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TECCT-2022
Keeping CVP at the Solution Level mindset
Creating
Competitive
Advantage
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Agenda
• Part 1: Architecture & Overview • Part 4: Troubleshooting
• Unified CVP Overview • Strategies
• Components & Functional models • The Switch Leg & VRU Leg
• Unified CVP Roadmap • Fault Isolation
• Call Servers
• Part 2: Planning & Design
• IOS Gateways
• Platform Virtualization
• CUSP
• Solution Sizing
• Media Files
• Geographic Models
• ICM Integration
• Edge Queuing Techniques
• Use Cases
• Part 3: High Availability
• Part 5: Upgrading CVP
• Strategies with SIP & CUSP
• Gateways, Servers, & Load Balancers • Q&A
• Survivability
Session Overview
• Fundamentals of planning and designing a Cisco Unified Customer Voice Portal
(CVP) deployment.
• Details of various functional deployment models with their call flows, design
details and case studies.
• This is an intermediate to advanced level session.
• Some familiarity with Cisco Contact Center Enterprise products is required.
• Have a question? Please ask it! This is meant to be an interactive session.
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
About the Presenter
• Selim Budakoğlu
• Advanced Services, EMEAR Connected
Experience Team
• Collaboration Solution Architect
• Collaboration Application Development &
Integration (CADI) Team Leader
• Over 10 years with UCCE
• 15+ years in software development
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
Architecture & Overview &
Roadmap
Unified CVP Overview & Roadmap
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<form id="form-record">
<record name="greeting" beep="true“>
<prompt>
Please record your greeting.
</prompt>
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Main Features: Queuing at the Edge
Long
Distance
Carrier
Local
Exchange Local
Carrier Exchange
Carrier
VoiceXML
Voice
Datacenter Contact Center
VoiceXML
Branch Office Branch Office
WAN
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
The Four Pillars of the CVP Solution
Customers Agents
CVP
CVP IOS ICM UCM
IOS UCM ICM
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
Unified CVP Roadmap
CVP 11.0 CVP 11.5 Future
Available Today Available Today
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
Architecture & Overview
CVP Components
12
14
3
2 4
1 7
8
Ingress 10 5
CVP Call
Server ICM
Caller
6
TDM or SIP
9
-Call Center routing
-Cisco IOS Gateway
-”Logical Ports” -Business logic
-Voice Browser
- Call Control -Agent Management
-IVR RTP Termination
VXML GW - Call / VXML Media
Agent
UCM
Caller
TDM or SIP
Call Server
PG
SIP SS
CUSP ICM SS
Ingress IVR SS
ICM
Media Server
VXML GW Load
Balancer
ASR / TTS Ops Console 14
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
CVP: Beyond 11
Virtualized Voice Browser UCM
Agent
Call Server
SIP SS
ICM SS
Ingress IVR SS
ICM
Caller Media Server
TDM or SIP
VXML Server
VXML
VM Voice GW (IOS)
Browser
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 15
Architecture & Overview
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Functional Model: Standalone
SIP HTTP
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 18
Functional Model: Standalone 11.X
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
Functional Model: Standalone with ICM
SIP HTTP
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
Functional Model: Standalone with ICM Lookup
• Typical application is to query the ICM only when the caller opts out to an agent
• ICM Lookup can return a Translation Route label which CVP standalone could
SIP REFER back into a CVP Comprehensive farm
• CVP Standalone with ICM Lookup cannot process an *incoming* Translation
Route label
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
SIP
Functional Model: Comprehensive GED-125
RTP
HTTP
5. SIP INVITE UCM
Agent
8. SIP INVITE
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Functional Model: Comprehensive
• IVR, call control, and queuing
• ICM keeps track of agents, call queues, etc.
• VXML Session: VXML GW to Call Server (IVR Service) or VXML Server
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Functional Model: Basic Video
• Audio-only IVR, call control, queuing, video agent
• Same call flow as comprehensive SIP
• Supports both audio and video calls
• Video supported with SIP only
• Video enabled endpoints
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
Functional Model: Basic Video
9
7
Video Agent UCC UCM
10 8
1 2 3
Video
Endpoint Kiosk UCM 6 4
CVP Call
5 Server ICM
VXML GW
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
Functional Model: Video in Queue
10
8
Video Agent UCC UCM
11 9
1 2 3
Video
Endpoint Kiosk UCM 6 4
CVP Call
5 Server ICM
VXML GW MediaSense
Platform Virtualization
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
Operating System Support 11.X
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
Components: Gateways
• ISR G1s (18xx, 28xx, 38xx)
• ISR G2s (19xx, 29xx, 39xx, 39xxE)
• AS5350XM & AS5400XM
• ASR1001, ASR1002X, ASR1004, ASR1006
• Next Gen ISR G3s (4xxx) – NO VB!
• IOS / IOS-XE versions
• 15.x (check UCCE Solution Compatibility Matrix!)
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
Next Gen Gateways – ISR G3 11.X
4451
• High performance gateways
• Runs on IOS-XE
4431
• No VXML Browser
4351
• Supported as Ingress GW
• Certified from CVP 10.x
onwards 4331
4321
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 32
Introducing Cisco Virtualized Voice Browser (CVVB)
• Cisco’s new voice browser product as a virtualized offering
• Supported on Cisco® 4000 Series ISRs with Cisco UCS® E-
Series
• ISR G2 to be the last generation of routers supporting VXML
browser on Cisco IOS® Software
• Supported on Cisco UCS servers and spec-based hardware
• Cisco UCS server / Cisco UCS E-Series on ISRs
• Available with Cisco Unified CCE/Packaged CCE 11.5
After 11.0
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
11.0
Components: SIP Proxy
• Cisco Unified SIP Proxy (CUSP)
• CUPS is no longer supported
• 8.x
• SRE-based
• 9.x vCUSP
• Virtual Machine
• Supports UCS-B, C, and E.
• Increased performance and scalability
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 34
Virtualized CUSP 9.x
Platform CPS vCPU vRAM (GB) vDisk (GB)
Cisco UCS Platform 60 CPS 1 4 1 x 80
100 CPS 2 4 1 x 80
200 CPS 4 4 1 x 80
300 CPS 4 4 1 x 80
400 CPS 4 4 1 x 80
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Components: Load Balancers
• Load balancers
• Cisco CSS not supported in version 9.x and up
• Cisco ACE (Application Content Engine) is End of Sale and supported for upgrades only
• 3rd Party options
• Should support both SSL offloading and SSL pass-through
• Load balancer High Availability (HA)
• Session stickiness should not be mandatory
• Persistence - cookie-insert
• Round-robin distribution algorithm
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
Virtualized CVP: Solution Highlights
• VMware ESXi….
