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Reporting Guide for Cisco Unified Customer Voice PortalRelease 4.1(1)

Updated: December 2008

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Table of Contents

Preface ...........................................................................................................................................................1Purpose .....................................................................................................................................................1Audience ....................................................................................................................................................1Organization ..............................................................................................................................................1Related Documentation .............................................................................................................................2Conventions................................................................................................................................................3Obtaining Documentation, Obtaining Support, and Security Guidelines....................................................4

1. Introduction to the Reporting Server...........................................................................................................5Overview.....................................................................................................................................................5How the Reporting Server Functions.........................................................................................................5

2. Managing the Database..............................................................................................................................9Data Retention.........................................................................................................................................10

Data Categories.......................................................................................................................................12Database Backup.....................................................................................................................................12Retries: Backup and Purge.......................................................................................................................13Database Recovery..................................................................................................................................14

How to Perform a Complete Database Restore...................................................................................14Database Users........................................................................................................................................15

Instance Owner....................................................................................................................................15Database Administrator.......................................................................................................................15Application User...................................................................................................................................15Reporting User....................................................................................................................................15

Failure and Restoration............................................................................................................................16

3. Configuring the Reporting Server.............................................................................................................17Adding a Reporting Server to the Operations Console............................................................................17

Adding a Reporting Server..................................................................................................................18Viewing Device State...........................................................................................................................22

Editing a Reporting Server in the Operations Console.............................................................................22Editing a Reporting Server..................................................................................................................22Guidelines for Choosing Secure Passwords........................................................................................32Uploading a Log Messages XML File..................................................................................................33Downloading a Log Messages XML File.............................................................................................34Editing the Log Messages XML File....................................................................................................35Unified CVP Event Severity Levels......................................................................................................35

Applying a License to a Reporting Server Using the Operations Console...............................................36Applying a License to a Reporting Server...........................................................................................36

Deleting a Reporting Server From the Operations Console.....................................................................37Deleting a Reporting Server................................................................................................................37

Viewing Reporting Statistics.....................................................................................................................38Reporting Server Statistics..................................................................................................................38

Finding a Reporting Server in the Operations Console............................................................................40Finding a Reporting Server..................................................................................................................40

Adding and Removing a Device from a Device Pool................................................................................41Adding or Removing a Device From a Device Pool.............................................................................41

4. Configuring the VXML Server for Reporting..............................................................................................43

Reporting Guide for Cisco Unified Customer Voice Portal Release 4.1(1)

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Adding a VXML Server to the Operations Console..................................................................................43Adding a VXML Server........................................................................................................................43

Editing a VXML Server in the Operations Console...................................................................................45Editing a VXML Server.........................................................................................................................45VXML Server General Properties........................................................................................................46VXML Server Configuration Properties...............................................................................................47Inclusive and Exclusive VoiceXML Filters for Reporting......................................................................48

Transferring a File to Multiple Devices......................................................................................................50Procedure............................................................................................................................................51Procedure............................................................................................................................................51

5. Introduction to the Database Schema.......................................................................................................53About the Database Schema....................................................................................................................53Entity-Relationship Diagram.....................................................................................................................54Table Definitions.......................................................................................................................................54

ActionTypeRef Table............................................................................................................................55Call Table.............................................................................................................................................55CallEvent Table....................................................................................................................................57CallICMInfo Table.................................................................................................................................57CauseRef Table...................................................................................................................................58CVPDataRetention Table.....................................................................................................................60CVPDateTrap Table..............................................................................................................................61CVPDBSpaceUsed Table....................................................................................................................61CVPDBVersion Table...........................................................................................................................61CVPLog Table......................................................................................................................................62CVPPartitionInfo Table.........................................................................................................................62CVPPartitionParameters Table............................................................................................................62CVPPurgeList Table.............................................................................................................................63ElementTypeRef Table.........................................................................................................................63EventTypeRef Table.............................................................................................................................64OutgoingECCVariable Table................................................................................................................65ResultRef Table....................................................................................................................................65SubSystemTypeRef Table....................................................................................................................66UserInputModeRef Table.....................................................................................................................66VarDataTypeRef Table.........................................................................................................................67VoiceActionTypeRef Table....................................................................................................................67VXMLCustomContent Table.................................................................................................................68VXMLElement Table............................................................................................................................68VXMLElementDetail Table...................................................................................................................69VXMLElementFlag Table.....................................................................................................................70VXMLError Table..................................................................................................................................71VXMLHotEvent Table...........................................................................................................................71VXMLHotLink Table.............................................................................................................................72VXMLSession Table.............................................................................................................................72VXMLSessionVariable Table................................................................................................................73VXMLVoiceInteractDetail Table............................................................................................................74

6. Reporting Against the Database...............................................................................................................75Using the Cisco-Provided Sample Report Templates...............................................................................75

Unified CVP Call Summary Report......................................................................................................76Unified CVP Application Summary Report..........................................................................................77Unified CVP VXML Element By Call Report........................................................................................77


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Unified CVP and Unified ICME Report................................................................................................77Running Crystal Reports Templates....................................................................................................78

7. Reporting Best Practices..........................................................................................................................81CPU Intensive Reports.............................................................................................................................81Filtering Data to be Stored in the Database.............................................................................................82ECC Variable Security..............................................................................................................................82Writing Efficient SQL when Creating Reports..........................................................................................83Database Sizing Issues............................................................................................................................83Database Backup and Recovery..............................................................................................................84Only Use Reporting Users when Querying the Database........................................................................84Informix, Operating System Time, and Local Time...................................................................................84Assuring Accurate Time Stamps for Reporting and Logging....................................................................84Passwords................................................................................................................................................84Joining Data with an ICM HDS Database.................................................................................................85Joining Unified CVP and SQL Server Data..............................................................................................85Reporting Isolation Level..........................................................................................................................85Database Retention Settings....................................................................................................................85Purge and Backup Database Maintenance Tasks....................................................................................85Zero Duration Calls and Writing Reports..................................................................................................86

Index .............................................................................................................................................................87


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List of Figures

Figure 1: CVP Architecture...............................................................................................................................................6

Figure 2: Call Flow..........................................................................................................................................................54

Figure 3: ER Diagram......................................................................................................................................................54


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Preface

Purpose

This document provides information to help you configure and manage the Reporting Server.

Audience

This guide is intended for Call Center managers, Unified Customer Voice Portal (CVP) systemmanagers, Cisco Unified Intelligent Contact Management Enterprise (ICME) and Cisco NetworkApplication Manager (NAM) system managers, VoIP technical experts, and IVR applicationdevelopers. Readers of this guide should already have a general understanding of Unified CVPsoftware. Readers should be familiar with general Unified CVP installation and setup procedures.

Organization

This guide is divided into the following chapters:

DescriptionChapter

Provides an introductory discussion of the Reporting Server.Chapter 1, "Introduction to the Reporting Server" (page 5)

Discusses concepts to be kept in mind while managing thedatabase.

Chapter 2, "Managing the Database" (page 9)

Discusses how to configure the Reporting Server using theOperations Console.

Chapter 3, "Configuring the Reporting Server" (page 17)

Discusses how to configure the VXML Server using theOperations Console.

Chapter 4, "Configuring the VXML Server for Reporting"(page 43)


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DescriptionChapter

Provides information about the database schema.Chapter 5, "Introduction to the Database Schema" (page53)

Discusses generating reports.Chapter 6, "Reporting Against the Database" (page 75)

Provides a list of best practices.Chapter 7, "Reporting Best Practices" (page 81)

Related Documentation

Unified CVP provides the following documentation:

• Cisco Security Agent Installation/Deployment for Cisco Unified Customer Voice Portalprovides installation instructions and information about Cisco Security Agent for the UnifiedCVP deployment. We strongly urge you to read this document in its entirety.

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal describeshow to set up, run, and administer the Cisco Unified CVP product, including associatedconfiguration.

• Element Specifications for Cisco Unified Call Services, Universal Edition and Unified CallStudio describes the settings, element data, exit states, and configuration options for Elements.

• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how toinstall Unified CVP software, perform initial configuration, and upgrade.

• Operations Console Online Help for Cisco Unified Customer Voice Portal describes howto use the Operations Console to configure Unified CVP solution components.

• Planning Guide for Cisco Unified Customer Voice Portal provides a product overview anddescribes how to plan for a Unified CVP deployment.

• Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used ina Unified CVP deployment.

• Programming Guide for Cisco Unified Call Services, Universal Edition and Unified CallStudio describes how to build components that run on the Cisco Unified CVP VXML Server.

• Say It Smart Specifications for Cisco Unified Call Services, Universal Edition and CiscoUnified Call Studio describes in detail the functionality and configuration options for all SayIt Smart plugins included with the software.

• Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolateand solve problems in the Unified CVP solution.

• User Guide for Cisco Unified Call Services, Universal Edition and Cisco Unified Call Studiodescribes the functionality of Call Studio including creating projects, using the Call Studioenvironment, and deploying applications to the Cisco Unified CVP VXML Server.


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Preface

Related Documentation

For additional information about Unified ICME, see the Cisco web site (http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html) listingUnified ICME documentation.

Conventions

This manual uses the following conventions:

DescriptionConvention

Boldface font is used to indicate commands,such as user entries, keys, buttons, and folderand submenu names. For example:

boldface font

• Choose Edit > Find.

• Click Finish.

Italic font is used to indicate the following:italic font

• To introduce a new term. Example: A skillgroup is a collection of agents who sharesimilar skills.

• For emphasis. Example: Do not use thenumerical naming convention.

• A syntax value that the user must replace.Example: IF (condition, true-value,false-value)

• A book title. Example: See the Cisco CRSInstallation Guide.

Window font, such as Courier, is used for thefollowing:

window font

• Text as it appears in code or that the windowdisplays. Example: <html><title>CiscoSystems,Inc. </title></html>

Angle brackets are used to indicate thefollowing:

< >

• For arguments where the context does notallow italic, such as ASCII output.

• A character string that the user enters butthat does not appear on the window such asa password.


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Preface

Conventions

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentationfeedback, security guidelines, and also recommended aliases and general Cisco documents, seethe monthly What's New in Cisco Product Documentation, which also lists all new and revisedCisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html


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Preface

Obtaining Documentation, Obtaining Support, and Security Guidelines

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Introduction to the Reporting ServerThis section contains the following topics:

• Overview, page 5• How the Reporting Server Functions, page 5

Overview

The Reporting Server houses the Reporting Service, and hosts an IBM Informix Dynamic Server(IDS) database management system.

The Reporting Service provides historical reporting to a distributed self-service deployment ina call center environment. The system is used to assist call center managers with call activitysummary information to manage daily operations. It can also provide operational detail data forvarious IVR applications.

The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used),and the VXML Server. As stated, it is deployed together with an Informix database managementsystem, and it transforms and writes this reporting data into that database. The database schemais prescribed by the Unified Customer Voice Portal (CVP) product, but the schema is fullypublished so that customers may develop custom reports based on it.

The Reporting Service does not itself perform database administrative and maintenance activitiessuch as backups or purges. However, Unified CVP provides access to such maintenance tasksthrough the Operations Console.

How the Reporting Server Functions

The diagram below shows the Unified CVP architecture.


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Chapter 1

Figure 1: CVP Architecture

Note:

• The Reporting Service and the Database are separated merely for functional clarity. Togetherthey comprise the Reporting Server.

• The connection of the Operations Console to the Call Server, through an OAMP ResourceManager (ORM) is simply indicative. An ORM is co-located with each managed UnifiedCVP component, and the Operations Console is connected to each component. The ORM isinvisible to the end-user.

A Call Server is a physical machine on which resides, for example, the IVR Service, the SIPService, and the ICM Service. The Call Server uses a central messaging bus to allow each serviceto communicate. The Reporting Service connects to the message bus either through an in-processplug-in or an out-of-process plug-in depending on whether the Reporting Service resides in thesame JVM with the message bus system. It listens to all the messages passing through themessage bus and captures call-state change messages sent from SIP or IVR services or reportingmessages from a VXML Server.

The Reporting Service then parses those messages and converts them into batches of appropriateSQL statements and executes them into a SQL database using the Java Database Connectivity(JDBC) API. The Reporting Service can also receive and process Unified CVP admin messagesto perform Unified CVP system administrative tasks, such as turning on or off debugging,querying statistics, and so forth. As the diagram shows, the Reporting Service can be shared bymultiple Call Servers that belong to the same Unified CVP deployment.

Note: There only needs to be one Reporting Server in a deployment. During temporary databaseoutages, messages are buffered to file and inserted into the database when the database comesback on-line. The amount of time that messages can be buffered depends on the systemthroughput.

If more than one Reporting Server is used, be aware that:

• Each Call Server and each VXML Server can be associated with only one Reporting Server

• Reports cannot span multiple Informix databases


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Chapter 1: - Introduction to the Reporting Server


A third-party reporting engine, such as Crystal Reports, can be used to generate various reportsagainst the predefined Unified CVP database schema. Unified CVP provides a few sampleCrystal report templates to demonstrate how to use Unified CVP data stored in Unified CVPdatabase tables. See Chapter 6, "Reporting Against the Database" (page 75) for a descriptionof the templates.


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Chapter 1: Introduction to the Reporting Server



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Chapter 1: - Introduction to the Reporting Server


Managing the DatabaseThe Reporting Service does not itself perform database administrative and maintenance activitiessuch as backups or purges. However, Unified CVP provides access to such maintenance tasksthrough the Operations Console.

