Getting Started with Cisco Unified Customer Voice Portal Release 8.0(0)

Transcription

1 Getting Started with Cisco Unified Customer Voice Portal Release 8.0(0) Draft Generated On: March 17, 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0812R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Systems, Inc. All rights reserved.

3 Table of Contents Preface...1 Purpose...1 Audience...2 Organization...2 Related Documentation...3 Conventions...4 Obtaining Documentation and Submitting a Service Request...5 Documentation Feedback Purpose and Use of this Exercise Guide...7 Purpose of this Guide...7 How to Use this Guide Brief Introduction to the Unified CVP Product and the Exercises...9 Main Features of the Unified CVP Product...9 Call Flow Model Exercises Used in this Guide...10 Unified CVP VXML Server Standalone Call Flow Model (HelloWorld)...11 Unified CVP VXML Server Standalone Call Flow Model (customhelloworld)...13 CVP VXML Server Standalone Call Flow (Reporting)...14 CVP Comprehensive Call Flow Exercise Prerequisites...19 Server Hardware and Software Requirements...19 Planning Prerequisites...20 Installation Components for Each Call Flow Exercise...21 Table of Required Data...22 Prerequisite Tasks (Before Installing Unified CVP Software)...24 Obtain Unified CVP Software...24 Establish the Server or Virtual Server for the CVP Exercises...24 Install SNMP...25 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager...25 Define the Trunks Used in the Getting Started Exercises...26 Define the Route Patterns Install Unified CVP Components...33 How to Use this CVP Installation Chapter...33 Install CVP Components Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)...45 Unified CVP VXML Server (Standalone) Configuration Exercise...45 Log into the CVP All-in-One-Box Server and Start the Operations Console...45 Add the CVP VXML Server (standalone) to the Operations Console...47 Add the VXML Server (standalone)...48 Configure Your Voice Gateway for VXML Server Calls...49 Add the Voice Gateway to the Operations Console...49 Verify Gateway Access from the Operations Console...51 Transfer Bootstrap and.wav Files To the Gateway...53 Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises...54 Back Up Your Existing Voice Gateway Running Configuration...56 Copy the Configuration Changes to Your Voice Gateway's Running Configuration...57 Verify the Changes Made to the Running Configuration...58 i

4 Save the New Running Configuration to the Startup Configuration File...59 Load the New Voice Gateway Application Services...59 Complete the Exercise by Placing the Test Call...60 Place the POTS or VoIP Call Installing Unified Call Studio...61 Running the Cisco Unified Call Studio Installation Program Add a Custom Voice Application Created with Call Studio...63 Exercise Prerequisites...64 Start Call Studio...64 Create a New Call Studio Project...64 Create the Voice Application Call Flow and Validate It...65 Deploy the Custom Call Studio Application to a File Folder...69 Deploy the Custom Application on the VXML Server...72 Place the Test Call...73 Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting)...77 Unified CVP VXML Server with Reporting...77 Prerequisites for the VXML Server with Reporting Exercise...77 Run Reporting Batch Files...78 Identify and Configure the CVP Call Server...79 Add the Reporting Server to the Operations Console...81 Remove and Replace Existing "Standalone" VXML Server Definition...82 View the Configuration States of the Various Servers You Added...83 Configure the VXML Server to Send Call Data...84 Check Running Status of the Servers and Restart the VXML Server...84 Place a Call that Requests the Custom Voice Application...85 Verify that the Reporting Server Received VXML Events...86 (Optionally) Add a Reporting User...86 Access the cvp_data Informix Database Using Dbaccess...87 Query the cvp_data Database Comprehensive Call Flow Model Exercise...91 Comprehensive Call Flow Design Elements and Configuration Sections...92 Exercise Prerequisites...93 Section A: Ingress Gateway/Voice Browser Configuration...94 Restore the Gateway's Running Configuration...94 Modify the Supplied GWConfigChgs_Comprehensive.txt File to Use with the Comprehensive Exercise...95 Modify the Gateway's Configuration File...96 Log into the CVP All-in-One-Box Server and Start the CVP Operations Console...98 Add the Voice Gateway to the Operations Console...99 Verify Gateway Access from the Operations Console Transfer Required CVP Gateway Scripts and.wav Files to the Gateway Section B: CVP Configuration for Use with ICM Identify and Configure the CVP Call Server In the Operations Console Add the CVP VXML Server to the CVP Operations Console Create and Deploy the customhelloworld Voice Application Section C: Install a Peripheral Gateway Between CVP and ICM Verify Enough PG Places Have Been Allocated on ICM Define the VRU on ICM ii

5 Add the PG to the ICM Configuration Manager and Obtain a PG ID Add a Label to the VRU Previously Defined Set the Default Voice Response Unit (VRU) Install the PG on CVP Add ECC Variables to ICM Configure Call Types Configure Dialed Numbers Section D: ICM Scripting Configuration for CVP Create Network VRU Script Create ICM Call Scripts to Access HelloWorld and customhelloworld Create a Call Type Manager Entry Routing Script and Call Schedule Section E: Configuring Unified Communications Manager Complete the Main Exercise Add Call Transfer to the Exercise Modify the customhelloworld ICM Script to Transfer the Call Add the Reporting Elements to the Exercise Expand the Initial Exercises Use the CVP VXML Server as a Media Server for Your Custom Media Files Modify the CVP Server Directory Structure to Work as a Media Server Create a Media File with Proper Codex Properties Modify the Application Script to Support the Media Files Process User Input Modify customhelloworld for User Input Troubleshooting Tips and Techniques General Troubleshooting Notes Common Audio Responses, Error Messages, and Issues with Solutions Voice Gateway Troubleshooting Issues and Tips Verify that the Voice Gateway is Added to the Operations Console and is "Reachable" Gateway Command Line Commands Useful for the Exercises Voice Gateway Debug Commands and Log Files View, Copy, Print the Voice Gateway Configuration File Gateway Configuration File Using Terminal Configuration Mode to Alter the Running Configuration VXML Server Troubleshooting Issues and Tips Check the Status and/or Restart the VXML Server Restart the VXML Server Using Windows Services Management VXML Server Not Reachable Access the VXML Server Administrative Batch Files Access, Read, and Clear the VXML Server Log Files Call Server Troubleshooting Issues and Tips Reporting Server Troubleshooting Issues and Tips Call Studio (customhelloworld) Troubleshooting Issues and Tips CVP Subdialog Return - Caller Input Error Troubleshooting the Comprehensive Call Flow Exercise Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise Common Problems with the Comprehensive Exercise Troubleshooting the PG Installed on the Unified CVP Server Using ICM Script Monitoring to Track a Call's Progress Enable ICM Script Monitoring Where Do I Go from Here? iii

6 Glossary Index iv

7 List of Figures Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow...12 Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow...13 Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified CVP Standalone VXML Server - with Reporting...15 Figure 4: Unified CVP Comprehensive Call Flow Example...17 Figure 5: Call Management Administration - Main Window...27 Figure 6: Call Management Administration - Defining a Trunk...28 Figure 7: Unified CM - Define Trunks...30 Figure 8: Unified CM - Define a Route Pattern...31 Figure 9: Unified CM - All Route Patterns Defined...32 Figure 10: CVP Installation - Select Packages...35 Figure 11: CVP Installation - Select Core Software Settings...36 Figure 12: CVP Installation - Select Apache Tomcat Application Server...37 Figure 13: CVP Installation - Select the Media File Folder...38 Figure 14: CVP Installation - Select Reporting DB Size...39 Figure 15: CVP Installation - Disable Support Tools...40 Figure 16: CVP Installation - Ready to Install...40 Figure 17: CVP Installation - Apply Security Hardening?...41 Figure 18: CVP Installation - Reporting Password...42 Figure 19: CVP Installation - OPS Console Password...43 Figure 20: Reminder to Run the Reporting Setup Script...43 Figure 21: CVP All-In-One-Box Server - Main Window...46 Figure 22: CVP Operations Console - Login Window...47 Figure 23: CVP Operations Console - Main Window...47 Figure 24: View List of VXML Servers Known to the Operations Console...48 Figure 25: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console.49 Figure 26: CVP Operations Console - Add Voice Gateway...50 Figure 27: CVP Operations Console - Confirm Added Gateway Message...51 Figure 28: CVP Operations Console - List of Gateways...51 Figure 29: CVP Operations Console - Edit Gateway Configuration...52 Figure 30: CVP Operations Console - Verify Connection to Gateway - Check Gateway Software Version...53 Figure 31: Successfully Transferred File to the Gateway...54 Figure 32: Call Studio - License Activation Message...64 v

8 Figure 33: Call Studio - New Project Named...65 Figure 34: Call Studio - Creating customhelloworld Call Flow...66 Figure 35: Call Studio - Creating customhelloworld Call Flow - Connections...67 Figure 36: Call Studio - Creating customhelloworld Call Flow - Audio Element...68 Figure 37: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)...69 Figure 38: Call Studio - Deploy Voice Application...70 Figure 39: Call Studio - Browse to Application's Deploy Destination...71 Figure 40: Verify the Custom Voice Application is on the VXML Server...72 Figure 41: Custom Voice Application status.bat Results...73 Figure 42: status.bat - VXML Server Status...73 Figure 43: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)...75 Figure 44: CVP Operations Console - Define the CVP Call Server...80 Figure 45: CVP Operations Console - Define Additional Call Server Configuration Items...80 Figure 46: CVP Operations Console - Add Reporting Server...82 Figure 47: CVP Operations Console - Control Center - Network Map...85 Figure 48: Reporting - Examine Reporting Server Statistics for Comprehensive Call...86 Figure 49: Dbaccess - Connect to the cvp_data Database...88 Figure 50: Unified CVP Comprehensive Flow Model Example...92 Figure 51: CVP All-In-One-Box Server - Main Window...98 Figure 52: CVP Operations Console - Login Window...99 Figure 53: CVP Operations Console - Main Window...99 Figure 54: CVP Operations Console - Add Ingress Gateway Figure 55: CVP Operations Console - Gateway Added Successfully Figure 56: CVP Operations Console - Verify Gateway is Configured in the CVP Operations Console Figure 57: CVP Operations Console - Verify the CVP Operations Console can Access the Gateway Figure 58: CVP Operations Console - Gateway Show Version Command Figure 59: CVP Operations Console - Successfully Tranferred File to Gateway Figure 60: CVP Operations Console - Define the CVP Call Server Figure 61: CVP Operations Console - Define Additional Call Server Configuration Items Figure 62: CVP Call Server - Configure for Comprehensive Exercise Figure 63: CVP Operations Console - Call Server Successfully Added Figure 64: CVP Operations Console - Add Non-standalone VXML Server Figure 65: ICM Setup - Check Number of Allocated PG Slots Figure 66: ICM - Check Range of PGs that Can be Used Figure 67: ICM - Create Type 10 VRU Name vi

9 Figure 68: ICM Configuration Manager - PG Logical Controller ID Figure 69: ICM Configuration Manager - Add PG and Get ID Figure 70: ICM Configuration Manger - Routing Client Label for PG Figure 71: ICM Configuration Manager - Configure PG Figure 72: ICM - Create Type 10 VRU Label Figure 73: ICM Configuration Manager - Identify the Default VRU Figure 74: ICM - Add ICM Instance Figure 75: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server Figure 76: ICM - Add Peripheral Gateway Instance Figure 77: ICM Setup - Select PG Type as VRU Figure 78: ICM - Add Peripheral Gateway - PIM Figure 79: ICM Setup - PG Setup - PIM Parameters Figure 80: ICM - Add Peripheral Gateway - VRU Connection Port Figure 81: ICM Setup - Install PG - Enter Logical Controller ID Figure 82: ICM - Add Peripheral Gateway - Side A Preferred Figure 83: ICM Setup - Install PG - Network Interfaces Figure 84: ICM Configuration Manager Message - Enable ECC Variables Figure 85: ICM System Information - Enable ECC Variables Figure 86: ICM Expanded Call Variable List (ECC Variables) Figure 87: ICM - Create Network VRU Script Figure 88: ICM - Create Call Script - Start Element Figure 89: ICM - Create Call Script - Add Set Variable Elements Figure 90: ICM - Create Call Script - Define user.microapp.media_server Figure 91: ICM - Create Call Script - Define user.microapp.app_media_lib Figure 92: ICM - Create Call Script - Define user.microapp.toextvxml Figure 93: ICM - Create Call Script - Define user.microapp.usevxmlparams Figure 94: ICM - Create Call Script - Connect Elements Figure 95: ICM - Create Call Script - Validate Script Figure 96: ICM Script - Add Call Transfer Label Figure 97: ICM Script Editor - Configure Label Figure 98: ICM Script Editor- Transfer Call Figure 99: Call Studio - Create Decision States Figure 100: Call Studio - Logic for Getting User Input Figure 101: Call Studio - CVP Subdialog Return Element - Caller Input Error Figure 102: ICM Scripting Tool - Monitoring Turned On vii

10 Figure 103: ICM Scripting Tool - Monitoring Results viii

11 Preface Purpose This guide provides instructions that help a new user get started using the Cisco Unified Customer Voice Portal (Unified CVP) product in one or more test environments. Configuring a test environment is intended to provide a simplified experience with the Unified CVP product 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 the Unified CVP product. It is intended as a quick checklist of the basic steps required for getting started with this product. For detailed information about the product and configuration instructions, consult the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. The instructions in this guide only pertain to fresh installs. The Unified CVP product supports several call flow models. Only the following models are covered by the exercises in this guide: Unified CVP VXML Server (Standalone) Simplified test model with CVP Built-in Reporting Unified CVP Comprehensive SIP (simplified example) 1

12 Audience Preface Note: For configuration details for all the Unified CVP call flow models in a production environment, refer to 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 should 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. Readers should be familiar with general Unified ICM installation and setup procedures. Organization Chapter The manual is divided into the following chapters. Purpose and Use of this Exercise Guide (page 7) Brief Introduction to the Unified CVPProduct and the Exercises (page 9) Exercise Prerequisites (page 19) Install Unified CVP Components (page 33) Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) (page 45) Installing Unified Call Studio (page 61) Description Describes the limited scope of this guide and how best to use the guide. 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 Unified CVP exercises. Provides instructions on installing Unified CVP for each call flow model exercise covered in this guide. A basic that demonstrates connectivity for the various components. Uses the build-in VXML server and a default voice application called HelloWorld. Provides instructions for installing Unified Call Studio, which is used to create and deploy a custom voice application. Add a Custom Voice Application Created with Call Modifies the Standalone - Simple exercise by creating custom version Studio (page 63) of HelloWorld and deploying it. 2

13 Preface Related Documentation Chapter Unified CVP VXML Server Call Flow Model Exercise (with Reporting) (page 77) Comprehensive Call Flow Model Exercise (page 91) Troubleshooting Tips and Techniques (page 157) Where Do I Go from Here? (page 179) Description Adds reporting to the existing exercises. Modifies the VXML server to work with the CVP call server. Uses the build-in CVP reporting features. Provides steps required to configure and complete the Comprehensive call flow model exercise. Provides troubleshoot tips for CVP projects and walks through several troubleshooting techniques. Describes where to go next for information needed to use Unified CVP in your production environment. Related Documentation Unified CVP provides the following documentation: Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portal provides installation instructions and information about Cisco Security Agent for the Unified CVP deployment. We strongly urge you to read this document in its entirety. Cisco Unified Customer Voice Portal Release 7.x 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) 7.x releases. Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how to set up, run, and administer the Cisco Unified CVP product, including associated configuration. Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describes the settings, element data, exit states, and configuration options for Elements. Getting Started with Cisco Unified Customer Voice Portal provides high-level configuration instructions on getting started using the Cisco Unified CVP product. Hardware and System Software Specification for Cisco Unified CVP (BOM) provides hardware and software requirements for the Unified CVP product. 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. Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in a Unified CVP deployment. 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. 3

14 Conventions Preface Reporting Guide for Cisco Unified Customer Voice Portal describes the CVP 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 in detail 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. User Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes the functionality of Call Studio including creating projects, using the Call Studio environment, and deploying applications to the Unified CVP VXML Server. For additional information about Unified ICM, see the Cisco web site ( en/us/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) listing Unified ICM 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> 4

15 Preface Obtaining Documentation and Submitting a Service Request Convention < > Description Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password. Obtaining Documentation and Submitting a Service Request 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: mailto:ccbu_docfeedback@cisco.com We appreciate your comments. 5

16 Documentation Feedback Preface 6

17 Chapter 1 Purpose and Use of this Exercise Guide Purpose of this Guide This chapter explains the purpose and use of this guide. As explained in the Preface, the intended purpose of this guide is to provide exercises that enable a knowledgeable Unified CVP system manager or other qualified person to install the CVP product in a test environment. The intention is for the user to create a simplified, working CVP 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 below. The following exercises use the Standalone Call Flow Model, that is, the CVP VXML server interacts directly with your gateway: CVP VXML Server Standalone (HelloWorld) (page 11) Demonstrates call connection between the voice gateway and the CVP VXML server using a default voice application called HelloWorld. CVP VXML Server Standalone with Custom Voice Application (page 13) Creates, deploys, and tests a custom voice application. CVP VXML Server with Reporting (page 14) Unified CVP Comprehensive Call Flow Model (page 16) For descriptions of these exercises, refer to Brief Introduction to the Unified CVP Product and the Exercises (page 9). 7

18 How to Use this Guide Chapter 1: Purpose and Use of this Exercise Guide 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. Once you have completed the simpler standalone exercises, the CVP-portion of the comprehensive exercise will be easier to complete and troubleshoot. How to Use this Guide The following steps provide a method for gaining the most positive experience when completing the exercises in this guide: 1. If you are not familiar with the CVP product, carefully examine the expanded introduction material and call flow model descriptions in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal document. If you only need to review this information, read the summary information in Brief Introduction to the Unified CVP Product and the Exercises (page 9). 2. Examine the call flow model descriptions in the Brief Introduction to the Unified CVP Product and the Exercises (page 9) to understand the principles behind each exercise. 3. Examine and complete the prerequisites for the exercises you intend to complete. Refer to Exercise Prerequisites (page 19). 4. Follow the Unified CVP installation tasks for the exercises you want to complete. Refer to Install Unified CVP (page 33). 5. Complete the configuration and testing tasks in the chapters for each specific exercise. 6. If necessary, go to the troubleshooting information for help in correcting issues that come up during the exercises. Once you have a working CVP system, it is valuable to carefully "break" the system and use the troubleshooting chapters to examine the results. Refer to Troubleshooting Tips and Techniques (page 157). 7. Refer to Where Do I Go from Here (page 179) for production system design and deployment information references. 8