• CVP 9.0 supports 4.1, 5.0, 5.1
• CVP 10.0(x) supports 5.0 and 5.1
• CVP 10.5(x) supports 5.1 and 5.5 +
• CVP 11.0(x) supports 5.1 U3, 5.5 U2 and 6.0
• SIP deployments only, no more H.323
+
• Use published OVA templates (cores, memory and disk)
+
• TRC vs. spec-based hardware
• Migration from MCS to UCS it not supported
• NIC teaming
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Virtualized CVP: VM Planning & Designing 11.0
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Virtualized CVP: VM Planning & Designing (cont.)
• Oversubscription subscription supported for CPU
• Mix of Cisco UC applications and non UC on same blade – OK!
• Mixed environments of physical and virtual servers
• VMware features
• HA: Distribute Application nodes across UCS blades, chassis and sites
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
Virtualized CVP: VM Templates
Component & Scale vCPU vRAM (GB) vDisk (GB)
Call + VXML + Media (900 Calls or 10 cps) 4 6 1 x 150
Reporting (420 Msg/sec) 4 4 1 x 72
1 x 438
OAMP Server 2 2 1 x 80
Voice Browser 4 8 TBD
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
Virtualized CVP: Basic Rules & Tips
• Migration from a physical (MCS) server to any virtual server (UCS or 3rd party)
server is not supported.
• SRND application-layer guidelines for UCS are *not* same as when on MCS
• Determine quantity or role of CVP nodes. Re-size for VM.
• Private network requirement for VRU PG
• Mixed clusters of bare-metal/MCS and UCS are supported
• Subject to “common sense” rules – e.g. don’t make Primary CVP Call Server less
powerful than Secondary CVP Call Server or vice-versa
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 41
Cisco Unified CVP Integration with Context Service
11.0
Social
Media
Chat Email
Phone SMS
Customer
Journey
IVR Retail
Mobile
Web
IoE
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 42
Planning & Design
Solution Sizing
• CVP 11.0
Component & Scale * vCPU vRAM (GB) vDisk (GB)
Call / VXML / Media (900 Calls, 10 cps) 4 6 1 x 150
Reporting (420 msg/sec) 4 4 1 x 72
1 x 438
Ops Console Server 2 2 1 x 80
Voice Browser 4 8 TBD
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 45
Cisco Unified Border Element Sizing
• CUBE datasheets don’t lay out specific sizing for Contact Center
• Reasoning behind this….
• Average UC call = 7 SIP messages
• Typical Contact Center call = 20 SIP messages
• TCL scripts
• Consider your features
• Agent Greeting?
• Remote Agent?
• Call Recording?
• Be conservative – remember the CPU!
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 46
Cisco Unified Border Element Sizing ASR 1004/6 RP2
ASR 1002-X
✔ ✔ ✔
50-150
ASR 1001
50-100
✔
3900E Series ISR-G2 ISR 4451-X
(3925E, 3945E)
20-35
✔
8-12
2900 Series
ISR-G2 (2901,
✔
2911, 2921, 2951)
<5
800/1861 ISR
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 47
VXML Gateway Sizing 29xx and 39xx are ISR G2
15.0.1M, G.711, basic calls, Ethernet
egress, CPU NTE 75%, VAD is ON
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 49
CUSP Module Sizing
1.Module capability
SRE Module Max Requests per second
SM-SRE-700-K9 100
SM-SRE-710-K9
SM-SRE-900-K9 200
SM-SRE-910-K9
2. Feature license
SRE License Standard Mode (record route on) RPS Lite Mode (record route off) RPS
FL-CUSP-2 2 5
FL-CUSP-10 10 25
FL-CUSP-30 30 75
FL-CUSP-100 100 450
FL-CUSP-200 200 750
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CUSP VM Sizing 11.0
2. Feature license
License Standard Mode (record route on) RPS Lite Mode (record route off) RPS
L-CUSP-SL-X X 2.5 * X
L-CUSP-SL-100 100 250
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Cisco Unified SIP Proxy Sizing for CVP
• Performance based on 1000 routes / no normalization
• For CUSP sizing purposes, assume each CVP Call uses on average 4 SIP
CUSP requests:
• Ingress Gateway -> CVP Call Server
• CVP Call Server -> VXML Gateway
• CVP Call server -> Ringtone Gateway
• CVP Call server -> CUCM
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 52
Collaboration Sizing Tool
• One tool to size the complete Unified Collaboration System
• Includes sizing options for product releases 8.0(1) – 11.0(1)
• UCM, Prime, UCCE, CVP, IPIVR, IOS Gateway, VXML Gateway, TelePresence, CUIC,
Finesse, CUC, WebEx Meeting Server, CER, MediaSense, etc.
• http://tools.cisco.com/cucst/faces/login.jsp
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 53
Planning & Design
Geographic Models
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Geographic Models 11.0
Multisite with Centralized Call Processing
• Advantages
• Similar to Single Site advantages
• Terminate calls to local agent branches
• Ingress and VXML on one gateway at branch
locations
• Autonomous capacity flex
• Disadvantages
• Similar to Single Site disadvantages
• WAN failure = device deregistration, loss of call
• Control, queuing, agent state updates, etc.
• Possible transcoding and DSP requirements
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 56
Geographic Models 11.0
Multisite with Distributed Call Processing
• Advantages
• Similar to Multisite with Central Call Processing
• Single site failure redundancy
• Disadvantages
• Significant solution costs due to infrastructure
• Replication
• Physically diverse networks (private and public)
• Primarily to meet UCCE fault tolerance requirements
• Multiple dial plans needed for CUCM clusters
• WAN + codec requirements similar to
multisite Central Call Processing
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Geographic Models 11.0
Clustering over WAN
• Advantages
• Most common deployment
• Combination of centralized and distributed call
processing.
• Fault tolerant and survivability flexible
• More efficient use of hardware resources
• Designed for large enterprises
• Disadvantages
• Similar to Multisite Distributed
• Heaviest dependence on WAN (private and public)
availability
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Queuing at the Edge
• If call comes into remote site, it is desirable for the call to be queued at that site.
• CVP “normally” load-balances among all VXML gateways—
not optimal for branch designs
• “Send To Originator” sends the call back to same GW for VXML in SIP
• More edge queuing techniques in the next section …
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 59
Call Admission Control
Why Is Call Admission Control (CAC) Needed?
Circuit-Switched Packet-Switched
Networks Networks
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Branch Design Challenge #1
Call Admission Control: The Problem
Plenty of BW
PSTN
Branch A
IP WAN
Headquarters
• From the perspective of CM, the gateways are “behind”
the CVP servers.
