UCCE CrossTraining GW-CUSP-CVP-CUCM-ICM

UCCE CrossTraining GW-CUSP-CVP-CUCM-ICM
Training DFWCUG UCCE CrossTraining GW-CUSP-CVP-CUCM-ICM Maneet Jodhka (CUCM TL) Ricardo Mancera (UCCE TL) 5/4/2016

Session Agenda UCCE Overview Call Flows Configuration – Best Practice
Trace and Log Collection Break-Fix Scenarios Additional: ICM

UCCE Overview

Functional Overview Media Server VXML Server IVR SS ICM SS SIP SS
ASR/TTS CVP Server HTTP Media Server MRCP HTTP(S)/VXML VXML Server HTTP(S)/VXML OAMP Server IVR SS ICM SS VXML Gateway GED-125 SCI SIP Media (RTP) SIP Proxy SIP SS Customer Database DMP Ingress Gateway SIP SIP Call Server SS=Subsystem JTAPI SIP SIP SCCP PSTN Cisco UCM

Overview - UCCE

What Is Cisco Unified Contact Center Enterprise?
Cisco’s Contact Center solution Unified Contact Center Enterprise

Cisco Unified CCE Naming Conventions
Cisco Unified CCE is the comprehensive product name of this software. It will be used to set up all the Cisco Unified CCE deployment models such as: Cisco Unified CCE Cisco Unified CCE Third Party ACD Deployment Model, formerly known as Unified Intelligent Contact Management Enterprise (Unified ICME) Cisco Unified CCE Hosted Collaboration Service for Contact Center (HCS-CC)

Cisco Unified CCE Components

Cisco Unified CCE Components Summary
These are the core components. Many additional options are available. SIP Proxy Server Intelligent Contact Manager LAN Gateway(s) Cisco Unified Customer Voice Portal Or Cisco Unified IP IVR Cisco Unified CCE Cisco Unified Communications Manager

Cisco Unified CCE Components (Cont.)
Cisco Unified Customer Voice Portal (Cisco Unified CVP) or Cisco Unified IP IVR These products provide announcement and customer interaction services. Cisco Unified Customer Voice Portal Cisco Unified IP IVR

Call Treatment Applications
Cisco Unified CCE Components (Cont.) Call Treatment Applications Cisco Unified IP IVR Prompt and collect Call controls such as answer, terminate, transfer, and place call Enterprise database integration Inbound HTTP-triggered applications Generate and send outbound VoiceXML v2.0 support for advanced speech applications Record callers’ audio input and save and/or upload as prompts Remote Java Invocation (RMI) CTI integration with Cisco Unified CCE XML document processing MRCP integration to support ASR and TTS services Auto-attendant and spoken name upload provided Real-time and historical reports

Call Treatment Applications (Cont.)
Cisco Unified CCE Components (Cont.) Call Treatment Applications (Cont.) Cisco Unified Customer Voice Portal IP-based services: Switching over an IP network Take back of a call as needed Prompt and collect IVR functions ASR and TTS Tightly integrated with other Cisco call routing and VoIP products Interoperable with the PSTN traditional trunks and SIP trunks Carrier-class reliability, redundancy, and scalability VoiceXML services External database integration Reporting stored in a dedicated database Web-based OAM&P Video

Gateways The PSTN is responsible for delivering the call inbound to a Voice Gateway. The inbound call is received with a DNIS, the inbound instructions for what to do with the call. The DNIS may be used by UCCE to disclose the caller’s intent and objective: sales or support. The DNIS may vary in length. The Voice Gateway or Unified CM may modify the digits presented to downstream devices.

Gateways The VoiceXML Gateway can be collocated on the ingress gateway or on a dedicated gateway, depending on scale. The Voice Browser runs on the gateway and interprets VXML documents. VXML documents can come from the VXML server or the IVR service on the call server. When invoked by the VXML document, speech recognition and text-to-speech servers can be used. You can store media files locally or on external media servers. ASR and TTS Media Server VXML Server MRCP HTTP HTTP(S) VXML HTTP(S)VXML Call Server SIP SIP Cisco IOS VoiceXML Gateway SIP Proxy

Cisco Unified Border Element
Cisco Unified CCE Components (Cont.) Cisco Unified Border Element Old School method, with PRI Trunks to Traditional PSTN provider Voice Gateway Class5 CO MGCP, H.323, or SIP PRI PSTN New School method, with SIP Trunks to your PSTN provider. Enterprise SBC (CUBE) MGCP, H.323, or SIP SP IP Network SIP PSTN SP SBC

Cisco Unified Communications Manager Cisco Unified Communications Manager is an IP voice call processing engine. Its primary duty is to provide for call delivery (call setup and teardown). It can have multiple distributed nodes. Cisco Unified Communications Manager

Cisco Unified SIP Proxy
Cisco Unified CCE Components (Cont.) Cisco Unified SIP Proxy Is stateless, which provides better failover and redundancy Has better N+1 redundancy than DNS Helps support a centralized dial plan configuration Requires an SM-SRE in a Cisco ISR Supports SIP server groups and heartbeats CVP Server Cisco Unified SIP Proxy Ingress/Egress Cisco IOS Gateway SIP CUBE VXML Gateway SIP SIP Cisco Unified Communications Manager Cisco Unified Communications Manager

ICM in a Contact Center Cisco Unified Intelligent Contact Management (ICM) acts as the ACD in a Unified CCE environment (agents, skills). ICM acts as an Intelligent Call/Contact Router in a mixed Unified CCE/Legacy or Legacy-only environment. ICM helps to provide precision, skills-based routing in a virtual Contact Center environment via Routing Scripts. ICM provides a centralized reporting system for the Unified CCE/Legacy environment. ICM Routing Scripts and ICM Administrative Scripts are created in ICM Script Editor on an Administration and Data Server.

