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Configuration Guide for Cisco Unified Customer Voice Portal, Release
12.0(1)
First Published: 2019-01-11
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Preface
•Change History, on page iii
•About This Guide, on page iv
•Audience, on page iv
•Related Documents, on page iv
•Communications, Services, and Additional Information, on page v
•Documentation Feedback, on page v
Change History
This table lists changes made to this guide. Most recent changes appear at the top.
DateSeeChange
March 2021Unified CVP Call Flow ModelsAdded Call Flow for the Unified
CVP VXML Server
(Standalone) Call Flow Model
using Cisco VVB
March 2021Gateway ConfigurationAdded Example: Dial-Peer for
Standalone Call Flow Model
with Cisco VVB
December 2020Unified CVP SecurityAdded Secure JMX
Communication Between CVP
Components
April 2020Configurable HTTP Security HeadersUpdated steps for protocol
redirection from HTTP to HTTPS
in Tomcat Level Configuration
Unified CVP SecurityUpdated the Secure JMX
Communication between
OAMP and CallServer using
Mutual Authentication section
and added SecuringSystemCLI
section
Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)
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DateSeeChange
February 2020
Unified CVP SecurityAdded the Configuration
Changes for Ghostcat
Vulnerability section
January 2019Initial Release of Document for Release 12.0(1)
Secure JMX Communication between OAMP
and Call Server using Mutual Authentication
Added secure JMX
communication with mutual
authentication
Secure GED 125 Communication between Call
Server and ICM
Added secure GED
communication
Tomcat UpdateUpdated Tomcat version
Java Runtime Environment Minor UpdateUpdated JRE version
About This Guide
The Configuration Guide for Cisco Unified Customer Voice Portal provides the following information:
• Configuration of Cisco Unified Customer Voice Portal (CVP) components and additional solution
components involved in the Unified CVP call path.
• Configuration of high availability and single node for CVP components.
Audience
This guide is intended for managers, Unified CVP system managers, Cisco Unified Intelligent Contact
Management Enterprise (Unified ICME)/ Cisco Unified Intelligent Management Hosted (Unified ICMH)
system managers, VoIP technical experts, and IVR application developers, who are familiar with the following:
• Configuring Cisco Gateways
• Configuring Cisco Unified Communications Manager
• ICM Configuration Manager and ICM Script Editor tools for call center operations and management
Related Documents
•Compatibility Matrix for Unified CCE
•Feature Guide - Writing Scripts for Unified Customer Voice Portal
•Operations Guide for Cisco Unified Customer Voice Portal
Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)
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Preface
About This Guide
Communications, Services, and Additional Information
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• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
• To submit a service request, visit Cisco Support.
• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit
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• To obtain general networking, training, and certification titles, visit Cisco Press.
• To find warranty information for a specific product or product family, access Cisco Warranty Finder.
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Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system
that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides
you with detailed defect information about your products and software.
Documentation Feedback
Provide your comments about this document to: mailto:[email protected].
Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)
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Preface
Communications, Services, and Additional Information
Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.0(1)
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Preface
Documentation Feedback
CONTENTS
Preface iii
PREFACE
Change History iii
About This Guide iv
Audience iv
Related Documents iv
Communications, Services, and Additional Information v
Documentation Feedback v
Preconfiguration 1
CHAPTER 1
Prerequisites for Call Flow Model Configuration 1
Design Prerequisites 1