Caution: The management of database and reporting users must be done using theOperations Console. This ensures that all dependencies are synchronized. The changingof passwords outside of this tool could result in the Reporting Server not being able toconnect to the database.

These same conditions will arise if passwords expire. If you implement a passwordexpiration policy, then ensure that you remember to use the Operations Console to changethe Informix, Database Administrator, and Database Users (see "Database Users" (page15)) passwords before the passwords expire to avoid the possibility of data loss and/ordowntime.

It will be useful to familiarize yourself with the database management concepts discussed inthis chapter.

Note: The following maintenance tasks are supported by Unified CVP: database backups anddata purges. Database backup and purge cannot run at the same time. Purge should be scheduledat least 3 hours before a backup. These jobs, as well as on-demand backup, should be run atlow call and reporting volume times. From the perspective of Unified CVP, database backupsare optional, data purges are mandatory. However, from the perspective of the user, databasebackups should not be considered optional. See the discussion below.

The database backup and purge maintenance tasks are created as Windows Scheduled Tasks,and can be viewed in the Scheduled Tasks window (Start > Programs > Accessories > SystemTools > Scheduled Tasks). Periodically, you should check the Scheduled Tasks to ensure theLast Run Time was as expected and there are no status messages.

This section contains the following topics:

• Data Retention, page 10


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Chapter 2

• Data Categories, page 12• Database Backup, page 12• Retries: Backup and Purge, page 13• Database Recovery, page 14• Database Users, page 15• Failure and Restoration, page 16

Data Retention

Via the Operations Console, users are able to select the time of day to run database purge, andto set the number of days of data to be retained by data category. During schema creation, defaultdata retention values are specified for each data category. Note that a high level category, suchas Call, cannot have a lower retention time than a dependent category, such as Call Event.

Note: When you schedule a purge from the Operations Console, two Windows jobs are scheduledon the Reporting Server. The time that you choose is used to schedule what is referred to as the"Nightly purge" job. The other job is referred to as the "Midday purge" and is automaticallyscheduled 12 hours from the Nightly purge. So, for example, if you schedule a purge at 2 A.M.,then the Nightly purge is run at 2 A.M. and the Midday purge at 2 P.M.

• The Nightly purge performs a purge if necessary (as required by a data retention value, orfor an emergency purge—see below), in addition to other tasks like updating the databasestatistics. If a purge is performed, the statistics are updated after the purge. In addition, onSundays, the Nightly purge also copies the Informix log file to a backup directory, creates anew log file and deletes the old. The Nightly purge should be scheduled at a time of low calland reporting volume.

• The Midday purge only performs a purge, and only if necessary. Even if a purge occurs, thisprocess is not system intensive in the same way that the Nightly purge is.

• During a purge, reporting users may be disconnected from the database, if they are holdinglocks that contend with purge. Notify reporting users not to run reports at this time.

If the number of days of data that you chose to retain cannot be contained within the database,then the database will 'emergency' purge old data to create space for new data. Emergency purgeis, therefore, a critical safety mechanism for Unified CVP. If used space has grown past thesystem's high water mark, the user will be notified by an SNMP trap message and data will bepurged. The SNMP notification will alert the user to the loss of data and request that they shrinktheir 'retention days' data settings. Users should reduce the number of actual days of data retaineduntil emergency purge is no longer required. Additionally, users can reduce the data generatedby means of data filters (for VXML Server application detail data filtering, see Chapter 4,"Configuring the VXML Server for Reporting" (page 43)).

During a database purge operation, the Reporting Server disconnects from the database (thoughfor no more than 10 minutes) and starts buffering messages in memory until the purge is done.The same memory limitations as described in the section "Failure and Restoration" (page 16)apply.


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Chapter 2: - Managing the Database

Data Retention

This page is intentionally left blank.


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Chapter 2: Managing the Database

Data Categories

The following data categories exist for Unified CVP. Note that a high level category, such asCall, cannot have a lower retention time than a dependent category, such as CallEvent. For eachcategory, the default data retention times, in days, is given within parentheses.

level 1: Call (30)

level 2: -Call Event (30)

level 2: -VoiceXML Session (30)

level 3: --VoiceXML Element (15)

level 4: ---VoiceXML ECC Variable (15)

level 4: ---VoiceXML Interact Detail (15)

level 4: ---VoiceXML Session Variable (15)

level 4: ---VoiceXML Element Detail (15)

Database Backup

Unified CVP allows users to turn the scheduling of data backups on or off, as well as to runbackups on-demand. Backups are made to the Reporting Servers' local file system. By default,scheduled backups are turned off.

Caution: Unified CVP backup scheduling is an optional feature. Backup is the responsibilityof the user. Data loss may occur if the backing up of files is not managed appropriatelyby the user.

If Unified CVP backup scheduling is turned on, the backup frequency is once per day. Backupsshould be scheduled to run no sooner than 3 hours after the scheduled purge job.

Additionally, users can run a backup on demand—as long as another backup, or a purge, is notalready running. All database backups are performed and stored on the local machine. Due tospace limitations, a maximum of two backups and a minimum of one backup will be availableat any time on the local machine. Having two files is critical. If the system was to fail whilewriting a backup, and the failure was such that a restore is necessary, the older backup file wouldbe required for restore.

It is a best practice to:

• Keep a given backup for at least two weeks

• Check the integrity of the backup periodically


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Data Categories

Unified CVP uses the Informix backup utility ontape (for both backup and restore).

Unified CVP names backup files as follows. When a new backup launches—either scheduled,or on demand from the Operations Console—the new file is named cvp_backup_data. TheUnified CVP backup script has been written to first copy the last backup file cvp_backup_datato cvp_backup_data.old. This always leaves two backup files on the local system and makes iteasy for Unified CVP administrators to script copy jobs to move the files. The backup scriptensures that two backups cannot be launched at the same time.

Note: The backup script also ensures that a backup cannot be launched if a purge is underway,and vice versa.

Storing a backup on the local machine does not protect against failure of that machine or lossof a site. Cisco strongly recommends that customers manually or automatically create a job tocopy the cvp_backup_data.old file to a separate machine, preferably at a separate location.Again, the user is responsible for managing backup data.

Note: Only the cvp_backup_data.old file can be copied. The cvp_backup_data file can notbe copied. Attempting to copy the cvp_backup_data file will lock the file and prevent anotherbackup from running.

For information on configuring backups, see Chapter 3, "Configuring the Reporting Server"(page 17).

Retries: Backup and Purge

Occasionally, a backup or purge cannot run when scheduled. For example, if an on-demandbackup is running when a purge is scheduled to run, the purge will be prevented from running.

Retries of scheduled backups or purges are performed according to the following rules.

Note: There are no retries for an on-demand backup.

• A scheduled backup retries every 10 minutes, for up to 4 hours.

• A purge retries every 10 minutes, for up to 6 hours.

• At the end of 4 hours (for a backup) or 6 hours (for a purge), if the operation has not succeeded,retries stop and an SNMP alert is sent.

• If both a backup and a purge are retrying simultaneously, there is no guarantee as to whichoperation will run first.

• If a lock (the mechanism preventing a backup or purge from running) is over 12 hours old,the system clears it.


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Retries: Backup and Purge

Database Recovery

Unified CVP database recovery returns the database to the state of the most recent completebackup. For example, if the user schedules a backup at 01:00 and restores the database at 23:00,the same day, the restored database is in the state it was in at 01:00.

Even though the Reporting Server can operate in partial mode, if the database is offline, Ciscorecommends stopping the Reporting Server during a database restore to ensure the database isable to control all system resources to minimize the time it takes to complete the database restore.

Note: Data loss will occur if the Reporting Server is turned off and the message bus exceedsits temporary persistence capabilities.

Caution: Prior to and following a database restore, the following steps must be performed:

1. Before the restore, disable scheduled tasks (backup, purge).

2. After the restore, re-enable scheduled tasks.

How to Perform a Complete Database Restore

The following task effects a complete restore of the full database if performed on the originaldatabase server. It assumes that the backup was performed through Unified CVP.

Step 1 Go to Windows Services and stop the Informix IDS Service

Step 2 At the command line type: ontape –r

Step 3 Answer the prompts with the following answers:

a. Continue Restore? y

b. Do you want to back up the logs? n

c. Restore a level 1 archive? n

d. Do you want to restore log tapes? n

Step 4 After the program terminates, wait at least 5 minutes. At the command prompt, check the statusof Informix by typing : onstat -

a. If it returns 'IBM Informix Dynamic Server Version 10.00.xxx-- Fast Recovery…' thenwait another 5 minutes and recheck the status by typing: onstat -(10.00.xxx where xxx isthe database subversion number).


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Database Recovery

b. If it returns 'IBM Informix Dynamic Server Version 10.00.xxx -- Quiescent…', changethe database to multiuser mode by typing: onmode -m then wait 2 minutes, and recheckthe status by typing: onstat –

c. If it returns 'IBM Informix Dynamic Server Version 10.00.xxx -- On-Line', the databaseis ready to support the Unified CVP application

Database Users

Unified CVP defines four categories of database users. The four categories are instance owner(informix), database administrator, application user, and reporting user.

Instance Owner

During the Unified CVP installation, a user named informix is created. This user owns theInformix instance and can run the IDS service. This account should never be used to access theUnified CVP database.

Database Administrator

The cvp_dbadmin user will create, update, and own the database. This account should not beused to run the database or to run reports against the system.

The cvp_dbadmin user can create and delete reporting users and perform database administrativeactivities, such as purge and backup.

Application User

The Unified CVP JDBC uses cvp_dbuser to access the Informix database. This user has therights to connect, insert, update, and delete records in the Unified CVP database. If this user'spassword expires, then data insertion and purge will fail. This could result in data loss.

Reporting User

Reporting users are created and deleted by a database administrator using the Operations Console.Multiple reporting users are allowed. Reporting users have read-only access to the Unified CVPdatabase.

Only reporting users should be allowed to generate reports. As stated previously, reporting usershave read-only database access; therefore, they cannot accidentally modify the database schemaor database data.


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Database Users

Failure and Restoration

• If the Reporting Server fails, messages destined for the Reporting Server are buffered by theCall Server, in memory, up to 200,000 messages. After that limit is reached, all new messagesare dropped.

• If the database connection fails, the Reporting Server sends out an SNMP alert and startspersisting messages to a file, up to a user specified limit. During this time the ReportingServer stays In Service. When 75% of the specified limit is reached, a warning is written tothe log file. Once 100% of the limit is reached, an SNMP alert is sent out and the ReportingServer goes into Partial Service—any new messages may be dropped.

When the database connection comes back up, the Reporting Server goes into recovery modeand changes its state to Partial Service if it is not in that state already. It then starts readingmessages from the file and committing them to the database. Depending on the size of thefile, it may take a long time (sometimes hours) to commit all of the data to the database. Anynew messages that come in during recovery will be buffered in memory. There is, however,a limit to the number of messages that the Reporting Server can buffer. This is true regardlessof the mode or state it is in. When the number of buffered messages reaches 100,000, anSNMP alert is sent out to warn the user. At 200,000 another SNMP alert is sent out and allnew messages' detail information is dropped—keeping only basic data like call, call event,and session information. Also at 200,000, the Reporting Server changes its state to PartialService, if it is not already in that state. After the total number of buffered messages reaches300,000, another SNMP alert is sent out and all new messages are dropped from that pointforward.

When the number of messages in memory drops back below 50,000, an SNMP alert is sentout stating that the queue size is back to normal, and the Reporting Server’s state goes backto In Service.

• If, on startup, a persistent file exists, the Reporting Server stays in Partial Service and goesinto recovery mode as described above.

• During a database purge operation, the Reporting Server disconnects from the database andstarts buffering messages in memory until the purge is done. The same memory limitationsas described above apply in this case as well.

Caution: When the Reporting Server is in Partial Service, there are no guarantees thatnew messages will be kept and committed to the database. They will be buffered in memoryfor as much as possible, but at some point they may be dropped either partially or fully.


16


Failure and Restoration

Configuring the Reporting ServerYou can configure and manage the Reporting Server using the Unified CVP Operations Console,a web-based interface from which you can configure the Unified CVP components in the UnifiedCVP solution. From the Device Management menu, Reporting Server option, you can configureone or more Reporting Servers.

Reporting provides historical reporting to a distributed self-service deployment in a call center.The Reporting Server receives reporting data from one or more Call Servers and VXML servers,and stores that data in an Informix database. Call data is stored in a relational database, on whichyou can write custom reports. Administrators can use the Operations Console to schedule datapurge and database backups. Multiple Call Servers can send data to a single Reporting Server.

You can use third-party reporting tools, such as, Crystal Reports to generate and view reportson call data. Unified CVP provides four sample Crystal report templates. One of the includedtemplates provides an example of joining Unified CVP and Unified ICME.


• Adding a Reporting Server to the Operations Console, page 17• Editing a Reporting Server in the Operations Console, page 22• Applying a License to a Reporting Server Using the Operations Console, page 36• Deleting a Reporting Server From the Operations Console, page 37• Viewing Reporting Statistics, page 38• Finding a Reporting Server in the Operations Console, page 40• Adding and Removing a Device from a Device Pool, page 41

Adding a Reporting Server to the Operations Console

Adding a Reporting Server to the Operations Console adds its configuration to the OperationsConsole database and adds it to the list of Reporting Servers in the Control Panel. When youadd a Reporting Server, you must associate it with one or more Call Servers. Call data for all


17

Chapter 3

SIP, H.323, and VoiceXML calls handled by the Call Servers is stored in the Reporting Database.You can also add the server to one or more logical groups of devices, called device pools.