ICM Components Router (ICM Call Router): The duplex pair acts as the brains of the ICM solution, running Routing and Administrative Scripts to provide Contact Routing based on real-time conditions. Logger (DB Server): The duplex pair, associated with each Call Router, provides database (SQL) storage for configuration and call disposition information. Network Interface Controller (NIC): A gateway device used to communicate between IXC and ICM in a “Pre- Route” environment. Peripheral Gateway (PG): A duplex pair that allows communication between peripherals (ACDs, IVRs, and Unified CM) and ICM Routers. 20

ICM Components Administration Servers (AW):
This role is similar to the former “AW” model, providing the ability for configuration changes as well as real-time reporting. Some AWs run MS SQL 2008 and may keep a partial copy of the Logger DB. Historical Data Server (HDS): Separate DB which may be associated with AW. HDS stores ICM data for a historical period. Detailed Data Server (DDS): Tables within the HDS Database. DDS tables store information for each individual call or call segment for a historical period. 21

Cisco Unified CCE Components (Cont.) Agent Desktop Options
Finesse HTTP & REST API Workflows Login via Username Localization E.164 Support Live Data Gadgets (Currently PCCE Only) Automatic login upon failure Refer to compatibility matrix for browser support Cisco Toolkit Desktop Custom development kit Simplifies custom CTI integrations 22

Agent Desktop Options (Cont.)
Cisco Unified CCE Components (Cont.) Agent Desktop Options (Cont.) Cisco Agent Desktop Out-of-the-box soft phone Rapid, easy, low-risk deployment Desktop work flow (Screen Pop) Presence integration Cisco Agent Desktop Browser Edition IP Phone Agent Pre-integrated CRM Desktops Strategic integrations with the leading CRM vendors Refer to Compatibility Matrix 23

Questions Q1. True or False
The Primary duty of Cisco Unified Call Manager is to provide announcement and customer interaction services. ANS> False Q2. Name four components of Unified Cisco Contact Center ANS> ICM, CVP, Gateways, CUCM

Call flows

Comprehensive Call Flow
Comprehensive Call Flow – Microapp Comprehensive Call Flow – VXML Server App Blind Transfer – Warm Transfer – Conference

CUCM Agent VXML GW HTTP PING SIP INVITE HTTP CALL_NEW SIP INVITE UCCE Router CVP IVR SIP ICM SIP INVITE CUBE or Ingress GW SIP INVITE

Questions Q1. True or False Q2. Describe the Comprehensive call flow
ICM sends VRU label to CVP ANS> True Q2. Describe the Comprehensive call flow ANS> GW----CVP---ICM---VRU label---CVP----VXMLGW -----CVP---ICM----Run Script-----CVP---VXMLGW----VXML Server -----VXMLGW----CVP----ICM----Agent Label----CVP----CUCM--Agent

Configuration Best Practices

Configuration - CVP

ASR/TTS CVP Server HTTP Media Server MRCP HTTP(S)/VXML VXML Server HTTP(S)/VXML OAMP Server IVR SS ICM SS VXML Gateway GED-125 SCI SIP Media (RTP) SIP SS Customer Database DMP Ingress Gateway SIP SIP Call Server SS=Subsystem JTAPI SIP SIP SCCP PSTN Cisco UCM

Components CVP MEDIA SERVER
The Unified CVP VXML media server is an IIS server which hosts all media wave files. CVP VXML SERVER The Unified CVP VXML Server executes advanced IVR applications by exchanging VoiceXML pages with the VoiceXML gateway's built-in voice browser. Media Server CVP VXML Server CVP REPORTING SERVER The Unified CVP Reporting Server is a Windows 2008 server that hosts an IBM Informix Dynamic Server (IDS) database management system. The Reporting Server receives reporting data from the IVR Service, the SIP Service (if used), and the Unified CVP VXML Server (VXML Server). The Reporting Server depends on the Unified CVP Call Server (Call Server) to receive call records. HTTP VXML CVP Reporting Server VXML Gateway VRU PG CVP VXML GATEWAY The VoiceXML Gateway hosts the Cisco IOS Voice Browser. This component interprets VoiceXML pages from either the Unified CVP Server IVR Service or the Unified CVP VXML Server. VXML GED-125 CVP Call Control Server SIP CUCM PG SIP SIP CVP CALLSERVER The Unified CVP Call Server (Call Server) component provides the following independent services, which all run on the same Windows 2008 server: SIP Service, ICM Service, IVR Service CVP Operations Console Server Ingress Gateway CVP OPERATIONS CONSOLE SERVER The Unified CVP Operations Console Server is a Windows 2008 server that provides an Operations Console for the browser-based administration and configuration for all Unified CVP product components, and it offers shortcuts into the administration and configuration interfaces of other Unified CVP solution components. CVP Ingress GATEWAY The Cisco Ingress Voice Gateway is the point at which an incoming call enters the Unified CVP system. It terminates TDM calls on one side and implements VoIP on the other side.

Configuration - CUCM

Topics Activate required CUCM services
Discussion about CTIManager Service Agent Phones Configure the SIP trunks for CVP and gateways Configure the route patterns if needed Configure the application user RTMT and trace collection

The two main services that need to be active when integrating with UCCE solution are “Cisco CallManager” and “Cisco CTIManager”. The CTIManager service cannot be activated without activating Cisco CallManager service first. Cisco CallManager – The call processing agent for a Cisco Enterprise VoIP solution. It provides basic call processing and features while supporting variety of signaling and media-protocol conversion functions. CTIManager – This service exposes an interface to register, control, and monitor devices with CUCM CTI applications utilize CTIManager functionality for one or more of the following: Monitoring – Used to monitor the state of a phone (i.e. on hook, off hook, etc). Typically used to determine a user’s availability. Used by such applications as Presence and Contact Center applications. Call Control – Used to remotely control a phone. Agent desktops such as CAD and CTIOS are examples of applications that can remotely control a phone. Media Termination – Registers CTI ports and route points for call setup, tear-down and media termination. Examples are UCCX, CER, and Attendant Console.

CTI Service should be activated
CCM service should be activated CTI Service should be activated

Access Cisco Unified Serviceability > Tools > Control Center – Feature services > to verify CTI CCM services are up and running after they have been activated

CTIManager Service

CTI Manager Architecture
CTI Application – Cisco or 3rd party application used to provide specific telephony features and/or functionality. JTAPI and TAPI – Two standard interfaces supported by CTI. The JTAPI and TSP clients are used to convert JTAPI or TAPI messages into Quick Buffer Encoding (QBE) messages used by CTIManager. Quick Buffer Encoding (QBE) – Interface that allows applications to access CTI capabilities via a message interface over a TCP/IP connection. QBE is a message format loosely based on Microsoft's TAPI buffer format. Applications using JTAPI or TAPI communicate with CTIManager via the QBE interface on TCP port Some internal applications such as QRT and IPMA access QBE directly. Provider – A logical representation of a connection between the application and CTIManager. The provider sends device and call events to the application while accepting control instructions that allow the application to control the device remotely. Signaling Distribution Layer (SDL) — CCM and CTI internal communication messages. CCM SDL uses TCP port CTI SDL uses TCP port 8003. CCM – CallManager service. Telephony processing engine. CTIManager - A service that runs on one or more subscribers operating in primary/secondary mode and that authenticates and authorizes telephony applications to control and/or monitor Cisco IP devices. CCM service must be running on the same node where CTIManager is running.

