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Operations Console Online Helpfor Cisco Unified Customer Voice PortalRelease 7.0(1)

February 2008

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Table of Contents

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

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.........................................................................................17

Using the Control Center..........................................................................................................................18Viewing Devices by Type.....................................................................................................................18Viewing Devices by Device Pool..........................................................................................................19Viewing Device Status.........................................................................................................................20Viewing Device Statistics.....................................................................................................................24Viewing Infrastructure Statistics...........................................................................................................25Infrastructure Statistics........................................................................................................................26ICM Service Call Statistics...................................................................................................................29IVR Service Call Statistics...................................................................................................................31SIP Service Call Statistics...................................................................................................................33Gatekeeper Statistics...........................................................................................................................35Gateway Statistics...............................................................................................................................36VXML Server Statistics........................................................................................................................37Video Media Server Statistics..............................................................................................................39Reporting Server Statistics..................................................................................................................40Viewing Pool Statistics.........................................................................................................................41Pool Statistics Tab................................................................................................................................42Sorting Servers....................................................................................................................................42Editing a Device Configuration.............................................................................................................43Starting a Server..................................................................................................................................43Shutting Down a Server.......................................................................................................................44

Using Device Pools...................................................................................................................................45Adding a Device Pool...........................................................................................................................46Editing a Device Pool...........................................................................................................................46Deleting a Device Pool.........................................................................................................................47Adding or Removing a Device from a Device Pool..............................................................................48Finding a Device Pool..........................................................................................................................49

Importing an Operations Console Configuration......................................................................................50Procedure............................................................................................................................................50

Exporting an Operations Console Configuration......................................................................................51Procedure............................................................................................................................................51

Error Handling..........................................................................................................................................52

2. Managing Devices.....................................................................................................................................53Viewing Device Properties........................................................................................................................53

Offline View..........................................................................................................................................53Online View..........................................................................................................................................54Viewing Device Information.................................................................................................................54

Finding a Device.......................................................................................................................................55

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

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Procedure............................................................................................................................................55Getting Device Statistics......................................................................................................................56

Unified CVP Licensing..............................................................................................................................56Configuring a Call Server.........................................................................................................................58

Adding a Call Server............................................................................................................................59Deleting a Call Server..........................................................................................................................85Editing a Call Server............................................................................................................................86Finding a Call Server...........................................................................................................................87Viewing Call Server Statistics..............................................................................................................88Call Server Configuration Settings.......................................................................................................89Applying a License to a Call Server.....................................................................................................90

Configuring a Reporting Server................................................................................................................91Adding a Reporting Server..................................................................................................................92Editing a Reporting Server..................................................................................................................96Deleting a Reporting Server..............................................................................................................106Finding a Reporting Server................................................................................................................107Applying a License to a Reporting Server.........................................................................................108

Configuring a VXML Server....................................................................................................................109Adding a VXML Server......................................................................................................................109Editing a VXML Server.......................................................................................................................111Deleting a VXML Server....................................................................................................................112VXML Server General Properties......................................................................................................113VXML Server Configuration Properties.............................................................................................114Inclusive and Exclusive VoiceXML Filters for Reporting....................................................................115Transferring Script Files.....................................................................................................................119Downloading a Log Messages XML File...........................................................................................120Editing the Log Messages XML File..................................................................................................121Unified CVP Event Severity Levels....................................................................................................122Uploading a Log Messages XML File................................................................................................122Applying a License to a VXML Server...............................................................................................123Getting the System ID for a VXML Server.........................................................................................124Finding a VXML Server......................................................................................................................125

Configuring a VXML Server (Standalone)..............................................................................................126Adding a VXML Server (Standalone).................................................................................................126Editing a VXML Server (Standalone).................................................................................................127Deleting a VXML Server (Standalone)...............................................................................................128Finding a VXML Server (Standalone)................................................................................................129Getting the System Id for a VXML Server (Standalone)....................................................................130Applying a License to a VXML Server (Standalone)..........................................................................131

