Getting Started with Cisco Unified Customer Voice Portal 9.0(1)

Transcription

1 First Published: July 06, 2012 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 UCB's 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. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned 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. (1110R) 2014 Cisco Systems, Inc. All rights reserved.

3 CONTENTS Preface Preface ix Purpose ix Audience x Organization x Conventions xii Obtain Documentation and Submit Service Requests xiii Documentation Feedback xiii CHAPTER 1 Exercises 1 Exercise Types, Purpose, and Presentation 1 Implement Recommended Exercises 2 CHAPTER 2 Unified CVP Product and Exercise Introduction 5 Unified CVP Features 5 Call Flow Model Exercises 6 Standalone Unified CVP VXML Server Call Flow Model (HelloWorld) 7 Standalone Unified CVP VXML Server Call Flow Model (customhelloworld) 8 Standalone VXML Server Call Flow with Reporting 9 Unified CVP Comprehensive Call Flow 11 CHAPTER 3 Exercise Prerequisites, Hardware, and Software Requirements 15 Server Hardware and Software Requirements 15 Planning Prerequisites 16 Call Flow Exercise Installation Components 17 Required Exercise Dial Numbers and Access Information 18 Prerequisite Tasks Before Unified CVP Software Installation 20 Unified CVP Software Acquisition 20 iii

4 Contents Server or Virtual Server Exercise Setup 21 Install Simple Network Management Protocol (SNMP) 21 CHAPTER 4 IP Phone Exercise Setup 23 Exercise Modification for VoIP Phones Using Unified CM 23 Define Trunk for Getting Started Exercises 24 Define Route Patterns 27 Modify Gateway Standalone Template Example for Getting Started Exercises 29 CHAPTER 5 Unified CVP Component Installation 33 About Unified CVP Component Installation 33 Install CVP Components 33 CHAPTER 6 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) 39 Unified CVP VXML Server Standalone Configuration Exercise 39 Sign In to All-in-One-Box Server and Start Operations Console 40 Standalone VXML Server Additions to Operations Console 41 Add Standalone VXML Server 41 Voice Gateway Setup for VXML Server Calls 43 Add Voice Gateway to Operations Console 44 Transfer Bootstrap and.wav Files to Gateway 46 Back Up Existing Voice Gateway Running Configuration 47 Copy Configuration Changes to Operations Console 47 Push Configuration Changes to Gateway and Verify Success 48 Save New Running Configuration to Startup Configuration File 49 Load New Voice Gateway Application Services 49 Test Call to Complete Exercise 50 Test POTS or VoIP Call 50 CHAPTER 7 Unified Call Studio Installation 53 Install Cisco Unified Call Studio 53 CHAPTER 8 Call Studio Custom Voice Application 55 Unified Call Studio Custom Voice Application Additions 55 Call Studio Custom Voice Application Addition Prerequisites 56 iv

5 Contents Start Unified Call Studio 56 Create New Unified Call Studio Project 56 Create and Validate Voice Application Call Flow 57 Deploy Custom Unified Call Studio Application to Folder 61 Deploy Custom Unified Call Studio Application on VXML Server 64 Test Custom Unified Call Studio Voice Application Call 66 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise 66 CHAPTER 9 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise 69 Unified CVP VXML Server with Reporting 69 VXML Server with Reporting Exercise Prerequisistes 70 Identify and Set Up CVP Call Server 70 Add Unified CVP Reporting Server to Operations Console 73 Remove and Replace Existing Standalone VXML Server Definition 74 View Added Server States 75 Set Up VXML Server to Send Call Data 76 Check Running Status of Servers and Restart VXML Server 76 Place Call to Request Custom Voice Application 77 Verify Reporting Server Receives VXML Event 78 Add Reporting User 78 Access cvp_data Informix Database Using Dbaccess 79 Query cvp_data Database 80 CHAPTER 10 Comprehensive Call Flow Model Exercise 83 About Comprehensive Call Flow Model Exercise 83 Comprehensive Call Flow Design Elements and Sections 85 CVP Comprehensive Call Flow Exercise Prerequisites 86 Section A: Ingress Gateway/Voice Browser Setup 87 Restore Gateway Running Configuration 87 Sign In to All-in-One-Box Server and Start Operations Console 88 Add Voice Gateway to Operations Console 90 Transfer Gateway Scripts and.wav Files to Gateway 91 Copy Configuration Changes to Operations Console 92 Push Configuration Changes to Gateway and Verify Success 93 Save New Running Configuration to Startup Configuration File 93 v

6 Contents Section B: Unified CVP Setup for Unified ICM 94 Identify and Setup Call Server in Operations Console 94 Add Unified CVP VXML Server to Operations Console 98 Create and Deploy customhelloworld Voice Application 99 Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM 100 Verify Enough PG Places Allocated On Unified ICM 100 Define Voice Response Unit (VRU) on Unified ICM 102 Add PG to ICM Configuration Manager and Obtain PG ID 104 Add Label to VRU 107 Set Default Voice Response Unit (VRU) 107 Install PG on Unified CVP 109 Add ECC Variables to ICM 117 Set Up Call Types 124 Set Up Dialed Numbers 124 Section D: Unified ICM Scripting Configuration for Unified CVP 125 Create Network VRU Script 125 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld 127 Create Call Type Manager Entry Routing Script and Call Schedule 133 Section E: Unified CM Setup for Unified CVP VoIP Call Support 134 Place Calls to Complete Main Exercise 134 Call Transfer Addition to Exercise 135 Modify customhelloworld ICM Script to Transfer Call 135 Reporting Element Addition to Exercise 137 CHAPTER 11 Initial Exercise Expansion 139 Microsoft IIS as Custom Media File Server 139 Modify Microsoft IIS Directory Structure as Media Server 139 VXML Server as Custom Media File Server 140 Modify Server Directory Structure as Media Server 141 Create VXML Gateway Compatible Media Files 142 Create Media File With Proper Codec Properties 142 Modify the Application Script to Support the Media Files 142 Process User Input 143 Modify customhelloworld for User Input 144 vi

7 Contents CHAPTER 12 Troubleshooting Tips and Techniques 149 General Troubleshooting Issues and Audio Error Messages 149 Common Audio Responses and Error Messages 149 You Place a Test Call and Immediately Receive a Busy Signal 151 Call Immediately Hangs Up or Rings Once and Hangs Up 152 You Hear holdmusic.wav but Hear a TTS Response Instead 152 Voice Gateway Troubleshooting 153 Verify Voice Gateway Is Added to Operations Console and Is Reachable 153 Gateway CLI Commands for CVP Exercises 153 Voice Gateway Debug Commands and Log Files 155 View Copy and Print the Voice Gateway Configuration File 156 Gateway Configuration File 157 Gateway Terminal Configuration Mode 157 Gateway Configuration Submodes 157 VXML Server Troubleshooting 158 Check Status and/or Restart VXML Server 158 Restart VXML Server Using Windows Services Management 159 VXML Server Not Reachable and You Cannot Restart It 159 Access VXML Server Administrative Batch Files 159 Access Read and Clear VXML Server Log Files 160 Call Server Troubleshooting 161 Reporting Server Troubleshooting 162 Call Studio (customhelloworld) Troubleshooting 162 Call Studio (customhelloworld) Audio Error Messages 162 You Receive the Message customhelloworld: Validation Failed. Please See Call Studio Problems View for Details. 163 You See the Message that Windows Cannot Open the File deployapp.sh 163 You See the Message that the Application is Loaded and Running but Errors were Encountered while Initializing the Application 164 You Receive a Validation Failed Message When Deploying customhelloworld Application from Within Call Studio 164 You Hear a TTS Response Instead of holdmusic.wav When You Ccall customhelloworld DN 164 Subdialog Return - Caller Input Error 165 vii

8 Contents Troubleshooting Comprehensive Call Flow Exercise 165 Comprehensive Exercise Audio Error Messages 166 Quick Troubleshooting Checks for Comprehensive Call Flow Exercise 166 Verify Status and Start ICM Services 167 Verify Status and Start CVP Call Server 167 Verify Status and Start PG on Unified CVP Server 169 Verify Route Patterns on CM Server 169 Verify TTS Server Status 169 Verify Voice Applications Are Running on VXML Server 170 Comprehensive Exercise Common Issues 170 Neither DN Provides Any Response...the Line is Silent and the Call Does Not Connect or Terminate 170 One DN Works Properly but the Other One Does Not 171 There Is No Response and the Call Disconnects After a Few Seconds 171 The customhelloworld Message Plays, but the Call Does Not Transfer to the Designated VoIP Extension 171 Receive a Busy Signal When You Place a Call 172 Troubleshooting PG Installed on Unified CVP Server 172 PG Related Audio Error Messages 172 The Call Server Status is Partial, but the Example Works with a PG Instance of The Status of the Call Server is Partial 173 No Response When You Place a Call 173 Track Call Progress Using Unified ICM Script Monitoring 173 Enable ICM Script Monitoring 173 CHAPTER 13 Online Help and Additional Resources 177 Glossary 179 viii

9 Preface Purpose, page ix Audience, page x Organization, page x Conventions, page xii Obtain Documentation and Submit Service Requests, page xiii Documentation Feedback, page xiii Purpose This guide provides instructions that help you, as a new user, get started using the Cisco Unified Customer Voice Portal (Unified CVP) in one or more test environments. Configuring a test environment is intended to provide a simplified experience with the Unified CVP prior to designing and implementing your working deployment. Note Licensing is not required for the test systems. This guide does not describe the configuration details required to set up, run, and administer Unified CVP. It is intended as a quick checklist of the basic steps that are required for getting started with this product. For detailed information about the product and configuration instructions, see the Configuration and Administration Guide for Cisco Unified Customer Voice Portal ( guides_list.html). The instructions in this guide only pertain to fresh installs. Unified CVP supports several call flow models. However, only the following models are covered by the exercises in this guide: Unified CVP VXML Server (Standalone) Simplified test model using Unified CVP Built-in Reporting Unified CVP Comprehensive SIP (simplified example) ix

10 Audience Preface Note For configuration details for all the call flow models, in a production environment, see the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Cisco strongly recommends that you complete the exercises in the order presented in this guide, even if you do not intend to create a standalone call flow production system. The experiences in configuration and development in these exercises build on each other and provide valuable troubleshooting experience. Once you have completed the simpler standalone exercises, the comprehensive exercise will be easier to complete and troubleshoot. Audience This document is intended for Call Center managers, Unified CVP system managers, Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)/Cisco Unified ICM Hosted (Unified ICMH) system managers, VoIP technical experts, and IVR application developers. Readers of this manual must already have a general understanding of the Unified ICME products, as discussed in the Pre-Installation Planning Guide for Cisco Unified Intelligent Contact Management Enterprise and the Product Description Guide for Cisco Unified Intelligent Contact Management Hosted. Refer to the Unified ICME documentation link. Readers must also be familiar with general Unified ICM installation and setup procedures. Organization The manual is divided into the following chapters. Chapter 1. Exercises 2. Unified CVP Product and Exercise Introduction 3. Exercise Prerequisites, Hardware, and Software Requirements 4. IP Phone Exercise Setup 5. Unified CVP Component Installation 6. Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Description Describes the limited scope of this guide and how best to use the information presented. Contains a high-level description of Unified CVP features and the call flow model exercises used in this guide. Indicates tasks that must be performed or decisions that must be made when preparing for the exercises. Provides instructions on how to set up the test deployment to use VoIP phones through Unified CM. Provides instructions on installing Unified CVP for each call flow model exercise covered in this guide. Provides instruction for basic exercise that demonstrates connectivity for the various components. Uses the build-in VXML server and a default voice application called HelloWorld. x

11 Preface Organization Chapter 7. Unified Call Studio Installation 8. Call Studio Custom Voice Application 9. Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise 10. Comprehensive Call Flow Model Exercise 11. Initial Exercise Expansion 12. Troubleshooting Tips and Techniques 13. Online Help and Additional Resources Description Provides instructions for installing Unified Call Studio, which is used to create and deploy a custom voice application. Modifies the Standalone exercise by creating custom version of HelloWorld and deploying it. Adds reporting to the existing exercises. Modifies the VXML server to work with the Unified CVP call server. Uses the build-in CVP reporting features. Provides the steps required to configure and complete the Comprehensive call flow model exercise. Provides the steps required to use additional Unified CVP capabilities. Provides troubleshooting tips for Unified CVP projects and walks through several troubleshooting techniques. Lists supporting documents for more information on how to use Unified CVP in your production environment. Unified CVP provides the following documentation: Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) provides design considerations and guidelines for deploying contact center voice response solutions based on Cisco Unified Customer Voice Portal (CVP) releases. Getting Started with Cisco Unified Customer Voice Portal provides instructions to create a simplified Unified CVP lab setup and perform basic call flow model exercises. Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how to configure, run, and administer the Cisco Unified CVP product, including associated configuration. Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describes the settings, element data, exit states, and configuration options for Elements. Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how to install Unified CVP software, perform initial configuration, and upgrade. Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to use the Operations Console to configure Unified CVP solution components. Note There is a printable (PDF) version of the Operations Console online help. See the Operations Console User Guide for Cisco Unified Customer Voice Portal. The user guide also explains how to log in to the Operations Console. Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in a Unified CVP deployment. xi

12 Conventions Preface Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes how to build components that run on the Cisco Unified VXML Server. User Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes the functionality of Unified Call Studio including creating projects, using the Unified Call Studio environment, and deploying applications to the Unified CVP VXML Server. Reporting Guide for Cisco Unified Customer Voice Portal describes the Reporting Server, including how to configure and manage it, and discusses the hosted database. Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describes the functionality and configuration options for all Say It Smart plugins included with the software. Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolate and solve problems in the Unified CVP solution. For additional information about Unified ICME, see the Cisco web site listing Unified ICME documentation. Conventions This manual uses the following conventions: Convention boldface font Description Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish. italic font Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills. For emphasis. Example: Do not use the numerical naming convention. A syntax value that the user must replace. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco CRS Installation Guide. window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example: <html><title>cisco Systems,Inc. </title></html> xii

13 Preface Obtain Documentation and Submit Service Requests Convention < > Description Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password. Obtain Documentation and Submit Service Requests For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What''s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. Documentation Feedback You can provide comments about this document by sending to the following address: ccbu_docfeedback@cisco.com We appreciate your comments. xiii

14 Documentation Feedback Preface xiv

15 CHAPTER 1 Exercises This chapter explains the purpose and use of this guide. Exercise Types, Purpose, and Presentation, page 1 Implement Recommended Exercises, page 2 Exercise Types, Purpose, and Presentation The intended purpose of this guide is to provide exercises that enable you, as a knowledgeable Unified CVP system manager or other qualified person, to install the product in a test environment. The intention is for you to create a simplified, working system and gain experience with the product prior to installing a production system. The exercises in this guide are progressive. Each exercise builds on the prior, related exercise. Complete the exercises in the order shown in the following list. The following exercises use the standalone call flow model, that is, the VXML Server interacts directly with your gateway: Standalone Unified CVP VXML Server Demonstrates call connection between the voice gateway and the VXML Server using a default voice application called HelloWorld. Standalone VXML Server with custom voice application Creates, deploys, and tests a custom voice application. Standalone VXML Server with Reporting Unified CVP comprehensive call flow model 1

16 Implement Recommended Exercises Exercises Note Cisco strongly recommends that you complete the exercises in the order presented in this guide, even if you do not intend to create a standalone call flow production system. The experiences in configuration and development in these exercises build on each other and provide valuable troubleshooting experience. After you complete the simpler standalone exercises, the Unified CVP-portion of the comprehensive exercise will be easier to complete and troubleshoot. Related Topics Standalone Unified CVP VXML Server Call Flow Model (HelloWorld), on page 7 Standalone Unified CVP VXML Server Call Flow Model (customhelloworld), on page 8 Standalone VXML Server Call Flow with Reporting, on page 9 Unified CVP Comprehensive Call Flow, on page 11 Unified CVP Product and Exercise Introduction, on page 5 Implement Recommended Exercises The following steps provide a method for gaining the most positive experience when completing the exercises in this guide. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 If you are not familiar with the product, carefully examine the expanded introduction material and call flow model descriptions. See the Configuration and Administration Guide for Cisco Unified Customer Voice Portal for more information. If you only need to review this information, read the Unified CVP product and exercise introduction in this guide. Examine the call flow model descriptions. See the Unified CVP product and exercise introduction for more information. Examine and complete the prerequisites for the exercises you intend to complete. See the exercise prerequisites for more information. Follow the installation tasks for the exercises you want to complete. See the topics related to Unified CVP component installation. Complete the configuration and testing tasks in the chapters for each specific exercise. If necessary, go to the troubleshooting information for help in correcting issues that come up during the exercises. After you have a working system, it is valuable to carefully "break" the system and use the troubleshooting chapters to examine the results. See the topics related to additional resources for production system design and deployment information references. Related Topics Exercise Prerequisites, Hardware, and Software Requirements, on page 15 2

17 Exercises Implement Recommended Exercises Online Help and Additional Resources, on page 177 Troubleshooting Tips and Techniques, on page 149 Unified CVP Component Installation, on page 33 Unified CVP Product and Exercise Introduction, on page 5 3

18 Implement Recommended Exercises Exercises 4

19 CHAPTER 2 Unified CVP Product and Exercise Introduction This chapter provides a high-level view of the Unified CVP product as it pertains to the call flow model exercises presented in this guide. It does not provide an in-depth discussion of the product, nor does it describe other call flow models and implementation factors that you must consider when designing a production system. Unified CVP Features, page 5 Call Flow Model Exercises, page 6 Unified CVP Features Unified CVP is a web-based platform that provides interactive voice response (IVR) and service center call routing services for Voice over IP (VoIP) networks. Its components work together to enable you to create and deploy IVR applications that include voice and video interaction, as well as traditional numeric input, to provide intelligent, personalized self-service over the phone. Unlike proprietary IVR systems, Unified CVP is based on VoiceXML (VXML). VXML provides a flexible application development and deployment environment for creating IVR applications that control audio input and output, presentation logic, call flow, telephony connections, and error handling. Its suite of components extends the capabilities of VXML by providing the ability to receive and report IVR events and interface with your company customer database components. See the User Guide for Cisco Unified CVP VXML Server and Unified Call Studio for a VXML overview. The major components of Unified CVP provide the following capabilities: Unified CVP call server - Hosts a number of services including an IVR service, a SIP service, and an ICM service that interfaces with Unified ICM. Unified CVP Operations Console - Provides a management interface for all of the Unified CVP components. VoiceXML Server - Executes advanced IVR applications. Reporting Server - Receives reporting events from IVR, SIP, and VXML services; transforms and writes reporting data to its database. Unified Call Studio - Provides a consistent, integrated development platform for creating voice applications. Unified CVP tools and third-party tools are integrated as plug-ins. 5

20 Call Flow Model Exercises Unified CVP Product and Exercise Introduction For additional information, see the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Related Topics Online Help and Additional Resources, on page 177 Call Flow Model Exercises Unified CVP supports a number of functional deployment (call flow) models, distributed network options, high availability options, and other configuration decisions that create a large number of possible deployments. See the Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND). This getting started guide supports simplified examples of the following call flow model deployments: VXML Server Standalone Call Flow Model Exercises These exercises build a simple test environment that demonstrates proper connection to the Unified CVP VXML Server from the voice gateway. The call flow is directly between the gateway and the VXML Server. Standalone Unified CVP VXML Server call flow model (HelloWorld) Access the VXML Server from the voice gateway to respond to a phone call by launching the VXML Server default HelloWorld application. Standalone VXML Server call flow model (customhelloworld) Create and deploy a custom version of HelloWorld and modify the HelloWorld exercise to use it. Standalone VXML Server call flow model (with Reporting) Send call flow data from the VXML Server to the reporting server using the call server, and examine that data. Unified CVP comprehensive call flow model Use Unified CVP to provide a VXML Server to respond to a phone call by accessing a simple, custom application, created in a prior exercise. Access the application indirectly through a Unified ICM script. These exercise implementations use a single server to host the Unified CVP VXML application, call server application, and reporting server application. This combined configuration is a lab environment called all-in-one-box. It is only applicable to non-production, test setup environments. Note Unified CVP does not support the labonly installation mode in production deployments. It is described in the exercises only for the purpose of getting started with Unified CVP. Each exercise is designed to build on the learning and configuration performed for the previous exercise. Complete the HelloWorld exercise first and proceed with the other exercises in the order listed in the preceding exercise descriptions. Related Topics Standalone Unified CVP VXML Server Call Flow Model (HelloWorld), on page 7 Standalone Unified CVP VXML Server Call Flow Model (customhelloworld), on page 8 6

21 Unified CVP Product and Exercise Introduction Standalone Unified CVP VXML Server Call Flow Model (HelloWorld) Standalone VXML Server Call Flow with Reporting, on page 9 Unified CVP Comprehensive Call Flow, on page 11 Unified CVP Product and Exercise Introduction, on page 5 Standalone Unified CVP VXML Server Call Flow Model (HelloWorld) In this exercise, you create a lab-based implementation of Unified CVP that enables you to plug a phone into the FXS port of the voice gateway, call a specific number, and have the voice gateway instruct the Unified CVP VXML server to launch the default VoiceXML application HelloWorld. Note Alternate instructions are included with this exercise for users who want to send the call through a VoIP phone using Unified CM. In this standalone call model, only the gateway and the VXML Server are involved in handling the call flow. The following diagram illustrates the call flow process. Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow The basic steps in the call flow, as shown in the diagram, are: 1 (1A or 1B) The call flow starts when you dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone, when using the alternate version of this exercise). 2 The voice gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the handling instructions for the DN are to launch the HelloWorld application. (HelloWorld is a default application that resides on the VXML Server.) 7

22 Standalone Unified CVP VXML Server Call Flow Model (customhelloworld) Unified CVP Product and Exercise Introduction 3 The voice gateway makes an HTTP request (through its voice browser) to the VXML Server to initiate the HelloWorld application. 4 The VXML Server instructs the voice gateway to play the HelloWorld.wav file to the caller. The following components are used in this exercise: An ingress gateway (part of the voice gateway) which accepts the analog call input, converts it to digital, and sends HTTP-based information to the Unified CVP application using the voice browser. The VXML Server, which executes the IVR application requested by the voice gateway. A voice browser (part of the voice gateway) which processes the VXML Server responses. Standalone Unified CVP VXML Server Call Flow Model (customhelloworld) This exercise substitutes a custom voice application that you create using Unified Call Studio, for the default HelloWorld application. The following diagram illustrates the call flow using a custom voice application. Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow The basic steps in the call flow, as shown in the diagram, are: 1 (Setup, prior to call flow) Deploy the custom voice application to the VXML Server from Call Studio using the deployapp.bat utility. 8

23 Unified CVP Product and Exercise Introduction Standalone VXML Server Call Flow with Reporting 2 (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone configured through Unified CM). (This is a different DN than the number used in the HelloWorld exercise.) 3 The voice gateway matches the DN with a second dial peer, which is configured for specific handling based on the new DN. In this case, the handling instructions for the DN are to launch the customhelloworld application, which you create and deploy as part of this exercise. 4 The voice gateway (through its voice browser) makes an HTTP request to the VXML Server to initiate the customhelloworld application. 5 The VXML Server instructs the voice gateway to play the customhelloworld response to the caller. 6 The voice browser uses the TTS server to obtain audio to send back to the caller. The following components are used in this exercise: Unified Call Studio which is used to create and deploy the application. A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sends HTTP-based information to the Unified CVP application. The VXML Server, which executes the IVR application requested by the voice gateway. A TTS server that converts the customhelloworld text message to audio. A voice browser (part of the voice gateway) which processes the VXML Server response and the TTS response. Standalone VXML Server Call Flow with Reporting In this exercise you plug a phone into the FXS port of the voice gateway (or use a VoIP connection), call a specific number, and have the voice gateway instruct the VXML server to launch customhelloworld, which is a simple VXML application you created in the prior exercise. This implementation of the standalone VXML server call flow model uses the call server to pass call data from the VXML server to the reporting server. All three functions (VXML server, call server, and reporting server) are installed in a simple, lab-based, all-in-one-box implementation of Unified CVP. 9

24 Standalone VXML Server Call Flow with Reporting Unified CVP Product and Exercise Introduction The following diagram illustrates the call flow process. Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice Application Unified CVP Standalone VXML Server - with Reporting The basic steps in the call flow, as shown in the diagram, are: 1 (Setup, prior to call flow) Deploy the custom voice application to the VXML Server from Call Studio using the deployapp.bat utility. 2 (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway FXS port connection (or a VoIP phone configured through Unified Communications Manager). 3 The voice gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the handling instructions for the DN are to launch the customhelloworld application. Note Do not use the number for the default HelloWorld application. HelloWorld only produces minimal reporting data. You must use the DN you set up to request customhelloworld. 4 The voice gateway (through its voice browser) makes an HTTP request to the VXML Server to initiate the customhelloworld application. (4A) The VXML Server also sends the call data to the call server which forwards it to the reporting server. 5 The VXML Server instructs the voice gateway to play the customhelloworld response to the caller. 10

25 Unified CVP Product and Exercise Introduction Unified CVP Comprehensive Call Flow (5A) The VXML Server also sends the call data to the call server which forwards it to the reporting server which stores the call data in its cvp_data Informix database. The following components are used in this exercise: Call Studio, used to create and deploy the application. A voice gateway which accepts the analog or VoIP call input, converts it to digital, and sends HTTP-based information to the Unified CVP application. The VXML server, which executes the IVR application requested by the voice gateway. A call server which receives call flow data from the VXML server and sends it to the reporting server. A reporting server which stores the call data in its Informix database. A TTS server that converts the customhelloworld text message to audio. A voice browser (part of the voice gateway) which processes the VXML server response and the TTS response. Unified CVP Comprehensive Call Flow This exercise involves the Unified ICM product in the call process. In this case, the voice gateway communicates with the call server, which in turn forwards the call information to the Unified ICME CallRouter, which follows the a script based on this call's call type. The script contains instructions to launch either the HelloWorld or the customhelloworld application on the VXML server. In this exercise, the VXML server, call server, and reporting server functions of Unified CVP are combined in an all-in-one-box lab environment intended to capture the basics of product setup. The addition of Unified ICM integration to the exercise provides additional configuration experience. To reduce the number of hardware devices required for these exercises, the ingress gateway that handles the incoming calls and the voice browser that interfaces with the VXML server are hosted on a single gateway platform. The following diagram illustrates the call flow process. 11