Adding a Reporting Server

Create a new Reporting Server either by using an existing Reporting Server configuration as atemplate or by filling in its values from scratch.

Before You Begin

You must configure the Call Server to associate with the Reporting Server before configuringthe Reporting Server.

Collect the following information about the Reporting Server and Reporting Database duringthe installation of Unified CVP software:

Information Needed:

• Host name of the Call Server associated with the Reporting Server

• Host name and IP address of the server on which the Reporting Database resides

• The Reporting password that was entered during installation

Procedure

To add a Reporting Server:

Step 1 Choose Device Management > CVP Reporting Server.

A window listing Reporting Servers opens.

Note: To use an existing Reporting Server as a template for creating the new Reporting Server,select the Reporting Server by clicking the radio button preceding it and then click Use AsTemplate.

Step 2 Click Add New.

The Reporting Server Configuration window opens to the General Tab.

Step 3 Enter the IP Address and Hostname for the Reporting server and any other desired information.

Step 4 Associate one or more Call Servers to the Reporting server by selecting a Call Server listed inthe Available pane and clicking the right arrow to add it to the Selected pane.

Step 5 Select the Reporting Properties tab and configure reporting properties.

Step 6 Optionally, select the Device Pool tab and add the Reporting Server to a device pool.


18

Chapter 3: - Configuring the Reporting Server


Step 7 Optionally, select the Infrastructure tab and configure log file and syslog settings.

Step 8 When you finish configuring the Reporting Server:

a. click Save to save the settings in the Operations Server database

b. Or click Save & Deploy to save the settings in the Operations Server database and deploythe changes to the Reporting Server

See Also

Deleting a Reporting Server (page 37)

Editing a Reporting Server (page 22)

Reporting Server General Tab Configuration Settings (page 19)

Reporting Server Properties Tab Configuration Settings (page 20)

Adding and Removing a Device from a Device Pool (page 41)

Reporting Server Infrastructure Settings (page 20)

Viewing Device State (page 22)

Configuring General Reporting Server Information

You can configure settings that identify the Reporting server, associate it with one or more CallServers, and enable or disable security on the General Tab.

Table 1: Reporting Server General Tab Configuration Settings

RangeDefaultDescriptionField

General

Valid IP addressNoneThe IP address of the Reporting serverIP Address

Valid DNS name, whichcan include letters in the

NoneThe host name of the Reporting servermachine

Hostname

alphabet, the numbers 0through 9

Up to 1,024 charactersNoneAn optional text description for theReporting server

Description

On or OffOffSelect to enable secure communicationsbetween the Operations Server and this

Enable SecureCommunication with theOperations Console component. The Reporting Server is

accessed using SSH and files are transferredusing HTTPS.


19

Chapter 3: Configuring the Reporting Server



You must configure secure communicationsbefore you enable this option. See Chapter6 in the Configuration and AdministrationGuide for Unified Customer Voice Portal.

A given Call Server canonly be associated withone Reporting Server.

NoneSelect one or more Call Servers to associatewith the Reporting Server. You must selectat least one Call Server. Call data for all SIP,

Associate Call Servers

H.323, and VoiceXML calls handled by thisCall Server will be stored in the ReportingDatabase. Click the right arrow to add a CallServer to the Selected pane.

Click the left arrow to remove a Call Serverfrom the Selected pane.

Configuring Reporting Properties

You can configure Reporting Server settings on the Reporting Properties Tab.

Table 2: Reporting Server Reporting Properties Tab Configuration Settings

Restart

Required


Configuration

YesYes or NoYesEnables the Reporting Server toreceive call data from the associatedCall Server(s).

Enable Reporting

No1 through 1000100Defines the maximum size of the fileused to record the data feed messages

Max. File Size (MB):

during a database failover. Note thatthis can be limited by the amount offree disk space.

QoS

Yesaf11, af12, af13,af21, af22, af23,

defaultEnables Quality of Service (QoS)between the Reporting Server and theCall Server.

Select QoS Level

af31, af32, af33,af41, af42, af43,

Note: For more information, seeImplementing Quality of Service

cs1, cs2, cs3, cs4,cs5, cs6,cs7,default, efPolicies with DSCP (Document ID:

10103) at http://www.cisco.com/warp/public/105/dscpvalues.html.


20



http://www.cisco.com/warp/public/105/dscpvalues.html

http://www.cisco.com/warp/public/105/dscpvalues.html

Configuring Reporting Server Infrastructure Settings

The Reporting Server publishes statistics on the total number of reporting events received fromthe VXML Server, the SIP Service, and the IVR Service. It also publishes the total number oftimes the Reporting Server writes data to the Reporting database. You can configure the intervalat which the Reporting Server publishes statistics, the maximum log file and directory size, andthe details for recording syslog messages on the Reporting Server Infrastructure tab.

Table 3: Reporting Server Infrastructure Tab Configuration Settings


Configuration: Thread Management

100 - 1000300(Required) The maximum thread pool size in theReporting Server Java Virtual Machine.

Maximum Threads

Advanced

10 - 144030 minutesThe Reporting Server publishes statistics at thisinterval.

Statistics AggregationInterval

Log File Properties

1 MB - Max LogDirectory Size

5 MB(Required) Maximum size of the log file inmegabytes. The log file name follows this format:CVP.DateStamp.SeqNum.log example:

Max Log File Size

Max Log Dir Sizedivided by Max Log FileFor example: CVP.2006-07-04.00.logSize cannot be greaterthan 5,000.After midnight each day, a new log file is

automatically created with a new date stamp. Also,when a log file exceeds the max log file size, anew one with the next sequence number is created,for example, when CVP.2006-07-04.00.logreaches 5 MB, CVP.2006-07-04.01.log isautomatically created.

500 - 50000 MB500 MB(Required) Maximum size of the directorycontaining Reporting Server log files.

Max Log Directory Size

Max Log File size <Max Log Directory Size

Max Log File size > 1

Max Log Dir Size / MaxLog File Size cannot begreater than 5.000

Configuration: Syslog Settings

Not applicableNoneName of the server to which the Reporting Serverwrites log messages.

Syslog Server

Any available portnumber. Valid port

NonePort number of the Syslog server.Syslog Server PortNumber


21




numbers are integersbetween 1 and 65535.

Not applicableNoneName of a backup server to which the ReportingServer writes log messages.

Backup Server

Any available portnumber. Valid port

NonePort number of the backup Syslog server.Backup Server PortNumber

numbers are integersbetween 1 and 65535.

Viewing Device State

When you select a device from the Device Management menu, the following information islisted about all devices of that type that have been added to the Operations Console:

Device Information:

• Hostname - The host name of the device.

• IP Address - The IP address of the device.

• Device state - A device can be in one of two states: configured or invalid. A configurationcan become invalid if the device is reinstalled. To clear this state, edit the device and clickSave & Deploy. For other possible causes and solutions, refer to the Troubleshooting Guidefor Cisco Unified Customer Voice Portal.

• Description - An optional text description for the device.

Editing a Reporting Server in the Operations Console

You can change the properties of a Reporting Server that has been added to the OperationsConsole. In edit mode, the Database Administration and File Transfer menus are also available.From the Database Administration menu, you can manage reporting users, run database backups,configure database purge, and view database details. From the File Transfer menu, you cantransfer one license file at a time to the Operations Console and then apply that license to aReporting Server. You can also transfer the Log Messages XML file between the OperationsConsole and the Reporting Server.

Editing a Reporting Server

Procedure

To edit a Reporting Server:


22




The Find, Add, Delete, Edit Reporting Servers window opens.

Step 2 Select a Reporting Server by clicking on the link in its name field or by clicking the radio buttonpreceding it and then clicking Edit.

The Edit Reporting Server Configuration window opens.

Step 3 If you have not already applied a license, select File Transfer in the toolbar and then clickLicensing.

The File Transfer page displays.

Step 4 On the General Tab, change the desired general information. You cannot change the IP addressor hostname of the Reporting Server.

Step 5 Select the Reporting Properties Tab, then configure reporting properties.

Step 6 Optionally, select the Device Pool tab and add the Reporting Server to a device pool.


Step 8 When you finish configuring the Reporting Server:


b. OR click Save & Deploy to save the settings in the Operations Server database and deploythe changes to the Reporting Server

See Also

Deleting a Reporting Server (page 37)

Adding a Reporting Server (page 18)

Configuring Reporting Properties (page 20)

Adding and Removing a Device from a Device Pool (page 41)

Finding a Reporting Server (page 40)

Viewing Device State (page 22)


23



Changing a Reporting Database User Password

The Unified CVP installation procedure creates the following three user accounts and sets aninitial password for each account. You can change passwords from the Reporting Server screenin edit mode, but you can only change one user password at a time.

• Informix User (Instance Owner) - Starts and stops the Reporting database, using Informixtools.

• Unified CVP Database Administrator - Uses the Operations Console to run backups, schedulepurges, check database used space, and add and remove Reporting users.

• Unified CVP Database User (Application User) - Connects, inserts, and updates records inthe Informix database. This user cannot modify the Reporting schema.

Procedure

To change a reporting database user password:



Step 2 Select the Reporting Server to edit by clicking the link to its name under the Hostname column.

Step 3 Click Edit.

The Edit Reporting Server Configuration window opens with the current settings displayed.

Step 4 Select the Database Administration menu in the toolbar, then select Change User Passwords.

The Reporting Server: Change User Passwords page opens, displaying the IP address and hostname for the currently selected Reporting Server.

Step 5 In the User field, use the drop-down menu to select the user whose password you want to change.

Step 6 In Old Password field, enter the existing password for that user.

Step 7 In the New Password field, enter the new password.

Note: Passwords must follow guidelines for secure passwords.

Step 8 In the Reconfirm Password field, retype the new password.

Step 9 Click Save & Deploy to save the changes to the Operations Console database and deploy themto the Reporting Server.


24



See Also

Running Reporting Database Backups (page 27)

Configuring Reporting Database Purge (page 29)

Managing Reporting Users (page 25)

Guidelines for Choosing Secure Passwords (page 32)

Viewing Reporting Database Details (page 31)

Getting Reporting Server Statistics (page 39)

Managing Reporting Users

The Unified CVP Database Administrator should create reporting users to run reports againstthe Reporting database. Reporting users should have read-only access to the Reporting database,so they cannot accidentally modify the database schema or data.

Adding New Reporting Users

To add a new reporting user to the Reporting Server:




You can also search for a Reporting Server.


Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users.

The Reporting Server: Manage Users window opens, listing the IP address and host name forthe currently selected Reporting Server.

Step 4 In the Manage Users pane, click Add User.

Step 5 In the Username field, enter the name for the user.

Step 6 In the Password field, enter a password for the new user.

Step 7 In the Reconfirm Password field, retype the password.

Step 8 In the Database Administrator Password field, enter the Database Administrator's password.


25



Step 9 Click Add to add the user.

See Also

Changing Reporting User Passwords (page 26)

Removing Reporting Users (page 27)

Changing Reporting Database User Passwords (page 23)


Changing a Reporting User's Password

To change a reporting user's password:






Step 3 Select the Database Administration menu in the toolbar, then select Manage Reporting Users.

The Reporting Server: Manage Users window opens, listing the IP address and host name forthe currently selected Reporting Server.

Step 4 In the Manage Users pane, click Change Password.

Step 5 From the Available users list, select the user whose password you want to change and clickthe left arrow. The user name will appear in Username field.

Step 6 In the Old Password field, enter the user's original password.

Step 7 In the New Password field, enter the new password.

Step 8 In the Reconfirm Password field, retype the new password.

Step 9 Click Change to make the change.

See Also



26




Removing Reporting Users (page 27)

Adding New Reporting Users (page 25)



Removing Reporting Users

To remove a reporting user from the Reporting Server:

Step 1 Choose Device Management > Reporting Server.

The Find, Add, Delete, Edit Reporting Server window opens.




Step 3 Select Database Administration in the toolbar, then select Manage Reporting Users.

The Reporting Server: Manage Users window opens; it lists the IP address and host name forthe currently selected Reporting Server.

Step 4 From the Available users list, select the user to remove and click the left arrow.

Step 5 In the Database Administrator Password field, enter the Database Administrator's password.

Step 6 Click Delete to delete the selected user.

See Also

Adding New Reporting Users (page 25)




Running Reporting Database Backups

By default, Reporting Database backups are disabled. You can choose to schedule backups ofthe Reporting database or run backups on demand. When you enable backups, files are saved


27



to the Reporting Server's local file system. You are responsible for managing backed-up files.Scheduled backups occur once each day. You can configure the time of day at which backupsoccur. A maximum of two backups and a minimum of one backup will be available at any timeon the local machine.

Procedure

To run a reporting database backup:



Step 2 Click Edit.

The Reporting Server Configuration window opens with the current settings displayed.

Step 3 Select the Database Administration menu in the toolbar, then select Reporting DatabaseBackups.

The Reporting Server - Database Backup Activities page appears; it lists the IP address and hostname for the currently selected Reporting Server.

Step 4 To launch a backup immediately, click Backup Now. To schedule a time for daily backups,select Schedule Daily Backups and then select the hour and minute of the start time.

Step 5 Enter the Database Administrator Password and click Save & Deploy.

See Also

Changing a Reporting Database User Password (page 23)





Cancelling Reporting Database Backups

By default, Reporting Database backups are disabled. You can choose to schedule backups ofthe Reporting database or run backups on demand. You can cancel daily backups at any time.

Procedure

To cancel a reporting database backup:


28







Step 3 Select the Database Administration menu in the toolbar, then select Reporting DatabaseBackups.