Branch B
• CM treats every call as if they came from the same device
(SIP Proxy/CVP) based on source IP.
• Affects: Locations CAC.
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Branch Design Challenge #2
Queue at Edge: CAC not an issue until this point
1
3 PSTN
2 Branch A
IP WAN
Headquarters
1. Call received from PSTN. VRU Label sent to CVP.
2. CVP does SIP Proxy lookup to find destination gateway. Branch B
3. One VRU label is used, destination VXML GW could be anywhere!
• For SIP “Send To Originator” causes CVP to transfer back to originating gateway
• With these commands, CAC is not an issue for VXML leg
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Location Awareness and Location Based Routing
• Without Location Awareness, You Will Have…..
• Bandwidth miscalculations in CAC with IP originated callers, as well as with any post
transfers from agents.
• Inability to deterministically select a local VXML gateway for VRU treatment at the
branch office during warm transfers from an agent due to no correlation between the
two calls at consult – not location aware!
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 63
Planning & Design
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Send To Originator (SIP)
• Simple to configure and troubleshoot using OPs Console configuration
• Requires that the ingress gateway also provide VXML functionality
• SIP Header is checked by CVP SIP service to determine how warm transfer was
initiated, avoiding sending VRU label to CUCM.
• Best Practice: Always build a centralized VXML gateway farm for all transfers
when using this technique
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 66
Significant Digits (SIP)
• More difficult to configure, requiring
pre-pending at ingress gateway
• Site Code for VRU leg is pre-pended
• Leg Label at Ingress: 228005551212
22 Site Code for VRU Rest is DNIS for
Handling ICM
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Enhanced Location CAC (ELCAC)
(Deterministic Selection of VXML Gateway)
• CVP polls Location information from CUCM,
associates it to a particular branch gateway and
assign a SiteID.
• CVP has information about all the gateway
locations now
• CVP can now select the correct and closest VXML gateway (near to the caller) to queue
the call including warm transfers.
• Saves WAN bandwidth
• Proper SIP proxy configuration is required to route label based on the SiteID information
• Valid for IP originated calls as well
• Best Practice: Preferred method for SIP edge queuing addressing CAC and deterministic
edge queuing for warm transfers. No need for centralized VXML for queuing transfers!)
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Enhanced Location CAC (ELCAC)
• CVP 9.x and later supports EL-CAC with Hub and Spoke topology model in
intra-cluster CM Deployments.
• CVP does not support full EL-CAC as does CUCM 9.x
• Supported Functionality includes:
• Hub and Spoke model for branch office deployments
• Bandwidth allocation and CAC for calls within a CM cluster (intra-cluster calls)
• Association of Phantom Location with SIP Trunks
• Non-Supported Functionality includes:
• Association of Shadow Location on inter-cluster trunks
• Complex topology network models including multi-tier, multi-hop topologies
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 70
High Availability
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SIP Routing & High Availability
• SIP Routing is the method in which a DN is resolved to an IP
• Also used for load-balancing and redundancy
• Several options available:
A. SIP Proxy
B. DNS SRV
C. Local SRV
D. Static routes
E. Combination of above
• SIP Proxy desirable for significant number of SIP user agents or for complex dial
plan.
• Static routes/local SRV desirable for small deployments with simple dial plan.
• As of CVP 8.0 and later TCP is preferred transport for SIP with CVP. Was UDP
prior to CVP 8.0. TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 73
SIP Algorithm and Routing Priority
• When a label Is received by CVP from ICM......
• Location SiteID (if present) is inserted for Comprehensive call flows before
selecting a destination.
• SigDigits will be added if defined before routing to a destination.
• If SendToOriginator is matched for label, the callers source IP/host is used
ONLY if caller is a Cisco IOS gateway.
• If (use outbound proxy) is set, then use the host of the SIP proxy.
• If local static route is found, then use the destination as SIP URI.
• If local SRV and SIP server group is defined, then destination is determined
dynamically based on SIP element status and priority/weight.
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Cisco Unified SIP Proxy
• Prior to 8.5 CUSP requires dedicated chassis and can not co-reside with
VXML/TDM GW. 8.5 and after allows co-residency.
• Redundancy: Two ISR GWs geographically separated
• Double Capacity with the above by using 2 CUSP/ISR
SIP SIP
SIP SIP
V ISR
Ingress GW CUSP
CUCM
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 75
SIP Proxy Design: Option 1
• IOS-Based SIP Proxy Site A Site B
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SIP Proxy Design: Option 2 Site A Site B
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High Availability
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CVP Call and VXML Servers
• Deploy redundant call servers per data center with sufficient redundant ports
• Note: Redundant CVP port licenses are purchased licenses and live
• Note: Gateway/VXML licenses are “paper only” but must be purchased!
• Configure SIP Server groups for outbound proxy redundancy
• Configure SIP Server groups for dynamic SIP routing and availability
• Configure primary and backup VXML Servers on VXML gateway
• Consider using content load balancers to load balance VXML and Media Server
requests.
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 80
SIP Server Group and Dynamic Routing
• OAMP Server Groups replace local SRV manual file creation. srv.xml file still
used under the covers.
• CVP knows the status of the destination before sending SIP INVITE using the
SIP OPTIONS heartbeat feature
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CVP SRV (Visual)
Site A Site B
V V
SRV Priority 3
SRV Priority 3
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CVP SIP Server Groups Overview
• Adds heartbeat mechanism to endpoints
• Dynamic routing based on active knowledge of endpoint status before sending SIP
invite
• Available In CVP but previously…
• H.323 heartbeat capable through endpoint registration
• SIP does not have built in mechanism for heartbeat detection
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CVP SIP Server Groups Configuration
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SIP Proxy Server Group Options Ping
• Ensure CUSP “sip record-route” is disabled
• “no sip record-route <network name>”
• Disabled by default but good to always check!
• If enabled, will break fault tolerance routing and create a single point of failure
• Option Ping CLI Commands
• “server-group sip ping-options <network> <ip_address> [port]”
• “default server-group sip ping-options <network>”
• “ping-type {proactive | reactive | adaptive} <interval_1> <interval_2>”
(Anyone know the difference?)
• “default ping-type”
• There’s also a GUI…
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CUSP Server Group Option Ping
Global Ping Configuration
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CUSP Server Group Option Ping
Server Group Configuration
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High Availability
Load Balancers
• Use to load balance HTTP, Media Resource Control Protocol (MRCP), and
Real-Time Streaming Protocol (RTSP) traffic
• Cannot load balance call control traffic such as
H.323 and SIP
• ACE uses a dedicated Fault Tolerant VLAN
• With ACE, the IP address and MAC address of
the FT VLAN do not change during failover
• With ACE to achieve active-active redundancy, a minimum of two contexts and
two FT groups are required on each ACE.