TAPI/JTAPI Plugins used by 3rd party and Cisco Applications can be download from Cisco Unified CM Administration > Application > Plugins. The plugins can be downloaded and then installed on an application which needs access to Cisco CTI Manager Service. Verify the Application is using current plugin that exists in your CUCM Cluster.

CTI Redundancy and Failover
Most applications have the ability to specify redundant CTI Manager nodes. It is recommended to activate CTI Manager on at least two servers running the CallManager service. (Remember running CTI Manager on a node without CallManager running is not supported) With both a primary and backup CTI Manager configured, in the event of a failure the application will switch to a backup CTI Manager to receive CTI services. It should be noted that this redundancy is not stateful in that no information is shared and/or made available between the two CTI Managers, and therefore the CTI application will have some degree of re-initialization to go through, depending on the exact nature of the failover. When a CTI Manager fails-over, just the CTI application login process is repeated on the now- active CTI Manager. Whereas, if the Unified CM server itself fails, then the re-initialization process is longer due to the re-registration of all the devices from the failed Unified CM to the now-active Unified CM, followed by the CTI application login process. For CTI applications that require load balancing or that could benefit from this configuration, the CTI application can simply connect to two CTI Managers simultaneously.

Agent Phones

Agent Phones Skinny and SIP phones are supported Agent phones
contains links to each version of UCCE solution. Example: Unified CCE Solution Compatibility Matrix for 11.0(x) . This link will provide a matrix of supported phone models that can be deployed for a UCCE solution running 11.x. Strongly suggest looking at this link before deploying a UCCE solution.

Agent Phones Unified CCE supports both monitoring of a single line for all agent devices (Single-Line Agent Mode) and monitoring multiple agent lines when Multi-Line Agent Mode is enabled for the Peripheral. Multi-Line Agent Mode provides the following capabilities: Monitoring and reporting of calls on all lines on the phone. Other than call initiation, all other call control on the non-ACD extensions is supported from multiline capable desktops. Calls initiated from the hard phone can be controlled after initial call setup. Requires a busy trigger of 1 (no call waiting), although calls can be forwarded to other extensions on the phone when busy. Requires a maximum of two call appearances. Supports a maximum of four lines per phone, one ACD line and up to three non-ACD lines. Shared lines are supported on non-ACD lines but not on ACD Lines. Call Park is not supported on ACD and non-ACD lines. Unified CCE may not be backward compatible with third-party CTI applications when Multi-Line Agent Mode is enabled. Multiline support must be validated with the third-party vendor.

SIP Trunks

SIP Trunking A Sip trunk provides users connected to a CUCM cluster access to external resources. An external resource could be another VoIP PBX, SIP service provider, SIP Gateways, Contact Center solution providing IVR etc. SIP sessions are established based on RFC 3261 Media information is exchanged using methods outlined in RFC 3264. CUCM is a B2BUA( Back to Back user Agent). CUCM acts as User Agent Client(UAC) when it sends out SIP requests, and it acts as a User Agent Server(UAS) when it receives SIP requests from a SIP GW, proxy, 3rd party GW, CVP, peer CUCM cluster etc.

To add a new Trunk go to Cisco Unified CM Administration > Device > Trunk > Add

Select None(Default)

The name uniquely identifies this trunk. It can contain
A-Z, a-z, -, and underscores.

Make sure this value is set correctly
Make sure this value is set correctly. CUCM will retain digits from right to left based on what this value is set to.

Remote SIP device’s IP address or addresses
This profile controls which Transport protocol is used.

Route Patterns

Route patterns Route patterns are digits strings or wildcards configured in CM to route calls to devices external to a CUCM cluster. An external device could be a SIP GW, CUBE, CVP, SIP Proxy, MGCP GW, H.323 GW, etc. Example: User dials , which is label points to CVP. CUCM has a route pattern 1111xxxxxxx configured and pointed to a SIP trunk, which will send call to CVP The route pattern can point directly to a gateway for routing calls or point to a route list, which in turn points to a route group and finally to a gateway or trunk. The recommendation is to point route patterns to a route list vs directly to a trunk or gateway. The order of creation is following: Create Gateway/Trunk first, Route Group, Route List and finally Route pattern.

Access Cisco Unified Administration > Route/Hunt > Route pattern > Add

Select either a Valid Route list or Gateway/Trunk

CUCM to CVP Call Flow using a Route pattern
External or Internal call hits a CTI Route Point CUCM via CTI connection to PG informs ICM router of the call. ICM router matches the CTI RP number to a script. The script redirects call to a Network VRU. ICM informs CUCM via PG that call should redirected. ICM will provide a label. The label is basically a digit string. CUCM will search for route pattern that is the best match. The route pattern will point to a Route list(RL) which contains a Route Group(RG which in turn contains a SIP trunk. CUCM wills send call to CVP via SIP Trunk. CVP will then send call to a VXML GW, which will provide IVR, ringback etc.

Application User

Application User Applications registering or controlling any device via JTAPI or TSP must first authenticate with CUCM and have appropriate permissions. The authentication is accomplished using an Application User. The minimum role required is the “Standard CTI Enabled” role. Also, suggest adding “Standard CTI Allow Control of Phones supporting Connected Xfer and conf”. This permission allows use of 99xx and 89xx phones. Other roles and their usage explained in the CUCM System Guide. Before an application can access CTI services, it must first establish a connection to CTIManager and open a provider session via the ProviderOpen request. A successful response is then immediately returned and initialization of the provider session begins. Initialization includes user/password authentication and information retrieval for all devices specified in the controlled device list of the application’s user configuration. Once initialization is complete a ProviderOpenCompleted event is generated, which signals to the application that it can now start issuing CTI requests. When the application wants to terminate its provider session, it should send a ProviderClose request. This will initiate freeing of all resources associated with the application including all opened devices, lines, and DNs. If the TCP connection between the application and CTIManager is disconnected, CTIManager will automatically close the provider and free all resources.

The user ID and password must match what is configured in application
The application can control devices listed under Available Devices. Devices that need to be controlled should be moved under Controlled Devices.

Click “Add to Access Control Group” This will display a pop-up of all the control groups

Select this Group Select this Group

RTMT Trace Collection

Real-Time Monitoring Too(RTMT)
Why Does this tool exist ? - It might be hard for some to believe but sometimes things do not work. Thus, we need logs to isolate an issue. RTMT provides a single point of access to collect traces for services running on a CUCM node.