19 Brief Introduction to the Unified CVP Product and the Exercises 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. For a fuller description of the product and its implementation, refer to Where Do I Go from Here? (page 179). This chapter contains the following topics: Main Features of the Unified CVP Product, page 9 Call Flow Model Exercises Used in this Guide, page 10 Chapter 2 Main Features of the Unified CVP Product 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, the Unified CVP product is based on VoiceXML (VXML), which 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. The Unified CVP suite of components extends the capabilities of VXML by providing the ability to receive and report IVR events and interface with your company's customer database components. Refer to the User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio for a VXML overview. The major components of the Unified CVP product provide the following capabilities: 9

20 Call Flow Model Exercises Used in this Guide Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises CVP call server Hosts a number of services including an IVR service, an SIP service, and an ICM service that interfaces with ICM. CVP Operations Console Provides a management interface for all of the Unified CVP components. Video media server Enables you to store, annotate, and retrieve video media files. For example an agent might provide a caller with a video-based procedure for completing a necessary function for a product. 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. Call Studio Provides a consistent, integrated development platform for creating voice applications. Unified CVP tools and third-party tools are integrated as plug-ins. For additional information refer to the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Call Flow Model Exercises Used in this Guide The Unified CVP product 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. Refer to Cisco Unified Customer Voice Portal Release 7.x Solution Reference Network Design (SRND). This getting started guide supports simplified examples of the following call flow model deployments: Unified CVP VXML Server Standalone Call Flow Model Exercises These exercises build a simple test environment that demonstrates proper connection to the CVP VXML server from your voice gateway. The call flow is directly between the gateway and the CVP VXML server. Unified CVP VXML Server Standalone Call Flow Model (HelloWorld) Access the CVP VXML server from the voice gateway to respond to a phone call by launching the VXML server's default HelloWorld application. Unified CVP VXML Server Standalone Call Flow Model (customhelloworld) Create and deploy a custom version of HelloWorld and modify the HelloWorld exercise to use it. Unified CVP VXML Server Standalone Call Flow Model (with Reporting) 10

21 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Send call flow data from the CVP VXML server to the CVP reporting server using the CVP call server, and examine that data. Unified CVP Comprehensive Call Flow Model Use the CVP product 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 an ICM script. These exercise implementations use a single server to host the CVP VXML application, the CVP call server application, and the CVP 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. 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 above. The following sections detail each of the test exercises. Unified CVP VXML Server Standalone Call Flow Model (HelloWorld) The goal of the HelloWorld exercise is to create a lab-based implementation of Unified CVP that enables a user to plug a phone into the FXS port of their 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 wish to send the call through a VoIP phone using Cisco Unified Communications Manager. In this standalone call model, only the gateway and the CVP VXML server are involved in handling the call flow. The following diagram illustrates the call flow process. 11

22 Call Flow Model Exercises Used in this Guide Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises 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 user dials a specific number (called the "dialed number" or DN) using an analog phone connected to the voice gateway's 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 Unified CVP VXML server.) 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 CVP application using the voice browser. The CVP VXML server, which executes the IVR application requested by the voice gateway. A voice browser (part of the voice gateway) which processes the VMXL server responses. 12

23 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Unified CVP VXML Server Standalone Call Flow Model (customhelloworld) This exercise substitutes a custom voice application that you create using 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. 2. (2A or 2B) The user dials a specific number (called the "dialed number" or DN) using an analog phone connected to their voice gateway's FXS port connection (or a VoIP phone configured through Unified Communications Manager). (This is a different DN than the number used in the HelloWorld exercise.) 3. The user's 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 will 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. 13

24 Call Flow Model Exercises Used in this Guide Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises 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: 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 CVP application. The CVP 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 VMXL server response and the TTS response. CVP VXML Server Standalone Call Flow (Reporting) In this exercise a user can plug a phone into the FXS port of their voice gateway (or use a VoIP connection), call a specific number, and have the voice gateway instruct the Unified CVP VXML server to launch customhelloworld, a simple VoiceXML 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 of Unified CVP (VXML server, call server, and reporting server) are installed in a simple, lab-based, "all-in-one-box" implementation of CVP. The following diagram illustrates the call flow process. 14

25 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice ApplicatioUnified 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) The user dials a specific number (called the "dialed number" or DN) using an analog phone connected to their voice gateway's FXS port connection (or a VoIP phone configured through Unified Communications Manager). 3. The user's 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 minimum 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. 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. 15

26 Call Flow Model Exercises Used in this Guide Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises 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 CVP application. The CVP VXML server, which executes the IVR application requested by the voice gateway. A CVP call server which receives call flow data from the VXML server and sends it to the CVP reporting server. A CVP 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 VMXL server response and the TTS response. CVP Comprehensive Call Flow This exercise involves the ICM product in the call process. In this case, the voice gateway communicates with the Unified CVP call server, which in turn forwards the call information to the Unified ICME router, which follows the Unified ICM script based on this call's call type. The Unified ICM script contains instructions to launch either the HelloWorld or the customhelloworld application on the Unified CVP VXML server. In this exercise, the VXML server, call server, and reporting server functions of CVP are combined in an "all-in-one-box" lab environment intended to capture the basics of CVP setup. The addition of ICM integration into 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. 16

27 Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Call Flow Model Exercises Used in this Guide 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's 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 of CVP using SIP. 3. The ingress gateway sends the dial-peer information about the DN to the CVP call server using SIP. 4. The call server forwards this information to the Unified ICM router 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 ICM router sends this information back to the call server. 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. 17

28 Call Flow Model Exercises Used in this Guide Chapter 2: Brief Introduction to the Unified CVP Product and the Exercises Note: (Note 1 for call flow diagram below)throughout the call process, the call server sends reporting data to the reporting server for storage in the cvp_data Informix database. (Note 2 for call flow diagram below) ICM interfaces with CVP through a peripheral gateway (PG). 18

29 Chapter 3 Exercise Prerequisites This chapter provides the decision making, hardware and software installation, and data gathering prerequisites for performing the Unified CVP exercises. It assumes you have studied the basic information presented in the following documents: Cisco Unified Customer Voice Portal Release 7.x Solution Reference Network Design (SRND) Configuration and Administration Guide for Cisco Unified Customer Voice Portal Hardware and System Software Specification for Cisco Unified CVP (BOM) This chapter contains the following topics: Server Hardware and Software Requirements, page 19 Planning Prerequisites, page 20 Prerequisite Tasks (Before Installing Unified CVP Software), page 24 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager, page 25 Server Hardware and Software Requirements These exercises are designed as "all-in-one-box" configurations. That is, the CVP software required for these exercises can run on a single server or virtual server. Requirements for the server hardware or virtual server you use to create these exercises include: Must be running Windows 2003 Must have a minimum of 3 GB of memory for installation and operations These exercises were tested with a CVP virtual server having 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. 19

30 Planning Prerequisites Chapter 3: Exercise Prerequisites The CVP VXML Standalone Server with Reporting CVP exercise uses the Reporting Package, one of the CVP installation selections. This package requires the hostname or Windows's hostname for the CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the CVP server's hostname is DOCCVP801. If the hostname does meet these requirements, the exercises will work properly, and will create call reporting events. However, no data will be written to the Informix database. The Unified CVP product requires between 300 MB and 600 MB of installation space, depending on the exercise components you select. Also, you must have 10 GB of free drive space for the test version of the reporting database (used in the CVP 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. The password policy for the reporting server component requires that the Minimum Password Age parameter be set to 0 days for both the local and/or domain security policy. Determine the System Image File version number for your voice gateway. This number is listed on the gateway's Version screen. It can be accessed using the show version command from the gateway's command line interface. Compare this version number with the list of ISO image versions supported for the version of CVP indicated on the title page of this guide. Refer to 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. If you choose to perform the customhelloworld exercise using a text message, you must have a TTS server running. You will point to this server in the voice gateway configuration when you modify the gateway configuration as part of exercise #1. Note: If you do not wish to use a TTS server, Exercise #2 provides alternate instructions to use a.wav file. Gateway Requirements The gateway you use to access the CVP VXML server must be approved for CVP 8.0 or later. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM), the Cisco Gateway section for the model and required software image level. The exercises use a gateway with an FXS Port. If you gateway does not have an FXS port (for use with a standard telephone) or you cannot obtain one for it, you will need to follow the instructions in Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 25). Planning Prerequisites Before you install the Unified CVP product and begin the getting started exercises, you must complete the following planning prerequisites: 20

31 Chapter 3: Exercise Prerequisites Planning Prerequisites Examine the exercises described in Brief Introduction to the Unified CVP Product (page 9). These exercises are progressive, that is, tasks you perform in each prior exercise are needed for the next exercise. Examine the set of components needed for each exercise. Refer to the table in Installation Components for Each Call Flow Exercise (page 21). Those components that are not part of the CVP installation (as explained in Installation Components for Each Call Flow Exercise (page 21)), you must install and configure separately. Note: This document does not explain the installation and basic setup of components that are not part of the CVP software. It does explain setup that is specific to the getting started exercises. Fill out the Table of Required Data (page 22) and have the data available when you begin the exercises. We strongly recommend that you examine Troubleshooting Tip and Techniques (page 157) before you begin these exercises. This section provides: Troubleshooting concepts and examples Techniques for commonly needed operations such as easily accessing the voice gateway configuration file. Tables providing issues and error messages you will likely run into and their remedies. Access to, and examples of, debug files and commands. Installation Components for Each Call Flow Exercise The following table presents the components required for each of the call flow model exercises in this guide. You need to have the software packages available for installation (Unified CVP, Call Studio, and Unified ICM, Gateway software, TTS server software, etc.), based on the exercises you intend to complete. Note: Many of the components in the table below are available as part of the CVP installation. Those components are available by selecting packages during the CVP installation. For your reference, the correspondence between CVP components and CVP installation packages is listed below. The CVP packages you must select for each exercise are listed as part of the installation task steps; you do not have to remember which components are installed by which package selections. Core Software Installs the call server and Operations Console. VXML server Installs the integrated CVP standalone VXML server application. Reporting Installs the integrated CVP Reporting server application. Video Media Server Installs the video media server applications (not yet included in these exercises). 21

32 Planning Prerequisites Chapter 3: Exercise Prerequisites Note: The following abbreviations are used in the table below: TTS Svr text-to-speech server (OPTIONAL) VXML Svr VXML server Rpt Svr reporting server VM Svr video media server Call Svr call server Ops Console CVP Operations Console S. H. security hardening Exercise Standalone - Simple Voice Gateway Yes TTS Svr No VXML Rpt Svr Svr Yes No VM Svr No Call Studio No Call Svr No Support Tools No Ops Console Yes System Media Files No S. H. No ICM No Standalone - Custom App Yes *Yes Yes No No Yes No No Yes No No No VXML Server with Reporting Yes *Yes Yes Yes No No Yes No Yes No No No Comprehensive Yes *Yes Yes No Yes No Yes No Yes No No Yes Note: *The TTS server is optional; an alternate form of the exercise is provided that uses a.wav file. Table of Required Data The following table describes the dial numbers used for the exercises. They are used as follows: The POTS numbers for the standalone exercises are converted within the voice gateway to VoIP and sent directly to the CVP VXML server. Refer to Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises (page 54) The VoIP numbers for the standalone exercise match route patterns you configure in the Cisco Unified Communications Manager. Refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 25) In the comprehensive exercise, only one number is needed for HelloWorld and one for cutomhelloworld. Because the calls go to the Cisco Unified Communications Manager (not directly to the VXML server), the converted POTS input is essentially, just another VoIP phone input. Phone Numbers for the Exercises 22

33 Chapter 3: Exercise Prerequisites Planning Prerequisites Exercise Call Type Application Dialed Number Standalone POTS HelloWorld Standalone POTS customhelloworld Standalone SIP - VoIP HelloWorld 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, 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 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 CVP installation and configuration, respectively. Substitute your own program login information, if different from these. Gateway, Server, and Other Access Information Device or Program Voice Gateway Telnet access; needed for gateway configuration and troubleshooting. Information Needed Hostname/IP: Device Type: Telnet Login/Password: Physical Server that will Host CVP VMWare Infrastructure access; used for installations. Virtual Server that will Host the All-In-One-Box CVP Servers Enable (admin) Password: Physical Server Hostname/IP: VMWare Login/Password: Note: 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. VNC access for configuration and troubleshooting. Hostname and IP: VNC Login and Password: Windows Login and Password: ICM Server VNC access; configuration for comprehensive exercise. Operations Console Login and Password: Hostname and IP: VNC Login and Password: 23

34 Prerequisite Tasks (Before Installing Unified CVP Software) Chapter 3: Exercise Prerequisites Informix (Reporting) Database VNC access; for DB setup and query. 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 router/logger: Default Admin Login: informix Default User Login: cvp_dbadmin Single password for both logins (you will enter at CVP install): Login Name for a reporting DB user you will add: Cisco Unified Communications Manager: Browser access; set up VoIP call trunks and route patterns. TTS Server: VNC Viewer access; may want IP for gateway configuration file transfers. 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: Prerequisite Tasks (Before Installing Unified CVP Software) After completing the planning and data gathering sections, complete the following tasks before installing the Unified CVP software: Obtain Unified CVP Software Obtain each of the software packages you need, based on the exercises you intend to complete (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. Establish the Server or Virtual Server for the CVP Exercises Establish a server, or create a virtual server with the characteristics described in Server Hardware and Software Requirements (page 19) to use as the CVP all-in-one-box server. 24

35 Chapter 3: Exercise Prerequisites Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Install SNMP SNMP is needed for the CVP's VXML server. Complete the following steps to install the Simple Network Management Protocol on the server you will use to install the CVP software. Note: During the following SNMP installation, you may need the Windows Server 2003 Enterprise CD-ROM. Step 1 From the Windows Start menu, select Start > Settings > Control Panel > Add or Remove Programs. The Windows Add or Remove Programs screen displays. Step 2 From the icons to the left of the main window, select Add/Remove Windows Components. The Windows Component Wizard screen displays. Step 3 Scroll down the Components list; select Management and Monitoring Tools and click Details. The Management and Monitoring Tools selection window displays. Step 4 Select Simple Network Management Protocol. Click OK. The Windows Components screen redisplays. Step 5 Click Next. Windows completes the necessary installation. Note: Windows may request that you insert the Windows Server 2003 Enterprise CD-ROMor press OK to navigate to the location of the needed files. Step 6 Click Finish to close the wizard. Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Cisco Unified Communications Manager (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 your voice gateway does not have an FXS port, or if you want experience 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, it sends the call request directly to the CVP VXML server and Unified CM is not required. 25

36 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Chapter 3: Exercise Prerequisites In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, then sends the call to Unified CM which then uses the CVP trunk you define to forward the call to the CVP call server. In the case of IP phone calls, again they go to Unified CM and are directed to CVP. For the comprehensive exercises, Unified CM is required, regardless of call input type. In the following tasks you use the Cisco Unified Communications Manager 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- 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 CVP- 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). Note: This discussion does not explain how to install and set up you basic Unified Communications Manager 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 Communications Manager system. Define the Trunks Used in the Getting Started Exercises To define the trunk for these exercises, you only need to enter the items actually specified in the task steps. Leave other trunk entries blank or use their existing default values. Step 1 Point a browser to the Unified Communications Manager IP address or hostname. The Product Selection window displays. Step 2 Select the Cisco Unified Communications Manager Administration product. The Cisco Unified CM Administration login window displays. Step 3 Log into the administration tool using your Unified Communications Manager username and password. The main window for the administration tool displays. 26

37 Chapter 3: Exercise Prerequisites Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Figure 5: Call Management Administration - Main Window Step 4 From the main menu, select Device > Trunk. The Find and List Trunks window displays. Note: If desired, click Find to display existing trunk definitions. Step 5 Step 6 Click Add New to start the trunk configuration wizard. For Trunk Type, select SIP Trunk from the drop-down. 27

38 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Chapter 3: Exercise Prerequisites Figure 6: Call Management Administration - Defining a Trunk Note: SIP is automatically selected for device protocol. Click Next. Step 7 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. 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. Step 8 Click Save to save the definition. Click OK at the reset prompt. You will do this later. You should see a message Add Successful. If you did not enter all the required items, the wizard will prompt you to correct specific entries. Step 9 Click Reset to display the Device Reset window. Click Reset on this window to make the changes effective. 28

39 Chapter 3: Exercise Prerequisites Modify the Exercises to Use a VoIP Phone through Unified Communications Manager You should see the status message Reset request was sent successfully. Click Close to close the Device Reset window. Step 10 Repeat the above steps to add a trunk to the CVP call server (for the comprehensive exercises). Substitute the following information for step #7: a. In the Trunk Information section: Device Protocol: SIP Trunk b. In the Device Information section: Device Name: CVP_Trunk Description: Trunk to CVP 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 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. Step 11 To check the new entries, click Device > Trunk. The table entries should show your newly defined trunks. (You may have to click Find to display the new truck information.) The Route Pattern area is blank at this point. You will add route patterns (dial numbers) in the next task. 29

40 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Chapter 3: Exercise Prerequisites Figure 7: Unified CM - Define Trunks Define the Route Patterns Define the call digits that Unified Communications Manager should direct to the newly defined trunks. In this case, define the phone numbers to be used by a VoIP phone through Unified Communications Manager for the HelloWorld and the customhelloworld applications you will use in the later exercises. The exercises use the following route patterns: VoIP dialed number for HelloWorld (standalone exercises): VoIP dialed number for customhelloworld (standalone exercises): POTS/VoIP dialed number for HelloWorld (comprehensive exercise): POTS/VoIP dialed number for customhelloworld (comprehensive exercise): Step 1 Step 2 If you are not logged into the Unified Communications Manager administrative interface, refer to Start the CVP Operations Console (page 45) for login information. 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. Step 3 Click Add New. The Route Pattern Configuration window displays. 30

41 Chapter 3: Exercise Prerequisites Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Step 4 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) Step 5 Step 6 Step 7 No other entries are needed for this route pattern. Click the Save button to save the definition. Click OK at the "authorization code" message and at the "update" message. Verify the new route pattern is properly added: Click Call Routing > Route/Hunt > Route Pattern. You may need to click Find to display the data. Figure 8: Unified CM - Define a Route Pattern You should see the pattern and its description, associated with the VoiceGateway trunk. 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; CVP_Trunk ; customhelloworld DN for comprehensive; CVP_Trunk Step 9 Verify the route patterns are properly added: Click Call Routing > Route/Hunt > Route Pattern. You may need to click Find to display the data. You should see the following definitions: 31