The Reporting Server - Database Backup Activities page displays. The IP address and hostname for the currently selected Reporting Server are listed.

Step 4 Click Cancel Daily Backups.

Step 5 Enter your Database Administrator Password and click Save & Deploy.

See Also






Configuring Reporting Database Purge

You can purge call data from the Reporting Database. Data purge is run daily at the time youspecify. Each category of call data is retained for a default number of days, before being purged.

Procedure

To configure Reporting Database purge settings:






29



Step 3 Select the Database Administration menu in the toolbar, then select Data Purge.

The Reporting Server - Database Purge Settings page opens, displaying the IP address and hostname for the currently selected Reporting Server.

Step 4 In the Data Purge section of the page, you can change the data retention time for each categoryof data.

Step 5 Select the hours and minutes to run the purge each day.

Step 6 Enter your Database Administrator Password and click Save & Deploy.

See Also


Cancelling Reporting Database Backups (page 28)





Categories of Reporting Data that Can Be Purged

Using the Operations Console, you can select the time of day to run database purge, and set thenumber of days the data will be retained by data category. The following table describes eachcategory of data that you can purge from the Reporting Database and lists the default numberof days that this data is kept before purging.

Note: A high level category, such as Call, cannot have a lower retention time than a dependentcategory, such as Call Event.

Table 4: Number of Days to Retain Data Before Purging

DefaultDescriptionData Category

30Detailed information about calls received by Unified CVP.Call

30Call state change event messages published by the Call Server and VXMLServer. SIP and IVR services publish call state change event messages

Call Event

when a SIP call or H.323 call changes its state. Messages include callinitiated, transferred, terminated, aborted, or an error state.

30VoiceXML session data includes application names, session ID, andsession variables. Session variables are global to the call session on the

VoiceXML Session

VXML Server. Unlike element data, session data can be created andmodified by all components (except the global error handler, hotevents,and XML decisions).


30



DefaultDescriptionData Category

15A VoiceXML element is a distinct component of a voice application callflow whose actions affect the experience of the caller. A VoiceXML

VoiceXML Element

element contains detailed script activity to the element level, such as,Call Identifiers, activity time stamp, VoiceXML script name, name andtype of the VoiceXML element, and event type.

15Expanded Call Context (ECC) variables that are included in VoiceXMLdata. Unified CVP uses ECC variables to exchange information with

VoiceXML ECC Variable

Unified ICME. For a complete list and description of ECC variables,see the Configuration and Administration Guide for Cisco UnifiedCustomer Voice Portal .

15Application detailed data at the script element level from the VXMLServer call services. This data includes input mode, utterance,interpretation, and confidence.

VoiceXML Voice Interact Detail

15VoiceXML session variables are global to the call session on the VXMLServer.

VoiceXML Session Variable

15The names and values of element variables.VoiceXML Element Detail

The data categories are hierarchical as described in Data Categories (page 12).

Viewing Database Details

You can view the size of a Reporting database.

Procedure

To view database details:





Step 3 Select the Database Administration menu in the toolbar, then select Database Details.

The Reporting Server - Disk Drives: Housing Database Files page opens, displaying the IPaddress and host name for the currently selected Reporting Server along with the followingdatabase information:


31



Reporting Database Details:

• Database Name - Name of the database

• Total Size (MB) - Total data size

• Free size (MB) - Amount of space that has not been taken by extents

• Used Size (MB) - Data space used

• Extent size (MB) - Space reserved for tables. This size may be greater than the total size.

• % Free Size - The percent of space that has not been extended (reserved). This might begreater than 100%.

See Also







Guidelines for Choosing Secure Passwords

Note: Reporting passwords are subject to both the Unified CVP password policy, which isindicated below, and the password policy enforced by the operating system of the computer onwhich the Reporting Server resides. For each aspect of the password, the Reporting passwordmust meet the requirement of the more restrictive policy.

Passwords must meet all the following criteria:

Passwords must only contain the following ASCII characters:

• Maximum password length is eighty (80) characters.

• Minimum password length is eight (8) characters.

• The password must contain characters from at least three of the following classes: lowercaseletters, uppercase letters, digits, and special characters.

– Lowercase letters (abcdefghijklmnopqrstuvwxyz)

– Uppercase letters (ABCDEFGHIJKLMNOPQRSTUVWXYZ)


32



– Digits (0123456789)

– The following special characters:

!"#$%&'()*+,-./

:;<=>?@

[\]^_`

{|}~

• No character in the password can be repeated more than three (3) times consecutively.

• Password must not repeat or reverse username. Password is not "cisco", "ocsic", or any variantobtained by changing the capitalization of letters therein.

Uploading a Log Messages XML File

You can download a Log Messages XML file, CVPLogMessages.xml, to your local machinefrom any Unified CVP server. After downloading the file, you can edit it to configure the wayUnified CVP event notifications are handled. Then after you edit the file, you can upload thecustomized file to any Unified CVP server.

If you want to transfer multiple files at a time, use the Bulk Administration menu.

Procedure

To upload a Log Messages XML file from a Unified CVP Server to the Operations Console:

Step 1 From the Device Management menu, choose the type of server to which you want to uploada syslog XML file. For example, to upload a file to a VXML Server, choose Device Management> VXML Server.

The Find, Add, Delete, Edit window lists servers that have been added to the control panel.

Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio buttonpreceding it and then clicking Edit.

Step 3 Select File Transfer in the toolbar and then click Log Messages XML File Upload.

The Log Messages XML Upload page displays.

Step 4 In the Select a Log Messages XML file from your local PC text box, enter a file name or clickBrowse and search for the file on your local system..

Step 5 Click Upload to transfer the selected file to the Unified CVP Server.

Step 6 Shut down and then start the corresponding Unified CVP Server.


33



See Also

Downloading a Log Messages XML File (page 33)

Editing the Log Messsages XML File (page 35)

Bulk Administration File Transfer (page 50)

Downloading a Log Messages XML File

You can download a Log Messages XML file, CVPLogMessages.xml, to your local machinefrom any Unified CVP server. After downloading the file, you can edit it to configure the wayUnified CVP event notifications are handled. Then after you edit the file, you can upload thecustomized file to any Unified CVP server.

If you want to transfer multiple files at a time, use the Bulk Administration menu.

Procedure

To download a Log Messages XML file from the Operations Console to a Unified CVP Server:

Step 1 From the Device Management menu, choose the type of server from which you want to downloada syslog XML file. For example, to download a file to a VXML Server, choose DeviceManagement > VXML Server.

The Find, Add, Delete, Edit window lists any servers that have been added to the control panel.

Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio buttonpreceding it and then clicking Edit.

Step 3 Select File Transfer in the toolbar and then click Log Messages XML File Download.

The Log Messages XML Download page displays.

Step 4 Click Download to transfer the XML file to the server.

A message indicates that this operation might take some time. Click OK to continue with thedownload or click Cancel to cancel the download.

See Also

Uploading a Log Messages XML File (page 33)

Editing the Log Messages XML File (page 35)

Bulk Administration File Transfer (page 50)


34



Editing the Log Messages XML File

The log messages XML file, CVPLogMessages.xml, defines the severity, destination (SNMPmanagement station or Syslog server) and possible resolution for Unified CVP log messages.This file also identifies an event type identifier and message text identifier for each event. Theidentifiers are stored in the resource properties file, CVPLogMessages.properties.

Each Unified CVP Call Server, VXML Server, and Reporting Server has a log messages XMLfile and log message file. You can edit the CVPLogMessages.xml file on a particular UnifiedCVP server to customize the severity, destination and possible resolution for each event thatthe server generates. You can also edit the CVPLogMessages.properties file to change thetext of the message that is generated when an event occurs on that server.

Use any plain-text editor (one that does not create any markup) or XML editor to edit theCVPLogMessages.xml file. Use a resource file editor, if available, to edit theCVPLogMessages.properties file. If a resource file editor is not available, use a text editor.

What it MeansPossible ValuesMessage Element

Identifies the event type described in theCVPLogMessages.properties file.

Resource="identifier"Name

Identifies the message text described in theCVPLogMessages.properties file.

Resource="identifier"Body

Identifies the severity level (page 35) of the event.0 to 6Severity

Set to true, to send this message, when logged, to anSNMP manager, if one is configured.

True or falseSendToSNMP

Set to true to send this message, when logged, to aSyslog server, if one is configured.

True or falseSendToSyslog

Set to true to identify this message, when logged, asan SNMP raise event, which the SNMP management

True or falseSNMPRaise

station can use to initiate a task or automatically takean action.

Set to false to identify this message as an SNMP clearwhen sent to an SNMP management station. AnSNMP clear event usually corresponds to an SNMPraise event, indicating that the problem causing theraise has been corrected. An administrator on anSNMP management station can correlate SNMP raiseevents with SNMP clear events.

Unified CVP Event Severity Levels

The following table describes the available severity levels for Unified CVP events. You can setthe severity level for an event by editing the log messages XML file, CVPLogMessages.xml,on the server that generates events. For instructions on editing this file, see Editing the LogMessages XML File (page 35).


35



PurposeSeverityLevel

System or service is unusable0EMERGENCY

Action must be taken immediately1ALERT

Critical condition, similar to ALERT, but not necessarilyrequiring an immediate action

2CRITICAL

An error condition that does not necessarily impact theability of the service to continue to function

3ERROR

A warning about a bad condition, which is not necessarilyan error

4WARN

Notification about interesting system-level conditions,which are not errors

5NOTICE

Information about internal flows or application orper-request information, not system-wide information

6INFO

Applying a License to a Reporting Server Using the Operations Console

Applying a License to a Reporting Server

You must apply a valid license file after configuring a Reporting Server. You can browse forand upload the license file to the Operations Console, and then transfer the license to theReporting Server. Select either an existing license file in the Operations Console database or anew license file from your local desktop.

Note: Each Reporting Server IP address requires a unique license. You must apply the correctlicense to the Reporting Server.

Procedure

To apply a license file:


The Find, Add, Delete, Edit Reporting Server window lists any Reporting Servers that havebeen added to the control panel.




Step 3 Select File Transfer in the toolbar and then click Licensing.

The File Transfer page displays.


36


Applying a License to a Reporting Server Using the Operations Console

Step 4 If the license file is not listed in the Select From Available License Files box:

a. Click Select a License File from Your Local PC

b. Enter the file name of the license for this Reporting Server in the text box or click Browseto search for the license file on the local file system

Step 5 If the license is listed in the Select From Available License Files box, select the matching licensefile and then click Transfer to transfer the selected license file to the Reporting Server.

The license is applied to the selected Reporting Server.

See Also


Deleting a Reporting Server From the Operations Console

Deleting a Reporting Server

You can remove a Reporting Server from the Operations Console. Deleting a Reporting Serverremoves its configuration from the Operations Console database and removes the ReportingServer from the displayed list of Reporting Servers.

Procedure

To delete a reporting server:


The Find, Add, Delete, Edit Reporting Servers window displays.

Step 2 Find the Reporting Server to delete by using the procedure in the Finding a Reporting Server(page 40) topic.

Step 3 From the list of matching records, choose the Reporting Server that you want to delete.

Step 4 Click Delete.

Step 5 When prompted to confirm the delete operation, click OK to delete or click Cancel to cancelthe delete operation.

See Also

Adding a Reporting Server (page 18)


37


Deleting a Reporting Server From the Operations Console

Viewing Reporting Statistics

The Reporting Server publishes statistics that include the number of events received from theIVR, SIP, and VoiceXML services during an interval and the total events published since theReporting Server started.

Reporting Server Statistics

Reporting Server statistics include the total number of events received from the IVR, SIP, andVoiceXML services.

Access Reporting Server statistics either by:

• Choosing System > Control Center, selecting a Reporting Server, and then clicking theStatistics icon in the toolbar.

• Choosing Device Management > CVP Reporting Server, selecting a Reporting Server,and then clicking the Statistics icon in the toolbar.

Table 5: Reporting Server Statistics

The following table describes the Reporting Server statistics.

DescriptionStatistic

Interval Statistics

The time the system started collecting statistics for the current interval.Start Time

The amount of time that has elapsed since the start time in the currentinterval.

Duration Elapsed

The interval at which statistics are collected. The default value is 30minutes.

Interval Duration

The total number of reporting events received from the VoiceXML serviceduring this interval. For each reporting event received from the VoiceXMLservice, this metric will be increased by one.

VXML Events Received

The total number of reporting events received from the SIP Service duringthis interval. For each reporting event received from the SIP Service, thismetric will be increased by one.

SIP Events Received

The total number of reporting events received from the IVR service inthe interval. For each reporting event received from the IVR service, thismetric will be increased by one.

IVR Events Received

The total number of writes to the database made by the Reporting serverduring the interval. For each write to the database by the Reporting server,this metric will be increased by one.

Database Writes

Aggregate Statistics

The time the service started collecting statistics.Start Time


38



DescriptionStatistic

The amount of time that has elapsed since the service start time.Duration Elapsed

The total number of reporting events received from the VoiceXML Servicesince the service started. For each reporting event received from theVoiceXML Service, this metric will be increased by one.

VXML Events Received

The total number of reporting events received from the SIP Service sincethe service started. For each reporting event received from the SIP Service,this metric will be increased by one.

SIP Events Received

The total number of reporting events received from the IVR Service sincethe service started. For each reporting event received from the IVR Service,this metric will be increased by one.

IVR Events Received

The total number of writes to the database made by the Reporting serversince startup. For each write to the database by the Reporting server, thismetric will be increased by one.