Configuring a Gatekeeper......................................................................................................................132Transferring a File to a Gatekeeper...................................................................................................132Adding a Gatekeeper.........................................................................................................................133Editing a Gatekeeper.........................................................................................................................134Deleting a Gatekeeper.......................................................................................................................135Executing Gatekeeper Commands....................................................................................................135Gatekeeper Configuration Settings....................................................................................................136IOS Gatekeeper Commands.............................................................................................................136Finding a Gatekeeper........................................................................................................................137Getting Gatekeeper Statistics............................................................................................................138

Configuring a Gateway...........................................................................................................................139Adding a Gateway..............................................................................................................................139


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Editing a Gateway..............................................................................................................................140Deleting a Gateway............................................................................................................................141Gateway Configuration Settings........................................................................................................142IOS Gateway Commands..................................................................................................................143Executing IOS Commands on the Gateway.......................................................................................143Transferring a File to a Gateway........................................................................................................143Viewing Gateway Statistics................................................................................................................144Finding a Gateway.............................................................................................................................145

Configuring a Content Services Switch (CSS).......................................................................................146Adding a Content Services Switch....................................................................................................147Editing a Content Services Switch.....................................................................................................147Deleting a Content Services Switch..................................................................................................148Finding a Content Services Switch....................................................................................................149Content Services Switch Configuration Settings...............................................................................150IOS Content Services Switch Commands.........................................................................................151Executing IOS Commands on the Content Services Switch.............................................................151Transferring a Script File to a Content Services Switch.....................................................................151

Configuring a Speech Server.................................................................................................................152Adding a Speech Server....................................................................................................................153Speech Server Configuration Settings...............................................................................................154Editing a Speech Server Configuration..............................................................................................154Applying a License to a Speech Server.............................................................................................155Deleting a Speech Server..................................................................................................................156Adding and Removing Speech Servers from a Device Pool..............................................................156Finding a Speech Server...................................................................................................................157

Configuring a Media Server....................................................................................................................158Adding a Media Server......................................................................................................................158Media Server Configuration Settings.................................................................................................159Editing a Media Server Configuration................................................................................................160Deleting a Media Server....................................................................................................................160Adding and Removing a Media Server from a Device Pool...............................................................161Finding a Media Server......................................................................................................................161

Configuring Video Media Server.............................................................................................................162Adding a Video Media Server............................................................................................................163Editing a Video Media Server............................................................................................................164Configuring Video Media Server Infrastructure Settings....................................................................165Video Media Server Configuration Settings.......................................................................................166Adding and Removing a Video Media Server from a Device Pool.....................................................167Deleting a Video Media Server..........................................................................................................167Finding a Video Media Server............................................................................................................168Viewing Video Media Server Statistics..............................................................................................169Launching the Video Media Server Administration Interface.............................................................169

Using the Video Media Server Administration Interface.........................................................................170Copying Video Files to the Video Media Server.................................................................................172Adding or Editing Metadata...............................................................................................................173Deleting Metadata..............................................................................................................................174Metadata Configuration Settings.......................................................................................................175Searching Metadata...........................................................................................................................177Sorting the Media List........................................................................................................................178Filtering the Media List.......................................................................................................................178Browsing the Media Library...............................................................................................................179


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Previewing a Video File......................................................................................................................180Configuring a Cisco Unified Communications Manager Server.............................................................180

Adding a Unified CM Server..............................................................................................................181Editing a Unified CM Server..............................................................................................................182Unified CM Configuration Settings.....................................................................................................183Deleting a Unified CM Server............................................................................................................183Finding a Unified CM Server..............................................................................................................184

Configuring an ICM Server.....................................................................................................................185Adding an ICM Server.......................................................................................................................185Deleting an ICM Server.....................................................................................................................186Editing an ICM Server........................................................................................................................187Finding an ICM Server.......................................................................................................................187ICM Server Configuration Settings....................................................................................................188