RTMT Real-Time Monitoring Tool – This is the primary tool for serviceability and monitoring of a CUCM cluster. IT can be downloaded from CUCM Administration > Application -> Plugins RTMT depends on following services Alert Manager Collector (AMC), RISDC, Database, Cisco Tomcat, Cisco CallManager Serviceability RTMT Provides the following serviceability functionality Monitor performance counters Supports OS, unified CM application, and unity connection Both live and historical counter data

Trace Collection When troubleshooting a contact center call flow, it is essential to get “Cisco Call Manager and CTI Manager Traces”. Trace levels must be set properly before a problem occurs Ensure all network devices are using an authoritative time source (NTP server). When isolating an issue, it is important to nail down exact time it occurred. You don’t for example CVP logs not to be synced with CUCM logs. This will make troubleshooting difficult. When a problem call is reported, it is important to get calling/called number information, time of problem and an accurate call flow.

Select the Server Select Service Group Select the Service on Which Trace Needs to Be Enabled

Updates All Servers in This Cluster with
These Settings Set to Detailed

Helpful Tools A tool that can be used to analyze CUCM traces is TranslatorX To download TranslatorX, go to Notepad++ is useful view the trace files Grepwin is helpful in searching folders for strings, digits etc. Wireshark to look at network captures.

Configuration Steps on CUCM:
Activate required CUCM services Configure the Agent Phones (after auto registration) Configure the SIP trunks for CVP and gateways Configure the route patterns if needed Configure the application user Associate the agent devices with the users

Configuration - Gateway

Gateways Ingress Gateway – PSTN Access
TDM GW (T1 / E1 PRI) or IP GW (sip-sip CUBE.) Sends inbound calls from the PSTN to CVP - optionally via SIP proxy or GK (h.323) Platforms: IOS (ISR 28/38xx, ISR-G2 29xx/39xx) and IOS XE (ASR1000 series, ISR 44xx series) VXMLGateway aka Voice Response Unit (VRU) Interfaces with CVP – Call Server/SIP SS (sip) and VXML Server/IVR SS (http/s) Similar to Web browsers (Chrome/Firefox) HTML pagesWeb server VXML GWs VXML pagesVXML Server Executes VXML scripts received from CVP for events such as recording audio, playing prompts and collecting digits. Interacts with ASR/TTS Servers using MRCP [v1.0 RTSP, v2.0 SIP] Implemented only in IOS and not IOS XE. (ASR1000, 44xx series not supported) Ingress GW and VXML GW can coexist on the same IOS box. Egress Gateway – TDM PBX Integration TDM integration with a PBX controlling non-IP agent phones – not common as CUCM is mostly deployed.

VXML – Voice Extensible Markup Language
VXML is used to specify the interaction between the caller and contact center system such as playing prompts, collecting digits, recording audio, text-to-speech and automatic speech recognition. It is a W3C standard. Current version is Router(config-t)#vxml version 2.0 There are a number of VoiceXML Elements such as <audio>, <disconnect>, <grammar>, <prompt>, <transfer>, <record>, <catch> (for error processing) etc.. In Cisco Contact Center environment, CVP VXML Server sends the VXML Script to the VXML IOS Gateway and the IOS GW executes the script. Currently calls to the VXML Gateway support only G.711 codec. An exception was provided to one specific CAP customer to use G.729 prompts. If the script contains Text to Speech or Automatic Speech recognition steps, IOS GW intiates a MRCP over RTSP / SIP ( Media Resource Control Protocol) session with 3rd party TTS and ASR servers to execute the step.

HTTP Client Cache VXML Browser in the Gateway does not use the IOS HTTP client. It has it own http client implementation. Lets consider the execution of the following vxml script at the Gateway <vxml version="2.0" application="/CVP/Server?audium_root=true&calling_into=GoodPrescriptionRefillApp7" xml:lang="en-us"> <form id="start"> <block> <prompt bargein="true"> <audio src=" /> </prompt> <submit next="/CVP/Server" method="post" namelist=" audium_vxmlLog" /> </block> </form> </vxml> Since the prompt location is specified as a HTTP URL, VXML Gateway initiates a HTTP GET request to the HTTP web server at (a.k.a Media Server) : *Feb 4 03:24:54.371: //63//HTTPC:/httpc_write_stream: Client write buffer fd(0): GET /Welcome-1.wav HTTP/1.1 Host: Content-Type: application/x-www-form-urlencoded Connection: close Accept: text/vxml, text/x-vxml, application/vxml, application/x-vxml, application/voicexml, application/x-voicexml, text/plain, text/html, audio/basic, audio/wav, multipart/form-data, application/octet-stream User-Agent: Cisco-IOS-C5400/12.4

VXML Prompts and Caches
Two Types of Prompts Streamed Playout of the prompt starts even before the complete file is downloaded. No delay during intial playout. Caching of the downloaded file is taken care by the “IVR Media player”. Relevant commands : ivr prompt streamed http ivr prompt memory <total cache size in kb> files <number of files> Non-Streamed Playout of the prompt starts only after the file is downloaded completely. Initial delay for the first call using the prompt. Further calls should not observe the delay since the prompt is cached. Caching of the prompt is taken care by the “HTTP Client”. Relevant commands : ivr prompt streamed none http client cache memory pool <total cache size in kb> http client cache memory file <max. file size>

HTTP Client Cache *Feb 4 03:24:54.391: read data from the socket 0 : first 400 bytes of data: HTTP/ OK Cache-Control: max-age=86400 Content-Length: Content-Type: audio/wav Last-Modified: Thu, 03 May :47:43 GMT Accept-Ranges: bytes ETag: "b27d69eabb8dc71:51c" Server: Microsoft-IIS/6.0 Date: Thu, 17 Sep :09:03 GMT Connection: close RIFFo)(Unprintable char...) D F00401F FFFFFFF Router#sh http client cache HTTP Client cached information ============================== Maximum memory pool allowed for HTTP Client caching = K-bytes Maximum file size allowed for caching = 500 K-bytes Total memory used up for Cache = Bytes Message response timeout = 10 secs Total cached entries = 2 Total non-cached entries = 0 Cached entries ============== entry 114, 1 entries Ref FreshTime Age Size context url:

HTTP Client Cache – Useful commands
Router#set http client cache stale Router#show http client cache HTTP Client cached information ============================== ... Cached entries ============== entry 114, 1 entries Ref FreshTime Age Size context # url: Router(config-t)#service internal Router(config-t)#exit Router#clear http client cache % This command is an unreleased and unsupported feature Router# test http client get <HTTP url> Example: test http client get

Gateways Sizing Guidelines

Gateways IOS Version

Gateways CVP Label Prefixes
9191 – play ringback in sip based CVP during call transfer. 9292 – play error messages CVP TCL and VXML Scripts survivability.tcl – provides recovery service (CVP unreachable, media inactivity.) Transfers PSTN caller to a pre-configured destination. Applied to inbound dialpeer of the ingress GW in CVP comprehensive deployment. bootstrap.tcl – extracts info (GUID, dnis, IP Addr) of the device that originated the incoming call and hands off the call to a service called new-call (bootstrap.vxml.) Applied to inbound voip dialpeer of the VXML GW. bootstrap.vxml – sends new call request to CVP via http/s. CVPSelfService.tcl – used in CVP standalone deployment to send new call request to CVP via http. Parameters: “CVPPrimaryVXMLServer” : IP Addr of CVP VXML server, “survive” : name of survivability app. Applied to inbound dialpeer of the VXML GW.