Database Writes

Getting Reporting Statistics

Reporting Server statistics include the total number of events received from the IVR, SIP, andVoiceXML services.

Procedure

To get Reporting Server statistics:





Step 3 Select Statistics in the toolbar.

The Reporting Server statistics (page 38) are listed in the Reporting tab.

See Also






39





Finding a Reporting Server in the Operations Console

The Operations Console provides a basic and advanced search feature for locating a specificReporting Server.

Finding a Reporting Server

The Operations Console lets you locate a Reporting Server on the basis of specific criteria. Usethe following procedure to locate a Reporting Server.

Procedure

To find a Reporting Server:

Step 1 Choose Device Management > CVP Reporting Server from the Main menu.

A list of the available Reporting Servers appears, 10 at a time, sorted by name.

Step 2 If the list is long, click Next to view the next page of available devices.

Step 3 If you know the name of a particular Reporting Server, enter its name in the Search text boxand then click Go.

Note: Basic Search is not case sensitive, and wildcard characters are not allowed. If the Searchtext box is empty, all Reporting Servers are listed.

Step 4 To perform an advanced search, click Advanced. From the first Advanced Search windowdrop-down list box, choose one of the following criteria:

Search criteria:

• Hostname

• IP address

• Description

Step 5 From the second window drop-down list box, choose one of the following criteria:


40


Finding a Reporting Server in the Operations Console

Search criteria:

• begins with

• contains

• ends with

• is exactly

• is empty

Step 6 Specify the appropriate search text, if applicable, and click Find.

Adding and Removing a Device from a Device Pool

Device Pools are logical groupings of devices, for example, SanJose-Gateways. Device poolsprovide a convenient way to define a set of common characteristics that can be assigned todevices, for example, the region in which the devices are located. The system creates a defaultdevice pool, which contains all devices. Every device you create is automatically assigned tothe default device pool. You can never remove the default device pool from the selected devicepool list. The default device pool ensures that the Administrator can view and manage all devices.You can create device pools and assign devices to the device pools you created.

Adding or Removing a Device From a Device Pool

Procedure

To add or remove a device from a device pool:

Step 1 From the Device Management menu, choose the type of device you want to add to or removefrom a device pool. For example, to add a Reporting Server to a device pool, select CVPReporting Server from the menu.

A window listing known devices of the type you selected displays. For example, if you selectedReporting Server, known CVP Reporting Servers are listed.

Step 2 Select the device by checking the checkbox preceding it or highlighting the device and thenclicking Edit.

Step 3 Select the Device Pool tab.

Step 4 Then:If:

Select the device pool from the Available pane, and thenclick the right arrow to move the pool to the Selected pane.

You want to add a device to adevice pool


41



Then:If:

Select the device pool from the Selected pane, and thenclick the left arrow to move the device pool to theAvailable pane.

You want to remove a device froma device pool

Step 5 Click Save.


42



Configuring the VXML Server for ReportingThe VXML Server is a J2EE-compliant application server that provides a complete solutionfor rapidly creating and deploying dynamic VoiceXML applications. If you installed a VXMLServer, you must configure it before using it to deploy VoiceXML applications or licenses.


• Adding a VXML Server to the Operations Console, page 43• Editing a VXML Server in the Operations Console, page 45• Transferring a File to Multiple Devices, page 50

Adding a VXML Server to the Operations Console

Adding a VXML Server to the Operations Console adds its configuration to the OperationsConsole database and adds it to the list of VXML Servers in the Control Panel. When you adda VXML Server, you must associate it with a Call Server. The VXML Server uses the messageservice on this Call Server to communicate with the Reporting Server.

You can also add a VXMLServer to one or more logical groups of devices, called device pools,and configure publishing statistics. See Adding and Removing a Device from a Device Pool(page 41) for additional information about how to add a server to a device pool.

Adding a VXML Server

Before You Begin


43

Chapter 4

Do the following before adding a VXML Server to the Operations Console:

• Collect the host name or IP address of the VXML Server during the installation of UnifiedCVP software.

• Install and configure at least one Call Server before configuring the VXML Server.

• Review Call Studio scripts, noting any of the following items you want to include or excludefrom VXML Server reporting data:

– Application names

– Element types

– Element names

– Element fields

– ECC variables

Procedure

To add a VXML Server:

Step 1 Choose Device Management > VXML Server.

The Find, Add, Delete, Edit VXML Servers window opens.

Note: To use an existing VXML Server as a template for creating the new VXML Server, selectthe VXML Server by clicking the radio button preceding it and then click Use As Template.

Step 2 Click Add New.

The VXML Server Configuration window opens to the General Tab.

Step 3 Enter the general server information and choose a primary Call Server.

Step 4 Optionally, choose a backup Call Server.

Step 5 Select the Configuration Tab, then configure VXML Server properties.

Step 6 Optionally, select the Device Pool tab and add the VXML Server to a device pool.


Step 8 When you finish configuring the VXML Server:




44

Chapter 4: - Configuring the VXML Server for Reporting

Adding a VXML Server to the Operations Console

Step 9 Shut down and then restart the VXML Server and the primary and backup Call Servers.

Editing a VXML Server in the Operations Console

You can change the properties of a VXML Server that has been added to the Operations Console.In edit mode, the Statistics, File Transfer, and System Id menus are also available. From theStatistics menu, you can view call statistics published by the VXML Server. From the FileTransfer menu, you can transfer license files, VoiceXML script files, and log messages to theVXML Server. The System Id menu provides an option to generate a unique system identifierfor the XML Server. You will need the System Id when getting a license for this server.

Editing a VXML Server

Before You Begin

You can edit the configuration for a VXML Server that has been added to the Operations ConsoleControl Center.

Procedure

To edit a VXML Server configuration:

Step 1 Choose Device Management > VXML Server.

The Find, Add, Delete, Edit VXML Servers window opens.

Step 2 From the list of matching records, choose the VXML Server that you want to edit.

Step 3 Click Edit.

The VXML Server Configuration window opens to the General Tab.

Step 4 Change any general server information. You cannot change the IP address of the VXML Server.

Step 5 Select the Configuration Tab, then configure VXML Server properties.

Step 6 Optionally, select the Device Pool tab and add the VXML Server to a device pool.


Step 8 When you finish configuring the VXML Server:




45

Chapter 4: Configuring the VXML Server for Reporting


Step 9 Shut down and then restart the VXML Server and—if they have changed—the primary andbackup Call Servers.

VXML Server General Properties

You can configure settings that identify the VXML Server and choose a primary, and optionally,a backup Call Server to communicate with the Reporting Server. You can also enable securecommunications between the Operations Console and the VXML Server.

Table 6: VXML Server General Configuration Settings

Restart/Reboot

Needed


General

NoA valid IP addressNoneThe IP address of the VXML ServerIP Address

NoA valid DNS name,which includes uppercase

NoneThe host name of the VXML Server.Host names must be valid DNS names,

Hostname

and lowercase letters inwhich can include letters in the alphabet,the numbers 0 through 9, and a dash. the alphabet, the numbers

0 through 9, and a dash

NoLess than or equal to1024 characters

NoneThe description of the VXML Server.Description

Yes - rebootOn or OffNoneSelect to enable secure communicationsbetween the Operations Console and this

Enable securecommunication

component. The device is accessed usingwith the OperationsConsole SSH and files are transferred using

HTTPS.

Call Servers

Yes - Restart CallServer andVXML Server

Not applicableNoneThe VXML Server uses the messageservice on this Call Server tocommunicate with the Reporting Server.

Primary Call Server

Select a primary Call Server from thedrop-down list. The drop-down listincludes all Call Servers added to theOperations Console.

Yes - Restart CallServer andVXML Server

Not applicableNoneThe VXML Server uses the messageservice on this Call Server tocommunicate with the Reporting Server

Backup Call Server

if the Primary Call Server isunreachable. Select a backup Call Serverfrom the drop-down list. The drop-downlist includes all Call Servers added to theOperations Console.


46



VXML Server Configuration Properties

From the VXML Server Configuration tab, you can enable reporting of VXML Server scriptand call activities to the Reporting Server. When enabled, the VXML Server reports on call andapplication session summary data. Call summary data includes call identifier, start and endtimestamp of calls, ANI, and DNIS. Application session data includes application names, sessionid, and session timestamps.

If you choose detailed reporting, Call Studio script details are reported, including element accesshistory, activities within the element, element variables and element exit state. Customizedvalues added in the Add to Log element configuration area in Call Studio scripts are alsoincluded in reporting data. Optionally, you can create report filters that define which data areincluded and excluded from being reported.

Table 7: VXML Server Configuration Settings

Restart/Reboot

Needed


Configuration

Yes - RestartVXML Server

Enabled (the default) orDisabled.

EnabledIndicates whether or not the VXMLServer sends data to the Reporting

Enable Reporting forthis VXML Server

Server. If disabled, no data is sentto the Reporting Server and reportswill not contain any VXMLapplication data.


Enabled or Disabled (thedefault).

DisabledIndicates whether or not VoiceXMLapplication details are reported.

Enable Reporting forVXML ApplicationDetails

Not applicableNot applicable - cannot bechanged

100,000The maximum size of reportingmessages that are saved in a

Max. Number ofMessages

memory buffer if a failover occursand the Call Server is unreachable.

QoS


The drop-down list has thefollowing values: af11,

cs3The level of transmission qualityand service availability for theVXML Server.

Select QoS Level

af12, af13, af21, af22,af23, af31, af32, af33,

Note: For more information, see theEnterprise QoS Solution ReferenceNetwork Design Guide.

af41, af42, af43, cs1, cs2,cs3, cs4, cs5, cs6,cs7,default, ef

VXML Applications Details: Filters


A semicolon-separated listof text strings. A wildcard

NoneList of applications, element types,element names, and element fields,

Inclusive Filters

character (*) is allowedand ECC variables to include inreporting data. within each element in the

list.


47



Restart/Reboot

Needed


Note: For moreinformation about filtersyntax and rules, seeInclusive and ExclusiveVoiceXML Filters forReporting (page 48).


A semicolon-separated listof text strings. A wildcard

NoneList of applications, element types,element names, and element fields,

Exclusive Filters

character (*) is allowedand ECC variables to exclude fromreporting data. within each element in the

list.

Note: For moreinformation about filtersyntax and rules, seeInclusive and ExclusiveVoiceXML Filters forReporting (page 48).

Inclusive and Exclusive VoiceXML Filters for Reporting

You use Inclusive and Exclusive VoiceXML filters to control the data that the VXML Serverfeeds to the Reporting Server. Data feed control is crucial for:

• Saving space on the reporting database.

• Preserving messaging communication bandwidth.

Rules for VoiceXML Inclusive and Exclusive Filters

Inclusive and exclusive filters operate using the following rules:

• By default, all items but the Start, Subdialog_Start, and Subdialog_End elements are filteredfrom reporting data unless they are added to an Inclusive Filter. The Subdialog_Start andSubdialog_End elements are never filtered from reporting data unless Reporting is disabledon the VXML Server.

• The Exclusive Filter takes precedence over the Inclusive Filter. For example, if an applicationname is in the Exclusive Filter, then all of the items of that applications are excluded fromreporting data even if a particular field or element is listed in the Inclusive filter.

• The syntax for Inclusive/Exclusive filters is:

Appname.ElementType.ElementName.FieldName


48



or

AppName.*.*.SESSION:Varname

Note: This syntax is used to indicate session variables.

• A semicolon (;) should be used to separate each item in a filter. For example, ElementA ;ElementB is valid.

• A single wildcard (*) can be specified anywhere within the application name, element type,element name, or field name.

• Element types, element names, and field names can contain alphanumeric characters,underscores, and a space character.

• An application name can contain alphanumeric characters and underscores, but the spacecharacter is not allowed. For example, A_aa.B_bb.*C_cc_DD.E_ee_F* is valid.

Examples of VoiceXML Filter Wildcard Matching

The table below provides examples of VoiceXML filter wildcard matching.

Table 8: Examples of VoiceXML Filter Wildcard Matching

Matches all voice elements in MyApplicationMyApplication.Voice.*.*

Matches all Voice elements in all applications.*.Voice.*.*

Matches all fields in MyApplication that start with the stringvar.

MyApplication.*.*.var*

Matches all fields in MyApplication that end with 3.MyApplication.*.*.*3

Matches the Company session variable in MyApplication.MyApplication.*.*.SESSION:Company

Examples of Inclusive and Exclusive VoiceXML Filters for Reporting

The table below provides examples of some different combinations of Inclusive and Exclusivefilters and the resulting data that the VXML Server feeds to the Reporting Server.