Configuring a SIP Proxy Server..............................................................................................................189Adding a SIP Proxy Server................................................................................................................190Deleting a SIP Proxy Server..............................................................................................................191Editing a SIP Proxy Server................................................................................................................191Finding a SIP Proxy Server...............................................................................................................192SIP Proxy Server Configuration Settings...........................................................................................193

Adding IVP Server to Operations Console.............................................................................................193Adding an IVP Server........................................................................................................................194Editing an IVP Server........................................................................................................................195IVP Server Configuration Settings.....................................................................................................195Adding and Removing an IVP Server from a Device Pool.................................................................196Deleting an IVP Server......................................................................................................................197Finding an IVP Server........................................................................................................................197

Device Past Configurations....................................................................................................................198Finding a Device Past Configuration..................................................................................................198Viewing Past Device Configurations..................................................................................................199Applying Past Device Configurations.................................................................................................200

Device Versions......................................................................................................................................200Procedure..........................................................................................................................................201

3. Managing Unified CVP Operations Console Users.................................................................................203Overview of User Management..............................................................................................................203Managing User Roles.............................................................................................................................204

Adding a User Role............................................................................................................................204Editing a User Role............................................................................................................................205Assigning Access Criteria to User Roles...........................................................................................205Finding a User Role...........................................................................................................................206Deleting User Roles...........................................................................................................................207

Managing User Groups..........................................................................................................................208Adding a User Group.........................................................................................................................208Editing User Groups..........................................................................................................................209Assigning a Role to a User Group.....................................................................................................210Deleting a User Group.......................................................................................................................211Finding a User Group........................................................................................................................211

Configuring Unified CVP Operations Console Users.............................................................................212Adding a User Account......................................................................................................................213Finding a User Account.....................................................................................................................214Configuring General User Information...............................................................................................215Adding or Removing a User from a Device Pool................................................................................216


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Assigning a User to a User Group.....................................................................................................217Editing a User Account......................................................................................................................218Deleting a User Account....................................................................................................................219

4. Bulk Administration.................................................................................................................................221Transferring a File to Multiple Devices....................................................................................................221

Procedure..........................................................................................................................................221Procedure..........................................................................................................................................222

5. Configuring SNMP Agents......................................................................................................................223Simple Network Management Protocol Support....................................................................................223SNMP Basics..........................................................................................................................................223SNMP Management Information Base (MIB).........................................................................................224SNMP Configuration Checklist ..............................................................................................................225Importing Previously Configured Windows SNMP V1 Community Strings.............................................225Configuring an SNMP V1/V2c Agent......................................................................................................226

Configuring SNMP V1/V2c Community Strings.................................................................................227Adding an SNMP V1/V2C Community String....................................................................................227Editing an SNMP V1/V2C Community String.....................................................................................228General SNMP V1/V2C Community String Configuration.................................................................228Assigning an SNMP Entity to a Device..............................................................................................229Finding an SNMP V1/V2c Community String.....................................................................................230Deleting an SNMP V1/V2c Community String...................................................................................231Configuring Notification Destinations.................................................................................................231Notification Destination Configuration Settings..................................................................................232Adding an SNMP V1/V2C Notification Destination............................................................................232Editing an SNMP V1/V2C Notification Destination............................................................................233Deleting an SNMP V1/V2C Notification Destination..........................................................................233Finding an SNMP V1/V2C Notification Destination............................................................................234

Configuring an SNMP V3 Agent.............................................................................................................235Configuring SNMP V3 Users.............................................................................................................235Finding an SNMP V3 User.................................................................................................................235Adding an SNMP V3 User.................................................................................................................236Editing an SNMP V3 User..................................................................................................................237SNMP V3 User Configuration Settings..............................................................................................237Deleting an SNMP V3 User...............................................................................................................239Configuring SNMP Notification Destinations.....................................................................................240Adding an SNMP V3 Notification Destination....................................................................................240Editing an SNMP V3 Notification Destination....................................................................................240Notification Destination Configuration Settings..................................................................................241Finding an SNMP V3 Notification Destination....................................................................................242Deleting an SNMP V3 Notification Destination..................................................................................243

