Operations Console User's Guide for Cisco Unified Customer Voice

Operations Console User's Guide

for Cisco Unified Customer Voice PortalRelease 8.0(1)

June 2012

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Table of Contents

1. The Unified CVP System.............................................................................................................................7Introduction.................................................................................................................................................8

Key Features and Benefits.....................................................................................................................8Using the Operations Console .................................................................................................................10

Logging In to the Operations Console.................................................................................................11Using the Cisco Unified Customer Voice Portal Page..........................................................................12Getting Acquainted with the Operations Console Menu Options.........................................................13Where to Find More Information..........................................................................................................16Logging Out from the Operations Console..........................................................................................18Viewing System-Level Operation States..............................................................................................18Transferring Script and Media Files.....................................................................................................19

Important Changes in Unified CVP 8.0....................................................................................................20Error Handling .........................................................................................................................................21Using the Control Center..........................................................................................................................22

Viewing Devices by Type.....................................................................................................................23Viewing Devices by Device Pool..........................................................................................................23Viewing Device Status.........................................................................................................................24Viewing Device Statistics.....................................................................................................................28Viewing Device Associations...............................................................................................................29Viewing Infrastructure Statistics...........................................................................................................29Infrastructure Statistics........................................................................................................................30ICM Service Call Statistics...................................................................................................................32IVR Service Call Statistics...................................................................................................................35SIP Service Call Statistics...................................................................................................................37Gatekeeper Statistics...........................................................................................................................39Gateway Statistics...............................................................................................................................40Unified CVP VXML Server Statistics....................................................................................................41VXML Server (Standalone) Statistics..................................................................................................43Viewing Pool Statistics.........................................................................................................................43Video Media Server Statistics..............................................................................................................44Reporting Server Statistics..................................................................................................................45Pool Statistics Tab................................................................................................................................46Sorting Servers....................................................................................................................................47Editing a Device Configuration.............................................................................................................47Starting a Server..................................................................................................................................48Shutting Down a Server.......................................................................................................................49

Using Device Pools...................................................................................................................................49Adding a Device Pool...........................................................................................................................50Editing a Device Pool...........................................................................................................................51Deleting a Device Pool.........................................................................................................................51Adding or Removing a Device from a Device Pool..............................................................................52Finding a Device Pool..........................................................................................................................53

Importing an Operations Console Configuration .....................................................................................54Procedure............................................................................................................................................54

Exporting an Operations Console Configuration......................................................................................55Procedure............................................................................................................................................55

Using the Location Feature......................................................................................................................56Viewing Location Information...............................................................................................................59

Operations Console User's Guide for Cisco Unified Customer Voice Portal Release 8.0(1)

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Inserting Site Identifiers.......................................................................................................................60Deploying Location Information...........................................................................................................60Adding Locations.................................................................................................................................62Editing Location Information................................................................................................................63Deleting a Location..............................................................................................................................64Synchronizing Location Information.....................................................................................................65Viewing Location Deployment/Synchronization Status........................................................................67Finding a Location...............................................................................................................................68

Using SIP Server Groups.........................................................................................................................68Viewing SIP Server Groups.................................................................................................................69Adding a SIP Server Group.................................................................................................................72Deleting a SIP Server Group...............................................................................................................73Editing a SIP Server Group.................................................................................................................74Finding SIP Server Groups..................................................................................................................75Deploying SIP Server Group Configurations.......................................................................................75Viewing SIP Server Groups Deployment Status..................................................................................77

Using Web Services.................................................................................................................................77Configuring Web Services...................................................................................................................78Viewing Web Services Deployment Status..........................................................................................79

Using IOS Configuration...........................................................................................................................80IOS Template Format...........................................................................................................................80IOS Template Management.................................................................................................................82IOS Template Deployment...................................................................................................................84

Courtesy Callback....................................................................................................................................86Procedure............................................................................................................................................87Viewing the Courtesy Callback Deployment Status.............................................................................88

License Conversion..................................................................................................................................89Converting a License...........................................................................................................................90Checking Conversion Status................................................................................................................90Exporting License Strings....................................................................................................................91

2. Managing Devices.....................................................................................................................................93Viewing Device Properties........................................................................................................................93

Offline View..........................................................................................................................................93Online View..........................................................................................................................................94Viewing Device Information.................................................................................................................94

Finding a Device.......................................................................................................................................95Procedure............................................................................................................................................95Getting Device Statistics......................................................................................................................95

Unified CVP Licensing..............................................................................................................................96Configuring a Call Server.........................................................................................................................97

Adding a Call Server............................................................................................................................98Editing a Call Server..........................................................................................................................130Deleting a Call Server........................................................................................................................131Finding a Call Server.........................................................................................................................132Viewing Call Server Statistics............................................................................................................132Call Server Configuration Settings.....................................................................................................133Applying a License to a Call Server...................................................................................................134

Configuring a Reporting Server..............................................................................................................135Adding a Reporting Server................................................................................................................136Editing a Reporting Server................................................................................................................140Deleting a Reporting Server..............................................................................................................150


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Applying a License to a Reporting Server.........................................................................................151Finding a Reporting Server................................................................................................................152

Configuring a Unified CVP VXML Server...............................................................................................152Adding a Unified CVP VXML Server..................................................................................................153Editing a Unified CVP VXML Server..................................................................................................155Deleting a Unified CVP VXML Server................................................................................................156Unified CVP VXML Server General Properties..................................................................................157Unified CVP VXML Server Configuration Properties.........................................................................158Unified CVP VXML Server Infrastructure Settings.............................................................................160Inclusive and Exclusive VXML Filters for Reporting...........................................................................161Transferring VXML Application Files..................................................................................................164Downloading a Log Messages XML File...........................................................................................165Editing the Log Messages XML File..................................................................................................166Unified CVP Event Severity Levels....................................................................................................167Uploading a Log Messages XML File................................................................................................167Applying a License to a Unified CVP VXML Server...........................................................................168Finding a VXML Server......................................................................................................................169

Configuring a Unified CVP VXML Server (Standalone)..........................................................................170Adding a Unified VXML Server (Standalone).....................................................................................170Deleting a Unified CVP VXML Server (Standalone)..........................................................................172Editing a Unified VXML Server (Standalone).....................................................................................172Finding a Unified VXML Server (Standalone)....................................................................................174Applying a License to a Unified CVP VXML Server (Standalone).....................................................174

Configuring a Gatekeeper......................................................................................................................175Adding a Gatekeeper.........................................................................................................................176Deleting a Gatekeeper.......................................................................................................................178Editing a Gatekeeper.........................................................................................................................178Finding a Gatekeeper........................................................................................................................180Executing Gatekeeper Commands....................................................................................................181Transferring a Script and Media File to a Gatekeeper.......................................................................181Getting Gatekeeper Statistics............................................................................................................182

Configuring a Gateway...........................................................................................................................183Adding a Gateway..............................................................................................................................183Deleting a Gateway............................................................................................................................186Editing a Gateway..............................................................................................................................186Finding a Gateway.............................................................................................................................188Transferring a Script and Media File to a Gateway............................................................................189Viewing Gateway Statistics................................................................................................................190Executing IOS Commands on the Gateway.......................................................................................190

Configuring a Content Services Switch (CSS).......................................................................................191Adding a Content Services Switch....................................................................................................192Deleting a Content Services Switch..................................................................................................193Editing a Content Services Switch.....................................................................................................194Finding a Content Services Switch....................................................................................................196IOS Content Services Switch Commands.........................................................................................196Executing IOS Commands on the Content Services Switch.............................................................197Transferring a Script and Media File to a Content Services Switch...................................................197

Configuring a Speech Server.................................................................................................................198Adding a Speech Server....................................................................................................................199Deleting a Speech Server..................................................................................................................200Editing a Speech Server....................................................................................................................201


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Finding a Speech Server...................................................................................................................202Applying a License to a Speech Server.............................................................................................202

Configuring a Media Server....................................................................................................................203Adding a Media Server......................................................................................................................204Deleting a Media Server....................................................................................................................205Editing a Media Server......................................................................................................................205Finding a Media Server......................................................................................................................206Adding and Removing a Media Server from a Device Pool...............................................................207

Configuring Video Media Server.............................................................................................................207Adding a Video Media Server............................................................................................................208Editing a Video Media Server............................................................................................................209Configuring Video Media Server Infrastructure Settings....................................................................210Video Media Server Configuration Settings.......................................................................................211Adding and Removing a Video Media Server from a Device Pool.....................................................212Deleting a Video Media Server..........................................................................................................213Finding a Video Media Server............................................................................................................213Viewing Video Media Server Statistics..............................................................................................214Launching the Video Media Server Administration Interface.............................................................214

Using the Video Media Server Administration Interface.........................................................................215Copying Video Files to the Video Media Server.................................................................................217Adding or Editing Metadata...............................................................................................................218Deleting Metadata..............................................................................................................................219Metadata Configuration Settings.......................................................................................................220Searching Metadata...........................................................................................................................222Sorting the Media List........................................................................................................................223Filtering the Media List.......................................................................................................................223Browsing the Media Library...............................................................................................................224Previewing a Video File......................................................................................................................224

Configuring a Unified Communications Manager Server.......................................................................225Adding a Unified CM Server..............................................................................................................226Editing a Unified CM Server..............................................................................................................228Deleting a Unified CM Server............................................................................................................230Finding a Unified CM Server..............................................................................................................230

Configuring a Unified ICM Server...........................................................................................................231Adding a Unified ICM Server.............................................................................................................232Deleting a Unified ICM Server...........................................................................................................233Editing a Unified ICM Server.............................................................................................................234Finding a Unified ICM Server.............................................................................................................236

Configuring a SIP Proxy Server..............................................................................................................236Adding a SIP Proxy Server................................................................................................................237Editing a SIP Proxy Server................................................................................................................238Deleting a SIP Proxy Server..............................................................................................................240Finding a SIP Proxy Server...............................................................................................................241

Adding IVP Server to Operations Console.............................................................................................241Adding an IVP Server........................................................................................................................242Editing an IVP Server........................................................................................................................243IVP Server Configuration Settings.....................................................................................................243Adding and Removing an IVP Server from a Device Pool.................................................................244Deleting an IVP Server......................................................................................................................244Finding an IVP Server........................................................................................................................245

Configuring a Unified IC Server..............................................................................................................245


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Adding a Unified IC Server................................................................................................................246Editing a Unified IC Server................................................................................................................248Deleting a Unified IC Server..............................................................................................................248Finding a Unified IC Server................................................................................................................249

Device Past Configurations....................................................................................................................250Finding a Device Past Configuration..................................................................................................250Viewing Past Device Configurations..................................................................................................251Applying Past Device Configurations.................................................................................................251

Device Versions......................................................................................................................................252

3. Managing Unified CVP Users.................................................................................................................253Managing User Roles.............................................................................................................................254

Adding a User Role............................................................................................................................254Editing a User Role............................................................................................................................255Assigning Access Criteria to User Roles...........................................................................................256Finding a User Role...........................................................................................................................256Deleting User Roles...........................................................................................................................257Associating Service Types, User Roles, and User Groups................................................................258

Managing User Groups..........................................................................................................................258Adding a User Group.........................................................................................................................258Editing User Groups..........................................................................................................................259Assigning a Role to a User Group.....................................................................................................260Deleting a User Group.......................................................................................................................261Finding a User Group........................................................................................................................261

Configuring Unified CVP Users..............................................................................................................262Configuring General User Information...............................................................................................262Adding a User Account......................................................................................................................264Editing a User Account......................................................................................................................265Deleting a User Account....................................................................................................................266Finding a User Account.....................................................................................................................266Adding or Removing a User from a Device Pool................................................................................267Assigning a User to a User Group.....................................................................................................268

4. Bulk Administration.................................................................................................................................271Bulk Administration File Transfer............................................................................................................271

Transferring License Files..................................................................................................................271Transferring Scripts and Media Files.................................................................................................272Transferring VXML Applications.........................................................................................................273Viewing File Transfer Status...............................................................................................................274

5. Configuring SNMP Agents......................................................................................................................275Simple Network Management Protocol Support....................................................................................275SNMP Basics..........................................................................................................................................275SNMP Management Information Base (MIB).........................................................................................276SNMP Configuration Checklist ..............................................................................................................277Importing Previously Configured Windows SNMP V1 Community Strings.............................................277Configuring an SNMP V1/V2c Agent......................................................................................................278

Configuring SNMP V1/V2c Community Strings.................................................................................279Adding an SNMP V1/V2C Community String....................................................................................279Editing an SNMP V1/V2C Community String.....................................................................................279General SNMP V1/V2C Community String Configuration.................................................................280Assigning an SNMP Entity to a Device..............................................................................................281Finding an SNMP V1/V2c Community String.....................................................................................282


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Deleting an SNMP V1/V2c Community String...................................................................................282Configuring Notification Destinations.................................................................................................283Notification Destination Configuration Settings..................................................................................283Adding an SNMP V1/V2C Notification Destination............................................................................284Editing an SNMP V1/V2C Notification Destination............................................................................284Deleting an SNMP V1/V2C Notification Destination..........................................................................285Finding an SNMP V1/V2C Notification Destination............................................................................285

Configuring an SNMP V3 Agent.............................................................................................................286Configuring SNMP V3 Users.............................................................................................................286Finding an SNMP V3 User.................................................................................................................287Adding an SNMP V3 User.................................................................................................................287Editing an SNMP V3 User..................................................................................................................288SNMP V3 User Configuration Settings..............................................................................................288Deleting an SNMP V3 User...............................................................................................................290Configuring SNMP Notification Destinations.....................................................................................291Adding an SNMP V3 Notification Destination....................................................................................291Editing an SNMP V3 Notification Destination....................................................................................291Notification Destination Configuration Settings..................................................................................292Finding an SNMP V3 Notification Destination....................................................................................292Deleting an SNMP V3 Notification Destination..................................................................................293

Configuring an SNMP MIB2 System Group...........................................................................................293Adding an SNMP MIB2 System Group..............................................................................................294Editing an SNMP MIB2 System Group..............................................................................................294Deleting an SNMP MIB2 System Group............................................................................................295Finding an SNMP MIB2 System Group.............................................................................................295

Using Syslog...........................................................................................................................................296Configuring the Syslog Server...........................................................................................................296

6. Launching Tools......................................................................................................................................297Launching an SNMP Monitor..................................................................................................................297Launching Support Tools........................................................................................................................297Configuring Links for Tools.....................................................................................................................298

Adding a URL Link to the Tools Menu................................................................................................298Removing a URL Link from the Tools Menu.......................................................................................299Modifying a URL Link on the Tools Menu..........................................................................................299

7. Documentation Search............................................................................................................................301

8. Glossary..................................................................................................................................................303Glossary.................................................................................................................................................303

Glossary .....................................................................................................................................................305

Index ...........................................................................................................................................................317


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The Unified CVP SystemAdditional Top-level Sections:

� Managing Devices (page 93)

� Managing Users (page 253)

� Bulk Administration/File Transfer (page 271)

� Con�guring SNMP Agents (page 275)

� Launching Tools (page 297)

� Documentation Search (page 301)

� Glossary (page 305)

This chapter contains the following topics:

� Introduction, page 8� Using the Operations Console , page 10� Important Changes in Uni�ed CVP 8.0, page 20� Error Handling , page 21� Using the Control Center, page 22� Using Device Pools, page 49� Importing an Operations Console Con�guration , page 54� Exporting an Operations Console Con�guration, page 55� Using the Location Feature, page 56� Using SIP Server Groups, page 68� Using Web Services, page 77� Using IOS Con�guration, page 80� Courtesy Callback, page 86� License Conversion, page 89


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Chapter 1

Introduction

Uni�ed CVP provides Voice over IP (VoIP) routing services for the Cisco Uni�ed IntelligentContact Management Enterprise (Uni�ed ICME) and Cisco Uni�ed Contact Center Expressproducts. ICME provides the services necessary to determine where calls should be routed,whether to ACDs, speci�c agents, or to VRUs, but the routing services themselves must beprovided by an external routing client.

Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN)network switches, or in some cases, customer-provided ACDs. Uni�ed CVP makes it possiblefor ICME to use VoIP gateways as routing clients as well. This carries a number of advantages,not the least of which is that call traf�c can be handled over the IP network rather than by thePSTN carrier, which reduces costs and can provide greater network bandwidth.

Uni�ed CVP supports all the features of existing PSTNs and adds additional features. Forexample, Uni�ed CVP provides a Voice Response Unit (VRU) platform, which includes theability to prompt for and collect basic data from the caller before delivering the call. Uni�edCVP enhances this traditional PSTN feature with the use of its own VXML Interactive VoiceResponse (IVR) application platform. Also, Uni�ed CVP can "park" calls by providing somevoice prompts or hold music to callers who are waiting in queue for an agent in Uni�ed ICME.

A typical deployment of the Uni�ed CVP solution requires operating, administering, managing,and provisioning multiple servers and IOS components. The Operations Console is a web-basedconsole that enables users to centrally operate, administer, maintain, and provision the Uni�edCVP solution.

See Also:

� Key Features and Bene�ts (page 8)

Key Features and Benefits

Uni�ed CVP is a web-based platform that provides carrier-class Interactive Voice Response(IVR) and Internet Protocol (IP) switching services over Voice Over IP (VoIP) networks.

Uni�ed CVP includes these features:

� IP-based services:

� �6�Z�L�W�F�K�L�Q�J. Uni�ed CVP can transfer calls over an IP network.

� �7�D�N�H�E�D�F�N. Uni�ed CVP can take back a transferred call for further IVR treatment ortransfer.

� �,�9�5��6�H�U�Y�L�F�H�V. The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service,"for example.


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Chapter 1: The Unified CVP System

Introduction

� �4�X�H�X�L�Q�J. Calls can be "parked" on Uni�ed CVP for prompting or music on hold, whilewaiting for a call center agent to be available.

� �9�R�L�F�H��(�Q�D�E�O�H�G��,�9�5��6�H�U�Y�L�F�H�V. Uni�ed CVP provides for sophisticated self-serviceapplications, such as banking, brokerage, or airline reservations.

� �&�R�P�S�D�W�L�E�L�O�L�W�\��Z�L�W�K��2�W�K�H�U��&�L�V�F�R��&�D�O�O��5�R�X�W�L�Q�J��D�Q�G��9�R�,�3��3�U�R�G�X�F�W�V. Speci�cally, CiscoUni�ed Intelligent Contact Management Hosted or Cisco Uni�ed Intelligent ContactManagement Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center(IPCC).

� �&�R�P�S�D�W�L�E�L�O�L�W�\��Z�L�W�K��&�L�V�F�R��8�Q�L��H�G��&�R�P�P�X�Q�L�F�D�W�L�R�Q�V��0�D�Q�D�J�H�U��8�Q�L��H�G��&�0��. Uni�ed CMmanages and switches VoIP calls among IP phones. When combined with Uni�ed ICME,Uni�ed CM becomes the IPCC product.

� �&�R�P�S�D�W�L�E�L�O�L�W�\��Z�L�W�K��W�K�H��3�X�E�O�L�F��6�Z�L�W�F�K��7�H�O�H�S�K�R�Q�H��1�H�W�Z�R�U�N��3�6�7�1��. Calls can be movedonto an IP-based network for Uni�ed CVP treatment and then moved back out to a PSTNfor further call routing to a call center.

� �&�D�U�U�L�H�U��&�O�D�V�V��3�O�D�W�I�R�U�P. Uni�ed CVP is a reliable, redundant, and scalable platform, whichallows it to work with service provider and large enterprise networks.

� �5�H�S�R�U�W�L�Q�J. Uni�ed CVP stores detailed call records in a reporting database using awell-documented schema. You can design and run custom reports using the ODBC-compliantreporting tool of your choice.

� �2�S�H�U�D�W�L�R�Q�V��&�R�Q�V�R�O�H. A web-based console from which you can centrally operate, administer,maintain, and provision the Uni�ed CVP solution.

� �9�L�G�H�R��6�X�S�S�R�U�W. Uni�ed CVP, coupled with Radvision Corporation's iContact platform,provides video self-service and queuing integrated with Cisco Uni�ed Contact CenterEnterprise.

� �&�D�O�O��5�R�X�W�L�Q�J��6�X�S�S�R�U�W. Uni�ed CVP provides call routing services for SIP (RFC 3261) andH.323 protocols. Existing customers can continue to use H.323 call services. Or, they canmigrate to SIP over time. The Uni�ed CVP solution can run as a hybrid, directing both SIPand H.323 calls until all call �ows are switched over to SIP.

� �9�;�0�/��6�H�U�Y�L�F�H�V. Uni�ed CVP provides a platform for developing powerful, speech-driveninteractive applications accessible from any phone.

The VXML platform includes:

� The Cisco Uni�ed CVP VXML Server, a J2EE- and J2SE-compliant application serverthat dynamically drives the caller experience.

� The Cisco Uni�ed Call Studio, a drag-and-drop graphical user interface (GUI) for therapid creation of advanced voice applications.

�6�H�H��$�O�V�R

Using the Operations Console (page 10)


9


Introduction

Using the Control Center (page 22)

Using the Operations Console

The Operations Console is a web-based interface from which you can con�gure the Uni�edCVP components in the Uni�ed CVP solution. You can monitor and manage the followingUni�ed CVP components directly from the Operations Console:

� Uni�ed CVP Call Server

� CVP Reporting Server

� Uni�ed CVP VXML Server

� Uni�ed CVP VXML Server (standalone)

� CVP Video Media Server

The Operations Console manages component con�gurations. It also provides the ability todistribute Call Studio applications to Uni�ed CVP VXML Servers, perform Reporting DBadministration, and deploy licenses to all of the CVP devices listed above. Finally, the OperationsConsole provides basic visual indications as to which managed components are functioningproperly and which are having problems.

Use the buttons and menus in the Operations Console to navigate through the web pages. (Thebrowser buttons are not supported.)

The Operations Console provides access to the following operations:

� �7�U�R�X�E�O�H�V�K�R�R�W�L�Q�J��- You can use Support Tools, which provides the ability to retrieve andprocess trace logs from most components, plus the ability to set or reset trace levels on thosecomponents.

� �+�H�D�O�W�K��0�R�Q�L�W�R�U�L�Q�J - You can use any SNMP-standard monitoring tool to get a detailedvisual and tabular representation of the health of the solution network. All Uni�ed CVPproduct components and most Uni�ed CVP solution components also issue SNMP traps andstatistics which can be delivered to any standard SNMP management station or monitoringtool.

� �'�L�U�H�F�W��D�G�P�L�Q�L�V�W�U�D�W�L�R�Q��R�I��L�Q�G�L�Y�L�G�X�D�O��,�2�6��E�D�V�H�G��F�R�P�S�R�Q�H�Q�W�V - Administrators can selectan individual gateway, gatekeeper, or content services switch for direct administration usingsecure shell (ssh). Con�gurations which are modi�ed in this way, or which are modi�ed bydirectly accessing those components without using the Operations Server can be uploadedto the Operations Server backup and later use.

You can perform the following tasks to get started with the Operations Console:

� Logging in to the Operations Console (page 11)


10



� Using the Cisco Uni�ed Customer Voice Portal Page (page 12)

� Getting Acquainted with the Operations Console Menus (page 13)

� Where to Find More Information (page 16)

� Logging out from the Operations Console (page 18)

� Viewing System-Level Operation States (page 18)

� Transferring Script and Media Files (page 19)

� Using the Control Center (page 22)

Logging In to the Operations Console

To log in to the Operations Console, perform the following procedure:

�%�H�I�R�U�H��<�R�X��%�H�J�L�Q

If this is the �rst time you are logging in to the Operations Console after installing Uni�ed CVPsoftware, you will need the password for the default Administrator account that was createdduring installation.

The inactivity session timeout for the Operations Console (when no activity is performed in thebrowser) is set to 20 minutes. If the browser is inactive for more than 20 minutes, you arerequired to login again.

Procedure

To log in to the Operations Console:

Step 1 From the web browser, enter https://ServerIP:9443/oamp, where ServerIP is the IP address orhostname of the machine on which the Operations Console is installed.

The main Cisco Uni�ed Customer Voice Portal page displays.

Step 2 Enter your user ID in the Username �eld.

The �rst time you log in after installing Uni�ed CVP software, enter Administrator, the defaultuser account.

Step 3 In the Password �eld, enter your password.

If you are logging in to the default Administrator account, enter the password that was set forthis account during installation.

If the user ID or password is invalid, the Operations server displays the message, "InvalidUsername or password." Enter your user ID and password again and click �2�. .


11



The main Cisco Uni�ed Customer Voice Portal page displays.

Step 4 Default security settings can prevent users from using the Operations Console. Check yoursecurity policy and, if needed, change the settings to a less restrictive level.

�6�H�H��$�O�V�R

Logging Out From the Operations Console (page 18)

My Account

The My Account screen displays the settings for the account of the user who is currently loggedin.

From this screen you can perform the following tasks:

� Con�guring General User Information (page 262)

You can view the device pools and user groups to which you are assigned.

For more information on changing these assignments, see the following topics:

� Assigning a User to a Device Pool (page 267)

� Assigning a User to a User Group (page 268)

Using the Cisco Unified Customer Voice Portal Page

The main Cisco Uni�ed Customer Voice Portal page is displayed when you log in to theOperations Console. Navigation to the entire website is provided with the menu bar at the topof the screen.

The Window Header

The window header, which displays at the top of each Operations Console window, containsthe following �elds:

Window header �elds:

� Logged in as - User account for the user who is currently logged in.

� My Account (page 12) - User who is currently logged in.

� Logout (page 18) - Logs you out from the console.

� About - Displays the Welcome window.


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�6�H�H��$�O�V�R

Getting Acquainted with the Operations Console Menus (page 13)

Where to Find More Information (page 16)

Getting Acquainted with the Operations Console Menu Options

Use the Operations Console menu options to con�gure Uni�ed CVP components and users.

�1�R�W�H�� Selecting an item from the menu bar launches the respective page.

Use ToOptionsMenu

View the status of the Cisco Uni�ed CustomerVoice Portal environment in a network control

Control CenterSystem

center. View the status and statistics by DeviceType or Device Pools, logical groups of devices inthe Cisco Uni�ed Customer Voice Portal solution.Initiate Start, Shutdown, or Graceful Shutdownactions on devices in the control center.

Create, modify, and delete device pool names anddescriptions for logical groups of devices (for

Device Pool

example, all devices located in a geographicalregion).

Import a previously-saved Operations ConsoleServer con�guration �le and apply it to the currentsystem.

Import System Con�guration

Save and export all con�guration information forthe Operations Console Server to a single �le onyour local computer.

Export System Con�guration

You can later use this �le to restore an OperationsConsole Server during disaster recovery.

Add, edit, synchronize, and delete Uni�ed CMlocation information.

Location

Con�gure server groups for SIP and view CallServer deployment status.

SIP Server Groups

Con�gure Diagnostic Portal servlet credentials.Web Services

Add, con�gure, and delete a SAF Forwarder.Service Advertisement Framework(SAF)

Additional menu options provide you with theability to provision a SAF Forwarder, and to �ndand add Hosted dialed number (DN) patterns.

Identify the required reporting server(s) for whichyouwish to con�gure realtime database attributesand deploy them to the selected Call Servers.

Realtime Database


13



Use ToOptionsMenu

Con�gure Call Server general and infrastructuresettings; specify call services settings for each

CVP Call ServerDevice Management

deployment model; associate Call Servers withdevice pools, SIP Proxy Server; apply licenses toa Call Server.

Con�gure Reporting Server general andinfrastructure settings; associate Reporting Servers

CVP Reporting Server

with Call Servers; specify reporting properties;associate Reporting Servers with device pools.

Perform Reporting database administration:schedule database backups and purges; managedatabase and reporting user names and passwords;apply licenses to a Reporting Server.

Con�gure VXML Server general and infrastructuresettings; specify primary and backup Call Servers;

CVP VXML Server

enable VXML Server reporting and specifyVoiceXML data �lters; associate VXML Serverswith device pools; apply licenses and transferscripts to a VXML Server.