42 Modify the Exercises to Use a VoIP Phone through Unified Communications Manager Chapter 3: Exercise Prerequisites Figure 9: Unified CM - All Route Patterns Defined Step 10 Close the Unified Communications Manager tool and exit the Unified CM server. 32

43 Install Unified CVP Components This chapter explains how to install the Unified CVP product for each of the call flow model exercises. Note: You must complete the exercise prerequisites for the exercises you wish to perform before you perform the tasks in this chapter. Refer to Exercise Prerequisites (page 19) for prerequisite details. Install the Unified CVP software on a Windows 2003 system. Refer to Exercise Prerequisites (page 19) for hardware requirements. 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. To install the Reporting component, the server hostname you are using for the install cannot contain a hyphen and cannot be longer than 12 characters as explained in Exercise Prerequisites (page 19). After the CVP installation completes, the program prompts you to allow it to reboot the server you installed this software on. This chapter contains the following topics: How to Use this CVP Installation Chapter, page 33 Install CVP Components, page 34 Chapter 4 How to Use this CVP Installation Chapter 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 needed components at once (as described in detail in the installation steps below). 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 33

44 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components an additional exercise later, you can rerun the installation program and add those components you did not install before. Install CVP Components Note: Only an administrator can run the Unified CVP installation program. Otherwise, the installation program will abort. To install Unified CVP software, perform the following steps. Step 1 Step 2 Log into the server you configured for these exercises, using an administrative tool such as VMWare Infrastructure, and, if necessary, connect to the drive containing the CVP DVD, or connect to the CVP installation.iso file. Using a file browser, access the CVP\Installer_Windows folder on the Unified CVP installation DVD or.iso virtual disk, and run setup.exe. A Preparing Setup screen and a splash screen display, followed by a Welcome screen. Step 3 On the Welcome screen, click Next. A Copyrights screen displays. Step 4 Review the contents of the Copyrights screen, then click Next. A License Agreement screen displays. Step 5 Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement and click Next. The Choose Destination Location screen displays. Step 6 On the Choose Destination Location screen, click Next to accept the default location.you must choose the default location so that the installer can automatically install certain components. The Select Packages screen displays. Step 7 On the Select Packages screen, use the checkboxes to select the Unified CVP components to install on the local machine, based on all the exercises you intend to complete, as follows: Core Software (all exercises) VXML Server (all exercises except comprehensive) Reporting (CVP VXML Server with Reporting exercise) System Media Files (comprehensive exercise and experimenting) Video Media Server (comprehensive exercise) 34

45 Chapter 4: Install Unified CVP Components How to Use this CVP Installation Chapter Figure 10: CVP Installation - Select Packages Step 8 Click Next. An X.509 Certificate Screen displays. The Common Name field is the only required field. In the Common Name field, specify the hostname for this server. Note: The hostname value for this field is not enforced. Alphanumeric characters are allowed. The length of the field is limited to the field's visible length. Step 9 After you have entered the information you want to include in the certificate, click Next. The Core Software Settings screen displays. 35

46 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components Figure 11: CVP Installation - Select Core Software Settings Step 10 Select and deselect Core Software Settings as follows: Enable Call Server, required for all the exercises, is selected automatically. These exercises are all SIP-based. Deselect the three H323 Service options. Select the Enable Operations Console Server option. Step 11 Click Next. The Application Server Selection screen displays. By default, the built-in Apache Tomcat server is selected. For simplicity, the getting started exercises use this web server. Choose Install and deploy to Apache Tomcat and click Next. 36

47 Chapter 4: Install Unified CVP Components How to Use this CVP Installation Chapter Figure 12: CVP Installation - Select Apache Tomcat Application Server Step 12 If: You selected the Video Media Server (earlier, from the Select Packages window), the Select a media folder window displays. Then: Click Next to install the Video Media Server media files into their default location. If: You did not previously select the Video Media Server component, Then: Go to the next step. 37

48 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components Figure 13: CVP Installation - Select the Media File Folder Step 13 If: You selected the Reporting package from the Select Packages window earlier: Then: Select the drive where you will store the reporting data and click Next. Note: Typically, you will have only a single drive, but you may have created a second drive for the reporting database data and reporting database backups. If: You did not select the Reporting package: Then: Continue with the Support Tools step, which is after the reporting database size selection below. Step 14 After you select the drive where you will store the reporting data, a Database Size Selection screen displays. For these exercises select Small and click Next. Note: The Small database is intended only for use with the "all-in-one-box" laboratory setup used for the Standalone Plus Reporting exercise. The Small size database is not intended for a production environment. 38

49 Chapter 4: Install Unified CVP Components How to Use this CVP Installation Chapter Figure 14: CVP Installation - Select Reporting DB Size The Support Tools Setup screen displays. Step 15 Support tools are not needed for these exercises. On the Support Tools Setup screen, select Disable Support Tools and click Next. Note: The support tools will still be installed; however, they will not be enabled. 39

50 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components Figure 15: CVP Installation - Disable Support Tools The Ready to Install the Program screen displays. This screen summarizes the packages you selected for installation and will vary depending on your choices. The components needed for the Standalone with Reporting exercise are shown below. Figure 16: CVP Installation - Ready to Install 40

51 Chapter 4: Install Unified CVP Components How to Use this CVP Installation Chapter Step 16 If: You want to review or change your installation settings: Then: Click Back to return to prior screens. If: You are satisfied with the installation settings and you are prepared to begin the install: Then: Click Install to begin the Unified CVP installation process. Step 17 If you do not have Cisco Security Hardening applied to this machine, a dialog box displays and prompts you to apply Cisco Security Hardening. Security hardening is not required for these exercises. Click No to continue the installation. Figure 17: CVP Installation - Apply Security Hardening? The Setup Status screen displays while the InstallShield Wizard proceeds to install Unified CVP. Step 18 If you are installing the Reporting component, the Reporting Password screen displays. You must specify a Reporting Password that meets the criteria detailed on the Reporting Password screen. Note: The Reporting password is subject to both the Unified CVP password policy and the password policy enforced by the operating system of the computer on which the reporting server resides. For each aspect of the password, the Reporting password must meet the requirement of the more restrictive policy. If you are installing the CVP reporting server, please ensure that your local and/or domain security policy for MINIMUM PASSWORD AGE are/is set to 0 days for the installation of the CVP reporting server component. If the reporting password you enter is rejected, review the list of password requirements displayed by the installer and consider your operating system's password requirements. You can reconfigure this password repeatedly until an acceptable password is found. The password you enter cannot contain the word admin or any other "common" word. Example password: A1B2c3d4PW 41

52 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components Figure 18: CVP Installation - Reporting Password The installer continues with the Informix database install. Note: This will likely take a few minutes! Step 19 After the database installation, the OPSConsole Password screen displays. Specify a password that meets the criteria detailed on this screen and click Next. Note: The password you enter cannot contain the word admin or any other "common" word. It must meet the same conditions as the database password you entered previously. 42

53 Chapter 4: Install Unified CVP Components How to Use this CVP Installation Chapter Figure 19: CVP Installation - OPS Console Password Step 20 The installer displays a reminder to run the Informix reporting script to complete the installation of the reporting component. Note the reminder and click the OK button to continue. Figure 20: Reminder to Run the Reporting Setup Script Note: See Run Reporting Batch Files (page 78) for detailed instructions. Step 21 Step 22 Click OK to display the Setup Completed Successfully window. As directed, you need to restart the server or virtual server used for this exercise. Remove any disk media from its drives, and click Finish to complete setup. If you will be using a different administrative client after the installation (such as VNC Viewer); exit the current client after the restart. 43

54 How to Use this CVP Installation Chapter Chapter 4: Install Unified CVP Components 44

55 Chapter 5 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Unified CVP VXML Server (Standalone) Configuration Exercise The goal of this exercise is to configure Unified CVP to call a simple, default application (HelloWorld) that plays an audio file. Note: Refer to Call Flow Model Exercises Used in this Guide (page 10) for a detailed description of this exercise. Completion of this exercise includes the following steps: 1. Complete the prerequisites for this exercise as explained in Exercise Prerequisites (page 19). 2. Install the Unified CVP product components specific to this exercise as explained in Install Unified CVP Components (page 33). 3. Configure the Standalone VXML Server and voice gateway as explained in this chapter. 4. Place the call as explained in this chapter. Log into the CVP All-in-One-Box Server and Start the Operations Console Use the following steps whenever needed throughout this exercise to log into the CVP All-in-One-Box Server and start the Operations Console. Note: The steps below use VNC Viewer to access the CVP Operations Console; you can also log into the console using your browser with an address such as: (the IP address of the all-in-one-box CVP server in this example). However, the exercises use 45

56 Unified CVP VXML Server (Standalone) Configuration Exercise Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) VNC Viewer because you will likely be performing other tasks such as executing a batch file or restarting the server. Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has CVP installed. You see a Windows 2003 screen such as the following: Figure 21: CVP All-In-One-Box Server - Main Window Step 2 Start the Operations Console: Start > Programs > Cisco Unified Customer Voice Portal > 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. 46

57 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Add the CVP VXML Server (standalone) to the Operations Console Figure 22: CVP Operations Console - Login Window Step 3 Log in to the Operations Console as administrator using the password you established when you installed the CVP product. The Cisco Unified Customer Voice Portal (Operations Console) window displays. Figure 23: CVP Operations Console - Main Window Add the CVP VXML Server (standalone) to the Operations Console The following task identifies the CVP VXML server you installed during the CVP installation, to the CVP system as the VXML server to use for this exercise. Note: VXML Server Information Required To add the VXML server to the CVP 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 47

58 Add the CVP VXML Server (standalone) to the Operations Console Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) same as the IP address of the server on which you installed the CVP software. Have this information ready as you complete the steps below. Refer to Table of Required Data (page 22). Add the VXML Server (standalone) You will add the VXML server definition using the Operations Console's Device Management menu. That menu shows two VXML server choices: CVP VXML Server 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 call requests go directly from the gateway to the VXML server. Therefore you will use the 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, you will delete the following VXML server standalone definition and replace it with a standard VXML server definition. (You must replace it since the second definition will use the same IP address.) For the initial exercises, to add a CVP VXML Server (standalone) definition to the Operations Console, complete the following steps: Step 1 If necessary, start the CVP Operations Console. Refer to Start the CVP Operations Console (page 45). Step 2 Choose Device Management > CVP VXML Server (standalone). The Find, Add, Delete, Edit CVP VXML Servers window opens. Figure 24: View List of VXML Servers Known to the Operations Console Step 3 Click Add New. The VXML Server (standalone) Configuration window opens to the General Tab. 48

59 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Figure 25: Add VXML Server (standalone) to List of VXML Standalone Servers Available to the Operations Console Step 4 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 deployed" message describing the new server. Step 5 Step 6 Select System > Control Center to display the Network Map window. The Status column should indicate that the VXML server is Up. If the server's status is Not Reachable, verify that the IP address and other information you entered for it is correct. If it is not correct, delete the server's definition (Device Management > CVP VXML Server (standalone) > select the server > Delete) and re-add it. Refer to Troubleshooting Tips and Techniques (page 157) for more information. Configure Your Voice Gateway for VXML Server Calls This section provides instructions for configuring your voice gateway and transferring the bootstrap files for the VXML Server to the gateway. Note: You must have a software image on your gateway that is compatible with the version of Unified CVP for these exercises. Refer to Server Hardware and Software Requirements (page 19) Add the Voice Gateway to the Operations Console This task identifies the voice gateway to the CVP Operations Console for management and enables you to transfer files to the gateway. 49

60 Configure Your Voice Gateway for VXML Server Calls Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Step 1 Step 2 If necessary, start the Operations Console. Refer to Start the CVP Operations Console (page 45). In the Operations Console, select Device Management > Gateway > Add New. Figure 26: CVP Operations Console - Add Voice Gateway The Gateway Configuration window displays. Step 3 From the Table of Required Data (page 22) you recorded earlier, enter the following information: IP address of the voice gateway Voice gateway hostname Voice 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 (this is the password for a monitor-level user) Enable password for the gateway (this is the administrator-level password) Step 4 Click Save. A confirmation window displays showing the IP address and hostname of the gateway you added. The message urges you to verify the device credentials using IOS command. The next task covers this requirement. 50

61 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Figure 27: CVP Operations Console - Confirm Added Gateway Message Verify Gateway Access from the Operations Console Complete the following tasks to verify that the Operations Console can access your gateway using the login information you entered when adding the gateway to the Operations Console. Note: You can also access the gateway's running and start up configuration files using the IOS Commands menu described in the procedure below. Step 1 From the Operations Console, select: Device Management > Gateway. Figure 28: CVP Operations Console - List of Gateways The List of Gateways window displays, showing the gateway you entered previously. Step 2 Click the name of the gateway you added. The Edit Gateway Configuration window displays the configuration information you entered previously. 51

62 Configure Your Voice Gateway for VXML Server Calls Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Figure 29: CVP Operations Console - Edit Gateway Configuration Step 3 Click IOS Commands > Show Version. This action attempts to access system information directly from the gateway, using the gateway configuration information you entered. If the operation is successful, the system image file displays hardware and software version information such as in the image below. Important! Write down the System image file information from this window. (It is included in the first full line shown below. Example 12.4(15)T6. 52

63 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Figure 30: CVP Operations Console - Verify Connection to Gateway - Check Gateway Software Version Note: If the operation is not successful, select Device Management > Gateway. Select the new definition and click Edit to examine and correct the information such as the IP address, username, and passwords. Some information cannot be modified which could require you to delete the definition and reenter it properly. Step 4 If you did not examine and confirm the gateway's software version while you were performing the prerequisites, compare the version number you wrote down in the previous step with the list of ISO image versions supported for CVP 8.0. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM) for software version information. If the image is not a supported image for this version of CVP, you must obtain a new image and install it on your gateway. Transfer Bootstrap and.wav Files To the Gateway Use the following steps to transfer required files to your voice gateway. The files must be transferred one-at-a-time, but there are not many files to transfer. 53

64 Configure Your Voice Gateway for VXML Server Calls Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Note: Alternately, you can place the files on your FTP server (from the CVP CD) and use TFTP to transfer the files using the FTP command line interface. Step 1 Step 2 If you are not logged into the CVP Operations Console, refer to the steps in Start the CVP Operations Console (page 45). Click Device Management > Gateway and click the name of the gateway you added. The Edit Gateway Configuration window (shown previously in the Verify Gateway Access from the Operations Console (page 51)) displays. Step 3 Select File Transfer > Scripts and browse to the location of the gateway files listed below: C:\Cisco\CVP\OPSConsoleServer\GWDownloads\ Note: For each file below click Open and then Transfer. CVPSelfService.tcl CVPSelfServiceBootstrap.vxml critical_error.wav cvperror.tcl ringtone.tcl Figure 31: Successfully Transferred File to the Gateway After each file transfers, you should see a "successfully transferred" message. Step 4 Repeat the select and transfer process to transfer each file in the list above. Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises The configuration for your gateway must be updated to support the exercises in this guide. The changes/additions you need for exercises 1 through 3 are found in GWConfigChgs_gsExs.txt which is available at the following Cisco URL: prod_configuration_examples_list.html Open the file in an editor such as Notepad, and make changes specific to your lab setup, as explained in the task below. In the following steps you will update the placeholder comments in the file with the IP addresses of your lab configuration. 54

65 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Note: After you modify the file, the next task explains how to use the gateway's config t mode (configure from terminal) to copy the items from GWConfigChgs_gsExs.txt to your running gateway configuration. Changes required for the Comprehensive Call Flow Exercise are addressed in that exercise. For an explanation of items in the gateway configuration file, refer to the examples in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Step 1 Step 2 Open the GWConfigChgs_gsExs.txt file in a text editor that will preserve its line breaks (such as Notepad) and complete the following steps to modify the configuration file based on your own equipment IP addresses. 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 lines below (in the GWConfigChgs_gsExs.txt file) to include the IP address(s) for your TTS/ASR server(s); otherwise, skip to the next step and the lines will simply be rejected by the gateway when you attempt to add them. ip host tts-en-us <put IP of TTS server here> ip host asr-en-us <put IP of ASR server here> Step 3 CVP VXML Server IP The following configuration lines from GWConfigChgs_gsExs.txt 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). Replace <put CVP VXML Server IP here> (in two places) with the IP address you are using for the all-in-one-box CVP installation. Note: The last line of each application configuration below identifies the exact name used for the application. This is the only line in the definition that is case sensitive. That is, you must identify HelloWorld exactly as shown (that is how it is deployed on the VXML server). Identify customhelloworld (lowercase) exactly as you will type it later when you create the custom voice application. (It is only necessary to modify the lines that specify the VXML IP address.) application service helloworld flash:cvpselfservice.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app HelloWorld application service customhelloworld flash:cvpselfservice.tcl param CVPPrimaryVXMLServer <put CVP VXML Server IP here> paramspace english language en paramspace english index 0 paramspace english location flash paramspace english prefix en param CVPSelfService-port 7000 param CVPSelfService-app customhelloworld 55

66 Configure Your Voice Gateway for VXML Server Calls Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Step 4 The final sections of GWConfigChgs_gsExs.txt that you must modify are the dial-peer sections. These sections are the configuration lines that tell the gateway to process the calls coming in and that associate specific phone numbers with specific voice applications that the gateway should request from the VXML server. The first dial-peer section below 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. 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 Back Up Your Existing Voice Gateway Running Configuration Before you modify the gateway's running-config configuration file, back it up, as described in this task. This action enables you to revert the gateway configuration to its state before you 56

67 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls make the changes for these exercises. This is useful if you want to do the exercises again, or simply need to revert to a known, good configuration. Step 1 Telnet to the voice gateway and log in as follows: a. From the Windows taskbar, select Start > Run. The Run window displays. 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 displays. c. Enter the password for your voice gateway. The hostname prompt for your gateway displays. Example: MyGateway Step 2 You must be in enable mode to copy the gateway's configuration. At the gateway's hostname prompt, enter en and press <Enter>. Then enter the password you established for your gateway's enable mode. The prompt changes to the gateway's hostname followed by a # sign. Example: MyGateway# Step 3 To back up the running configuration to a filename that you supply, enter the command below (note that there is no file extension needed): a. copy run <somefilename> <Enter> Where: <somefilename> is your choice 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 copied. Step 4 The above steps assume that your running configuration is the same as you startup configuration. If they are not, and you wish to backup the startup configuration, use the command: copy startup <somefilename> <Enter> Copy the Configuration Changes to Your Voice Gateway's Running Configuration In this task, you access configuration mode in your voice gateway to copy and paste the configuration changes into your existing gateway configuration file from GWConfigChgs_gsExs.txt (the file you modified for your specific configuration changes. Note: The gateway will most likely produce various error and warning messages when you paste in the configuration file changes during the following steps. In most cases, these errors mean particular configuration commands are already in the file. In which case, the errors do 57