Configuring an SNMP MIB2 System Group...........................................................................................243Adding an SNMP MIB2 System Group..............................................................................................243Editing an SNMP MIB2 System Group..............................................................................................244Deleting an SNMP MIB2 System Group............................................................................................245Finding an SNMP MIB2 System Group.............................................................................................245

Using Syslog...........................................................................................................................................246Configuring the Syslog Server...........................................................................................................246

6. Launching Tools......................................................................................................................................249Launching an SNMP Monitor..................................................................................................................249

Procedure..........................................................................................................................................249


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About Cisco Support Tools.....................................................................................................................250Launching Support Tools........................................................................................................................250

Procedure..........................................................................................................................................250Configuring Links for Tools.....................................................................................................................251

Adding a URL Link to the Tools Menu................................................................................................251Modifying a URL Link on the Tools Menu..........................................................................................251Removing a URL Link from the Tools Menu.......................................................................................252

Glossary .....................................................................................................................................................253

Index ...........................................................................................................................................................265


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The Unified CVP System

Introduction

Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified IntelligentContact Management Enterprise (Unified ICME) and Cisco Unified Contact Center Expressproducts. ICME provides the services necessary to determine where calls should be routed,whether to ACDs, specific agents, or to VRUs, but the routing services themselves must 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. Unified 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 traffic can be handled over the IP network rather than by thePSTN carrier, which reduces costs and can provide greater network bandwidth.

Unified CVP supports all the features of existing PSTNs and adds additional features. Forexample, Unified 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. UnifiedCVP enhances this traditional PSTN feature with the use of its own VoiceXML InteractiveVoice Response (IVR) application platform. Also, Unified CVP can "park" calls by providingsome voice prompts or hold music to callers who are waiting in queue for an agent in UnifiedICME.

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


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Chapter 1

Key Features and Benefits

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

Unified CVP includes these features:

IP-based services:

Switching. Unified CVP can transfer calls over an IP network.

Takeback. Unified CVP can take back a transferred call for further IVR treatment ortransfer.

IVR Services. The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service,"for example.

Queuing. Calls can be "parked" on Unified CVP for prompting or music on hold, whilewaiting for a call center agent to be available.

Voice Enabled IVR Services. Unified CVP provides for sophisticated self-serviceapplications, such as banking, brokerage, or airline reservations.

Compatibility with Other Cisco Call Routing and VoIP Products. Specifically, CiscoUnified Intelligent Contact Management Hosted or Cisco Unified Intelligent Contact


8

Chapter 1: - The Unified CVP System

Introduction

Management Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center(IPCC).

Compatibility with Cisco Unified Communications Manager (Unified CM). Unified CMmanages and switches VoIP calls among IP phones. When combined with Unified ICME,Unified CM becomes the IPCC product.

Compatibility with the Public Switch Telephone Network (PSTN). Calls can be movedonto an IP-based network for Unified CVP treatment and then moved back out to a PSTNfor further call routing to a call center.

Carrier-Class Platform. Unified CVP is a reliable, redundant, and scalable platform, whichallows it to work with service provider and large enterprise networks.

Reporting. Unified 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.

Operations Console. A web-based console from which you can centrally operate, administer,maintain, and provision the Unified CVP solution.

Video Support. Unified CVP, coupled with Radvision Corporation's iContact platform,provides video self-service and queuing integrated with Cisco Unified Contact CenterEnterprise.

Call Routing Support. Unified 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 Unified CVP solution can run as a hybrid, directing both SIPand H.323 calls until all call flows are switched over to SIP.

VoiceXML Services. Unified CVP provides a platform for developing powerful,speech-driven interactive applications accessible from any phone.