Preconfiguration Tasks 1
Network Information 2
Unified CVP Installation 3
Route Calls Through the Network to the VRU 4
Ethernet Switch/Server NIC, Gateways and Call Server Settings 4
Call Server and VXML Gateway in Different Subnets 5
Trunk Utilization and Reporting 5
DS0 Trunk Information 5
Trunk Utilization Routing and Reporting 6
Apply Contact Center Gateway Debug Settings 7
Network VRU Types 8
SIP Dialed Number Pattern Matching Algorithm 9
Additional Configuration Instructions 9
Order of Device Operations 10
Manage Devices 11
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Unified CVP Call Flow Models 13
CHAPTER 2
Common Tasks for Unified CVP Call Flow Models 13
Call Services for Call Flow Models 13
Standalone Call Flow Model 14
Configure VXML Server Standalone Call Flow Model 18
Enable Reporting for Standalone Call Flow Model 18
Enable ICM Lookup for Standalone Call Flow Model 19
Comprehensive Call Flow Model 20
Comprehensive Call Flow Model for ICME 21
Comprehensive Call Flow Model for ICMH 23
Set Up Comprehensive Call Flow Model Using SIP for ICME and ICMH 26
DNS Zone File Configuration for Comprehensive Call Flow Model 31
REFER Transfers 33
Comprehensive Call Flows for Pre-Routed Calls 34
Calls Arriving at ICME Through a Pre-Route-Only NIC 35
Calls Originated by Unified CM 36
Calls Originated by an ACD or Call Routing Interface 39
Call Director Call Flow Model 42
Call Director Call Flow Model for Unified ICME 43
Call Director Call Flow Model for Unified ICMH 44
Set Up Call Director Call Flow Model 45
Examples: Ingress Gateway Configuration 51
DNS Zone File Configuration for Call Director Call Flow Model 52
VRU-Only Call Flow Model with NIC Routing 54
Type 8 VRU-Only Call Flow Model for ICME 55
Type 8 VRU-Only Call Flow Model for ICMH 55
Set Up Type 8 VRU-Only Call Flow Model for ICME and ICMH 56
Type 7 VRU-Only Call Flow Model Network VRU for ICMH 61
Set Up Type 3 or 7 VRU-Only Call Flow Model Network VRU for ICMH 62
Set Up sendtooriginator Setting in the SIP Service of a Call Server 65
Operations Console 67
CHAPTER 3
Sign In to Operations Console 67
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Sign Out of Operations Console 68
Operations Console Menus and Options 69
System-Level Operation States 74
IP Address Modification 75
Call Server Configuration 77
CHAPTER 4
Configure Call Server 77
Call Server Settings 78
General Settings 78
ICM Service Settings 79
SIP Service Settings 82
Ring No Answer Settings with SIP 94
Valid Format for Dialed Numbers 94
IVR Service Settings 95
Device Pool 98
Add or Remove Device From Device Pool 98
Infrastructure Service Settings 99
License Thresholds 102
VXML Server Configuration 103
CHAPTER 5
Configure VXML Server (Standalone) 103
Configure VXML Server 104
Configure VXML Server (Standalone) with ICM Lookup Call Flow Model 105
Configure the Unified CVP VXML Server (Standalone) Call Flow Model (Without ICM Lookup)
107
Takeback and Transfer in VoiceXML Scripts 108
Configure Two B-Channel Transfer 109
Configure Hookflash Relay 110
Configure SIP REFER 111
VXML Server Settings 112
General Settings 112
Configuration Settings 114
Add VXML Server to Device Pool 115
Infrastructure Service Settings 115
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Enable Active and Standby VXML Server 118
Voice XML Service 119
VXML Server Reporting 119
Inclusive and Exclusive VXML Reporting Filters 120
VXML Inclusive and Exclusive Filter Rules 120
VXML Filter Wildcard Matching Examples 120
Configure Inclusive and Exclusive VXML Reporting Filters 121
Create Policy Based QoS 121
VXML Server with Unified ICME 121
Integrate VoiceXML Scripts with Unified ICME Scripts 121
Correlate Unified CVP and Unified ICME Logs with Unified CVP VXML Server Logs 123
Error Codes for VXML Server 123
IP Address Modification 124
Reporting Server Configuration 127
CHAPTER 6
Configure Reporting Server 127
Reporting Server Settings 128
General Settings 128
Reporting Properties Settings 129
Infrastructure Settings 130
IP Address Modification 132
Unified ICM Configuration 135
CHAPTER 7
Configure Unified ICM Server 135
ICM Server Settings 136
General Settings 136
Add Unified ICM to Device Pool 136
Configure ICM Settings for Standalone Call Flow Model 136
Configure ICM Settings for Comprehensive Call Flow Model for ICME and ICMH 138
Configure Common Unified ICMH for Unified CVP Switch Leg 142