Con�gure VXML Server (standalone) generalsettings; associate VXML Server (standalone) with

CVP VXML Server (standalone)

device pools; and apply licenses and transfer scriptsto a VXML Server (standalone).

�1�R�W�H��A VXML Server (standalone) handles callsthat arrive through a VoiceXML gateway. (Nostatistics are provided when the VXML Server iscon�gured this way.) Also, you cannot con�gurea database to and capture data from VXML Server(standalone) applications.

Con�gure Gatekeeper general settings and associateGatekeepers with device pools; execute a subset of

Gatekeeper

IOS commands; view gatekeeper statistics; andtransfer �les.

Con�gure Gateway general settings; associateGateways with device pools; execute a subset of

Gateway

IOS commands; view gateway statistics; andtransfer �les.

Con�gure CSS general settings; associate a CSSwith device pools; execute a subset of IOScommands; and transfer �les.

Content Services Switch

�1�R�W�H��A Content Services Switch (CSS) providesload-balancing services for servers.


14



Use ToOptionsMenu

Con�gure Speech Server general settings; associatea Speech Server with device pools; and transferlicenses.

Speech Server

�1�R�W�H��A Speech Server provides speech recognitionand synthesis services.

Con�gure Media Server general settings andassociate a Media Server with device pools.

Media Server

�1�R�W�H��A Media Server administers the media �lesthat contain messages and prompts callers hear.

Con�gure Uni�ed CM general settings; specify theURL to the Uni�ed CM Device Administrationpage; associate the Uni�ed CM with device pools.

Uni�ed CM

Con�gure ICM Server general settings andassociate the ICM Server with device pools.

ICM Server

Con�gure SIP Proxy Server general settings;specify the URL to the SIP Proxy Server Device

SIP Proxy Server

Administration page; and associate the SIP ProxyServer with device pools.

Con�gure CUIS Server general settings andassociate the CUIS Server with device pools.

Uni�ed IC Server

Con�gure Recording Server general settings andassociate the Recording Server with device pools.

Recording Server

Review and Restore past device con�gurations.Device Past Con�gurations

View version information for the Call Server,Reporting Server, VXML Server, and VXMLServer (standalone).

Device Versions

Create, modify, and delete user roles. AssignSuperUser, Administrator, or Read Only accessprivileges to roles.

User RolesUser Management

Create, modify, and delete user groups. Assignroles to user groups.

User Groups

Manage Uni�ed CVP users, assign them to groupsand roles.

Users

Transfer license �les and script �les to multipledevices at a time.

File TransferBulk Administration

Con�gure the SNMP agent that runs on the Uni�edCVP device to use the V1/V2 SNMP protocol to

V1/V2cSNMP

communicate with an SNMP management station;add and delete SNMP V1/V2c community strings;con�gure a destination to receive SNMP


15



Use ToOptionsMenu

noti�cations from an SNMP management station;associate community strings with device.

Con�gure the SNMP agent that runs on the Uni�edCVP device to use the V3 SNMP protocol to

V3

communicate with an SNMP management station;add and delete SNMP users and set their accessprivileges; con�gure a destination to receive SNMPnoti�cations from an SNMP management station;associate SNMP users with devices.

Con�gure the MIB2 System Group system contactand location settings; associate the MIB2 SystemGroup with devices.

System Group

Launch the SNMP Monitor application in a newbrowser window.

SNMP MonitorTools

Launch the Diagnostic Portal application in newbrowser window.

Diagnostic Portal

Specify the URLs that launch the SNMP Monitorand Diagnostic Portal applications.

Con�gure

Display the table of contents for the help system.ContentsHelp

Display help on the current screen.This Page

Display the version of the help system.About

Where to Find More Information

The Operations Console Online Help describes how to use the Operations Console to con�gureand perform basic monitoring of the components that make up the Uni�ed CVP solution. Fordesign considerations and guidelines for deploying enterprise network solutions that incorporateCisco Uni�ed Customer Voice Portal software, refer to the �&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H�3�R�U�W�D�O��5�H�O�H�D�V�H��6�R�O�X�W�L�R�Q��5�H�I�H�U�H�Q�F�H��1�H�W�Z�R�U�N��'�H�V�L�J�Q��6�5�1�'�� (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html).

The following table lists the documents available in the Uni�ed CVP documentation set.

Refer to...For More Information on...

�+�D�U�G�Z�D�U�H��D�Q�G��6�R�I�W�Z�D�U�H��6�\�V�W�H�P��6�S�H�F�L��F�D�W�L�R�Q��I�R�U��&�L�V�F�R��8�Q�L��H�G

�&�X�V�W�R�P�H�U��9�R�L�F�H��3�R�U�W�D�O��6�R�I�W�Z�D�U�H1The versions of software and hardware thatare required and compatible with the Uni�edCVP solution

�5�H�O�H�D�V�H��1�R�W�H�V��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H��3�R�U�W�D�O2System requirements, features of the release,packaging information, limitations andrestrictions, and a list of known defects

1) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html

2) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html


16



Refer to...For More Information on...

�,�Q�V�W�D�O�O�D�W�L�R�Q��D�Q�G��8�S�J�U�D�G�H��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H

�3�R�U�W�D�O3Installing Uni�ed CVP software, performingan initial con�guration, and upgrading fromearlier versions of Uni�ed CVP software

�&�R�Q��J�X�U�D�W�L�R�Q��D�Q�G��$�G�P�L�Q�L�V�W�U�D�W�L�R�Q��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U

�9�R�L�F�H��3�R�U�W�D�O4Setting up, running, and administering theUni�ed CVP product, including associatedcon�guration

�5�H�S�R�U�W�L�Q�J��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H��3�R�U�W�D�O5Con�guring the Reporting Server andReporting Database and using reporttemplates to generate reports

�7�U�R�X�E�O�H�V�K�R�R�W�L�Q�J��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H��3�R�U�W�D�O6Isolating and solving problems in the Uni�edCVP solution

�8�V�H�U��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�9�3��9�;�0�/��6�H�U�Y�H�U��D�Q�G��&�L�V�F�R��8�Q�L��H�G

�&�D�O�O��6�W�X�G�L�R��7Using the Call Studio environment anddeploying applications to the Cisco Uni�edCVP VXML Server

�6�D�\��,�W��6�P�D�U�W��6�S�H�F�L��F�D�W�L�R�Q�V��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�9�3��9�;�0�/��6�H�U�Y�H�U��D�Q�G

�&�L�V�F�R��8�Q�L��H�G��&�D�O�O��6�W�X�G�L�R8Con�guration options for all Say It Smartplugins

�3�U�R�J�U�D�P�P�L�Q�J��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�9�3��9�;�0�/��6�H�U�Y�H�U��D�Q�G��&�L�V�F�R

�8�Q�L��H�G��&�D�O�O��6�W�X�G�L�R9Building components that run on the CiscoUni�ed CVP VXML Server

�3�R�U�W��8�W�L�O�L�]�D�W�L�R�Q��*�X�L�G�H��I�R�U��&�L�V�F�R��8�Q�L��H�G��&�X�V�W�R�P�H�U��9�R�L�F�H��3�R�U�W�D�O

�6�R�I�W�Z�D�U�H10The ports used by Uni�ed CVP softwarecomponents.

You can also �nd additional background information on these related products and technologies:

� The Cisco Security Agent for Cisco Uni�ed Customer Voice Portal - Cisco Security AgentInstallation/Deployment Guide for Cisco Uni�ed Customer Voice Portal

� Session Initiation Protocol (SIP) - �&�L�V�F�R��6�,�3��3�U�R�[�\��6�H�U�Y�H�U��'�D�W�D��6�K�H�H�W (http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html)

� Simple Network Management Protocol (SNMP) - �K�W�W�S��Z�Z�Z��L�H�W�I��R�U�J��

� Cisco Support Tools - Cisco Support Tools User Guide for Cisco Uni�ed Software

3) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html

4) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_con�guration_guides_list.html

5) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_con�guration_guides_list.html

6) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/

7) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html

8) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html

9) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html

10) http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html


17



Logging Out from the Operations Console

To log out from the Operations Console, perform the following procedure:

Procedure

To log out from the Operations Console:

Step 1 Click �/�R�J�R�X�W in the screen header at the top of the screen.

You will be logged out and the main Cisco Customer Voice Portal page displays.

�6�H�H��$�O�V�R

Logging In to the Operations Console (page 11)

Viewing System-Level Operation States

The Operations Console provides status information for each device. Each device can be in oneof the states listed in the following table.

Table 1: Description of States Displayed in the Status Window

Reason(s)State

Indicates that the operation was successful.Success

Indicates that the operation has not yet been executed.Pending

Indicates that the operation is in progress.In Progress

The reasons for a �I�D�L�O�H�G��G�H�S�O�R�\�P�H�Q�W state are listed below:Failed

� Unable to locate IP address in the database

� General database failure

� The call server was not deployed

� Unknown error

� Noti�cation error: Contact administrator

� Could not write to properties �le

� The Call Server device is using an unknown version of the Uni�ed CVP software

� The Call Server device is using an older version of the Uni�ed CVP software

� Con�guration not removed from the database


18



Reason(s)State

This failure has multiple reasons:

� Could not write to properties �le

� Device has not been deployed

� General failure

� Unable to access the Database

The reasons for a��I�D�L�O�H�G��V�\�Q�F�K�U�R�Q�L�]�D�W�L�R�Q state are listed below:

� Device not accessible

� Authentication failure

� Web service is not available on the device

� General database error

� General error

� Unknown host address

� SOAP service error

�1�R�W�H��If you make any con�guration changes after your initial deployment of any System-levelcon�guration tasks, you must deploy the changed con�guration again.

Transferring Script and Media Files

You can transfer a single script or media �le at a time from the Operations Console to one ormore of the following devices:

� Gateway

� Gatekeeper

� Content Services Switch

Procedure

To transfer a script or media �le:


19



Step 1 From the Device Management menu, choose the type of server to which to transfer the script�le. For example, to transfer a script or media �le to a Gateway, choose �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W�!��*�D�W�H�Z�D�\.

The Find, Add, Delete, Edit window lists any servers that have been added to the OperationsConsole.

Step 2 Select a server by clicking on the link in its Hostname �eld or by clicking the radio buttonpreceding it and then clicking �(�G�L�W.

Step 3 Select �)�L�O�H��7�U�D�Q�V�I�H�U in the toolbar and then click �6�F�U�L�S�W�V��D�Q�G��0�H�G�L�D.

The Scripts and Media File Transfer page opens, listing the host name and IP address for theselected device. Script and Media �les currently stored in the Operations Server database arelisted in the Select From available Script Files box.

Step 4 If the script or media �le is not listed in the Select From Available Script Files box:

a. Click �6�H�O�H�F�W��D��6�F�U�L�S�W��R�U��0�H�G�L�D��)�L�O�H��I�U�R�P��<�R�X�U��/�R�F�D�O��3�&.

b. Enter the �le name in the text box or click �%�U�R�Z�V�H to search for the script or media �leon the local �le system.

Step 5 If the script or media �le is listed in the Select From Available Script and media Files box,select the script or media �le.

Step 6 Click �7�U�D�Q�V�I�H�U to send the �le to the device.

The script or media �le is transferred to the selected server.

Important Changes in Unified CVP 8.0

Effective Uni�ed CVP, Release 8.0(1), Uni�ed CVP VXML Server license �les are supportedas add-on licenses for VXML devices. The add-on licenses are added to the license �le folder:%CVP_HOME%\conf\license. This licensing addition is not available for older VXML versionsused in the Operations Console.

Going forward, the license �le will not be split into two parts (One for InstallationKey andanother for LicenseKey) in Uni�ed CVP VXML Servers.

�1�R�W�H��To re�ect the changes to the licensing model in Uni�ed CVP, Release 8.0(1), theoperations Console will use new keywords in all applicable statistics pages, log �les, and otherrelevant pages.

The new keywords appear in �E�R�O�G font:

� license is replace by �3�R�U�W��8�V�D�J�H


20


Important Changes in Unified CVP 8.0

� If a system goes over the max number of ports, all customer facing interfaces will use thekey word �W�K�U�H�V�K�R�O�G, not license.

� The Operations Console now reports on the �F�X�U�U�H�Q�W��S�R�U�W��X�V�D�J�H, �P�D�[��S�R�U�W�V, and �D�Y�D�L�O�D�E�O�H�S�R�U�W�V

� Realtime �eld changes:

� Port Licenses Available has been renamed to �3�R�U�W�V��$�Y�D�L�O�D�E�O�H

� Current Port Licenses In Use has been renamed to �&�X�U�U�H�Q�W��3�R�U�W��8�V�D�J�H

� Current Port Licenses State has been renamed to �&�X�U�U�H�Q�W��3�R�U�W��8�V�D�J�H��6�W�D�W�H

� Interval �eld changes:

� Total New Port License Requests has been renamed to �7�R�W�D�O��1�H�Z��3�R�U�W��8�V�D�J�H��5�H�T�X�H�V�W�V

� Average License Requests/minute has been renamed to �$�Y�H�U�D�J�H��3�R�U�W��8�V�D�J�H�5�H�T�X�H�V�W�V��0�L�Q�X�W�H

� Maximum Port Licenses Used has been renamed to �0�D�[�L�P�X�P��3�R�U�W��8�V�D�J�H

� Aggregate �eld changes:

� Total New Port License Requests has been renamed to �7�R�W�D�O��1�H�Z��3�R�U�W��8�V�D�J�H��5�H�T�X�H�V�W�V

� Average License Requests/minute has been renamed to �$�Y�H�U�D�J�H��3�R�U�W��8�V�D�J�H�5�H�T�X�H�V�W�V��0�L�Q�X�W�H

� Peak Port Licenses Used has been renamed to �3�H�D�N��3�R�U�W��8�V�D�J�H

� Total Denied Port License Requests has been renamed to �7�R�W�D�O��'�H�Q�L�H�G��3�R�U�W��8�V�D�J�H�5�H�T�X�H�V�W�V

Error Handling

The Operations Console performs two types of validations.