The VoiceXML platform includes:

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

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

See Also

Using the Operations Console (page 10)

Using the Control Center (page 18)


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Chapter 1: The Unified CVP System

Introduction

Using the Operations Console

The Operations Console is a web-based interface from which you can configure the UnifiedCVP components in the Unified CVP solution. You can monitor and manage the followingUnified CVP components directly from the Operations Console:

CVP Call Server

CVP Reporting Server

CVP VXML Server

CVP VXML Server (standalone)

CVP Video Media Server

The Operations Console manages component configurations. It also provides the ability todistribute Call Studio applications to VXML Servers, perform Reporting DB administration,and deploy licenses to all of the CVP devices listed above. Finally, the Operations Consoleprovides basic visual indications as to which managed components are functioning properlyand 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:

Troubleshooting - 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.

Health Monitoring - You can use any SNMP-standard monitoring tool to get a detailedvisual and tabular representation of the health of the solution network. All Unified CVPproduct components and most Unified CVP solution components also issue SNMP traps andstatistics which can be delivered to any standard SNMP management station or monitoringtool.

Direct administration of individual IOS-based components - Administrators can selectan individual gateway, gatekeeper, or content services switch for direct administration usingsecure shell (ssh). Configurations which are modified in this way, or which are modified bydirectly accessing those components without using the Operations Server can be uploadedto the Operations Server backup and later use.


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

Logging in to the Operations Console (page 11)

Using the Cisco Unified Customer Voice Portal Page (page 12)

Getting Acquainted with the Operations Console Menus (page 13)

Where to Find More Information (page 16)

Logging out from the Operations Console (page 17)

Using the Control Center (page 18)

Logging In to the Operations Console

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

Before You Begin

If this is the first time you are logging in to the Operations Console after installing Unified 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 Unified Customer Voice Portal page displays.

Step 2 Enter your user ID in the Username field.

The first time you log in after installing Unified CVP software, enter Administrator, the defaultuser account.

Step 3 In the Password field, 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 OK.


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The main Cisco Unified 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.

See Also

Logging Out From the Operations Console (page 17)

My Account

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

From this screen you can perform the following tasks:

Configuring General User Information (page 215)

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

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

Assigning a User to a Device Pool (page 216)

Assigning a User to a User Group (page 217)

Using the Cisco Unified Customer Voice Portal Page

The main Cisco Unified Customer Voice Portal page is displayed when you log in to 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 fields:

Window header fields:

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

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

Logout (page 17) - Logs you out from the console.

About - Displays the Welcome window.


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See Also

Getting Acquainted with the Operations Console Menus (page 13)

Where to Find More Information (page 16)

Getting Acquainted with the Operations Console Menu Options

Use the Operations Console menu options to configure Unified CVP components and users.

Note: Selecting an item from the menu bar launches the respective page.

Use ToOptionsMenu

View the status of the Cisco Unified 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 Unified 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 configuration file and apply it to the currentsystem.

Import System Configuration

Save and export all configuration information forthe Operations Console Server to a single file onyour local computer.

Export System Configuration

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

Configure 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, or IVP; applylicenses to a Call Server.

Configure 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.


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Use ToOptionsMenu

Configure VXML Server general and infrastructuresettings; specify primary and backup Call Servers;

CVP VXML Server

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

Configure 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).

Note: A VXML Server (standalone) handles callsthat arrive through a VoiceXML gateway. (Nostatistics are provided when the VXML Server isconfigured this way.) Also, you cannot configurea database to and capture data from VXML Server(standalone) applications.

Configure Video Media Server general andinfrastructure settings and associate a Video Media

CVP Video Media Server

Server with device pools. Also, the Video MediaServer Administration interface is launched fromhere.

Note: A Video Media Server stores, annotates, andretrieves video media files.

Configure Gatekeeper general settings and associateGatekeepers with device pools; execute a subset of

Gatekeeper

IOS commands; view gatekeeper statistics; andtransfer files.