68 Configure Your Voice Gateway for VXML Server Calls Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) not affect these exercises. However, you may wish to print the GWConfigChgs_gsExs.txt before you begin the changes and compare it with the output the gateway produced when you copied the changes to the running configuration. Noting the errors produced may help you if you find that the gateway does not run the exercises after you copy the changes to the running configuration. Step 1 Step 2 Telnet to the CVP server as described in Back Up Your Existing Voice Gateway Running Configuration (page 56) Enter enable mode to modify the gateway's configuration. Type: en and press <Enter>, then enter the enable password for this gateway. The prompt changes to the gateway's hostname followed by a # sign. Example: MyGateway# Step 3 Access configuration terminal mode on the Gateway as follows: At the command prompt, type: config t <Enter> Step 4 Step 5 Select the entire GWConfigChgs_gsExs.txt file that you modified and copy the configuration entries from this file into your local computer's cut/paste buffer. In the Telnet window, right-click to automatically use the Paste function to paste all of the commands into the existing configuration file at once. Note: If the above method does not work, right-click the Telnet title bar and select Properties > Options; be sure you have Insert Mode selected. Step 6 (Optional) It is likely that the gateway will produce various error and warning messages as it processes the commands in the configuration changes file. If you wish, scroll back through the Telnet output and mark the errors on the copy of GWConfigChgs_gsExs.txt that you printed. In most cases these errors will not interfere with the exercises. Some reasons for the errors are: Parameter not registered Ignore these warnings. The parameters will be registered when you load the new application in Load the New Voice Gateway Application Services (page 59). Invalid input Often this message is produced if the command is already in the running configuration before you attempt to add it. If you saved the running configuration to a file as explained in Back Up Your Existing Voice Gateway Running Configuration (page 56), you can examine the original file to see it if already contained those "invalid" configuration lines. Step 7 Press Ctrl+z to exit configuration mode. Verify the Changes Made to the Running Configuration Examine the voice gateway's running configuration to verify that the changes you added are present. 58

69 Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Configure Your Voice Gateway for VXML Server Calls Step 1 Step 2 In the Telnet window for the gateway, use the show run command to examine the configuration that the gateway is now running. Compare the new running configuration with the changes in GWConfigChgs_gsExs.txt. Especially check the application and dial-peer sections of the configuration and verify that the CVPSelfService, HelloWorld, and customhelloworld application, dial-peer configurations, and IP references are as expected. Save the New Running Configuration to the Startup Configuration File In this task, you will 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. Refer to Back Up Your Existing Voice Gateway Running Configuration (page 56). Step 1 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 <Enter> Or just: copy running startup <Enter> Type <Enter> at the verification prompt. Load the New Voice Gateway Application Services Application services were automatically loaded when the gateway started, or when you "reload" the gateway software. However, when you modified the running configuration, you added several services which are not yet running. 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 and you can load that service on the gateway, along with the others in the new running configuration. In the customhelloworld exercise, you will create that application and load it onto the VXML server. Step 1 Step 2 If necessary, log into the voice gateway and enter enable mode by typing: en <Enter> on the command line and supplying the enable mode password. For each of the following application services, type the command: call application voice load <service-name> <Enter> 59

70 Complete the Exercise by Placing the Test Call Chapter 5: Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) Example: call app voice load CVPSelfService <Enter> CVPSelfService HelloWorld customhelloworld cvperror ringtone Complete the Exercise by Placing the Test Call Place a call into the system using a configured dialed number and a phone connected to the gateway's FXS port or configured through communications manager. Place the POTS or VoIP Call Complete the following steps to place the call and test the exercise: Step 1 If you are using the "POTS" implementation of this exercise (that is, 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 Communications Manager, dial the number you set up in for HelloWorld in Define the Route Patterns (page 30): Step 2 Listen to the HelloWorld response. You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML server. Step 3 If you do not hear the proper response to the call, refer to Troubleshooting Tips and Techniques (page 157). 60

71 Installing Unified Call Studio Chapter 6 Note: Unified Call Studio is only supported on Windows XP and Vista. Warning: Windows Vista sets access permissions on the C:\Program Files directory and allows only 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. Running the Cisco Unified Call Studio Installation Program To install Call Studio, perform the following steps. 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 Summary screen, no part of the installation will occur, and an Exit Setup dialog box will display. A Copyright screen displays. Step 3 Review the contents of the Copyright screen, then click Next. A License Agreement screen displays. Step 4 Use the scroll bar to review the entire license agreement, then select I accept the terms of the license agreement, and click Next. The Choose Destination Location screen displays. 61

72 Chapter 6: Installing Unified Call Studio Step 5 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 displays; it lists the packages that you selected for installation. Step 6 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. Step 7 On the InstallShield Wizard Complete screen, click Finish to exit the wizard. 62

73 Chapter 7 Add a Custom Voice Application Created with Call Studio In this exercise you will create a new voice application using Call Studio and deploy the application to the CVP VXML server. You can create either or both of 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 wish to use a TTS server for this exercise, choose the Non-TTS customhelloworld option. 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 Call Studio development tool. The tasks below include instructions for both versions of this application. If you wish 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 CVP 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. This chapter contains the following topics: 63

74 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites, page 64 Start Call Studio, page 64 Create a New Call Studio Project, page 64 Create the Voice Application Call Flow and Validate It, page 65 Deploy the Custom Call Studio Application to a File Folder, page 69 Deploy the Custom Application on the VXML Server, page 72 Place the Test Call, page 73 Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise, page 74 Exercise Prerequisites Before beginning this exercise, complete the following prerequisites: Install Call Studio. Refer to Installing Unified Call Studio (page 61). Complete the Standalone - Simple exercise which includes updating the voice gateway's configuration file. Some changes you make to the configuration file apply to the customhelloworld exercise, or, follow the steps in the comprehensive call flow exercise to include this custom voice application. Start Call Studio Step 1 Step 2 Using VNC Viewer, or other such program, access the CVP server you are using for these exercises. From the main window of the CVP server, select Start > Programs > Cisco > Cisco Unified Call Studio. The trial period message displays. Click OK to continue. Figure 32: Call Studio - License Activation Message Create a New Call Studio Project Perform the basic steps needed to create a new Call Studio project. 64

75 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Step 1 To create a Call Studio project, choose File > New > Call Studio Project. The New Call Studio Project wizard starts. Step 2 Step 3 For the project name enter, in lower case: customhelloworld. For the location leave Use default location checked. You should see a window similar to the following. Figure 33: Call Studio - New Project Named For this exercise, you will 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's 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 the Voice Application Call Flow and Validate It Complete the following steps to use the Call Studio Builder function to create a custom response voice application for the test phone call. Step 1 Step 2 If you have not created the project customhelloworld, complete the steps in Create a New Call Studio Project (page 64). From 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 figure below Step #3. 65

76 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Note: The CVP Subdialog elements are required for a CVP project in 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. Step 3 Also from the Elements tree drag the Audio block over (from the top of the Elements tree) and place it between the CVP Subdialog Start element and the CVP Subdialog Return element, as shown in the figure below. Figure 34: 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 Exist States > Done. f. Left-click the CVP Subdialog Return_01 element to anchor the flow arrow. You should see a call flow chart similar to the following: 66

77 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 35: Call Studio - Creating customhelloworld Call Flow - Connections Step 5 Configure the Audio Element: In this step you will 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 below. 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 two boxes. In the TTS box enter the text: You are listening to a custom version of the helloworld voice application. Bye now. 67

78 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Figure 36: Call Studio - Creating customhelloworld Call Flow - Audio Element Step 6 If you are creating the non-tts version of this exercise, complete the following sub-steps: a. Select the Audio element block in the design window, as shown below. 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. 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 your server's IP address (use the CVP all-in-one-box IP address). Example, enter: You will copy holdmusic.wav there in the next substep. 68

79 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 37: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) g. Minimize the 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 Call Studio application and continue with the next main step. Step 7 Click the CVP Subdialog Return_01 element and in the Element Configuration window, for Caller Input, under Value, enter yes to indicate you do 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, refer to the troubleshooting example in CVP Subdialog Return - Caller Input Error (page 170). Step 8 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, you will see a Call Studio error message; otherwise, you should see a Validation Successful message in the status bar at the bottom of the window. Step 9 Click the Diskette icon to save the application. Deploy the Custom Call Studio Application to a File Folder Complete the following steps to deploy the new application to a folder containing applications for the CVP VXML server. Note: This action converts the development files to their run time format. It copies the files to the CVP file structure. It does not deploy (load) the application to the VXML server. That operation is done in a separate task that follows this task. Step 1 In the Navigator panel of Call Studio (top left), right-click customhelloworld and click Deploy. 69

80 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio The Deploy Call Studio Project(s) window displays. The Folder entry will actually be empty. The example below shows you the path you will select in the next step. Note: You will onlysupply the part of the folder path shown below. Then the application will automatically be placed in its own folder under VXMLServer\application. Figure 38: Call Studio - Deploy Voice Application Step 2 In the Deploy Destination area, for Folder, click Browse and navigate to: C:\Cisco\CVP\VXMLServer 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. 70

81 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 39: Call Studio - Browse to Application's Deploy Destination Step 3 Step 4 Click Finish to deploy the application. Close or minimize Call Studio and open My Computer in the CVP all-in-one-box server and browse to: C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployed application files. 71

82 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Figure 40: Verify the Custom Voice Application is on the VXML Server Step 5 If you are immediately continuing with the exercise, leave this window open for the next task. You will be able to skip steps #1 and #2. Deploy the Custom Application on the VXML Server Although customhelloworld has been "deployed" to the VXML server's file system and you loaded a reference to it onto the voice gateway's running configuration (in Exercise #1), customhelloworld has not been deployed on the VXML server. That is, 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 steps below explain how to use the.bat file to deploy an application. Step 1 Step 2 Step 3 Using a program such as VNC viewer, log into the CVP all-in-one-box server. Open My Computer or File Explorer and 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, you will use the deployapp.bat file to deploy the application to the VXML server. 72

83 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites For a description of all the.bat files, refer to Access the VXML Server Administrative Batch Files (page 166). Step 4 Step 5 Double-click the deployapp.bat file. Respond y <Enter> to the "are you sure" prompt and ignore the "logger" error message, if you receive it. To verify that customhelloworld is deployed, doubleclick status.bat. The system displays the current status of the application. It should be "running." Figure 41: Custom Voice Application status.bat Results Step 6 Navigate back up the directory tree to VXMLServer\admin level of the directory tree 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 both HelloWorld and customhelloworld applications running. Figure 42: status.bat - VXML Server Status Place the Test 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 the comprehensive exercise, you must complete the other steps in that exercise before you can place a test call. Step 1 Dial the FXS number or the VoIP 700 number you defined in Define the Route Patterns (page 30): For FXS input: For VoIP input:

84 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Step 2 Listen to the customhelloworld response. Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise This task assumes you have completed the TTS version of customhelloworld and wish to try the non-tts version. Note: The instructions below duplicate the "in-line" alternate instructions in the prior configuration task. In this task you will: 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 Step 1 Step 2 If necessary refer to Start Call Studio (page 64) to access the Call Studio. For the non-tts version of this exercise, complete the following sub-steps: a. Select the Audio element block in the design window, as shown below. 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. You will need to point to the location of the audio file on the media server, using your server's IP address (the all-in-one-box IP address). Example, enter: 74

85 Chapter 7: Add a Custom Voice Application Created with Call Studio Exercise Prerequisites Figure 43: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate) e. Be sure that Use Default Audio Path is deselected. You want the application to use the path you just entered. f. Recommended: Leave the text in the TTS text box. The application will first try to play the.wav file. If the application fails to locate the audio file, it will then attempt to play the text. If it successfully plays the text, but not the audio file, you know that 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 (done in a later step in this task). Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 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 Troubleshooting Tips and Techniques (page 157). 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:

86 Exercise Prerequisites Chapter 7: Add a Custom Voice Application Created with Call Studio Result: a few seconds of gentle "hold" music, then the call ends automatically. 76

87 Chapter 8 Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting This exercise is a continuation of the earlier "standalone" exercises. The exercise adds call reporting data using the CVP built-in Informix database. 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. For a detailed call flow description and diagram of this exercise, refer to CVP VXML Server Standalone Call Flow (Reporting) (page 14). Note: The built-in voice application HelloWorld does not generate complete reporting data. This exercise uses the customhelloworld application. Adding "reporting" to the all-in-one-box configuration requires a new configuration for the CVP VXML server that references the CVP call server. The CVP call server acts as the interface between the CVP VXML server and the CVP 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 exercise is still a standalone implementation of CVP, that is, the voice browser (VXML gateway) interfaces directly with the VXML server. In this exercise, the CVP call server is only used to pass the call flow data to the reporting server. Prerequisites for the VXML Server with Reporting Exercise Complete the following prerequisites for this exercise: 77

88 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) The CVP VXML Standalone Server with Reporting CVP exercise uses the Reporting Package, one of the CVP installation selections. This package requires the hostname or Windows's hostname for the CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the CVP server's hostname is DOCCVP801. If the hostname does meet these requirements, the exercises will work properly, and will create call reporting events. However, no data will be written to the Informix database. Configure the CVP server with the proper-sized drive to hold the minimum-sized Informix database. Refer to Server Hardware and Software Requirements (page 19). If you did not install the reporting package when you installed the CVP software, rerun the CVP installation and add the CVP reporting component. Refer to Install Unified CVP Components (page 33). 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. Refer to Table of Required Data (page 22). Run Reporting Batch Files To complete the initial setup of the Reporting server and database, you need to run the following batch file: ReportingRunAsInformix.bat. This batch file sets up an instance of the Informix database for CVP. Complete the steps below. Step 1 Step 2 Step 3 Step 4 If you have not rebooted since running the Unified CVP installation program, you must reboot the CVP all-in-one-box server before proceeding to Step 2. Log in to the CVP server as user informix using the password you established for reporting when you installed CVP. Start Windows Explorer and navigate to C:\Cisco\CVP\bin. Double-click ReportingRunAsInformix.bat to run, and confirm this action at the prompt in the command window. A number of setup commands will run in the command window. When the commands finish running, press any key to exit the command window. Step 5 Close Windows Explorer and select Start > Shut Down > Restart to reboot the reporting server. Note: You will need to add a comment such as ran reporting batch files before you can initiate the shutdown process. 78

89 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Identify and Configure the CVP Call Server Before you can configure the reporting server, you must configure the CVP call server that you will associate with the reporting server. You will need the following information to add the call server to the Operations Console: Hostname of the CVP call server. (For an all-in-one-box configuration, this is the same hostname as for the CVP server.) IP address of the CVP call server. (For an all-in-one-box configuration, this is the same IP address as for the CVP server.) Refer to the information you recorded in Table of Required Data (page 22). 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 CVP call server to the Operations Console; proceed to the next task. Complete the following steps to configure the call server: Step 1 Step 2 Step 3 Log into the CVP server as administrator using a program such as VNC Viewer. Select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log into the CVP Operations Console using the password you established when you installed the CVP software. Select Device Management > CVP Call Server and Click Add New. The CVP Call Server Configuration window displays. 79

90 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Figure 44: CVP Operations Console - Define the CVP Call Server Step 4 Enter the following information: a. IP address of the CVP call server (same as the CVP all-in-one-box host). b. Hostname of the CVP call server (same as the CVP 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. Step 5 Click Next. An expanded Call Server Configuration window displays, having additional tabs. Figure 45: CVP Operations Console - Define Additional Call Server Configuration Items 80

91 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Step 6 Select the SIP tab and enter the following Local Static Routes information (top right section of the window): a. Enter each dialed number you configured for customhelloworld, along with the IP address of the voice gateway. b. Examples used in the prior exercise: and and Step 7 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 CVP example installation. You should see a "successfully added to the network map" message. Add the Reporting Server to the Operations Console Call data for all SIP, H.323, and VoiceXML calls handled by the call server is stored in the reporting database. In this task you will add the reporting server to the CVP Operations Console and associate it with the CVP call server so the data can be collected. You will need the following information. Refer to Table of Required Data (page 22). Host name of the call server associated with the reporting server (this is the CVP all-in-one-box server). Host name and IP address of the server on which the Reporting Database resides (this is the CVP all-in-one-box server). The Reporting password you created during installation. Step 1 Step 2 If necessary, start the CVP Operations Console. Refer to Start the CVP Operations Console (page 45). Choose Device Management > CVP Reporting Server. A window listing reporting servers opens. Step 3 Click Add New. The Reporting Server Configuration window opens to the General Tab. Step 4 Enter the IP Address and Hostname for the reporting server and a description, if desired ( and ccbu-doc-cvp-1 in our example). 81

92 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Step 5 Associate the CVP call server to the reporting server by selecting the call server's hostname from the Available pane and clicking the right arrow icon to add the call server to the Selected pane. Figure 46: CVP Operations Console - Add Reporting Server Step 6 Step 7 If desired, examine the information in the other tabs. For this exercise you will 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, you will restart the CVP server after you replace the old, standalone version, of the VXML server. Do not restart the CVP server now. If you previously completed the comprehensive exercise, you have already replaced the VXML standalone server, restart the CVP server now and then skip to Configure the VXML Server to Send Call Data (page 84). Remove and Replace Existing "Standalone" VXML Server Definition The CVP VXML server sends its call data to the reporting server through the CVP 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 will 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: Step 1 Log in to the Operations Console. Refer to Start the CVP Operations Console (page 45). 82

93 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Step 2 The definition for the new VXML server (non-standalone) uses the same IP address. Therefore you must delete the old definition. Select Device Management > CVP VXML Server (standalone). Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 At the Find, Add, Delete, Edit 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 > CVP VXML Server (not standalone). At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the 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 will be the IP address and hostname of the all-in-one-box CVP server/virtual server you are using for these exercises. For Primary Call Server, select the CVP call server you defined earlier. Click Save & Deploy. Select Device Management > CVP VXML Server and verify that the newly defined VXML server's Device Status is Configured. Close the Operations Console. You must restart the CVP server before you can proceed to the next task. View the Configuration States of the Various Servers You Added 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 solutions, refer to the Troubleshooting Tips and Techniques (page 157) and to Troubleshooting Guide for Cisco Unified Customer Voice Portal. Description An optional text description for the device. Complete the following steps to view the server states: 83