• Best Practice: For larger, geographically separated deployments, deploy pairs of
load balancers per data center for localized redundancy.
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 89
ACE Load Balancer
• Caveat: One arm implementations will break deployments using MRCPv2 since
its based on SIP messages and not RTSP/RTP as with MRCPv1 (RFC 4463).
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High Availability
Media Servers
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Media Servers
• Due to default media server, ICM scripting is now simplified.
• Media server is defined by ECC variable
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High Availability
Survivability
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CVP: Survivability
• Various methods of call recovery:
• TDM-only: DTMF*8, Hookflash, TBC
• SIP or TDM
• Hairpin
• Transfer to CVP VXML server application
• Retry to same DN optionally pre-pended or appended with digit string. Allows finer control over
ICM script recovery behavior. For example:
Original DNIS = 8005551212
Recovery DNIS = 999<retry> = 9998005551212
• Works in CVP standalone or comprehensive models
• Requires ASR1000, CUBE or TDM gateway
• Cannot recover call context from the original call
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 96
CVP: Survivability Example
Gateway detects a
loss of media to an IP Agent UCM
phone.
X
Strategies
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Before Dismantling….
• Trust but verify all supported software versions
• Trust but verify your CVP Deployment model and their applicable call flows
• Understand the physical model of the solution (Centralized/Branch/Distributed)
• Understand the SIP protocol call flow
• Understand the queuing model that is deployed such as centralized or edge
queuing
• MOST IMPORTANTLY ask the question “WHAT CHANGED?”
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Troubleshooting
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The VRU Leg
• Occurs after the call has connected to CVP on the switch leg and instructions
have been received from ICM on how to treat the call.
• VXML instructions are sent to the VXML Gateway by either executing a micro-
application or Unified Studio application
• VRU Leg is active at the same time the Switch Leg
• VRU Leg is torn down when agent is available
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Troubleshooting
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Verify Call Server Statistics
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Log Files in Call Server
%CVP_HOME%\logs contains
CVPXXX.log files and the error log files for
the ICM, SIP, IVR and Infrastructure events
and traces.
%CVP_HOME%\logs contains
ORM, SNMP and Ops Console, SNMP,
VXML, WSM logs. ORM and Ops Console
subfolders have CVPXXX.log files and the
error log files.
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CVP Diagnostic Frame View
• To launch diagnostic servlet: http://<call-server-hostname>:8000/cvp/diag
• View/search logs directly
• Set log / trace levels dynamically
• Changes are in memory only. Lost when call server is re-started.
• See the state of service (Inservice, partial service, etc..)
• Dump service properties that are in memory
• Dumps useful debugging stats
• Active calls
• # of trunks groups in use etc.
• Should use Ops Console where possible first before resorting to this servlet.
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CVP Diagnostic Frame View
Includes SIP Error Codes! View Log Files From Here!
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CVP Diagnostic Frame View
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Call Flow Tool
• Installed in C:\Cisco\CVP\CLAV
• Import logs from
• CVP
• Call & Error logs
• IOS
• SIP messaging
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Call Flow Tool
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Call Flow Tool
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Diagnostic Portal API Overview
• Diagnostic portal API is designed for UC products to publish diagnostic data
• WSM users are configured on OAMP (default wsmadmin created during CVP
install)
Call Server
https
Analysis
Manager
CVP VXML Server
https
System
CLI WSM Ops Console
….
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Analysis Manager or Unified System CLI
• Analysis Manager
• Built inside UCM RTMT tool
• GUI based
• Supports Analyze Call Path
• Great for pulling logs from IOS, UCM, CUSP, but not CVP
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Analysis Manager or Unified System CLI
Product
IOS GW
CVP Call UCM
ICM Server
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Unified System CLI – Simple Yet Powerful
• System CLI is automatically installed on all CVP servers as part of the
infrastructure, there is no additional installation required on any CVP server.
• Every CVP server is also aware of at least one seed device (CVP Operations
Console server), the entire solution topology is automatically retrieved from the
Operations Console on any CVP box for System mode.
• There is no additional configuration needed for system mode.
• System CLI uses a consistent command across multiple products and servers.
• System CLI can be executed as a Windows scheduled job.
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Unified System CLI – Quick Start
• Launch the CLI on any CVP server
• Login with username “wsmadmin” and password as OAMP Administrator
password.
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Unified System CLI: Sample of a local collection
• To collect all of the diagnostic information from your CVP server, type the "show
tech-support" command in System CLI
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Unified System CLI
• By default “show tech-support” collects the traces for the last 24 hours. For
example, if you want to pull traces for the last 3 days, use the following
command:
admin:show tech-support reltime 3 days
• To collect all of the diagnostic information from all devices [CVP, IOS, UCM,
ICM, CUP, etc. ] defined in CVP OAMP, type the "system show tech-support"
command in System CLI as shown below:
admin:system
Initializing system mode ...
Retrieving device list. This process may take a few minutes to complete.
......................................
admin(system):show tech-support
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System CLI Modes of Operation
• System CLI can operate in two modes: local mode and system mode.
• Local mode: the System CLI only interacts with a single device. For example, "show
version" command shows only the version for a single device. In the system mode, the
System CLI interacts with all of the devices in the device list.
• System mode: there is an additional option to limit the system command option to
certain device group, device type, or list of servers.
• All of the commands available in local mode for a single device are available in
system mode. The command syntax remains the same in system mode.
• For example, in system mode, the "show version" command will show the version
information from all devices in the device list.
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System CLI - System Mode Sample Collection
• Enter System Mode
• Execute a command
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System CLI – System Debugs
• System CLI provides a consistent debug level across the solution
• The definition of debug levels are given below for reference:
• level 0 --- Default ( normal production environment )
• level 1 --- Low performance impact
• level 2 --- Medium performance impact
• level 3 --- High performance impact
• Level 4 and 5 are only for lab or functional use only
• Level 99 (custom) is only meant for special situations
• Example: Turn “Detailed” traces on UCM
• Command: “system debug level 3 devicetype ucm component "ucm:Cisco
CallManager"
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Troubleshooting
CUSP
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CUSP: Server Groups Status
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CUSP: Monitor Calls per Second
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CUSP: Server Groups Status - CLI
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CUSP Tracing: Enabling
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CUSP: Examining the traces - GUI
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CUSP: Filtering the Switch and VRU Legs
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CUSP: Detailed SIP Messages for CVP Call-ID
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CUSP Tracing: Failed Calls
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CUSP: Failed Calls - Details
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CUSP: Examining the traces - GUI
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CUSP CLI Commands
Command Description
show license Show licenses available and in-use on the current system
show processes cpu Shows the CPU utilization on the CUSP module
show status server-group sip Shows the status of each element within each server group
sip logging Enables the logging of SIP messages flowing through CUSP
trace level debug category Enables debug trace level for a specific process
[CATEGORY]
show sip message log Display capture traces
show trace log Display trace log files
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Troubleshooting
Media Files
1 2
3
ICM
Ingress GW
Call Server
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Media File Won’t Play
URL Construction – hostname origin
http://mediaserver/en-us/sys/Friday.wav
Default Media Server
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media File Won’t Play
URL Construction – media file path
http://mediaserver/en-us/sys/Friday.wav
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media File Won’t Play
HTTP Client Validation
• Verify URL on VXML Gateway
• debug http client error
/10//HTTPC:/httpc_callback: URL:http://mediaserver/en-us/sys/Friday.wav,
Server rsp_code(404), fd(0)
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media File Won’t Play
HTTP Server logical path validation
• Log into the media server and verify that the World
Wide Web Publishing Service is running.