26 Unified CVP Comprehensive Call Flow Unified CVP Product and Exercise Introduction Note Throughout the call process, the call server sends reporting data to the reporting server for storage in the cvp_data Informix database. Unified ICM interfaces with Unified CVP through a peripheral gateway (PG). Figure 4: Unified CVP Comprehensive Call Flow Example The basic steps in the call flow, as shown in the diagram, are: 1 The caller dials a specific number (called the "dialed number" or DN) using an analog phone connected to the ingress gateway FXS port (or a VoIP phone connection, if using the alternate form of these exercises). 2 The ingress gateway matches the DN with a "dial peer" which is configured for specific handling based on the DN. In this case, the DN is associated with instructions for handling a call using a comprehensive call flow application through SIP. 3 The ingress gateway sends the dial-peer information about the DN to the call server using SIP. 4 The call server forwards this information to the Unified ICM CallRouter through the PG. 5 Based on the DN, ICM associates this call with a call type and accesses the user-defined run external script for that call type. 6 In this case, the ICM script contains only information to launch the HelloWorld (or customhelloworld) application on the VXML server. The CallRouter sends this information back to the call server. 12

27 Unified CVP Product and Exercise Introduction Unified CVP Comprehensive Call Flow 7 The call server instructs the voice browser to launch the application from the VXML server. 8 The voice browser requests HelloWorld or customhelloworld from the VXML server. 9 The voice browser forwards the audio response to the ingress gateway. 10 The ingress gateway responds to the caller. 13

28 Unified CVP Comprehensive Call Flow Unified CVP Product and Exercise Introduction 14

29 CHAPTER 3 Exercise Prerequisites, Hardware, and Software Requirements This chapter provides the decision making, hardware and software installation, and data gathering prerequisites for performing the exercises. It assumes you have studied the basic information presented in the following documents: Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) Configuration and Administration Guide for Cisco Unified Customer Voice Portal Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Software Server Hardware and Software Requirements, page 15 Planning Prerequisites, page 16 Prerequisite Tasks Before Unified CVP Software Installation, page 20 Server Hardware and Software Requirements These exercises are designed as all-in-one-box configurations. The Unified CVP software required for these exercises can run on a single server or virtual server. The server hardware or virtual server requires the following set up: Microsoft Windows 2008 R2 Server SP1 (64-bit) Standard or Enterprise. A minimum of 3 GB of memory for installation and operations These exercises were tested on a virtual server with a virtual Intel dual core 3.4 GHz Xeon processor. The virtual processor powers the call server, VXML server, reporting server, and all other functions for the all-in-one-box configuration. The VXML Standalone Server with Reporting exercise uses the Reporting Package, which is one of the Unified CVP installation selections. In the example exercises, the server hostname is DOCCVP801. If the hostname does not meet these requirements, the exercises still work properly. The reporting server only creates call reporting events; It does not write the data to the Informix database. 15

30 Planning Prerequisites Exercise Prerequisites, Hardware, and Software Requirements The Unified CVP product requires between 300 MB and 600 MB of installation space, depending on the exercise components you select. You must also have 10 GB of free drive space for the test version of the reporting database (used in the VXML Server with Reporting exercise). The space for the reporting database can be on the same drive as the Unified CVP installation, or a separate drive on the server you are using for the exercises. Determine the System Image File version number for the voice gateway. This number is listed on the gateway Version screen, accessed using the show version command from the gateway command line interface. Compare this version number with the list of ISO image versions supported for the version of Unified CVP indicated on the title page of this guide. See the Hardware and System Software Specification for Cisco Unified CVP (BOM) for software version information for Cisco gateways. If necessary, update the gateway's image before completing these exercises. To perform the customhelloworld exercise using a text message, you must have a TTS server running. Point to this server in the voice gateway configuration when you modify the configuration as part of exercise #1. Note If you do not use a TTS server, Exercise #2 provides alternate instructions that use a.wav file. Gateway Requirements: The gateway you use to access the VXML server must be approved for Unified CVP. See the Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Software, for the Cisco Gateway section for the model and required software image level. The exercises use a gateway with an FXS Port. If the gateway does not have an FXS port (for use with a standard telephone) or you cannot obtain one for it, follow the instructions in the topic to modify the exercise to use a VoIP phone through Unified CM. Related Topics Exercise Modification for VoIP Phones Using Unified CM, on page 23 Planning Prerequisites Before you install the Unified CVP product and begin the getting started exercises, complete the following planning prerequisites: Examine the exercises. These exercises are progressive; tasks you perform in each prior exercise are needed for the next exercise. Examine the set of components needed for each exercise. See the installation components table for each call flow exercise. Separately install and configure components that are not part of the installation. Note This document does not explain the installation and basic setup of components that are not part of the Unified CVP software. It does explain setup that is specific to the getting started exercises. 16

31 Exercise Prerequisites, Hardware, and Software Requirements Call Flow Exercise Installation Components Fill out the required exercise dialed number and access information tables, and have the data available when you begin the exercises. Cisco strongly recommends that you examine topics listed in the troubleshooting tips and techniques section before you begin these exercises. This section provides: Troubleshooting concepts and examples. Techniques for commonly needed operations such as accessing the voice gateway configuration file. Tables outlining issues and error messages run into and their remedies. Access to, and examples of, debug files and commands. Related Topics Unified CVP Product and Exercise Introduction, on page 5 Call Flow Exercise Installation Components, on page 17 Required Exercise Dial Numbers and Access Information, on page 18 Troubleshooting Tips and Techniques, on page 149 Call Flow Exercise Installation Components The following table presents the components required for each of the call flow model exercises in this guide. You must have the software packages available for installation (Unified CVP, Unified Call Studio, and Unified ICM, Gateway software, TTS server software, and all other software), based on the exercises you intend to complete. Note Many of the components in the following table are available as part of the Unified CVP installation. Those components are available by selecting packages during the installation. For your reference, the following list shows the correspondence between the components and installation packages. The packages you must select are listed as part of the installation task steps. CVP Server Operations Console Remote Operations Reporting Server Note In the production mode, you can install only one component on a server at a time. If you choose to install additional CVP components, you must install them on a different server. The following abbreviations are used in the exercise listing table: TTS Svr - text-to-speech server (OPTIONAL) VXML Svr - VXML server 17

32 Required Exercise Dial Numbers and Access Information Exercise Prerequisites, Hardware, and Software Requirements Rpt Svr - reporting server Call Svr - call server Ops Console - Operations Console S. H. - security hardening Exercise Voice Gateway TTS Svr VXML Svr Rpt Svr Call Studio Call Svr Ops Console System Media Files S. H. ICM Standalone - Simple Yes No Yes No No No Yes No No No Standalone - Custom App Yes *Yes Yes No Yes No Yes No No No VXML Server with Reporting Yes *Yes Yes Yes No Yes Yes No No No Comprehensive Yes *Yes Yes No No Yes Yes No No Yes Note *The TTS server is optional; an alternate form of the exercise provided uses a.wav file. Required Exercise Dial Numbers and Access Information The following table describes the dial numbers used for the exercises. Use the dial numbers as follows: The POTS numbers for the standalone exercises are converted within the voice gateway to VoIP and sent directly to the VXML Server. The VoIP numbers for the standalone exercise match route patterns you configure in the Unified CM. In the comprehensive exercise, only one number is needed for HelloWorld and one for customhelloworld. Because the calls go to the Unified CM (not directly to the VXML Server), the converted POTS input acts like a another VoIP phone input. Table 1: Phone Numbers for the Exercises Exercise Call Type Application Dialed Number Standalone POTS HelloWorld Standalone POTS customhelloworld Standalone SIP - VoIP HelloWorld

33 Exercise Prerequisites, Hardware, and Software Requirements Required Exercise Dial Numbers and Access Information Exercise Call Type Application Dialed Number Standalone SIP - VoIP customhelloworld Comprehensive POTS and VoIP HelloWorld Comprehensive POTS and VoIP customhelloworld Print the following table and fill in the details for the exercises you want to perform. Passwords for the Operations Console and the Reporting server must include three of the following: letters, numbers, symbols, and upper/lower case. Also, each password must be at least 8 characters and cannot include any common words as part of the password. Example: Abyz12x4 Note The following table assumes you have installed the Unified CVP server as a virtual machine and are using the programs VMware Infrastructure and VNC Viewer to access the physical server and the CVP-designated virtual server for installation and configuration, respectively. Substitute your own program login information, if different. Table 2: Gateway, Server, and Other Access Information Device or Program Voice Gateway Telnet access; needed for gateway configuration and troubleshooting. Physical Server that Hosts Unified CVP VMware Infrastructure access; used for installations. Virtual Server that Hosts the all-in-one-box Servers VNC access for configuration and troubleshooting. Information Needed Hostname/IP: Device Type: Telnet Login/Password: Enable (admin) Password: Physical Server Hostname/IP: VMware Login/Password: Physical Server Hostname/IP: VMware Login/Password: Important If you intend to complete the reporting portions of these exercises, you must use a hostname that is a maximum of 12 characters long and that does not contain the dash character. The hostname in the examples is DOCCVP801. Hostname and IP: VNC Login and Password: Windows Login and Password: Operations Console Login and Password: 19

34 Prerequisite Tasks Before Unified CVP Software Installation Exercise Prerequisites, Hardware, and Software Requirements Device or Program ICM Server VNC access; configuration for comprehensive exercise. Informix (Reporting) Database VNC access; for DB setup and query. Unified CM: Bstrowser access; set up VoIP call trunks and route patterns. TTS Server: VNC Viewer access; may want IP for gateway configuration file transfers. Information Needed Hostname and IP: VNC Login and Password: Windows Login and Password: ICM Instance Name (entered when you ran icmsetup): Controller Domain Name (This is the Microsoft active directory name you used when you set up the ICM CallRouter/logger: Default Admin Login: Administrator Default User Login: cvp_dbuser Single password for both logins (entered at Unified CVP install): Login Name for a reporting DB user you will add: Password for the reporting user: Hostname and IP: Cisco Unified Admin Mgr Login: Password: Hostname and IP: VNC Login and Password: Windows Login and Password: Related Topics Exercise Modification for VoIP Phones Using Unified CM, on page 23 Modify Gateway Standalone Template Example for Getting Started Exercises, on page 29 Prerequisite Tasks Before Unified CVP Software Installation After completing the planning and data gathering sections, complete the following tasks before installing the Unified CVP software. Unified CVP Software Acquisition Obtain each of the software packages you need, based on the exercises you intend to complete (Unified CVP, Call Studio, ICM, TTS, Gateway). If you do not have the installation CDs or access to a downloadable version of the software, contact your account representative. 20

35 Exercise Prerequisites, Hardware, and Software Requirements Server or Virtual Server Exercise Setup Server or Virtual Server Exercise Setup Establish a server, or create a virtual server that complies with the hardware and software requirements needed to use the all-in-one-box server. Related Topics Exercise Prerequisites, Hardware, and Software Requirements, on page 15 Install Simple Network Management Protocol (SNMP) By default the CVP installer enables the required SNMP services. To enable the SNMP Services on Windows 2008, complete the following steps manually on the server you will use to install the Unified CVP software. Procedure Step 1 Step 2 Step 3 Step 4 Select Start > All Programs. Select Administrative Tools > Server Manager. Select Features > Add Features Select SNMP Services (SNMP Service, SNMP WMI Provider) 21

36 Install Simple Network Management Protocol (SNMP) Exercise Prerequisites, Hardware, and Software Requirements 22

37 CHAPTER 4 IP Phone Exercise Setup The tasks in this chapter are optional and enable you to use VoIP instead of, or in addition to, POTS when creating the experiments. Exercise Modification for VoIP Phones Using Unified CM, page 23 Exercise Modification for VoIP Phones Using Unified CM Unified CM serves two purposes in the getting started exercises: In the standalone exercises, Unified CM enables you to send IP phone calls (VoIP calls) in addition to standard POTS calls. This function is important if the voice gateway does not have an FXS port, or if you want to experiment with both POTS and VoIP calls. In the standalone exercises, when you use a POTS phone input, the voice gateway converts that input to VoIP. However, the gateway sends the call request directly to the VXML server and therefore Unified CM is not required. In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, then sends the call to Unified CM, which then uses the Unified CVP trunk you define to forward the call to the call server. In the case of IP phone calls, Unified CM receives the call and are directed to Unified CVP. For the comprehensive exercises, Unified CM is required, regardless of call input type. In the following tasks, use the Unified CM Administration tool to define trunks and route patterns. The following trunks and route patterns are needed: A phone trunk that sends VoIP calls from the IP phone to the voice gateway. This trunk is required for standalone exercises that use IP phones. A phone trunk that sends incoming VoIP calls (both the converted POTS calls and the IP phone calls) to Unified CVP. The trunk is required for the comprehensive exercise. Route patterns that identify the incoming IP phone calls for the standalone exercises. Route patterns that identify the incoming VoIP calls (converted POTS and IP phone calls) for the comprehensive exercises. Because Unified CM sees both POTS calls and IP phones calls as incoming VoIP calls, in the comprehensive exercise, the same route patterns can be used for both POTS and IP phones (one for HelloWorld, one for customhelloworld). 23

38 Define Trunk for Getting Started Exercises IP Phone Exercise Setup Note This discussion does not explain how to install and set up the basic Unified CM system; it only explains how to configure Unified CM for use with the exercises in this guide. You must have previously installed a basic, working Unified CM system. Define Trunk for Getting Started Exercises To define the trunks for these exercises, only enter the items actually specified in the task steps. Leave other trunk entries blank, or use their existing default values. Procedure Step 1 Step 2 Step 3 Point a browser to the Unified CM IP address or hostname. The Product Selection window displays. Select the Cisco Unified Communications Manager Administration product. The Cisco Unified CM Administration login window displays. Log in to the administration tool using your Unified CM username and password. 24

39 IP Phone Exercise Setup Define Trunk for Getting Started Exercises The main window for the administration tool displays. Figure 5: Call Management Administration - Main Window Step 4 From the main menu, select Device > Trunk. The Find and List Trunks window displays. 25

40 Define Trunk for Getting Started Exercises IP Phone Exercise Setup Step 5 Step 6 Note If desired, click Find to display existing trunk definitions. Click Add New to start the trunk configuration wizard. For Trunk Type, select SIP Trunk from the drop-down, and click Next. Figure 6: Call Management Administration - Defining a Trunk Step 7 Step 8 Step 9 Step 10 Note SIP is automatically selected for device protocol. The next Trunk Configuration window has many sections. Configure only the following items: a) In the Device Information section: Device Name: VoiceGateway Description: Gateway trunk for standalone exercises Device Pool: Select Default from the drop-down menu. b) Scroll down. In the SIP Information section: Destination Address: Enter the IP address of the voice gateway. SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile. SIP Profile: From the drop-down menu, select Standard SIP Profile. Click Save to save the definition. Click OK at the reset prompt. Perform a reset at a later time. The message Added Successful displays. If you did not enter all the required items, however the wizard prompts you to correct specific entries. Click Reset to display the Device Reset window. Click Reset on this window to activate the changes. The status message Reset request was sent successfully displays. Click Close to close the Device Reset window. Repeat the preceding steps to add a trunk to the call server (for the comprehensive exercises). Substitute the following information for Define Trunk for Getting Started Exercises, on page 24: a) In the Trunk Information section: 26

41 IP Phone Exercise Setup Define Route Patterns Device Protocol: SIP Trunk Step 11 b) In the Device Information section: Device Name: VoiceGateway Description: Trunk for comprehensive exercises Device Pool: Select Default from the drop-down menu. c) In the SIP Information section: Destination Address: Enter the IP address of the all-in-one-box Unified CVP call server. SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile. SIP Profile: From the drop-down menu, select Standard SIP Profile. d) Click Save and after the reset prompt, click Reset and use the Device Reset window to perform the reset operation. To check the new entries, click Device > Trunk. The table entries should show your newly defined trunks. (If necessary, click Find to display the new truck information.) The Route Pattern area is blank. You will add route patterns (dial numbers) in the next task. Figure 7: Unified CM - Define Trunks Define Route Patterns Define the call digits that Unified CM should direct to the newly defined trunks. In this case, define the phone numbers to be used by a VoIP phone through Unified CM for the HelloWorld and the customhelloworld applications used in the later exercises. These exercises use the following route patterns: VoIP dialed number for HelloWorld (standalone exercises):

42 Define Route Patterns IP Phone Exercise Setup VoIP dialed number for customhelloworld (standalone exercises): POTS/VoIP dialed number for HelloWorld (comprehensive exercise): POTS/VoIP dialed number for customhelloworld (comprehensive exercise): Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Log in to the Unified CM administrative interface if you have not already started and logged in to the Operations Console. From the main window, select Call Routing > Route/Hunt > Route Pattern. The Find and List Route Patterns window displays. Click Find to display currently defined route patterns, if any. Click Add New. The Route Pattern Configuration window displays. In the Pattern Definition section, configure only the following settings: a) Route Pattern: Enter b) Description: HelloWorld VoIP Standalone DN c) Gateway/Route List: Select VoiceGateway (the gateway trunk you just defined) No other entries are needed for this route pattern. Click Save to save the definition. Click OK at the "authorization code" message and at the "update" message. Verify that the new route pattern is properly added: Click Call Routing > Route/Hunt > Route Pattern. If necessary, click Find to display the data. The pattern displays with corresponding VoiceGateway trunk description. Figure 8: Unified CM - Define a Route Pattern Step 8 Repeat these steps to define the route patterns for the remaining dialed numbers. Use the following route patterns, definitions, and trunks: ; customhelloworld VoIP standalone DN; VoiceGateway ; HelloWorld DN for comprehensive; VoiceGateway ; customhelloworld DN for comprehensive; VoiceGateway 28

43 IP Phone Exercise Setup Modify Gateway Standalone Template Example for Getting Started Exercises Step 9 Verify that the route patterns are properly added: Click Call Routing > Route/Hunt > Route Pattern. If necessary, click Find to display the data. The following definitions display: Figure 9: Unified CM - All Route Patterns Defined Step 10 Close the Unified CM tool and exit the Unified CM server. Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Modify Gateway Standalone Template Example for Getting Started Exercises The configuration for your gateway must be customized to support the exercises in this guide. The gateway configuration changes and additions you need for exercises 1 through 3 are found in GS_StandaloneExmplTemplate which is available at the following Cisco URL: Select the HTML page for the GS_StandaloneExmplTemplate template. This HTML page provides a sample gateway template that you can modify and then copy to the Operations Console, which can then push the template out to your gateway. Although there are other ways to modify your gateway configuration, the point of the following tasks is to provide experience using the Operations Console template features. In the following steps you will update the placeholder comments in the file with the actual IP addresses of your lab configuration. Note For an explanation of items in the gateway configuration file, refer to the examples in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. 29

44 Modify Gateway Standalone Template Example for Getting Started Exercises IP Phone Exercise Setup Procedure Step 1 Step 2 Step 3 Step 4 Step 5 If you have not already opened the HTML page described above, please do so. Copy the lines of the sample template from the HTML page and paste them into an editor that preserves lines breaks (such as Notepad) and complete the remaining steps to modify the template. Note The HTML page has been formatted to preserve line breaks; your copy and paste operation should produce a neatly formatted template. Informational Step. Notice the first two lines of the template:! Customer Voice Portal 9.0(1) IOS Template conf t These two lines are required for any Operations Console gateway configuration template (including any you create). The first line identifies this template to the Operations Console. The second line enables gateway configuration mode. TTS Server IP - In Exercise #2 you will create a custom voice application. You have the choice of using a.wav file or a TTS server to provide the output for the application. If you will use a TTS server, modify the following configuration lines in the template to include the IP address(s) for your TTS/ASR server(s). ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> Important! If you are not using a TTS or ASR server you must delete the following lines from the template copy you are updating: ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> ivr tts-server rtsp://tts-en-us/synthesizer ivr asr-server rtsp://asr-en-us/recognizer VXML Server IP - The following template configuration lines identify the voice applications to the gateway (that is, the built-in voice application, HelloWorld, and customhelloworld, the voice application you create in Exercise #2, as well as other needed applications). Replace <put CVP VXML Server IP here> (in two places) with the IP address you are using for the all-in-one-box installation. As general information, be aware that the last line of each of the following application configurations identifies the exact name used for the application as it is deployed on the VXML server. This is the only line in the definition that is case sensitive. That is, it identifies HelloWorld exactly as the application is deployed on the VXML server). The application definition for customhelloworld (lowercase) should exactly match the name of the custom voice application you will create later in Call Studio. Note It is only necessary to modify the lines that specify the CVP VXML Server IP address. application service helloworld flash:cvpselfservice.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld Step 6 application service customhelloworld flash:cvpselfservice.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> param CVPSelfService-port 7000 param CVPSelfService-app customhelloworld The final lines of the standalone example template that you must modify are in the dial-peers section. The dial-peer definitions are the configuration lines that tell the gateway to process the calls coming in and that 30

45 IP Phone Exercise Setup Modify Gateway Standalone Template Example for Getting Started Exercises associate specific phone numbers with specific voice applications that the gateway should request from the VXML server. The first dial-peer section in the following example tells the gateway to accept all digits from the POTS phone. The next two sections essentially tell the gateway to send the call to itself, converting the call to VoIP in the process, then request the proper voice application from the VXML server, based on the dialed number. The last two dial-peer sections associate an incoming VoIP call with a voice application. If you are performing the POTS portion of the exercise, you must replace <put gateway IP here> (in two places) with the actual IP address of your gateway, otherwise, you must delete these dial-peer definitions. dial-peer voice 1000 pots description Required for FXS phone (POTS phone) input service session forward-digits all dial-peer voice 8 voip service helloworld description receives POTS call for helloworld and changes to VoIP destination-pattern session target ipv4:<put gateway IP here> incoming called-number dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 7 voip service customhelloworld description receives POTS call for customhelloworld and changes to VoIP destination-pattern session target ipv4:<put gateway IP here> incoming called-number dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 800 voip description rx VoIP call from Call Mgr & requests helloworld from VXML Server service helloworld incoming called-number 8T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad dial-peer voice 700 voip description rx VoIP call from Call Mgr & requests customhelloworld from VXML Server service customhelloworld incoming called-number 7T dtmf-relay rtp-nte h245-signal h245-alphanumeric codec g711ulaw no vad Step 7 Save your modified template file. 31

46 Modify Gateway Standalone Template Example for Getting Started Exercises IP Phone Exercise Setup 32

47 CHAPTER 5 Unified CVP Component Installation This chapter explains how to install Unified CVP for each of the call flow model exercises. About Unified CVP Component Installation, page 33 Install CVP Components, page 33 About Unified CVP Component Installation This chapter provides instructions for installing the components needed for all the exercises in this guide. If you plan to complete all the exercises, install all the required components at once (as described in detail in the following installation steps). If you are not intending to perform some of the exercises, you are directed to skip certain parts of the installation. If you decide to perform an additional exercise later, you can rerun the installation program and add the components you need. Note You must complete these exercise prerequisites, before you perform the tasks in this chapter. Install the software on a Windows 2008 R2 server system. The VXML Server (Standalone) Call Flow Model with Reporting exercise requires the reporting component, which is installed as part of the instructions in this chapter. After the installation completes, reboot the server. Related Topics Exercise Prerequisites, Hardware, and Software Requirements, on page 15 Install CVP Components Note Only a local administrator can run the Unified CVP installation program. To install Unified CVP software, perform the following steps: 33

48 Install CVP Components Unified CVP Component Installation Procedure Step 1 Step 2 Step 3 From the CVP\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe. The splash screen and a Preparing Setup screen will appear, followed by the License Agreement and Copyright screen. Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement. The CVP copyright information is appended to the end of the License Agreement and Copyright screen. Review the copyright information, then click Next. The Select Package screen appears. On the Select Package screen, choose the Unified CVP component (listed below) to install on the local machine and click Next. Unified CVP Components: CVP Server Operations Console Remote Operations Reporting Server 34

49 Unified CVP Component Installation Install CVP Components Note In the production mode, you can install only one component on a server at a time. If you choose to install additional CVP components, you must install them on a different server. Figure 10: Select Packages Screen Highlight the option to get the additional details about the component. Step 4 Step 5 Step 6 Step 7 Click Next. The Choose Destination Location screen appears. On the Choose Destination Location screen, specify the drive and directory location (referred to as %CVP_HOME%). The default location is C:\Cisco\CVP. Note If the %CVP_HOME% directory already exists and contains data, you will be prompted to choose another directory or remove it before continuing. Note If you install the CVP Server component, you need to also specify the location where media files will be installed. The default location is C:\inetpub\wwwroot. Internet Information Server(IIS) is the default media server supported by Unified CVP. Click Next. The X.509 Certificate screen appears. Specify the following information: 35

50 Install CVP Components Unified CVP Component Installation Note For fields other than Country Name, the maximum data length can exceed the visible area of the field. Also with the exception of the Country Name, which may contain only up to two alphabetical characters, all remaining fields on this screen can contain alphanumeric characters. Common Name This is the only required field. While it is recommended that you specify hostname in this field. Organization or Company Name Organizational Unit or Department Locality or City State or Province Country Name (2 letter code) address Note This field can also contain a dash (-), period (.), underscore (_), or at (@) symbol. Step 8 Step 9 Step 10 Step 11 Step 12 After you have entered the information you want to include in the certificate, click Next. If you select Reporting Server on the Select Packages screen, the Choose Database data and backups drive screen appears. Continue to next step. If you did not select Reporting Server on the Select Packages, review or accept the installation settings. To review or change the installation settings, click Back. To accept the installation settings, click Install. After starting the installation process, you cannot cancel it. For Unified CVP components other than the Reporting component, the installation takes up to 10 minutes. For the Reporting component, the installation takes up to 90 to 120 minutes. Select the root drive where the Reporting database data and backups will reside and click Next. Note Choose e: drive or the second drive, whose size is more than 400 GB. By default, thedatabase Size Selection screen appears, providing the following options: Standard Requires a minimum of 250 GB of free disk space. Premium Requires a minimum of 375 GB of free disk space. Select the appropriate database size for the license you purchased and click Next. The Ready to Install the Program screen appears. This screen summarizes the packages you selected for installation. Do one of the following: If you want to review or change your installation settings, click Back to return to the previous screen. If you are satisfied with the installation settings and you are prepared to begin the installation, click Install. 36