94 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Step 1 Step 2 Step 3 If necessary, start the CVP Operations Console. Refer to Start the CVP Operations Console (page 45). From the Device Management menu, one-by-one select: CVP Call Server, CVP Reporting Server, and CVP VXML Server and verify that each server is "configured." If any server's device state is Invalid, edit the server's configuration and click Save & Deploy. This action should reset the server's state. Configure the VXML Server to Send Call Data Complete the next steps to configure the VXML server to send call data to the reporting server. Step 1 Step 2 Step 3 From the Operations Console, select Device Management > CVP VXML Server. Click the radio button to the left of the server's hostname and click Edit or click the Hostname link. On the Configuration tab, be sure the following functions are turned on (that is, Yes is selected): a. Enable reporting for this VXML server b. Enable reporting for VXML application details Step 4 Step 5 Step 6 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 CVP all-in-one-box server. Check Running Status of the Servers and Restart the VXML Server In this task you examine the running status of the various CVP servers from the Operations Console. As an exercise, you may also restart one of the servers from the Operations Console. Step 1 From the Operations Console, select System > Control Center. The Control Center - Network Map window displays. 84

95 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Figure 47: CVP Operations Console - Control Center - Network Map Note: The status of each server should be as shown above. The call server's status is Partial in the standalone exercises because there is no PG connection to ICM needed. If you are continuing the comprehensive exercise, the call server's status should be Up. Step 2 Optionally, perform the following steps to restart just the VXML server: a. From the Control Center, select the VXML server's radio button and 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 will change to Not Reachable. Reselect the VXML server and click Start and confirm the operation. d. Its status should change to Up in about one minute. Place a Call that Requests the Custom Voice Application Place a call into the system to cause the call server to send call data to the reporting server. Note: Be sure you use the dial number for customhelloworld. The predefined HelloWorld voice application creates minimal call data. Step 1 Place a call requesting the customhelloworld application as follows: For FXS (POTS) input: For VoIP input: For POTS or VoIP input for the comprehensive call flow model exercise:

96 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) 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, you should hear the holdmusic.wav file. Verify that the Reporting Server Received VXML Events Perform the following steps to check the statistics for the reporting server. Step 1 Step 2 Step 3 From the Operations Console, select Device Management > CVP Reporting Server. Click the radio button to the left of the server's 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 below. Figure 48: 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. You should see the VXML Events Received count increase. Note: Use the customhelloworld voice application for this test. The default, HelloWorld voice application does not generate complete report data. (Optionally) Add a 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. 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. 86

97 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting If you wish to create a user complete the following steps. Step 1 From the Operations Console choose Device Management > CVP Reporting Server. The Find, Add, Delete, Edit Reporting Servers window opens. Step 2 Select the reporting server by clicking the link in its name field or by clicking the radio button preceding it and then clicking Edit. The Edit Reporting Server Configuration window opens. Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users. The Manage Users window opens, listing the IP address and host name for the currently selected reporting server. Step 4 Step 5 Step 6 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 letter and also numbers. Refer to the Table of Required Data (page 22) you created earlier for the passwords you are using for these exercises. Step 7 Step 8 Step 9 In the Reconfirm Password field, retype the password. In the Database Administrator Password field, enter the Database Administrator's password that you established when you installed the CVP software. Click Add to add the user. You should receive a message: User <name> successfully added as a reporting user. Access the 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. 87

98 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) 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. Step 1 Step 2 Step 3 Step 4 Access the CVP all-in-one-box server, as administrator, using a tool such as VNC Viewer. Open a Windows command window: Start > Run. Enter 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, enter: cvp_dbadmin and press <Enter>. Note: The cvp_dbadmin user is created when you install the CVP software. e. Enter the password you created for reporting when you installed the CVP software. f. At the SELECT DATABASE prompt, use the arrow keys and press <Enter> to select the cvp_data<hosname> database. The dashed line below the menu should now show the database name as shown below. Figure 49: 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 the 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 CVP reporting refer to Reporting Guide for Cisco Unified Customer Voice Portal. 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 as explained at the beginning of Access the cvp_data Informix Database Using Dbaccess (page 87). 88

99 Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) Unified CVP VXML Server with Reporting Step 3 Enter one of the queries below; 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 Subdialong 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. 89

100 Unified CVP VXML Server with Reporting Chapter 8: Unified CVP VXML Server Standalone Call Flow Model Exercise (with Reporting) 90

101 Comprehensive Call Flow Model Exercise The overall goal of the Comprehensive Call Flow Model exercise is to provide experience with the Comprehensive Call Flow model in a simple CVP test environment. The test environment incorporates the CVP VXML server, call server, and reporting server in a single all-in-one-box configuration. It also uses a voice gateway with browser. The single box gateway incorporates the elements needed for both the ingress gateway and the voice browser as described in Comprehensive Call Flow (page 16) (call flow description). The ICM installation in this exercise is also a simplified all-in-one-box version suitable only for a test environment. For a description of the major elements in this exercise, refer to Comprehensive Call Flow Design Elements and Configuration Sections (page 92). The Comprehensive Call Flow Model exercise can be performed independently of the other exercises in this guide, or, as the next task after completing the standalone exercises presented in the prior chapters. For an explanation of the Comprehensive Call Flow Model, refer to the Configuration and Administration Guide for Cisco United Customer Voice Portal. Individual goals for this exercise include: Chapter 9 Successfully complete a call that requests Cisco's built-in voice application, HelloWorld. The caller should be able to use either a standard analog phone connected to your gateway's FXS port or a VoIP call using Cisco Unified Communications Manager. Successfully complete a call that requests the custom voice application (customhelloworld) you created using Call Studio. If you have not created this application, refer to the Exercises Prerequisites (page 93) for more information. Extend the basic customhelloworld ICM script to transfer the call to another phone. Use the reporting server, included with the CVP installation to place call data into the cvp_data Informix database and retrieve that data. 91

102 Comprehensive Call Flow Design Elements and Configuration Sections Chapter 9: Comprehensive Call Flow Model Exercise Note: Cisco recommends that you complete the standalone exercises before doing this exercise. The earlier exercises provide important configuration and troubleshooting information and experience. This chapter contains the following topics: Comprehensive Call Flow Design Elements and Configuration Sections, page 92 Exercise Prerequisites, page 93 Section A: Ingress Gateway/Voice Browser Configuration, page 94 Section B: CVP Configuration for Use with ICM, page 105 Section C: Install a Peripheral Gateway Between CVP and ICM, page 110 Section D: ICM Scripting Configuration for CVP, page 133 Section E: Configuring Unified Communications Manager, page 142 Complete the Main Exercise, page 142 Add Call Transfer to the Exercise, page 143 Add the Reporting Elements to the Exercise, page 145 Comprehensive Call Flow Design Elements and Configuration 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 50: 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's running configuration file. 92

103 Chapter 9: Comprehensive Call Flow Model Exercise Exercise Prerequisites B CVP Servers (VXML server, call server, and reporting server). The various CVP servers are hosted by a single platform (all-in-one-box configuration). They are identified and configured using the CVP Operations Console. The reporting database can also be installed as part of the CVP installation. There are several setup tasks included in Section B of the exercise instructions. C CVP to ICM Peripheral Gateway. This gateway connects CVP to ICM through the CVP call server. D ICM. In comprehensive call flow model, ICM handles the call, routing the call and sending requests it generates for IVR functions to CVP. Configuration includes all elements of ICM that must interact with CVP. E Unified Communications Manager. The Unified Communications Manager provides VoIP interconnection. It interfaces directly with CVP and the voice gateway. To configure each of the elements above, refer to the corresponding configuration tasks in this chapter. For example, to configure the voice gateway, refer to "Section A". 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 CVP server or virtual server. Server Hardware and Software Requirements (page 19). Required data. Refer to Table of Required Data (page 22). Prerequisite tasks described in Prerequisite Tasks (Before Installing Unified CVP Software) (page 24). ICM installation as an all-in-one-box ICM test installation ready to configure. Refer to Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. Trunk and route pattern information in Unified Communications Manager. 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. Refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 25). If you did not perform the previous exercises, install the Cisco Unified CVP software package, including the Reporting package, if desired. Refer to Install Unified CVP Components (page 33). Creating the customhelloworld Voice Application 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. 93

104 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise As part of the exercise prerequisites, install Call Studio now. Refer to Installing Unified Call Studio (page 61). Later, in this comprehensive exercise, you will be instructed to go to Add a Custom Voice Application Created with Call Studio (page 63) to create and deploy the customhelloworld 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.wav version (see Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 74). Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Section A: Ingress Gateway/Voice Browser Configuration 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 modified the gateway's running configuration, restore it to its baseline configuration. Customize the changes file with your IP and other details and copy the change file contents into the gateway's running configuration. Log into the CVP Operations Console; register the gateway; verify that the Operations Console can reach the gateway; copy all required files from the CVP installation to the gateway. These basic tasks are presented in the detailed tasks in this section. Restore the Gateway's Running Configuration If you completed the previous exercises, your gateway's current running configuration contains many commands applicable to CVP's standalone call model. 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 as follows: 94

105 Chapter 9: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Step 1 Telnet to the voice gateway and log in as follows: a. From the Windows taskbar, select Start > Run. The Run window displays. 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 displays. c. Enter the password for the gateway. The hostname prompt for the gateway displays. Example: MyGateway Step 2 You must be in enable mode to copy the gateway's configuration. At the gateway's hostname prompt, enter en and press <Enter>. Then enter the password you established for your gateway's enable mode. The prompt changes to the gateway's hostname followed by a # sign. Example: MyGateway# Step 3 To restore the gateway's running configuration, if you have changed the gateway's startup configuration, first restore it from a saved configuration file as follows: a. copy <saved_config> startup <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: 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. reload <Enter> b. y <Enter> Modify the Supplied GWConfigChgs_Comprehensive.txt File to Use with the Comprehensive Exercise The configuration for your gateway must be updated to support this exercise. The changes/additions you need for this exercise are found in GWConfigChgs_Comprehensive.txt which is available at the following Cisco URL: prod_configuration_examples_list.html 95

106 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise In the following steps you will update the placeholder comments with the actual IP addresses they reference, based on your own lab configuration. Open the file in an editor such as Notepad, and make the changes, as explained in the task below. Note: After you modify the file, the next task explains how to use the gateway's config t mode (configure from terminal) to copy the items from GWConfigChgs_Comprehensive.txt to your running gateway configuration. For an explanation of items in the gateway configuration file, refer to the examples in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Step 1 Step 2 Open the GWConfigChgs_Comprehensive.txt file in a text editor that will preserve its line breaks (such as Notepad) and complete the following steps to modify the configuration file based on your own equipment IP addresses. TTS Server IP If you choose to include the 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 intend to use a TTS server, modify the lines below (in the GWConfigChgs_Comprehensive.txt file) to include the IP address(s) for your TTS/ASR server(s); otherwise, skip to the next step and the lines will simply be rejected by the gateway when you attempt to add them. ip host tts-en-us <IP of TTS server> ip host asr-en-us <IP of ASR server> Step 3 Locate the following dial-peer definition and replace the reference to the Cisco Communications Manager with the IP address of your Communications Manager server. The destination-pattern phone number in this dial-peer is Unless you intend to use a different number for the test, leave this number in the definition. dial-peer voice 800 voip description Send to Communications Manager--Dialpeer without CUPS translation-profile incoming block destination-pattern voice-class codec 1 session protocol sipv2 session target ipv4:<ip of Cisco Communications Manager>:5060 dtmf-relay rtp-nte h245-signal h245-alphanumeric no vad Step 4 Optionally, you may want to print the modified configuration change file so you can compare it with the messages produced by the gateway when you add the changes to the running configuration (the next task). Modify the Gateway's Configuration File In the following task you will take your gateway's basic working configuration (its running configuration) and add the configuration items needed to perform the comprehensive exercise. Step 1 If you have not backed up the gateway's unmodified running configuration file, refer to Back Up Your Existing Voice Gateway Running Configuration (page 56) 96

107 Chapter 9: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Step 2 Step 3 Telnet to the CVP server as described in Restore the Gateway's Running Configuration (page 94). To modify the gateway's configuration, you must be in enable mode. Enter enable mode, as follows: Type: en and press <Enter>, then enter the enable password for this gateway. The prompt changes to the gateway's hostname followed by a # sign. Example: MyGateway# Step 4 Access configuration terminal mode on the Gateway as follows: At the command prompt, type: config t <Enter> Step 5 Step 6 Select the entire GWConfigChgs_Comprehensive.txt file you modified and copy the configuration entries from this file into your local computer's cut/paste buffer. In the Telnet window, right-click to automatically use the Paste function to paste all of the commands into the existing configuration file at once. Note: If the above method does not work, right-click the Telnet title bar and select Properties > Options; be sure you have Insert Mode selected. Step 7 (Optional) It is likely that the gateway will produce various error and warning messages as it processes the commands in the configuration changes file. If you wish, scroll back through the Telnet output and mark the errors on the copy of you made of GWConfigChgs_Comprehensive.txt. These errors should not interfere with the exercise. Some reasons for the errors are: Parameter not registered Ignore these warnings. The parameters will be registered when you load the new application in Load the New Voice Gateway Application Services (page 59). Invalid input Often this message is produced if the command is already in the running configuration before you attempt to add it. If you saved the running configuration to a file as explained in Back Up Your Existing Voice Gateway Running Configuration (page 56), you can examine the original file to see it if already contained those "invalid" configuration lines. A helpful process is to continue with the exercise. If you have issues with the exercise that the troubleshooting section attributes to the gateway configuration, compare the modified running configuration with GWConfigChgs_Comprehensive.txt to see if the changes did, in fact, become part of the running configuration. Step 8 You may want to back up the new version of the running configuration: copy run <mysavedconfig> 97

108 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise Log into the CVP All-in-One-Box Server and Start the CVP Operations Console In this task, log into the CVP Operations Console as a pre-step for identifying the gateway to CVP. Note: Use the following steps whenever needed throughout this exercise to log into the CVP All-in-One-Box Server and start the Operations Console. The steps below use VNC Viewer to access the CVP Operations Console; you can also log into the console using your browser with an address such as: (where the IP address is the IP of the all-in-one-box CVP server). However, the exercises use VNC Viewer because you will likely be performing other tasks such as executing a batch file or restarting the server. Step 1 Using a program such as VNC Viewer, log into the server or virtual server that has CVP installed. You see a Windows 2003 screen such as the following: Figure 51: CVP All-In-One-Box Server - Main Window Step 2 Start the Operations Console: Start > Programs > Cisco Unified Customer Voice Portal > 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. 98

109 Chapter 9: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Figure 52: CVP Operations Console - Login Window Step 3 Log in to the Operations Console as administrator using the password you established when you installed the CVP product. The Cisco Unified Customer Voice Portal (Operations Console) window displays. Figure 53: CVP Operations Console - Main Window Add the Voice Gateway to the Operations Console This task identifies the voice gateway to the CVP Operations Console for management and enables you to transfer files to the gateway. Step 1 In the Operations Console, select Device Management > Gateway > Add New. The Gateway Configuration window displays. 99

110 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise Figure 54: CVP Operations Console - Add Ingress Gateway Step 2 From the Table of Required Data (page 22) 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 (this is the password for a monitor-level user) Enable password for the gateway (this is the administrator-level password) Step 3 Click Save. A confirmation window displays showing the IP address and hostname of the gateway you added. The message urges you to verify the device credentials using IOS command. The next task covers this requirement. 100

111 Chapter 9: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Figure 55: CVP Operations Console - Gateway Added Successfully Verify Gateway Access from the Operations Console Complete the following tasks to verify that the Operations Console can access your gateway using the login information you entered when adding the gateway to the Operations Console. Note: You can also access the gateway's running and start up configuration files using the IOS Command menu described in the procedure below. Step 1 From the Operations Console, select: Device Management > Gateway. The List of Gateways window displays, showing the gateway you entered previously. Figure 56: CVP Operations Console - Verify Gateway is Configured in the CVP Operations Console Step 2 Click the name of the gateway you added. The Edit Gateway Configuration window displays the configuration information you entered previously. 101

112 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise Figure 57: CVP Operations Console - Verify the CVP Operations Console can Access the Gateway Step 3 Click IOS Commands > Show Version. This action attempts to access system information directly from the gateway, using the gateway configuration information you entered. If the operation is successful, the system image file displays hardware and software version information such as in the image below. Important! Write down the System image file information from this window. (It is included in the first full line shown below. Example: 12.4(15)T6. 102

113 Chapter 9: Comprehensive Call Flow Model Exercise Section A: Ingress Gateway/Voice Browser Configuration Figure 58: CVP Operations Console - Gateway Show Version Command Note: If the operation is not successful, select Device Management > Gateway. Select the new definition and click Edit to examine and correct the information such as the IP address, username, and passwords. Some information cannot be modified which could require you to delete the definition and reenter it properly. Step 4 If you did not examine and confirm the gateway's software version while you were performing the prerequisites, compare the version number you wrote down in the previous step with the list of ISO image versions supported for CVP 8.0. Refer to Hardware and System Software Specification for Cisco Unified CVP (BOM) for software version information. If the image is not a supported image for this version of CVP, you must obtain a new image and install it on your gateway. (If you must replace the image file, save the changed configuration file first, so you do not have to repeat the earlier tasks.) Transfer Required CVP Gateway Scripts and.wav Files to the Gateway Use the following steps to transfer required files to your voice gateway. The files must be transferred one-at-a-time. 103

114 Section A: Ingress Gateway/Voice Browser Configuration Chapter 9: Comprehensive Call Flow Model Exercise 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 Step 1 Step 2 If you are not logged into the CVP Operations Console, refer to the steps in Start the CVP Operations Console (page 98). Click Device Management > Gateway and click the name of the gateway you added. The Edit Gateway Configuration window displays. Step 3 Select File Transfer > Scripts and browse to the location of the gateway files listed below: C:\Cisco\CVP\OPSConsoleServer\GWDownloads\ Note: For each file below click Open and then Transfer. 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 ringback.wav ringtone.tcl survivabilty.tcl After each file transfers, you should see a "successfully transferred" message. Figure 59: CVP Operations Console - Successfully Tranferred File to Gateway Step 4 Step 5 Repeat the select and transfer process to transfer each file in the list above. Leave the Operations Console open; you will use it in the next task. 104

