UCCE CrossTraining

Training DFWCUG
UCCE CrossTraining
GW-CUSP-CVP-CUCM-ICM
Maneet Jodhka (CUCM TL) Ricardo Mancera (UCCE TL)
5/4/2016
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Session Agenda
• UCCE Overview
• Call Flows
• Configuration – Best Practice
• Trace and Log Collection
• Break-Fix Scenarios
• Additional: ICM
UCCE Overview
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
HTTP(S)/VXML OAMP Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP Proxy
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP Proxy
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
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
Gateway(s) LAN
Cisco Unified
Cisco Unified Customer Voice
CCE Portal
Or
Cisco Unified Cisco Unified IP
Communications IVR
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 Cisco Unified IP

Customer Voice IVR
Portal
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 email
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 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, ASR and
Media
depending on scale. TTS VXML
Server
Server
The Voice Browser runs on the gateway and interprets
VXML documents. MRCP HTTP
L
XM
VXML documents can come from the VXML server or
)V
S
P(
the IVR service on the call server.
TT
H
HTTP(S)VXML
When invoked by the VXML document, speech Call
recognition and text-to-speech servers can be used. SIP Server
You can store media files locally or on external media SI

P
servers.
Cisco IOS VoiceXML
Gateway
SIP Proxy
Cisco Unified Border Element
Old School method, with PRI Trunks to Traditional PSTN provider
Voice Gateway
Class5 CO
MGCP, H.323, or
PRI SIP
PSTN
New School method, with SIP Trunks to your PSTN provider.

Enterprise SBC
(CUBE)
MGCP, H.323, or
SP IP Network SIP 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
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
Ingress/Egress Cisco Cisco Unified

IOS Gateway SIP Proxy
CVP
Server
SI
P
VXML
P
CUBE CVP
SI
Gateway Server
Cisco Unified Cisco Unified

Communications Communications
Manager 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.
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.
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
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
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
VXML GW
Agent
HT
SIP INVITE
TP
P ING
HT
TP
CA SIP
LL_ INV
NE ITE
W
UCCE
IVR Router
SIP
INV
ITE
ICM
SIP
SIP INVITE
CVP
CUBE or
Ingress GW
30
Questions
Q1. True or False

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
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
Components
CVP MEDIA SERVER
The Unified CVP VXML media server is an IIS server which hosts CVP VXML SERVER
all media wave files. Media Server TheCVP
Unified CVP VXML Server executes advanced IVR
VXML
applications by exchanging VoiceXML pages
CVP REPORTING SERVER Server
with the VoiceXML gateway's built-in voice browser.
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
HTTP
data from the IVR Service, the SIP Service (if used), and the
VXML CVP Reporting
Unified CVP VXML Server (VXML Server). The Reporting Server Server
depends on the Unified CVP Call Server (Call Server) to receive
call records.
VXML Gateway VRU
VXML GED-125 PG
CVP VXML GATEWAY
The VoiceXML Gateway hosts the Cisco IOS Voice Browser. This
component interprets VoiceXML
CVP or the
pages from either the Unified CVP Server IVR Service
Unified CVP VXML Server. Call Control
SIP CUCM
Server
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
CVP Ingress GATEWAY The Unified CVP Operations Console Server is a Windows 2008
The Cisco Ingress Voice Gateway is the point at which an server that provides an Operations Console for the browser-based
incoming call enters the Unified CVP system. administration and configuration for all Unified CVP product
It terminates TDM calls on one side and implements VoIP on the components, and it offers shortcuts into the administration and
other side. configuration interfaces of other Unified CVP solution components.
Configuration - CUCM
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
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.
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 2748.
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 8002. 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
• http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE 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. 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 11113333444, 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 http://translatorx.cisco.com
• 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
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
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 2.0. http://www.w3.org/TR/voicexml20/
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..
http://www.w3.org/TR/voicexml20/#dml1.4
• 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 3 rd 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="http://172.18.110.75/Welcome-1.wav" /> </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
172.18.110.75 (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: 172.18.110.75
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:  Router#sh http client cache
HTTP Client cached information
HTTP/1.1 200 OK
==============================
Cache-Control: max-age=86400 Maximum memory pool allowed for HTTP Client caching = 15000 K-bytes
Maximum file size allowed for caching = 500 K-bytes
Content-Length: 76152
Total memory used up for Cache = 79045 Bytes
Content-Type: audio/wav Message response timeout = 10 secs
Last-Modified: Thu, 03 May 2007 19:47:43 GMT Total cached entries =2