• Verify that the IIS wwwroot directory is set to the
expected location.
• Examine the IIS logs located in the
C:\WINDOWS\system32\LogFiles\W3SVC1
directory. VXML GW
5
• Example of file not found error: Media Server
GET /en-us/Friday.wav - 404 – 192.168.1.10 cisco-IOS 200
4
1 2
3
ICM
Ingress GW
Call Server
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Media Files Won’t Play
Media File Format
• Symptoms
• Garbled audio
• Dropped calls
• VXML gateway console output:
%IVR_MSB-3-NOPROMPT: Could not create IVR prompt
http://mediaserver/en-us/app/WRONG_FORMAT.wav
errno=0=Can not recognize the file format
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media Files Won’t Update
Caching & Streaming
• The Basics
• VXML gateway caches media files to reduce bandwidth to/from Media Server
• This cached is refreshed at specified intervals
• Terminology
• Cached: stored in the VXML gateway’s DRAM
• (up to 100MB) VXML GW
5
• Age: Number of seconds since a media file was
last invoked by a VXML application or MicroApp. Media Server
• Common misconceptions
• Stale media files will be downloaded from the media server the next time they are
invoked.
• “I updated my media file on the web server. It VXML GW
5
will be downloaded the next time the old file
becomes stale.” Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media Files Won’t Update
Caching & Streaming
• When are media files downloaded from the Media Server?
• The WAV file is invoked by an application and it does not exist in cache.
• The WAV file is invoked by an application, exists in cache, is stale, and the "Modified
Date" for the file on the server is more recent than the file that exists in the cache.
• A CLI command is used and the file does not already exist in cache
audio-prompt load <URL>
test http get <URL> reload
• The file is too large to cache VXML GW
5
• HTTP streaming is enabled on the gateway
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Media Files Won’t Update
Caching & Streaming – Example 1 – File does not exist in cache
#show http client cache
Ref FreshTime Age Size context
RTP
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Media Files Won’t Update
Caching & Streaming – Example 2 – File exists in cache, but is not stale
#show http client cache
Ref FreshTime Age Size context
1 175 64 326320 0
http://mediaserver/en-us/app/pleasewait.wav
VXML GW Media Server
RTP
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Media Files Won’t Update
Caching & Streaming – Example 3 – File exists in cache, but is stale
#show http client cache
Ref FreshTime Age Size context
1 175 280 326320 0
http://mediaserver/en-us/app/pleasewait.wav
VXML GW Media Server
RTP
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Media Files
General tips & recap
• Play the WAV file by entering the URL into your web browser
• Use the "audio prompt load http://mediaserver/path/to/your/wav/file" command
to manually download the WAV file from the media server to the VXML
Gateway. If this works, the problem is most likely in the ICM script.
• Enter the "show http client cache" command on the VXML gateway. Do you see
your wav file listed?
VXML GW
5
• TIP: Need a file that will never be cached?
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
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Troubleshooting
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Troubleshooting
Call Flows (Cont.)
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Unified ICM Call Router: rttest
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Unified ICM Peripheral Gateway
CLI Tools: opctest Utility
• ICM Peripheral Gateway Utility - opctest
• Useful Commands
• status - detailed information about PIM/Peripheral status
• debug - use “/?” for options, common options are /route and cstaecr which show dialog
between Peripheral and PG/CallRouter
• Usage Examples
• To start the utility - c:\opctest /cust icm01 /node pg1a
• To get help - opctest: ?
• To see status - opctest: status
• To clear all debugs - opctest debug /noall
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Unified ICM Peripheral Gateway: opctest
• opctest: status
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Troubleshooting
Use Case #1
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Use Case – UCM / Router Trace
CUCM Detailed Log
12:37:53.775 |Digit analysis: match(pi="2", fqcn="66000", cn="66000",plv="5", pss="",
TodFilteredPss="", dd="77771",dac="0")|1,100,50,1.54660^90.90.205.228^SEP001D4543CC3A
12:37:53.780 |StationCdpc(50): StationCtiCdpc - GenerateNewCallEvent CH=1|19964530 CallReason=1
CallOrigin=1 CallingDeviceName=SEP001D4543CC3A DeviceName=77771 Privacy=0 Feature=137
callingPartyIpAddr=0xe4cd5a5a cgpnPU=2 cdpnPU=2 HM-DN= HM-
Part=|1,100,50,1.54660^90.90.205.228^SEP001D4543CC3A
Router Log
13:37:54:933 rb-rtr Trace: (4 x 0 : 0 0) NewCall: CID=(149984,42515222), DN=77771, ANI=66000, CED=,
RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0
13:37:54:933 rb-rtr Trace: (4 x 0 : 0 0) Correlation id for dialog is (21)
13:37:54:933 rb-rtr Trace: (4 x 21 : 0 0) TransferToVRU: Label=96969, CorID=21, VRUID=5012, RCID=5000
13:37:54:933 rb-rtr Trace: (4 x 21 : 0 0) TransferConnect sent. Dialog pending.