� �&�O�L�H�Q�W��6�L�G�H - Validations using Javascript, which runs within the Web Browser. You mustenable Javascript in the browser.

� �6�H�U�Y�H�U��6�L�G�H - Validations that are run on the server side. These are extensive validations thatinclude the client side validations and any business validations.

Client side validation errors display at the top of the page just below the Menu bar.


21


Error Handling

Using the Control Center

Use the control center to view and manage the devices in the Cisco Uni�ed CVP solution froma central place. You can view the status of an individual device or all the devices that belongto a group of devices. You can also shut down and start VXML, Reporting, Video Media Server,and Call Servers and view detailed statistics for each of these devices.

You can perform the following tasks from the Control Center:

� Viewing Devices by Type (page 23)

� Viewing Devices by Device Pool (page 23)

� Viewing Device Status (page 24)

� Viewing Device Pool Statistics (page 43)

� Viewing Device Associations (page 29)

� Viewing Infrastructure Statistics (page 29)

� ICM Service Call Statistics (page 32)

� IVR Service Call Statistics (page 35)

� SIP Service Call Statistics (page 37)

� Gatekeeper Statistics (page 39)

� Gateway Statistics (page 40)

� Uni�ed CVP VXML Server Statistics (page 41)

� Uni�ed CVP VXML Server (Standalone) Statistics (page 43)

� Viewing Pool Statistics (page 43)

� Reporting Server Statistics (page 45)

� Pool Statistics Tab (page 46)

� Sorting Servers (page 47)

� Editing a Device Con�guration (page 47)

� Viewing System-Level Operation States (page 18)

� Starting a Server (page 48)

� Shutting Down a Server (page 49)


22



Viewing Devices by Type

You can view groups of devices by type (for example, Call Server, Reporting Server, VideoMedia Server, IVP Server, or Gatekeeper). Devices of the selected device type are listed in theright pane of the Control Center.

Procedure

To view devices by type:

Step 1 Choose �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U.

The Control Center window opens.

Step 2 Select the Device Type tab.

Devices types are listed in the Device Type tab.

Step 3 Select the type of device to display.

Only devices of the selected type are listed in the Devices tab in the right pane.

�6�H�H��$�O�V�R

Starting a Server (page 48)

Shutting Down a Server (page 49)

Editing a Device Con�guration (page 47)

Viewing Device Status (page 24)

Viewing Devices by Device Pool

You can view groups of devices by device pool (for example, the devices in the San Jose pool).If a device belongs to more than one device pool, that device is listed in each device pool.

Procedure

To view devices by device pool:


Step 2 Select the �'�H�Y�L�F�H��3�R�R�O tab and then select a device pool from the list.

Devices that belong to the selected device pool display on the General tab.


23



Step 3 Sort the devices by Hostname, IP Address, Device Type, Status, or Active Calls by clicking thedesired column header.

Only the devices listed on the current page are sorted. For example, if you select a Call Serverdevice pool and then click the IP Address column header, the Call Servers displayed on thecurrent screen are sorted by IP address.

Step 4 Select the desired refresh interval from the �5�H�I�U�H�V�K��drop-down menu.

By default, pool statistics are not refreshed.

Step 5 Click on an individual device in a device pool to display or edit the device con�guration.

�6�H�H��$�O�V�R



Editing a Device Con�guration (page 47)


Viewing Device Status

You can view the devices in a particular device pool by choosing Control Center from theSystem menu and then selecting the Device Pool tab and choosing a device pool. You can alsoview a particular type of device by selecting the Device Type tab and choosing a device type.

All CVP devices, Call Servers, Reporting Servers, and VXML Servers, report current operatingstatus. The status of some devices, such as IOS devices, Uni�ed CM, ICM servers, SIP proxyservers, Uni�ed IC servers, and Recording servers display as N/A (Not Applicable) becausethe Operations Console does not monitor these device types.

The following tables describes �elds in the Control Center.

Table 2: Device Status Fields in the Control Center

DescriptionField

The hostname assigned to the device.Hostname

IP address for the server.IP Address

The category of the device, for example: Call Servers, Reporting Servers, or VXML Servers.Device Type

Icons that indicate operations that you can perform on a selected device. Not all actions areavailable for all devices.

Actions

Available actions include:

� Statistics - Data on current activities and activities that occur during an interval.


24



DescriptionField

� Unapplied Changes - Indicates that con�guration changes that have been saved to theOperations Console database have not yet been applied to the device.

� Link to an External Administration Page - Displays a web-based administration page fromwhich you can administer a server. Available for Uni�ed CM, SIP proxy servers, and ICMServers.

The current operating status for a selected device.Status

�8�S

� The Device is up and running.

CVP Service Internal States:

� �,�Q��6�H�U�Y�L�F�H - The service is running.

� �,�Q��6�H�U�Y�L�F�H��:�D�U�Q�L�Q�J��7�K�U�H�V�K�R�O�G��5�H�D�F�K�H�G�� - The service is running and the warningthreshold has been reached.

� �,�Q��6�H�U�Y�L�F�H��&�U�L�W�L�F�D�O��7�K�U�H�V�K�R�O�G��5�H�D�F�K�H�G�� - The service is running and the criticalthreshold has been reached.

�'�R�Z�Q

� Device is not running or has no communication with local Resource Manager service.

CVP Service Internal States

� �'�L�V�D�E�O�H�G - The service has not been con�gured.

� �6�W�R�S�S�H�G - The service is not running. Error Scenario (not an internal state): Where localResource Manager service has no message bus communication with device.

� �(�U�U�R�U��6�F�H�Q�D�U�L�R��Q�R�W��D�Q��L�Q�W�H�U�Q�D�O��V�W�D�W�H�� - Where local Resource Manager service hasno message bus communication with device.

�3�D�U�W�L�D�O

� One or more of the device services are functioning partially.

CVP Service Internal States

� �6�W�D�U�W�L�Q�J - The service is starting.

� �3�D�U�W�L�D�O��6�H�U�Y�L�F�H - The service has been con�gured and started, but is not running at fullservice.


25



DescriptionField

Partial service may be attributed to waiting on a dependency (such as the IVR and SIPservice waiting for ICM to connect to the VRU PIM), not licensed, or license usagecritical.

� �6�W�R�S�S�L�Q�J - The service is stopping.

�1�R�W��5�H�D�F�K�D�E�O�H

� The device could not be reached from Operations Console.

Common reasons for not reachable status are:

� Machine shutdown.

� Resource Manager service on the device is down.

� Security is enabled for device but invalid certi�cate con�guration, et cetera.

Sometimes, the actual device status can be resultant of more than one CVP service state for thecorresponding device. For example, the CVP Call Service device status in Control Center isactually an aggregation of SIP, ICM, IVR service states.

The following table describes device status that is speci�c to each CVP device type.

Table 3: CVP Device Status

DescriptionCVP Device

Call Server � �8�S

All con�gured services (ICM/IVR/SIP) are in the In Service state and report the same tothe Operations Console.

� �'�R�Z�Q

At least one of the con�gured services (ICM/IVR/SIP) is deemed stopped (or disabled),and none of these services are in the Not Reachable state.

� �3�D�U�W�L�D�O

At least one of the con�gured services (ICM/IVR/SIP) is running at Partial Service, andneither of these services are in the Down or Not Reachable state.

�1�R�W�H��If the device status is Partial, the status of the individual services are shown in thePartial state Details. Click the Partial status in Control Center to view the tool tip; it describeseach service state.

� �1�R�W��5�H�D�F�K�D�E�O�H

At least one of the con�gured services (ICM/IVR/SIP) is deemed Not Reachable.


26




If the Call Server is con�gured with no services (SIP/IVR/ICM) active; its status in ControlCenter will always be Not Reachable.

Reporting Server � �8�S

The reporting service is running as reported by Central Controller on the Call Servermachine.

� �'�R�Z�Q

If the reporting service is deemed Stopped (or disabled) as reported by Central Controlleron the Call Server machine or the Resource Manager, an associated Call Server machinehas no communication with Central Controller.

� The Resource Manager on the Call Server has not received state events from the Controllerfor the reporting subsystem.

� The Reporting Server is unable to communicate with Central Controller on the CallServer machine; Central Controller has no knowledge of state events and, therefore,cannot communicate state events to Operations Console.

In either scenario, even if the Reporting Server is up and running and the Resource Manageron the Reporting server is up and running, the Operations Console will still show the statusof the Reporting Server as Down when there is no communication with Centrol Controller.

� �3�D�U�W�L�D�O

The reporting service is not in the Up, Down, or Not Reachable state. Reporting Serverindicates a partial status when, for example, the reporting data buffer �le is full and all newmessages are written in memory in a buffer queue.

� �1�R�W��5�H�D�F�K�D�E�O�H

The Operations Console is unable to communicate to the Resource Manager co-locatedwith the associated Call Server (for example, the Resource Manager service on the deviceis down).

In both cases, the Operations Console communicates with the Resource Manager co-locatedon the VXML Server (or standalone) server machine. The Resource Manager on the deviceruns the VXML Server status script to retrieve device status and the number of active calls.

VXML Server andVXML Server(standalone)

� �8�S

If the Resource Manager gets a valid number for the number of active calls after runningthe status script. Zero (0) is a valid number.

� �1�R�W��5�H�D�F�K�D�E�O�H


27




In addition to all other possible reasons how the device gets Not Reachable state, the VXMLServer (or standalone) get into this state if Resource Manager does not get a valid numberfor active calls after running the status.

There is no Partial or Down status for VXML Servers and VXML Server (standalone).

Viewing Device Statistics

You can view realtime, interval, and aggregate data for Uni�ed CVP devices.

Procedure

To view device statistics:


Step 2 From the Device Type tab in the left pane, choose the type of device for which you want toview statistics.

Step 3 From the Devices tab, select a device by checking the radio button preceding it.

Step 4 Select �6�W�D�W�L�V�W�L�F�V either in the Actions column or in the toolbar.

Statistics for the selected device are reported in a new statistics result window. All event statisticsare sent to an SNMP manager, if one is con�gured. The log messages XML �le,CVPLogMessages.xml, de�nes the severity, destination (SNMP management station or Syslogserver), and possible resolution for Uni�ed CVP log messages.

�6�H�H��$�O�V�R

Infrastructure Statistics (page 30)

ICM Service Call Statistics (page 32)

IVR Service Call Statistics (page 35)

SIP Service Call Statistics (page 37)

Gatekeeper Statistics (page 39)

Gateway Statistics (page 40)

VXML Server Statistics (page 41)

Viewing VXML (Standalone) Statistics (page 43)

Reporting Statistics (page 45)


28



Viewing Device Associations

The Operations Console supports the association of CVP Call Servers with Uni�ed CVP VXMLServers and/or CVP Reporting Servers.

Procedure

To view devices associated with a Call Server:


The Control Center page appears.

Step 2 Click on the hostname of a Call Server.

The Edit CVP Call Server Con�guration page appears.

Step 3 From the toolbar, click �'�H�Y�L�F�H��$�V�V�R�F�L�D�W�L�R�Q�V.

The Device Association page appears and lists the VXML and/or Reporting server associatedwith this call server.

Viewing Infrastructure Statistics

You can view realtime, interval, and aggregate data for Uni�ed CVP devices.

Procedure

To view infrastructure statistics:


Step 2 Select the �'�H�Y�L�F�H��7�\�S�H tab.

Step 3 Choose the type of device for which you want infrastructure statistics.

Devices of the selected type display in the Devices tab.

Step 4 Select the device by checking the radio button preceding it.

Step 5 Select �6�W�D�W�L�V�W�L�F�V in the toolbar.

Step 6 Select the �,�Q�I�U�D�V�W�U�X�F�W�X�U�H tab.

Statistics for the selected device are reported in a new window. All event statistics are sent toan SNMP manager, if one is con�gured. The log messages XML �le, CVPLogMessages.xml,


29



de�nes the severity, destination (SNMP management station or Syslog server) and possibleresolution for Uni�ed CVP log messages.

�6�H�H��$�O�V�R

Editing the Log Messages XML File (page 166)

Infrastructure Statistics

Uni�ed CVP infrastructure statistics include realtime and interval data on the Java VirtualMachine (JVM), threading, and Licensing.

You can access these statistics by choosing Control Center from the System menu and thenselecting a device.

See Viewing Infrastructure Statistics (page 29) for more information.

Access infrastructure statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a device, clicking the Statistics icon in thetoolbar, and then selecting the �,�Q�I�U�D�V�W�U�X�F�W�X�U�H tab.

� Selecting a device type from the �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W�� menu, selecting a device, clickingthe Statistics icon in the toolbar, and then selecting the �,�Q�I�U�D�V�W�U�X�F�W�X�U�H tab.

The following table describes Licensing statistics.

Table 4: Licensing Statistics

DescriptionStatistic

�5�H�D�O�W�L�P�H��6�W�D�W�L�V�W�L�F�V

The number of ports available for the processing of new calls. Exactlyone port license is used per call, independent of the call's traversal throughthe individual call server services.

Port Available

The number of port usage currently in use on the call server. Exactly oneport usage is used per call, independent of the call's traversal of theindividual call server services.

Current Port Usage

The threshold level of port usage. There are four levels: safe, warning,critical and failure. An administrator may set the required percentage of

Current Port Usage State

port licenses in use needed to reach a given threshold level, with theexception of the failure level which is reached when the number of portschecked out is equal to the total number of ports.

�,�Q�W�H�U�Y�D�O��6�W�D�W�L�V�W�L�F�V

The time the system started collecting statistics for the current interval.Start Time

The amount of time that has elapsed since the start time in the currentinterval.

Duration Elapsed


30




The interval at which statistics are collected. The default value is 30minutes.

Interval Duration

The number of port usage checkout requests made in the current interval.For each port license checkout request, whether it checks out new portlicense or not, this metric is increased by one.

Total New Port Usage Requests

The average number of port usage checkout requests made per minute inthe current interval. This metric is calculated by dividing the port licenserequests metric by the number of minutes elapsed in the current interval.