Table 9: Examples of Inclusive and Exclusive VoiceXML Filters for Reporting

Data the VXML Server Feeds To the

Reporting Server

Exclusive FilterInclusive Filter

All Application1 dataNoneApplication1.*.*.*

All Application1 data, except Element1and Element2

*.*.Element1.*;

*.*.Element2.*

Application1.*.*.*


49



Data the VXML Server Feeds To the

Reporting Server

Exclusive FilterInclusive Filter

All Application1 data, except Element1,Element2, and Field1

*.*.Element1.*;

*.*.Element2.*;

Application1.*.*.*

*.*.*.Field1

All Application1 data, except Element3and Element4

*.Voice.*.* which matchesElement3 and Element4

Application1.*.*.*

No data for Application1Application1.*.*.**.*.Element1.*;

*.*.Element2.*;

*.*.*.Field1

Only Element1 and Element2*.*.Element3.*;*.Voice.*.* which matchesElement1, Element2, Element3, andElement4 *.*.Element4.*

Element1 and Element2, except forField1, if it exists in those elements

*.*.*.Field1*.Voice.*.* which matchesElement1 and Element2

Element1None*.*.Element1.*

Element1, except for Field1 if it exists inElement1

*.*.*.Field1*.*.Element1.*

Field1 in any elements except Element3and Element4

*.*.Element3.*;

*.*.Element4.*

*.*.*.Field1

A good strategy for using filters is to create an Inclusive filter that includes the data you wantto save in the Reporting database and then create an Exclusive filter to exclude portions of thedata, for example, sensitive security information such as Social Security Numbers. For example.you would

• First, create an inclusive filter to include all information:

MyApp.Voice.*.*

• Then, create an exclusive filter to remove credit card and social security numbers information:

MyApp.Voice.*.CreditCard; MyApp.voice.*.SSN

Transferring a File to Multiple Devices

You can transfer a license file, VoiceXML script file, or Tcl script file from the OperationsConsole to one or more devices at a time. License files can only be transferred to Call Servers,Reporting Servers, Speech Servers, and VXML Servers. Script files can be transferred to VXMLServers, gatekeepers, gateways, and content services switches. You can only transfer a file to


50



one type of device at a time. If you try to transfer a type of file to a device that does not supportthat file type, an error message is displayed, and the previous settings are cleared.

Procedure

To transfer a script file:

Step 1 Choose Bulk Administration > File Transfer.

The File Transfer window opens to the Files tab. Script files that have already been transferredto the Operations Console are listed in the Available Script Files box.

Step 2 Click Script File.

Step 3 Either enter the fully qualified path to a script file to transfer or click Browse to search for thefile.

Step 4 Click the Transfer to Devices tab to transfer the selected file to one or more devices.

Step 5 From the Select Device Type drop-down menu, select the type of device to which you want totransfer the selected file.

Only devices of the selected type are displayed in the Available Devices box.

Step 6 Select a device from the Available Devices box and click the right arrow to move the deviceto the Selected Devices box. To remove a device from the Selected Devices box, select thedevice and click the left arrow to move the device to the Available Devices box.

Step 7 When you finish selecting devices, click Transfer.

The file you selected on the Files tab is transferred to each selected device.

Procedure

To transfer a license file:

Step 1 Choose Bulk Administration > File Transfer.

The File Transfer window opens to the Files tab. License files that have already been transferredto the Operations Console are listed in the Available License Files box.

Step 2 Click License File.

Step 3 Either enter the fully qualified path to a license file to transfer or click Browse to search for thefile.

Step 4 Click the Transfer to Devices tab to transfer the selected file to one or more devices.


51



Step 5 From the Select Device Type drop-down menu, select the type of device to which you want totransfer the selected file.

Only devices of the selected type are displayed in the Available Devices box.

Step 6 Select a device from the Available Devices box and click the right arrow to move the deviceto the Selected Devices box. To remove a device from the Selected Devices box, select thedevice and click the left arrow to move the device to the Available Devices box.

Step 7 When you finish selecting devices, click Transfer.

The file you selected on the Files tab is transferred to each selected device.


52



Introduction to the Database SchemaThis section contains the following topics:

• About the Database Schema, page 53• Entity-Relationship Diagram, page 54• Table Definitions, page 54

About the Database Schema

The Reporting Server hosts an Informix Dynamic Server (IDS) database, where it stores reportingdata in a defined database schema. The schema is fully published so that customers may developcustom reports based on it, using a customer-provided report presentation product. (Customersmay not, however, extend the schema for their own purposes.)

This schema provides Unified CVP customers with the ability to:

• establish database connectivity with commercial off-the-shelf reporting and analytics enginesfrom popular business intelligence technology vendors, such as Crystal Reports andExony—and then build their custom reporting and analytics solutions against the UnifiedCVP database schema

• join with an ICM HDS database to track call activity across both systems (see "Joining Datawith an ICM HDS Database" (page 85))

The following diagram indicates a common set of incoming and outgoing entry and exit statesfor a call to a self-service application.


53

Chapter 5

Figure 2: Call Flow

Entity-Relationship Diagram

The following ER diagram shows the Unified CVP database schema.

Figure 3: ER Diagram

Table Definitions

This section lists all the tables, in alphabetical order.


54

Chapter 5: - Introduction to the Database Schema

Entity-Relationship Diagram

ActionTypeRef Table

This is the table to map an ActionTypeID to the type of action for an element that changes data.

DescriptionIndexNullTypeField

The unique id of anaction type

Yes (Primary Key)NointActionTypeID

The name of the actiontype

NoNonvarchar(96)Name

Table Values (ID, Name):

1, "Initialize"

2, "Update"

3, "Return"

Call Table

This table contains one record per call.


The global unique id ofa call

Yes (Primary KeyComposite CallGUID,CallStartDate)

Nochar(35)CallGUID

Date of the call, fordata purging purposes

Yes (Primary KeyComposite CallGUID,CallStartDate)

NodateCallStartDate

Date and time a callwas made

YesNodatetimeStartDateTime

The name of the CallServer (its message

NoNovarchar(42)MessageBusName

adapter name) wherethe call originates

The type of UnifiedCVP Service, such asSIP, IVR, VXML

NoNointSubSystemTypeID

The local time zoneidentifier

NoYesintLocalTimeZone

ANI of the caller sentby telephony provider

NoNovarchar(32)ANI

DNIS of a call sent bytelephony provider

NoNovarchar(32)DNIS


55

Chapter 5: Introduction to the Database Schema

Table Definitions


The date and time acall ended with

NoYesdatetimeEndDateTime

hang-up or disconnect(but see the Notebelow)

The UUI of theoriginating caller sentby telephony provider

NoYesvarchar(100)UUI

The IIDIGITS of theoriginating caller sentby telephony provider

NoYesvarchar(100)Iidigits

The external UID ofthe caller if the call isassociated with a user

NoYesvarchar(50)UID

The number ofapplications visited

NoNointNumAppVisited

during the life of thecall

The number of timesthat the call is opt outto an agent

NoNointNumOptOut

The total number oftimes the call istransferred out

NoNointTotalTransfer

The number of timesthe call timed out

NoNointNumTimeOut

The number of errorsthat occurred duringthe call

NoNointNumError

The number of timesthe call is on hold dueto unavailable port

NoNointNumOnHold

The date and time ofthe database operation

NoNodatetimeDBDateTime

Note: On occasion, messages are dropped—even for an otherwise successful call. In such cases,EndDateTime is set to the same value as StartDateTime. Thus, if a call appears to be of 0duration, report writers will know to exclude such a call from consideration in cases where itwould otherwise skew metrics.


56


Table Definitions

CallEvent Table



Yes (Composite indexCallGUID,CallStartDate)

Nochar(35)CallGUID



NodateCallStartDate

A call id assigned by aService

NoYesvarchar(43)CallLegID

The name of the CallServer (its message


adapter name) withwhich the event isassociated

Date and time of theevent

YesNodatetimeEventDateTime

The mechanism usedto generate the callevent

NoNointEventTypeID

The reason that the callevent was generated

NoNointCauseID



The type of the ServiceYesNointSubSystemTypeID

The name of theService the eventoriginated from

NoNovarchar(41)SubSystemName



CallICMInfo Table


The global unique id of a callYes (Compositeindex

Nochar(35)CallGUID

CallGUID,CallStartDate)

Date of the call, for datapurging purposes

Yes (Compositeindex

NodateCallStartDate

CallGUID,CallStartDate)


57


Table Definitions


ICM Router CallKeyYesNointRouterCallKey

ICM RouterCallKeyDayYesNointRouterCallKeyDay

ICMRouterCallKeySequenceNumber

YesYesintRouterCallKeySequenceNumber

Date and time of the eventYesNodatetimeEventDateTime

The name of the message busthat delivers the VXMLdatafeed message


The date and time of thedatabase operation


CauseRef Table

This is the table to map a CauseID to the cause.


The unique id of a callevent cause

Yes (Primary Key)NointCauseID

The cause of the eventNoNonvarchar(96)Name


0, "None"

1, "Normal Completion"

2, "Call Abandon"

3, "Call Transferred"

4, "New Transaction"

5, "Busy"

6, "No Answer"

7, "Maintenance"

8, "Net Congestion"

9, "Net Not Obtainable"

10, "Reorder Tone"

11, "Resources Not Available"

12, "Trunks Busy"


58


Table Definitions

13, "Called Party Disconnected"

14, "Max Ports"

15, "Suspended"

16, "Time Out"

17, "Invalidated"

18, "Error"

1001, "Hang Up"

1002, " Network"

1003, "System"

1004, "Script Type"

1005, "Unknown UApp"

1006, "Script Name"

1007, "Config Param"

1008, "Misconfig Ecc"

1009, "Media File"

1010, "Semantic"

1011, "VXML Format"

1012, "VXML Element"

1013, "Variable Data"

1014, "No Var Data"

1015, "Format"

1016, "Entry Invalid"

1017, "No Entry"

1020, "Data Range"

1021, "Timed Out"

1022, "Called Hung Up" [agent, VRU, or other endpoint hung up on caller; that is, the callerdid not hang up first]


59


Table Definitions

1023, "No Answer"

1024, "Busy"

1025, "Gen Transfer"

1026, "Invalid Extn"

1027, "Hang Up Forced"

1028, "After Trans Estab"

1030, "Unsupported Language"

1031, "Media Resource ASR"

1032, "Media Resource TTS"

1033, "General ASR TTS"

1040, "CVP System Unavailable"

1041, "CVP App Error"

1042, "CVP App Hang Up"

1043, "Error CVP App Suspended"

1044, "Error CVP No Session Error"

1045, "Error CVP Bad Fetch"

CVPDataRetention Table


The name of the DataCategory Visible inOperations Console

NoNovarchar(64)DataCategory

The name of the tableYesNovarchar(32)TableName

The number of days to retainthe data

NoNointNumberDaysRetained

If the value is 0 or a positiveinteger then it means actual

NoYesinterval DAY(4)TO DAY

ActualNumberDaysRetained

number of days data retained;if the value is -1 then thisvalue is inherited from theActualNumberDaysRetainedin the DataCategory

The number of extentsNoYesintNumberOfExtents


60


Table Definitions


The extent space usedNoYesfloatExtentSpaceUsed

The data plus index spacesize used in megabytes

NoYesfloatTotalSpaceUsed

The data space size used inmegabytes

NoYesfloatDataSpaceUsed

The date and time of lastdaily run

NoYesdatetimeDailyPurgeLastRunDate

The date and time of lastemergency purge

NoYesdatetimeEmergencyPurgeLastRunDate

CVPDateTrap Table


Meta for schemamanagement

NoYesdateCallStartDate

CVPDBSpaceUsed Table

DescriptionsIndexNullTypeField

Name of the DBSpaceNoNovarchar(20)DBSpace

Total Available FileSpace

NoNofloatTotalSpace

Reserved SpaceNoNofloatExtendedSpace

Non-reserved SpaceNoNofloatFreeSpace

Amount ofExtendedSpaceactually used

NoYesfloatDataSpaceUsed

Maximum recordedgrowth in 24 hours

NoYesfloatMaxSizeGrowth

Last recorded growthin 24 hours

NoYesfloatRecentSizeGrowth

The date and timewhen the record wasupdated

NoNodatetimeLastRunDate

CVPDBVersion Table


Major versionYes (Composite indexMajorVersion,MinorVersion)

Novarchar(10)MajorVersion


61


Table Definitions


Minor versionYes (Composite indexMajorVersion,MinorVersion)

Novarchar(20)MinorVersion

The date and timewhen the record isupdated

NoNodatetimeUpdateDateTime

CVPLog Table


Date and time ofmessage

NoYesdatetimeMessageDateTime

Message detailsNoYesvarchar(255)Message

Type of message: Add,Aged Off, Alter, Err

YesYeschar(8)MessageClass

Info, Remainder,EPurge

CVPPartitionInfo Table


Name of the tableYes (Composite indexTableName, PartDate)

Novarchar(32)TableName

Date of the data inpartition

Yes (Composite indexTableName, PartDate)

NodatePartDate

Name of the partitionNoNochar(12)PartName

The date and time thatthe partition wascreated


CVPPartitionParameters Table


Usable data size in GBNoNointDBSize

Percent of space tokeep free in the DBspace

NoNofloatPCTFree

Planned growth factor,used to determine sizesfor future table extents

NoNofloatBump


62


Table Definitions


Number of days aheadto create partitions;minimum is 1

NoNointDaysAhead

Starting size in KB forlarge sized tables

NoNointContainerSizeLarge

Starting size in KB formedium sized tables

NoNointContainerSizeMedium

Starting size in KB forsmall sized tables

NoNointContainerSizeSmall

CVPPurgeList Table


Action to take: A=Add,D=Drop, S=Split

NoYeschar(1)Action

Name of tableNoYesvarchar(32)TableName

ID of tableNoYesintTabID

Name of the partitionNoYeschar(12)Partition

Date of the data inpartition

NoYesdatePartDate

Name of the DB spaceNoYesvarchar(32)DBSpace

Size of the partitionNoYesintPartSize

Reason for the actionNoYeschar(12)Reason

ElementTypeRef Table

This is the table to map an ElementTypeID to a VXML element type.


The unique id of anelement type

Yes (Primary Key)NointElementTypeID

The name of theelement type



0, "Start"

1, "End"

2, "Subdialog_Start"

3, "Subdialog_Return"


63


Table Definitions

4, "Decision"

5, "Action"

6, "Custom"

7, "HotLink"

8, "HotEvent"

9, "ElementFlag"

10, "Voice"

11, "VXMLInsert"

12, "ReqICMLabel"

13, "General"

EventTypeRef Table

This is the table to map an EventID to its name (event type).