Total non-cached entries = 0
Accept-Ranges: bytes Cached entries
ETag: "b27d69eabb8dc71:51c" ==============
entry 114, 1 entries
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Connection: close
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char...)1057415645666D7420120007010401F00401F0010800066616374
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HTTP Client Cache – Useful commands
• Router#set http client cache stale  Router(configt)#service internal
Router(configt)#exit
Router#show http client cache
Router#clear http client cache
HTTP Client cached information % This command is an unreleased and unsupported
feature
==============================
...  Router# test http client get <HTTP url>
Example:
...
test http client get http://1.1.1.1/abc.wav
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Gateways Sizing Guidelines
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/10-
0/CCVP_BK_17742F76_00_1001-cvp-srnd/CCVP_BK_17742F76_00_1001-cvp-
srnd_chapter_0111.html#CCVP_RF_G510694F_00
Gateways IOS Version
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp10_0/refere
nce/guide/CCVP_BK_1ECCDBC7_00_1001-bom/CCVP_BK_1ECCDBC7_00_1001-
bom_chapter_00.html#CCVP_TP_CE8AB29D_00
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
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
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.
 Triggers allow for choice of policies.
 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
CUSP
ISR ISR
CUSP
CUCME / CUCM SIP Aggregation Cisco Unity PBX IP Media Gateway Integration
SP 1
CUSP
SIP SP
SP 2 1 CUSP
CUSP
ISR CUSP
SIP SP 2
SI
P-
SIP-SIP PSI
SI
P-
SI
P SI
P-
SIP-SIP SI
P SI
P-
SI
PSI
P-
SIP-SIP P SI
SI
SIP Interconnect Services
P-
SI
P SIP Trunk for Contact Center
HQ CUBE: SIP Trunk & load
balancing
CUSP Processing Model
Modify Modify
Route per pre-
header header
configured policies
fields fields
Normalization
Normalization
Incoming Outgoing
Request Request
Post-
Pre-
Routing
Select Select Select

Policy Policy 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
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
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 •• Issue
Issue “clear
“clear log”
log” after
after enabling
enabling debugs
debugs to
to
flush
flush the
the logging
logging buffer.
buffer.
logging buffered 10000000 debug
•• Use
Use “show debug” to
“show debug” to check
check debugs
debugs
service timestamps debug datetime msec enabled.
enabled.
•• After
After capturing
capturing failure,
failure, immediately
immediately issue
issue
service sequence-numbers “undebug all” to stop debugs.
“undebug all” to stop debugs.
•• Use
Use “show
“show log”
log” to
to display
display debug
debug msgs
msgs
voice iec syslog
captured.
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
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
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
Trace and Log Collection - CVP
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
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 41
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.com/, user: cvpuser, password: C1sc0123 -- CVPParserInstaller.exe
Log Analysis Tools
• Call Flow tool
Trace and Log Collection - CUCM
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
RTMT
TranslatorX
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
Solution: The length of max DNIS was changed on OAMP.

Changed it back to its original value, saved and deployed.
BreakFix 3
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.
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.
ICM
Functional Overview
ASR/TTS CVP Server
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP Proxy
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
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.
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.
ICM Components
Administration Server, Historical Peripheral

Data Server, and Detail Data AWDB Gateway (PG)
Server (AW-HDS-DDS) HDS
DDS
Visible Network
Router + Logger =
Router Logger
Central Controller
N
Carrier I
C
CCDB
Note: Pre-Routing only
Private Network
ICM Components - Central Controller
Router + Logger + NIC (Pre-Route only) = Central Controller
Visible Network
Router Logger
N
Carrier I
C
Note: Pre-Routing only
Private Network
ICM Components - Duplexed Central Controller
Visible Network Visible Network
Side A Side B
Logger Router Router Logger

N N
I Pre-Routing only I
C C
Carrier
Private Network Private Network
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 & Private

Historical Data Server (AW-HDS)
Central Controller Side A Central Controller Side B
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 Private

Data Server (AW-HDS)
ICM Components - Peripheral Gateway
Private Network
ACD/IVR
PG1A Duplexed PGs PG1B
Visible Network
To Central Controller
Questions
Q1. True or False

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 Components
Communications Among Peripheral Gateway Software Processes
IP Voice
ICM Central Controller TDM Voice
PG server CTI/Call Control Data
CCE Agent
PG 1 Desktops IP Phones
PG Agent
CTI OS server
CTI server Unified CM Cluster
UCM JTAPI JTAPI

PIM GW IP IVR 1
JTAPI
OPC GED-125
VRU 1 PIM
JTAPI
IP IVR 2
GED-125 PSTN
VRU 2 PIM
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 Router Router Logger
A A B B
Carrier
SAN Network
Administration Client Administration Client
Private Private
Questions
Q1. True or False