Average Port Usage Requests/Minute

The maximum number of ports used during this time interval.Maximum Port Usage

�$�J�J�U�H�J�D�W�H��6�W�D�W�L�V�W�L�F�V

The time the service started collecting statistics.Start Time

The amount of time that has elapsed since the service start time.Duration Elapsed

The number of port checkout requests made since the system was started.For each port checkout request, whether it checks out new port or not,this metric is increased by one.

Total New Port Usage Requests

The average number of port checkout requests made per minute since thesystem was started. This metric is calculated by dividing the aggregate

Average Port Usage Requests/Minute

port license requests metric by the number of minutes elapsed since thesystem was started.

The peak number of simultaneous ports used since the start of the system.When a port checkout occurs, this metric is set to the current ports in usemetric if that value is greater than this metric's current peak value.

Peak Port Usage

The number of port checkout requests that were denied since the start ofthe system. The only reason a port checkout request would be denied is

Total Denied Port Usage Requests

if the number of port licenses checked out at the time of the request isequal to the total number of ports available. When a port checkout isdenied, the call does not receive regular treatment (the caller may hear abusy tone or an error message).

The following table describes thread pool system statistics. The thread pool is a cache of threads,used by Uni�ed CVP components only, for processing of relatively short tasks. Using a threadpool eliminates the waste of resources encountered when rapidly creating and destroying threadsfor these types of tasks.

Table 5: Thread Pool Realtime Statistics



The number of idle threads waiting for some work.Idle Threads

The number of running thread pool threads currently processing some work.Running Threads

The number of thread pool threads that will never be destroyed no matterhow long they remain idle.

Core Threads

The maximum number of thread pool threads that will ever existsimultaneously.

Maximum Threads


31




The peak number of thread pool threads ever simultaneously tasked withsome work to process.

Peak Threads Used

The following table describes Java Virtual Machine statistics.

Table 6: Java Virtual Machine (JVM) Realtime Statistics



The greatest amount of memory used by the Java Virtual machine since startup.The number reported is in megabytes and indicates the peak amount of memoryever used simultaneously by this Java Virtual Machine.

Peak Memory Usage

The current number of megabytes of memory used by the Java Virtual Machine.Current Memory Usage

The total amount of memory in megabytes available to the Java Virtual Machine.The number reported is in megabytes and indicates the how much system memoryis available for use by the Java Virtual Machine.

Total Memory

The amount of available memory in the Java Virtual Machine. The numberreported is in megabytes and indicates how much of the current system memoryclaimed by the Java Virtual Machine is not currently being used.

Available Memory

The number of threads currently in use in the Java Virtual Machine. This numberincludes all of the Uni�ed CVP standalone and thread pool threads as well as

Threads in Use

those threads created by the Web Application Server running within the sameJVM.

The greatest amount of threads ever used simultaneously in the Java VirtualMachine since startup. The peak number of threads ever used by the Java Virtual

Peak Threads in Use

Machine includes all Uni�ed CVP standalone and thread pool threads as well asthreads created by the Web Application Server running within the same JVM.

The length of time that the Java Virtual Machine has been running. This time ismeasured in hh:mm:ss and shows the amount of elapsed time since the JavaVirtual Machine process began executing.

Uptime

ICM Service Call Statistics

The ICM Service call statistics include data on calls currently being processed by the ICMservice, new calls received during a speci�ed interval, and total calls processed since start time.

Access ICM Service statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a CVP Call Server, clicking the �6�W�D�W�L�V�W�L�F�Vicon in the toolbar, and then selecting the �,�&�0 tab.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��&�9�3��&�D�O�O��6�H�U�Y�H�U, selecting a Call Server, clicking the�6�W�D�W�L�V�W�L�F�V icon in the toolbar, and then selecting the �,�&�0 tab.

The following table describes ICM Service call statistics.


32



Table 7: ICM Service Call Statistics



The current number of calls being serviced by the ICM Server for a Uni�edCVP Call Server. This value represents a count of calls currently being serviced

Active Calls

by the ICM for the Uni�ed CVP Call Server for follow-on routing to a ContactCenter agent.

The ICM Server can accept Voice over IP (VoIP) calls that originate usingeither the Session Initiation Protocol (SIP) or H.323 protocol. Active SIP Call

Active SIP Call Legs

Legs indicates the current number of calls received by the ICM Server fromthe Uni�ed CVP Call Server using the SIP protocol.

The ICM Server can accept Voice over IP (VoIP) calls that originate usingeither the Session Initiation Protocol (SIP) or H.323 protocol. Active H.323

Active H.323 Call Legs

Call Legs indicates the current number of calls received by the ICM Serverfrom the Uni�ed CVP Call Server using the H.323 protocol.

The current number of calls receiving Voice Response Unit (VRU) treatmentfrom the ICM Server. The VRU treatment includes playing pre-recorded

Active VRU Call Legs

messages, asking for Caller Entered Digits (CED) or Speech RecognitionTechniques to understand the customer request.

Calls originating from an external Uni�ed CVP VXML Server need callrouting instructions from the ICM Server. Active Lookup Requests indicates

Active ICM Lookup Requests

the current number of external VXML Server call routing requests sent to theICM Server.

The current number of simultaneous full service video calls being processedby the ICM service.

Active Full Service Video Calls

The current number of simultaneous basic service video calls being processedby the ICM service where video capability was offered.

Active Basic Service Video Calls Offered

The current number of simultaneous calls that were accepted as basic servicevideo calls and are being processed by the ICM service.

Active Basic Service Video CallsAccepted


The time at which the current interval has begun.Start Time

The amount of time that has elapsed since the start time in the current interval.Duration Elapsed

The interval at which statistics are collected. The default value is 30 minutes.Interval Duration

The number of new calls received by the Intelligent Contact Management(ICM) application for follow-on Voice Response Unit (VRU) treatment androuting to a Contact Center agent during the current interval.

New Calls

The Intelligent Contact Management (ICM) application has the ability toaccept Voice over IP (VoIP) calls that originate via the Session Initiation

SIP Call Legs

Protocol (SIP) or H.323 Protocol. Interval SIP Call Legs is an interval speci�csnapshot metric indicating the number of calls received by the ICM applicationvia SIP during the current interval.


H.323 Call Legs

Protocol (SIP) or H.323 Protocol. Interval H.323 Call Legs is an interval


33




speci�c snapshot metric indicating the number of calls received by the ICMapplication via the H.323 protocol during the current interval.

The number of calls receiving Voice Response Unit (VRU) treatment fromthe Intelligent Contact Management (ICM) application. The VRU treatment

VRU Call Legs

includes playing pre-recorded messages, asking for Caller Entered Digits(CED) or speech recognition techniques to understand the customer requestduring the current interval.

Calls originating in an external Uni�ed CVP VXML Server need call routinginstructions from the Intelligent Contact Management (ICM) application.

ICM Lookup Requests

Interval Lookup Requests is an interval speci�c metric indicating the numberof external Uni�ed CVP VXML Server call routing requests sent to the ICMapplication during the current interval.

The number of full service video calls processed by the ICM service duringthe current interval.

Full Service Video Calls

The number of offered basic service video calls processed by the ICM serviceduring the current interval.

Basic Service Video Calls Offered

The number of basic service video calls accepted and processed by the ICMservice during the current interval.

Basic Service Video Calls Accepted




The total number of new calls received by the Intelligent Contact Management(ICM) application for follow-on Voice Response Unit (VRU) treatment androuting to a Contact Center agent since system start time.

Total Calls


Total SIP Call Legs

Protocol (SIP) or H.323 Protocol. Total SIP Switch Legs is a metric indicatingthe total number of calls received by the ICM application via SIP since systemstart time.


Total H.323 Call Legs

Protocol (SIP) or H.323 Protocol. Total H.323 Switch Legs is a metricindicating the total number of calls received by the ICM application via theH.323 protocol since system start time.

The total number of calls that have received Voice Response Unit (VRU)treatment from the Intelligent Contact Management (ICM) application since

Total VRU Call Legs

system start time. The VRU treatment includes playing pre-recorded messages,asking for Caller Entered Digits (CED) or Speech Recognition Techniquesto understand the customer request.

Calls originating in an external Uni�ed CVP VXML Server need call routinginstructions from the Intelligent Contact Management (ICM) application.

Total ICM Lookup Requests

Total Lookup Requests is a metric indicating the total number of externalUni�ed CVP VXML Server call routing requests sent to the ICM applicationsince system start time.


34




The total number of new full service video calls received by the ICM servicesince system start time.

Total Full Service Video Calls

The total number of newly offered basic service video calls processed by theICM service since system start time.

Total Basic Service Video Calls Offered

The total number of new basic service video calls accepted and processed bythe ICM service since system start time.

Total Basic Service Video Calls Accepted

IVR Service Call Statistics

The IVR service call statistics include data on calls currently being processed by the IVR service,new calls received during a speci�ed interval, and total calls processed since the IVR servicestarted.

Access IVR Service statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a Call Server, clicking the �6�W�D�W�L�V�W�L�F�V icon inthe toolbar, and then selecting the �,�9�5 tab.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��&�9�3��&�D�O�O��6�H�U�Y�H�U, selecting a Call Server, clicking the�6�W�D�W�L�V�W�L�F�V icon in the toolbar, and then selecting the �,�9�5 tab.

The following table describes the IVR Service call statistics.

Table 8: IVR Service Call Statistics


�5�H�D�O�W�L�P�H��&�D�O�O��6�W�D�W�L�V�W�L�F�V

The number of active calls being serviced by the IVR service.Active Calls

The number of active HTTP requests being serviced by the IVRservice.

Active HTTP Requests1

The current number of simultaneous full service video calls beingserviced by the IVR service.

Active Full Service Video Calls




Duration Elapsed


Interval Duration

Maximum number of active calls handled by the IVR service at thesame time during this interval.

Peak Active Calls

New Calls is a metric that counts the number of New Call requestsreceived from the IOS Gateway or the CVP H323 Service. A New

New Calls

1) HTTP sessions are the number of HTTP requests currently being processed by the IVR SS. This # will be different than the # of calls being processed.


35




Call includes the Switch leg of the call and the IVR leg of the call.This metric counts the total number of New Call Requests receivedby the IVR Service during this interval.

A Call is a metric that represents the Switch leg the CVP call and theIVR leg of the CVP call. When both legs of the call are �nished, this

Calls Finished

metric will increase. Calls Finished is a metric that counts the numberof CVP Calls that have �nished during this interval.

The average amount of time in milliseconds it took the IVR Serviceto process a New Call or Call Result Request during this interval.

Average Call Latency

The maximum amount of time in milliseconds it has taken for the IVRService to complete the processing of a New Call Request or a RequestInstruction Request during this time interval.

Maximum Call Latency

The minimum amount of time in milliseconds it took for the IVRService to complete the processing of a New Call Request or a RequestInstruction Request during this time interval.

Minimum Call Latency

Active HTTP Requests is a metric that indicates the current numberof simultaneous HTTP requests being processed by the IVR Service.

Peak Active HTTP Requests

Peak Active Requests is a metric that represents the maximumsimultaneous HTTP requests being processed by the IVR Serviceduring this time interval.

The total number of HTTP Requests received from a client by the IVRService during this time interval.

Total HTTP Requests

The average number of HTTP Requests the IVR Service receives persecond during this time interval.

Average HTTP Requests/second

HTTP Requests per Second is a metric that represents the number ofHTTP Requests the IVR Service receives each second from all clients.

Peak Active HTTP Requests/second

Peak HTTP Requests per Second is the maximum number of HTTPRequests that were processed by the IVR Service in any given second.This is also known as high water marking.

The number of full service video calls received by the IVR serviceduring this time interval.

Full Service Video Calls

The maximum number of simultaneous full service video callsprocessed by the IVR service during this time interval.

Peak Active Full Service Video Calls




New Calls is a metric that counts the number of New Call requestsreceived from the IOS Gateway or the H.323 Service. A New Call

Total New Calls

includes the Switch leg of the call and the IVR leg of the call. TotalNew Calls is a metric that represents the total number of new callsreceived by the IVR Service since system startup.

The maximum number of simultaneous calls processed by the IVRService since the service started.

Peak Active Calls


36




Total HTTP Requests is a metric that represents the total number ofHTTP Requests received from all clients. This metric is the total

Total HTTP Requests

number of HTTP Requests received by the IVR Service since systemstartup.

Active HTTP Requests is a metric that indicates the current numberof simultaneous HTTP requests processed by the IVR Service.

Peak Active HTTP Requests

Maximum number of active HTTP requests processed at the sametime since the IVR service started. This is also known as high watermarking.

The number of full service video calls received by the IVR servicesince system start time.

Total Full Service Video Calls

The maximum number of simultaneous full service video callsprocessed by the IVR Service since system start time.

Peak Active Full Service Video Calls

The number of videos pushed by agents since system start time.Total Agent Video Pushes

The number of video recordings by agents since system start time.Total Agent Initiated Recordings

The number of video VCR controls invoked by agents since systemstart time.

Total Agent VCR Control Invocations

SIP Service Call Statistics

The SIP service call statistics include data on calls currently being processed by the SIP service,new calls received during a speci�ed interval, and total calls processed since the SIP servicestarted.

Access SIP Service statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a Call Server, clicking the �6�W�D�W�L�V�W�L�F�V icon inthe toolbar, and then selecting the �6�,�3 tab.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��&�9�3��&�D�O�O��6�H�U�Y�H�U, selecting a Call Server, clicking the�6�W�D�W�L�V�W�L�F�V icon in the toolbar, and then selecting the �6�,�3 tab.

The following table describes the SIP Service call statistics.

Table 9: SIP Service Call Statistics



A real time snapshot metric indicating the count of the number of currentcalls being handled by the SIP service. This value does not include H.323calls.

Active Calls

The total number of SIP call legs being handled by the SIP service. A callleg is also known as a SIP dialog. The metric includes incoming, outgoing

Total Call Legs

and ringtone type call legs. For each active call in the SIP service, there will


37




be an incoming call leg, and an outgoing call leg to the destination of thetransfer label.

The number of basic service video calls in progress where video capabilitywas offered.

Active Basic Service Video Calls Offered

The number of basic service video calls in progress where video capabilitywas answered.