115 Chapter 9: Comprehensive Call Flow Model Exercise Section B: CVP Configuration for Use with ICM Section B: CVP Configuration for Use with ICM In the Comprehensive call flow model, the gateway sends the call request to the CVP call server instead of directly to the VXML server. Complete the following tasks to set up CVP for use with ICM. Identify and Configure the CVP Call Server In the Operations Console You will need the following information to add the CVP call server to the Operations Console: Hostname of the CVP call server. (For an all-in-one-box configuration, this is the same hostname as for the CVP all-in-one-box server.) IP address of the CVP call server. (For an all-in-one-box configuration, this is the same IP address as for the CVP server.) Refer to the information you recorded in Table of Required Data (page 22). 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: Step 1 Step 2 Step 3 If the CVP Operations Console is not already running, log into the CVP server as administrator using a program such as VNC Viewer. Select Start > Programs > Cisco Unified Customer Voice Portal > Operations Console and log into the CVP Operations Console using the password you established when you installed the CVP software. Select Device Management > CVP Call Server and Click Add New. The CVP Call Server Configuration window displays. Step 4 Enter the following information: a. IP address of the CVP call server (same as the CVP all-in-one-box host). b. Hostname of the CVP call server (same as the CVP 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. 105

116 Section B: CVP Configuration for Use with ICM Chapter 9: Comprehensive Call Flow Model Exercise Figure 60: CVP Operations Console - Define the CVP Call Server Step 5 Click Next. An expanded Call Server Configuration window displays, having additional tabs. Figure 61: 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). Select the SIP tab and enter the following Local Static Routes information (top right section of the window). Each entry below includes the DN, the target for that DN, and an explanation of how the static route is used. The ">" character is used to indicate "any additional digits." For example, 9191 was entered as 91> and 9292 is entered as 92>. This convention enables the numbers to match their intended targets, even after the system adds additional identifying digits during the call handling process. 91> and (ingress gateway's IP address) 106

117 Chapter 9: Comprehensive Call Flow Model Exercise Section B: CVP Configuration for Use with ICM 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> and (ingress gateway's IP address) This entry matches the cvperror.tcl dial peer in the gateway configuration. It provides error handling > and (ingress gateway's 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. 40> and (Unified Communications Manager) This entry identifies a set of phones that the CVP Unified Communications Manager can send the exercise test call to. In this test setup, we 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 will be sending the call to a different phone number, use that number instead of 40>. Figure 62: CVP Call Server - Configure for Comprehensive Exercise Step 8 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 CVP example installation. (You will receive a message that certain fields have changed. Click OK to continue.) You should see a "successfully added to the network map" message, similar to the following. Figure 63: CVP Operations Console - Call Server Successfully Added Step 9 Leave the Operations Console open for the next task. 107

118 Section B: CVP Configuration for Use with ICM Chapter 9: Comprehensive Call Flow Model Exercise Add the CVP VXML Server to the CVP Operations Console Complete the following steps to identify, configure and deploy the CVP 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. Otherwise, if you previously added a standalone VXML server, you will need to delete it because the new definition uses the same IP address. Complete the following steps. Step 1 Step 2 If necessary, log in to the Operations Console. Refer to Start the CVP Operations Console (page 45) for login instructions. 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 sub-steps to delete the VXML standalone instance; if the standalone instance does not exist, or is already deleted, skip to the next step. a. Select Device Management > CVP VXML Server (standalone). b. At the Find, Add, Delete, Edit CVP VXML Servers (standalone) window, select the radio button for the VXML server added in the earlier exercises and click Delete. Confirm the deletion. Step 3 Step 4 Step 5 Step 6 Step 7 If you have not added a non-standalone VXML server to the CVP all-in-one-box configuration, select Device Management > CVP VXML Server (not the standalone selection). At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the 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 CVP 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 CVP call server you defined earlier. 108

119 Chapter 9: Comprehensive Call Flow Model Exercise Section B: CVP Configuration for Use with ICM Figure 64: CVP Operations Console - Add Non-standalone VXML Server Step 8 Click Save & Deploy. You will see a confirmation message telling you that you must restart the call server. Step 9 Step 10 Select Device Management > CVP VXML Server and verify that the newly defined VXML server's Device Status is Configured. Close the Operations Console. Step 11 You must restart the 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. Create and Deploy the customhelloworld Voice Application At this point, you have configured CVP to the point that you can create and deploy the customhelloworld application. Note: If you have already created and deployed customhelloworld for the standalone exercises, you only need to deploy the application to the new VXML server. Refer to Deploy the Custom Application on the VXML Server (page 72). Step 1 Step 2 If you have not installed Unified Call Studio, install it now. Refer to Installing Unified Call Studio (page 61). Create the customhelloworld voice application. Refer to Add a Custom Voice Application Created with Call Studio (page 63) to create and deploy the 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.wav version (see Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 74). 109

120 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Stop after you create the application. You will test the application after you complete the comprehensive exercise setup. Section C: Install a Peripheral Gateway Between CVP and ICM On the All-in-One-Box CVP server, using the ICM software, install a Peripheral Gateway between CVP and ICM. Installing and configuring a Peripheral Gateway that interfaces between CVP and ICM involves the following tasks: Examine the ICM installation and verify enough PG places are allocated on ICM. Add the PG to the ICM Configuration Manager to obtain a PG ID. Install the PG on the all-in-one-box CVP server. Define the VRU on the ICM system. Set the newly defined VRU as the default VRU within the ICM system. Verify Enough PG Places Have Been Allocated on ICM In this task, run the ICM setup program and verify that the proper number of spaces are allocated for PGs. Step 1 Step 2 Step 3 Step 4 Log into the server that is hosting ICM using a tool such a VNC Viewer. To run the ICM setup program, click Start > Run and enter icmsetup in the text box and click OK. Respond no to the security hardening prompt. Examine the Cisco ICM Setup initial window. Write down the name of the ICM Instance in the ICM Instances pane. You will need to create an instance (later) in CVP with the same name. The "instance" used in this exercise is icm. 110

121 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM Figure 65: 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. In the Cisco ICM Setup window, in the Instance Components pane (right side of the window), select RouterA and click Edit. Note: If you previous started the ICM RouterA service, the program prompts you to stop the service. Respond Yes to shut it down. The Router Properties window displays. Step 7 Click Next twice to display the Device Management Protocol Properties window, shown below. 111

122 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Figure 66: ICM - Check Range of PGs that Can be Used Step 8 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 ICM should use PGs in the range 1 through 2. Note: If you are using the ICM installation for other purposes, and require additional PGs, adjust the number in the Peripheral Gateway Devices box accordingly, ensuring that you have 2 PGs for this exercise. Be sure to enter a range, not a single digit. Step 9 Step 10 Step 11 Click Next until you get to 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 the VRU on ICM Define the Voice Response Unit on the ICM system. Use the values listed in the steps below. The VRU name is needed when you define the peripheral gateway, later in this section. Step 1 Step 2 Log in to your ICM server using VNC viewer or a similar program. On your ICM server, double-click the ICM Admin Workstation icon to open the workstation interface. The workstation folder opens displaying a number of management tools. Step 3 Double-click Service Control and verify that the following services are running: 112

123 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM 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 Close the Service Control window. For convenience, right click the Configuration Manager selection in the ICM Admin Workstation folder and send its icon to the desktop. You can now close the ICM Admin Workstation. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a compacted tree structure. Step 7 Step 8 Step 9 From the Configuration Manager select: 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) Description: CVP VRU for Comprehensive Ex 113

124 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Figure 67: 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. You will reaccess this tool later, after you define a routing client, to add a label to the VRU definition. Add the PG to the ICM Configuration Manager and Obtain a 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. Step 1 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. Step 2 Step 3 Step 4 Step 5 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. 114

125 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM 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 example below). Write down the value of the Logical Controller ID. Figure 68: ICM Configuration Manager - PG Logical Controller ID Step 6 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, for some reason, you need to add the peripheral manually, click Add Peripheral (bottom left of the main window below the PG tree). Step 7 On the Peripheral tab of the multi-configuration window, select Enable post routing (bottom of the window). Figure 69: ICM Configuration Manager - Add PG and Get ID Step 8 Write down the number of the Peripheral ID (5000 in the above example). 115

126 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Step 9 On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC. Figure 70: 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. If necessary, refer to Define the VRU on ICM (page 112). Figure 71: ICM Configuration Manager - Configure PG Step 11 Step 12 Click Save to save the configuration. Click Close to close the explorer. Add a Label to the VRU Previously Defined In this task you will 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 which you defined in 116

127 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM the Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 114) task, which you will be able to choose from a drop-down list. Complete the following steps to define the VRU Label: Step 1 Step 2 Step 3 Reopen the minimized Network VRU Explorer tool, if it is closed, 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 displays. Step 4 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 72: ICM - Create Type 10 VRU Label Set the Default Voice Response Unit (VRU) Identify the Voice Response Unit, defined in the previous step, to ICM using the ICM Configuration Manager. Step 1 Step 2 If necessary, access ICM and start the services needed for the Configuration Manager. Refer to Define the VRU on ICM (page 112) for details. Double-click the Configuration Manager icon on the desktop (or select it from the ICM Admin Workstation). The Configuration Manager window opens and displays a tree structure. Step 3 Select: Tools > Miscellaneous Tools > System Information (double click). The System Information window displays. Step 4 In the VRU section, select the name of the VRU you established in Define the VRU on ICM (page 112). 117

128 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise In this example: Type10_CVP_VRU Figure 73: ICM Configuration Manager - Identify the Default VRU Step 5 Click Save and then click Close to exit the window. Install the PG on CVP In this task you use the icmsetup program (on the Unified ICM CD/DVD) to set up a peripheral gateway on the CVP server. The peripheral gateway that connects CVP and ICM resides on the CVP server. You will need the following information you recorded in the Table of Required Data (page 22): ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on your Unified ICM server. You must use this same ICM instance name when you set up ICM on the CVP server using the steps below. In the example, the instance name is: icm. 118

129 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM The controller domain name you used when you set up 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. Step 1 Log into the server that is hosting CVP ( in this example) using a tool that can run Cisco ICM Setup from a DVD or.iso file, such a VMware Infrastructure Client. Note: If you have previously installed a PG on this server, you do not need the ICM CD/DVD. In this case, you can use VNC Viewer to access the CVP server and run icmsetup. Select Start > Run and enter icmsetup in the text box, and click OK. Step 2 Step 3 Step 4 On the CVP server, open the Unified ICM CD/DVD media, or connect to the ICM installation.iso file, and run setup.exe (or right click the drive and click autoplay. If it is displayed, respond No to the security hardening prompt. At the prompt for the ipsec pre-shared key, enter a key you could to use later to access CVP from the Support Tools. Note: Although the Support Tools are not enabled (the CVP installation instructions in Install Unified CVP Components (page 33) tell you to say "no" to the Support Tools prompt), the tools are installed, but not activated. You must enter a key that you can use later, if you need to use the Support Tools. Step 5 The Cisco ICM Setup window displays. Figure 74: ICM - Add ICM Instance Step 6 In the ICM Instances panel, click Add to open the Add Instance dialog box shown above. In this box you will define the instance of ICM that CVP will use. Use the same instance name that you used for your ICM installation. 119

130 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Step 7 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 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. Step 8 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 will receive the prompt: Figure 75: 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 displays. 120

131 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM Figure 76: ICM - Add Peripheral Gateway Instance Step 9 Click Peripheral Gateway as indicated above. The Peripheral Gateway Properties window displays. Figure 77: ICM Setup - Select PG Type as VRU 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. 121

132 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Step 12 At the top right of the window, 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 78: ICM - Add Peripheral Gateway - PIM The VRU Configuration window displays for the PIM instance you selected. Step 13 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 below; it does not need to match the PG name you entered on ICM. c. Peripheral ID: the ID you recorded in Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 114) (5000 in our example). d. VRU host name: DOCCVP801 Use the local host name you gave to the CVP all-in-one-box server (DOCCVP801 in our example). e. VRU Connect port: 5000 (default VRU connect port) 122

133 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM Figure 79: ICM Setup - PG Setup - PIM Parameters Note: This should be the same port number you used for the CVP call server. You can check this in the CVP Operations Console. Select: Device Management > CVP Call Server > the edit window, ICM tab as shown below. Figure 80: ICM - Add Peripheral Gateway - VRU Connection Port 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. Step 14 Enter the Logical controller ID you recorded in Add the PG to the ICM Configuration Manager and Obtain a PG ID (page 114) (5000 in the example) and click Next. 123

134 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Figure 81: ICM Setup - Install PG - Enter Logical Controller ID Step 15 The Device Management Protocol Properties window displays. Select Side A preferred and click Next. Figure 82: ICM - Add Peripheral Gateway - Side A Preferred Step 16 The Peripheral Gateway Network Interfaces window displays. a. In the Private Interfaces section: 124

135 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM PG Private A: DOCCVP801 (hostname for your all-in-one-box CVP server) PG Private A high: DOCCVP801 (hostname for your all-in-one-box CVP server) Delete entries for PG Private B and PG Private B high. b. In the Visible Interfaces section: PG visible A: DOCCVP801 (IP or Hostname for CVP) This entry would be the IP or hostname for the all-in-one-box CVP server. Router visible A: IP or Hostname of ICM router This entry would be the IP or hostname for the all-in-one-box ICM server which hosts the router, logger, admin workstation, etc. ( in this example). Router visible A high: IP or Hostname of ICM router Again, this entry would be the IP or hostname for the all-in-one-box ICM server which hosts the router, logger, admin workstation, etc. Delete entries for all "B" interfaces. Figure 83: ICM Setup - Install PG - Network Interfaces Step 17 Step 18 Click Next until the Check Setup Information window displays. 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 will continue. 125

136 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise Step 19 Step 20 Step 21 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 CVP 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. 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 steps below. Note: If the ECC variables feature is not enabled, the steps below also explain how to enable it. Step 1 Step 2 Log in to your ICM server using VNC viewer or a similar program. On your ICM 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. Step 3 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 Close the Service Control window. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 6 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 will receive the following message when you try to open the configuration window: 126

137 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM Figure 84: ICM Configuration Manager Message - Enable ECC Variables Figure 85: ICM System Information - Enable ECC Variables If you receive this message, to enable the ECC variables, complete the following substeps. a. Open the Configuration Manager and select: Tools > Miscellaneous Tools and double-click System Information. The System Information window displays. 127

138 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise b. Select the Expanded call context enabled box as shown above (upper left), and click the Save button, then the Close button. Figure 86: ICM Expanded Call Variable List (ECC Variables) If ECC variables were already enabled, the Expanded Call Variable List window, shown below, displays. Note: You must click Retrieve to display the list of currently defined variables and activate the Add button. Add the "user" ECC variables from the table in the next step. The screen example below shows the first user variable added: user.media.id and the dialog box ready for entry of the second user variable. 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. 128

139 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM It is easy to mistype a variable's 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 table below) 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. Press Save and then Close once you have defined all the variables. 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 have 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, optionally, enter a description, select Enabled, and click Add at the bottom left. Examine the variable name added to the list of variable and be sure it is exactly the same as in the table. Step 11 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. Then try saving the list. It is also possible to end up with two items labeled user with no additional entry. If so, delete them and try again to save the variables. Step 12 Close the Expanded Call Variable List window. Note: To simplify the table below, we assume that you check Enabled for each variable but do not check persistent. 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. 129

140 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise user.microapp. media_server Max Length: 210 chars no Root of the URL for all media files and external grammar files used in the script. Recommended: 30 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. user.microapp. app_media_lib Max Length: 210 chars no Directory for all application-specific media files and grammar files. Recommended: 10 chars 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 Recommended: 40 chars no Specifies the text for inline Text To Speech (TTS). 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, you can 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 will be written to the ECC variable. Results from Get Digits or Menu micro-applications will be written to the CED. 130

141 Chapter 9: Comprehensive Call Flow Model Exercise Section C: Install a Peripheral Gateway Between CVP and ICM user.microapp. pd_tts Required: 1 char no Specifies which files should be played to the user: Unified CVP's 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). Note: 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, refer to the discussion of Metadata ECC variables in Configuration and Administration Guide for Cisco Unified Customer Voice Portal. Configure 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 our exercise, we will use the label TestCallsHelloWorld for the HelloWorld call number. 131

142 Section C: Install a Peripheral Gateway Between CVP and ICM Chapter 9: Comprehensive Call Flow Model Exercise To configure the Call Type label, use the ICM Configuration Manager as follows: Step 1 Step 2 Access ICM and start the services needed for the Configuration Manager. Refer to Define the VRU on ICM (page 112) for details. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Select: Tools > List Tools > Call Type List (double click) The Call Type List window displays. Step 4 Step 5 Step 6 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) Step 7 Step 8 Step 9 Click Save to save each call type definition. Repeat the above configuration steps to create and save a call label for the customhelloworld call number with the name: TestCallsCustomHW Close the Call Type List window. Configure Dialed Numbers Create a dialed number identification composed of the number the user will dial and 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 follows: Step 1 Step 2 Access ICM and start the services needed for the Configuration Manager. Refer to Define the VRU on ICM (page 112) for details. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Select: Tools > List Tools > Dialed Number / Script Selector List The Dialed Number / Script Selector List window displays. Step 4 Click Retrieve to activate the Add button. 132

143 Chapter 9: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Step 5 Step 6 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 sub-steps: 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 will be a combination of the routing client and the dialed number. For example: CVP_RC e. Using the drop-down set Default Label: (the VRU label you defined earlier (page 112)) f. Click Save to save the dialed number definition. Step 7 Repeat the sub-steps to create the dial number for customhelloworld: Step 8 Close the configuration tool. Section D: ICM Scripting Configuration for CVP Complete the following tasks to configure ICM scripting to work with the CVP comprehensive exercise. Create Network VRU Script In this task you define a Network VRU script which the ICM script will use to be able to access the applications on CVP: HelloWorld and customhelloworld. Step 1 Step 2 Access ICM and start the services needed for the Configuration Manager. Refer to Define the VRU on ICM (page 112) for details. Double-click the Configuration Manager icon on the desktop. The Configuration Manager window opens and displays a tree structure. Step 3 Select: Tools > List Tools > Network VRU Script List. The Network VRU Script List window displays. Step 4 Click Retrieve to display existing network VRU script definitions, if any. This action also activates the Add button. 133