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Use Case – CVP Trace
CVP Log
%CVP_8_5_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 0FABDC00000100000000001D12CD5A5A LEGID = fabdc00-e5416401-
1d-12cd5a5a - [INBOUND]: ReqURI (DN) sip:96969@90.90.205.10:5060 FromURI sip:66000@90.90.205.18
CVP Log
%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-201-ICM-35} CALLGUID = 0FABDC00000100000000001D12CD5A5A, DLGID = 9
[SIP_LEG] - Processing ,, [ICM_DIALOGUE_FAILURE_EVENT], dialogueId=9, sendSeqNo=1, errorCode =
E_INVALID_DIALED_NUMBER,, LEGID = fabdc00-e5416401-1d-12cd5a5a, DNIS = 96969, ANI = 66000
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Use Case - Resolution
CUCM Logs (BEFORE)
12:37:53.817 |Digit analysis: match(pi="1", fqcn="66000", cn="66000",plv="5", pss="", TodFilteredPss="",
dd="96969",dac="0")|1,200,17,1.53656^90.90.205.7^77771
12:37:53.832 |//SIP/SIPTcp/wait_SdlSPISignal: Outgoing SIP TCP message to 90.90.205.10 on port 5060 index 12
[298,NET]
INVITE sip:96969@90.90.205.10:5060 SIP/2.0
Call-ID: fabdc00-e5416401-1d-12cd5a5a@90.90.205.18
CUCM PG Configuration
Resolution
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Use Case – Resolution (Cont.)
CVP Logs (BEFORE)
%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-200-ICM-34} CALLGUID = 0FABDC00000100000000001D12CD5A5A - New call
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Use Case – Resolution (Cont.)
Router Logs (BEFORE)
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) NewCall: CID=(149984,42515223), DN=96969, ANI=66000, CED=,
CID=5001, MRDID=1, CallAtVRU=1, OpCode=0
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Unknown dialed number (96969) - and NO default call types
13:37:54:980 rb-rtr Call route request from routing client CVP1 (ID 5001) with unknown DN of 96969.
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Call route request from routing client CVP1 (ID 5001) with unknown
DN of 96969.
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Deleting Dialog.
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Upgrading UCVP
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Why Upgrade? Supportability!
Release 8.0 Release 8.5 Release 9.0 Release 10.0 Release 10.5
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Why Upgrade? Feature Enhancements
• Platform and Installation Improvements • Video In Queue
• Updated Phone Support • Agent Greeting
• Scalable SIP Dialer w/ CPA • Whisper Announcement
• Cisco Agent Desktop Updates • Courtesy Call back
• Multi-Line Support • Improved Scalability
• CCMP Updates • Analysis Manager Support
• Serviceability Improvements • Serviceability
• Virtualization • Improved SIP capabilities
• E/WIM Updates • Reporting Enhancements
• Reporting Evolution • Licensing Improvements
• ISR G2 & NG and CUSP 9.0 support (Dialer • CUBE(Ent) on ASR Support (CVP Only)
and CVP) • Agent Greetings and Whisper Announcement
• Windows 2012 R2 (UCCE)
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UCCE Compatibility Matrix
UCM CVP PG/CAD/CTIOS CTIOS CUIC EIM/WIM RSM Unified MediaSense SocialMiner Finesse
Desktop CCMP
11.0(1a) 11.0(1) PG: 11.0(1) 11.0(1) 11.0(1) 9.0(2) 11.0(1) 11.0(1) 11.0(1) 11.0(1) 11.0(1)
10.5.(2) CTI: 11.0(1) 10.5(1) 10.0
10.0.(1) CTIOS: 11.0(1) 10.0(x)
CAD: 10.0(2)
10.5(1) 11.0(1) PG: 10.5(x) 10.5(1) 11.0(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 11.0(1)
10.5(2) 10.5(1) CAD: 10.0(2)/ 10.0(x) 10.5(1) 9.0(2) 9.1(1) 10.5(1)
10.0(1) 10.0(x) 10.0(1b) 9.0(x) 9.0(1)
9.0(x) CTIOS: 10.5(1)
9.1(1)
9.1(2)
9.0(1)
10.5(1) 11.0(1) PG: 10.0(1) 10.0(1) 11.0(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 11.0(1)
10.0(1) 10.5(1) CAD: 10.0(1b) 9.0(x) 10.5(1) 9.0(2) 9.1(1) 10.0(1) 10.0(1) 10.5(1)
10.0(x) CTIOS: 10.0(1) 8.5(x) 10.0(1) 9.0(1) 10.0(1)
9.1(1) 9.0(x) 8.5(2)
9.1(2)
9.0(1) 10.5(1) PG: 10.0(1) 10.0(1) 10.5(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 10.5(1)
10.0(1) CAD: 10.0(1b) 9.0(x) 10.0(1) 9.0(2) 9.1(1) 10.0(1) 10.0(1) 10.0(1)
9.0(x) CTIOS: 10.0(1) 8.5(x) 9.0(1)
8.5(2)
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Upgrading UCVP
Strategies
Planning 40%
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CVP Upgrade Strategies
Options Base Line Planning
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CVP 11.0 Platform Requirements
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CVP Upgrade Paths
11.X
CVP 7.0(1)
32 Bit OS Data Migration only
Call Studio Upgrade Path
MCS Upgrade OK
CVP 7.0(1)
CVP 8.0(1)
32 Bit OS
MCS
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CVP Upgrade Paths
CVP Server CVP Reporting Server
OAMP
Remote Operations
Direct Upgrade (Supported for n-2 releases) Earlier Versions CVP 9.x and prior
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Cisco Unified CVP Installation Paths
Fresh install to any version
Direct upgrade from
9.0(1) to 10.0(1) or 10.5(1)
10.0/10.5 to 11.0
Virtualized deployment from 10.0 onward
Windows 2008
Informix 11.70
Windows 2008 VM only
Informix 11.70 VM only
Windows 2012
Windows 2008 11.0(1)
Informix 12.10
Informix 11.70 VM only
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CVP Upgrade Strategies: Unit & Multi-phased
• Limited time - maintenance window
• Large number of CVP servers: single maintenance window is insufficient
• The Recommended Strategy: Multiphase upgrades based on Units.
• CVP Unit - logical group of servers that can be involved when processing a call
• Division of the whole into multiple Units
• Each unit can be upgraded independently
• Separate maintenance windows can be used per Unit
• Multi-phased upgrade: the ability to upgrade a subset of Unified CVP servers
and resume call processing
• Upgrade all components in that type
• If a deployment has multiple CVP units each unit could be upgraded using a Multiphase
Approach
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CVP Upgrade Strategies: Unit & Multi-phased
• CVP Servers must be upgraded in the following order
1. OAMP server
2. Reporting server(s)
3. Call server & VXML server NOTE: Not all server of the same type need to be
upgraded in a single maintenance window
4. CVP PG
• Caveats
• Multiphase upgrades are not supported in deployments with co-resident components.
• CVP unit upgrade support co-resident components if all co-resident components are
part of the same units. Applies to the new model of placing Unified CVP and VXML
servers on the same box!