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
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
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
Finesse
• Browser-based (https://<server ip>
Finesse Agent Desk Top
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
14
142
Finesse Supervisor Desk Top
143
CTI Toolkit Sample Agent Desktop
Supervisor Tools:
Agent State Control Call Control
Assist Buttons 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 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]
PG Agent
Call Router
CC Agent
External
Application
App Gateway
Logger Node Manager
MDS
NMM
Duplexed Real-Time
Partner Server
DB Agent
RTR
Distributor AW
Router Process Definition
Process
Prefix Name Description
Central Controller Device Management Process (DMP) Agent -- Device Management
ccag CCAGENT
Protocol Agent that manages session layer communications with Cisco ICM nodes.
Central Controller Database Agent -- Communications process that validates access to the
dbag DBAGENT
central database.
Message Delivery Service -- Process that provides reliable message delivery between ICM
mds MDSPROC
processes.
nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node.
Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager
nmm NMM
process on each ICM node.
CallRouter -- Process receives call routing requests, determines call destinations, and collects
rtr ROUTER
information about the entire system.
Application Gateway -- Allows a routing script to pass data to an external application and
agi APPGW
receive data in return which can be used in routing decisions.
Real Time Server -- Process that takes real-time data retrieved from PG's and forwards it to the
rts RTSERVER
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]
Logger
Replication
CSFS
NMS Station
Config Logger
Historical Database
Server Node Manager
NMM
Historical
Logger
Router
Recovery
Logger
Logger Process Definition
Process
Configuration Database Logger -- Process that stores
clgr CONFIGLOGGER
configuration data in the central database.
Historical Database Logger -- Process that stores
hlgr HISTLOGGER
historical data in the central database.
Node Manager -- Process that manages, restarts, and initializes processes on each
nm NODEMAN
ICM node.
Node Manager Manager -- Process that manages, restarts, and initializes the Node
nmm NMM
Manager process on each ICM node.
Central Database Recovery -- Process that recovers central database historical
rcv RECOVERY
data.
Central Database Replication -- Process that uses a client / server mechanism to
rpl REPLICATION
replicate historical data from the Logger to the Historical Database Server (HDS).
Customer Support Forwarding Service – Receives, filters, and archives the
csfs CSFS
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
Process
Real Time Feed Client -- A Distributor AW process that receives real-time data from the
rtc RTCLIENT
Real-Time Distributor process.
Real Time Feed Distributor -- A Distributor AW process that distributes real-time data to
rtd RTDIST
client-only Admin Workstations.
Node Manager -- Process that manages, restarts, and initializes processes on each ICM
nm NODEMAN
node.
Node Manager Manager -- Process that manages, restarts, and initializes the Node
nmm NMM
Manager process on each ICM node.
Internet Script Editor Manager -- Process that manages the Internet Script Editor
ise ISEMAN
connections to the AW.
Central Database Replication -- Process that uses a client / server mechanism to
rpl REPLICATION
replicate historical data from the Logger to the Historical Database Server (HDS).
Configuration Database Logger -- Process that stores
clgr CONFIGLOGGER
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
MDS
Duplexed CTI server

Partner
M
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
CC Agent PG Agent
CV P M
VRU PIM
MDS
Duplexed VRU PIM CV P

Partner IP Phones
VRU PIM
CV P
Node Manager
PSTN
NMM
Voice Gateway
OPC
PG Process Definition
Process
Peripheral Gateway Device Management Process (DMP) Agent -- The Device Management
pgag PGAGENT
Protocol Agent that manages session layer communications between the PG and CallRouter.
Open Peripheral Controller -- Interface between the PIM and the CallRouter. Supplies the
opc OPC
CallRouter with uniform message sets from different PG types.
Message Delivery Service -- Process that provides reliable message delivery between ICM
mds MDSPROC
processes.
nm NODEMAN Node Manager -- Process that manages, restarts, and initializes processes on each ICM node.
Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager
nmm NMM
process on each ICM node.
pim1,
varies Peripheral Interface Manager -- The proprietary interface between a peripheral and the PG.
pim2
jgw1,
varies JTAPI Gateway -- PIM process that interfaces with CUCM CTI Manager via the JTAPI protocol.
jgw2
Computer Telephony Integration server -- A PG process that serves as an interface between
ctisvr CTILINK
ICM software and client CTI applications.
Simplex and Duplex Operation
Simplex mode is invoked when only one Central Controller Central Controller
instance of a component is available Side A Side B
Hot Standby (Duplex) Synchronized