144 Section D: ICM Scripting Configuration for CVP Chapter 9: Comprehensive Call Flow Model Exercise Step 5 Click the Add button. The Attributes pane displays. Step 6 Complete the following fields: a. Enter a unique name used to identify the script. For this exercise, you are creating a VRU Script that enables the ICM script to access any application on the VXML server. You will use it to access both HelloWorld and the customhelloworld Call Studio application you created earlier. Name: PlayCVP_CallStudioScript The actual names of the two CVP Call Studio scripts you wish to access are identified later in the two 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 identify what this script should do: 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 ICM. In this exercise this micro-application is used to get access an external application (both CVP's build-in HelloWorld application and the customhelloworld Call Studio application). Server Tells ICM to get the script from a server. The server is specified in the 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 refer to 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 whatever media file is 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. 134

145 Chapter 9: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP h. Enter a description if desired. For this exercise enter: Use to Call a CVP Call Studio App from ICM Script. Figure 87: ICM - Create Network VRU Script Step 7 Click Save to save the definition, then click Close to close the window. Create ICM Call Scripts to Access HelloWorld and customhelloworld Create an ICM Script that accesses the Network VRU script you just created, and, through the Network VRU script, accesses the HelloWorld application. Note: 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 continue to edit the script: If the file is closed, select File > Open and select Open Mode: Edit If the file is still open, select the Edit Script icon (looks like a set of elements with a pencil beside them). Step 1 Step 2 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry to open the ICM Script Editor. Click File > New > Routing Script. The work area opens and displays a Start icon. Step 3 Click View > Palette to display the work space palette. 135

146 Section D: ICM Scripting Configuration for CVP Chapter 9: Comprehensive Call Flow Model Exercise Figure 88: 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 below. 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. Refer to Add ECC Variables to ICM (page 126). 136

147 Chapter 9: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Figure 89: ICM - Create Call Script - Add Set Variable Elements Step 5 You will use the first variable box to identify the CVP 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 CVP server, in the Value box, enter: " e. Click OK to save the variable definition. Figure 90: ICM - Create Call Script - Define user.microapp.media_server 137

148 Section D: ICM Scripting Configuration for CVP Chapter 9: Comprehensive Call Flow Model Exercise Step 6 The second variable defines the location of the application media library. Choose user.microapp.app_media_lib from the Variable drop-down, and set the value of the variable to two dots as shown below (create a relative reference to the directory). Figure 91: 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 ICM script, it defines the HelloWorld application; you will identify the other application when you create the second ICM script. Again, the Object Type is Call. Choose user.microapp.toextvxml[] from the Variable drop-down. 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 below. Figure 92: 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 ICM to append the name/value pairs in user.microapp.toextvxml to the URl of the external VXML server. For this variable again use Call for the Object Type. Select user.microapp.usevxmlparms from the Variable drop-down box. Enter "N" for the Value, including the quotation marks, as shown below. 138

149 Chapter 9: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Figure 93: ICM - Create Call Script - Define user.microapp.usevxmlparams Step 9 Step 10 On the Palette, click 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). Step 11 Step 12 Step 13 Step 14 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 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 button) and move to the middle of the End object and release the mouse button. You should see something similar to the example below. 139

150 Section D: ICM Scripting Configuration for CVP Chapter 9: Comprehensive Call Flow Model Exercise Figure 94: ICM - Create Call Script - Connect Elements Step 15 Click Script > Validate. You should receive a message with no errors but one warning: Fail connection is missing. For this exercise we have not set up a fail condition. We use only the standard error message generated automatically by the system. Figure 95: ICM - Create Call Script - Validate Script Step 16 Step 17 Step 18 Step 19 Step 20 Click File > Save and name the script: HelloWorld_ICM_Script and click Save. You will 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, click File > Save As and save a copy of the first script as cutomhelloworld_icm_script. To edit the newly saved script, click Script > Edit Script. You will need to 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 will need it again for the Create a Call Type Manager Entry and Associate it with a Call Schedule task. 140

151 Chapter 9: Comprehensive Call Flow Model Exercise Section D: ICM Scripting Configuration for CVP Create a Call Type Manager Entry Routing Script and Call Schedule On the ICM Server, using the ICM Script Editor tool, create routing scripts that handle incoming calls used in this exercise. Step 1 Step 2 Step 3 Step 4 If the Script Editor is minimized, open it; or, to open the editor, from the ICM server's 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, 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 b. Caller-entered digits: All c. Call Type: TestCallsHelloWorld (the call type you created earlier) d. Click OK to complete the entry. Step 5 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. Step 6 On the Call Type Manager window, click the Schedules tab and select TestCallsHelloWorld from the Call type drop-down box. 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. 141

152 Section E: Configuring Unified Communications Manager Chapter 9: Comprehensive Call Flow Model Exercise Step 7 Step 8 Step 9 Repeat the sub-steps 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: Configuring Unified Communications Manager The Cisco Unified Communications Manager interfaces with 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 created the needed trunks and route patterns, refer to Modify the Exercises to Use a VoIP Phone through Unified Communications Manager (page 25). Complete the Main Exercise Place calls into the system using the two configured numbers. Because the POTS calls are converted to VoIP and sent to ICM, the numbers for POTS originated and VoIP originated calls are the same. Place the following calls: 1. To access HelloWorld: You should immediately hear brief music followed by the message: You have successfully installed the Cisco VXML server. 2. 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. Note: If you do not hear the expected response, refer to Troubleshooting the Comprehensive Call Flow Exercise (page 171). Begin with the sub-section Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise (page 171). 142

153 Chapter 9: Comprehensive Call Flow Model Exercise Add Call Transfer to the Exercise Add Call Transfer to the 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. Refer to Identify and Configure the CVP Call Server in the Operations Console (page 105). In the following steps you will modify the customhelloworld ICM call script to include a transfer to a specific phone after the message is played. Modify the customhelloworld ICM Script to Transfer the Call To transfer the call, complete the following steps: Step 1 Step 2 Step 3 Step 4 Step 5 Double-click the ICM Admin Workstation icon, then double-click the Script Editor entry to open the ICM script editor. Click File > Open > customhelloworld_icm_script to open your previously developed ICM script that targets the CVP customhelloworld voice application. Click View > Palette to display the work space palette. Click 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 96: ICM Script - Add Call Transfer Label Step 6 Step 7 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. 143

154 Add Call Transfer to the Exercise Chapter 9: Comprehensive Call Flow Model Exercise Step 8 Complete the following sub-steps 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's configuration. Figure 97: ICM Script Editor - Configure Label Step 9 Position the Label element and the End element as shown below. a. Click the Check Mark exit on Run Ext. Script and create a connection to the Label element. b. Click the Label element X and create a connection to the End element as shown. Figure 98: ICM Script Editor- Transfer Call 144

155 Chapter 9: Comprehensive Call Flow Model Exercise Add the Reporting Elements to the Exercise Step 10 Click File > Save to save and deploy the modified call script. Note: You will 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 the call's failure. It uses only the built-in error messages. Step 11 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 and then the call should connect to the transfer phone. Add the Reporting Elements to the Exercise To add Unified CVP's built-in reporting using an Informix database, refer to Unified CVP VXML Server with Reporting (page 77). 145

156 Add the Reporting Elements to the Exercise Chapter 9: Comprehensive Call Flow Model Exercise 146

157 Expand the Initial Exercises Use this chapter to experiment with additional CVP capabilities. You can add these features to the standalone exercises or the comprehensive exercise. This chapter contains the following topics: Chapter 10 Use the CVP VXML Server as a Media Server for Your Custom Media Files, page 147 Process User Input, page 150 Use the CVP VXML Server as a Media Server for Your Custom Media Files This topic explains how to easily set up the CVP VXML server as a media server and how to create media files with the proper characteristics to work with the VXML server. The topics cover the following requirements: Modify the directory structure of the VXML server to support media files. Create a media file with properties that the VXML server can use. Modify the Call Studio script, or the ICM script to use the new "media" server. Modify the CVP Server Directory Structure to Work as a Media Server As part of the prerequisites for these exercises, you installed the CVP software on the CVP all-in-one-box server. During the installation process, one option you could have checked was System Media Files on the Select Packages window. Refer to Install CVP Components (page 34). This selection creates two sub-folders on the CVP server as follows: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app 147

158 Use the CVP VXML Server as a Media Server for Your Custom Media Files Chapter 10: Expand the Initial Exercises 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 CVP 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. Step 1 If you did not select System Media Files during your CVP installation, in the CVP all-in-one-box server, go to the following folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps Step 2 Step 3 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 Step 4 The CVP 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 could place any media files in it, as long as the media files conform to a codex supported by the VXML server as covered in Create a Media File with Proper Codex Properties (page 148). Create a Media File with Proper Codex Properties After creating the required folder for the VXML server (the previous task), you need to create the actual custom media file using a codex that the VXML server supports. One way to create the media file is to use Windows Sound Recorder as explained in the following steps: Step 1 On a PC that has a microphone installed, select Start > Programs > Accessories > Entertainment > Sound Recorder. Step 2 Step 3 Step 4 Step 5 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. Click 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. 148

159 Chapter 10: Expand the Initial Exercises Use the CVP VXML Server as a Media Server for Your Custom Media Files Step 6 Step 7 For Save as Type, leave the default Sounds (".wav). Click Change. The Sound Selection window displays. Step 8 Step 9 Step 10 Step 11 For Format, from the drop-down, 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, then Save to save the audio file. Copy/transfer the newly created media file to the CVP all-in-one-box server to the folder: 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: Step 1 Step 2 Step 3 Access the CVP 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 Deselect Use Default Audio Path if it is selected. In the URI box enter: IP for CVP all-in-one-box server>: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. Step 7 Step 8 Step 9 Step 10 Save the modified application. You should not receive any error messages. 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 and double-click updateapp.bat to update the voice application on the VXML server. Press any key to close the command window. 149

160 Process User Input Chapter 10: Expand the Initial Exercises Step 11 Place the call to the customhelloworld application: for the comprehensive exercise, for the standalone exercises. Process User Input Prerequisites: complete the custom media file exercise. Refer to Use the CVP VXML Server as a Media Server for Your Custom Media Files (page 147). The following exercise asks a user to press either 1 or 2, then processes their choice (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 Tell the user to press either "1" or "2" YouPressedOne.wav Confirm the user's choice was "1" TwoIsBetter.wav Confirm the user's choice was "2" JustDontGetIt.wav Indicate that the user pressed something other than "1" or "2" holdmusic.wav This is a preexisting file. Use it to indicates that the user did not press anything, even after a second prompt. To create the custom media files, refer to the topics in Use the CVP VXML Server as a Media Server for Your Custom Media Files (page 147). Place the files in C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app. Note: For the file holdmusic.wav, just copy it from C:\Cisco\CVP\OPSConsoleServer\GWDownloads to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app. After you create and add the above files, complete the steps in the next task to modify the customhelloworld script to prompt the user, accept the user's input, and play the proper choice media file. Modify customhelloworld for User Input In this exercise you modify the customhelloworld voice application to accept a user's input (a number) and provide audio feedback based on the number key the user pressed. The task below assumes you completed the tasks in Use the CVP VXML Server as a Media Server for Your Custom Media Files (page 147). Step 1 Access the CVP all-in-one-box server using a program such as VNC Viewer. 150

161 Chapter 10: Expand the Initial Exercises Process User Input Step 2 Step 3 Step 4 Step 5 Step 6 Open the Call Studio application and open the customhelloworld voice application you modified in Use the CVP VXML Server as a Media Server for Your Custom Media Files (page 147). Select the Audio_01 element, click it and rename the element to choices. Again, select the Audio_01 element and click the Audio tab and expand the Audio Groups tree to access audio item 1. Use Default Audio Path should be deselected. In the URI box enter: IP for CVP all-in-one-box server>:7000/en-us/app/choiceschoices.wav using forward slashes. 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: 151

162 Process User Input Chapter 10: Expand the Initial Exercises 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. 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 sub-steps to create the three decisions shown in the sample screen shot below: Figure 99: 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 152

163 Chapter 10: Expand the Initial Exercises Process User Input 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. e. Press 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 above sub-steps 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 below. You will make the connections in the next step. 153

164 Process User Input Chapter 10: Expand the Initial Exercises Figure 100: Call Studio - Logic for Getting User Input Step 24 To connect the elements, complete the following sub-steps: a. Right click choices, select Exits 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, connect U Pressed 1 to the U_Pressed_1 audio element, and connect 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 example above. Step 25 Right click customhelloworld in the Navigator tree and select Validate. You should see Validation successful in the status bar at the bottom of the Builder window. If there is a validation issue, it displays in the Call Studio Problems window/tab below the work area. Step 26 Save the modified application. You should not receive any error messages. 154

165 Chapter 10: Expand the Initial Exercises Process User Input Step 27 Step 28 Step 29 Step 30 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 and double-click updateapp.bat to update the voice application on the VXML server. Press any key to close the command window. Place the call to the customhelloworld application: for the comprehensive exercise, for the standalone exercises. You should receive the following results: User presses 1 YouPressedOne.wav User presses 2 TwoIsBetter.wav User presses any other digit DontGetIt.wav User does not press a digit ChoicesChoices.wav and then holdmusic.wav 155

166 Process User Input Chapter 10: Expand the Initial Exercises 156

167 Chapter 11 Troubleshooting Tips and Techniques This section provides common troubleshooting tips and techniques you can use to troubleshoot the getting started exercises and your own CVP projects. This chapter contains the following topics: General Troubleshooting Notes, page 157 Voice Gateway Troubleshooting Issues and Tips, page 160 VXML Server Troubleshooting Issues and Tips, page 165 Call Server Troubleshooting Issues and Tips, page 168 Reporting Server Troubleshooting Issues and Tips, page 168 Call Studio (customhelloworld) Troubleshooting Issues and Tips, page 169 Troubleshooting the Comprehensive Call Flow Exercise, page 171 Using ICM Script Monitoring to Track a Call's Progress, page 175 General Troubleshooting Notes This section summaries general troubleshooting tips. It references other sections of the troubleshooting chapter for specific procedures. Note: The following section applies to both standalone and comprehensive exercises. Common Audio Responses, Error Messages, and Issues with Solutions The following table summaries 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. Message or Issue Synopsis You place a test call and immediately receive a busy signal. Common Causes and Troubleshooting References Check the following: 157

168 General Troubleshooting Notes Chapter 11: 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 Refer to Transfer Bootstrap and.wav Files to the Gateway (page 53). A busy signal is the response on a POTS phone if you dial a number that is not configured in the exercise. Call immediately hangs up with no voice messages or any other indication of the problem; or rings once and hangs up. Check the following: Access the voice gateway and, using the dir command, be sure you transferred CVPSelfServiceBootstrap.vxml from the 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. Refer to Transfer Bootstrap and.wav Files to the Gateway (page 53). Try the call again. If you then receive the critical error message, examine the critical error entry in this table for more suggestions. You hear holdmusic.wav, or, you should hear If you set up the alternate response version of the customhelloworld voice holdmusic.wav and you hear a TTS response. application (which was the holdmusic.wav file), this is the proper response to the customhelloworld exercise. Your call cannot be completed as dialed. Please consult your directory and call again, or ask your operator for assistance. 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.) Double-check the URI information you entered for customhelloworld in Call Studio. Refer to Optionally, Modify and Redeploy (Update) the customhelloworld Application as a Non-TTS Exercise (page 74). 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's running configuration file. Be sure there is a dial-peer defined for the number you called. 158

169 Chapter 11: Troubleshooting Tips and Techniques General Troubleshooting Notes For VoIP calls, be sure you have created the proper route pattern in Communications Manager for the dial number you used. Refer to Define the Route Patterns (page 30). 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's application definition for HelloWorld and ensure that the IP address you used when you edited the file is correct for the CVP VXML server. If the error occurred when you dialed the number for customhelloworld, examine the voice gateway's application definition for customhelloworld and ensure that the IP address you used when you edited the file is correct for the CVP 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. Refer to Deploy the Custom Application on the VXML Server (page 72). 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 (above the table beside the Refresh selection) to refresh the table display. Check the CVP server status from the physical server that hosts it. If the CVP server is down, the VXML server is also down. Try restarting the CVP server, then recheck the VXML status in the Operations Console (System > Control Center) to see it the VXML server is now Up. I'm sorry, we are experiencing difficulties. Please call back at a later time. Check the following: From the Operations Console select System > Control Center and verify that the VXML server's 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. For additional customhelloworld exercise troubleshooting, refer to Call Studio (customhelloworld) Troubleshooting Issues and Tips (page 169). 159

170 Voice Gateway Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques We are currently experiencing heavy call Things to consider: 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. You may have tried to make calls immediately after you restarted the CVP server. This could cause calls to "back up" because they are not ending properly. To check for "backed up calls," on the 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 CVP 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's name is spelled properly in the gateway's configuration, including upper/lower case. Examples: HelloWorld and customhelloworld Voice Gateway Troubleshooting Issues and Tips The following topics provide troubleshooting help and management tips for the voice gateway shown in the flow charts for the getting started exercises. Refer to Call Flow Model Exercises Used in this Guide (page 10). Verify that the Voice Gateway is Added to the Operations Console and is "Reachable" You added the voice gateway to the Operations Console in Add the Voice Gateway to the Operations Console (page 49). Verify that the gateway is defined to the console and is "reachable" as follows: 1. Using VNC Viewer or a similar program, access the CVP server or virtual machine and start the Operations Console program: Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 2. Log into the Operations Console using the password you established during the CVP installation process. 3. From the Operations Console menu, select: Device Management > Gateway. You should see a list of all the gateways you have defined. Each gateway's status should be Configured. 160

171 Chapter 11: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips 4. Using the radio button to the left of the gateway name, select the gateway you are using for these exercises and click Edit. 5. Select IOS Commands > Show Version. After a few seconds you should see the version information that the Operations Console retrieved from the gateway. 6. 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. Refer to Add the Voice Gateway to the Operations Console (page 49) 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. Gateway Command Line Commands Useful for the Exercises The following table lists gateway command line commands that are useful for these exercises. 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 Description Enter enable mode. You must be in this mode to perform most operations except viewing logs. You will need to furnish the gateway's enable password. Displays help. If you are listing a configuration file on the gateway, 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 Using Terminal Configuration Mode to Alter the Running Configuration (page 164). 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's root directory. Press <Enter> at the initial confirmation. Then y <Enter> to complete the copy command. Copies the startup configuration to the filename you specify. The file will be created in the gateway's root directory. Press <Enter> at the initial confirmation. Then y <Enter> to complete the copy command. Overwrites the current startup configuration file with the current running configuration. 161