Gateways Configuration Guidelines
Use CVP IOS templates to deploy GW configuration. Ditto for script and prompt files. Disable IOS toll fraud detection (no ip address trusted authenticate CLI) or allow proper IPs. IOS 15.1(2)T or later. Make sure proper scripts and media/prompt files exist on the flash (dir flash: ) Ensure applications are defined and attached to the proper dialpeers. Configure “no vad”, “codec g711ulaw”, “dtmf-relay rtp-nte”, “session protocol sipv2” on CVP voip dialpeers. Never have“no ip routing” configured as it will cause audio issues. Never have “no ip route-cache” on LAN interfaces as it will cause performance degradation. Disable debug logging to console if possible (“no logging console’) Use NTP to synchronize GW clock to the same source as other components (CVP, CUCM) Enable prompt caching to optimize performance and network bandwidth. ivr prompt memory 15000 http client cache memory file 500 or 1000 http client cache memory pool 15000 ivr prompt streamed none

Cisco IOS Template Management

Configuration - CUSP

Cisco Unified SIP Proxy (CUSP) : Overview
Comparable to Gatekeeper (GK) in H.323 Deployment. Simplifies management of large SIP networks – no need for full mesh network configuration Dial Plan Provisioning, DNS, TLS SIP Trunk Aggregation (CUCM, CUCME, SP trunks, CVP) Flexible Call Routing and Normalization Policies Load Balancing. High Availability. Form Factors: SM-SRE in ISR or Virtual VM(vCUSP) on UCS. What CUSP is NOT…… Not a B2B UA. Not a SIP Registrar. Routing policy is based on static configurations, not dynamic SIP registration information Not intended as an outbound proxy for endpoints

CUSP : Key Features Multiple configurable Routing Policies
Percentage-based routing, Time-based routing. Triggers allow for choice of policies. Routing based on flexible table lookups. Normalization based on policies SIP header manipulation for security, privacy, interoperability. Dial plan provisioning. Load balancing and fail-over SIP elements (CUBE’s, Call Agents, Contact Centers, Conference Servers, etc) Downstream elements can be grouped into clusters. Monitor the health of the elements. RADIUS accounting, Peg counting, SIP Message History. License enforced.

CUSP Deployment Scenarios
ISR CUSP CUSP Cisco Unity PBX IP Media Gateway Integration CUCME / CUCM SIP Aggregation SIP-SIP SP 2 SP 1 ISR CUSP SIP SP 1 CUSP CUSP CUSP SI P- SI P SI P- SI P SIP SP 2 SI P- SI P SI P- SI P SI P- SI P SI P- SI P SIP Trunk for Contact Center SIP Interconnect Services HQ CUBE: SIP Trunk & load balancing

Route per pre-configured policies
CUSP Processing Model Modify header fields Modify header fields Route per pre-configured policies Routing Incoming Request Outgoing Request Normalization Pre- Normalization Post- Select Policy Select Policy Select Policy Triggers

Differentiated Contact Center Offer: “Lite Mode”
Contact Center Deployments: Cisco recommends SIP Proxy with redundancy for all CVP deployments. Do not use advanced features such as Record Route in most cases. Mid to lower end Contact Center deployments: Need higher performance at a lower price point. Non-Contact Center based SIP Trunking deployments using CUSP need Record Route to be ON for most cases. CUSP “Lite Mode”: More SIP Requests/Second when Record Route is turned OFF. Can be turned on/off using a knob in the GUI or CLI. In the future, new features may be restricted and not available in Lite Mode.

Questions Q1. True or False ?
CUSP is REQUIRED for all Contact Center Deployments? Why/Why Not ? ANS> False. For simple deployments or fully meshed NW, CUSP is optional. Q2. What does turning on CUSP “Lite Mode” do ? ANS> Turns off Record-Route header thereby allowing more SIP calls per second. Q3. True or False ? CUSP can manipulate SIP messages both, before and after processing it ? ANS> True – CUSP supports Pre-Normalization as well as Post-Normalization. Q4. Agree or Disagree ? “CUSP licensing in optional and will honor call admission even when the capacity is exceeded ?” ANS> False. One caveat : will allow more calls than installed license in “lite” mode.

Trace and Log Collection

Trace and Log Collection - GW

GW Debugs Always check traffic, CPU load before enabling GW debugs.
Configuring following commands will ensure that debugs are captured in a buffer with proper timestamp: no logging console logging monitor error logging buffered debug service timestamps debug datetime msec service sequence-numbers voice iec syslog Issue “clear log” after enabling debugs to flush the logging buffer. Use “show debug” to check debugs enabled. After capturing failure, immediately issue “undebug all” to stop debugs. Use “show log” to display debug msgs captured. Ingress Gateway Debugs: debug isdn q931 (only for TDM PRI GW) debug ccsip message | error (use “ all “ only during maintenance and low traffic) debug voip ccapi inout debug voip application script (for survivability TCL related issues) debug voip rtp session named-event (for DTMF related issues)

GW Debugs debug voip application vxml dump
VXML GW Debugs: debug voip application vxml all debug voip application vxml dump debug voip application vxml puts debug voip application media state debug voip application script debug http client all no debug http client msg no debug http client socket debug voip ccapi inout debug ccsip message | error For troubleshooting ASR/TTS issues: debug mrcp all debug rtsp all

Trace and Log Collection - CUSP

Trace and Log Collection - CVP

System CLI – Quick Start
Launch the CLI on any CVP or UCCE server. Default password is same as Administrator. Can be modified on OAMP

Diag Page http://<Server IP>:8000/cvp/diag Step 1)
Click on the DEBUG/41 link on the left side to turn up ICM, IVR and SIP to DEBUG Mask Step 2) Under Serv Mgr select com.dynamicsoft.DsLibs.DsUALibs Under Level select DEBUG Then click Set These logs can be gathered from the following location : C:\Cisco\CVP\logs\

CVPParser ftp://hooplaftp. dynalias
CVPParser ftp://hooplaftp.dynalias.com/, user: cvpuser, password: C1sc CVPParserInstaller.exe

Log Analysis Tools Call Flow tool

Trace and Log Collection - CUCM

TranslatorX

Symptom: A female error prompt is heard when calling.
BreakFix 1 Symptom: A female error prompt is heard when calling. Solution: The dial-peer with bootstrap service was shutdown Made no sh to bring it up.