Active Basic Service Video Calls Answered




Duration Elapsed

The interval at which statistics are collected. The default value is 30 minutes.Interval Duration

The number of SIP Invite messages received by Uni�ed CVP in the currentinterval. It includes the failed calls as well as calls rejected due to the SIPservice being out of service.

New Calls

The number of CONNECT messages received by SIP service in order toperform a call Transfer, in the last statistics aggregation interval. Connects

Connects Received

Received includes the regular Uni�ed CVP transfers as well as Refertransfers. Any label coming from the ICM service is considered aCONNECT message, whether it is a label to send to the VRU or a label totransfer to an agent.

The period of time between the CONNECT from ICM and when the callis answered. The metric includes the average latency computation for allthe calls that have been answered in the last statistics aggregation interval.

Avg Latency Connect to Answer

The total number of failed SIP transfers since system start time. WhenUni�ed CVP attempts to make a transfer to the �rst destination of the call,

Failed SIP Transfers (Pre-Dialog)

it sends the initial INVITE request to set up the caller with the ICM routeddestination label. The metric does not include rejections due to the SIPService not running. The metric includes failed transfers that were madeafter a label was returned from the ICM Server in a CONNECT message.

The number of failed re-invite requests on either the inbound or outboundlegs of the call during the interval. After a SIP dialog is established,

Failed SIP Transfers (Post-Dialog)

re-INVITE messages are used to perform transfers. Re-invite requests canoriginate from the endpoints or else be initiated by a Uni�ed CVP transferfrom the Uni�ed ICME script. This counter includes failures for both kindsof re-invite requests.

The number of basic service video calls offered in the current interval.Basic Service Video Calls Offered

The number of basic service video calls answered in the current interval.Basic Service Video Calls Answered




The number of SIP Invite messages received by Uni�ed CVP since systemstart time. It includes the failed calls as well as calls rejected due to the SIPservice being out of service.

Total New Calls


38




The number of CONNECT messages received by SIP service in order toperform a Uni�ed CVP Transfer, since system start time. Connects Received

Connects Received

includes the regular Uni�ed CVP transfers as well as Refer transfers. Anylabel coming from the ICM service is considered a CONNECT message,whether it is a label to send to the VRU or a label to transfer to an agent.

The period of time between the CONNECT from ICM and when the callis answered. The metric includes the average latency computation for allthe calls that have been answered since system start up time.

Avg Latency Connect to Answer

The total number of failed transfers on the �rst CVP transfer since systemstart time. A SIP dialog is established after the �rst CVP transfer is

Failed SIP Transfers (Pre-Dialog)

completed. The metric does not include rejections due to SIP being out ofservice. The metric includes failed transfers that were made after a labelwas returned from the ICM in a CONNECT message.

The number of failed re-invite requests on either the inbound or outboundlegs of the call since start time. After a SIP dialog is established, re-INVITE

Failed SIP Transfers (Post-Dialog)

messages are used to perform transfers. Re-invite requests can originatefrom the endpoints or else be initiated by a Uni�ed CVP transfer from theUni�ed ICME script. This counter includes failures for both kinds ofre-invite requests.

The total number of basic service video calls offered since system start time.Total Basic Service Video Calls Offered

The total number of basic service video calls answered since system starttime.

Total Basic Service Video Calls Offered

Gatekeeper Statistics

Gatekeeper statistics include the number of active calls, available memory, CPU utilization andperformance data.

Access Gatekeeper statistics either by:

� Choosing �6�\�V�W�H�P > �&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a Gatekeeper, and then clicking the �6�W�D�W�L�V�W�L�F�Vicon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W > �*�D�W�H�N�H�H�S�H�U, selecting a Gatekeeper, and then clickingthe �6�W�D�W�L�V�W�L�F�V icon in the toolbar.

Gatekeeper Statistics

The following table describes Gatekeeper statistics.

Table 10: Gatekeeper Statistics


Number of currently active calls handled by the gatekeeper.Active Calls

Free memory, for example:Free Memory


39




Processor memory free: 82%

I/O memory free: 79%

CPU utilization, for example:CPU Utilization

CPU utilization for five seconds: 1%/0%; one minute: 1%; fiveminutes: 1%

Admission levels.Performance Statistics

Gatekeeper Performance Statistics Example

The following is sample output from the show gatekeeper performance stats command. Theoutput displays BASIC gatekeeper management statistics.

Gatekeeper Level Admission Statistics:ARQs received: 5635885ARQs received from originating endpoints: 2663162ACFs sent: 5635884ACFs sent to the originating endpoint: 2663162ARJs sent: 1ARJs sent to the originating endpoint: 0ARJs sent due to overload: 0ARJs sent due to ARQ access-list denial: 0Number of concurrent calls: 280Number of concurrent originating calls: 140

Gatekeeper level Registration Statistics:RRJ due to overload: 0Total Registered Endpoints: 37

Gateway Statistics

Gateway statistics include the number of active calls, available memory, and CPU utilization.

Access Gateway statistics either by:

� Choosing �6�\�V�W�H�P > �&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a Gateway, and then clicking the �6�W�D�W�L�V�W�L�F�Vicon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W > �*�D�W�H�Z�D�\, selecting a Gateway, and then clicking the�6�W�D�W�L�V�W�L�F�V icon in the toolbar.

Gateway Statistics

The following table describes Gateway statistics.


40



Table 11: Gateway Statistics


Number of currently active calls handled by the gateway. For example, Totalcall-legs: 0

Active Calls

no active calls

Free memory, for example:Free Memory

Processor memory free: 82%

I/O memory free: 79%

CPU utilization, for example:CPU Utilization

CPU utilization for five seconds: 1%/0%; one minute: 1%;five minutes: 1%

Unified CVP VXML Server Statistics

The Operations Console displays realtime, interval, and aggregate Uni�ed CVP VXML Serverstatistics.

� VXML Statistics are not available if the Uni�ed CVP VXML Server is deployed as standalone.

� To view VXML Statistics, at least one deployed Uni�ed CVP VXML Server applicationmust be con�gured with the CVPDataFeed logger.

Access Uni�ed CVP VXML Server statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a VXML Server, and then clicking the Statisticsicon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��8�Q�L��H�G��&�9�3��9�;�0�/��6�H�U�Y�H�U, selecting a Uni�ed CVPVXML Server, and then clicking the Statistics icon in the toolbar.

Table 12: VXML Server Statistics

The following table describes the statistics reported by the Uni�ed CVP VXML Server.


�5�H�D�O��7�L�P�H��6�W�D�W�L�V�W�L�F�V

The number of current sessions being handled by the Uni�ed CVP VXMLServer.

Active Sessions

The number of current ICM requests being handled by the Uni�ed CVPVXML Server.

Active ICM Lookup Requests




41





Duration Elapsed


Interval Duration

The total number of sessions in the Uni�ed CVP VXML Server in thecurrent interval.

Sessions

The number of events sent to the Reporting Server from the Uni�ed CVPVXML Server in the current interval.

Reporting Events

The number of requests from the Uni�ed CVP VXML Server to the ICMService in the current interval.

ICM Lookup Requests

The number of responses to both failed and successful ICM LookupRequests that the ICM Service has sent to the Uni�ed CVP VXML Server

ICM Lookup Responses

in the current interval. In the case that multiple response messages are sentback to the Uni�ed CVP VXML Server to a single request, this metricwill increment per response message from the ICM Service.

The number of successful requests from the VXML Server to the ICMService in the current interval.

ICM Lookup Successes

The number of requests from the Uni�ed CVP VXML Server to the ICMService in the current interval. This metric will be incremented in the case

ICMLookupFailures

an ICM failed message was received or in the case the Uni�ed CVP VXMLServer generates the failed message.




Duration Elapsed

The total number of sessions in the Uni�ed CVP VXML Server sincestartup.

Total Sessions

The total number of reporting events sent from the Uni�ed CVP VXMLServer since startup.

Total Reporting Events

The total number of requests from the Uni�ed CVP VXML Server to theICM Service. For each ICM lookup request, whether the request succeededor failed, this metric will be increased by one.

Total ICM Lookup Requests

The total number of responses the ICM Service has sent to the Uni�edCVP VXML Server since startup. For each ICM lookup response, whether

Total ICM Lookup Responses

the response is to a succeeded or failed request, this metric will be increasedby one. In the case that multiple response messages are sent back to theUni�ed CVP VXML Server to a single request, this metric will incrementper response message from the ICM Service.

The total number of requests from the Uni�ed CVP VXML Server to theICM Service since startup. For each ICM lookup request that succeeded,this metric will be increased by one.

Total ICM Lookup Success

The total number of requests from the Uni�ed CVP VXML Server to theICM Service since startup. For each ICM lookup request that failed, this

Total ICM Lookup Failures

metric will be increased by one. This metric will be incremented in the


42




case an ICM failed message was received or in the case the Uni�ed CVPVXML Server generates a failed message.

VXML Server (Standalone) Statistics

The Operations Console displays realtime, interval, and aggregate VXML (Standalone) Serverstatistics.

Access VXML (Standalone) Server statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a VXML (Standalone) Server, and thenclicking the Statistics icon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��9�;�0�/��6�W�D�Q�G�D�O�R�Q�H��6�H�U�Y�H�U, selecting a VXML(Standalone) Server, and then clicking the Statistics icon in the toolbar.

Table 13: VXML (Standalone) Server Statistics

The following table describes the statistics reported by the VXML (Standalone) Server.


�3�R�U�W��8�V�D�J�H��6�W�D�W�L�V�W�L�F�V

The total number of licensed ports for this VXML standalone server.Total Ports

The date when the licensed ports expires for this VXML standalone server.Port Usage Expiration Date

The number of port licenses available for this VXML standalone server.Available Ports

The number of callers currently interacting with this VXML standaloneserver.

Total Concurrent Callers

Viewing Pool Statistics

Device Pool statistics summarize the statistics for the devices that belong to the currently selecteddevice pool.

Procedure

To view device pool statistics:


The Control Center Network Map window displays.

Step 2 Click �3�R�R�O��6�W�D�W�L�V�W�L�F�V.

Step 3 Click �5�H�I�U�H�V�K to update the data on the Pool Statistics tab.


43



�6�H�H��$�O�V�R

Pool Statistics Tab (page 46)

Video Media Server Statistics

�1�R�W�H��Video Media Server is not supported in this release of Uni�ed CVP.

The Video Media Server statistics include Java Virtual Machine (JVM) and threading statisticsfor the new CVP Video Management System (VMS) that can be used to evaluate the health andperformance of the CVP Video Media Server.

Access Video Media Server statistics either by:

� Choosing �6�\�V�W�H�P > �&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a �9�L�G�H�R��0�H�G�L�D��6�H�U�Y�H�U, clicking the Statisticsicon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W > �9�L�G�H�R��0�H�G�L�D��6�H�U�Y�H�U, selecting a Video Media Server,and then clicking the �6�W�D�W�L�V�W�L�F�V icon in the toolbar.

The following table describes thread pool system statistics. The thread pool is a cache of threads,used by Uni�ed CVP components only, for processing of relatively short tasks. Using a threadpool eliminates the waste of resources encountered when rapidly creating and destroying threadsfor these types of tasks.

Table 14: Thread Pool Realtime Statistics



The number of idle threads waiting for some work.Idle Threads

The number of running thread pool threads currently processing some work.Running Threads

The number of thread pool threads that will never be destroyed no matterhow long they remain idle.

Core Threads

The maximum number of thread pool threads that will ever existsimultaneously.

Maximum Threads

The peak number of thread pool threads ever simultaneously tasked withsome work to process.

Peak Threads Used

The following table describes Java Virtual Machine statistics.

Table 15: Java Virtual Machine (JVM) Realtime Statistics



The greatest amount of memory used by the Java Virtual machine since startup.The number reported is in megabytes and indicates the peak amount of memoryever used simultaneously by this Java Virtual Machine.

Peak Memory Usage


44




The current number of bytes of memory used by the Java Virtual Machine.Current Memory Usage

The total amount of memory in megabytes available to the Java Virtual Machine.The number reported is in megabytes and indicates the how much system memoryis available for use by the Java Virtual Machine.

Total Memory

The amount of available memory in the Java Virtual Machine. The numberreported is in megabytes and indicates how much of the current system memoryclaimed by the Java Virtual Machine is not currently being used.

Available Memory

The number of threads currently in use in the Java Virtual Machine. This numberincludes all of the Uni�ed CVP standalone and thread pool threads as well as

Threads in Use

those threads created by the Web Application Server running within the sameJVM.

The greatest amount of threads ever used simultaneously in the Java VirtualMachine since startup. The peak number of threads ever used by the Java Virtual

Peak Threads in Use

Machine includes all Uni�ed CVP standalone and thread pool threads as well asthreads created by the Web Application Server running within the same JVM.

The length of time that the Java Virtual Machine has been running. This time ismeasured in hh:mm:ss and shows the amount of elapsed time since the JavaVirtual Machine process began executing.

Uptime

Reporting Server Statistics

Reporting Server statistics include the total number of events received from the IVR, SIP, andVXML services.

Access Reporting Server statistics either by:

� Choosing �6�\�V�W�H�P��!��&�R�Q�W�U�R�O��&�H�Q�W�H�U, selecting a Reporting Server, and then clicking theStatistics icon in the toolbar.

� Choosing �'�H�Y�L�F�H��0�D�Q�D�J�H�P�H�Q�W��!��&�9�3��5�H�S�R�U�W�L�Q�J��6�H�U�Y�H�U, selecting a Reporting Server,and then clicking the Statistics icon in the toolbar.

The following table describes the Reporting Server statistics.

Table 16: Reporting Server Statistics





Duration Elapsed


Interval Duration


45




The total number of reporting events received from the VXML Serviceduring this interval. For each reporting event received from the VXMLService, this metric will be increased by one.

VXML Events Received

The total number of reporting events received from the SIP Service duringthis interval. For each reporting event received from the SIP Service, thismetric will be increased by one.

SIP Events Received

The total number of reporting events received from the IVR service inthe interval. For each reporting event received from the IVR service, thismetric will be increased by one.

IVR Events Received

The total number of writes to the database made by the Reporting serverduring the interval. For each write to the database by the Reporting server,this metric will be increased by one.