172 Voice Gateway Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques copy <mysavedconfig> startup dir del <somefilename> more <somefilename> debug 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. Deletes a filename such as a configuration file you previously saved. The system will provide two confirmations. For the first, just examine the filename and path and be sure it is correct, then press <Enter>. If you try to confirm the first message with a y, the system will try 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, <Spacebar> to display an additional screenful of lines. There are a large number of debug commands. These commands put additional information into the gateway's 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 entry/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 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's 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. Add back specific logging. Command to Use or Suggestion Regarding Issue no debug all clear log Commands to add back specific logging: 162

173 Chapter 11: Troubleshooting Tips and Techniques Voice Gateway Troubleshooting Issues and Tips Default debugging for all dial peers debug voip dialpeer default VXML subsystem entry/exit messages debug voip app vxml inout SIP debugging debug ccsip all Example Log message received: Check the application definition in the gateway **CVP**85C28020C56C11DD800ED5D4E76F3954**helloworld**ERROR: configuration. Be sure the name of the application is entered , CVP VXML Server emergency exactly as the application is actually spelled. error occurred such as an invalid application. Call is dropped. For example: HelloWorld, and customhelloworld You receive a URL in the log file. Try copying the URL information and pasting it into your browser. The browser should display additional information. View, Copy, Print the Voice Gateway Configuration File You can use the following procedure to access the gateway's configuration file to verify that the modified file you created properly supports the getting started exercises. You added the voice gateway to the Operations Console in Add the Voice Gateway to the Operations Console (page 49). Access either the startup-config or the running-config file from the Operations Console as follows: 1. Using VNC Viewer or a similar program, access the CVP server or virtual machine and start the Operations Console program: Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 2. Log into the Operations Console using the password you established during the CVP installation process. 3. From the Operations Console menu, select: Device Management > Gateway. You should see a list of all the gateways you have defined. Each gateway's status should be Configured. 4. 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). 5. Select IOS Commands > Show running-config (or Show Startup-config). After a few seconds you should see the gateway's configuration file. 6. You can now examine the file, or copy the file using a mouse or standard Windows select and copy operations, then paste the file into Notepad for further examination or printing. Gateway Configuration File The following are general notes about the contents of the gateway configuration file: For the most part, all items in the configuration file are case insensitive. However, when defining a voice application to the gateway, the value for the parameter CVPSelfService-app 163

174 Voice Gateway Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques must be given exactly as the application is stored on the CVP server. For example: param CVPSelfService-app HelloWorld (upper and lower case) is used because that application is stored on the CVP 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 would 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; it has not changed and is not affected. Using Terminal Configuration Mode to Alter the Running Configuration Entering config t on the command line, causes 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's configuration, you have the definitions for several applications. If you wish to change a specific line of a specific application's definition using config t mode, first you would need to enter the sub-modes needed to identify the exact line you wish 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 You would need to enter the following commands to change just that line of the gateway configuration: 1. config t Enter configuration terminal mode from enable mode. 2. application Switch to the "application" sub-mode. The system appends "-app" to the prompt, example: ccub-doc-gw4 <config-app># 164

175 Chapter 11: Troubleshooting Tips and Techniques VXML Server Troubleshooting Issues and Tips 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 Issues and Tips The following topics provide general troubleshooting procedures for the VXML server as well as tips for specific issues. Check the Status and/or Restart the VXML Server You can check the status of the VXML server (either UP or Not Reachable), and you can shut down and restart the server, from the CVP Operations Console as follows: 1. Using VNC Viewer or a similar program, access the console of the CVP server or virtual machine. 2. Start the Operations Console program: Start > Programs > Cisco Unified Customer Voice Portal > Operations Console. 3. Log into the Operations Console using the password you established during the CVP installation process. 4. From the Operations Console menu, select: System > Control Center. 5. Check the status of the VXML server. It should be Up. 6. Depending on the issue you are trying to remedy, you may 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 the Start or Shutdown button. 7. A status message indicates that the command has been sent to the server. Wait at least one minute then reselect System > Control Center from the menu and recheck the server's status. 165

176 VXML Server Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques 8. Apply another operation (Start or Shutdown) as needed. Restart the VXML Server Using Windows Services Management The VXML server is actually a service running on the CVP server. You can restart the VXML server by restarting the VXML service from Windows Services management on the CVP server as follows: 1. Access Windows Services management: My Computer (rt click) > Manage > Services and Applications > Services. 2. Highlight Cisco CVP VXML Server. The service's description displays to the left of the entry. 3. Within the description, click Restart. Note: This method will restart the service more quickly than restarting it through the Operations Console using System > Control Center. VXML Server Not Reachable If you check the status of the VXML server from the Operations Console and its status is Not Reachable, try the following: Try the methods to restart the server from within the Operations Console and from Windows Services Management as explained in Check the Status and/or Restart the VXML Server (page 165) and Restart the VXML Server Using Windows Services Management (page 166). Reboot the CVP all-in-one server, then recheck the VXML server's status in the Operations Console. It must be Up to successfully perform the exercises. Access the 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. To access the batch files: 1. Open a file browser within the CVP all-in-one-box server. 2. Browse to the location of the application you wish to administer, as follows: C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin 166

177 Chapter 11: Troubleshooting Tips and Techniques VXML Server Troubleshooting Issues and Tips The following table describes each batch file. Batch File Name deployapp.bat Batch File Use Deploy your custom application to the VXML server. Note: Be sure to use deployapp.bat not deployapp.sh. releaseapp.bat resumeapp.bat suspendapp.bat updateapp.bat status.bat Suspends the application then, after all calls are handled, removes it from the server's 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, 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 Access, Read, and Clear the VXML Server Log Files 1. Open a file browser within the CVP all-in-one-box server. 2. Browse to the location of the application you wish to examine, as follows: C:\Cisco\CVP\VXMLServer\applications\HelloWorld\logs C:\Cisco\CVP\VXMLServer\applications\customhelloworld\logs The following table describes the log files in each log folder. Log Folder Name ActivityLog AdminLog CVPDatafeedLog CVPSNMPLog ErrorLog Log File Use Provides start and exit information for each element in the voice application in each phone call's call flow. Provides a log of administrative operations such as start server, deploy and application, update and application, etc. 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. 167

178 Call Server Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques Call Server Troubleshooting Issues and Tips The earlier section Common Audio Responses, Error Messages, and Issues with Solutions (page 157) contains error indications that include problems with the call server. The following information supplements that section. 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 ICM. In the comprehensive exercise, a status of partial usually indicates a problem with the configuration of the PG connecting CVP to ICM. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174). Note: You do not need a license file for the test implementation of the call server. However, the test implementation is limited to thirty 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. Reporting Server Troubleshooting Issues and Tips 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. Select: System > Control Center From the Operations Console menu, select: Device Management > Reporting Server > click the reporting server's link. On the Edit Reporting Server Configuration window, click: Statistics. You should see events received and you should see Database Writes. If you see events, but do not see database writes, be sure you followed the prerequisite below: The CVP VXML Standalone Server with Reporting CVP exercise uses the Reporting Package, one of the CVP installation selections. This package requires the hostname or Windows's hostname for the CVP server to be 12 characters or less and the hostname cannot include any dashes. In the example exercises, the CVP server's hostname is DOCCVP801. If the hostname does meet these requirements, the exercises will work properly, and will create call reporting events. However, no data will be written to the Informix database. 168

179 Chapter 11: Troubleshooting Tips and Techniques Call Studio (customhelloworld) Troubleshooting Issues and Tips Call Studio (customhelloworld) Troubleshooting Issues and Tips The following table includes common problems encountered in Call Studio when creating the customhelloworld voice application. Call Studio Issue You attempt to validate the customhelloworld application and receive the message: customhelloworld: Validation failed. Please see Call Studio Problems view for details. Possible Resolutions and Troubleshooting References 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 &. You are trying to deploy the voice application on the VXML server. If you see the message: Windows cannot open this file: deployapp.sh. Use the Web service to find the appropriate program. 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 referred 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 to indicate that you do want the application to return a value when there is a call received. To see an example of the error and its resolution, refer to CVP Subdialog Return - Caller Input Error (page 170). You need to use deployapp.bat, not deployapp.sh. You are trying to deploy the voice application on The error message continues: the VXML server and see a message indicating: the application is loaded and is running however This could happen if loggers encountered errors on initialization errors were encountered while initializing the which prevented them from being activated. It could also happen if application. start of application class(es) that were configured not to cancel the deploy/update encountered errors while executing. See the application's error log or the global error log for descriptions of the error(s) encountered. You attempt to deploy the customhelloworld application from within Call Studio and receive the message: Validation Failed. Ignore this message for these exercises. From Call Studio, examine the following: Call Studio Problems tab below the design window provides configuration error information. Use Default Audio Path must be deselected so that the application provides the defined path, not the default path, when you implement the non-tts version of the exercise. You complete the customhelloworld exercise and call its DN and receive the message: Complete the following actions to help isolate the problem: 169

180 Call Studio (customhelloworld) Troubleshooting Issues and Tips Chapter 11: Troubleshooting Tips and Techniques I'm sorry, we are experiencing difficulties. Please call back a later time. Place the HelloWorld call from Exercise #1 (assumes you previously performed Exercise #1 successfully). Note: If the HelloWorld call goes through, the voice gateway, VXML server, and Unified Communications Manager are all working and the issue is with some aspect that is unique to the customhelloworld implementation. On the CVP server, from C:\Cisco\CVP\VXMLServer\admin, run status.bat 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. If you are performing the TTS version of this exercise, be sure 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 it is up. If you are performing the non-tts version of the exercise, be sure the link to the audio file is typed correctly in the URI box and the name of the.wav file is spelled correctly. Be sure the wave file you are trying to access (non-tts version of the customhelloworld exercise) has been copied to: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio. Access the voice gateway configuration file and verify that it properly points to the TTS server. Refer to View, Copy, Print the Voice Gateway Configuration File (page 163) and to Modify the Supplied Gateway "Changes" File to Use with the Getting Started Exercises (page 54). You call the customhelloworld DN and instead of the expected holdmusic.wav response, you hear the TTS response you created earlier. 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. CVP Subdialog Return - Caller Input Error The CVP Subdialog Return element requires a yes or no value for its Call Input parameter. In the screen shot below, the user first left the Caller Input value blank. When the user tried to "validate" the application, the user received error shown in "Call Studio Problems." The screen shot shows 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. 170

181 Chapter 11: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise Figure 101: Call Studio - CVP Subdialog Return Element - Caller Input Error Troubleshooting the 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. Quick Troubleshooting Checks for the Comprehensive Call Flow Exercise For the comprehensive exercise, there are a number of servers and services that must be Up. It is very possible that one or more of these elements was turned off or not enabled during the configuration process. The following quick checks show you the condition of these elements and, if they are not up, how to turn them on. The checks also present likely causes for their not ready conditions: 171

182 Troubleshooting the Comprehensive Call Flow Exercise Chapter 11: Troubleshooting Tips and Techniques ICM Services Log into the Unified ICM server and double click the ICM Service Control icon. Some of these services are shut down during configuration. If necessary, select any of the following services that are Stopped and click Start. Cisco ICM icm Distributer Cisco ICM icm LoggerA Cisco ICM icm RouterA Note: Where icm is the Unified ICM instance you are using for this exercise. CVP Servers Log into the CVP all-in-one-box server and open the Operations Console. Select System > Control Center. The call server should be Up. If it is Down, or if its status is Partial: Examine the Hostname and IP address, if this information is correct, select the server and click Start, select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. If the hostname is incorrect, click the server's link and make the change, then click Save & Deploy. If the IP address is incorrect or if you need to select services to activate (ICM, IVR, and SIP should be selected), you must delete this definition and add a correct one. Refer to Identify and Configure the CVP Call Server In the Operations Console (page 105). 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 Save & Redeploy the VXML server. If the status of the CVP call server is Partial, check the status of the Peripheral Gateway, as described in the next main bullet: Peripheral Gateway on the CVP Server. The VXML Server should be Up. If it is Down: Examine the Hostname and IP address, if this information is correct, select the server and click Start, select Refresh: Every 30 Seconds, and click Go. Wait at least two minutes. If you need to change the server's definition, click the server's link. You can update the Hostname and Primary Call Server selections, but if the IP address is wrong, delete the definition and add one with the proper IP address. Refer to Add the CVP VXML Server to the CVP Operations Console (page 108). You must click Save & Deploy to make your changes effective. Note: If you must delete the VXML server definition and add one with a corrected IP address, you will need to redeploy the customhelloworld voice application. Refer to Deploy the Custom Application on the VXML Server (page 72). The Gateway's 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's entry in the table and on the Edit Gateway Configuration window, select IPS Commands > Show Version. You should 172

183 Chapter 11: Troubleshooting Tips and Techniques Troubleshooting the Comprehensive Call Flow Exercise see the version information for the gateway. If you get 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's server. You may need to reload the server. Peripheral Gateway on the CVP Server Log into the CVP server and double click the ICM Service Control icon. If the PG is not running, try to start it. If it does not start, refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174). Communication Manager Point a browser at the CM server and log into the administration interface. Select Device > Trunk > Find and verify that you have route patterns defined for the comprehensive call flow exercise ( and in this example). The dial numbers should be associated with a "CVP trunk" that is, a trunk you defined that points to the CVP server. (Scroll down and examine the SIP Information section's Destination Address field. TTS Server If HelloWorld works properly, but customhelloworld does not (and you are using the TTS version of customhelloworld), log into the server that is hosting the TTS server and verify that the TTS server is running. HelloWorld and customhelloworld Applications To verify that these voice applications are running on the VXML server, log into the CVP server and, using a file browser, go to C:\Cisco\CVP\VXML Server\admin, and double-click status.bat. The command window that opens provides the status of HelloWorld and customhelloworld. If they are not Running, refer to Access the VXML Server Administrative Batch Files (page 166). Common Problems with the Comprehensive Exercise Error Response or Message Neither DN provides any response...the line is silent and the call does not connect or terminate. The following table includes common symptoms and possible causes for failure of the comprehensive exercise calls. Note: The table below focuses on ICM-specific and comprehensive-unique issues. Many issues common to the standalone exercises, have their counterparts in the comprehensive exercise. Refer to the troubleshooting tips in Common Audio Responses, Error Messages, and Issues with Solutions (page 157) for more suggestions and for other error messages. Possible Causes Open the ICM Service Control tool. If Cisco ICM icm RouterA is not started, it will cause this effect. Some PG issues will cause the issue of "no response at all". For example, the PG type must be type 10. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174). One DN works properly, but Open the ICM Script Editor with the script for the call that does not work. Select Script the other does not work. > Monitor Script and place the call again. Monitor mode will indicate how far the call is processed through the script. 173

184 Troubleshooting the Comprehensive Call Flow Exercise Chapter 11: Troubleshooting Tips and Techniques Be sure you have saved the latest ICM call script. If it was not saved, save the script and retry the call. I'm sorry, we are experiencing difficulties. Please call back at a later time. There is no response to the call. Check the connections on the calls script, refer to Add Call Transfer to the Exercise (page 143). 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.toextvxml will cause this problem. 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. There is no response and the call disconnects after a few seconds. An incorrectly spelled or configured user.microapp.media_server will cause this problem, for example, if the IP address is not the CVP server's IP address. An incorrectly spelled or configured user.microapp.app_media_lib will cause this problem. 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. I'm sorry, we are currently In Script Monitor mode, check the ICM script editor for the DN. Is the script connected experiencing system properly? Refer to the configuration screen shots in Add Call Transfer to the Exercise (page problems and are unable to 143). process your call. Please try again later Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174). The customhelloworld message plays, but the call does not transfer to the designated VoIP extension. Busy Signal Be sure you properly created the Dialed Number entries using the correct numbers for this exercise. Refer to Configure Dialed Numbers (page 132). Once you create the proper DN entry, you must also create the proper Call Type Manager entry for the new DN. Refer to Create a Call Type Manager Entry Routing Script and Call Schedule (page 141). In Script Monitor mode, check the ICM script editor for customhelloworld. Is the script connected properly? Check the connection from RunExt. Script to Label; it must be connected from the checkmark to the Label element. Refer to the configuration screen shots in Add Call Transfer to the Exercise (page 143). Open the CVP Operations Console and select System > Control Center. The status of the CVP call server is Partial. Refer to Troubleshooting the PG Installed on the Unified CVP Server (page 174). Troubleshooting the PG Installed on the Unified CVP Server The following table lists configuration elements that can prevent the PG from working. It also shows where those elements are found so you can check them for accurate configuration. 174

185 Chapter 11: Troubleshooting Tips and Techniques Using ICM Script Monitoring to Track a Call's Progress Note: If you need to modify the PG configuration, first you must stop the PG service. Be sure to restart the service after you save the new configuration. To stop and start the service, log into the CVP server and double click the ICM Service Control icon. Select the PG service and click Stop or Start as appropriate. Indication Possible Causes When you run icmsetup on the CVP system, you must use the same instance name that you used to create the ICM instance on the ICM system. Check the instance names by running icmsetup. Indication: The status of the CVP You must enter the number of PGs as a range (1-2 in this example). Refer to Verify call server is partial but if you Enough PG Places Have Been Allocated on ICM (page 110). change the CVP PG instance to "2" the example works. Indication: The status of the CVP The ICM system assigns this number when you add the PG using icmsetup on the call server is partial. ICM system. Indication, message: I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later. Indication: there is no response at all when you make either the or the call. On the CVP system, run icmsetup. On the Peripheral Gateway Component Properties window, enter the same Logical Controller ID the ICM system assigned previously In this exercise, the gateway's 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, select: Tools > Explorer Tools > Network VRU Explorer. To check for the proper PG type, in the ICM Communication Manager, select: Tools > Explorer Tools > Network VRU Explorer. Click Retrieve then select the PG you created and examine its configuration. Using ICM Script Monitoring to Track a Call's Progress The ICM scripting tool provides a monitoring mode that enables you to track the progress of a call through the ICM script. This is especially helpful for complex scripts but even for the simple scripts in the comprehensive exercise, the feature provides the following valuable information: Indicates whether or not the call reached the 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: 175

186 Using ICM Script Monitoring to Track a Call's Progress Chapter 11: Troubleshooting Tips and Techniques Step 1 Step 2 Log into the ICM server and open the script editor. Open the script you wish 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 102: ICM Scripting Tool - Monitoring Turned On Step 3 Place a call and wait a few seconds. In the following example, the user placed five calls with the following results: The 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. None of the calls was sent to the error path as indicated by the 0% box. 176

187 Chapter 11: Troubleshooting Tips and Techniques Using ICM Script Monitoring to Track a Call's Progress Figure 103: ICM Scripting Tool - Monitoring Results Note: In the comprehensive exercise you create two ICM scripts. To monitor the calls from the other dialed number, switch to the other ICM script. 177