51 Unified CVP Component Installation Install CVP Components Step 13 Step 14 Step 15 Step 16 Note After the installation process is started, you cannot cancel it. For Unified CVP components other than the Reporting component, the installation takes up to 10 minutes. For Reporting component the installation takes up to minutes. If you are installing the Reporting component, the Reporting Password Screen appears. Specify the same password in the Password and Password (for verification) fields that meets the criteria detailed on this screen. Otherwise, skip this step. Note The password you enter on the Reporting Password screen is used by two types of users: Note cvp_dbadmin cvp_dbuser The Reporting server component cannot be installed if the machine is already part of the domain. If you are installing the Operations Console component, the Operations Console Password screen appears. Specify a Password and Password (for verification) that meets the criteria detailed on this screen and click Next. Otherwise, skip this step. Note The password you enter on the Operations Console screen is used for two purposes: To login as a Administrator in the web UI to administrate the product. To login as a wsmadmin in the command line interface for troubleshooting the product. Click Next, a Setup status screen appears. When the installation is complete, the Setup Completed Successfully screen appears. Restart your computer immediately after installation. Remove any disks from their drives, and click Finish to complete setup. 37

52 Install CVP Components Unified CVP Component Installation 38

53 CHAPTER 6 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) This chapter provides instruction for the Unified CVP VXML server standalone call flow model exercise (HelloWorld). Unified CVP VXML Server Standalone Configuration Exercise, page 39 Sign In to All-in-One-Box Server and Start Operations Console, page 40 Standalone VXML Server Additions to Operations Console, page 41 Voice Gateway Setup for VXML Server Calls, page 43 Test Call to Complete Exercise, page 50 Unified CVP VXML Server Standalone Configuration Exercise Perform this steps in this exercise is to configure Unified CVP to call a simple, default application (HelloWorld) that plays an audio file. Completion of this exercise includes the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Complete the prerequisites for this exercise. Install the product components specific to this exercise. Configure the standalone VXML Server and voice gateway as explained in this chapter. Place the call as explained in this chapter. Related Topics Call Flow Model Exercises, on page 6 Exercise Prerequisites, Hardware, and Software Requirements, on page 15 Unified CVP Component Installation, on page 33 39

54 Sign In to All-in-One-Box Server and Start Operations Console Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Sign In to All-in-One-Box Server and Start Operations Console Use the following steps whenever needed throughout this exercise to log in to the all-in-one-box Server and start the Operations Console. Note The following steps use VNC Viewer to access the Operations Console; you can also log in to the console using your browser: (the IP address of the all-in-one-box server in this example). However, the exercises use VNC Viewer, because you are likely to perform other tasks such as executing a batch file or restarting the server. Procedure Step 1 Step 2 Using a program such as VNC Viewer, log in to the server or virtual server that has Unified CVP installed. The main Windows 2008 screen appears. To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. You may receive a prompt to confirm the security certificate. Click OK, to continue. The Cisco Unified Customer Voice Portal Login window appears. Figure 11: CVP Operations Console - Login Window Step 3 Log in to the Operations Console as administrator using the password established when you installed the Unified CVP. 40

55 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Standalone VXML Server Additions to Operations Console The Cisco Unified Customer Voice Portal (Operations Console) window appears. Figure 12: CVP Operations Console - Main Window Standalone VXML Server Additions to Operations Console The following exercise adds VXML Server to the Unified CVP system. Note VXML Server Information Required: To add the VXML server to the Operations Console, you need the IP address and hostname of the VXML server. Because this exercise uses an all-in-one-box configuration, the IP address and hostname of the VXML server is the same as the IP address of the server on which you installed the Unified CVP software. Have this information ready as you complete the following steps. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Add Standalone VXML Server Add the VXML Server definition using the Operations Console Device Management menu shows two VXML Server choices: 41

56 Add Standalone VXML Server Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Unified CVP VXML Server Unified CVP VXML Server (standalone) The first set of exercises in this guide use a standalone call model. The standalone model does not require a call server for the gateway to communicate with the VXML server. The gateway sends call request directly to the VXML Server. Therefore, use the Unified CVP VXML Server (standalone) selection when defining the VXML Server in the following steps. Note In the later exercises, when a call server must be linked with the VXML Server, delete the following VXML Server standalone definition and replace it with a standard VXML Server definition. (You must replace it since the second definition uses the same IP address.) To add a Unified CVP VXML Server (standalone) definition to the Operations Console, complete the following steps: Procedure Step 1 Step 2 If necessary, start the Operations Console. Choose Device Management > Unified CVP VXML Server (standalone). The Find, Add, Delete, Edit CVP VXML Servers (standalone) window opens. Figure 13: View List of VXML Servers Known to the Operations Console Step 3 Click Add New. 42

57 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Voice Gateway Setup for VXML Server Calls The Unified VXML Server (standalone) Configuration window opens to the General tab. Figure 14: Add VXML Server (Standalone) to List of VXML Standalone Servers Available to the Operations Console Step 4 Step 5 Fill in the IP Address, Hostname, and Description fields and click Save and Deploy to save the server information and deploy the VXML Server. You receive a successfully added to the network map message describing the new server. Select System > Control Center to display the Network Map window. The Status column should indicate that the VXML Server is Up (this process may take a few minutes). What to Do Next If the server status remains Not Reachable, verify that the server IP address and other server details. If any sever details are incorrect, delete the server definition (Device Management > Unified CVP VXML Server (standalone) > select the server > Delete) and re-add it. See the troubleshooting tips and techniques for more information. Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Troubleshooting Tips and Techniques, on page 149 Voice Gateway Setup for VXML Server Calls This section provides instructions for configuring the voice gateway and transferring the bootstrap files for the VXML Server to the gateway. Complete the following task: Add your voice gateway to the Operations Console so it can be identified as part of the Unified CVP example solution. Verify access to the gateway from the Operations Console by viewing its running-config. 43

58 Add Voice Gateway to Operations Console Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Transfer needed files to the gateway using the Operations Console. Copy the old gateway configuration to preserve it. Copy the standalone example template from the Cisco web page and modify it for the exercises. Transfer the modified template to the Operations Console. Push the configuration out to your gateway and verify that the new configuration is now running on your gateway. Note You must have a software image on your gateway that is compatible with the Unified CVP version for these exercises. Related Topics Server Hardware and Software Requirements, on page 15 Add Voice Gateway to Operations Console This task identifies the voice gateway to the Operations Console for management and enables you to transfer files to the gateway. Procedure Step 1 Step 2 If necessary, start the Operations Console. In the Operations Console, select Device Management > Gateway > Add New. 44

59 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Add Voice Gateway to Operations Console The Gateway Configuration window appears. Figure 15: CVP Operations Console - Add Voice Gateway Step 3 Step 4 Step 5 Enter the following information from the required exercise dial numbers and access information that you recorded earlier: IP address of the voice gateway Voice gateway hostname Voice gateway device type (enter using the drop-down menu) Login username for the gateway (if required) User password for the gateway (the password for a monitor-level user) Enable password for the gateway (the administrator-level password) Verify that the Operations Console can reach the gateway using the information you entered. Click Test Sign-in. Once the system complete the sign-in process, you will receive the Test Sign-in successful message. If you do not, recheck the IP address, hostname, username, and passwords. Click Save. 45

60 Transfer Bootstrap and.wav Files to Gateway Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) A confirmation window appears on the screen, showing the IP address and hostname of the gateway you added. Figure 16: CVP Operations Console - Confirm Added Gateway Message Step 6 To check the gateway software version, click Device Management > Gateway > click the entry for the gateway > IOS Commands > Show Version. The version information is displayed in the first line of the results. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Transfer Bootstrap and.wav Files to Gateway Use the following steps to transfer required files to the voice gateway. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 If necessary, start the Operations Console. Click Bulk Administration > File Transfer > Scripts and Media. In the Device Association panel, select Gateway from the Select Device Type drop-down menu. From the Available box, use the right arrow to move the gateway you identified to the Selected box. In the Script and Media Files panel, select the Default Gateway Files radio button. Then select the following files to transfer: CVPSelfService.tcl CVPSelfServiceBootstrap.vxml critical_error.wav cvperror.tcl ringtone.tcl Step 6 Step 7 Click Transfer and accept the operation to start the transfer. Click File Transfer Status to monitor the progress of the transfer. Click Refresh as necessary to refresh the status display. 46

61 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Back Up Existing Voice Gateway Running Configuration Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Back Up Existing Voice Gateway Running Configuration Before you modify the gateway running-config configuration file. This action enables you to revert the gateway configuration to its state before you make the changes for these exercises. A back up copy is useful if you want to perform the exercises again, or simply need to revert to a known, good configuration. Procedure Step 1 Telnet to the voice gateway and log in as follows: a) From the Windows taskbar, select Start > Run. The Run window appears. b) In the Run window, enter telnet <GatewayIP> and click OK. Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises. The User Access Verification window appears. c) Enter the password for the voice gateway. The hostname prompt for your gateway appears. Example: MyGateway Step 2 Step 3 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter en and press Enter. Then enter the password you established for gateway enable mode. The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway# To back up the running configuration, enter the following command (note that there is no file extension needed): a) copy run <somefilename> Enter Where: <somefilename> is the new name for the configuration save file. b) At: Destination filename [somefilename] press Enter to confirm the filename and action. The system responds with a verifying checksum message, then the total bytes is copied. Step 4 The preceding steps assume that the running configuration is the same as the startup configuration. If these configuration are not the same, and you want to backup the startup configuration, use the command: copy startup <somefilename> Enter. Copy Configuration Changes to Operations Console In this task, you bring the modified template into the Operations Console using one of the two options: Copy the file to the system that is running the Operations Console, and then use the Add Template feature to browse to and add the template. 47

62 Push Configuration Changes to Gateway and Verify Success Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Create a template in the Operations Console by copying an existing template, and then paste your configuration over the lines in the template copy to create a new version of the copied template. This is the method used in the following steps. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Open the Operations Console and select System > IOS Template > IOS Template Management. Check the check box for one of the sample templates and click Copy. Provide a name and description for the new template. For example: Standalone Example.tpt Standalone Getting Started Exercises Check the check box Enable template modification. Highlight and delete all the contents of the template. From Notepad (or the editor you used) copy the entire sample template you modified, then paste the contents into the empty template file in the Operations Console. In the Operations Console, click Save to save a new template based on the example configuration. Push Configuration Changes to Gateway and Verify Success In this task, use the Operations Console to update the gateway configuration from its existing running-config to the template configuration you created for the standalone getting started exercises. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 From the Operations Console select: System > IOS Configuration > IOS Template Deployment. From the Select Template drop down menu, select the template you just created. In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for this exercise and click the right arrow button. Click Preview and Deploy. You should see the template previewed with the message The IOS Template is valid and ready for Gateway deployment. Note The validation process only checks for proper template variables, not gateway configuration syntax. There are no variables in the template for the standalone exercises. Scroll down and click Deploy, and then verify the command. The following message appears on the screen: The IOS Template deployment has started. For detailed information, select the Deployment status button. Click the Deployment Status icon. The Deployment Status window shows the status as In Progress. Wait a minute and click Refresh to determine if the deployment is complete. Note If the status is Failed click the status link and examine the message details. The configuration line causing the error will be presented in the last line of the status message. 48

63 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Save New Running Configuration to Startup Configuration File Once the Success status displays, continue to the next step. Step 8 Step 9 From the Operations Console, select Device Management > Gateway and double click the link for the gateway you added. Click IOS Commands > Show running-config and verify that the new configuration includes the commands you pushed from the Operations Console. Note Rollback: If you need to roll the gateway configuration back to its prior configuration (one level of rollback is supported), select System > IOS Configuration > IOS Template Deployment > Deployment Status. Select the gateway, and then click Rollback. Save New Running Configuration to Startup Configuration File In this task, save the new, combined running configuration as a new startup configuration. Note This procedure assumes that you have already saved your original startup configuration. If you have not saved the original startup-config file (or saved your original running configuration), save it now. Procedure Copy the running configuration to the startup configuration file to save in NVRAM in case the Gateway reboots. At the command prompt: Type copy running-config startup-config and press Enter. Or type just copy running startup and press Enter. Press Enter at the verification prompt. Related Topics Back Up Existing Voice Gateway Running Configuration, on page 47 Load New Voice Gateway Application Services Application services automatically load when the gateway starts, or when you reload the gateway software. However, when you modified the running configuration, you added several services which are not started. Instead of reloading the gateway, use the following procedure to start each of the new services. Note Even though you have not yet created the customhelloworld application, you have defined its service in the new gateway configuration. You can load this service on the gateway, along with the others in the new running configuration. In the customhelloworld exercise, you will create this application and load it onto the VXML Server. 49

64 Test Call to Complete Exercise Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Procedure Step 1 Step 2 If necessary, Telnet to the gateway and log in. Enter enable mode by typing en, pressing Enter, and supplying the enable mode password. For each of the following application services: Type the command call application voice load <service-name> and press Enter. For example: call app voice load CVPSelfService <Enter> CVPSelfService HelloWorld customhelloworld cvperror ringtone Test Call to Complete Exercise Place a call into the system using a configured dialed number and a phone connected to the gateway FXS port or configured through Unified CM. Related Topics Test POTS or VoIP Call, on page 50 Test POTS or VoIP Call Complete the following steps to place the call and test the exercise: Procedure Step 1 Step 2 Step 3 If you are using the "POTS" implementation of this exercise ( the phone is connected to an FXS port on the gateway), dial the number configured in the gateway dial-peer: Or, if you are using a VoIP phone, through Unified CM, dial the number you set up for HelloWorld when you defined the route patterns: Listen to the HelloWorld response. You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML server. If you do not hear the proper response to the call, see the troubleshooting tips. 50

65 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Test POTS or VoIP Call Related Topics Define Route Patterns, on page 27 Troubleshooting Tips and Techniques, on page

66 Test POTS or VoIP Call Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) 52

67 CHAPTER 7 Unified Call Studio Installation This chapter provides information about installing Unified Call Studio. Note Warning Unified Call Studio is only supported on Windows XP, Windows Vista and Windows 7. Windows Vista sets access permissions on the C:\Program Files directory and only allows users with administrator privileges to write to this directory. Therefore, it is strongly recommended that you install Call Studio to a directory other than C:\Program Files. Install Cisco Unified Call Studio, page 53 Install Cisco Unified Call Studio To install Call Studio, perform the following steps. Before You Begin You must obtain a new license for Release 9.0(1) Unified Call Studio, licenses for prior releases are not valid with the latest version. Procedure Step 1 From the CallStudio\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe. A Preparing Setup screen and a splash screen display, followed by a Welcome screen. Step 2 On the Welcome screen, click Next. Note If you click Cancel here or on the dialog screens that follow prior to the "Ready to Install the Program" screen, no part of the installation will occur, and an Exit Setup dialog box appears. A Copyright screen appears. Step 3 Review the contents of the Copyright screen, then click Next. 53

68 Install Cisco Unified Call Studio Unified Call Studio Installation A License Agreement screen appears. Step 4 Step 5 Use the scroll bar to review the entire license agreement, and then select I accept the terms of the license agreement, and click Next. The Choose Destination Location screen appears. On the Choose Destination Location screen, specify the drive and directory where the software will be installed: Click Next to accept the default location. Click Change to select an alternate location, and then click Next. The Ready to Install the Program screen appears, listing the packages that you selected for installation. Step 6 Step 7 Verify the desired software is listed, and then click Install. The Setup Status screen displays while the InstallShield Wizard proceeds to install Cisco Unified Call Studio. On the InstallShield Wizard Complete screen, click Finish to exit the wizard. You can use the software for 30 days without a license. After 30 days, you need to apply a license. 54

69 CHAPTER 8 Call Studio Custom Voice Application This chapter provides the exercise to create a custom voice application using Call Studio and deploy the application to the VXML server. Unified Call Studio Custom Voice Application Additions, page 55 Call Studio Custom Voice Application Addition Prerequisites, page 56 Start Unified Call Studio, page 56 Create New Unified Call Studio Project, page 56 Create and Validate Voice Application Call Flow, page 57 Deploy Custom Unified Call Studio Application to Folder, page 61 Deploy Custom Unified Call Studio Application on VXML Server, page 64 Test Custom Unified Call Studio Voice Application Call, page 66 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, page 66 Unified Call Studio Custom Voice Application Additions Complete this steps in this exercise to create a new voice application using Unified Call Studio and deploy the application to the VXML server. You can create one or both of the following two versions of the customhelloworld application: TTS customhelloworld - This version creates a voice application that responds with: You are listening to a custom version of the HelloWorld voice application. Bye now. Note This version of customhelloworld requires you to set up a Text-to-Speech server (TTS server) that renders the customhelloworld text as speech. It is beyond the scope of this guide to explain how to set up a TTS server. If you do not want to use a TTS server for this exercise, choose the Non-TTS customhelloworld option. 55

70 Call Studio Custom Voice Application Addition Prerequisites Call Studio Custom Voice Application Non-TTS customhelloworld - This version of the exercise plays a.wav file instead of speaking to the user. Choose this version if you do not want to set up a TTS server, or if you want experience creating a custom voice application that uses a.wav file. The two versions of the exercise provide different experiences with the Unified Call Studio development tool. The following tasks include instructions for both versions of this application. If you want to try both versions of customhelloworld, the final task in this chapter explains how to modify the voice application and redeploy it. Note Although Cisco strongly recommends that you follow the exercises in sequence, you can skip the standalone exercises, use this chapter to create the customhelloworld Unified Call Studio application, and access this application using the comprehensive exercise. However, if you skip the standalone exercises, you must complete the comprehensive exercise before you can test or troubleshoot the customhelloworld application. Call Studio Custom Voice Application Addition Prerequisites Before beginning this exercise, complete the following prerequisites: Install Unified Call Studio. Complete the standalone exercise, which includes updating the voice gateway configuration file. Some changes you make to the configuration file apply to the customhelloworld exercise. Or, create the custom application and then follow the steps in the comprehensive call flow exercise to include this custom voice application. Related Topics Unified Call Studio Installation, on page 53 Start Unified Call Studio Procedure Step 1 Step 2 Using VNC Viewer or similar program, access the server. From the main window of the server, choose Start > Programs > Cisco > Cisco Unified Call Studio. A trial period message appears on the screen. Click OK to continue. Create New Unified Call Studio Project Perform the basic steps needed to create a new Unified Call Studio project. 56

71 Call Studio Custom Voice Application Create and Validate Voice Application Call Flow Procedure Step 1 Step 2 Step 3 To create a Unified Call Studio project, choose File > New > Call Studio Project. The New Call Studio Project wizard starts and displays a blank version of the window shown in Create New Unified Call Studio Project, on page 56. For the project name enter in lower case, exactly as shown: customhelloworld. For the location leave, Use default location checked. A window, similar to the following example, appears on the screen. Figure 17: Call Studio - New Project Named For this exercise, use the default settings on the remaining wizard new project configuration windows. Click Next to examine each window, if desired. Step 4 When you are finished examining the various settings, click Finish to create the new project. The Call Studio Builder workspace displays a Start of Call element as the first element in a new voice application. (Refer to the next task to see an example of the Start of Call element.) Create and Validate Voice Application Call Flow To use the Unified Call Studio Builder function to create a custom response voice application for the test phone call, complete the following steps: Procedure Step 1 Step 2 If you have not created the Unified Call Studio project customhelloworld, create it now. From the Elements tree > Subdialog Elements > Cisco, drag and drop CVP Subdialog Start and CVP Subdialog Return elements to the call flow window and place them under the Start of Call element as shown in the following figure, Create and Validate Voice Application Call Flow, on page

72 Create and Validate Voice Application Call Flow Call Studio Custom Voice Application Step 3 Note The CVP Subdialog elements are required for a Unified CVP project in Unified Call Studio. Also, the CVP Subdialog Return element acts as a Hang Up element to end the call. The standard Hang Up element is not required. Also, from top of the Elements tree, drag the Audio block over and place it between the CVP Subdialog Start element and the CVP Subdialog Return element, as shown in the following figure. Figure 18: Call Studio - Creating customhelloworld Call Flow Step 4 Connect the elements together to show flow logic, as follows: a) Right-click the Start of Call element and select Exit States > Next. b) Left-click the CVP Subdialog Start_01 element to anchor the flow line. c) Right-click the CVP Subdialog Start_01 element and select Exit States > Done. d) Left-click the Audio element to anchor the arrow. e) Right-click the Audio element and select Exit States > Done. f) Left-click the CVP Subdialog Return_01 element to anchor the flow arrow. 58

73 Call Studio Custom Voice Application Create and Validate Voice Application Call Flow A call flow chart, similar to the following example, displays. Figure 19: Call Studio - Creating customhelloworld Call Flow - Connections Step 5 Configure the Audio Element: In this step, configure the Audio element for a verbal response, or, if you are not using a TTS server for this exercise, skip to the next step to configure the Audio element for a.wav file response. a) Select the Audio element block in the design window, as shown in the following figure. b) In the Element Configuration window (right-hand window), select the Audio (tab). c) Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1. 59

74 Create and Validate Voice Application Call Flow Call Studio Custom Voice Application d) With audio item 1 selected, the window fills out to display two boxes. In the TTS box, enter the text: You are listening to a custom version of the helloworld voice application. Bye now. Figure 20: Call Studio - Creating customhelloworld Call Flow - Audio Element Step 6 If you are creating the non-tts version of this exercise, complete the following substeps. Otherwise, skip to the next step. a) Select the Audio element block in the design window, as shown in the following figure. b) In the Element Configuration window (right-hand window) select the Audio (tab). c) Expand the Audio Groups tree to showaudio Groups > Initial > audio item 1. d) Select audio item 1 to display the audio choices and entry boxes. e) Because you will enter a specific audio path in the URI box, deselect Use Default Audio Path. f) In the URI entry box, enter the location of the audio file on the media server using the media server IP address. For example, enter: 60

75 Call Studio Custom Voice Application Deploy Custom Unified Call Studio Application to Folder You will copy holdmusic.wav to this location in the next substep. Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) Step 7 Step 8 Step 9 g) Minimize the Unified Call Studio application, open a file browser and copy the file holdmusic.wav from C:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. h) Restore the Unified Call Studio application and continue with the next main step. Click the CVP Subdialog Return_01 element and in the Element Configuration window, for Caller Input, under Value, enter yes to indicate that you want a value returned when a caller interacts with the customhelloworld application. Note A value is required for Caller Input. If you need additional support, see the Subdialog return -caller input error. In the Navigator panel (the panel with the tree structure), right-click customhelloworld (at the top of the tree) and select Validate. If there is a problem with the call flow logic, a Call Studio error message appears on the screen; otherwise, a Validation Successful message appears in the status bar at the bottom of the window. Click the Diskette icon, located at the top of the Unified Call Studio window, to save the application. Related Topics Create New Unified Call Studio Project, on page 56 Subdialog Return - Caller Input Error, on page 165 Deploy Custom Unified Call Studio Application to Folder To deploy the new application to a folder containing applications for the VXML server, complete the following steps: 61

76 Deploy Custom Unified Call Studio Application to Folder Call Studio Custom Voice Application Note This action converts the development files to run time format, and it copies the files to the file structure. It does not deploy (load) the application to the VXML Server, as the deploy operation is performed following this task: Procedure Step 1 In the Navigator panel of Unified Call Studio (top left), right-click customhelloworld and click Deploy. The Deploy Call Studio Project(s) window appears along with the message please enter a path to deploy to. The Folder entry is empty. The example in the following figure shows you the path required. See the next step to select this path. Note Only supply the part of the folder path shown in the figure. The application is automatically placed in its own folder under VXMLServer\application. Figure 22: Call Studio - Deploy Voice Application Step 2 In the Deploy Destination area, for Folder, click Browse and navigate to: C:\Cisco\CVP\VXMLServer. 62

77 Call Studio Custom Voice Application Deploy Custom Unified Call Studio Application to Folder Select VXMLServer from the browse tree and click OK. This selection places the folder for this application under the same folder as the existing HelloWorld VXML application. Figure 23: Call Studio - Browse to Application's Deploy Destination 63

78 Deploy Custom Unified Call Studio Application on VXML Server Call Studio Custom Voice Application Step 3 Step 4 Click Finish to deploy the application. Close or minimize Call Studio and open My Computer in the all-in-one-box server and browse to: C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployed application files. Figure 24: Verify the Custom Voice Application is on the VXML Server Step 5 If you are continuing with the exercise now, leave this window open for the next task. You can skip Deploy Custom Unified Call Studio Application to Folder, on page 61 and Deploy Custom Unified Call Studio Application to Folder, on page 61. Deploy Custom Unified Call Studio Application on VXML Server Although customhelloworld has been deployed to the VXML Server file system, and you loaded a reference to it onto the voice gateway running configuration (in Exercise #1), customhelloworld has not been deployed on the VXML Server. The application is not yet active on the server. There are two ways to deploy the application: restart the VXML Server or use deployapp.bat. The following steps explain how to use the.bat file to deploy an application. 64