The unique id of a callevent type

Yes (Primary Key)NointEventTypeID

The name of the eventtype



0, "New Call"

1, "Connect Failure"

2, "Busy"

3, "No Answer"

4, "Answer"

5, "Abandon"

6, "Disconnect"

7, "Hang Up"

8, "App Transfer"

9, "App Session Complete"


64


Table Definitions

10, "Call Transfer"

11, "Run Script"

OutgoingECCVariable Table




Nochar(35)CallGUID


Yes (second field inComposite indexes)

NodateCallStartDate

The identifier of thesession in which theECC variable changes

Yes (Composite indexSessionID,CallStartDate)

Noint8SessionID

The identifier of theelement in which theECC variable changes

Yes (Composite indexElementID,CallStartDate)

Noint8ElementID

The name of sessionvariable that was exited

NoNochar(12)ECCVarName

The value of sessionvariable

NoNonvarchar(255)ECCVarValue

Date and time when theECC variable changed


The name of themessage bus that


delivers the VXMLdatafeed message



ResultRef Table

This is the table to map a ResultID to a result string.


The unique id of aresult

Yes (Primary Key)NointResultID

The name of theelement result



1, "Normal"


65


Table Definitions

2, "Invalidated"

3, "HotEvent"

4, "HotLink"

5, "Hang Up"

6, "Error"

7, "Transfer"

SubSystemTypeRef Table

This is the table to map a SubSystemTypeID to a Unified CVP Service type.


The unique id of aService type

Yes (Primary Key)NointSubSystemTypeID

The name of theService type



0, "SIP"

1, "IVR"

2, "VXML"

3, "OAMP" [Operate, Administer, Maintain, Provision = Operations Console]

4, "CONTROLLER"

5, "RPT"

6, "ICM"

7, "ORM" [OAMP Resource Manager = element co-located with Unified CVP components thatallows the Operations Console to manage the components]

8, "SYSTEM"

UserInputModeRef Table

This is the table to map a UserInputModeID to the name of the user input mode.


66


Table Definitions


The unique id of a userinput mode

Yes (Primary Key)NointUserInputModeID

The name of the userinput mode



1, "DTMF"

2, "Voice"

3, "DTMF Voice"

VarDataTypeRef Table

This is the table to map a VarDataTypeID to the data type of a variable.


The unique id of avariable data type

Yes (Primary Key)NointVarDataTypeID

The name of thevariable data type



0, "String"

1, "Int"

2, "Float"

3, "Boolean"

VoiceActionTypeRef Table

This is the table to map a VoiceActionTypeID to the VXMLVoiceInteractDetail.


The unique id of aVoiceActionTypeRef

Yes (Primary Key)NointVoiceActionTypeID

The name of the callstate



1, "No Match"


67


Table Definitions

2, "No Input"

3, "Audio Group"

4, "Input Mode"

5, "Utterance"

6, "Interpretation"

7, "Confidence"

VXMLCustomContent Table

This table contains one record for each VoiceXML custom event. This event will occur if acustom component programmatically calls the addToLog method of the Session API. The eventwill also occur when an element whose configuration contains entries in the Add To Log tablein the General tab is run.


The unique id of avisited element


Noint8ElementID



NodateCallStartDate

The name of thecustom event variable

NoNonvarchar(51)VarName

The value of thecustom event variable

NoYesnvarchar(255)VarValue

Date and time when thevariable is changed

NoNodatetimeEventDateTime






VXMLElement Table

This table contains one record for each VoiceXML script element visited by a call. For example,if the same element is visited twice in an application script during a call, there will be twoseparate element records.


68


Table Definitions



Yes (Primary Key,Composite ElementID,CallStartDate)

Noint8ElementID


Yes (second field inPrimary Key andComposite indexes)

NodateCallStartDate

The unique id of aVXML applicationsession


Noint8SessionID


YesNochar(35)CallGUID

The name of anelement

NoNonvarchar(51)ElementName

The type of elementNoNointElementTypeID

Date and time when theelement was entered

YesNodatetimeEnterDateTime

Date and time when theelement was exited

NoYesdatetimeExitDateTime

The exit state of theelement

NoYesnvarchar(51)ExitState

The number ofinteractions while the

NoYesintNumberOfInteractions

user visited thiselement

Indicates how anelement ended

NoYesintResultID






VXMLElementDetail Table

This table contains one detail record for each script element variable. VarValue holds the Stringvalue of the variable and VarDataTypeID specifies the data type of the variable to which theString value can be converted.


The unique id of anelement


Noint8ElementID


69


Table Definitions




NodateCallStartDate

The name of theelement variable


The String value of theelement variable


The data type of theelement variable, such

NoNointVarDataTypeID

as String, Integer,Boolean

The type of action foran element thatchanges data

NoNointActionTypeID

Date and time when thevariable was changed







VXMLElementFlag Table


The unique id for theelement in which theflag activated


Noint8ElementID



NodateCallStartDate

The date and timewhen the flag activated


The flag nameNoNonvarchar(51)Name

Name of the previousapplication element

NoYesnvarchar(51)PreviousElementName







70


Table Definitions

VXMLError Table


The unique id for theelement in which theerror occurs


Noint8ElementID



NodateCallStartDate

Name of an errorNoNovarchar(12)ErrorName

The date and timewhen the erroroccurred


The detailed errormessage

NoNonvarchar(255)Description






VXMLHotEvent Table


The unique id for theelement in which thehotevent occurred


Noint8ElementID



NodateCallStartDate

The date and timewhen hot eventoccurred


The name of the hotevent








71


Table Definitions

VXMLHotLink Table


The unique id for theelement in which thehotlink activated


Noint8ElementID



NodateCallStartDate

The date and timewhen the hot linkactivated


The name of the hotlink







VXMLSession Table

This table contains one record for each application visited by a call. For example, if a call hastransferred from one application to another one, the call with the same CallGUID will have twosession records.


The unique id of aVXML applicationsession

Yes (Primary Key,Composite SessionID,CallStartDate)

Noint8SessionID


Yes (second field inPrimary Key andComposite indexes)

NodateCallStartDate

The name of thesession assigned byVXML Server

NoNonvarchar(96)SessionName



Nochar(35)CallGUID

Date and time whensession starts

YesNodatetimeStartDateTime

The name of theVXML application

YesNonvarchar(51)AppName


72


Table Definitions


The mechanism usedto end the applicationvisit

NoYesintEventTypeID

The reason that theapplication visit ended

NoYesintCauseID

The end date and timeof the session

NoYesdatetimeEndDateTime

The name of theapplication thattransferred to this one

NoYesnvarchar(51)SourceAppName



The duration of thesession (seconds)

NoYesintDuration

The name of theVXML Service

NoNovarchar(41)SubSystemName






VXMLSessionVariable Table

This table contains one record for each instance of a session variable. For example, if the samesession variable was modified once in an application script during a call, there will be twoseparate records, one for its initial value when it was created and another for the updated value.


The unique id of anIVR applicationsession


Noint8SessionID

The identifier of theelement in which the


Noint8ElementID

session variablechanges


Yes (second field inComposite indexes)

NodateCallStartDate

The name of thesession variable thatwas exited


The value of thesession variable



73


Table Definitions


The type of action fora session variable thatchanges data

NoNointActionTypeID

Date and time when thesession variablechanged


The data type of thesession variable, such

NoNointVarDataTypeID

as Integer, String,Boolean






Indicates whether thissession variable change

NoNobooleanFromICM

originated fromUnified ICME;Informix stores thesevalues as 1 or 0, butrepresents these valuesas 't' or 'f'

VXMLVoiceInteractDetail Table




Noint8ElementID



NodateCallStartDate

Time since the lastinteraction

NoNointElapsedTimeMillisecond

Type of interactionNoNointVoiceActionTypeID

Value of interactionNoYesnvarchar(255)Value




74


Table Definitions

Reporting Against the DatabaseUnified CVP does not provide a native reporting engine. A third-party reporting engine, suchas Crystal Reports, can be used to generate various reports against the predefined Unified CVPdatabase schema. Unified CVP does provide, as examples, a few sample report templates. Thischapter discusses the various sample report templates.

Using the Cisco-Provided Sample Report Templates

Unified CVP provides a few sample Crystal Reports templates, as well as the SQL statementsused in the reports. This may make it easier for you to generate customized reports with yourown reporting tools.

Thus, these samples can be used in three ways:

• As is, if you are using Crystal Reports and these templates meet your needs

• As a foundation that you can alter to create Crystal Report templates that better suit yourneeds

• As examples of report templates that you can use to guide you in creating report templatesfor whatever report engine you are using

The templates can be run using Crystal Reports or a Crystal Viewer. Either of these wouldexecute the sample templates to query against the reporting database. The sample reports arebased on data that was generated by sample VoiceXML scripts. These sample scripts are shippedwith the Reporting Server so that you can run the scripts to generate data and then run the samplereports. The SQL statements used by Crystal Reports are also provided.

Note: Sample templates are available on the Cisco Unified CVP Release 4.1(1) Software CD,in a top-level directory called Samples. The templates are installed on the Reporting Server.The sample scripts, and the SQL statements, are also provided in the Samples directory.


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Chapter 6

Unified CVP Call Summary Report

The Reporting Service captures and presents detailed data on every call made to the Call Server.It traces the path of each call through the entire distributed self-service application using uniquecall identifiers, the various applications (and/or system components) that a particular call visited,when the applications (and/or system components) were visited, and the total number of callsthat the Call Server was processing at that time.

Table 10: Unified CVP Call Summary Report

Total

Transfers

Num

Apps

Visited

Num

Errors

Num

Time Out

DNISANICall

Duration

TimeStart

Date

CallGUIDCall

Num

01003110190190190500:40:4511/30/200628CD4191-7F6C11DB-

1

A6EF0014-6944B976

01003110190190190500:40:4711/30/20062A288BE4-7F6C11DB-

2

A6F00014-6944B976

01003110191191191500:40:4811/30/20062AC38680-7F6C11DB-

3

900D0014-6944B962

01003110190190190500:40:5011/30/20062BF25095-7F6C11DB-

4

A6F10014-6944B976

100080014310011140:40:5011/30/20062BFA1D3C-7F6C11DB-

5

82AB0014-6944B8CC

01003110191191191500:40:5111/30/20062C61F58D-7F6C11DB-

6

900E0014-6944B962

2100800143100111300:40:5311/30/20062D685567-7F6C11DB-

7

82AC0014-6944B8CC

01003110190190190500:40:5311/30/20062DBC1546-7F6C11DB-

8

A6F20014-6944B976


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Chapter 6: - Reporting Against the Database


Total

Transfers

Num

Apps

Visited

Num

Errors

Num

Time Out

DNISANICall

Duration

TimeStart

Date

CallGUIDCall

Num

01003110191191191500:40:5411/30/20062E2D8EB6-7F6C11DB-

9

900F0014-6944B962

Unified CVP Application Summary Report

To measure the overall effectiveness of various self-service applications, the application summaryreport displays the core application data.

Table 11: Unified CVP Application Summary Report

Caller AbandonHandledOfferedGroup Name

1,6203,248,2813,276,239Reporting GD DTMF 60sec

Unified CVP VXML Element By Call Report

Customers who deploy self-service applications need a report that tracks a call's path throughVXML elements. This report is used to debug and monitor VXML applications after they aredeployed.

Table 12: Unified CVP VXML Element By Call Report

Element TypeElement Exit TimeElement Enter TimeElement Name

Subdialog Start1:11:53 am1:11:53 amSubdialog Start 01

Start1:11:53 am1:11:53 amstart

ReqICMLabel1:11:54 am1:11:53 amReqICMLabel

ElementFlag1:11:54 am1:11:54 amFlag Done

Voice1:11:54 am1:11:54 amAudio Exit

Voice1:11:54 am1:11:54 amAudio ValidLabel

Subdialog Return1:11:54 am1:11:54 amSubdialog Return 01

End1:12:43 am1:12:43 amend

Unified CVP and Unified ICME Report

Customers who deploy self-service applications with their Unified ICME or Unified CCE systemneed a report that will track the details of this system as well as Unified CVP details. CrystalReports can join data from more than one ODBC connection. In particular, Crystal Reportsfunctionality allows you to select two data sources (in this case, one from Unified CVP Informixtables and one from Microsoft SQL Server tables) and create a join report.


77

Chapter 6: Reporting Against the Database


The report discussed here is designed to only return data from one call at a time. The user isprompted to enter the RouterCallKey and the RouterCallKeyDay when launching the report.All of the Unified ICME data originates from the Termination_Call_Detail table. This is a verylarge table and the report must do a sequential scan to retrieve the data as the RouterCallKeyand the RouterCallKeyDay are not indexed columns. To minimize the effect on the HDS youshould run the report during off-hours, or run against an HDS that does not support concurrentreporting users.

Table 13: CallGUID: F772B308-0808927

NumberApps

Visited

DNISANIRouter CallKeyRouter

CallKeyDay

End Date TimeStart DateTime

0830555893197893600003121591207/5/20062:30:23PM

7/5/20062:28:23PM

Table 14: CallGUID: F772B308-0808927

Answered Within

ServiceLevel

Agent Skill

TargetID

Service Skill

TargetID

CallTypeIDDateTimeTCD Record

NNoneNone50017/5/20062:39:23PM

1

N5002500150017/5/20062:30:23PM

2

Running Crystal Reports Templates

To run Crystal Reports templates, you must replace the ODBC connection with a localconnection. Do not install a reporting package on the Reporting Server. Select a machine thatis not used by Unified CVP to develop and launch reports.