Configure Gateway general settings; associateGateways with device pools; execute a subset of

Gateway

IOS commands; view gateway statistics; andtransfer files.

Configure CSS general settings; associate a CSSwith device pools; execute a subset of IOScommands; and transfer files.

Content Services Switch

Note: A Content Services Switch (CSS) providesload-balancing services for servers.

Configure Speech Server general settings; associatea Speech Server with device pools; and transferlicenses.

Speech Server

Note: A Speech Server provides speech recognitionand synthesis services.


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Use ToOptionsMenu

Configure Media Server general settings andassociate a Media Server with device pools.

Media Server

Note: A Media Server administers the media filesthat contain messages and prompts callers hear.

Configure Unified CM general settings; specify theURL to the Unified CM Device Administrationpage; associate the Unified CM with device pools.

Unified CM

Configure ICM Server general settings andassociate the ICM Server with device pools.

ICM Server

Configure 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.

Configure IVP Server general settings and associatethe IVP Server with device pools.

IVP Server

Review and Restore past device configurations.Device Past Configurations

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

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 Unified CVP users, assign them to groupsand roles.

Users

Transfer license files and script files to multipledevices at a time.

File TransferBulk Administration

Configure the SNMP agent that runs on the UnifiedCVP 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;configure a destination to receive SNMPnotifications from an SNMP management station;associate community strings with device.

Configure the SNMP agent that runs on the UnifiedCVP device to use the V3 SNMP protocol to

V3

communicate with an SNMP management station;add and delete SNMP users and set their accessprivileges; configure a destination to receive SNMPnotifications from an SNMP management station;associate SNMP users with devices.


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Use ToOptionsMenu

Configure 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 Support Tools application in a newbrowser window.

Support Tools

Specify the URLs that launch the SNMP Monitorand Support Tools applications.

Configure

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 configureand perform basic monitoring of the components that make up the Unified CVP solution. Fordesign considerations and guidelines for deploying enterprise network solutions that incorporateCisco Unified Customer Voice Portal software, refer to the Cisco Unified Customer VoicePortal Release 7.0 Solution Reference Network Design (SRND) (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 Unified CVP documentation set.

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

Hardware and Software System Specification for Cisco Unified

Customer Voice Portal Software Release 7.0(1)1The versions of software and hardware thatare required and compatible with the UnifiedCVP solution

Release Notes for Cisco Unified Customer Voice Portal, Release 7.0(1)2System requirements, features of the release,packaging information, limitations andrestrictions, and a list of known defects

Installation and Upgrade Guide for Cisco Unified Customer Voice

Portal3Installing Unified CVP software, performingan initial configuration, and upgrading fromearlier versions of Unified CVP software

Configuration and Administration Guide for Cisco Unified Customer

Voice Portal4Setting up, running, and administering theUnified CVP product, including associatedconfiguration

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

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_configuration_guides_list.html


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

Reporting Guide for Cisco Unified Customer Voice Portal5Configuring the Reporting Server andReporting Database and using reporttemplates to generate reports

Troubleshooting Guide for Cisco Unified Customer Voice Portal6Isolating and solving problems in the UnifiedCVP solution

User Guide for Cisco Unified CVP VXML Server and Cisco Unified

Call Studio 7Using the Call Studio environment anddeploying applications to the Cisco UnifiedCVP VXML Server

Say It Smart Specifications for Cisco Unified CVP VXML Server and

Cisco Unified Call Studio8Configuration options for all Say It Smartplugins

Programming Guide for Cisco Unified CVP VXML Server and Cisco

Unified Call Studio9Building components that run on the CiscoUnified CVP VXML Server

Port Utilization Guide for Cisco Unified Customer Voice Portal

Software Release 7.0(1)10The ports used by Unified CVP softwarecomponents.