79 Call Studio Custom Voice Application Deploy Custom Unified Call Studio Application on VXML Server Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Using a program such as VNC viewer, log in to the all-in-one-box server. Open My Computer, browse to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Open the admin folder. This folder contains.bat files for managing your VXML application. In this task, use the deployapp.bat file to deploy the application to the VXML Server. For a description of all the.bat files, see the topics related to accessing the VXML Server administration batch files. Double-click the deployapp.bat file. When prompted "Are you sure?" respond y and press Enter. If you receive a logger error message, you can ignore it. To verify that customhelloworld is deployed, doubleclick status.bat. The system displays the current status of the application. Its status should be running. Note If there is an error message, see the trouble shooting section of the guide. For example, if the VXML Server is not running, you will receive an error message and would refer to that section in the trouble shooting chapter. You can check the VXML Server status in the Operation Console using System > Control Center. Figure 25: Custom Voice Application status.bat Results Step 6 Navigate back up the directory tree to the VXMLServer\admin level and double-click its status.bat file to check all the applications running on the VXML Server. The status at the VXML Server level should show that both the HelloWorld and customhelloworld applications are running. Figure 26: status.bat - VXML Server Status 65

80 Test Custom Unified Call Studio Voice Application Call Call Studio Custom Voice Application Related Topics Access VXML Server Administrative Batch Files, on page 159 Test Custom Unified Call Studio Voice Application Call Place a call into the system using one of the numbers you configured for the customhelloworld application. Note If you have created the customhelloworld only for use in the comprehensive exercise, complete the other steps in that exercise before you can place a test call. Procedure Step 1 Step 2 Dial the FXS number or the VoIP 700 number you used when you defined the route patterns. For each input: For FXS input: For VoIP input: Listen to the customhelloworld response. Related Topics Define Route Patterns, on page 27 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise This task assumes you completed the TTS version of customhelloworld and want to try the non-tts version. Note The following instructions duplicate the in-line, alternate instructions in the prior configuration task. Complete the following tasks: Modify the Audio element Save and deploy the modified files through Call Studio Update (redeploy) the application to the VXML server using updateapp.bat Retest the application by making a call 66

81 Call Studio Custom Voice Application Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise Procedure Step 1 Step 2 If necessary, access the Unified Call Studio. For the non-tts version of this exercise, complete the following substeps: a) Select the Audio element block in the design window, as shown in the following example. b) In the Element Configuration window (right-hand window), select the Audio (tab). c) Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1. d) With audio item 1 selected, the window fills out to display a URI entry box. Point to the location of the audio file on the media server, using the server IP address (the all-in-one-box IP address). For example, enter: Figure 27: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) e) Be sure that Use Default Audio Path is deselected, so the application uses the path you just entered. f) Recommended: Leave the text in the TTS text box. The application first tries to play the.wav file. If the application fails to locate the audio file, it then attempts to play the text. If it successfully plays the text, but not the audio file, then customhelloworld is working, but there is an error in the URI you entered, or you did not copy the.wav file to the proper location (performed in a later step in this task). Step 3 Step 4 Right-click customhelloworld in the Navigator window and click Validate. Beneath the design window, click the Call Studio Problems tab. There should not be any problems shown; if there are, refer to the troubleshooting tips. 67

82 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise Call Studio Custom Voice Application Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Click the diskette icon to save the project, or click File > Save. Right-click customhelloworld in the Navigator window and click Deploy. The path for Folder should be: C:\Cisco\CVP\VXMLServer. Enter this path in the Folder box, if necessary. Click Finish to complete the deployment from Call Studio. Minimize the Call Studio application and use My Computer or the File Explorer to browse to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Double-click updateapp.bat to cause the VXML server to update its currently stored customhelloworld application with the modified version. Navigate to holdmusic.wav at C:\Cisco\CVP\OPSConsoleServer\GWDownloads and copy the file to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. Test the customhelloworld application by calling: For FXS input: For VoIP input: A few seconds of gentle "hold" music plays, then the call ends automatically. Related Topics Start Unified Call Studio, on page 56 Troubleshooting Tips and Techniques, on page

83 CHAPTER 9 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise This chapter provides instructions for the Unified CVP VXML server standalone call flow model reporting exercise. Unified CVP VXML Server with Reporting, page 69 Identify and Set Up CVP Call Server, page 70 Add Unified CVP Reporting Server to Operations Console, page 73 Remove and Replace Existing Standalone VXML Server Definition, page 74 View Added Server States, page 75 Set Up VXML Server to Send Call Data, page 76 Check Running Status of Servers and Restart VXML Server, page 76 Place Call to Request Custom Voice Application, page 77 Verify Reporting Server Receives VXML Event, page 78 Add Reporting User, page 78 Access cvp_data Informix Database Using Dbaccess, page 79 Query cvp_data Database, page 80 Unified CVP VXML Server with Reporting This exercise is a continuation of the earlier standalone exercises. It adds call reporting data using the built-in Informix database, and it also provides additional troubleshooting experience. The goal of this exercise is to configure Unified CVP to record data generated by calls requesting the customhelloworld application you created in the previous exercise and then examine that data. 69

84 VXML Server with Reporting Exercise Prerequisistes Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Note The built-in voice application HelloWorld does not generate complete reporting data. Instead, this reporting exercise uses the customhelloworld application. Adding reporting to the all-in-one-box configuration requires a new configuration for the VXML Server that references the call server. The call server acts as the interface between the VXML Server and the reporting server. One of the tasks in this exercise explains how to remove the standalone definition of the VXML Server and replace it with a definition that includes the call server reference. Despite this change within the Operations Console, the reporting exercise is still a standalone implementation of Unified CVP because the voice browser (VXML gateway) interfaces directly with the VXML Server. In this exercise, the call server is only used to pass the call flow data to the reporting server. Related Topics Standalone VXML Server Call Flow with Reporting, on page 9 VXML Server with Reporting Exercise Prerequisistes Complete the following prerequisites for this exercise: The VXML Standalone Server with Reporting exercise uses the Reporting Package, one of the installation selections. This package requires the Unified CVP hostname or Windows hostname for the server to be 12 characters or less. In the example exercises, the server hostname is DOCCVP801. If the hostname does not meet these requirements, the exercise still works properly and creates call reporting events. However, the reporting server does not write the data to the Informix database. Configure the server with the proper-sized drive to hold the minimum-sized Informix database. If you did not install the reporting package when you installed the software, rerun the Unified CVP installation and add the reporting component. Complete the two "VXML standalone" exercises and/or complete the Comprehensive call flow exercise including customhelloworld creation and testing. Have password, IP address, and other data ready. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Server Hardware and Software Requirements, on page 15 Unified CVP Component Installation, on page 33 Identify and Set Up CVP Call Server Before you can configure the reporting server, you must configure the call server to communicate with the reporting server. You need the following information to add the call server to the Operations Console: 70

85 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Identify and Set Up CVP Call Server Hostname of the call server. (For an all-in-one-box configuration, this is the same hostname as the Unified CVP server.) IP address of the call server. (For an all-in-one-box configuration, this is the same IP address as the Unified CVP server.) See the required exercise dial numbers and access information you previously collected. Note Because this is an all-in-one-box configuration, the same server also hosts the reporting service, VXML service, and the call server service. If you have completed the Comprehensive Call Flow Model exercise, you have already added the call server to the Operations Console, Proceed to the next task. Complete the following steps to configure the call server. Procedure Step 1 Step 2 Step 3 Log in to the Unified CVP server as an administrator using a program such as VNC Viewer. To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log in to the Operations Console using the password you established when you installed the software. Select Device Management > Unified CVP Call Server and Click Add New. The Unified CVP Call Server Configuration window appears on the screen. Figure 28: CVP Operations Console - Define the CVP Call Server Step 4 Enter the following information: a) IP address of the call server (same as the all-in-one-box host). b) Hostname of the call server (same as the all-in-one-box host). c) If desired, enter a description such as All-In-One CVP Call Server. 71

86 Identify and Set Up CVP Call Server Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise d) Select the following Activate Services items: ICM, IVR, SIP. Step 5 Click Next. An expanded Unified Call Server Configuration window appears with additional tabs. Figure 29: CVP Operations Console - Define Additional Call Server Configuration Items Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Click Save & Deploy to accept the default value for the items in the other tabs, save the configuration, and deploy the call server to the example installation. A successfully added to the network map message appears. Select System > Dialed Number Pattern. Click Add New to add a dialed number pattern. The Add New Dialed Number Pattern configuration page appears. In the Dialed Number Pattern field, enter each dialed number you configured for customhelloworld. Click the Local Static Route check box. In the IP Address / Hostname / Server Group Name field, enter the IP address of the voice gateway. Examples used in the prior exercise: and and Step 12 Step 13 Step 14 Click Save to save the dialed number pattern configuration. The Dialed Number Pattern list page appears. Repeat the Add New operation for each local static route that needs to be configured. Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVP Call Server devices. A Deployment Started Message appears. 72

87 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Add Unified CVP Reporting Server to Operations Console Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Add Unified CVP Reporting Server to Operations Console Call data for all SIP and VoiceXML calls handled by the call server is stored in the reporting database. In this task, you add the reporting server to the Operations Console and associate it with the call server so data can be collected. You need the required exercise dial numbers and access information you collected previously. Host name of the Call Server associated with the Reporting Server (the all-in-one-box server). Host name and IP address of the server on which the Reporting Database resides (the all-in-one-box server). The Reporting password you created during installation. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 If necessary, start the Operations Console. See Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld), on page 39. Choose Device Management > Unified CVP Reporting Server. A window opens listing reporting servers. Click Add New. The Unified CVP Reporting Server Configuration window opens to the General tab. Enter the IP Address and Hostname for the reporting server and a description, if desired, ( and ccbu-doc-cvp-1 in this example). Associate the call server to the reporting server by selecting the call server hostname from the Available pane and clicking the right arrow icon to add the call server to the Selected pane. Figure 30: CVP Operations Console - Add Reporting Server 73

88 Remove and Replace Existing Standalone VXML Server Definition Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Step 6 Step 7 If desired, examine the information in the other tabs. For this exercise, use the default values. When you finish configuring the reporting server, click Save & Deploy to save the settings in the Operations Server database and deploy the newly defined server. Note If you previously completed only the standalone exercises, restart the Unified CVP server after you replace the old, standalone version, of the VXML Server. Do not restart the server now. If you previously completed the comprehensive exercise, you have already replaced the VXML Standalone Server. Restart the Unified CVP server now and then skip to the task to set up the VXML Server to send call data. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Set Up VXML Server to Send Call Data, on page 76 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld), on page 39 Remove and Replace Existing Standalone VXML Server Definition The VXML Server sends its call data to the reporting server through the call server. For this reason, you must create a definition of the VXML Server in the Operations Console that includes its associated call server. The standalone VXML definition in the Operations Console does not include call server information. In this exercise, you delete the old VXML Server definition and add a new one that identifies the associated call server. Note If you have completed the Comprehensive Call Flow Model exercise, you have already installed this version of the VXML Server. Skip this task. Complete the following steps to define the VXML Server that includes an associated call server. Procedure Step 1 Step 2 Step 3 Step 4 Log in to the Operations Console. The definition for the new VXML Server (non-standalone) uses the same IP address. Therefore, delete the old definition. Select Device Management > Unified CVP VXML Server (standalone). At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio button for the VXML Server added in the earlier exercises, and click Delete. Confirm the deletion. Select Device Management > Unified CVP VXML Server. Note Do not select Unified CVP VXML Server (standalone). 74

89 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise View Added Server States Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 At the Find, Add, Delete, Edit Unified CVP VXML Servers window, click Add New to display the Unified CVP VXML Server Configuration window. Enter the IP address and hostname for the VXML server. The Operations Console helps by displaying the previous definitions. Use the same IP address and hostname as for the standalone definition you just deleted. This is the IP address and hostname of the all-in-one-box server/virtual server you are using for these exercises. For Primary Call Server, select the call server you defined earlier. Click Save & Deploy. Select Device Management > Unified CVP VXML Server and verify that the newly defined VXML server Device Status is Configured. Close the Operations Console. You must restart the Unified CVP server before you can proceed to the next task. Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 View Added Server States When you select a device from the Device Management menu, the following information is listed about all devices of that type that have been added to the Operations Console: Hostname - The host name of the device. IP Address - The IP address of the device. Device state - A device can be in one of two states: Configured or Invalid. A configuration can become invalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. For other possible causes and their solutions, see the troubleshooting tips section and to the Troubleshooting Guide for Cisco Unified Customer Voice Portal document. Description - An optional text description for the device. Complete the following steps to view the server states: Procedure Step 1 Step 2 Step 3 If necessary, start the Operations Console. From the Device Management menu, select Unified CVP Call Server, Unified CVP Reporting Server, and Unified CVP VXML Server one-by-one and verify that each server device status is configured. If any server device state is Invalid, edit the server configuration and click Save & Deploy. This action should reset the server state. Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Troubleshooting Tips and Techniques, on page

90 Set Up VXML Server to Send Call Data Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Set Up VXML Server to Send Call Data Complete the next steps to configure the VXML Server to send call data to the reporting server. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Operations Console, select Device Management > Unified CVP VXML Server. Click the radio button to the left of the server hostname and click Edit or click the Hostname link. On the Configuration tab,confirm that the following functions are set to Yes. a) Enable reporting for this VXML Server b) Enable reporting for VXML application details In the Inclusive filters box, enter *.*.*.* to include all data. When you finish configuring the reporting server, click Save & Deploy to save the settings and deploy the reporting server. Restart the all-in-one-box server. Check Running Status of Servers and Restart VXML Server In this task, you examine the running status of the various servers from the Operations Console. As an exercise, you may also restart one of the servers from the Operations Console. Procedure Step 1 From the Operations Console, select System > Control Center. 76

91 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Place Call to Request Custom Voice Application The Control Center - Network Map window opens. Figure 31: CVP Operations Console - Control Center - Network Map Step 2 Note The status of each server should be as shown in the preceding example. The call server status is Partial in the standalone exercises because a PG connection to ICM if not required. If you are continuing this exercise after completing the comprehensive exercise, the call server status should be Up. Optionally, perform the following steps to restart only the VXML Server: a) From the Control Center, select the VXML Server radio button, click Shutdown, and confirm the operation. b) From the Refresh drop-down, select Every 30 Seconds and click Go. c) In about one minute, the Status for the VXML Server changes to Not Reachable. Reselect the VXML Server, click Start, and confirm the operation. d) Its status should change to Up in about one minute. Place Call to Request Custom Voice Application Place a call into the system to cause the call server to send call data to the reporting server. Note You must use the dial number for customhelloworld. The predefined HelloWorld voice application creates minimal call data. Procedure Step 1 Place a call requesting the customhelloworld application as follows: For each input: For FXS (POTS) input:

92 Verify Reporting Server Receives VXML Event Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise For VoIP input: For POTS or VoIP input for the comprehensive call flow model exercise: Step 2 Listen to the customhelloworld response. You should immediately hear the message: You are listening to a custom version of the hello world voice application. Or, if you created the.wav version of customhelloworld, the holdmusic.wav file plays. Verify Reporting Server Receives VXML Event Perform the following steps to check the statistics for the reporting server. Procedure Step 1 Step 2 Step 3 From the Operations Console, select Device Management > Unified CVP Reporting Server. Click the radio button to the left of the server hostname and click Edit. Click Statistics. The Reporting Server Statistics window displays VXML Events Received for the call (and for the comprehensive exercise, SIP Events and IVR events as shown in the following example). Figure 32: Reporting - Examine Reporting Server Statistics for Comprehensive Call Step 4 Place another call and click Refresh at the bottom right of the Reporting Server Statistics window. The VXML Events Received count increases. Note Use the customhelloworld voice application for this test. The default, HelloWorld voice application does not generate complete report data. Add Reporting User In a non-test deployment, the reporting database administrator creates user accounts for people who need to run reports to access call data in the Informix DB. 78

93 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Access cvp_data Informix Database Using Dbaccess When you ran the setup.bat file, the system created the user cvp_dbadmin. You can use that user or create a new user. The exercise uses cvp_dbadmin. To create a user, complete the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 From the Operations Console choose Device Management > Unified CVP Reporting Server. The Find, Add, Delete, Edit Unified Reporting Servers window opens. Select the reporting server by clicking the link in its name field or by clicking the radio button above it and then clicking Edit. The Edit Reporting Server Configuration window opens. Select the Database Administration menu in the toolbar, and then select Manage Reporting Users. The Manage Users window opens, listing the IP address and host name for the currently selected reporting server. In the Manage Users pane, select Add User. In the Username field, enter the name for the user. In the Password field, enter a password for the new user. Note The password must include upper and lower case letters and numbers. See the required exercise dial numbers and access information you created earlier for the passwords you are using for these exercises. In the Reconfirm Password field, retype the password. In the Database Administrator Password field, enter the Database Administrator password that you established when you installed the software. Click Add to add the user. The message User <name> successfully added as a reporting user appears on the screen. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Access cvp_data Informix Database Using Dbaccess You can use the supplied Dbaccess tool to query the cvp_data Informix database as explained in this task. Some basic tips for using this character-based tool are: Your mouse does not work in this tool. Select menus and menu options using the first character of a menu or option, or, use the cursor arrow keys to make selections. Press Ctrl-w to obtain help for the specific menu or option currently selected. Exit an option or a menu level using the Exit selection. In the Query menu, type U and Enter to open Notepad. Edit or paste in your query, and save it if desired. When you click X to close Notepad, the query script is automatically transferred to Dbaccess. 79

94 Query cvp_data Database Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Procedure Step 1 Step 2 Step 3 Step 4 Access the all-in-one-box server, as administrator, using a tool such as VNC Viewer. Open a Windows command window: Start > Run. Type dbaccess and click OK. Connect to the cvp_data database: a) Press c to select Connection. b) Press c again to select Connect. c) Select the highlighted database server by pressing Enter. d) At the USER NAME prompt, type cvp_dbadmin and press Enter. Note The cvp_dbadmin user is created when you install the Unified CVP software. e) Enter the password you created for reporting when you installed the software. f) At the SELECT DATABASE prompt, use the arrow keys to select the cvp_data<hostname> database, and press Enter. The dashed line below the menu should now show the database name as in the following example. Figure 33: Dbaccess - Connect to the cvp_data Database Step 5 Select Exit to back up to the main menu and continue with the next task. Query cvp_data Database This task continues with the use of the Dbaccess tool to create and run a database query. Note For detailed information on the reporting, see the Reporting Guide for Cisco Unified Customer Voice Portal. Procedure Step 1 Step 2 From the top-level menu of Dbaccess, press q to select Query-language. Press n to enter a new query (or u to use an editor). See topics related to accessing the cvp data Informix database using Dbaccess for more information. 80

95 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise Query cvp_data Database Step 3 Enter one of the following queries. Press Esc when finished entering the query (or if in Notepad, exit to transfer the text to Dbaccess). Query #1: Number of Call: This query shows the total number of calls made. Run the query. Make a call and rerun the query to see the call count increment. Select count(callguid) From call QUERY #2: Follow a Call through its Call Studio script: Run the next query to see basic information about the call; the elementname items change to reflect the call's progress through the Call Studio script. Press "N" to display the next set of elements in the progression. If you are running this query in conjunction with the comprehensive exercise, the last element displayed is "CVP Subdialog Return_01" which is the end of the script and shows control returning to the ICM script. (a. b. and c. below are "table aliases") SELECT a.callguid, a.callstartdate, a.dnis, b.appname, c.elementname FROM call a, vxmlsession b, vxmlelement c WHERE a.callguid = b.callguid AND b.sessionid = c.sessionid AND a.callstartdate=today Step 4 Press r to run the query. Related Topics Access cvp_data Informix Database Using Dbaccess, on page 79 81

96 Query cvp_data Database Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise 82

97 CHAPTER 10 Comprehensive Call Flow Model Exercise This chapter provides instructions for the Comprehensive call flow model exercise. The Comprehensive call flow model exercise emulates a simple Unified CVP test environment that incorporates the VXML Server, call server, and reporting server in a single all-in-one-box configuration. About Comprehensive Call Flow Model Exercise, page 83 Comprehensive Call Flow Design Elements and Sections, page 85 CVP Comprehensive Call Flow Exercise Prerequisites, page 86 Section A: Ingress Gateway/Voice Browser Setup, page 87 Section B: Unified CVP Setup for Unified ICM, page 94 Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM, page 100 Section D: Unified ICM Scripting Configuration for Unified CVP, page 125 Section E: Unified CM Setup for Unified CVP VoIP Call Support, page 134 Place Calls to Complete Main Exercise, page 134 Call Transfer Addition to Exercise, page 135 Reporting Element Addition to Exercise, page 137 About Comprehensive Call Flow Model Exercise This chapter provides instruction on how to perform the Comprehensive call flow model exercise. The overall goal of this exercise is to provide experience with the Comprehensive call flow model in a simple Unified CVP test environment. The test environment incorporates the VXML Server, call server, and reporting server in a single all-in-one-box configuration and uses a voice gateway with browser. The single box gateway incorporates the elements needed for both the ingress gateway and the voice browser. The Unified ICM installation in this exercise is also a simplified all-in-one-box version suitable for a test environment. The Comprehensive Call Flow Model exercise can be performed independently of the other exercises in this guide, as the next task after completing the standalone exercises presented in the previous chapters. For an explanation of the Comprehensive Call Flow Model, see the Configuration and Administration Guide for Cisco United Customer Voice Portal. 83

98 About Comprehensive Call Flow Model Exercise Comprehensive Call Flow Model Exercise Individual goals for this exercise include: Successfully complete a call that requests the Cisco built-in voice application, HelloWorld. Complete the call using either a standard analog phone connected to the gateway FXS port or a VoIP call using Unified CM. Successfully complete a call that requests the custom voice application (customhelloworld) that you created using Unified Call Studio. If you have not created this application, see the Comprehensive call flow exercise prerequisites. Extend the basic customhelloworld Unified ICM script to transfer the call to another phone. Use the reporting server, included with the Unified CVP installation, to place call data into the cvp_data Informix database and retrieve that data. Note Cisco recommends that you complete the standalone exercises before doing this exercise. The earlier exercises provide important configuration and troubleshooting information and experience. Related Topics Unified CVP Comprehensive Call Flow, on page 11 Comprehensive Call Flow Design Elements and Sections, on page 85 CVP Comprehensive Call Flow Exercise Prerequisites, on page 86 84

99 Comprehensive Call Flow Model Exercise Comprehensive Call Flow Design Elements and Sections Comprehensive Call Flow Design Elements and Sections The following descriptions and diagram present the various systems that work together to create the comprehensive call flow environment for this exercise. To help you better follow the configuration tasks, the tasks are grouped according to the elements you are adding to the exercise as shown in the diagram. Figure 34: Unified CVP Comprehensive Flow Model Example The elements, indicated by the letters in the diagram, are: A - Voice Gateway (Ingress Gateway/Voice Browser). For this exercise, the two subsystems are hosted on a single platform. The gateway configuration required for this exercise consists of modifications to the gateway running configuration file. B - CVP Servers (VXML server, call server, and reporting server). The various servers are hosted on a single platform called an all-in-one-box configuration. They are identified and configured using the Operations Console. The reporting database can also be installed as part of the Unified CVP installation. There are several setup tasks included in Section B of the exercise instructions. C - CVP to ICM Peripheral Gateway. This gateway connects Unified CVP to Unified ICM through the Unified CVP call server. D - ICM. In the comprehensive call flow model, Unified ICM handles the call, routing the call and sending the requests it generates for IVR functions to Unified CVP. Configuration includes all elements of Unified ICM that must interact with Unified CVP. E - Unified CM. The Unified CM provides VoIP interconnection. It interfaces directly with Unified CVP and the voice gateway. To configure each of the preceding elements, see the corresponding configuration tasks in this chapter. For example, to configure the voice gateway, see the Section A. 85

100 CVP Comprehensive Call Flow Exercise Prerequisites Comprehensive Call Flow Model Exercise CVP Comprehensive Call Flow Exercise Prerequisites Be sure you complete the following prerequisites before continuing with this exercise: Hardware requirements include setting up the gateway and the all-in-one-box server or virtual server. Required exercise dial numbers and access information. Prerequisite tasks before installing the Unified CVP software. ICM installation as an all-in-one-box ICM test installation - ready to configure. See the Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. Trunk and route pattern information in Unified CM. These settings are required for VoIP calls, and, because the ingress gateway translates POTS calls to VoIP, trunk and route pattern information is also required for POTS calls in the comprehensive exercise. If you did not perform the previous exercises, install the Unified CVP software package, including the Reporting package, if desired. Creating the customhelloworld It is best to create customhelloworld as part of the standalone exercises, so you can test it in a simpler environment. However, you can create the voice application as part of the comprehensive exercise. As part of the exercise prerequisites, install Call Studio now. In this comprehensive exercise, you will be instructed to create and deploy a custom voice application called customhelloworld that you created using Call Studio. Note There are two versions of customhelloworld: one that uses a TTS server, and one that uses a.wav file. Instructions are provided to create either version of customhelloworld, or to modify the TTS version if you have already created it and want the.wav version. Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Related Topics Call Studio Custom Voice Application, on page 55 Exercise Modification for VoIP Phones Using Unified CM, on page 23 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page 66 Prerequisite Tasks Before Unified CVP Software Installation, on page 20 Required Exercise Dial Numbers and Access Information, on page 18 Server Hardware and Software Requirements, on page 15 Unified Call Studio Installation, on page 53 Unified CVP Component Installation, on page 33 86

101 Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Setup Section A: Ingress Gateway/Voice Browser Setup In a production environment, you may decide to place the ingress gateway and the voice browser (VXML Gateway) on separate hosts for greater throughput, extensibility, or failover protection. However, the comprehensive exercise in this chapter is designed to use a minimum amount of equipment. The ingress gateway and the voice browser are combined into a single gateway. (It can be the same voice gateway used in the standalone exercises.) The tasks in this sub-section are required to set up the gateway. The basic tasks are: If you performed the standalone exercises, restore the modified gateway running configuration to its baseline configuration. Log in to the Operations Console, register the gateway, verify that the Operations Console can reach the gateway, and copy all required files from the Unified CVP installation to the gateway. Create a custom template and use the Operations Console to push the configuration to your gateway. These basic tasks are presented as detailed tasks in this section. Restore Gateway Running Configuration If you completed the previous exercises, your gateway current running configuration contains many commands applicable to the standalone call model. However this could get confusing if you also add the pieces needed for the comprehensive exercise. Also, the earlier commands would generate error messages as you attempt to add similar or identical items to the configuration file for the comprehensive exercise. For this reason, it is helpful to revert to your original, working gateway configuration before adding the changes for this exercise. To create a configuration that contains only the modifications needed for the comprehensive exercise, first restore the running configuration to its original, pre-exercise state using the following procedure: Procedure Step 1 Telnet to the voice gateway and log in as follows: a) From the Windows taskbar, select Start > Run. The Run window opens. b) In the Run window, enter: telnet <GatewayIP> and click Ok. Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises. The User Access Verification window opens. c) Enter the password for the gateway. The hostname prompt for the gateway opens. Example: MyGateway Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter en and press Enter. Then enter the password you established for your gateway enable mode. 87