Database Writes




The total number of reporting events received from the VXML Servicesince the service started. For each reporting event received from theVXML Service, this metric will be increased by one.

VXML Events Received

The total number of reporting events received from the SIP Service sincethe service started. For each reporting event received from the SIP Service,this metric will be increased by one.

SIP Events Received

The total number of reporting events received from the IVR Service sincethe service started. For each reporting event received from the IVR Service,this metric will be increased by one.

IVR Events Received

The total number of writes to the database made by the Reporting serverduring since startup. For each write to the database by the Reportingserver, this metric will be increased by one.

Database Writes

Pool Statistics Tab

Device pool statistics report data on the devices contained within a device pool as described inthe following table.

Table 17: Pool Statistics

DescriptionField

�1�X�P�E�H�U��R�I��6�H�U�Y�H�U�V��L�Q��'�L�I�I�H�U�H�Q�W��6�W�D�W�H�V

Uni�ed CVP servers include: Call Servers, Uni�ed CVP VXML Servers, Uni�edCVP VXML Servers (standalone), Video Media Servers, and Reporting Servers.

Server Type

Total number of devices for each server type.Total Devices

Number of servers of each type that are up and running.Up

Number of servers of each type that have down status.Down

Number of servers of each type that have partial status.Partial


46



DescriptionField

Number of servers of each type that have a Not Reachable status.Not Reachable

�3�H�U�F�H�Q�W�D�J�H��R�I��6�H�U�Y�H�U�V��L�Q��'�L�I�I�H�U�H�Q�W��6�W�D�W�H�V

Uni�ed CVP servers include: Call Servers, Uni�ed CVP VXML Servers, Uni�edCVP VXML Servers (standalone), Video Media Servers, and Reporting Servers.

Server Type

Total number of devices for each server type.Total Devices

Percentage of servers of each type that are up and running.Up

Percentage of servers of each type that have down status.Down

Percentage of servers of each type that have partial status.Partial

Percentage of servers of each type that have an Unreachable status.Not Reachable

�6�H�H��$�O�V�R

Viewing Pool Statistics (page 43)

Sorting Servers

You can choose to sort the servers in ascending and descending sort sequences: by their networkstatus (up, down, partial, unreachable), hostname, IP address, device type, and by the numberof active calls.

Procedure

To sort servers:


Step 2 Select �'�H�Y�L�F�H��3�R�R�O and then select a device pool from the list.

Devices that belong to the selected device pool display on the General tab.

Step 3 To sort the list of servers, click the heading for the column you want to sort by. After you sortthe column, up/down arrows appear in the column headings. Click the arrows to specify thesort order for the column.

Editing a Device Configuration

You can edit the con�guration of a device that has been added to the Operations Console.

Procedure

To edit the con�guration of a device:


47




The Control Center Network Map window opens to the General tab.

Step 2 Click on the device hostname or select the radio button preceding the hostname and then click�(�G�L�W on the toolbar.

The Edit Con�guration window for the selected device displays.

�6�H�H��$�O�V�R

Viewing Device Properties (page 93)

Finding a Device (page 95)

Device Past Con�gurations (page 250)

Starting a Server

You can start a Call Server, Reporting Server, Uni�ed CVP VXML Server, or Video MediaServer from the Control Center.

Procedure

To start a server:


The Control Center window opens to the General tab.

Step 2 Select the Call Server, Reporting Server, Uni�ed CVP VXML Server, or Video Media Serverto restart by clicking the radio button next to the server.

Step 3 Click �6�W�D�U�W.

The server starts; its state displays in the Status column on the General tab.

�1�R�W�H��By default, device status is not refreshed. To set a refresh interval, select the desiredinterval from the Refresh drop-down menu.

�6�H�H��$�O�V�R


Viewing Devices by Type (page 23)



48



Shutting Down a Server

You can shut down a Call Server, Reporting Server, Uni�ed CVP VXML Server, or VideoMedia Server from the Control Center. A server instance enters the shutdown state as a resultof a graceful shutdown or forced shutdown process.

During a graceful shutdown, running processes complete before the server is shut down. Forexample, if you wanted to stop the CVP Call Server but wanted to complete the processing ofcalls in progress, you would choose Graceful Shutdown.

In a forceful shutdown, all processes are suspended immediately. If you were to shut down theCVP Call Server forcefully, calls in progress would be immediately dropped.

Procedure

To shut down a server:


The Control Center window opens to the General tab.

Step 2 Select the Call Server, Reporting Server, Uni�ed CVP VXML Server, or Video Media Serverto shut down by clicking the radio button next to the server.

Step 3 To shut down a server immediately, click �6�K�X�W�G�R�Z�Q. To shut down a server gracefully, click�*�U�D�F�H�I�X�O��6�K�X�W�G�R�Z�Q.

The selected server will be shut down, and its status shown as Down in the Devices tab in theright pane of the Control Center window.

�1�R�W�H��Graceful Shutdown is not supported by Uni�ed CVP VXML Server or CVP Video MediaServer.

�6�H�H��$�O�V�R


Using Device Pools

A device pool is a logical group of devices. Device pools provide a convenient way to de�nea set of common characteristics that can be assigned to devices, for example, the region in whichthe devices are located. You can create device pools and assign devices to the device pools youcreated.

Every device you create is automatically assigned to a default device pool, which you can neverremove from the selected device pool list. The Administrator account is automatically assigned


49


Using Device Pools

to the default device pool, which ensures that the Administrator can view and manage all devices.You cannot remove the Administrator from the default device pool.

When you create a user account, you can assign the user to one or more device pools, whichallows the user to view the devices in that pool from the Control Center. Subsequently, you canremove the user from any associated device pools, which prevents that user from viewing thepool devices in the Control Center. Removing a user from the default device pool prevents theuser from viewing all devices.

You can perform the following tasks using device pools:

� Adding a Device Pool (page 50)

� Editing a Device Pool (page 51)

� Deleting a Device Pool (page 51)

� Adding or Removing a Device from a Device Pool (page 52)

� Finding a Device Pool (page 53)

Adding a Device Pool

This section describes how to add a device pool to the Operations Console.

Procedure

To add a device pool to the Operations Console:

Step 1 Choose �6�\�V�W�H�P��!��'�H�Y�L�F�H��3�R�R�O.

The Find, Add, Edit, Delete Device Pools window opens.

Step 2 Click �$�G�G��1�H�Z.

Step 3 In the General tab, �ll in a unique name for the device pool and add a description.

�1�R�W�H��Device pool names must be valid DNS names, which can include letters in the alphabet,the numbers 0 through 9, and a dash.

Step 4 Click �6�D�Y�H to save the device pool.

�6�H�H��$�O�V�R

Using Device Pools (page 49)

Deleting a Device Pool (page 51)


50


Using Device Pools

Editing a Device Pool (page 51)

Adding or Removing a Device to a Device Pool (page 52)

Finding a Device Pool (page 53)

Editing a Device Pool

You can change the name and description of any device pool, except the default device pool.

Procedure

To edit a device pool:


The Find, Add, Delete, Edit Device Pools window opens.

Step 2 Select the device pool by clicking on its name in the device pool list or selecting the radio buttonpreceding it and clicking �(�G�L�W.

The Edit Device Pool Con�guration window opens to the General tab.

Step 3 You can change the description. You cannot change the name of a device pool.

Step 4 Click �6�D�Y�H.

�6�H�H��$�O�V�R



Adding a Device Pool (page 50)



Deleting a Device Pool

This section describes how to delete a device pool from the Operations Console.

Procedure

To delete a device pool:


51


Using Device Pools


The Find, Add, Edit, Delete Device Pools window displays.

Step 2 Find the device pool by using the procedure in the Finding a Device Pool topic.

Step 3 From the list of matching records, choose the device pool that you want to delete.

Step 4 Click �'�H�O�H�W�H.

Step 5 When prompted to con�rm the delete operation, click �2�. to delete or click �&�D�Q�F�H�O to cancelthe delete operation.

�6�H�H��$�O�V�R






Adding or Removing a Device from a Device Pool

Procedure

To add or remove a device from a device pool:

Step 1 From the Device Management menu, choose the type of device you want to add to a devicepool. For example, to add a Call Server to a device pool, select CVP Call Server from the menu.

A window listing known devices of the type you selected displays. For example, if you selectedCall Server, known CVP Call Servers are listed.

Step 2 Select the device pool by clicking on its name in the device pool list or by selecting the radiobutton preceding it and clicking �(�G�L�W.

Step 3 Select the �'�H�Y�L�F�H��3�R�R�O tab.

Step 4 To add a device to a device pool, select the device pool from the �$�Y�D�L�O�D�E�O�H pane, and then clickthe right arrow to move the pool to the �6�H�O�H�F�W�H�G pane.

Step 5 To remove a device from a device pool, select the device pool from the �6�H�O�H�F�W�H�G pane, and thenclick the left arrow to move the device pool to the �$�Y�D�L�O�D�E�O�H pane.


52


Using Device Pools

Step 6 Click �6�D�Y�H to save the changes to the Operations Console database. Some edit device screenshave an Apply button. Click �$�S�S�O�\ to copy the con�guration to the device.

�6�H�H��$�O�V�R






Finding a Device Pool

Because you might have several device pools in your network, the Operations Console lets youlocate speci�c device pools on the basis of speci�c criteria. Use the following procedure tolocate device pools.

Procedure

To �nd a device pool:

Step 1 Choose �6�\�V�W�H�P��!��'�H�Y�L�F�H��3�R�R�O��

Find, Add, Delete, Edit Device Pools window lists the available device pools 10 at a time, sortedby name.

Step 2 If the list is long, you can click the �rst page, previous page, next page, and last page icons onthe bottom right of the screen to page through the list. Or, you can enter a page number in the�3�D�J�H �eld and press enter to go directly to the numbered page.

Step 3 You can also �lter the list by selecting an attribute such as �1�D�P�H then selecting a modi�er,such as �E�H�J�L�Q�V��Z�L�W�K, and entering your search term then clicking �)�L�Q�G.

�1�R�W�H��The �lter is not case-sensitive, and wildcard characters are not allowed.

�6�H�H��$�O�V�R






53


Using Device Pools

Adding or removing a device from a Device Pool (page 52)

Importing an Operations Console Configuration

In the event of disaster recovery, you can import an Operations Console con�guration and applya previously saved con�guration.

Effective Uni�ed CVP, Release 8.0(1), the Operations Console supports the import ofsystem-level con�guration data.

When you import a database which was exported from an older version, the imported databaseis automatically upgraded to the latest version as indicated in the con�rmation message.

�1�R�W�H��The CVP import operation does not back up or restore the CVP con�guration of theVoiceBrowser or the sip.properties �les. If a complete restore of a CVP server is required, youwill need to manually restore some of the content of the sip.properties �le as well as theVoiceBrowser con�guration in addition to importing the system con�guration using theOperations Console.

Procedure

To import an Operations Console con�guration:

Step 1 Stop the Cisco CVP Resource Manager Windows Service:

a. Choose �6�W�D�U�W��!��$�O�O��3�U�R�J�U�D�P�V��!��$�G�P�L�Q�L�V�W�U�D�W�L�Y�H��7�R�R�O�V��!��6�H�U�Y�L�F�H�V.

b. Select �&�L�V�F�R��&�9�3��5�H�V�R�X�U�F�H��0�D�Q�D�J�H�U.

c. Select �6�W�R�S.

Step 2 Choose �6�\�V�W�H�P��!��,�P�S�R�U�W��6�\�V�W�H�P��&�R�Q��J�X�U�D�W�L�R�Q.

The Import System Con�guration window displays.

Step 3 If you know the �le name, enter it in the Enter Con�guration File text box. Otherwise, click�%�U�R�Z�V�H��W�R and search for the con�guration to import.

Step 4 Click �,�P�S�R�U�W.

Step 5 Restart the Cisco CVP OPSConsoleServer and Cisco CVP Resource Manager Windows Serviceson the machine and then log in to the Operations Console again:

a. Choose �6�W�D�U�W��!��$�O�O��3�U�R�J�U�D�P�V��!��$�G�P�L�Q�L�V�W�U�D�W�L�Y�H��7�R�R�O�V��!��6�H�U�Y�L�F�H�V.

b. Select �&�L�V�F�R��&�9�3��2�3�6�&�R�Q�V�R�O�H�6�H�U�Y�H�U.

c. Select �5�H�V�W�D�U�W.


54


Importing an Operations Console Configuration

d. Select �&�L�V�F�R��&�9�3��5�H�V�R�X�U�F�H��0�D�Q�D�J�H�U.

e. Select �5�H�V�W�D�U�W.

�1�R�W�H��All data in the Operations Console that is importing the con�guration will be lost andreplaced with the imported data.

�6�H�H��$�O�V�R

Exporting an Operations Console Con�guration (page 55)

Exporting an Operations Console Configuration

Using Export System Con�guration on the System menu, you can save and export all thecon�gurations of the Operations Console to a single �le on your local computer. This isparticularly useful in a back up scenario. For example, if the Operations Console con�guration�le were to become corrupt, you can import the �le and restore the Operations Consolecon�guration without having to individually recon�gure each module. Consider exporting thedatabase on a regular basis and also when you make major con�guration changes to a device.

All Operations Console con�guration data is exported, except for any �les you have uploaded,including licenses and application scripts. Effective Uni�ed CVP, Release 8.0(1), the OperationsConsole supports the export of system-level con�guration data.

�1�R�W�H��The CVP import and export operations do not back up or restore the CVP con�gurationof the VoiceBrowser or the SIP.properties �les. If a complete backup and record of the CVPcon�guration is required, you will need to manually back up the SIP.properties �le and theresult of the VoiceBrowser �V�D�O�O command in addition to exporting the system con�gurationusing the Operations Console.

See Procedure (page 55).

Procedure

To export an Operations Console con�guration:

Step 1 Choose �6�\�V�W�H�P��!��(�[�S�R�U�W��6�\�V�W�H�P��&�R�Q��J�X�U�D�W�L�R�Q.

The Export System Con�guration window displays.

Step 2 Click �(�[�S�R�U�W.

Step 3 In the Save As dialog box, choose the location to store the �le.