Caution: These steps are only intended for advanced users. More complete documentationis installed with the Crystal reporting product. If you are unfamiliar with how to set upand configure ODBC connections, please refer to the Crystal Reports documentation.

To change a template's ODBC connection, perform the following steps:

1. Install Crystal Reports or a Crystal Viewer.

2. Install the Informix ODBC driver, which is included in the CSDK installer. The driver isalso available on the IBM web site.

3. Configure an ODBC connection to point to the Unified CVP Informix Server. Configurea SQL Server connection to an HDS if required.

4. Open the template in Crystal Reports.

5. From the Database menu, choose Set Data Source Location.

6. In the Replace with window, perform the following steps to open a connection:


78



– Create New Connection, select ODBC

– Select the Unified CVP connection that you configured in Step 3, and click Next.

– Enter the password for the database, and click Finish

– Drill down in to the database instance by selecting the instance name(cvp_db__hostname), the database (cvp_data), and the database administrator(cvp_dbadmin) tables

– In the Current Data Source window, replace each table that is prefaced with at_with the corresponding table removing the t_

– Click Update

– Some reports have custom SQL. Custom SQL statements are named Command*;use the Add Command entry under the database instance to update customstatements. Right-click on the Current command, select View, and copy the SQLquery; then enter it in the New Command when prompted

– Repeat the preceding steps for the HDS connection if required; with Unified ICME,both the current and replace tables are prefaced with a t_

7. Refresh the report.


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Chapter 6: Reporting Against the Database



80



Reporting Best PracticesThis section contains the following topics:

• CPU Intensive Reports, page 81• Filtering Data to be Stored in the Database, page 82• ECC Variable Security, page 82• Writing Efficient SQL when Creating Reports, page 83• Database Sizing Issues, page 83• Database Backup and Recovery, page 84• Only Use Reporting Users when Querying the Database, page 84• Informix, Operating System Time, and Local Time, page 84• Assuring Accurate Time Stamps for Reporting and Logging, page 84• Passwords, page 84• Joining Data with an ICM HDS Database, page 85• Joining Unified CVP and SQL Server Data, page 85• Reporting Isolation Level, page 85• Database Retention Settings, page 85• Purge and Backup Database Maintenance Tasks, page 85• Zero Duration Calls and Writing Reports, page 86

CPU Intensive Reports

Do not run CPU intensive reports off the database while the database is receiving data.

Note: Reports become more CPU intensive as the complexity associated with producing thereport from the information available in the database increases. There is no sharp dividing linebetween intensive and non-intensive reports. The system performance must remain within theguidelines defined in the Cisco Unified Customer Voice Portal (CVP) Release 4.0 SolutionReference Network Design (SRND) document.


81

Chapter 7

Filtering Data to be Stored in the Database

Users can reduce the data generated by means of data filters (for VXML Server applicationdetail data filtering, see Chapter 4, "Configuring the VXML Server for Reporting" (page 43)).Either adding more exclusive filters, or using fewer inclusive filters, would cut down on theamount of data stored.

ECC Variable Security

Unified CVP offers administrators the ability to choose not to persist sensitive ECC data in thedatabase. Users define ECC variables in Unified ICME and by default they are not persisted inthe Unified CVP database.

The Caller_input and FromExtVXML ECC variables are subject to many application-dependentuses. For security purposes, flag these two variables as not persistent in Unified ICME 7.1(1).If there is anything in them that must be stored, the routing script can copy the data to anappropriate variable for storage in the database.

Additionally, the VXML Server allows you to filter out sensitive data, see Chapter 4,"Configuring the VXML Server for Reporting" (page 43).


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Chapter 7: - Reporting Best Practices

Filtering Data to be Stored in the Database

Writing Efficient SQL when Creating Reports

The following guidelines should be kept in mind.

• When writing SQL, developers must organize their WHERE clauses and put the mostimportant join first. The most important join is the one that will reduce the size of the datasetto the least amount of rows.

• Reports must be written so that every field in the WHERE and ORDER BY clauses uses anindexed field.

• The second column in a composite index should never be used in a JOIN statement withoutthe first column.

• Engineers writing database code should treat database, table, and column names as casesensitive, even though the current database is case insensitive, to ensure that the applicationis portable.

• Many operations hold database locks; therefore, reports should use a wait time of 30 seconds,if possible.

• Reports and SQL queries should set Isolation level to dirty read. This is much more efficientfor the database as it utilizes Informix Virtual shared memory instead of the resident memoryportion of shared memory.

• Do not ever set isolation level to repeatable read.

• Do not ever write a SQL statement that selects into temp without specifying the 'no log'option.

• The internal ID generator limits the amount of total VXML subsystems to 8,000 perdeployment.

Database Sizing Issues

See the discussion in "Data Retention" (page 10). Also see the Planning Guide for Cisco UnifiedCustomer Voice Portal and the Cisco Unified Customer Voice Portal (CVP) Release 4.0 SolutionReference Network Design (SRND) document.


83

Chapter 7: Reporting Best Practices

Writing Efficient SQL when Creating Reports

Database Backup and Recovery

Issues to keep in mind are:

• Managing your backup strategy

• Turning off Reporting Server when doing database recovery

These are discussed in "Database Backup" (page 12) and "Database Recovery" (page 14).

Only Use Reporting Users when Querying the Database

In the interests of security, allow only reporting users to generate reports.

Informix, Operating System Time, and Local Time

Informix only displays a datetime that corresponds to the same time zone as the Informix serveroperating system's time zone. As a result, two items must be kept in mind:

• If you wish a datetime to be displayed for a time zone other than that of the Informix serveroperating system, you must use reporting tools or SQL tools (for example, those availablewith Crystal Reports or Java) to do this.

• If, in your system, you are using more than one Informix server for Unified CVP reporting,it is best if all such server OSs are set to the same time zone. This helps avoid confusion.

Assuring Accurate Time Stamps for Reporting and Logging

Unified CVP components do not themselves synchronize machine times. However, customersmust provide a cross-component time synchronization mechanism, such as NTP, to ensureaccurate time stamps for reporting and logging.

Passwords

Note: Passwords on the Reporting Server must be created as part of the Unified CVP installationor by means of the Operations Console. Updating of passwords must be done via the OperationsConsole. Do not use any other means to create or update passwords.

Reporting passwords are subject to both the Unified CVP password policy and the passwordpolicy enforced by the operating system of the computer on which the Reporting Server resides.


84


Database Backup and Recovery

For each aspect of the password, the Reporting password must meet the requirement of the morerestrictive policy.

Joining Data with an ICM HDS Database

Joining Unified CVP and Unified ICME data can be a very expensive operation on the UnifiedICME system. To minimize performance impacts on an HDS system, use one of the followingstrategies:

• Dedicate an HDS for these reports

• Query an HDS when Unified ICME reporting users are not running reports

Joining Unified CVP and SQL Server Data

To join data from a SQL Server Database and an Informix Database one must use a reportingtool that supports the ability to join data from two heterogeneous databases.

Reporting Isolation Level

Reporting clients should never run with an isolation level of repeatable read as this could holdlocks and prevent updates to the data.

Database Retention Settings

Ensure that the database is sized conservatively so that it never needs to emergency purge.

Purge and Backup Database Maintenance Tasks

The database backup and purge maintenance tasks are created as Windows Scheduled Tasks,and can be viewed in the Scheduled Tasks window (Start > Programs > Accessories > SystemTools > Scheduled Tasks). These jobs log in as SYSTEM.

If the CVPDBNightlyPurge and CVPDBMidDayPurge tasks do not run, then the database willnot be purged and will eventually become full, resulting in data loss.

If the CVPDBBackup task does not run the database will not be backed up.

Periodically, you should check the Scheduled Tasks to ensure the Last Run Time was as expectedand there are no status messages.


85

Chapter 7: Reporting Best Practices

Joining Data with an ICM HDS Database

Zero Duration Calls and Writing Reports

On occasion, messages are dropped—even for an otherwise successful call. In such cases,EndDateTime is set to the same value as StartDateTime. Thus, if a call appears to be of 0duration, report writers will know to exclude such a call from consideration in cases where itwould otherwise skew metrics.


86


Zero Duration Calls and Writing Reports

Index

ActionTypeRef table....55

analytics engine....53

application summary report....77

application user....15

backups....5, 9, 12, 84, 85

cancelling for Reporting Server....28

retries....13

running for Reporting Server....27

before you begin tasks

adding a reporting server....18

adding a VXML Server....43

deleting a Reporting Server....37

editing a VXML Server....45

best practices....81

bulk file transfer

license files....51

script files....51

call

zero duration....86

Call category....12

Call Event category....12

CallEvent table....57

CallICMInfo table....58

Call Server....6

downloading Log Messages XML file....34

uploading Log Messages XML file....33

call summary report....76

Call table....55

CauseRef table....58

configuration tabs

Reporting Server general information....19

Reporting Server Infrastructure Tab....21

Reporting Server reporting properties....20

VXML Server....47

VXML Server properties....46

CPU intensive reports....81

Crystal Reports....7, 53, 75, 78

cvp_dbadmin....15

cvp_dbuser....15

CVPDataRetention table....61

CVPDateTrap table....61

CVPDBSpaceUsed table....61

CVPDBVersion table....62

CVPLogMessages.properties file

editing....35

CVPLogMessages.xml file

editing....35

CVPLog table....62

CVPPartitionInfo table....62

CVPPartitionParameters table....63

CVPPurgeList table....63

database....5, 53

multiple....6

sizing....83, 85

viewing details....31

database administrator....15

database backup (see backups)....12

database connection failure....16

database purge (see purging)....10

database recovery....14, 84

database restore....14

database schema....5, 53

database tables....54

database users (see users)....15

data categories....12

data filtering....82

data retention....10, 61, 85


Index 87

Index

default number of days....30

destination

log messages....35

device pools

adding or removing a device....41

device statistics

Reporting Server....39

ECC variable....65, 82

ElementTypeRef table....63

emergency purge (see purging)....10

Entity-Relationship diagram....54

ER diagram....54

events

severity levels for....35

EventTypeRef table....64

failure

database connection....16


filtering data....82

filters for reporting

VXML Server....48

generating reports....84

HDS....78, 85

IBM Informix Dynamic Server database (see Informix)..5

ICM....58

ICM Service....6

IDS (see Informix)....5

informix....15

Informix database (see database)....5

Informix user

changing password....24

instance owner....15

isolation level....85

IVR Service....6

join report....77, 85

license files

transferring multiple files....51

log messages

CVPLogMessages.xml....35

Operations Console....9

OutgoingECCVariable table....65

passwords....9

changing reporting database user....24

policies....84

purging....5, 9, 10, 85

emergency....10

number of days to retain data....30

retries....13

purging data....29

querying the database....84

recovery....14

Reporting

configuring Reporting Server....17

reporting database

changing user passwords....24

reporting engine....7, 53, 75

reporting filters

for VXML Server....47

Reporting Server....5, 6

adding....18

adding reporting users....25

cancelling backups....28

changing a reporting user's password....26

changing reporting database user password....24

configuring....17

configuring properties....20

deleting....37


editing....23


Index 88

Index

failure....16

finding....40

general configuration settings....19

infrastructure settings....21

prerequisites for adding....18

prerequisites for deleting....37

removing reporting users....27

running backups....27

running purge....29

statistics....38

uploading Log Messages XMLfile....33

viewing database details....31

viewing statistics....39

Reporting Service....5, 6

reporting users....15

adding....25

changing passwords....26

removing....27

reports

generating....84

report templates....75

resolution

log messages....35

resource properties file

editing....35

restore....14

ResultRef table....65

retries

backup and purge....13

sample report templates....75

schema (see database schema)....5

script files

transferring multiple files....51

severity

log messages....35

of events....35

SIP Service....6

sizing....83, 85

SQL

writing....83

statistics


SubSystemTypeRef table....66

templates....75

time

local....84

stamps....84

system....84

Unified CVP database administrator


Unified CVP user


Unified ICME....78, 85

UserInputModeRef table....66

users....15

adding reporting....25

application user....15

database administrator....15

instance owner....15

reporting user....15

VarDataTypeRef table....67

VoiceActionTypeRef table....67

VoiceML Element Detail category....12

VoiceXML ECC Variable category....12

VoiceXML Element category....12

VoiceXML Interact Detail category....12

VoiceXML Session category....12

VoiceXML Session Variable category....12

VXML

configuring VXML server for reporting....43


Index 89

Index

VXMLCustomContent table....68

VXML element by call report....77

VXMLElementDetail table....69

VXMLElementFlag table....70

VXMLElement table....68

VXMLError table....71

VXML filters

example wilcards....49

rules....48

VXML Filters

example inclusive and exclusive....49

VXMLHotEvent table....71

VXMLHotLink table....72

VXML Server....6

adding....44

configuration properties....47

configuring for reporting....43

creating reporting filters for....47


editing....45

example filter wildcards....49

example reporting filters....49

filters for reporting....48

general configuration settings....46

prerequisites for adding....43

prerequisites for editing....45

rules for reporing filters....48

transferring Log Messages XML file....33

uploading Log Messages XML file....33

VXMLSession table....72

VXMLSessionVariable table....73

VXMLVoiceInteractDetail table....74

zero duration calls....86


Index 90

Index

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