full and all new messages are written in memory in a buffer queue. Not Reachable The Operations Console is unable to communicate to the Resource Manager co-located with the associated Call Server (for example, the Resource Manager service on the device is down). VXML Server and VXML Server (standalone) In both cases, the Operations Console communicates with the Resource Manager co-located on the VXML Server (or standalone) server machine. The Resource Manager on the device runs the VXML Server status script to retrieve device status and the number of active calls. Up If the Resource Manager gets a valid number for the number of active calls after running the status script. Zero (0) is a valid number. Not Reachable In addition to all other possible reasons how the device gets Not Reachable state, the VXML Server (or standalone) get into this state if Resource Manager does not get a valid number for active calls after running status scri Video Media Server There is no Partial or Down status for VXML Servers and VXML Server (standalone). Up The device is running and reports an In Service state. Down The device is deemed stopped (or disabled). Partial The device is not in the Up, Down, or Not Reachable state. Not Reachable The device is deemed Not Reachable. Viewing Device Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. 24

27 Chapter 1: The Unified CVP System Using the Control Center To view device statistics: Step 4 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. From the Devices 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 are sent to an SNMP manager, if one is configured. 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 26) ICM Service Call Statistics (page 29) IVR Service Call Statistics (page 31) SIP Service Call Statistics (page 33) Gatekeeper Statistics (page 35) Gateway Statistics (page 36) VXML Server Statistics (page 37) Video Media Server Statistics (page 39) Reporting Statistics (page 40) Viewing Infrastructure Statistics You can view realtime, interval, and aggregate data for Unified CVP devices. To view infrastructure statistics: Choose System > Control Center. 25

28 Using the Control Center Chapter 1: - The Unified CVP System Select the Device Type tab. Choose the type of device for which you want infrastructure statistics. Devices of the selected type display in the Devices tab. Step 4 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 are sent to an SNMP manager, if one is configured. 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 Editing the Log Messages XML File (page 121) 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 25) for more information. 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 3: Licensing Statistics The following table describes Licensing statistics. Statistic Realtime Statistics Port Licenses Available 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. 26

29 Chapter 1: The Unified CVP System Using the Control Center Statistic 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 Average License Requests /Minute Peak Port Licenses Used Total Denied Port License Requests Description 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. 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). 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 27

30 Using the Control Center Chapter 1: - The Unified CVP System Table 4: Thread Pool Realtime Statistics 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 of 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 5: Java Virtual Machine (JVM) Realtime Statistics Statistic Realtime Statistics Peak Memory Usage Current Memory Usage Total Memory Available Memory Threads in Use Peak Threads in Use Uptime 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 megabytes 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 megabytes and indicates the how much system memory is available for use by the Java Virtual Machine. The amount of available memory in the Java Virtual Machine. The number reported is in megabytes 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. 28