BreakFix 2 Symptom: A female error prompt is heard when calling. Solution: The length of max DNIS was changed on OAMP. Changed it back to its original value, saved and deployed.

BreakFix 3 Symptom: A female error prompt is heard when calling. Solution: SIP Trunk IP was changed, trunk was reset, then IP was set to initial, but trunk was not reset. Made the reset of the trunk to fix this issue.

Symptom: The call was connected between customer and agent,
BreakFix 4 Symptom: The call was connected between customer and agent, and then it dropped. Solution: From the log analysis we found out that the customer was disconnecting the call.

ASR/TTS CVP Server HTTP Media Server MRCP HTTP(S)/VXML VXML Server HTTP(S)/VXML OAMP Server IVR SS ICM SS VXML Gateway GED-125 SCI SIP Media (RTP) SIP Proxy SIP SS Customer Database DMP Ingress Gateway SIP SIP Call Server SS=Subsystem JTAPI SIP SIP SCCP PSTN Cisco UCM

ICM Components

ICM Components Router (ICM Call Router): The duplex pair acts as the brains of the ICM solution, running Routing and Administrative Scripts to provide Contact Routing based on real-time conditions. Logger (DB Server): The duplex pair, associated with each Call Router, provides database (SQL) storage for configuration and call disposition information. Network Interface Controller (NIC): A gateway device used to communicate between IXC and ICM in a “Pre- Route” environment. Peripheral Gateway (PG): A duplex pair that allows communication between peripherals (ACDs, IVRs, and Unified CM) and ICM Routers. 123

ICM Components Administration Servers (AW):
This role is similar to the former “AW” model, providing the ability for configuration changes as well as real-time reporting. Some AWs run MS SQL 2008 and may keep a partial copy of the Logger DB. Historical Data Server (HDS): Separate DB which may be associated with AW. HDS stores ICM data for a historical period. Detailed Data Server (DDS): Tables within the HDS Database. DDS tables store information for each individual call or call segment for a historical period. 124

Peripheral Gateway (PG)
ICM Components Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS) Peripheral Gateway (PG) AWDB HDS DDS Visible Network Router + Logger = Central Controller Router Logger N I C Carrier Note: Pre-Routing only CCDB Private Network 125

ICM Components - Central Controller
Router + Logger + NIC (Pre-Route only) = Central Controller Visible Network Router Logger N I C Carrier Note: Pre-Routing only Private Network 126

ICM Components - Duplexed Central Controller
Visible Network Visible Network Side A Side B Logger Router Router Logger N I C N I C Pre-Routing only Carrier Private Network Private Network 127

ICM Components - Central Controller with Roggers
Roggers: The Call Router and Logger are located on the same physical machine. Private The Central Controller is not geographically distributed. ACD/IVR PG ACD/IVR PG Public/Visible Rogger Rogger Carrier HDS SAN Network Administration Server & Historical Data Server (AW-HDS) Private Central Controller Side A Central Controller Side B 128

ICM Components - Central Controller with Proggers
Proggers: The Call Router, Logger, and Peripheral Gateway are located on the same physical machine. The Central Controller is not geographically distributed. Public/Visible Progger Progger Carrier HDS SAN Network Administration Server & Historical Data Server (AW-HDS) Private Central Controller Side A Central Controller Side B 129

ICM Components - Peripheral Gateway
Private Network ACD/IVR PG1A Duplexed PGs PG1B Visible Network To Central Controller 130

Questions Q1. True or False Q2. Name three of the ICM Components:
Call Router provides database (SQL) storage for configuration and call disposition information. ANS> False Q2. Name three of the ICM Components: ANS> Router, Logger, Peripheral gateway (PG)

ICM Central Controller
ICM Components Communications Among Peripheral Gateway Software Processes IP Voice TDM Voice CTI/Call Control Data ICM Central Controller PG server CCE Agent Desktops PG 1 IP Phones PG Agent CTI OS server Unified CM Cluster CTI server VRU 1 PIM VRU 2 PIM UCM PIM JTAPI GW JTAPI IP IVR 1 JTAPI OPC GED-125 JTAPI IP IVR 2 GED-125 PSTN 133

ICM Components - ICM Fault Tolerance
The main goals of ICM fault tolerance architecture are to: Minimize time periods during which the system is non-responsive to call routing requests (for example, while the system is being reconfigured due to a component failure or recovery). Eliminate all single points of failure that would cause the system to stop by duplexing all critical components such as Central Controllers, Peripheral Gateways (PGs) and Network Interface Controllers (NICs). Provide disaster protection by allowing the major system components to be geographically separated.

ICM Components - ICM Fault Tolerance
ICM software uses two approaches to fault tolerance: Hot Standby In the event of a primary process failure, the backup process is activated and takes over. Synchronized Execution All critical processes (Call Router, *Logger, OPC) are duplicated on separate computers. *Logger are synchronized via the Router

Multi-Site Deployment—Routers and Loggers
Private Private Carrier Carrier PG1A PG1B PG2A PG2B Public (visible) Public (visible) Public (visible) Public (visible) Logger A Router A Router B Logger B Carrier SAN Network Administration Client Administration Client Private Private Central Controller Side A Central Controller Side B 136

CTIOS Process communicates directly with the Call Router ANS> False Q2. Name three process that are part of the Peripheral gateway: ANS> CTISVR, PIM, OPC

Agent Desktop Options Finesse Cisco Toolkit Desktop
HTTP & REST API Workflows Login via Username Localization E.164 Support Live Data Gadgets (Currently PCCE Only) Automatic login upon failure Refer to compatibility matrix for browser support Cisco Toolkit Desktop Custom development kit Simplifies custom CTI integrations 139

Agent Desktop Options (Cont.)
Cisco Agent Desktop Out-of-the-box soft phone Rapid, easy, low-risk deployment Desktop work flow (Screen Pop) Presence integration Cisco Agent Desktop Browser Edition IP Phone Agent Pre-integrated CRM Desktops Strategic integrations with the leading CRM vendors Refer to Compatibility Matrix 140

Finesse Browser-based ( ip>

Finesse Agent Desk Top

Finesse Supervisor Desk Top

CTI Toolkit Sample Agent Desktop
Call Control Agent State Control Supervisor Assist Buttons Tools: Stats, chat, record, bad call ActiveX components Sample application with source code ACD and call control features Supervisor assist, agent statistics, chat CTI data encryption support through TLS (Transport Layer Security)

CTI Toolkit Sample Supervisor Desktop
Supervisor call and agent state control Real-time team status display Buttons to control or push agent state Agent call appearance and monitor and barge controls