102 Sign In to All-in-One-Box Server and Start Operations Console Comprehensive Call Flow Model Exercise The prompt changes to the gateway hostname followed by a # sign. Example: MyGateway# Step 3 If you have changed the gateway startup configuration, first restore it from a saved configuration file as follows: a) Type copy <saved_config> startup and press Enter. Where: <saved_config> is the name of a file that contains your original, simplified, working gateway configuration. (No file extension is needed for this command.) b) At the display Destination filename [somefilename] press Enter to confirm the filename and action. The system responds with a confirmation message. Step 4 To make the running configuration the same as the restored startup configuration, reload the gateway by entering and confirming the reload command: a) Type reload and press Enter. b) Respond to the prompt. Type y and press Enter. Sign In to All-in-One-Box Server and Start Operations Console In this task, log in to the Operations Console as a pre-step for identifying the gateway to CVP. Note Use the following steps whenever needed throughout this exercise to log in to the all-in-one-box server and start the Operations Console. The following steps use VNC Viewer to access the Operations Console; you can also log in to the console using your browser with an address such as: (where the IP address is the IP of the all-in-one-box server). However, the exercises use VNC Viewer because you will likely perform other tasks such as executing a batch file or restarting the server. Procedure Step 1 Step 2 Using a program such as VNC Viewer, log in to the server or virtual server that has Unified CVP installed. The main Windows 2008 screen opens. To start the Operations Console program, choose Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 88

103 Comprehensive Call Flow Model Exercise Sign In to All-in-One-Box Server and Start Operations Console You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue. The Cisco Unified Customer Voice Portal Login window displays. Figure 35: CVP Operations Console - Login Window Step 3 Log in to the Operations Console as administrator using the password you established when you installed the Unified CVP product. The Cisco Unified Customer Voice Portal (Operations Console) window opens. Figure 36: CVP Operations Console - Main Window 89

104 Add Voice Gateway to Operations Console Comprehensive Call Flow Model Exercise Add Voice Gateway to Operations Console This task identifies the voice gateway to the Operations Console for management and enables you to transfer files to the gateway. Note If you have completed the standalone exercises, you have already added the gateway and verified access to it from the Operations Console. Unless you are using a different gateway for the comprehensive exercise, skip to the task to transfer the required gateway scripts and.wav files to the gateway. Procedure Step 1 In the Operations Console, click Device Management > Gateway > Add New. The Gateway Configuration window opens. Figure 37: CVP Operations Console - Add Ingress Gateway Step 2 From the required exercise dial numbers and access information you recorded earlier, enter the following information: IP address of the ingress gateway Gateway hostname Gateway device type (enter using the drop-down window) Login username for the gateway (if your gateway requires a username; some do not) User password for the gateway (the password for a monitor-level user) Enable password for the gateway (the administrator-level password) 90

105 Comprehensive Call Flow Model Exercise Transfer Gateway Scripts and.wav Files to Gateway Step 3 Step 4 Verify that the Operations Console can reach the gateway using the information you entered as follows: a) Click Test Sign-in. After a short time you should receive the Test Sign-in Successful message. If you do not receive this message, recheck the IP address, hostname, username, and passwords you entered. Click Save. A confirmation window opens, showing the IP address and hostname of the gateway you added. Step 5 (Optional) If you need to check the gateway software version, click Device Management > Gateway > click the entry for the gateway > IOS Commands > Show Version. The version information is displayed in the first line of the results. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Transfer Gateway Scripts and.wav Files to Gateway, on page 91 Transfer Gateway Scripts and.wav Files to Gateway Use the following steps to transfer required files to the voice gateway. Alternately, you can: Transfer the files from the Unified CVP product CD directly to the gateway. Place the files on your FTP server (from the CVP CD) and use TFTP to transfer the files using the FTP command line interface. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Log in to the Operations Console. Click Bulk Administration > File Transfers > Scripts and Media. In the Device Association panel, select Gateway from the Select Device Type drop-down list. From the Available box, use the right arrow to move the gateway you identified to the Selected box. In the Script and Media Files panel, select the Default Gateway Files radio button. Then select the following files to transfer: Note If you performed the standalone exercises, you have already transferred critical_error.wav, cvperror.tcl, and ringtone.tcl. bootstrap.tcl bootstrap.vxml critical_error.wav cvperror.tcl handoff.tcl recovery.vxml 91

106 Copy Configuration Changes to Operations Console Comprehensive Call Flow Model Exercise ringback.wav ringtone.tcl survivabilty.tcl Step 6 Step 7 Click File Transfer Status to monitor the progress of the transfer. (Click Refresh as necessary to refresh the status display.) Leave the Operations Console open; you will use it in the next task. Related Topics Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Copy Configuration Changes to Operations Console In this task you bring the modified template into the Operations Console. There are two ways to perform this task. You can copy the file to the system that is running the Operations Console, and then ause the Add Template feature to add the template. You can create a template in the Operations Console by copying an existing template, and then pasting your configuration over the lines in the template copy to create a new version of the copied template. This is the method used in the following steps. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Open the Operations Console you are using for this exercise and select: System > IOS Template > IOS Template Management. Select any of the sample templates and click Copy. Provide a name and description for the new template. For example: Comprehensive Example.tpt Comprehensive Getting Started Exercise Check the check box Enable template modification. Highlight and delete all the contents of the template. From Notepad (or the editor you used), copy the entire sample template you modified, and then paste the contents into the empty template file in the Operations Console. In the Operations Console click Save to save a new template based on the example configuration. Note Use a similar process to convert a saved gateway configuration to a template you can use within the Operations Console. Be sure to add the two required lines at the top of the template:! Customer Voice Portal 8.0(1) IOS Template conf t 92

107 Comprehensive Call Flow Model Exercise Push Configuration Changes to Gateway and Verify Success Push Configuration Changes to Gateway and Verify Success In this task you use the Operations Console to update the gateway configuration from its existing running-config to the template configuration you created for the comprehensive getting started exercise. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 From the Operations Console select: System > IOS Configuration > IOS Template Deployment. From the Select Template dropdown, select the template you just created. In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for this exercise, and click the right arrow button. Click Preview and Deploy. See the template previewed with the message The IOS Template is valid and ready for Gateway deployment. Note The validation process only checks for proper template variables; It does not check the gateway configuration syntax. There are no variables in the template for the standalone exercises. Scroll down and click Deploy, then verify the command. The following message appears The IOS Template deployment has started. For detailed information, select the Deployment status button. Click the Deployment Status icon. The Deployment Status window opens showing the status as In Progress. Wait one minute and click Refresh to determine if the deployment is complete (status is Success). Note If the status is Failed, click the status link and examine the message details. The line causing the error will be the last line in the status message. Once the Success status displays, continue to the next step. From the Operations Console, select Device Management > Gateway and double click the link for the gateway you added. Select IOS Commands > Show running-config and verify that the new configuration includes the commands you just pushed from the Operations Console. Note If you need to roll the gateway configuration back to its prior configuration (one level of rollback only is supported), select: System > IOS Configuration > IOS Template Deployment > Deployment Status. Select the gateway, and then click Rollback. Save New Running Configuration to Startup Configuration File In this task, save the new, combined running configuration as a new startup configuration. Note This procedure assumes that you have already saved your original startup configuration. If you have not saved the original startup-config file (or saved your original running configuration), you are urged to do that first. 93

108 Section B: Unified CVP Setup for Unified ICM Comprehensive Call Flow Model Exercise Procedure Copy the running configuration to the startup configuration file to save in NVRAM (in case the Gateway reboots). At the command prompt: Type copy running-config startup-config and press Enter. Or Type just: copy running startup and press Enter. Press Enter at the verification prompt. Related Topics Back Up Existing Voice Gateway Running Configuration, on page 47 Section B: Unified CVP Setup for Unified ICM In the Comprehensive call flow model, the gateway sends the call request to the call server instead of directly to the VXML Server. Complete the following tasks to set up Unified CVP for use with Unified ICM. Identify and Setup Call Server in Operations Console You will need the following information to add the call server to the Operations Console: Hostname of the call server (For an all-in-one-box configuration, this is the same hostname as for the all-in-one-box server). IP address of the call server (For an all-in-one-box configuration, this is the same IP address as for the Unified CVP server). See the required exercise dial numbers and access information you recorded previously. Note Because this is an all-in-one-box configuration, the same server also hosts the reporting service, VXML service, and the call server service. Complete the following steps to configure the call server. Procedure Step 1 Step 2 Step 3 If the Operations Console is not already running, log in to the Unified CVP server as an administrator using a program such as VNC Viewer. To start the Operations Console program, select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log in to the Operations Console using the password you established when you installed the software. Select Device Management > Unified CVP Call Server and Click Add New. 94

109 Comprehensive Call Flow Model Exercise Identify and Setup Call Server in Operations Console The Unified CVP Call Server Configuration window appears. Step 4 Enter the following information: a) IP address of the call server (same as the all-in-one-box host). b) Hostname of the call server (same as the all-in-one-box host). c) If desired, enter a description such as All-In-One CVP Call Server. d) Select the following Activate Services items: ICM, IVR, SIP. Figure 38: CVP Operations Console - Define the CVP Call Server Step 5 Click Next. An expanded Unified Call Server Configuration window opens with additional tabs. Figure 39: CVP Operations Console - Define Additional Call Server Configuration Items Step 6 Step 7 Select the ICM tab and verify that the VRU connection port is 5000 (the default port number). Click Save &Deploy to accept the default values for the items in the other tabs, save the configuration, and deploy the call server to the example installation. 95

110 Identify and Setup Call Server in Operations Console Comprehensive Call Flow Model Exercise You receive a message that certain fields have changed. Click OK to continue. A successfully added to the network map message, similar to the following example, appears: Figure 40: Unified CVP Operations Console - Call Server Successfully Added Step 8 Step 9 Step 10 Step 11 Select System > Dialed Number Pattern and click Add New to add a dialed number pattern. The Add New Dialed Number Pattern configuration page appears. In the Dialed Number Pattern field, enter each dialed number you configured for customhelloworld. The > character indicates any additional digits. For example, 9191 can be entered as 91>, and 9292 can be entered as 92>. Using this pattern matching convention enables the numbers to match their intended targets, even after the system adds additional identifying digits during the call handling process. Check the Enable Local Static Route check box. In the IP Address/Hostname/Server Group Name field, enter the IP address of the voice gateway. Dialed Number Pattern IP Address / Hostname / Server Group name Address Description Description 91> Ingress gateway IP address This entry matches the ringtone.tcl dial peer in the gateway configuration. It provides the sound of the ringing phone after you dial the exercise test number. 92> Ingress gateway IP address This entry matches the cvperror.tcl dial peer in the gateway configuration. It provides error handling > Ingress gateway IP address This entry will match the VRU label you establish later in ICM. It is used to pass incoming calls to ICM. The ">" indicates any additional digits after the " " and is added because additional digits are added to the label by ICM. 96

111 Comprehensive Call Flow Model Exercise Identify and Setup Call Server in Operations Console Dialed Number Pattern IP Address / Hostname / Server Group name Address Description Description 40> Unified CM This entry identifies a set of phones where the Unified CM can send the exercise test call to. In this test setup, you send the call to a phone with an extension beginning with 40. The 40> entry will match any phone number that begins with 40. The IP address should be the Unified CM server you are using for this exercise. If you are sending the call to a different phone number, use that number instead of 40>. Step 12 Click Save to save the dialed number pattern configuration. The Dialed Number Pattern list page displays. Figure 41: Dialed Number Pattern List Page Step 13 Step 14 Repeat the Add New operation for each local static route that needs to be configured. Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVP Call Server devices. 97

112 Add Unified CVP VXML Server to Operations Console Comprehensive Call Flow Model Exercise A Deployment Started Message appears. Step 15 Leave the Operations Console open for the next task. Related Topics Required Exercise Dial Numbers and Access Information, on page 18 Add Unified CVP VXML Server to Operations Console Complete the following steps to identify, configure, and deploy the VXML Server. Note If you completed the previous Unified CVP VXML Server with Reporting exercise, you have already added a non-standalone VXML server. Skip to the next task to create and deploy the customhelloworld voice application. Otherwise, if you previously added a standalone VXML Server, you must delete it because the new definition uses the same IP address. Complete the following steps. Procedure Step 1 Step 2 Log in to the Operations Console. If you created a standalone VXML Server (for the previous exercises) and have not yet deleted it, the definition for the new VXML Server (non-standalone) uses the same IP address. Therefore you must delete the old VXML Standalone definition. Complete the following substeps to delete the VXML standalone instance. Note If the standalone instance does not exist, or is already deleted, skip to the next step. a) Select Device Management > Unified CVP VXML Server (standalone). b) At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio button for the VXML Server added in the earlier exercises and click Delete. Confirm the deletion. Note Once the standalone VXML Server is deleted, continue to the next step. 98

113 Comprehensive Call Flow Model Exercise Create and Deploy customhelloworld Voice Application Step 3 Step 4 Step 5 Step 6 Step 7 If you have not added a non-standalone VXML Server to the all-in-one-box configuration, select Device Management > Unified CVP VXML Server (not the standalone selection). At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the Unified CVP VXML Server Configuration window. Enter the IP address and hostname for the VXML Server. This will be the IP address and hostname of the all-in-one-box server/virtual server you are using for these exercises. Enter a description such as CVP VXML Svr NOT Standalone. For the Primary Call Server, select the call server from the drop-down list. Figure 42: CVP Operations Console - Add Non-standalone VXML Server Step 8 Step 9 Step 10 Step 11 Click Save & Deploy. A confirmation message appears requesting to restart the call server. Select Device Management > Unified CVP VXML Server and verify that the newly defined VXML Server Device Status is Configured. Close the Operations Console. You must restart the Unified CVP server before you can proceed to the next task. Click Start > Shutdown > Restart and enter a comment such as must restart call server to deploy. Related Topics Create and Deploy customhelloworld Voice Application, on page 99 Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Create and Deploy customhelloworld Voice Application Now you have configured Unified CVP to the point that you can create and deploy the customhelloworld application. 99

114 Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM Comprehensive Call Flow Model Exercise Note If you have already created and deployed customhelloworld for the standalone exercises, you only need to deploy the custom Call Studio application to the new VXML Server. Procedure Step 1 Step 2 If you have not installed Unified Call Studio, install it now. Create and deploy the customhelloworld voice application. Note There are two versions of customhelloworld: one that uses a TTS server and one that uses a.wav file. Instructions are provided to create either version of customhelloworld, or to modify the TTS version if you have already created it and want the non-tts.wav version. Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Related Topics Unified Call Studio Custom Voice Application Additions, on page 55 Deploy Custom Unified Call Studio Application on VXML Server, on page 64 Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page 66 Unified Call Studio Installation, on page 53 Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM On the all-in-one-box server, using the ICM software, install a Peripheral Gateway between Unified CVP and Unified ICM. Installing and configuring a Peripheral Gateway that interfaces between Unified CVP and Unified ICM involves the following tasks: Examine the Unified ICM installation and verify that enough PG places are allocated. Add the PG to the Unified ICM Configuration Manager to obtain a PG ID. Install the PG on the all-in-one-box server. Define the VRU on the Unified ICM system. Set the newly defined VRU as the default VRU within the Unified ICM system. Verify Enough PG Places Allocated On Unified ICM In this task, run the Unified ICM setup program and verify that the proper number of spaces are allocated for PGs. 100

115 Comprehensive Call Flow Model Exercise Verify Enough PG Places Allocated On Unified ICM Procedure Step 1 Step 2 Step 3 Step 4 Log in to the server that is hosting Unified ICM using a tool such as VNC Viewer. To run the setup program, click Start > Run, and enter icmsetup in the text box, and then click OK. Respond no to the security hardening prompt. Examine the Cisco ICM Setup initial window. Write down the name of the ICM Instance shown in the ICM Instances pane. Later, you must create an instance with the same name. The "instance" used in this exercise is icm. Figure 43: ICM Setup - Check Number of Allocated PG Slots Step 5 Step 6 Optionally, deselect Prompt for Security Hardening. Security hardening is not used in this exercise. The Instance Components pane fo the Cisco ICM Setup window, select RouterA and then click Edit. Note If you previously started the ICM RouterA service, the program prompts you to stop the service. Respond Yes to shut it down. 101

116 Define Voice Response Unit (VRU) on Unified ICM Comprehensive Call Flow Model Exercise The Router Properties window opens. Step 7 Click Next twice to open the following Device Management Protocol Properties window. Figure 44: ICM - Check Range of PGs That Can Be Used Step 8 Step 9 Step 10 Step 11 In the Peripheral Gateway Devices box, be sure you have at least 2 devices indicated. If not, enter 1-2 in this box, indicating that Unified ICM should use PGs in the range 1 through 2. Note If you are using the Unified ICM installation for other purposes and require additional PGs, adjust the number in the Peripheral Gateway Devices box accordingly, to ensure that you have 2 PGs for this exercise. Be sure to enter a range, not a single digit. Click Next until you see the summary screen. On the summary screen, click Next, and allow the system to perform its configuration. Select Yes, start the ICM Node Manager and click Finish to complete the setup wizard. Click Exit Setup to close the setup window. Define Voice Response Unit (VRU) on Unified ICM In this task, you define the Voice Response Unit on the Unified ICM system. Use the values listed in the following steps. The VRU name is needed when you define the peripheral gateway, later in this section. 102

117 Comprehensive Call Flow Model Exercise Define Voice Response Unit (VRU) on Unified ICM Procedure Step 1 Step 2 Step 3 Log in to the Unified ICM server using a program such as VNC viewer. On the server, double-click the ICM Admin Workstation icon to open the workstation interface. The workstation folder opens displaying a number of management tools. Double-click Service Control and verify that the following services are running: Cisco ICM icm Distributor Cisco ICM icm LoggerA Cisco ICM icm RouterA These services must be running before you can open the ICM Configuration Manager. If necessary, select the services that are not running and click Start. Wait a few seconds after all services are started. Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Close the Service Control window. For convenience, right click the Configuration Manager selection in the Unified ICM Admin Workstation folder and send its icon to the desktop. You can now close the workstation. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a compacted tree structure. From the Configuration Manager, choose Tools > Explorer Tools > Network VRU Explorer (double click). On the Network VRU Explorer window, click Retrieve. This action displays the Add Network VRU button. Click this button to display the Network VRU configuration tabs. ON the Network VRU tab, add a VRU definition using the following values: Name: Type10_CVP_VRU Type: Type 10 (from the drop-down list) 103

118 Add PG to ICM Configuration Manager and Obtain PG ID Comprehensive Call Flow Model Exercise Description: CVP VRU for Comprehensive Ex Figure 45: ICM - Create Type 10 VRU Name Step 10 Step 11 Click Save. The VRU name you just added should display in the tree on the left side of the Network VRU Explorer window. Minimize the Network VRU Explorer tool. Once you define a routing client, you will access this tool again to add a label to the VRU definition. Add PG to ICM Configuration Manager and Obtain PG ID Add the PG to the ICM Configuration Manager to obtain a PG ID. You will need this ID to install the instance of the PG when you perform the next task. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Double-click the Configuration Manager icon on the desktop, if necessary, to open the Configuration Manager. The Configuration Manager window opens and displays a compacted tree structure. In the ICM Configuration Manager, select Configure ICM > Peripherals > Peripheral > PG Explorer (double-click). Click Retrieve to activate the Add PG button at the bottom of the window. Click Add PG to display the Logical Controller tab entry pane. In the Logical Controller tab panel, enter the following information: a) Name: CVPPG (PG identifying name for this exercise). b) Client Type drop-down: VRU and then click Save. 104

119 Comprehensive Call Flow Model Exercise Add PG to ICM Configuration Manager and Obtain PG ID c) After you save the definition, the top portion of the Logical Controller tab displays the Logical Controller ID and the Physical Controller ID for this logical controller (5000 for each value in the following example). Write down the value of the Logical Controller ID. Figure 46: ICM Configuration Manager - PG Logical Controller ID Step 6 Step 7 When you save the CVPPG definition, the system adds a peripheral with the same name (CVPPG_1 in this example) and opens a multi-tab configuration window. (If the window does not open, select the CVPGP_1 object in the tree.) Note If you need to add the peripheral manually, click Add Peripheral (bottom left of the main window below the PG tree). On the Peripheral tab of the multi-configuration window, select Enable post routing (bottom of the window). Figure 47: ICM Configuration Manager - Add PG and Get ID 105

120 Add PG to ICM Configuration Manager and Obtain PG ID Comprehensive Call Flow Model Exercise Step 8 Step 9 Write down the number of the Peripheral ID (5000 in the preceding example). On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC. Figure 48: ICM Configuration Manger - Routing Client Label for PG Step 10 On the Advanced tab, for Network VRC, select Type10_CVP_VRU, the VRU that you configured earlier. Figure 49: ICM Configuration Manager - Configure PG 106

121 Comprehensive Call Flow Model Exercise Add Label to VRU Step 11 Step 12 Click Save to save the configuration. Click Close to close the explorer. Related Topics Define Voice Response Unit (VRU) on Unified ICM, on page 102 Add Label to VRU In this task, you access the VRU definition you previously defined (Type10_CVP_VRU) and create a label for it. This label requires the name of the routing client (defined in the task to add the PG to the ICM Configuration Manager), which you can choose from a drop-down list. Complete the following steps to define the VRU Label. Procedure Step 1 Step 2 Step 3 Step 4 Reopen the minimized Network VRU Explorer tool, if it is closed. And from the Configuration Manager. select Tools > Explorer Tools > Network VRU Explorer. If necessary, click Retrieve to display the defined VRUs. Select the VRU you just added (Type10_CVP_VRU) and click Add Label (button at the bottom left of the window). The Label tab appears. For the Routing Client, select the client you created previously (CVP_RC in this example). Enter a label of and click Save and then Close. Figure 50: ICM - Create Type 10 VRU Label Set Default Voice Response Unit (VRU) In this task, you identify the Voice Response Unit, defined in the previous step, to Unified ICM using the Configuration Manager. 107

122 Set Default Voice Response Unit (VRU) Comprehensive Call Flow Model Exercise Procedure Step 1 Step 2 Step 3 Step 4 If necessary, access Unified ICM and start the services needed for the Configuration Manager. Double-click the Configuration Manager icon on the desktop (or select it from the Admin Workstation). The Configuration Manager window opens and displays a tree structure. Select Tools > Miscellaneous Tools > System Information (double click). The System Information window appears. In the VRU section, select the name of the VRU that you previously established. In this example: Type10_CVP_VRU Figure 51: ICM Configuration Manager - Identify the Default VRU Step 5 Click Save and then click Close to exit the window. 108

123 Comprehensive Call Flow Model Exercise Install PG on Unified CVP Related Topics Define Voice Response Unit (VRU) on Unified ICM, on page 102 Install PG on Unified CVP In this task, you use the icmsetup program (on the Unified ICM CD/DVD) to set up a peripheral gateway on the Unified CVP server. The peripheral gateway that connects Unified CVP and Unified ICM resides on the Unified CVP server. You will need the required exercise dial numbers and access information you recorded previously: Unified ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on the server. You must use this same Unified ICM instance name when you set up Unified ICM on the Unified CVP server using the following steps. In the example, the instance name is: icm. The controller domain name you used when you set up Unified ICM. This is the Microsoft Active Directory domain name you created for the router/logger. In the example it is: ccbu-doc-ad.cisco.com. Procedure Step 1 Using a tool that can run Cisco ICM Setup from a DVD or.iso file, such as VMware Infrastructure Client, log in to the server that is hosting Unified CVP (not Unified ICM). In this example, the IP address is

124 Install PG on Unified CVP Comprehensive Call Flow Model Exercise Step 2 Step 3 Step 4 Note If you have previously installed a PG on this server, you do not need the Unified ICM CD/DVD. In this case, use VNC Viewer to access the Unified CVP server and run icmsetup. Select Start > Run and enter icmsetup in the text box, and click OK. On the Unified CVP server, open the Unified ICM CD/DVD media, or connect to the Unified ICM installation.iso file, and run setup.exe (or right click the drive and click autoplay). Respond No to the security hardening prompt, if it appears. The Cisco ICM Setup window opens. Figure 52: ICM - Add ICM Instance Step 5 Step 6 In the ICM Instances panel, click Add to open the Add Instance dialog box shown in the preceding example. In this box, define the instance of Unified ICM that Unified CVP will use. Use the same instance name that you used for your ICM installation. Enter the following information: Instance Name: icm (in this example). Note For more information on the instance name, see the bullet list at the beginning of this task. Instance Number: auto entered. Controller Domain: ccbu-doc-ad.cisco.com (in this example). Note Enter the actual controller domain name you used for the Unified ICM server installation. See the bullet list at the beginning of this task for details. Click OK to create the ICM instance definition for CVP. 110

125 Comprehensive Call Flow Model Exercise Install PG on Unified CVP Step 7 From the initial Cisco ICM Setup dialog box, select the ICM Instance in the left column (icm in this example). Then, to the right of Instance Components, click Add to open the ICM Component Selection dialog box. You receive the prompt: Figure 53: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server This information does not apply to this exercise. Click OK to continue. The ICM Component Selection window opens. Figure 54: ICM - Add Peripheral Gateway Instance Step 8 Click Peripheral Gateway as indicated in the preceding example. 111

126 Install PG on Unified CVP Comprehensive Call Flow Model Exercise The Peripheral Gateway Properties window opens. Figure 55: ICM Setup - Select PG Type as VRU Step 9 Step 10 Step 11 From the Client Type Selection list, select VRU and click Add to display VRU in the Selected Types box. Click Next to display the Peripheral Gateway Component Properties window. At the top right of the window in the section for Peripheral Interface Managers, click Add to open the Add PIM popup window. Click OK to add the first available PIM and close the popup window. Figure 56: ICM - Add Peripheral Gateway - PIM 112