ECC Payloads 143
Define Unified CVP ECC Variables 144
Define ECC Payloads 151
Metadata ECC Variable 151
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Common Configuration for Differentiating VRUs Based on Dialed Number 152
Configure ICM Settings for Call Director Call Flow Model 153
Configure ICM Settings for VRU-Only Call Flow Model: Type 8 155
Configure ICM Settings for VRU-Only Call Flow Model: Type 7 161
Pass Data to Unified ICME 164
Configure the Connections 164
Configure a Gateway for IP to TDM Calls 165
Configure a Cisco Multiservice IP-to-IP Gateway for Unified CM Connections 166
Configure SNMP Monitoring for the Unified CVP VXML Server 166
Unified Communications Manager Configuration 167
CHAPTER 8
Configure Unified Communications Manager Server 167
Unified CM Settings 168
General Settings 168
SIP Devices Configuration 171
CHAPTER 9
Set Up Ingress Gateway to Use Redundant Proxy Servers 171
Set Up Call Server with Redundant Proxy Servers 171
Local SRV File Configuration Example for SIP Messaging Redundancy 172
Load-Balancing SIP Calls 172
Cisco Unified SIP Proxy (CUSP) Configuration 172
Configure Custom Streaming Ringtones 175
Media Server Configuration 179
CHAPTER 10
Configure Media Server 179
Media Server Settings 180
General Settings 180
Microsoft Windows IIS Cache Expiration 181
Media File Names and Types 182
Location of Media Files 182
Media File Address 183
Locale Backward Compatibility 186
System Media Files 186
Miscellaneous Files 201
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System Media File Error Messages 203
Unified CVP Microapplication Configuration 204
Speech Server Configuration 207
CHAPTER 11
Configure Speech Server 207
Speech Server Settings 208
General Settings 208
Generate G729 Prompts for Unified CVP 208
Convert the Audio Files from G.711 to G.729 Format 209
Change the G.729 Compression Identifier in the File Header 209
Configuration 210
Gateway Configuration 211
CHAPTER 12
Configure Gateway 211
Gateway Settings 212
General Settings 212
Activate Gateway Configuration 213
Add Gateway to Device Pool 213
Configure Gateway Settings for Standalone Call Flow Model 213
Example: Gateway Settings for Standalone Call Flow Model 214
Example: Dial-Peer for Standalone Call Flow Model with VXML Gateway 216
Example: Dial-Peer for Standalone Call Flow Model with Cisco VVB 216
Configure Gateway Settings for Comprehensive Call Flow Model 217
Configure Gateway Settings for Call Director Call Flow Model 226
Configure Gateway Settings for VRU-Only Call Flow Model: Type 8 230
Configure Gateway Settings for VRU-Only: Type 7 232
Transfer Script and Media File to Gateway 235
VoiceXML Gateway 235
Configuration 236
Centralized VoiceXML Gateways 236
SIP VoiceXML Gateways 237
High-Availability Hardware Configuration on Voice Gateways 237
Distributed VoiceXML Gateways 237
SIP VoiceXML Gateways 238
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Cache Types 239
Configure Gateway Settings to modify Outgoing SIP Header 239
Cisco VVB Configuration 243
CHAPTER 13
Configure Cisco VVB on Unified CVP 243
Configure Cisco VVB Call Flow 245
Configure Cisco VVB Settings for Standalone Call Flow Model 246
Configure Cisco VVB Settings for Comprehensive Call Flow Model 247
Configure Cisco VVB Settings for VRU-Only Call Flow Model 249
Configure Error Application 251
Configure SIP Triggers 252
Add SIP Trigger 252
Configure SIP Properties 253
Configure SIP RAI 254
Configure Speech Servers 254
Prepare to Provision ASR/TTS 255
Provision ASR Servers 255
Provision TTS Servers 256
Configure Prompt Management 257
Manage Prompt Files 257
Local Audio Files Stored on VVB 258
Overriding Default Ringtone using CVP 258
Configure System Parameters 259
Manage System Parameters 259
IP Address and Hostname Management 262
IP Address Modification 262
Change IP Address using CLI Commands 262
Change IP Address using OS Administration interface 263
Hostname Modification 263
Change Hostname using CLI Commands 264
Change Hostname using OS Administration Interface 264
Configure Reporting and Monitoring Services 265
Real-Time Monitoring Tool 265
Real-Time Reporting 265
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Logging 266
Service Management 267
Cisco VVB Real-Time Reports 268
Available Cisco VVB Real-Time Reports 268
Open Real-Time Reports 268
Run Reports 269
View Detailed Subreports 269