One process defined as the primary and the Processes
other as the backup CC CC
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
PG1A Admin
PG1B Workstation /
HDS
Hot Standby
Questions
Q1. True or False

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
Functional Overview
ASR/TTS Cisco Unified
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
Functional Overview (Cont.)
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
CVP Server
Intelligence
Center
HTTP
MRCP Media Server
HTTP(S)/VXML
VXML Server
Reporting
HTTP(S)/VXML Server
IVR SS
VXML GED-125 SCI
Gateway SIP ICM SS
Media (RTP)
SIP SS Customer
DMP
Database
Ingress SIP SIP
Gateway
Call Server
SS=Subsystem JTAPI
SIP
SIP
PSTN
SCCP
Cisco
UCM
Questions
Q1. True or False

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
VRU Peripheral Cisco Unified ICM
Gateway Central Controller ICM Script
VXML Gateway Call Server
ASR
TTS
PSTN Cisco Unified

Communications
Manager Peripheral
Ingress Gateway
Cisco Unified Gateway
Communications
Manager
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.
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.
Questions
Q1. True or False

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.
Check PG Processes
From the Unified CCE

Tools Icon.
Select Diagnostic
Framework.
Questions
Q1. True or False

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 Ops
Ops Console
Console
the Offline view.
There are four possible
status messages that you
can see:
Up
Partial
Down
Not Reachable
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.
<10
<10 minutes
minutes RED
RED
10-30
10-30 minutes
minutes YELLOW
YELLOW
>30
>30 minutes:
minutes: No
No Color
Color
• Diagnostic Framework Looks Happy

now.
• Checking things out with some /cvp/diag
• ICM Script Editor Overview
ICM Script Editor Overview
ICM Script Editor Overview (Cont.)
• Large Icons with Text • Options => Preferences
• Right Click
anywhere
on toolbar
• 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
Customer Version
Script Name Version you are Edit or Browse Mode

working with 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
http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-h
ome.html
Cisco Unified Customer Voice Portal
http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.
html
Cisco Unified Communications Manager
http://
www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-sup
port-series-home.html
Cisco Unified Border Element
http://
www.cisco.com/c/en/us/support/unified-communications/unified-border-element/tsd-products-support-series-home.html
Thank you.

UCCE CrossTraining

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Training DFWCUG

• Configuration – Best Practice

• Trace and Log Collection

Unified Contact Center Enterprise

SIP Proxy Server

Cisco Unified Cisco Unified IP

You can store media files locally or on external media SI

New School method, with SIP Trunks to your PSTN provider.

Ingress/Egress Cisco Cisco Unified

Cisco Unified Cisco Unified

Cisco Agent Desktop Browser Edition

Pre-integrated CRM Desktops

Refer to Compatibility Matrix

Q1. True or False

Q2. Name four components of Unified Cisco Contact Center

• Comprehensive Call Flow – VXML Server App

• Blind Transfer – Warm Transfer – Conference

Q1. True or False

Q2. Describe the Comprehensive call flow

SIP CVP CALLSERVER

• Activate required CUCM services

CTI Service should be activated

 CCM – CallManager service. Telephony processing engine.

• http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE contains links to each

• Call Park is not supported on ACD and non-ACD lines.

• Media information is exchanged using methods outlined in RFC 3264.

This profile controls which Transport protocol is used.

• External or Internal call hits a CTI Route Point

• CUCM via CTI connection to PG informs ICM router of the call.

The application can control devices listed under

Select this Group

Select the Service on Which

• Grepwin is helpful in searching folders for strings, digits etc.

• Wireshark to look at network captures.

• 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

VXMLGateway aka Voice Response Unit (VRU)

• Ingress GW and VXML GW can coexist on the same IOS box.

• It is a W3C standard. Current version is 2.0. http://www.w3.org/TR/voicexml20/

Router(config-t)#vxml version 2.0

*Feb 4 03:24:54.371: //63//HTTPC:/httpc_write_stream: Client write buffer fd(0):

Last-Modified: Thu, 03 May 2007 19:47:43 GMT Total cached entries =2

CVP TCL and VXML Scripts

 Form Factors: SM-SRE in ISR or Virtual VM(vCUSP) on UCS.

 Not a SIP Registrar.

 Not intended as an outbound proxy for endpoints

Select Select Select

 Contact Center Deployments:

 Mid to lower end Contact Center deployments:

Q2. What does turning on CUSP “Lite Mode” do ?

Q3. True or False ?

debug voip ccapi inout

debug voip application script (for survivability TCL related issues)

debug voip rtp session named-event (for DTMF related issues)

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