• OAMP will show the latest UI, newer fields will be ignored by servers that have not yet
been upgraded
• For VXML server upgrades, make sure to re-open and re-deploy Call Studio Apps
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CVP Upgrade Strategies
CVP Units, Example
• This example deployment is Unit 1 Unit 2
comprised of two logical units
• CVP Unit 1: CS1, CS2, RS1
• CVP Unit 2: CS3, CS4, RS2
CVP Call CVP Call CVP Call CVP Call
• These are logical units because Server 1 Server 2 Server 3 Server 4
there is no path for a call to move
from one unit to the other
Reporting Reporting
Server 1 Server 2
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CVP Upgrade Strategies – 1
Examples of How a Multiphase Approach Could Be Applied to CVP Units
• Example 1: Upgrade a subset of server Unit 1 Unit 2
types from a CVP Unit, in a
maintenance window
• Maintenance Window 1: RS1, CS1
• Maintenance Window 2: CS2 CVP Call CVP Call CVP Call CVP Call
• Maintenance Window 3: RS2, CS3 Server 1 Server 2 Server 3 Server 4
• Maintenance Window 4: CS4
• Example 2: Upgrade all servers of a
certain type in a maintenance window Reporting Reporting
Server 1 Server 2
• Maintenance Window 1: RS1, RS2
• Maintenance Window 2: CS1, CS2, CS3, CS4
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CVP Upgrade Strategies – 2
Examples of How a Multiphase Approach Could Be Applied to CVP Units
• Example 3: Upgrade a subset of a Unit 1 Unit 2
server type in a maintenance window
• Maintenance Window 1: RS1, RS2, CS1
• Maintenance Window 2: CS2, CS3
• Maintenance Window 3: CS4 CVP Call CVP Call CVP Call CVP Call
Server 1 Server 2 Server 3 Server 4
Reporting Reporting
Server 1 Server 2
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CVP 11.0(x) Migration Methodology
Installation Caveats for CVP 9.x and up
• Core Software are combined into one major
component called CVP Server
• Call Server, VXML Server, Media Server
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CVP 11.0(x) Migration Methodology
Lab Only Installation of CVP 9.x and up
• Unlike pre-9.x installers, the installation
wizard for 9.x does not allow you to
select multiple components by default.
• There is a CLI switch to allow for all
components to be installed on a single
CVP server
• Here are the steps for a “lab only” install:
• Launch a command line window and
navigate to the CVP setup.exe folder.
• Enter: setup.exe labonly
• This will display the classic package
selection illustrated to the right.
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CVP 11.0(x) Migration Methodology
OAMP Migration
1. Export Data from CVP Ops Console using the menu access System->Export
System Configuration.
• Click on Export and save the exported data to a network location.
2. Manually copy the sip.properties file (C:\Cisco\CVP\conf)
3. Install Win 2012 R2 and then install CVP 11.0(x) OAMP from CVP 11.0(x)
installation package.
4. Stop Cisco CVP Resources Manager service
• Select Start->All Programs->Administrative Tools->Services (The Services window
appears)
• In the list of services names, select Cisco Resource Manager and click Stop
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CVP 11.0(x) Migration Methodology
OAMP Migration
4. Login to CVP 11.0(x) Operations Console and click on System->Import System
Configuration
• Browse to the location where the OAMP data was exported in Step 1 and select the
file. Click Import.
• Copy sip.properties and license files to corresponding CVP directories
5. On the CVP 11.0(x) Operations console do the following:
• Access the window services via Start->All Programs->Administrative Tools->Services
(The Services window appears).
• Select Cisco CVP Operations Console Server, click Start.
• Now select Cisco CVP Resource Manager and restart it.
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CVP 11.0(x) Migration Methodology
Reporting Server Migration (Part 1)
1. Install CVP 11.0(x) Reporting Server on Windows 2012R2 as noted previously.
• Verify that the “Informix IDS – CVP” Windows service is installed and started
2. From a command prompt run “dbaccess” then choose “database” and select to
make sure three CVP databases callback, ciscoadmin, and cvp_data are
created:
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CVP 11.0(x) Migration Methodology
Report Server Migration (Part 2 – Unload procedure)
3. Login to CVP 10.x with user “informix” (cvp_dbadmin). Password will be the
same as the Reporting Server password.
4. Insert CVP 11.0(x) installer DVD in CD drive or extract the ISO and go to CVP-
>migration folder.
• Either copy this folder to a local disk or run the unload script directly from DVD.
5. Launch a command prompt and change the directory to “migration” folder.
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CVP 11.0(x) Migration Methodology
Report Server Migration (Part 2 – Unload procedure)
6. Locate migration_unload.bat
7. Run the script migration_unload.bat –p <path where db can be exported>
• Example: migration_unload.bat –p c:\cvpdata
8. Copy the exported cvpdb.tar to the Unified CVP Reporting Server
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CVP 11.0(x) Migration Methodology
Report Server Migration (Part 3 – Load procedure)
9. Insert CVP 11.0(x) installer DVD in CD drive or extract the ISO and go to CVP-
>migration folder.
• Either copy this folder to a local disk or run the unload script directly from DVD.
10. Launch a command prompt and change the directory to “migration” folder.
11. Run the script migration_load.bat –p <absolute path to the tar bar built on
during unload procedure>
• Example: migration_load.bat –p c:\cvpdata\cvpdb.tar
12. This script loads all three CVP databases with the legacy call data to the
UCVP Reporting database.
• Script execution time depends on the size of the database getting imported so be
patient
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CVP 11.0(x) Migration Methodology
Report Server Migration (Part 3 – Load procedure)
13. The following table outlines the approximate times to migrate data:
14. Validate at the load location i.e. “c:\cvpdata\cvpdb”, that three validation_result
files were created.
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CVP 11.0(x) Migration Methodology
Call Server Migration
1. Make sure the following tasks have been completed.
• OAMP Migration is performed as noted on previously
• The new CVP 11.0(x) server will be assigned the same IP address as the server you
are migrating.
• In order to avoid an IP address conflict, make sure the old server has been shut down.
