Cisco Unified Customer Voice Portal 12.0(1) Configuration Guide

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 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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Contents

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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Contents

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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Contents

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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Contents

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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