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

The Cisco Security Agent for Cisco Unified Customer Voice Portal - Cisco Security AgentInstallation/Deployment Guide for Cisco Unified Customer Voice Portal, Release 7.0(1)

Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet (http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html)

Simple Network Management Protocol (SNMP) - http://www3.ietf.org/

Cisco Support Tools - Cisco Support Tools User Guide for Cisco Unified Software

Logging Out From the Operations Console

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

Procedure

To log out from the Operations Console:

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


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http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.htmlhttp://www3.ietf.org/

Step 1 Click Logout in the screen header at the top of the screen.

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

See Also

Logging In to the Operations Console (page 11)

Using the Control Center

Use the control center to view and manage the devices in the Cisco Unified CVP solution 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 18)

Viewing Devices by Device Pool (page 19)

Viewing Device Status (page 20)

Viewing Device Pool Statistics (page 41)

Sorting Servers (page 42)

Starting a Server (page 43)

Shutting Down a Server (page 44)

Viewing Devices by Type

You can view groups of devices by type (for example, Call Server, Reporting Server, 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 System > Control Center.

The Control Center window opens.

Step 2 Select the Device Type tab.


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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.

See Also



Editing a Device Configuration (page 43)


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 Device Pool tab and then select a device pool from the list.

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

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 Refresh drop-down menu.

By default, pool statistics are not refreshed.

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

See Also



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Editing a Device Configuration (page 43)


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, Video Media Servers and VXML Servers,report current operating status. The status of some devices, such as IOS devices, Unified CM,ICM servers, and SIP proxy servers display as N/A (Not Applicable) because the OperationsConsole does not monitor these device types.

The following tables describes fields in the Control Center.

Table 1: 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, Video Media Server,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.

Unapplied Changes - Indicates that configuration 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 Unified CM, Video Media Server, SIPproxy servers, and ICM Servers.

The current operating status for a selected device.Status

Up

The Device is up and running.

CVP Service Internal States

In Service - The service is running.


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DescriptionField

In Service (Warning Threshold Reached) - The service is running and the warningthreshold has been reached.

In Service (Critical Threshold Reached) - The service is running and the criticalthreshold has been reached.

Down

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


Disabled - The service has not been configured.

Stopped - The service is not running. Error Scenario (not an internal state): Where localResource Manager service has no message bus communication with device.

Error Scenario (not an internal state) - Where local Resource Manager service hasno message bus communication with device.

Partial

One or more of the device services are functioning partially.


Starting - The service is starting.

Partial Service - The service has been configured and started, but is not running at fullservice.

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.

Stopping - The service is stopping.

Not Reachable

The device could not be reached from Operations Console.

Common reasons for not reachable status are:

Machine shutdown.

Resource Manager service on the device is down.

Security is enabled for device but invalid certificate configuration, et cetera.


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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 specific to each CVP device type.


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Table 2: CVP Device Status

DescriptionCVP Device

Call Server Up

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

Down

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

Partial

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

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

Not Reachable

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

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

Reporting Server Up

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

Down

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.


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DescriptionCVP Device

Partial

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 file is full and all newmessages are written in memory in a buffer queue.

Not Reachable

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)

Up

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

Not Reachable

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

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

Video Media Server Up

The device is running and reports an In Service state.

Down

The device is deemed stopped (or disabled).

Partial

The device is not in the Up, Down, or Not Reachable state.

Not Reachable

The device is deemed Not Reachable.

Viewing Device Statistics

You can view realtime, interval, and aggregate data for Unified CVP devices.


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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 Statistics either in the Actions column or in the toolbar.

Statistics for the selected device are reported in a new statistics result window. All event statisticsare sent to an SNMP manager, if one is configured. The log messages XML file,CVPLogMessages.xml, defines the severity, destination (SNMP management station or Syslogserver), and possible resolution for Unified CVP log messages.