Cisco Agent Desktop

Bonus: Packaged CCE Cisco contact center solution on a single server
Virtualized deployment: Cisco Unified Contact Center Enterprise Cisco Unified Voice Portal Cisco Unified Communications Manager Cisco Finesse Capacity: Agents active 1500, configured 9000 Supervisors active 150

Web Administration

ICM High Level Description

ICM Call Router [1] Central intelligence on how to route a call or customer contact Collects contact center events from a Peripheral Gateway (PG) Receives agent real-time status from an automatic call distributor (ACD) and voice response unit (VRU) activity Responsible for acknowledging and responding to routing requests Communicates real-time information to Distributor Admin Workstation (AW)

ICM Call Router [2] Logger Distributor AW PG Agent Call Router
CC Agent External Application App Gateway Logger Node Manager NMM MDS Real-Time Server Duplexed Partner DB Agent RTR Distributor AW

Router Process Definition
Prefix Process Name Description ccag CCAGENT Central Controller Device Management Process (DMP) Agent -- Device Management Protocol Agent that manages session layer communications with Cisco ICM nodes. dbag DBAGENT Central Controller Database Agent -- Communications process that validates access to the central database. mds MDSPROC Message Delivery Service -- Process that provides reliable message delivery between ICM processes. nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node. nmm NMM Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager process on each ICM node. rtr ROUTER CallRouter -- Process receives call routing requests, determines call destinations, and collects information about the entire system. agi APPGW Application Gateway -- Allows a routing script to pass data to an external application and receive data in return which can be used in routing decisions. rts RTSERVER Real Time Server -- Process that takes real-time data retrieved from PG's and forwards it to the AW.

ICM Logger (Database Server) [1]
Database server that stores critical contact center information Configuration Data Historical Data Maintains call detail records Captures real-time configuration changes and script updates from Router Replicates historical data to the AW-HDS

ICM Logger (Database Server) [2]
Replication CSFS NMS Station Config Logger Historical Database Server Node Manager NMM Historical Logger Router Recovery Logger

Logger Process Definition
Prefix Process Name Description clgr CONFIGLOGGER Configuration Database Logger -- Process that stores configuration data in the central database. hlgr HISTLOGGER Historical Database Logger -- Process that stores historical data in the central database. nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node. nmm NMM Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager process on each ICM node. rcv RECOVERY Central Database Recovery -- Process that recovers central database historical data. rpl REPLICATION Central Database Replication -- Process that uses a client / server mechanism to replicate historical data from the Logger to the Historical Database Server (HDS). csfs CSFS Customer Support Forwarding Service – Receives, filters, and archives the appropriate ICM events for review.

ICM Administrative Workstation [1]
Distributor AW Accepts real-time feed from Router Updates central controller database and Router RAM Client AW No local database Configuration updates forwarded to Distributor AW Historical Database Server (HDS) Long-term data storage and reporting

ICM Administrative Workstation [2]
AW and HDS server Real-Time Client ISE Distributor AW Config Logger Node Manager NMM Logger Update AW Replication Router Real-Time Distributor Client AW

AW Process Definition Prefix Process Name Description rtc RTCLIENT
Real Time Feed Client -- A Distributor AW process that receives real-time data from the Real-Time Distributor process. rtd RTDIST Real Time Feed Distributor -- A Distributor AW process that distributes real-time data to client-only Admin Workstations. nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node. nmm NMM Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager process on each ICM node. ise ISEMAN Internet Script Editor Manager -- Process that manages the Internet Script Editor connections to the AW. rpl REPLICATION Central Database Replication -- Process that uses a client / server mechanism to replicate historical data from the Logger to the Historical Database Server (HDS). clgr CONFIGLOGGER Configuration Database Logger -- Process that stores configuration data in the AW database. uaw UPDATEAW Update Admin Workstation – Monitors the Router for any configuration updates.

ICM Agent PG [1] Communicates with an ACD peripheral on behalf of ICM
CUCM communication via the JTAPI protocol CTI Server and CTI Object Server (OS) processes installed Controls the CTI desktop application Cisco Agent Desktop (CAD) / Cisco Supervisor Desktop (CSD) CTIOS Desktop

ICM Agent Peripheral Gateway [2]
Agent PG server IP Phones PG CC Agent PG Agent CTIOS CTI OS server UCCE Agent Desktops CG Duplexed Partner MDS CTI server CUCM PIM Communications Manager JGW Node Manager PSTN NMM Voice Gateway OPC

ICM VRU Peripheral Gateway [1]
Communicates with a VRU peripheral on behalf of ICM CVP and IPIVR communication via the GED-125 Service Control Interface (SCI) Does not support features relating to Agents

ICM VRU Peripheral Gateway [2]
VRU PG server PG C V P CC Agent PG Agent VRU PIM C V P Duplexed Partner MDS VRU PIM IP Phones VRU PIM C V P Node Manager PSTN NMM Voice Gateway OPC

PG Process Definition Prefix Process Name Description pgag PGAGENT
Peripheral Gateway Device Management Process (DMP) Agent -- The Device Management Protocol Agent that manages session layer communications between the PG and CallRouter. opc OPC Open Peripheral Controller -- Interface between the PIM and the CallRouter. Supplies the CallRouter with uniform message sets from different PG types. mds MDSPROC Message Delivery Service -- Process that provides reliable message delivery between ICM processes. nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node. nmm NMM Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager process on each ICM node. pim1, pim2 varies Peripheral Interface Manager -- The proprietary interface between a peripheral and the PG. jgw1, jgw2 JTAPI Gateway -- PIM process that interfaces with CUCM CTI Manager via the JTAPI protocol. ctisvr CTILINK Computer Telephony Integration server -- A PG process that serves as an interface between ICM software and client CTI applications.