127 Comprehensive Call Flow Model Exercise Install PG on Unified CVP The VRU Configuration window appears for the PIM instance you selected. Step 12 Complete the VRU Configuration dialog box as follows: a) Select the Enabled box at the top left of the window. b) Peripheral name: CVP_PG Enter an easily recognized name as shown in the following example; it does not need to match the PG name you entered on ICM. c) Peripheral ID: the ID you recorded when you added the PG to the ICM Configuration Manager (5000 in this example). d) VRU host name: DOCCVP801 Use the local host name you gave to the all-in-one-box server (DOCCVP801 in this example). 113

128 Install PG on Unified CVP Comprehensive Call Flow Model Exercise e) VRU Connect port: 5000 (default VRU connect port) Figure 57: ICM Setup - PG Setup - PIM Parameters Note This should be the same port number you used for the call server. Check this number in the Operations Console. Select: Device Management > CVP Call Server > the edit window, ICM tab as shown in the following example. Figure 58: ICM - Add Peripheral Gateway - VRU Connection Port 114

129 Comprehensive Call Flow Model Exercise Install PG on Unified CVP Step 13 f) Keep the default values for the remaining boxes and click OK to accept the input and return to the Peripheral Gateway Component Properties window. Enter the Logical controller ID you recorded when you added the PG to the ICM Configuration Manager (5000 in the example) and click Next. Figure 59: ICM Setup - Install PG - Enter Logical Controller ID Step 14 The Device Management Protocol Properties window opens. Select Side A preferred and click Next. Figure 60: ICM - Add Peripheral Gateway - Side A Preferred 115

130 Install PG on Unified CVP Comprehensive Call Flow Model Exercise Step 15 The Peripheral Gateway Network Interfaces window opens. a) In the Private Interfaces section, Enter the following information: PG Private A: DOCCVP801 (hostname for the all-in-one-box server) PG Private A high: DOCCVP801 (hostname for the all-in-one-box server) Delete entries for PG Private B and PG Private B high b) In the Visible Interfaces section, enter the following: PG visible A: DOCCVP801 (IP or Hostname for the Unified CVP server) This entry would be the IP or hostname for the all-in-one-box server. Router visible A: IP or Hostname of ICM CallRouter This entry would be the IP or hostname for the all-in-one-box Unified ICM server which hosts the CallRouter, logger, admin workstation, and other tools ( in this example). Router visible A high: IP or Hostname of ICM CallRouter Again, this entry would be the IP or hostname for the all-in-one-box Unified ICM server which hosts the CallRouter, logger, admin workstation, and other tools. 116

131 Comprehensive Call Flow Model Exercise Add ECC Variables to ICM Delete entries for all "B" interfaces. Figure 61: ICM Setup - Install PG - Network Interfaces Step 16 Step 17 Step 18 Step 19 Step 20 Click Next until the Check Setup Information window opens. Review your choices and, if necessary, click Back to make revisions; otherwise, click Next to initialize the PG. If you receive the message Disabling OPC capture for PG<#>: Less then 5 GB available on drive. Check ICMSetup log for any additional messages, click OK. Initialization continues. At the Setup Complete window, select Yes, start the ICM Node Manager, and click Finish to initialize the PG. Click Exit Setup to close the setup program window. Log onto the server and double-click the ICM Service Control icon to open the ICM Service Control window. If the PG service is not started, select it and click Start. Related Topics Add PG to ICM Configuration Manager and Obtain PG ID, on page 104 Required Exercise Dial Numbers and Access Information, on page 18 Add ECC Variables to ICM The Unified ICME expanded call context (ECC) variables defined in this task are used for the comprehensive exercise. Configure the various ECC variables using the following steps. 117

132 Add ECC Variables to ICM Comprehensive Call Flow Model Exercise Note If the ECC variables feature is not enabled, the following steps explain how to enable it. Procedure Step 1 Step 2 Step 3 Log in to the Unified ICM server using a program such as VNC viewer. On the server, double-click the ICM Admin Workstation icon to open the workstation interface. The workstation folder opens with a set of functions listed on its desktop. Double-click Service Control and verify that the following services are running: Cisco ICM icm Distributor Cisco ICM icm LoggerA Cisco ICM icm RouterA If these services are not started, you cannot open the Configuration Manager and/or cannot add new ECC variables. Select the services that are not running and click Start. Step 4 Step 5 Step 6 Close the Service Control window. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Expand the tree to display Tools > List Tools and double-click Expanded Call Variable List. Note If the ECC variables function is not enabled, you receive the following message when you try to open the configuration window: Figure 62: ICM Configuration Manager Message - Enable ECC Variables To enable the ECC variables, complete the following substeps: a) Open the Configuration Manager and choose Tools > Miscellaneous Tools and double-click System Information. 118

133 Comprehensive Call Flow Model Exercise Add ECC Variables to ICM The System Information window opens. Figure 63: ICM System Information - Enable ECC Variables b) Select the Expanded call context enabled check box as shown in the upper left of the preceding example, click Save, and then Close. If ECC variables were already enabled, the following Expanded Call Variable List window opens. Note You must click Retrieve to display the list of currently defined variables and activate the Add button. 119

134 Add ECC Variables to ICM Comprehensive Call Flow Model Exercise Add the "user" ECC variables from the table in the next step. The following screen example shows the first user variable added: user.media.id and the dialog box ready for entry of the second user variable. Figure 64: ICM Expanded Call Variable List (ECC Variables) Step 7 To properly enter the user variables, please read the following notes carefully: You must enter the name exactly as specified; otherwise, the ICM software will not be able to use the variable to communicate with the ICM services. It is easy to mistype a variable name or enter the variable twice. To help ensure success, click Add after you enter each variable and visually verify its proper entry. There is a limited amount of space for ECC variables. If the length (in the following table) is specified as required, enter the Maximum length value exactly as provided in the reference table. Otherwise, enter the recommended value, unless there is a specific reason to enter a larger value. Once you have defined all the variables, click Save and then Close. 120

135 Comprehensive Call Flow Model Exercise Add ECC Variables to ICM Step 8 Step 9 Step 10 In the Expanded Call Variable List window, click Retrieve to display the currently defined variables. If you have not previously added ECC variable, click Add to display user in the Attributes tab, otherwise, scroll down to the last user variable you defined (or to the entry user) and click Add to activate the Attributes tab. Enter the name of the variable and define its fields according to the information in the ECC table. Example: For the first variable, enter its name, user.media.id, the required length of 32, or enter a description, select Enabled, and click Add. Examine the variable name added to the list of variable and be sure it is exactly the same as in the table. Step 11 Step 12 After you enter the last variable, click Save. Note If you receive the error message Failed to update the database. The enterprise name that was entered is already in use, look for a duplicate entry, select the duplicate and click Delete. Try saving the list again. It is also possible to end up with two items labeled user with no additional entry. If so, delete them and try to save the variables again. Close the Expanded Call Variable List window. For simplicity, the following table, assumes that you check Enabled for each variable, but do not check persistent. Note If a variable is an array, it will have both a length value and a maximum array size value. Name Length Array Description (Optional) user.media.id Required: 36 no A random number identifying a call to the ICM Service. user.microapp.currency Required: 6 no Currency type. user.microapp.error_code Required: 2 no Error status code returned from Unified CVP to Unified ICME when the Run Script Result is False. user.microapp.locale Required: 5 no Combination of language and country which defines the grammar and prompt set to use. user.microapp.media_server Max Length: 210 chars Recommended: 30 no Root of the URL for all media files and external grammar files used in the script. HTTP specified as: " HTTPS specified as: " user.microapp.play_data 40 characters no Default storage area for data for Play Data micro-applications. user.microapp.sys_media_lib 10 chars no Directory for all systems media files, such as individual digits, months, default error messages, and so forth. 121

136 Comprehensive Call Flow Model Exercise Add ECC Variables to ICM Name Length Array Description (Optional) user.microapp.app_media_lib Max Length: 210 chars Recommended: 10 chars no Directory for all application-specific media files and grammar files. Can be ".." which bypasses the user.microapp.app_media_lib and user.microapp.locale ECC variables when writing a URL path. Example: user.microapp.app_media_lib set to ".." then becomes user.microapp.grammar_choices Max Length: 210 chars Recommended: 40 chars no Specifies the ASR choices that a caller can input for the Get Speech micro-application. Each option in the list of choices is delimited by a forward slash (/). If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent. user.microapp.inline_tts Max Length: 210 chars no Specifies the text for inline Text To Speech (TTS). Recommended: 40 chars If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent. user.microapp.input_type Required: 1 char no Specifies the type of input that is allowed. Valid contents are: D (DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, set this variable to either D or B. Note With input_type set to B (both), either DTMF or speech will be accepted, but not mixed mode input. Once you begin entering with one mode, input using the other mode is ignored and has no effect. user.microapp.caller_input Max Length: 210 chars Recommended: 40 chars no Storage area for an ASR input that is collected from Get Speech. Note Get Speech results are written to the ECC variable. Results from Get Digits or Menu micro-applications are written to the CED. 122

137 Comprehensive Call Flow Model Exercise Add ECC Variables to ICM Name Length Array Description (Optional) user.microapp.pd_tts Required: 1 char no Specifies which files should be played to the user: Unified CVP Text To Speech (TTS) or media files. Valid contents are Y (Yes, use TTS capabilities) and N (No, do not use TTS capabilities; play media files instead). Note Used only with Play Datamicro application. user.microapp.usevxmlparams Required: 1 char no Specifies the manner in which you pass information to the external VoiceXML. Set this parameter to either Y (yes) or N (no). ECC variables are set during runtime using set variable node in the script editor. Y uses the values in the user.microapp.toextvxml variable array. N appends the name/value pairs in user.microapp.toextvxml to the URL of the external VoiceXML. user.microapp.toextvxml 40 Max array size 4 yes This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables, even if the array length is set to 1. user.microapp.fromextvxml 40 Max array size 4 yes This variable array returns information from the external VoiceXML file. Must be configured as Array variables, not Scalar Variables, even if the array length is set to 1. user.microapp.metadata Normally: 62 bytes Can be 21 bytes if remaining ECC space is restricted. no Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application. The user.microapp.metadata ECC variable is structured as follows: m con tr to iv duratn vruscriptname Note For structure details, see the discussion of Metadata ECC variables in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. 123

138 Set Up Call Types Comprehensive Call Flow Model Exercise Set Up Call Types In this task, you create call type labels. Each call type label is used in the Call Type Manager (defined later) to associate calls with a particular call script. The call type label identifies a category of calls. For example, in the exercise, you use the label TestCallsHelloWorld for the HelloWorld call number. To configure the Call Type label, use the ICM Configuration Manager as directed in the following steps: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Access Unified ICM and start the services needed for the Configuration Manager. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Choose Tools > List Tools > Call Type List (double click) The Call Type List window opens. Click Retrieve to activate the Add button. Click Add to display the Attributes pane used for defining the call types. On the Attributes tab, enter the following information: a) Name: TestCallsHelloWorld (label to identify calls to this voice application) b) Call Type ID: automatically entered (after you save the definition) Click Save to save each call type definition. Repeat the preceding configuration steps to create and save a call label for the customhelloworld call number with the name: TestCallsCustomHW Close the Call Type List window. Related Topics Define Voice Response Unit (VRU) on Unified ICM, on page 102 Set Up Dialed Numbers Create a dialed number identification composed of the number the user dials, and the routing client you defined earlier. Associate this with the VRU label you defined earlier. To configure the Dialed Numbers, use the ICM Configuration Manager as directed in the following steps: Procedure Step 1 Step 2 Step 3 Access Unified ICM and start the services needed for the Configuration Manager. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Select Tools > List Tools > Dialed Number / Script Selector List 124

139 Comprehensive Call Flow Model Exercise Section D: Unified ICM Scripting Configuration for Unified CVP The Dialed Number / Script Selector List window opens. Step 4 Step 5 Step 6 Click Retrieve to activate the Add button. Click Add to display the additional sections of the window used for defining the dialed numbers. On the Attributes tab, identify the two dialed numbers used for the comprehensive exercise using the following substeps: a) Routing client: CVP_RC (set up earlier) b) Media routing domain: CISCO_Voice (the default) c) Dialed number string: (the HelloWorld exercise number) d) Name: auto-filled (after you enter the DN string and select another field) The name is a combination of the routing client and the dialed number. For example: CVP_RC e) Default Label: (the VRU label you defined earler.) f) Click Save to save the dialed number definition. Step 7 Repeat the substeps to create the dial number for customhelloworld: Step 8 Close the configuration tool. Related Topics Define Voice Response Unit (VRU) on Unified ICM, on page 102 Section D: Unified ICM Scripting Configuration for Unified CVP Complete the following tasks to configure Unified ICM scripting to work with the comprehensive exercise. Create Network VRU Script In this task, you define a Network VRU script which the Unified ICM script uses to access the applications HelloWorld and customhelloworld on the VXML Server. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Access Unified ICM and start the services needed for the Configuration Manager. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Select Tools > List Tools > Network VRU Script List. The Network VRU Script List window opens. Click Retrieve to display existing network VRU script definitions, if any. This action also activates the Add button. Click the Add button. The Attributes pane displays. Complete the following fields: 125

140 Create Network VRU Script Comprehensive Call Flow Model Exercise a) Enter a unique name used to identify the script. For this exercise, you are creating a VRU script that enables the Unified ICM script to access any application on the VXML Server. You will use it to access both the HelloWorld application and the customhelloworld Call Studio application you created earlier. Name: PlayCVP_CallStudioScript The actual names of the two Call Studio scripts are identified later in the two Unified ICM scripts, using the user.microapp.toextvxml ECC variable. b) Using the drop-down list, associate the script with the VRU you identified previously. Network VRU: Type10_CVP_VRU c) Enter the elements that defines the script: VRU script name: GS,Server,V In this example, the elements are: GS - Specifies the Get Speech (also Get Script) micro-application to be invoked by Unified ICM. In this exercise this micro-application is used to access an external application (both the build-in HelloWorld application and the customhelloworld Call Studio application). Server - Tells Unified ICM to get the Call Studio script from a server. The server is specified in the Unified ICM script, using an ECC variable. V - Indicates that the file should come from the VXML media library, or that the file is a Call Studio script. For more information see the Writing Scripts for Unified CVP in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. d) Timeout: use the default e) Configuration param: not needed f) Customer: not needed g) Interruptible: Checked The Interruptible parameter indicates that a media file played by this script can be interrupted. For example, if the file is played while waiting for an agent to be free, it can be interrupted and the call directed to the agent. 126

141 Comprehensive Call Flow Model Exercise Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld h) Enter a description if desired. For this exercise, enter: Use to Call a CVP Call Studio App from ICM Script. Figure 65: ICM - Create Network VRU Script Step 7 Click Save to save the definition, and then click Close to close the window. Related Topics Define Voice Response Unit (VRU) on Unified ICM, on page 102 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Create a Unified ICM Script that accesses the Network VRU script you just created, and, through the Network VRU script, accesses the HelloWorld application. If you do not create the following script all in one session, save the script under the name HelloWorld_ICM_Script. When you save the script, ICM activates the script and it is not editable. To make the script editable: If the file is closed, select File > Open and select Open Mode: Edit If the file is still open, select the Edit Script icon. Procedure Step 1 Step 2 Double-click the ICM Admin Workstation icon, and then double-click the Script Editor entry to open the ICM Script Editor. Select File > New > Routing Script. 127

142 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Comprehensive Call Flow Model Exercise The work area opens and displays a Start icon. Step 3 Select View > Palette to open the work space palette. Figure 66: ICM - Create Call Script - Start Element Step 4 On the Palette, General tab, click the Set Variable selection and drag a set variable element to the workspace. Repeat this action three more times to create four Set Variable boxes as shown in the following example. 128

143 Comprehensive Call Flow Model Exercise Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Note In the following steps, if you do not see the ECC variable you need to configure in the drop-down list, you may not have added it. Figure 67: ICM - Create Call Script - Add Set Variable Elements Step 5 Use the first variable box to identify the VXML Server using the user.microapp.media_server ECC variable. Set the first variable as follows: a) Right click the Set Variable box and click Properties to open the Set Properties dialog box. b) On the Set Variable tab, click the Object Type drop-down and select Call. c) Leave the Object box with No Selection and, from the Variable drop-down box, select user.microapp.media_server. d) Substituting the IP address of your Unified CVP server, in the Value box, enter: " 129

144 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Comprehensive Call Flow Model Exercise e) Click OK to save the variable definition. Figure 68: ICM - Create Call Script - Define user.microapp.media_server Step 6 The second variable defines the location of the application media library. Choose user.microapp.app_media_lib from the Variable drop-down list, and set the value of the variable to two dots as shown in the following example (create a relative reference to the directory). Figure 69: ICM - Create Call Script - Define user.microapp.app_media_lib Step 7 The third variable identifies the external application you want the script to run. For this Unified ICM script, it defines the HelloWorld application; you will identify the other application when you create the second script. Again, the Object Type is Call. Choose user.microapp.toextvxml[] from the Variable drop-down list. 130

145 Comprehensive Call Flow Model Exercise Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld This variable is an array. Identify the first array member by typing 0 in the Array Index box. In the Value box, type: concatenate("application=helloworld;",concatenate("callid=",call.user.media.id)), as shown in the following example. Figure 70: ICM - Create Call Script - Define user.microapp.toextvxml Step 8 The last variable indicates how you pass information to the external VXML Server. Its value is either Y or N. In this exercise, set the value to N to tell Unified ICM to append the name/value pairs in user.microapp.toextvxml to the URI of the external VXML Server. For this variable once again use Call for the Object Type. Select user.microapp.usevxmlparms from the Variable drop-down list. Enter N for the Value, including the quotation marks, as shown in the following example. Figure 71: ICM - Create Call Script - Define user.microapp.usevxmlparams 131

146 Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld Comprehensive Call Flow Model Exercise Step 9 Step 10 Step 11 Step 12 Step 13 Step 14 On the Palette, select the Queue tab, and drag the Run External Script object onto the workspace below the last Set Variable box. Right-click the Run External Script object and click Properties to open its Properties dialog box. The box should list the Network VRU script you previously defined (PlayCVP_CallStudioScript). Select the PlayCVP_CallStudioScript VRU script name. Click OK at the bottom of the dialog box to submit and save the change and close the dialog box. On the Palette window, select the General tab and drag the End icon onto the work space below the Run External Scripts box. Connect the boxes to create the call flow as follows: a) Click the down-arrow at the bottom of the Start object (and hold the mouse button). Move the mouse to the middle of the first Set Variable object and release the mouse button. b) Click the down-arrow on the first Set Variable object (hold the mouse button). Move the mouse to the middle of Set Variable object #2 and release the mouse button. Continue in this manner to connect all of the Set Variable objects to each other in a chain and to connect the last Set Variable object to the Run External Script object. c) Finally, click the checkmark (successfully completed exit point) at the bottom of the Run External Script object (hold the mouse button), move to the middle of the End object, and release the mouse button. The result should be similar to the following example. Figure 72: ICM - Create Call Script - Connect Elements 132

147 Comprehensive Call Flow Model Exercise Create Call Type Manager Entry Routing Script and Call Schedule Step 15 Select Script > Validate. A message appears indicating that there are no errors and containing the warning Fail connection is missing. For this exercise there is no fail condition established. Instead, the system generates the standard error message. Figure 73: ICM - Create Call Script - Validate Script Step 16 Step 17 Step 18 Step 19 Step 20 Select File > Save and name the script: HelloWorld_ICM_Script and click Save. You receive a message indicating there are 0 errors and 1 warning. Click Yes to save the script anyway. To easily create the second ICM script, select File > Save As and save a copy of the first script as cutomhelloworld_icm_script. To edit the newly saved script, select Script > Edit Script. You must make one change to the new script. The value for user.microapp.toextvxml[] should be identical except for the voice application name. Change it from HelloWorld to customhelloworld as follows: concatenate("application=customhelloworld;",concatenate("callid=",call.user.media.id)) After you save the second script, leave the Script Editor open. You need it for the Create a Call Type Manager Entry and Associate it with a Call Schedule task. Related Topics Add ECC Variables to ICM, on page 117 Create Call Type Manager Entry Routing Script and Call Schedule Using the Script Editor tool on the Unified ICM Server, create routing scripts that handle incoming calls used in this exercise. Procedure Step 1 Step 2 Step 3 Step 4 If the Script Editor is minimized, open it; or, to open the editor, from the Unified ICM server main window, select the ICM Administrative Workstation folder icon and select Script Editor. Select Script > Call Type Manager to open the Call Type Manager dialog box. From the Dialed Number drop-down list, select the first dialed number string you created earlier: CVP_RC Click Add to display the Add Dialed Number Entry dialog box, and complete the following entries: a) Calling line ID: All 133

148 Section E: Unified CM Setup for Unified CVP VoIP Call Support Comprehensive Call Flow Model Exercise b) Caller-entered digits: All c) Call Type: TestCallsHelloWorld (the call type you created earlier) d) Click OK to complete the entry. Step 5 Step 6 Step 7 Step 8 Step 9 Repeat these steps to create a Dialed Number Entry record for the customhelloworld dialed number as follows: a) From the Call Type Manager window, choose CVP_RC from the Dialed Number drop-down and click Add. b) Calling line ID: All c) Caller-entered digits: All d) Call Type: TestCallsCustomHW (the call type you created earlier for customhelloworld) e) Click OK to complete the entry. On the Call Type Manager window, select the Schedules tab and select TestCallsHelloWorld from the Call Type drop-down list. Complete the following steps to create a schedule for the dialed number defined by TestCallsHelloWorld: a) Click Add to display the Add Call Type Schedule window. b) From Scripts, select HelloWorld_ICM_Script. c) On the Period tab, leave the default pattern: Daily, Every Day, All Day. d) Click OK to save the record. Repeat the substeps in the previous step to create a schedule for TestCallsCustomHW associated with the script customhelloworld_icm_script. Click OK on the Call Type Manager window to save the schedules. Exit the Script Editor. Section E: Unified CM Setup for Unified CVP VoIP Call Support The Unified CM interfaces with Unified CVP and the voice gateway to provide support for VoIP calls. In the comprehensive exercise, POTS calls are converted to VoIP calls and sent to Unified CM, which forwards the calls to Unified CVP. Therefore, all calls for this exercise go through Unified CM. For a discussion of the configuration needed for Unified CM and for the actual tasks used to create the needed trunks and route patterns, refer to topics related to modifying the exercises to use a VoIP phone through United CM. Related Topics Exercise Modification for VoIP Phones Using Unified CM, on page 23 Place Calls to Complete Main Exercise Place calls into the system using the two configured numbers. Because the POTS calls are converted to VoIP and sent to the Unified ICM, the numbers for POTS originated and VoIP originated calls are the same. Place the calls in the following procedure: 134

149 Comprehensive Call Flow Model Exercise Call Transfer Addition to Exercise Procedure Step 1 Step 2 To access HelloWorld: You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML Server. To access customhelloworld: You should hear either the text message you configured in the customhelloworld Call Studio script, or the holdmusic.wav file, if you configured the alternative version of the voice application that does not use a TTS server. What to Do Next If you do not hear the expected response, see the topics related to troubleshooting the Comprehensive call flow and begin with the quick troubleshooting checks section. Related Topics Quick Troubleshooting Checks for Comprehensive Call Flow Exercise, on page 166 Troubleshooting Comprehensive Call Flow Exercise, on page 165 Call Transfer Addition to Exercise In this extension to the comprehensive call flow model exercise, after the customhelloworld message plays, the call is transferred to a specific extension on your VoIP test network. Prerequisites: Set up a VoIP network that is reachable by the lab machines. Define the static route for the call transfer. In the following steps, modify the customhelloworld ICM call script to include a transfer to a specific phone after the message is played. Related Topics Identify and Setup Call Server in Operations Console, on page 94 Modify customhelloworld ICM Script to Transfer Call To transfer the call, complete the following steps. 135

150 Modify customhelloworld ICM Script to Transfer Call Comprehensive Call Flow Model Exercise Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Double-click the ICM Admin Workstation icon and then double-click the Script Editor entry to open the ICM script editor. Select File > Open > customhelloworld_icm_script to open your previously developed ICM script that targets the customhelloworld voice application. Select View > Palette to display the work space palette. Select the Edit Script icon to enable edit mode (or select Script > Edit Script). From the Script Editor Pallette, click the Targets tab and drag the Label object onto the work area. Figure 74: ICM Script - Add Call Transfer Label Step 6 Step 7 Step 8 Left click and drag the connection arrow from the Run Ext. Script element away from the End element and release to remove the connection (or, select the connection and press Delete). Right click the Label element and click Properties. Complete the following substeps to configure the Label element: a) On the Label tab, for Label Expression, enter the phone extension you want this call transferred to (in this example, 4001). b) Select Enable target requery to enable the ICM script to use the label. c) Click OK to save the label configuration. Figure 75: ICM Script Editor - Configure Label Step 9 Position the Label element and the End element as shown in the following example. a) Click the check mark exit on Run Ext. Script and create a connection to the Label element. 136

151 Comprehensive Call Flow Model Exercise Reporting Element Addition to Exercise b) Click the Label element X and create a connection to the End element as shown. Figure 76: ICM Script Editor- Transfer Call Step 10 Step 11 Select File > Save to save and deploy the modified call script. Note You receive a warning when the editor validates the script because the failure exit on Run Ext. Script does not have an identified path. This exercise does not provide a specific option for a call failure. It uses only the built-in error messages. From one VoIP phone in your lab testing setup, call the customhelloworld DN ( in this exercise) and also monitor the transfer phone. You should hear the customhelloworld message before the call connects to the transfer phone. Reporting Element Addition to Exercise You can add Unified CVP built-in reporting using an Informix database. Related Topics Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise, on page