2. Install the new CVP 11.0.(x) server as noted previously.
3. Save and Deploy Call Server.
• Login to Ops Console and go to Device Management->Unified CVP Call Server (select
call server by IP)
• Click on Edit (Call Server is opened in edit mode), Click on Save & Deploy
• Wait for the device settings page and verify that the “Device Version” is updated to CVP
11.0(x)
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CVP 11.0(x) Migration Methodology
Call Server Migration
4. Deploy Dialed Number Pattern
• Login to Ops Console, Go to System->Dialed Number Pattern, select any DNs and
click Deploy
5. Deploy SIP Server Groups
• Login to Ops Console, Go to System->SIP Server Groups, select SIP Server Groups
and click Save & Deploy
6. Verify the status of the Call Server
• Go to System->Control Center and Check the status of the Call Server, status must
show “Up”
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CVP 11.0(x) Migration Methodology
VXML Server Migration (Part 1: Backing up)
1. Export Call Studio applications
• Projects can be exported by right clicking them on navigator pane and choosing
“Export…”
2. Backup all third party and custom binaries found in the following locations
• %CVP_HOME/VXMLServer/common/classes
• %CVP_HOME/VXMLServer/common/lib
• %CVP_HOME/VXMLServer/applications/<app_name>/java/application/classes
• %CVP_HOME/VXMLServer/applications/<app_name>/java/application/lib
• %CVP_HOME/VXMLServer/applications/<app_name>/java/util
3. Any custom audio files deployed should also be backed up
• Deployed to: %CATALINA_HOME%/webapps/CVP/audio
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CVP 11.0(x) Migration Methodology
VXML Server Migration (Part 2: Restoring)
4. Shutdown the 10.x VXML Server.
5. Install new CVP 11.0.(x) server as noted previously.
6. Login to Ops Console of the new CVP 11.0(x) server and do the following:
• Navigate to Device Management->Unified CVP VXML Server and select the VXML
Server (IP address and hostname)
• Click on Edit and the selected VXML Server configuration will be opened for editing
• Click on Save & Deploy to deploy the configuration for the new VXML Server
7. Upload the new license file to the new VXML Server using Ops Console
8. Install Unified Call Studio from the Unified CVP 11.0(x) installation package
• Start Unified Call Studio and install Unified Call Studio 11.0(x) license when prompted
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CVP 11.0(x) Migration Methodology
VXML Server Migration (Part 3: Restoring)
9. Import previously exported Unified Call Studio projects
• Be sure to select “Existing Cisco Unified CVP Project into Workspace” option while
importing the projects
• The import process automatically upgrades the projects to Unified CVP 11.0(x) format,
if necessary.
10. Deploy all projects to the appropriate target Cisco Unified CVP 11.0(x) VXML
Servers.
• Ops Console can be used to “bulk transfer” the projects to multiple target CVP VXML
Servers in one step
• Restore any backed up third party libraries that were discovered previously.
11. Access the Windows services tool on the VXML Server and restart the Cisco
VXML Server service
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Cisco Press Unified CVP Book
• Title: Cisco Unified Customer Voice Portal: Building Unified Contact Centers
• ISBN-10: 1-58714-290-2 and ISBN-13: 978-1-58714-290-1
• Authored by: Rue Green
• Grab a copy at the Cisco bookstore today!
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This Week.....
UCC Tech Sessions, Breakouts & Labs
Session ID Session
LTRCCT-2010 Cisco Contact Center Express 11.0 and Beyond: Feature Design, Deployment, and Troubleshooting
BRKCCT-2005 Context Service: the new cloud-based omnichannel solution for Contact Center Enterprise and Express
BRKCCT-2027 Contact Center integration with Context Service, Tropo, Zendesk, REST APIs and other cloud services
BRKCCT-2056 Cisco Contact Center 11.5: An Enriched User Experience
BRKCCT-2907 Task Routing Overview and API Deep Dive
TECCCT-2022 Customer Voice Portal Technical Seminar: Planning, Design and Troubleshooting
LABCCT-1008 Implementing and Deploying Remote Expert Mobile and Integrating with CUCM and UCCX
LABCCT-1009 Media sense server Integration with UCCX and configuration steps to record finesse agent calls
LABCCT-2012 UCCE Solutions - Hands on CVP features: Courtesy callback, Whisper announcement, Agent greeting,
Post call survey
LABCCT-2241 Hands-on with CCE Task Routing
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Complete Your Online Session Evaluation
• Please complete your Online
Session Evaluations after each
session
• Complete 4 Session Evaluations &
the Overall Conference Evaluation
(available from Thursday) to receive
your Cisco Live T-shirt
• All surveys can be completed via
the Cisco Live Mobile App or the
Don’t forget: Cisco Live sessions will be available
Communication Stations for viewing on-demand after the event at
CiscoLive.com/Online
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Continue Your Education
• Demos in the Cisco campus
• Walk-in Self-Paced Labs
• Lunch & Learn
• Meet the Engineer 1:1 meetings
• Related sessions
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Q&A
“A Solution Level Mindset”
Thank You
Bonus Slides
High Availability
504 102 102 503 Service Unavailable 102 504 Server Time-Out
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Refer flow prior to 11.0.1
BYE Reason:Q850;cause=38
REFER
INVITE
REFER LABEL
NEW CALL
CONNECT
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Refer flow from11.0.1
OAMP
REFER
CVP SERVER 11.0
INVITE
REFER LABEL
NEW CALL
CONNECT
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Troubleshooting
IOS Gateways
show isdn serial x/y/x:23 Check the status of the PRI D-Channel
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Dial Peer Related IOS Commands
Command Description
show voice call status View status of voice call
show dial-peer voice summary Shows a list of configured dial-peers and their status
show dial-peer voice # Shows information for a specific dial-peer
debug voip ccapi inout Debug VoIP calls that are flowing through the gateway
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SIP Related IOS Commands
Command Description
show sip status Display the status of SIP UA on gateway
show sip connections (udp/tcp) detail Shows existing SIP connections on the gateway
show sip statistics Show SIP statistics for SIP calls on gateway
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General IOS Commands
Command Description
clear counters Clears the interface counters
show log | inc fetch Shows log entries that include the word fetch
show log | inc error.badfetch Shows log entries that include the word error.badfetch
show log | inc <your ANI or DNIS> Shows log entries that match your digit string
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VXML Gateway Related IOS Commands
Command Description
show flash Display the contents of the gateways flash memory
show call application voice summary Display the status of configure voice applications (Excellent!)
show call application voice <app name> Display voice applications details for a specific configure voice application
debug voip application vxml Debug VXML interactions on the gateway (Excellent!)
vxml audioerror Allows gateways using VXML version 2.0 to send fetch errors to the Unified CVP
Call Server.
debug http client error Debug HTTP client issues when fetching media files
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Troubleshooting
Tools
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Text Editor
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Diagnostic Framework Portico
Direct Link
Services Installed Locally Bookmark
Your Servers
Not Bold = No Processes Running
Smart refresh
Remembers
current location
Uptime
Red < 10 minutes
10 < Yellow < 30
Process Title Bar
Blue: Parentheses status
change within 10 min
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Diagnostic Framework Portico
• Single-system “Support Tool” – More than just Process Status!
• Set tracing for single process
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Diagnostic Framework Portico
• Dump logs for a single process
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Wireshark
• Decode Packet
• Filter
• Follow TCP/UDP Stream
• Build Message/Call Flow
• Continues Capture
• Multi file
• Embedded Capture Tool
• IOS, Linux VOS, CVP
• Playback Audio
• G711
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