Simplex and Duplex Operation
Simplex mode is invoked when only one instance of a component is available Hot Standby (Duplex) One process defined as the primary and the other as the backup Primary is active and backup is idle Synchronized Execution (Duplex) All critical processes (RTR, and LGR) are duplicated on separate servers. No concept of primary or backup Central Controller Side A Central Controller Side B C Synchronized Processes C PG1A Admin Workstation / HDS PG1B Hot Standby

The Logger is the central intelligence on how to route a call or customer contact ANS> False Q2. Which process in the ICM Router receives call routing requests, determines call destinations, and collects information about the entire system. ANS> rtr

Unified CCE Protocols

ASR/TTS Cisco Unified Intelligence Center CVP Server HTTP Media Server MRCP HTTP(S)/VXML VXML Server Reporting Server HTTP(S)/VXML IVR SS ICM SS VXML Gateway GED-125 SCI SIP Media (RTP) SIP SS Customer Database DMP Ingress Gateway SIP SIP Call Server SS=Subsystem JTAPI SIP SIP SCCP PSTN Cisco UCM

Functional Overview (Cont.)
ASR/TTS Cisco Unified Intelligence Center CVP Server HTTP Media Server MRCP HTTP(S)/VXML VXML Server Reporting Server HTTP(S)/VXML IVR SS ICM SS VXML Gateway GED-125 SCI SIP Media (RTP) SIP SS Customer Database DMP Ingress Gateway SIP SIP Call Server SS=Subsystem JTAPI SIP SIP SCCP PSTN Cisco UCM

GED 125 is the protocol used between CVP – ICM SS and the VRU PIM ANS> True Q2. What protocol is used between ICM Agent PG and CUCM. ANS> jtapi

Configuring ICM for CVP

Configuration Manager
Configuration manager will be accessed from the Admin workstation icon Use configuration manager tools to populate the ICM data base Four separate icons contain configuration tools

Tools Tools Icon contains Explorer Tools and List Tools

Configuration Manager (Cont.)
Tools Icon Tools Icon contains Explorer Tools and List Tools

Deployment Tools vs. Administration Tools Deployment Tools ICM Instance Explorer Network VRU explorer Network Trunk Group Explorer NIC Explorer PG Explorer Administration Tools “The Rest” Un-official Distinction

PG Explorer

ICM Configuration Steps for CVP
Configure ICM for CVP Configure Network VRU(s) and Labels* Configure customer definitions as needed* Configure System Information, ECC Variables Configure the VRU PG for CVP* Install VRU PG Check Status with Diagnostic Framework Add Test DN, Call Type Add Test MicroApplication (Network VRU Script) Build Basic Post-Route MicroApp Test Script *Use Cisco Unified ICM Enterprise Configuration Manager

Type 10 VRU Type 10 VRU Cisco Unified ICM Central Controller
VRU Peripheral Gateway ICM Script Call Server Cisco Unified Communications Manager Peripheral Gateway Cisco Unified Communications Manager PSTN VXML Gateway Ingress Gateway ASR TTS Type 10 VRU

Add Network VRUs Configuration Manager > Network VRU Explorer
Choose Type 10. Enter a name (such as SiteA_Type10_VRU). The labels are added after the customer is defined.

Configure Customer Definitions
Configuration Manager > ICM Instance Explorer You must associate VRUs with active calls. Add a customer definition. Associate a Type 10 VRU from the Network VRU list.

Revisit Network VRUs Configuration Manager > Network VRU Explorer
Add labels for each VRU. Enter a label; the digit string becomes the DNIS. The label length should equal the maximum DN length that is defined in the Unified CVP Operations Console. 189

Configure System Information
Configuration Manager > System Information Enable the Expanded Call Context option. Choose a default network VRU if configuring a centralized deployment. Set the Minimum Correlation Number and Maximum Correlation number values.

Add ECC Variables Expanded call context variables:
Used to exchange information between Cisco Unified ICM and Cisco Unified CVP. New video variables to configure. Restart peripheral gateway and check PIM for errors.

Add Peripheral Gateway and Peripheral for the VRU
Configuration Manager > PG Explorer The peripheral gateway provides the logical controller number. The peripheral for the peripheral gateway provides the peripheral ID number. Choose a client type of VRU. Check the check box to enable post routing.

Add Peripheral Gateway and Peripheral for the VRU (Cont.)
Enter a name. Choose a network VRU.

Add Network Trunk Group and Trunk Groups ( optional)
Network Trunk Group Explorer: Choose the appropriate peripheral gateway and associate it to the peripheral. Trunk group peripheral numbers match ICM Subsystem settings in Cisco Unified CVP Operations Console.

Type 2 VRU is the recommended VRU type for a comprehensive call flow between CVP and ICM ANS> False Q2. Name one of the ECC variables required in the configuration of ICM for CVP call flows ANS> user.Microapp.FromExtVxml

ICM PG Setup for CVP Support

PG Setup Add PG’s, CTI Servers and Dialers via PG Setup.

PG Setup (Cont.)

Install Peripheral Gateway Software (Cont.)
Install using the Peripheral Gateway Setup link: The Client Type is VRU. You must match the Logical Controller ID and Peripheral ID values obtained from the PG Explorer. The VRU port number must match the port number defined in the Cisco Unified CVP Call Server.

Install Peripheral Gateway Software (Cont.)

Check PG Processes From the Unified CCE Tools Icon.
Select Diagnostic Framework.

Select List Services to show all the Processes on a PG. ANS> False Q2. What type needs to be selected on the Peripheral Gateway Properties for a VRU PG ANS> VRU

Verify Your Configuration

Viewing Cisco Unified CVP Devices
Default view is Offline. This shows what was last saved to the Cisco Unified CVP Operations Console database using the Save or Save & Deploy button. The Online view shows the configuration information stored on the device itself. This is the data that was last saved with the Save & Deploy button. You can save changes that you are not ready to deploy and then deploy them at a later time using the Offline view. There are four possible status messages that you can see: Up Partial Down Not Reachable Ops Console

Verify Status CVP and ICM Installation verification:
Before Starting PG, Call Server is in Down State

Verify Status (Cont.) Start the PG and wait a few – Voila, all is well in CVP Land.

Verify Status (Cont.) Diagnostic Framework Looks Happy now.
<10 minutes RED 10-30 minutes YELLOW >30 minutes: No Color Diagnostic Framework Looks Happy now.

Verify Status (Cont.) Checking things out with some /cvp/diag

ICM Script Editor Overview

ICM Script Editor Overview (Cont.)
Large Icons with Text Right Click anywhere on toolbar Options => Preferences

Routing Script: A script that ICM executes to choose the destination for a call Administrative Script: A script that ICM executes to perform background processing

File => New or clicking the “New…” icon will present the Create A New Script dialog When creating a new script, a Start Node is placed in the design area and will be the starting point for all Scripts

New Script or Active Version Customer Script Name Version you are working with Edit or Browse Mode white background = Edit, solid background = Browse White background = Edit

Many of the drop-down menu choices are available as icons on the menu bar. File Edit View Script Options

The Script Editor Palette is divided into four tabs. Each tab has nodes related to that type. There are four node types. General Routing Targets Queue

Edit Mode Monitor Mode Browse Mode

Links Cisco Unified Contact Center Enterprise
series-home.html Cisco Unified Customer Voice Portal home.html Cisco Unified Communications Manager products-support-series-home.html Cisco Unified Border Element home.html

UCCE CrossTraining GW-CUSP-CVP-CUCM-ICM

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UCCE CrossTraining GW-CUSP-CVP-CUCM-ICM

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