Print Reports 270
Reset Report Statistics 270
Set Report Options 271
Set Report Appearance 271
Application Reporting User Interface 271
Report Menu 272
Tools Menu 277
Views Menu 278
Settings Menu 279
SIP Proxy Server Configuration 281
CHAPTER 14
Configure SIP Proxy Server 281
SIP Proxy Server Settings 281
General Settings 281
Add SIP Proxy Server to Device Pool 283
Configuration 284
Unified CM SME Configuration 285
CHAPTER 15
Enable Session Refresh 285
Enable Session Timer 285
Configure Media Inactivity Timer in Cisco IOS Gateway 286
Configure SIP Trunk from SME to Unified CM Leaf Cluster 286
Configure SIP Trunk from Unified CM Leaf Cluster to SME 286
System Configuration 287
CHAPTER 16
System Tab Options 287
Import System Configuration 288
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Export System Configuration 289
Location Configuration 290
Prerequisites for Location Configuration 293
Deploy Location Information 293
Add Location 293
SIP Server Group Configuration 294
Add SIP Server Groups 294
General Settings 295
Heartbeat Properties Settings 295
Deploy Call Server 299
Dialed Number Pattern Configuration 300
Add and Deploy Dialed Number Pattern 301
Web Services Configuration 303
Deploy Web Services 304
IOS Configuration 304
IOS Template Format 305
IOS Template Management 307
Add New Template 307
Delete Template 307
Edit Templates 308
Copy Templates 308
IOS Template Deployment 309
Preview and Deploy Template 309
Check Deployment Status 310
Roll Back Deployment 310
IOS Gateway Configuration 310
Courtesy Callback 312
Callback Criteria 312
Modifiable Example Scripts and Sample Audio Files 313
Courtesy Callback Configuration 314
Configure Courtesy Callback 314
Configure Ingress Gateway for Courtesy Callback 316
Configure VXML Gateway for Courtesy Callback 318
Configure Reporting Server for Courtesy Callback 319
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Configure Media Server for Courtesy Callback 321
Configure Call Studio Scripts for Courtesy Callback 322
CCE Script for Courtesy Callback 325
Overview of CCE Script Configuration for Courtesy Callback 327
Configure CCE Script for Courtesy Callback 328
Unified CVP Security 331
CHAPTER 17
Secure JMX Communication between CVP Components 331
Self-Signed Certificates 331
On Call Server or VXML Server or Reporting Server 331
On OAMP 333
CA-Signed Certificates 334
On OAMP 334
On Call Server/VXML Server/Reporting Server/WSM Server 335
Secure JMX Communication between OAMP and Call Server using Mutual Authentication 336
Generate CA-Signed Certificate for WSM Service in Call Server/VXML Server/Reporting
Server/WSM Server 337
Generate CA-Signed Client Certificate for WSM 339
Generate CA-Signed Client Certificate for OAMP (to be done on OAMP) 340
[Optional] Blocking JConsole Login to OAMP 341
Securing System CLI 342
Secure SIP Communication between Call Server and Cisco VVB 342
Self-Signed Certificates 343
On Call Server 343
On Cisco VVB 343
CA-Signed Certificate 344
On Call Server 344
On Cisco VVB 345
Secure HTTP Communication between VXML Server and Cisco VVB 346
Self-Signed Certificate 346
On VXML Server 346
On Cisco VVB 347
CA-Signed Certificate 347
On VXML Server 347
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On Cisco VVB 348
Secure HTTP Communication between OAMP Server and Cisco VVB 349
Secure Communication on CUCM 349
Self-Signed Certificate 350
CA-Signed Certificate 350
Secure Communication between Ingress Gateway and Call Server 351
Self-Signed Certificate 352
CA-Signed Certificate 354
Secure Communication on CUSP 357
Self-Signed Certificate 357
CA-Signed Certificate 357
Configurable HTTP Security Headers 360
Tomcat Level Configuration 360
Application Level Configuration 361
XSS Protection - Query Parameter Validation 362
Configuration for Ghostcat Vulnerability 362
OAMP 362
VXML Server 363
Unified ICME Warm Consult Transfer/Conference 365
CHAPTER 18
Configure Unified ICME Warm Consult Transfer/Conference to Unified CVP 365
Minimal Component Version Requirement 367
Warm Transfer with SIP Calls 367
Set Up Unified ICME Warm Consult Transfer 368
Transfer and Queue Calls with Unified CVP 371
CHAPTER 19
IVRs From Perspective of Unified ICME 371
Call Transfer Using Unified CVP in Comprehensive Mode 372
Call Transfer Using SIP Service 372
Example: Transfer Call to a Label 372
Example: Queue and Transfer Call to a Skill Group 374