152 Reporting Element Addition to Exercise Comprehensive Call Flow Model Exercise 138

153 CHAPTER 11 Initial Exercise Expansion Use this chapter to experiment with additional Unified CVP capabilities. You can add these features to the standalone exercises or the comprehensive exercise. This section contains instructions on setting up a media server and modifying the audio files to work with the VXML gateway. You can use either the Microsoft IIS web server or, in a lab environment, the built-in Tomcat web server in the VXML Server. Microsoft IIS as Custom Media File Server, page 139 VXML Server as Custom Media File Server, page 140 Create VXML Gateway Compatible Media Files, page 142 Process User Input, page 143 Microsoft IIS as Custom Media File Server It is a best practice to use Microsoft IIS as a media server in production CVP deployments. However, in a lab environment, if you don't require Agent Greeting/Whisper, then you can optionally use the VXML Server's built in Tomcat web server to serve media files. This topic explains how to easily set up the Microsoft IIS as a media server. After completing these steps, create the VXML gateway compatible media files. These instructions do not describe how to install and configure Microsoft IIS. See the IIS product documentation for installation and configuration instructions. Related Topics VXML Server as Custom Media File Server, on page 140 Create VXML Gateway Compatible Media Files, on page 142 Modify Microsoft IIS Directory Structure as Media Server This task describes how to modify the IIS directory structure so that it conforms with the directory structure required by the Unified CVP system. 139

154 VXML Server as Custom Media File Server Initial Exercise Expansion As part of the prerequisites for these exercises, you installed the Unified CVP software on the all-in-one-box server. During the installation process, you might have checked was System Media Files on the Select Packages window. This selection creates two sub-folders on the Unified CVP server as follows: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys The System Media Files selection also places about 400.wav files in those two directories; you can use the media files for developing voice applications. The VXML Server you identify using the Operations Console can be used as a media server to access and play these files as part of a custom voice application script. You must copy these files to the Microsoft IIS server root. Procedure Step 1 Step 2 If you did not select System Media Files during installation, go to the following folder: C:\Inetpub\wwwroot in the all-in-one-box server. a) Create the following standard subfolder: en-us b) Under that folder, create the folder: app You should now have the path: C:\Inetpub\wwwroot\en-us\app If you did select System Media Files during your installation, then: a) Copy the following folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\. b) Paste that folder into C:\Inetpub\wwwroot. C:\Inetpub\wwwroot now contains en-us\app and en-us\sys Note Although the en-us folder is "U.S. English", it is a standard folder that the server recognizes. You can place any media files in it, as long as the media files conform to a codec supported by the VXML Gateway. Related Topics Create Media File With Proper Codec Properties, on page 142 Install CVP Components, on page 33 VXML Server as Custom Media File Server For lab deployments, where the system will not be under load, use the Tomcat server built into the VXML Server as a media server. This is not a best practice for production systems. In a production system, use IIS as the media server instead. Note Tomcat is not supported as a media server if you are using the Agent Greeting/Whisper feature. Agent Greeting/Whisper does not work with a Tomcat-based media server. 140

155 Initial Exercise Expansion Modify Server Directory Structure as Media Server This topic explains how to set up the Unified CVP VXML Server as a media server. After completing these steps, create media files that are compatible with the VXML Gateway. Related Topics Create VXML Gateway Compatible Media Files, on page 142 Microsoft IIS as Custom Media File Server, on page 139 Modify Server Directory Structure as Media Server As part of the prerequisites for these exercises, you installed the Unified CVP software on the all-in-one-box server. During the installation process, you might have checked System Media Files on the Select Packages window. This selection creates two sub-folders on the Unified CVP server as follows: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys The System Media Files selection also places about 400.wav files in those two directories; you can use the media files for developing voice applications. The VXML Server you identify using the Operations Console can be used as a media server to access and play these files as part of a custom voice application script. The following task manually creates the app folder which you will use to hold a custom media file. The remaining tasks in this exercise provide instructions for creating a custom media file and accessing it with a modified customhelloworld script. Procedure Step 1 Step 2 Step 3 Step 4 If you did not select System Media Files during installation, go to the following folder in the all-in-one-box server: C:\Cisco\CVP\VXMLServer\Tomcat\webapps Create the following standard subfolder: en-us Under that folder, create the folder: app You should now have the path: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app The VXML Server can access any media files you place in this folder. Note Although the en-us folder is "U.S. English", it is a standard folder that the server recognizes. You can place any media files in it, as long as the media files conform to a codec supported by the VXML Gateway. Related Topics Create Media File With Proper Codec Properties, on page 142 Install CVP Components, on page

156 Create VXML Gateway Compatible Media Files Initial Exercise Expansion Create VXML Gateway Compatible Media Files The topics cover the following requirements: Create a media file with properties that the VXML Gateway can use. Modify the Call Studio script, or the Unified ICM script to use the new "media" server. Create Media File With Proper Codec Properties After creating the required folder for the VXML Server (the previous task), you need to create the actual custom media file using a codec that the VXML Server supports. One way to create the media file is to use Windows Sound Recorder as explained in the following steps. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 On a PC that has a microphone installed, select Start > Programs > Accessories > Entertainment > Sound Recorder. Click the Pause icon to deselect pause and start the recording process. Once you have recorded your message, click the Stop icon to complete the recording. Select File > Save As and navigate to the folder where you want to store this media file. For Filename, enter an identifying name for this media clip. For Save as Type, leave the default Sounds (".wav). Click Change. The Sound Selection window opens. For Format, from the drop-down list, scroll up and select: CCITT u-law. For Attributes, select the default: 8.00 khz, 8 Bit, Mono, 7kb/sec Click OK to accept the format, and then Save to save the audio file. Copy/transfer the newly created media file to the all-in-one-box server in the appropriate folder. If you are using IIS: C:\Inetpub\wwwroot\en-us\app If you are using the VXML Server's Tomcat: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app Modify the Application Script to Support the Media Files Complete the following steps to use the media file you just created: 142

157 Initial Exercise Expansion Process User Input Procedure Step 1 Step 2 Step 3 Access the all-in-one-box server using a program such as VNC Viewer. Open the Call Studio application and open the customhelloworld voice application you created earlier. Select the Audio_01 element and click the Audio tab. Step 4 Open the Audio Groups tree to access audio item 1. Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Deselect Use Default Audio Path if it is selected. In the URI box enter one of the following text option: If you are using IIS, enter address for IIS>/en-us/<your_audiofile.wav> using forward slashes. If you are using the VXML Server's Tomcat, enter Address for CVP All-in-one Box>:7000/en-us/<your_audiofile.wav> using forward slashes. Example: Note Call Studio expects the previous portion of the path to be C:\Cisco\CVP\VXMLServer\Tomcat\webapps. Save the modified application. No error messages should display. Right click customhelloworld in the Navigator tree and select Deploy. In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice application. Open My Computer and navigate to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Double-click updateapp.bat to update the voice application on the VXML Server. Press any key to close the command window. Step 11 Place the call to the customhelloworld application: for the comprehensive exercise, for the standalone exercises. Process User Input Prerequisites: The following exercise asks a user to press either 1 or 2, and then processes the response (including any error input) and responds with one of several custom media files you create. The exercise requires you to create the following custom media files to prompt or respond to the user: ChoicesChoices.wav - Tells the user to press either "1" or "2". YouPressedOne.wav - Confirms the user choice was "1". TwoIsBetter.wav - Confirms the user choice was "2". JustDontGetIt.wav - Indicates that the user pressed something other than "1" or "2". holdmusic.wav - This is a preexisting file. Use it to indicate that the user did not press anything, even after a second prompt. 143

158 Modify customhelloworld for User Input Initial Exercise Expansion Place the files in one of the following locations: If you are using IIS: C:\Inetpub\wwwroot\en-us\app If you are using the VXML Server's Tomcat: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app What to Do Next Note For the file holdmusic.wav, copy it from C:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Inetpub\wwwroot\en-us\app (IIS), or C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app (Tomcat). After you create and add the preceding files, complete the steps in the next task to modify the customhelloworld script to prompt the user, accept the user input, and play the proper choice media file. Related Topics Create VXML Gateway Compatible Media Files, on page 142 Modify customhelloworld for User Input In this exercise you modify the customhelloworld voice application to accept a user input (a number) and provide audio feedback based on the number key the user pressed. The following task assumes you completed the tasks to use the VXML Server as a media server for your custom media files. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Access the all-in-one-box server using a program such as VNC Viewer. Open the Call Studio application and open the customhelloworld voice application you modified when you set up the VXML server as a media server for your custom media files. Select the Audio_01 element, click it and rename the element choices. Again, select the Audio_01 element, select the Audio tab, and then expand the Audio Groups tree to access audio item 1. Use Default Audio Path should be deselected. In the URI box: If you are using IIS, enter address for IIS>/en-us/app/ChoicesChoices.wav using forward slashes. If you are using the VXML Server's Tomcat, enter Address for CVP All-in-one Box>:7000/en-us/app/ChoicesChoices.wav using forward slashes. 144

159 Initial Exercise Expansion Modify customhelloworld for User Input Example: Step 7 Step 8 Step 9 Step 10 Step 11 Select the link between the choices element and the CVP Subdialog Return_01 element and delete it. Move the CVP Subdialog Return_01 element to the bottom left of the work area. Right click the choices element and click Copy. Make four copies of the choices element and line them up just above the CVP Subdialog Return_01 element. Rename the four elements as follows: DontGetIt U_Pressed_1 U_Pressed_2 HoldOn Step 12 For each of the four audio elements, select its Audio tab, expand the Audio Groups tree, Deselect Use Default Audio Path, then replace ChoicesChoices.wav in the URI to reflect the custom media file each element represents, as follows: DontGetIt - Replace with JustDontGetIt.wav U_Pressed_1 - Replace with YouPressedOne.wav U_Pressed_2 - Replace with TwoIsBetter.wav HoldOn - Replace with holdmusic.wav Step 13 Step 14 In the Elements tree, expand the Number Capture folder and drag Digits onto the work space. Position it just below the choices element. With Digits selected, click the Settings tab and enter the following settings: DigitsMaxNoInput - 1 DigitsMaxNoMatch - 1 Min Digits - 1 Max Digits - 1 Use the defaults for all other settings. Note Select a setting and hold the mouse over it to view a description of that setting. 145

160 Modify customhelloworld for User Input Initial Exercise Expansion Step 15 Step 16 Step 17 Step 18 Step 19 Select the choices element, click its Audio tab, expand the tree and copy the value of the URI field. Digits_01 also has an audio item 1 setting. Click its Audio tab, expand the tree and, in its URI box, paste the URI definition from choices. This configuration allows the application to replay the ChoicesChoices.wav file if the user does not provide input in the time frame indicated in Digits_01. From the Elements tree, drag a Decision element onto the work space and position it below the Digits_01 element. With the Decision element selected, click Use Decision Editor. Use the following substeps to create the decisions shown in the following sample screen: Figure 77: Call Studio - Create Decision States a) For First Argument the Decision element accepts an input from Digits_01 and places it in Value. Select the following items from their drop-down menus: Argument Type - Element Data Element Name - Digits_01 Variable Name - Value b) For Operator select equal (numeric). c) For Second Argument indicate the expected value as follows: Argument Type - Constant Number Constant Number - 1 d) In the Exit State box (upper right corner), type U Pressed 1 to create a name for this newly defined expression. 146

161 Initial Exercise Expansion Modify customhelloworld for User Input e) Click OK to save the expression. Step 20 Step 21 Step 22 Step 23 Right click a blank area in the Expression portion of the window and select Add New Exit State. Follow the preceding substeps to create a second expression. In this expression, the value of Constant Number is 2 and the name you give the Exit State is U Pressed 2. For the error exit state, select Otherwise Return Exit State and type in DontGetIt to identify the DontGetIt audio element. Arrange all the elements as shown in the following example. You will make the connections in the next step. Figure 78: Call Studio - Logic for Getting User Input Step 24 Step 25 To connect the elements, complete the following substeps: a) Right click choices, select Exit States > Done and click Digits_01. b) For Digits_01 there are three exit states. Connect Done to Decision_01, max_nomatch to DontGetIt, and max_noinput to HoldOn. c) Decision_01 also has three exit states. Connect DontGetIt to the DontGetIt audio element, U Pressed 1 to the U_Pressed_1 audio element, U Pressed 2 to the U_Pressed_2 audio element. d) Complete the logic by connecting the Done exits from each audio element to the CVP Subdialog Return_01 element. e) Check that your connection patterns are the same as the ones in the preceding example. Right click customhelloworld in the Navigator tree and select Validate. 147

162 Modify customhelloworld for User Input Initial Exercise Expansion Step 26 Step 27 Step 28 Step 29 Validation successful displays in the status bar at the bottom of the Builder window. Or, if there is a validation issue, the issue appears in the Call Studio Problems window/tab below the work area. Save the modified application. No error messages should appear. Right click customhelloworld in the Navigator tree and select Deploy. In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice application. Open My Computer and navigate to C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Double-click updateapp.bat to update the voice application on the VXML Server. Press any key to close the command window. Step 30 Place the call to the customhelloworld application: for the comprehensive exercise, or for the standalone exercises. The results of user input should be the following: User presses 1; user hears YouPressedOne.wav. User presses 2; user hears TwoIsBetter.wav. User presses any other digit; user hears DontGetIt.wav. User does not press a digit; user hears ChoicesChoices.wav and then holdmusic.wav. Related Topics VXML Server as Custom Media File Server, on page

163 CHAPTER 12 Troubleshooting Tips and Techniques This chapter provides common troubleshooting tips and techniques you can use to troubleshoot the getting started exercises and your own Unified CVP projects. General Troubleshooting Issues and Audio Error Messages, page 149 Voice Gateway Troubleshooting, page 153 VXML Server Troubleshooting, page 158 Call Server Troubleshooting, page 161 Reporting Server Troubleshooting, page 162 Call Studio (customhelloworld) Troubleshooting, page 162 Troubleshooting Comprehensive Call Flow Exercise, page 165 Track Call Progress Using Unified ICM Script Monitoring, page 173 General Troubleshooting Issues and Audio Error Messages This section provides a summary of general audio error messages, as well as common troubleshooting issues and possible solutions. Note The following section applies to both standalone and comprehensive exercises. Common Audio Responses and Error Messages The following table describes the most common audio error messages you may receive when running the exercises in this guide. It provides causes for the messages and may direct you to one or more related troubleshooting procedures. 149

164 Common Audio Responses and Error Messages Troubleshooting Tips and Techniques Audio Error Message Your call cannot be completed as dialed. Please consult your directory and call again, or ask your operator for assistance. Common Causes Check the following: You may have dialed the wrong number. Be sure you dialed the number you configured for the exercise. Using sh run examine the voice gateway running configuration file. Be sure there is a dial-peer defined for the number you called. For VoIP calls, be sure you have created the proper route pattern in Unified CM for the dial number you used. See the topics related to defining route patterns. critical_error.wav: I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later. Check the following: If the error occurred when you dialed the number for HelloWorld, examine the voice gateway application definition for HelloWorld and ensure that the IP address you used when you edited the file is correct for the VXML Server. If the error occurred when you dialed the number for customhelloworld, examine the voice gateway application definition for customhelloworld and ensure that the IP address you used when you edited the file is correct for the VXML Server. If the error occurred when you called the number for customhelloworld, be sure the customhelloworld voice application exists and has been deployed to the VXML Server. See the topics related to deploying the custom application on the VXML Server. To determine which applications are deployed to the VXML Server, browse to C:\Cisco\CVP\VXMLServer\admin and run status.bat. Is the VXML Server running? Using the Operations Console, select System > Control Center and check the status of the VXML Server. If it is Not Reachable, try to select the server and Start the server. Note Select a Refresh option and click Go (located above the table beside the Refresh selection) to refresh the table display. Check the Unified CVP server status from the physical server that hosts it. If the Unified CVP server is down, then VXML Server is also down. Try restarting the Unified CVP server, then recheck the VXML status in the Operations Console (System > Control Center) to see if the VXML Server is now Up. 150

165 Troubleshooting Tips and Techniques You Place a Test Call and Immediately Receive a Busy Signal Audio Error Message I'm sorry, we are experiencing difficulties. Please call back at a later time. Common Causes Check the following: From the Operations Console select System > Control Center and verify that the VXML Server status is Up. If it is not up, try starting it from the Operations Console. For the TTS version of the customhelloworld exercise, be sure the TTS server is running. See the additional customhelloworld exercise troubleshooting topics for more tips. We are currently experiencing heavy call volume. Please hold, your call will be answered in the order it was received...please continue to hold. We are currently experiencing heavy call volume. Please try your call again later. Things to consider: You may have tried to make calls immediately after you restarted the Unified CVP server. This could cause calls to "back up" because they are not ending properly. To check for backed up calls on the Unified CVP server, open the File Manager and navigate to: C\Cisco\CVP\VXMLServer\admin and run status.bat. If the status window shows "Active Callers", it means that calls are not being completed. The test license for the all-in-one-box allows a maximum of 30 callers; therefore, if calls are not being completed, you could receive the heavy call volume message. You would also notice that 30 ports are allowed and but zero ports are available. Restart the VXML server to clear the calls (from the Operations Console select System > Control Center and restart). Then try your call again. Be sure to give the server time to come up. I'm sorry, there was a problem with this application. Please call back later. Things to consider: Be sure the application name is spelled properly in the gateway configuration, including upper/lower case. Examples: HelloWorld and customhelloworld Related Topics Call Studio (customhelloworld) Troubleshooting, on page 162 Define Route Patterns, on page 27 Deploy Custom Unified Call Studio Application on VXML Server, on page 64 You Place a Test Call and Immediately Receive a Busy Signal Solution Check the following: 151

166 Call Immediately Hangs Up or Rings Once and Hangs Up Troubleshooting Tips and Techniques Try pinging or Telnet to the voice gateway to be sure it is up. Use dir to examine the files on the gateway and be sure you transferred: CVPSelfService.tcl A busy signal is the response on a POTS phone if you dial a number that is not configured in the exercise. Be sure you dialed the number that is configured in the gateway's dial-peer for this exercise. Related Topics Transfer Bootstrap and.wav Files to Gateway, on page 46 Call Immediately Hangs Up or Rings Once and Hangs Up Problem The call immediately hangs up with no voice messages or any other indication of the problem, or rings once and hangs up. Solution Check the following: Access the voice gateway and, using the dir command, be sure you transferred CVPSelfServiceBootstrap.vxml from the Unified CVP server to the gateway. If you did not copy critical_error.wav to the gateway and there is a critical error, such as the VXML Server being down, the gateway will immediately end the call. Copy critical_error.wav to the gateway. See topics related to the transfer of bootstrap and.wav files to the gateway for instructions. Try the call again. If you continue to receive the critical error message, examine the critical error entry in this table for more suggestions. Related Topics Transfer Bootstrap and.wav Files to Gateway, on page 46 You Hear holdmusic.wav but Hear a TTS Response Instead Solution If you set up the alternate response version of the customhelloworld voice application (which was the holdmusic.wav file), this is the proper response to the customhelloworld exercise. If you modified customhelloworld to use the.wav file but it still plays the TTS voice message you configured: If you modified the customhelloworld exercise to its non-tts version, be sure you used updateapp.bat to force the VXML Server to load the new version of the application. (You can also restart the VXML Server to accomplish this task.) Double-check the URI information you entered for customhelloworld in Call Studio. See topics related to modifying and redeploying the customhelloworld application as non-tts. Related Topics Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page

167 Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Voice Gateway Troubleshooting The following topics provide troubleshooting help and management tips for the voice gateway shown in the flow charts for the getting started exercises. Related Topics Call Flow Model Exercises, on page 6 Verify Voice Gateway Is Added to Operations Console and Is Reachable You added the voice gateway to the Operations Console. Verify that the gateway is defined to the console and is reachable by using the following procedure. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Using VNC Viewer or a similar program, access the Unified CVP server or virtual machine and select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console, to start the Operations Console program. Log in to the Operations Console using the password you established during the Unified CVP installation process. From the Operations Console menu, select Device Management > Gateway. A list appears of all the gateways you have defined. Each gateway status should be Configured. Using the radio button to the left of the gateway name, select the gateway you are using for these exercises and click Edit. Select IOS Commands > Show Version. After a few seconds, the Operations Console retrieves the version information from the gateway and it appears on the screen. If you do not receive the version information, be sure the gateway is properly defined to the Operations Console; select Device Management > Gateway > select the gateway > Edit. See the topics related to adding the voice gateway to the Operations Console for additional information about defining the gateway. Be sure that the console has the proper username and password for the gateway; otherwise, it cannot access the gateway. Related Topics Add Voice Gateway to Operations Console, on page 44 Gateway CLI Commands for CVP Exercises The following table lists gateway command line commands that are useful for these exercises. 153

168 Gateway CLI Commands for CVP Exercises Troubleshooting Tips and Techniques Command Name en? ctrl-z sh run sh startup sh version sh log clear logging buffer config t copy run <filename> copy startup <filename> copy running-config startup-config copy <mysavedconfig> startup dir Description Enter enable mode. You must be in this mode to perform most operations except viewing logs. You must furnish the gateway enable password. Displays help. If you are listing a configuration file on the gateway. this command stops the listing so you can enter a new command. Shows the running configuration. When the gateway displays the configuration, it will display more after a screen full of data. Press Enter to show one more line; press the Spacebar to show one more "page." Shows the startup configuration. Shows hardware and software version information, memory information and more. Displays the current log file. Clears all logging information (such as debug information) from the log file. Enters terminal configuration mode. In this mode you can enter changes to the running configuration. Configuration mode is described in the section to use terminal configuration mode to alter the running configuration. Use Ctrl-z to leave terminal configuration mode. Copies the running configuration to the filename you specify. The file will be created in the gateway root directory. Press Enter at the initial confirmation. Then type y and press Enter to complete the copy command. Copies the startup configuration to the filename you specify. The file will be created in the gateway root directory. Press Enter at the initial confirmation. Then type y and press Enter to complete the copy command. Overwrites the current startup configuration file with the current running configuration. Copies a previously saved configuration file back to the startup configuration. If you have saved a copy of the startup config file before you started working on these exercises, this command could be used to restore the startup configuration to its original values so you can perform the exercises again or perform a variation of the exercises. You will also need to use the reload command to transfer the restored startup configuration to the running configuration. Displays the list of files in the root directory (assuming you have not changed directories). Can use * as a wildcard, example: dir *.tcl displays all the files with the.tcl extension. 154

169 Troubleshooting Tips and Techniques Voice Gateway Debug Commands and Log Files Command Name del <somefilename> more <somefilename> debug Description Deletes a filename, such as a configuration file you previously saved. The system will provide two confirmations. For the first confirmation, examine the filename and confirm, and then press Enter. If you confirm the first message with a y, the system tries to delete a file named y. Confirm the second prompt with y. Display the contents of the file. If the file has more lines than display on one screen, press Enter to display an additional line; press Spacebar to display an additional screenful of lines. There are a large number of debug commands. These commands put additional information into the gateway log files. To show the first level of debug command, in enable mode, enter: debug? To see additional layers, enter an expanded command followed by the "?" such as: debug voip? Some helpful commands for troubleshooting these exercises are: debug voip dialpeer default - default debugging for dial peers debug voip app vxml inout - VXML subsystem stentry/exit messages no debug On the command line, enter the debug command, preceded by "no" to turn that specific debug command off. Example: no debug voip dialpeer default Related Topics Gateway Terminal Configuration Mode, on page 157 Voice Gateway Debug Commands and Log Files This section provides information about using and interpreting the voice gateway debug commands. Note The following commands are entered on the gateway command line through a Telnet session, unless you are directly connected to the gateway. Description of Command or Issue Turn off all debug logging. Clear the gateways' debug logs so that you will have only fresh information related to a call issue. Command to Use or Suggestion Regarding Issue no debug all clear log 155

170 View Copy and Print the Voice Gateway Configuration File Troubleshooting Tips and Techniques Description of Command or Issue Add back specific logging. Default debugging for all dial peers VXML subsystem stentry/exit messages SIP debugging Command to Use or Suggestion Regarding Issue Commands to add back specific logging: debug voip dialpeer default debug voip app vxml inout debug ccsip all Example Log message received: **CVP**85C28020C56C11DD800 ED5D4E76F3954**helloworld**ERROR: , CVP VXML Server emergency error occurred such as an invalid application. Call is dropped. You receive a URL in the log file. Check the application definition in the gateway configuration. Ensure the name of the application is entered exactly as the application is actually spelled. For example: HelloWorld, and customhelloworld Copy and paste the URL information in your browser that will show additional information. View Copy and Print the Voice Gateway Configuration File You can use the following procedure to access the gateway configuration file to verify that the modified file you created properly supports the getting started exercises. Access either the startup-config or the running-config file from the Operations Console as follows. Procedure Step 1 Using a program such as VNC Viewer, access the Unified CVP server or virtual machine and select Start > Programs > Cisco Unified Customer Voice Portal > Operations Consoleto start the Operations Console program. Step 2 Step 3 Step 4 Step 5 Step 6 Log in to the Operations Console using the password you established during the Unified CVP installation process. From the Operations Console menu, select Device Management > Gateway. A list appears of all the gateways you have defined. Each gateway status should be Configured. Using the radio button to the left of the gateway name, select the gateway you are using for these exercises and click Edit (or just click the name of the gateway). Select IOS Commands > Show running-config (or Show Startup-config). After a few seconds the gateway configuration file displays. You can now examine the file, or copy the file using a mouse or standard Windows select and copy operations, and then paste the file into Notepad for further examination or printing. Related Topics Add Voice Gateway to Operations Console, on page