55


Exporting an Operations Console Configuration

�1�R�W�H��You will probably save the con�guration multiple times. Choose a naming conventionthat helps you identify the con�guration, for example, include the current date and time in the�le name.

�6�H�H��$�O�V�R

Importing an Operations Console Con�guration (page 54)

Using the Location Feature

Use the Location feature to route calls locally to the agent available in the branch of�ce, ratherthan routing calls to centralized or non-geographical numbers. This system-level feature allowsyou to select a Uni�ed CM server and extract the Uni�ed CM location information (locationprovider). Once the administrator initiates the synchronization, the system retrieves the locationinformation for all available Uni�ed CM servers which have been identi�ed as sources forlocation information.

After you have enabled synchronization for a Uni�ed CM server, information can be retrievedfrom any of the Uni�ed CM servers that have been identi�ed as sources for location information.

Prerequisites:

� Ensure that the device type (Gateway) is already con�gured.

� The device Location ID information, if con�gured in the Location con�guration page, isdisplayed as a read-only �eld.

� Any con�gurable �elds remain empty if they were not con�gured by the user

�1�R�W�H��

� If a location is associated with more than one Gateway, the system displays multiple rows ofthe same location information for each associated device.

� All Uni�ed CM servers enabled for synchronization are used during the synchronisation task.If you do not want a particular Uni�ed CM to be used when the synchronization task isperformed, then you should disable synchronization for that Uni�ed CM.

The following table describes the settings used to con�gure the Location feature.

Table 18: Location Configuration Settings

RestartRequired

ValueDefaultDescriptionProperty

�*�H�Q�H�U�D�O

NoNotapplicable

Insert siteidenti�er

Three options are available to identify the siteinformation:

Site Identi�erInformation

between the


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RestartRequired


NetworkVRU label

� Insert site identi�er between the Network VRUlabel and the correlation ID

and thecorrelationID

� Insert site identi�er at the beginning of theNetwork VRU label

� Do not insert site identi�er

�/�R�F�D�W�L�R�Q

Noa-z, A-Z, 0-9,-_

Notapplicable

This is a user de�ned �eld.Location Name(required)

Max length128 character

No0-9, #NullThe Site ID is a unique user-de�ned �eld.Site ID (required)


Noa-z, A-Z, 0-9NullThe Location ID is a unique user-de�ned �eld.Location ID(required)


NoNotapplicable

Notapplicable

Ensure to check the Enable Synchronization checkbox in the Uni�ed CM Server Con�guration

Uni�ed CM IPAddress

screen's General Tab to select Uni�ed CM as aUni�ed CM location information provider.This �eld is not

available formanually-con�guredlocations.

If a Uni�ed CM server is removed from theOperations Console con�guration, or if the Uni�edCM server is unreachable, or if the synchronizationcheck box is deselected, all locations stored in theOperations Console are automatically marked asinvalid.

NoNotapplicable

Notapplicable

You can select Gateways from the Available listto deploy location information.

Associated Gateway

You can con�gure multiple Gateways per location.An instance of a Gateway can only be assigned toone location.

When a Gateway is associated with a location, theGateway con�guration window displays thelocation as a read-only �eld.

NoValid orInvalid

Notapplicable

The status indicates the validity of the locationinformation is valid or invalid:

Status


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RestartRequired


� �,�Q�Y�D�O�L�G��The location is invalid if any of thefollowing scenarios apply:

- the location was previously synchronized witha Uni�ed CM server. Later, you delete thislocation from the Uni�ed CM server. When youperform the next synchronization with theUni�ed CM server, this location becomesinvalid

- the Uni�ed CM server's EnableSynchronization check box remains unchecked.You can select and remove "Invalid" locationsat any time. If a uni�ed CM is deselected fromthe synchronization list after synchronizing withthat Uni�ed CM server, then all the locationssynchronized from this Uni�ed CM serverbecome invalid.

- If a Uni�ed CM server is not reachable whenthe next synchronization occurs, then all thelocations associated with that Uni�ed CMbecome invalid.

� �9�D�O�L�G��The location is valid if any of thefollowing scenarios apply:

- the Enable Synchronization check box ischecked

- the location is exists in a Uni�ed CM servercon�guration, the last synchronization wassuccessful with the Uni�ed CM, and if thatUni�ed CM is still selected.

�&�D�O�O��6�H�U�Y�H�U��'�H�S�O�R�\�P�H�Q�W

NoNotapplicable

Con�gurationis deployed

You can select call servers from the Available listto deploy location information.

Associate CallServers

to allOne or more call servers can be selected anddesignated as Selected/Available.

selected callservers

You can perform the following tasks:

� Viewing Location Information (page 59)

� Inserting Site Identi�ers (page 60)

� Deploying Location Information (page 60)


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� Adding Locations (page 62)

� Editing Location Information (page 63)

� Deleting a Location (page 64)

� Synchronizing Location Information (page 65)

� Viewing Location Deployment/Synchronization Status (page 67)

� Finding a Location (page 68)

Viewing Location Information

Procedure

To view location based information:

Step 1 Choose �6�\�V�W�H�P > �/�R�F�D�W�L�R�Q.

Location information is listed on the Location tab. The Location tab displays the retrievedlocation information and allows you to edit and con�gure additional information.

If a location is associated with more than one Gateway, the same location information will bepresented in multiple rows. Only the associated device column will differ.

Step 2 Click the required device to launch the device con�guration window.

�6�H�H��$�O�V�R

Using the Location Feature (page 56)

Inserting Site Identi�ers (page 60)

Deploying Location Information (page 60)

Adding Locations (page 62)

Editing Location Information (page 63)

Deleting a Location (page 64)

Synchronizing Location Information (page 65)

Viewing Location Deployment/Synchronization Status (page 67)

Finding for Location (page 68)


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Inserting Site Identifiers

The Site Identi�er insert applies to all selected call servers using the Location con�guration.

Procedure

To insert site identi�ers:


Site identi�er information is listed on the General tab.

Three options are available to identify the site information:

� Insert site identi�er between the Network VRU label and the correlation ID

� Insert site identi�er at the beginning of the Network VRU label

� Do not insert site identi�er

�6�H�H��$�O�V�R


Viewing Location Information (page 59)








Deploying Location Information

By default, location information is deployed to all associated Call Servers. You can choose todeploy location information to one or more Call Servers.


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Procedure

To deploy location information:


Step 2 After making the required con�guration changes, you have two options to save the con�guration:

� Click �6�D�Y�H��'�H�S�O�R�\ in the bottom right corner of this page (or the �6�D�Y�H��'�H�S�O�R�\ buttonin the toolbar above) to save the location information and initiate a deployment request tothe selected Call Servers.

See the Viewing Location Deployment/Synchronization Status (page 67) section for detailson viewing the status information.

� Click �6�D�Y�H to save three components to the database: the location information, informationin the General tab, and the associated Call Servers.

�&�D�X�W�L�R�Q��,�Q��W�K�H��I�R�O�O�R�Z�L�Q�J��F�D�V�H�V��W�K�H��'�H�S�O�R�\�P�H�Q�W��6�W�D�W�X�V��G�L�V�S�O�D�\�V��D��Z�D�U�Q�L�Q�J��P�H�V�V�D�J�H��

� If you have only saved the con�guration details and have not deployed them.

� If you have edited or deleted an existing con�guration and have not deployed the changes.

� If you changed the call server association.

Deployment Error Scenarios

The following table provides the status, and workaround for the deployment error scenarios.

WorkaroundStatus

Restart the Operations Console service.Unable to access the database.

Try again.

Contact your administrator.

There is an unknown error in deployment.General failure.


Deploy the device �rst.The device was not deployed.

Try again.

Cannot remove from the database.The device was not deployed.

Check the network connection by pinging the device.The device could not be reached.


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WorkaroundStatus

Check the �rewall setting.

Turn off the �rewall if the �rewall is on.

If it is available, check if Resource Manager service is on.

Try again later.

Upgrade to the compatible version, then deploy again.The device is using an unknown version of the Uni�ed CVPsoftware.

Cannot remove.The device is using an unknown version of the Uni�ed CVPsoftware.

If OAMP has deployed SIP Server Group to the call server,delete the call server, and recreate the call server with a SIP

Device has no SIP Subsystem

Subsystem; or, do not select Call Servers with No SIP whendeploying SIP Server Group con�guration.

�6�H�H��$�O�V�R








Viewing the Status (page 67)


Adding Locations

You can manually add location information for locations that do not exist in Uni�ed CMdatabase.

Procedure

To add locations:



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Step 2 On the �/�R�F�D�W�L�R�Q tab, click �$�G�G��1�H�Z.

The Location Con�guration window displays.

Step 3 Assign the Location, Site ID, Location ID, and the Uni�ed CM IP Address as applicable to yourcon�guration.

Step 4 Optionally, select the required Gateway by moving it/them to the Selected column.

Step 5 Click �6�D�Y�H or �&�D�Q�F�H�O.

�6�H�H��$�O�V�R










Editing Location Information

You can only select a single location for this operation.

Procedure

To edit the required location:


Step 2 On the �/�R�F�D�W�L�R�Q tab, select the required location in one of two ways:

� Select the check box for the required location and click �(�G�L�W.

� Click the required location in the Location tab.

Step 3 Make the required changes and click �6�D�Y�H or �&�D�Q�F�H�O as applicable.


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�6�H�H��$�O�V�R










Deleting a Location

You can delete one or more locations at the same time.

Only manually-con�gured and invalid locations can be deleted.

Procedure

To delete a location:


Step 2 Select the required location(s).

Step 3 On the �/�R�F�D�W�L�R�Q tab, click �'�H�O�H�W�H.

A prompt window appears to con�rm your intention.

Step 4 Respond to the prompt (Proceed with Delete? OK | Cancel).

This prompt may differ if you select a location which cannot be deleted.

When you make your selection, the Location tab refreshes to display the results of your deletionin the message bar.

�6�H�H��$�O�V�R




64










Synchronizing Location Information

Location synchronization is a user-initiated task in the Operations Console. A singlesynchronization task runs in the background when initiated. When initiated, the systemsynchronizes and merges the location information for all Uni�ed CM servers selected duringthe con�guration.

There are two sub-tasks to complete a synchronizing operation

� Synchronization: The system retrieves the location data from Uni�ed CM database.

� Merge: The system merges the retrieved data with existing location data in the OperationsConsole database.

Procedure

To synchronize and refresh the location information with the Uni�ed CM server and merge theinformation with the Operations Console database:

Step 1 Con�gure and save one or more Uni�ed CM devices with synchronization enabled.


Step 3 Click �6�\�Q�F�K�U�R�Q�L�]�H.

The synchronization process is initiated at this point.

�1�R�W�H��Only one synchronization or deployment process can run at any given time. If one processis already running, you will receive an error message stating the same.

Step 4 Click �5�H�I�U�H�V�K to view the retrieved location information after the synchronization process iscompleted.


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Synchronization Error Scenarios

The following table provides the status, cause, and workaround for the synchronization errorscenarios.

WorkaroundStatus

Check the network connection by pinging the device.Not able to connect with the device.

If the device is connected, try again.

Check the user credentials.User credentials are not correct. User can't be authenticated.

The host name is not correct.Host name is unknown. Check the host name.

Verify the host name.

Determine if the AXL Web Service is available on thedevice.

Web Service is not available on the device.

Enable the AXL Web Service on the device.

Restart your Operations Console service.General database failure.

Try again.

If the problem persists, contact your administrator.

There is an unknown error in synchronization.General failure.


�6�H�H��$�O�V�R









Finding a Location (page 68)


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Viewing Location Deployment/Synchronization Status

Deployment and Synchronization operations can be time consuming depending on the numberof Call Servers or Uni�ed CMs. When either process is running, you can select a status reportto view the progress of the last initialized deployment or synchronization request.

�1�R�W�H��The Deployment and Synchronization operations are mutually exclusive. Only onesynchronization or deployment process can run at any given time. If one process is alreadyrunning, you will not be able to initiate another process and you will receive an error messagestating the same.

The following information applies to the Status window:

� Unapplied changes (deployment status only) indicate that a Save operation took place sincethe last deployment operation.

� Only one call server can be deployed at any given time. The other call servers are either inthe queue or in an already successful/failed state.

Procedure

To show deployment and/or synchronization results:


Step 2 From the toolbar, select �6�W�D�W�X�V.

Step 3 �,�I�� you want to view synchronization results,

�7�K�H�Q�� click �6�\�Q�F�K�U�R�Q�L�]�D�W�L�R�Q��6�W�D�W�X�V.

�,�I�� you want to view deployment results,

�7�K�H�Q�� click �'�H�S�O�R�\�P�H�Q�W��6�W�D�W�X�V.

Step 4 Click �5�H�I�U�H�V�K to view the updated status information.

See Viewing System-Level Operation States (page 18) for more details on each state.

�6�H�H��$�O�V�R





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Finding a Location (page 68)

Finding a Location

Procedure

To show deployment and/or synchronization results:


Step 2 To scroll through many pages of the list, click the �rst, previous, next, and last page icons onthe bottom left. to view the next group of available noti�cation destinations.

Step 3 You can �lter the list displayed by using the �lter at the top right of the list, select a �eld tosearch and then a modi�er (such as Starts with), then click �)�L�Q�G. The �lter is not case-sensitiveand wildcards are not allowed.

Using SIP Server Groups

Effective Uni�ed CVP, Release 8.0(1), you can add server groups at the system level to performSIP dynamic routing.

A Server Group consists of one or more destination addresses (endpoints) and is identi�ed bya Server Group domain name. This domain name is also known as the SRV cluster name, orFully Quali�ed Domain Name (FQDN). Server Groups contain Server Group Elements.

You can perform the following tasks:

� Viewing SIP Server Groups (page 69)

� Adding a SIP Server Group (page 72)

� Deleting SIP Server Groups (page 73)

� Editing SIP Server Groups (page 74) (including adding, deleting, or editing SIP Server GroupElements)


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Using SIP Server Groups

Operations Console User's Guide for Cisco Unified Customer Voice

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Transcript of Operations Console User's Guide for Cisco Unified Customer Voice