Example: Network Transfer Script 377
Call Transfer From Agent to Agent 377
Configure Network Transfer From IP Phone 378
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Configure Network Transfer From CTI OS Agent Desktop 378
Example of IP Transfer 378
CLI Field on Outgoing Transfers 379
Configure CLI Override 379
Unified CCE Reroute on No Answer Configuration for Unified CVP 380
Reroute on No Answer Operation for Unified CCE with Unified IP IVR 380
Reroute on No Answer Operation with Unified CVP 380
Reroute on No Answer Agent Desk Settings Configuration 381
Router Requery Configuration 381
Reroute Configuration on No Answer for Unified CM with Unified CVP 384
Limitations 384
Call Survivability 384
Install Call Survivability Script 385
Configure the Gateway for Call Survivability 387
Examples of Call Survivability 390
Enhanced Location Call Admission Control 392
ELCAC Topic Definitions 392
ELCAC Queue-at-the-Edge Configuration 392
Locations-Based Call Admission Control Configuration 396
Unified CM Service Configuration Settings 396
Unified CVP Bandwidth Utilization 396
VoiceXML Documents 397
Prompt Retrieval 397
Gateway Prompt Caching Considerations 398
Configure Caching on the Gateway 398
Determine Gateway Caching 398
UUI as Correlation ID 399
How It Works 399
Debugging Tips 399
Debug Trace Settings for the Gateway 399
GTD Values in the Gateway Log 399
External Transfers in Unified ICME 400
Unified ICM Script Label for Outpulse Transfer 400
Unified ICME Script Label for Two B-Channel Transfer 401
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Unified ICME Script Label for Hookflash Transfer 401
Multicast Music on Hold (MMoH) 401
Multicast MOH Usage Guidelines 402
Mixed G.729 and G.711 Codec Support 402
Post Call Survey for SIP 403
Configure Call Server for Post Call Survey 403
Configure ICM for Post Call Survey 404
Configure High Availability for Unified CVP 407
CHAPTER 20
Server Groups 407
Configure Server Groups 407
Server Groups Diagnostics 408
Redundancy and Failover for Unified CVP 409
Redundancy for VXML Server Applications 409
Redundancy for Micro-App-Based Applications 409
IVR Service Failover Mechanism 410
ASR and TTS Server Location Setup 411
Specify an ASR and TTS Server Location Globally on the Gateway 411
Specify an ASR and TTS Server Location with an Individual VoiceXML Document 412
com.cisco.tts-server 413
com.cisco.asr-server 413
Set Up the VoiceXML Document Properties 414
Example Gateway Configuration for MRCPv2 with Failover 414
Unified CVP Call Servers 415
Unified CVP VXML Servers 415
IPv6 Configuration 419
CHAPTER 21
Configure IPv6 on Unified CVP Call Server 419
Configure IPv6 on Unified Communications Manager 419
Enable IPv6 in Unified Communications Manager 419
Cluster-Wide Configuration in Unified CM Administration 420
Add a Common Device Configuration Profile in Unified Communications Manager 420
Associate the Common Device Configuration Profile with Gateway Trunk 421
Associate the Common Device Configuration Profile with an IPv4 or IPv6 Phone 421
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Configure SIP trunk from Unified Communications Manager to Unified CVP 422
Add a SIP Profile in Unified CM 422
Associate the Dual Stack Common Device Configuration Profile with SIP Trunk 422
Gateway Configuration 423
Configure an Interface to Support IPv6 Protocol Stack 423
Enable ANAT in Ingress Gateway 423
Enable Dual Stack in the Ingress Gateway 423
Transcoder Configuration in Unified CM and IOS Gateway 424
Configure the CVP Call Server Dial Peers in Ingress Gateway 424
Network-based Recording Configuration 425
CHAPTER 22
CUCM Configuration 425
Create a Recording Profile 425
Configure the SIP Trunk from CUCM to Recording Server 426
Creating a Recorder Route Group 426
Add a Route Group to a Route List 427
Create a Route Pattern Based on the DN for the Recorder 427
Configure the Device Phone for Recording 427
Enable the Device Phone for Recording 428
Configure the Ingress Gateway for Recording 428
Configure the Outgoing Trunk from CVP to CUCM 429
Gateway Setup for Network-based Recording 430
Java Runtime Environment Minor Update 431
CHAPTER 23
Java Runtime Environment Minor Update 431
Tomcat Update 433
CHAPTER 24
Tomcat Update 433
Running Tomcat Service without Administrator Privileges 435
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