171 Troubleshooting Tips and Techniques Gateway Configuration File Gateway Configuration File The following are general notes about the contents of the gateway configuration file: A items in the configuration file are case insensitive. However, when defining a voice application to the gateway, the value for the parameter CVPSelfService-app must be given exactly as the application is stored on the Unified CVP server. For example: param CVPSelfService-app HelloWorld (upper and lower case) is used because that application is stored on the server using upper and lower case letters. If you change the service definition (within the gateway configuration file) for a given application, you must reload that service on the gateway for the changes to be effective. For example, if you changed the service definition for customhelloworld, you need to enter (on the command line): call app voice load customhelloworld. Note If you change the actual definition of the application (using Call Studio), it is not necessary to reload the application definition on the gateway; that definition has not changed and is not affected by the application changes made in Call Studio. Gateway Terminal Configuration Mode Enter config t on the command line, to make the gateway to enter Terminal Configuration mode. In this mode you can add, delete, and change lines in the running configuration. Gateway Configuration Submodes Many sections of the gateway configuration contain similar "subsections." For example, in the application section of the gateway configuration, you have the definitions for several applications. To change a specific line of an application definition using config t mode, first enter the sub-modes needed to identify the exact line you want to change. For example, suppose you dumped the contents of the change file for the getting started exercises into the configuration file and then used sh run to examine the new configuration results. In the application section, you saw the following definition for HelloWorld and realized that the IP address should have been "141" not "142". application service helloworld flash:cvpselfservice.tcl param CVPPrimaryVXMLServer paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld To change only that line of the gateway configuration, enter the following command: 1 config t Enter configuration terminal mode from enable mode. 2 application 157

172 VXML Server Troubleshooting Troubleshooting Tips and Techniques Switch to the "application" sub-mode. The system appends "-app" to the prompt. Example: ccub-doc-gw4 <config-app># 3 service helloworld There are several "application" definitions; you enter a deeper sub-mode that deals only with the definition for HelloWorld. The prompt changes to: ccub-doc-gw4 <config-app-param># and you can now add the actual parameter information. 4 param CVPPrimaryVXMLServer Enter the new configuration line and the system will overwrite the previous line. 5 <Ctrl-z> Leave configuration mode. 6 sh run Examine the revised running configuration and be sure the definition for the HelloWorld application is now correct. VXML Server Troubleshooting The following topics provide general troubleshooting procedures for the VXML server as well as tips for specific issues. Check Status and/or Restart VXML Server You can check the status of the VXML Server (either UP or Not Reachable), shut down and restart the server, from the Operations Console using the following procedure: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Using VNC Viewer or a similar program, access the console of the Unified CVP server or virtual machine. To start the Operations Console program, select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. Log in to the Operations Console using the password you established during the Unified CVP installation process. From the Operations Console menu, select System > Control Center. Check the status of the VXML Server. It should be Up. If you need to start the server, or shut down and restart the server, select the server using the radio buttons at the left edge of the "Network Map" and click Start or Shutdown. A status message indicates that the command has been sent to the server. Wait at least one minute, and then reselect System > Control Center from the menu to recheck the server status. Apply another operation (Start or Shutdown) as needed. 158

173 Troubleshooting Tips and Techniques Restart VXML Server Using Windows Services Management Restart VXML Server Using Windows Services Management The VXML Server is actually a service running on the Unified CVP server. You can restart the VXML Server by restarting the VXML service from Windows Services management on the Unified CVP server as follows: Procedure Step 1 To access Windows Services management, select My Computer > Manage > Services and Applications > Services. Step 2 Step 3 Select Cisco CVP VXML Server. The service description appears on the left of the entry. Within the description, click Restart. Note This method restarts the service more quickly than restarting it through the Operations Console using System > Control Center. What to Do Next Note If you are unable to restart the VXML Server, see the related troubleshooting topic. Related Topics VXML Server Not Reachable and You Cannot Restart It, on page 159 VXML Server Not Reachable and You Cannot Restart It If you check the status of the VXML Server from the Operations Console and its status is Not Reachable, try the following option: Attempt to restart the server from within the Operations Console and from Windows Services Management using the methods provided in sections. Reboot the all-in-one server, and then recheck the VXML Server status in the Operations Console. It must be Up to successfully perform the exercises. Related Topics Check Status and/or Restart VXML Server, on page 158 Restart VXML Server Using Windows Services Management, on page 159 Access VXML Server Administrative Batch Files The VXML Server administrative batch files provide control over the voice applications deployed to the VXML Server and provide status information about the deployed applications. 159

174 Access Read and Clear VXML Server Log Files Troubleshooting Tips and Techniques The following table describes each batch file. Batch File Name deployapp.bat releaseapp.bat resumeapp.bat suspendapp.bat updateapp.bat status.bat Batch File Use Deploys your custom application to the VXML Server. Note Be sure to use deployapp.bat. Do not use deployapp.sh. Suspends the application. After all calls are handled, removes the application from server memory. Restarts a suspended application. Plays "application suspended" message for new calls; continues to handle older, active calls. Updates a deployed application with changes made to it in Call Studio, and then redeploys the application. Provides running and current call handling status for the application, as follows: Running status Active callers requesting this application Number of sessions waiting to end Procedure Step 1 Step 2 Open a file browser within the all-in-one-box server. Browse to the location of the application you need to administer. C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin Access Read and Clear VXML Server Log Files You can access, read, and clear the VXML Server log files. The following table describes the log files in each log folder. Log Folder Name ActivityLog Log File Use Provides start and exit information for each element in the voice application for each call flow. 160

175 Troubleshooting Tips and Techniques Call Server Troubleshooting Log Folder Name AdminLog CVPDatafeedLog CVPSNMPLog ErrorLog Log File Use Provides a log of administrative operations such as start server, deploy an application, update an application, and so on. Indicates that data has been sent to the reporting server. SNMP events for levels 1 through 5 for this application. Provides error information for each call. Procedure Step 1 Step 2 Open a file browser within the all-in-one-box server. Browse to the location of the application you need to examine, as follows: C:\Cisco\CVP\VXMLServer\applications\HelloWorld\logs C:\Cisco\CVP\VXMLServer\applications\customhelloworld\logs Call Server Troubleshooting This section provides tips and techniques to troubleshoot the Unified CVP Call Server. It supplements the general troubleshooting issues and audio error messages section, which includes problems with the call server. When the CVP Call Server status is partial: An immediate busy signal usually indicates an issue with the gateway or a call server that is down. This is normal status for the standalone applications because the call server is not connected to Unified ICM. In the comprehensive exercise, a status of partial usually indicates a problem with the configuration of the PG connecting Unified CVP to Unified ICM. Note You do not need a license file for the test implementation of the call server. However, the test implementation is limited to 30 simultaneous calls. This means that, if, for some reason, calls are not being completed and are stuck in the system, additional calls (over 30) will not go through and will be logged as errors. Related Topics Common Audio Responses and Error Messages, on page 149 Troubleshooting PG Installed on Unified CVP Server, on page

176 Reporting Server Troubleshooting Troubleshooting Tips and Techniques Reporting Server Troubleshooting The following table provides troubleshooting information for the Reporting server: Issue or Tip Status of the Reporting server Check for call events being sent to the Reporting server. Details Check the status of the reporting server from the Operations Console. Choose System > Control Center From the Operations Console menu, select Device Management > Reporting Server > click the reporting server link. On the Edit Reporting Server Configuration window, click Statistics. You should see events received and see Database Writes. If you see events, but do not see Database Writes, confirm you followed the these rules when creating the hostname of the Unified CVP server: The CVP VXML Standalone Server with Reporting exercise uses the Reporting Package, which is one of the Unified CVP installation selections. This package requires the hostname or Windows hostname for the Unified CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the server hostname is DOCCVP801. If the hostname meets these requirements, the exercises work properly, and do generate call reporting events. However, no data is written to the Informix database. Call Studio (customhelloworld) Troubleshooting This section describes common Call Studio (customhelloworld) issues and error messages you may encounter, and provides solution to help troubleshoot these issues. Call Studio (customhelloworld) Audio Error Messages When you complete the customhelloworld exercise and call its DN, you may receive the following audio error message: I'm sorry, we are experiencing difficulties. Please call back at a later time. Complete the following actions to help isolate the problem: Assuming you previously performed Exercise #1 successfully, try placing the HelloWorld call. Note If the HelloWorld call goes through, the voice gateway, VXML Server, and Unified CM are all working and the issue is with some aspect that is unique to the customhelloworld implementation. On the Unified CVP server, run status.bat from C:\Cisco\CVP\VXMLServer\admin, to verify that customhelloworld is running on the VXML Server. You can also see if there are active callers or sessions waiting for the customhelloworld application. 162

177 Troubleshooting Tips and Techniques You Receive the Message customhelloworld: Validation Failed. Please See Call Studio Problems View for Details. If you are performing the TTS version of this exercise, confirm that you put text into the TTX box. If you created customhelloworld to play a text message, the TTS server is a unique link in the customhelloworld exercise. (In the prior exercise, the HelloWorld application does not require a TTS server.) Access the TTS server and verify that its status is Up. If you are performing the non-tts version of the exercise, confirm that the link to the audio file is typed correctly in the URI box and the name of the.wav file is spelled correctly. Confirm that the wave file you are trying to access (non-tts version of the customhelloworld exercise) has been copied to: C:\Cisco\CVP\VXMLServer\IIS\webapps\CVP\audio. Access the voice gateway configuration file and verify that it properly points to the TTS server. Related Topics Modify Gateway Standalone Template Example for Getting Started Exercises, on page 29 View Copy and Print the Voice Gateway Configuration File, on page 156 You Receive the Message customhelloworld: Validation Failed. Please See Call Studio Problems View for Details. Problem You attempt to validate the customhelloworld application and receive the message: customhelloworld: Validation failed. Please see Call Studio Problems view for details. Solution Examine the Call Studio Problems tab at the bottom of the Builder window. You see the message: The value of the setting "Caller Input" cannot be left blank or contain the following characters: <, >, ", ', and &. Scroll the Call Studio Problems tab to the left and you will see the project name and the element Location that contains the problem. Click the element referenced to in the error message (in this case: CVP Subdialog Return_01). Note that Caller Input is blank. Enter yes in the Value column for Caller Input so the application returns a value when the application receives a call. Related Topics Subdialog Return - Caller Input Error, on page 165 You See the Message that Windows Cannot Open the File deployapp.sh Problem You are trying to deploy the voice application on the VXML Server and you see the message: Windows cannot open this file: deployapp.sh. Use the Web service to find the appropriate program. Solution You need to use deployapp.bat. Do not use deployapp.sh. 163

178 Troubleshooting Tips and Techniques You See the Message that the Application is Loaded and Running but Errors were Encountered while Initializing the Application You See the Message that the Application is Loaded and Running but Errors were Encountered while Initializing the Application Problem You are trying to deploy the voice application on the VXML Server and see a message indicating that the application is loaded and running; however, errors were encountered while initializing the application. Solution The error message continues: This could happen if loggers encountered errors on initialization which prevented them from being activated. It could also happen if start of application class(es) that were configured not to cancel the deploy/update encountered errors while executing. See the application error log or the global error log for descriptions of the error(s) encountered. Ignore this message for these exercises. You Receive a Validation Failed Message When Deploying customhelloworld Application from Within Call Studio Problem You attempt to deploy the customhelloworld application from within Call Studio and receive the message: Validation Failed Solution From Call Studio, examine the following: Call Studio Problems tab, displayed below the design window, provides configuration error information. Use Default Audio Path must be deselected so that the application provides the defined path, and not the default path when you implement the non-tts version of the exercise. You Hear a TTS Response Instead of holdmusic.wav When You Ccall customhelloworld DN Problem You call the customhelloworld DN and instead of the expected holdmusic.wav response, you hear the TTS response you created earlier. Solution You left the original TTS response typed into the TTS box of the audio element (as suggested). The application first attempts to locate and play the designated audio file. When it cannot do so, it attempts the text response. Because it is playing the text response, you know that customhelloworld is working. However, the URI you entered is probably incorrect. Related Topics You Hear holdmusic.wav but Hear a TTS Response Instead, on page

179 Troubleshooting Tips and Techniques Subdialog Return - Caller Input Error Subdialog Return - Caller Input Error The Subdialog Return element requires a yes or no value for its Call Input parameter. In the following screen example, the user first left the Caller Input value blank. When the user tried to validate the application, the user received the error shown in Call Studio Problems. The screen shot shows that the user then typed in yes to fulfill the requirement. When the user tries to validate the application again, the error will no longer be displayed. Figure 79: CVP Subdialog Return Element - Caller Input Error Troubleshooting Comprehensive Call Flow Exercise Much of the following troubleshooting information is specific to the comprehensive exercise. Use this information in conjunction with the previous troubleshooting topics. 165

180 Comprehensive Exercise Audio Error Messages Troubleshooting Tips and Techniques Comprehensive Exercise Audio Error Messages The following table describes the most common audio error messages you may receive while completing the Comprehensive exercise. Audio Error Message I'm sorry, we are experiencing difficulties. Please call back at a later time. Common Causes Be sure the ECC variables you added are spelled properly, especially the variables used in the Unified ICM script. If you must add a correctly spelled variable that was used in the script, be sure to update the corresponding Set Variable element in the Unified ICM script. An incorrectly spelled or configured user.microapp.toextvxml will cause this problem. I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later In Script Monitor mode, check the Unified ICM script editor for the DN. Is the script connected properly? Refer to the configuration screen shots in the task to add call transfer to the Comprehensive exercise. See the topic related to troubleshooting the PG that is installed on the Unified CVP Server. Be sure you properly created the Dialed Number entries using the correct numbers for this exercise. Once you create the proper DN entry, you must also create the proper Call Type Manager entry for the new DN. Related Topics Troubleshooting PG Installed on Unified CVP Server, on page 172 Create Call Type Manager Entry Routing Script and Call Schedule, on page 133 General Troubleshooting Issues and Audio Error Messages, on page 149 Set Up Dialed Numbers, on page 124 Quick Troubleshooting Checks for Comprehensive Call Flow Exercise For the Comprehensive exercise, there are a number of servers, services, and other components that must be Up. It is possible that one or more of these components was turned off or not enabled during the set up process. ICM services Cisco ICM icm Distributer Cisco ICM icm LoggerA Cisco ICM icm RouterA CVP Call Server and VXML Server Peripheral Gateway service 166

181 Troubleshooting Tips and Techniques Quick Troubleshooting Checks for Comprehensive Call Flow Exercise CM server (route patterns) TTS server HelloWorld and customhelloworld voice applications are running on the CVP Server You can verify if any of these components has a not ready condition and start them if they are not Up and running. Related Topics Verify Status and Start CVP Call Server, on page 167 Verify Status and Start ICM Services, on page 167 Verify Status and Start PG on Unified CVP Server, on page 169 Verify Route Patterns on CM Server, on page 169 Verify TTS Server Status, on page 169 Verify Voice Applications Are Running on VXML Server, on page 170 Verify Status and Start ICM Services During the configuration process, some services are shut down and some services may not get enabled. For the Comprehensive exercise, the following services must be Up: Cisco ICM icm Distributer Cisco ICM icm LoggerA Cisco ICM icm RouterA where icm refers to the Unified ICM instance you are using for the Comprehensive exercise. Use this procedure to verify the status of these services and, if necessary, to start any services that are stopped. Procedure Step 1 Step 2 Step 3 Sign into the Unified ICM server using VNC viewer or a similar program. The workstation folder opens with a set of functions listed on its desktop. Double-click Service Control and verify that the ICM services are running. Select any service that is Stopped and click Start. Verify Status and Start CVP Call Server The CVP Call Server should be Up. If the call server is Down, or the status is Partial, you must start the call server. Use this procedure to verify the status of the CVP Call Server and, if necessary, to start a call server that is in the stopped condition. 167

182 Quick Troubleshooting Checks for Comprehensive Call Flow Exercise Troubleshooting Tips and Techniques Procedure Step 1 Step 2 Sign into the all-in-one-box server and start the Operations Console. Select System > Control Center. The call server status should be Up. If the server status is Down, or if its status is Partial, perform the following steps: a) Examine the Hostname and IP address. 1 If the hostname and IP address is correct, select the server and click Start. Then select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. 2 If the hostname is incorrect, click the server link and make the change, and then click Save & Deploy. If the IP address is incorrect or if you need to activate select services (ICM, IVR, and SIP should be selected), you must delete this definition and add a correct one using the procedure to set up the call server in the Operations Console. Note If you deploy a new server definition with a new hostname for the call server, you must select the VXML Server definition, select the new call server for the Primary Call Server and select Save & Redeploy to save and then redeploy the VXML Server. b) If the status of the call server is Partial, check the status of the Peripheral Gateway. c) Verify that the VXML Server status is Up. Perform the following steps: 1 If the VXML Server status is Down, examine the Hostname and IP address. If this information is correct, select the server and click Start. Then select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. 2 If you need to change the server definition, click the server link. You can update the Hostname and Primary Call Server selections; however if the IP address is wrong, delete the definition and add one with the proper IP address using the procedure to add the VXML Server to the Operations Console. You must click Save & Deploy to make your changes effective. Note If you have to delete the VXML Server definition and add one with a corrected IP address, you must redeploy the customhelloworld voice application. d) The Gateway status on the Control Center - Network Map will be N/A. To ensure that the ingress gateway is up, click the link for the gateway entry in the table, and on the Edit Gateway Configuration window select IPS Commands > Show Version. The version information for the gateway displays. If you see a Failed to authenticate message, be sure the Username and Passwords fields for the gateway have the correct entries and Save if necessary. If you still cannot reach the gateway, try to telnet or ping the gateway server. You may need to reload the server. Related Topics Add Unified CVP VXML Server to Operations Console, on page 98 Deploy Custom Unified Call Studio Application on VXML Server, on page 64 Identify and Setup Call Server in Operations Console, on page 94 Sign In to All-in-One-Box Server and Start Operations Console, on page 40 Verify Status and Start PG on Unified CVP Server, on page

183 Troubleshooting Tips and Techniques Quick Troubleshooting Checks for Comprehensive Call Flow Exercise Verify Status and Start PG on Unified CVP Server Use this procedure to verify the status of the Peripheral Gateway on the Unified CVP Server and, if necessary, to start the PG service if it is not running. Procedure Step 1 Step 2 Sign into the Unified CVP server and double click the ICM Service Control icon. The ICM Service Control window opens. If the PG service is not started, select it and click Start. If the PG service does not start, refer to the topics related to troubleshooting the PG installed on the Unified CVP server. Related Topics Troubleshooting PG Installed on Unified CVP Server, on page 172 Verify Route Patterns on CM Server Use this procedure to verify that you have the route patterns and defined on the Unified CM server for the Comprehensive call flow exercise. Procedure Step 1 Step 2 Point a browser to the Unified CM IP address or hostname. The Product Selection window opens. Select Device > Trunk > Find and verify that you have route patterns and defined. Scroll down and examine the SIP Information section Destination Address field. If the route patterns are not set up properly, see the topics related to modifying the Comprehensive exercise for VoIP phones and defining route patterns. Related Topics Define Route Patterns, on page 27 Exercise Modification for VoIP Phones Using Unified CM, on page 23 Verify TTS Server Status If you are using the TTS version of customhelloworld and HelloWorld and it works properly but customhelloworld does not, check that the TTS server is running. 169

184 Comprehensive Exercise Common Issues Troubleshooting Tips and Techniques Procedure Sign into the server that is hosting the TTS server and verify that the TTS server is running. Start the TTS server if it is not running. Verify Voice Applications Are Running on VXML Server Verify that the HelloWorld and customhelloworld voice applications are running on the VXML server. Procedure Step 1 Step 2 Log in to the Unified CVP server and using a file browser, go to C:\Cisco\CVP\VXML Server\admin. Double-click status.bat. The command window that opens provides the status of HelloWorld and customhelloworld. If they are not Running, refer to the topics related to accessing the VXML Server administrative batch files. Related Topics Access VXML Server Administrative Batch Files, on page 159 Comprehensive Exercise Common Issues This section includes common symptoms and possible causes for failure of the Comprehensive exercise calls. Note The content focuses on ICM-specific and comprehensive-unique issues. Many issues common to the standalone exercises have their counterparts in the Comprehensive exercise. For more suggestions and other error messages, refer to topics related to general troubleshooting issues, and common audio responses and error messages. Related Topics Troubleshooting PG Installed on Unified CVP Server, on page 172 General Troubleshooting Issues and Audio Error Messages, on page 149 Neither DN Provides Any Response...the Line is Silent and the Call Does Not Connect or Terminate Possible Cause For the Comprehensive exercise, if Cisco ICM icm RouterA is not started, it will cause this effect. As well, some PG issues will also cause the issue of no response at all. For example, the PG type must be type 10. Solution Open the ICM Service Control tool to check if the Cisco ICM icm RouterA service is running, and start Cisco ICM icm RouterA if the service is not running, perform the following steps: 170

185 Troubleshooting Tips and Techniques Comprehensive Exercise Common Issues 1 Log in to the Unified ICM server using a program such as VNC viewer. The workstation folder opens with a set of functions listed on the desktop. 2 Double-click Service Control and verify that the Cisco ICM icm RouterA service is running. 3 If Cisco ICM icm RouterA is not started, select Cisco ICM icm RouterA and click Start. Troubleshoot the PG. See troubleshooting topics related to the PG installed on the Unified CVP Server. Related Topics Troubleshooting PG Installed on Unified CVP Server, on page 172 One DN Works Properly but the Other One Does Not Solution Perform the following steps to troubleshoot DN problems of this type for the Comprehensive exercise: 1 Open the Unified ICM Script Editor with the script for the call that does not work. 2 Select Script > Monitor Script and place the call again. Monitor mode will indicate how far the call is processed through the script. 3 Check that you have saved the latest Unified ICM call script. If it was not saved, save the script and retry the call. 4 Check the connections on the calls script. See topics related to call transfer additions. Related Topics Call Transfer Addition to Exercise, on page 135 There Is No Response and the Call Disconnects After a Few Seconds Solution Be sure the ECC variables you added are spelled properly, especially the variables used in the ICM script. If you must add a correctly spelled variable that was used in the script, be sure to update the corresponding Set Variable element in the ICM script. An incorrectly spelled or configured user.microapp.usevxmlparms will cause this problem. The customhelloworld Message Plays, but the Call Does Not Transfer to the Designated VoIP Extension Problem When you initiate a call transfer during the Comprehensive exercise, the customhelloworld message plays, but the call does not transfer to the designated VoIP extension. Solution Be sure the ECC variables you added are spelled properly, especially the variables used in the Unified ICM script. If you must add a correctly spelled variable that was used in the script, be sure to update the corresponding Set Variable element in the Unified ICM script. Also, an incorrectly spelled or configured user.microapp.toextvxml will cause this problem. 171

186 Troubleshooting PG Installed on Unified CVP Server Troubleshooting Tips and Techniques Related Topics Call Transfer Addition to Exercise, on page 135 Receive a Busy Signal When You Place a Call Problem During the Comprehensive exercise, you receive a busy signal when you place a call. Solution Perform the following steps: 1 Open the Operations Console and select System > Control Center. 2 If the status of the call server is Partial troubleshoot the PG. See troubleshooting topics related to the PG installed on the Unified CVP Server. Related Topics Troubleshooting PG Installed on Unified CVP Server, on page 172 Troubleshooting PG Installed on Unified CVP Server This section describes common issues and audio error messages you may encounter that can prevent the PG from working properly during the Comprehensive exercise. Tip If you need to modify the PG configuration, first stop the PG service. Be sure to restart the service after you save the new configuration. To stop and start the service, log in to the Unified CVP server and double-click the ICM Service Control icon. Select the PG service and click Stop or Start as appropriate. Tip When you run icmsetup on the Unified CVP system, you must use the same instance name that you used to create the ICM instance on the Unified ICM system. Check the instance names by running icmsetup. PG Related Audio Error Messages When you complete the Comprehensive call flow exercise and place a call, you may receive the following audio error message: I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later. In this exercise, the gateway dial peer uses the label: >, which will match the label configured in ICM for the VRU definition. To check for the proper label, in the ICM Communication Manager, choose Tools > Explorer Tools > Network VRU Explorer. 172

187 Troubleshooting Tips and Techniques Track Call Progress Using Unified ICM Script Monitoring The Call Server Status is Partial, but the Example Works with a PG Instance of 2 Problem The status of the call server is partial but if you change the PG instance to "2" the example works. Solution You must enter the number of PGs as a range (1-2 in this example). Related Topics Verify Enough PG Places Allocated On Unified ICM, on page 100 The Status of the Call Server is Partial Solution The ICM system assigns this number when you add the PG using icmsetup on the Unified ICM system. On the Unified CVP system, run icmsetup. On the Peripheral Gateway Component Properties window, enter the same Logical Controller ID the Unified ICM system assigned previously No Response When You Place a Call Problem There is no response at all when you make either the or the call during the Comprehensive exercise. Solution Check for the proper PG type. In the ICM Communication Manager, choose Tools > Explorer Tools > Network VRU Explorer. Click Retrieve, then select the PG you created and examine its configuration. Track Call Progress Using Unified ICM Script Monitoring The Unified ICM scripting tool provides a monitoring mode that enables you to track the progress of a call through the Unified ICM script. This mode is especially helpful for both complex and simple scripts in the comprehensive exercise, the as it provides the following valuable information: Indicates whether or not the call reached the Unified ICM portion of the call flow. Indicates whether or not the call completed specific parts of the script and, if there is more than one path in the script, which path the call took. Enable ICM Script Monitoring To enable the script monitoring function, complete the following steps: 173

188 Enable ICM Script Monitoring Troubleshooting Tips and Techniques Procedure Step 1 Step 2 Log in to the Unified ICM server and open the script editor. Open the script you need to monitor and click the monitoring icon (set of blocks with a magnifying glass) or select Script > Monitor Script. The script editor displays the script with green boxes, indicating how many times a call flow has reached each box. Figure 80: ICM Scripting Tool - Monitoring Turned On Step 3 Place a call and wait for a few seconds. In the following example, the user placed five calls with the following results: The Unified ICM system successfully set the variables for all five calls. Three of the calls completed properly as indicated by the 60% box. Two calls were terminated early (in this test, by the user hanging up) as indicated by the 40% box. 174

189 Troubleshooting Tips and Techniques Enable ICM Script Monitoring None of the calls were sent to the error path as indicated by the 0% box. Figure 81: ICM Scripting Tool - Monitoring Results Note In the comprehensive exercise you create two Unified ICM scripts. To monitor the calls from the other dialed number, switch to the other Unified ICM script. 175