See Also

Infrastructure Statistics (page 26)

ICM Service Call Statistics (page 29)

IVR Service Call Statistics (page 31)

SIP Service Call Statistics (page 33)

Gatekeeper Statistics (page 35)

Gateway Statistics (page 36)

VXML Server Statistics (page 37)

Video Media Server Statistics (page 39)

Reporting Statistics (page 40)

Viewing Infrastructure Statistics

You can view realtime, interval, and aggregate data for Unified CVP devices.

Procedure

To view infrastructure statistics:



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Step 2 Select the Device Type 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 Statistics in the toolbar.

Step 6 Select the Infrastructure tab.

Statistics for the selected device are reported in a new window. All event statistics are sent toan SNMP manager, if one is configured. The log messages XML file, CVPLogMessages.xml,defines the severity, destination (SNMP management station or Syslog server) and possibleresolution for Unified CVP log messages.

See Also

Editing the Log Messages XML File (page 121)

Infrastructure Statistics

Unified CVP infrastructure statistics include realtime and interval data on the Java 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 25) for more information.

Access infrastructure statistics either by:

Choosing System > Control Center, selecting a device, clicking the Statistics icon in thetoolbar, and then selecting the Infrastructure tab.

Selecting a device type from the Device Management menu, selecting a device, clickingthe Statistics icon in the toolbar, and then selecting the Infrastructure tab.

The following table describes Licensing statistics.

Table 3: Licensing Statistics

DescriptionStatistic

Realtime Statistics

The number of port licenses available for the processing of new calls.Exactly one port license is used per call, independent of the call's traversalthrough the individual call server services.

Port Licenses Available


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The number of port licenses currently in use on the call server. Exactlyone port license is used per call, independent of the call's traversal of theindividual call server services.

Current Port Licenses in Use

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

Current Port Licenses State

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

Interval Statistics

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

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

Interval Duration

The number of port license 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 License Requests

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

Average License Requests/Minute

The maximum number of port licenses used during this time interval.Maximum Port Licenses Used

Aggregate Statistics

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 license checkout requests made since the system wasstarted. For each port license checkout request, whether it checks out newport license or not, this metric is increased by one.

Total New Port License Requests

The average number of port license checkout requests made per minutesince the system was started. This metric is calculated by dividing the

Average License Requests /Minute

aggregate port license requests metric by the number of minutes elapsedsince the system was started.

The peak number of simultaneous port licenses used since the start of thesystem. When a port checkout occurs, this metric is set to the current port

Peak Port Licenses Used

licenses in use metric if that value is greater than this metric's current peakvalue.

The number of port license checkout requests that were denied since thestart of the system. The only reason a port license checkout request would

Total Denied Port License Requests

be denied is if the number of port licenses checked out at the time of therequest is equal to the total number of port license available. When a portlicense checkout is denied, the call does not receive regular treatment (thecaller may hear a busy tone or an error message).

The following table describes thread pool system statistics. The thread pool is a cache of threads,used by Unified CVP components only, for processing of relatively short tasks. Using a thread


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pool eliminates the waste of resources encountered when rapidly creating and destroying threadsfor these types of tasks.

Table 4: Thread Pool Realtime Statistics


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 5: Java Virtual Machine (JVM) Realtime Statistics


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 Unified 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 Unified 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


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ICM Service Call Statistics

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

Access ICM Service statistics either by:

Choosing System > Control Center, selecting a CVP Call Server, clicking the Statisticsicon in the toolbar, and then selecting the ICM tab.

Choosing Device Management > CVP Call Server, selecting a Call Server, clicking theStatistics icon in the toolbar, and then selecting the ICM tab.

The following table describes ICM Service call statistics.

Table 6: ICM Service Call Statistics


Realtime Statistics

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

Active Calls

by the ICM for the Unified 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 Unified 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 Unified 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 VXML Server need call routing instructionsfrom the ICM Server. Active Lookup Requests indicates the current numberof external VXML Server call routing requests sent to the ICM Server.

Active ICM Lookup Requests

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

Interval Statistics

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