Deploying CVP Self Service Applications

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					Deploying CVP Self Service Applications

Introduction Prerequisites Requirements Components Used Hardware Components
Software Components Related Products Conventions Background Information Unified CVP
VoiceXML Server CVP VoiceXML Call Studio Configuration Steps Concept Procedure
Network Topology IP Addressing Used CVP Standalone VXML Server Configuration
CVP VXML Call Studio Application Build Process Start of Call CVP Subdialog Start_01
PlaySomething Hangup Deploy The HelloWorld Application VXML and Ingress Gateway
Ingress and VXML GW Configuration


Introduction
This document will cover the design and deployment of CVP Self Service Model by using
CVP Standalone VXML Server and Cisco Unified Call Studio Applications. The document
will also discuss the steps required in configuring these components from a high level.


This document provides information to help engineers and customers (who already
have some knowledge about the Self Service IVR applications, Cisco Unified Contact
Center Enterprise (CUCCE) and Cisco Unified Customer Voice Portal (CUCVP) solutions)
looking to grow the business and to maximize the return of their investment by having very
advanced and quickly deployed SelfService applications.




Prerequisites

Requirements
Cisco recommends that you should have at least basic knowledge of these topics:

      • Cisco Unified Cisco Voice Portal (CUCVP)

      • Cisco Voice Gateways



This document also assumes that you have following components already installed and
basic configuration is already done

      •   CVP VXML Call Studio
      •   CVP VXML Server
      •   CVP VXML Studio license file
      •   CVP VXML Server license file using OAMP



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Deploying CVP Self Service Applications


      • Basic Configuration of ingress Gateway




Components Used
The information in this document was created from the devices in a specific lab environment.
All of the devices used in this document started with a cleared (default) configuration. If your
network is live, make sure that you understand the potential impact of any command.


The information in this document is based on these software and hardware versions used:


Hardware Components
The following list shows the hardware components of the CVP laboratory (LAB) system:


          One Windows 2003 Enterprise Eidition based MCS-7825 server running following CVP components in
          LAB environment
              • CVP VXML Server (VXML Server is bundled with the CVP Server installation DVD/CD)
              • CVP VXML Call Studio
              • Microsoft IIS Web Server (Hosting .wav files to be played)

          One Cisco 3725 Router
              • Ingress PSTN Gateway
              • VXML Gateway

      • PSTN Simulator (CUCME gateway with cross over T1 PRI cable connected to CVP VXML Gateway could
        be used)




Software Components
The following major software versions were used

      •   Cisco IOS Software Releases 12.4(15)T1 Advance Enterprise Feature Set on CVP VXML Gateway
      •   Cisco Unified CVP version 7.0(1)
      •   Cisco Unified Call Studio version 7.0(1)
      •   CVP VXML Server version 7.0(1) (bundled with the CVP installation)




Related Products
This configuration can also be used in conjunction with the following solutions.



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Deploying CVP Self Service Applications


      • Cisco Unified Contact Center Enterprise (CU CCE) based solutions
      • Cisco Unified Intelligent Contact Management (CU ICM) based solution
      • Cisco Unified Customer Voice Portal (CU CVP) based Standalone IVR solutions




Conventions


Refer to Technical Tips Conventions for more information on document conventions.


Background Information

Unified CVP VoiceXML Server
Unified CVP VoiceXML Server executes complex IVR applications by exchanging VoiceXML
pages with the VoiceXML gateway's built-in voice browser. Like almost all other Unified
CVP product components, it runs within a Java 2 Enterprise Edition (J2EE) application
server environment such as Tomcat or WebSphere, and many customers add their own
custom-built or off-the-shelf J2EE components to interact with back-end hosts and services.
VoiceXML Server applications are written using VoiceXML Studio and are deployed to
the VoiceXML Server for execution. There are two very common ways in which these
applications can be used.


The applications could be invoked on an as-needed basis by a special microapplication
which must be executed from within the Unified ICME routing script. VoiceXML Server can
also be deployed in a Standalone configuration that does not include any Unified ICME
components. In this model, applications are invoked as a direct result of calls arriving in the
VoiceXML gateway This document only shows the deployment steps for the second option
mentioned above.


CVP VoiceXML Call Studio
This component is the service creation environment (script editor) for VoiceXML Server
applications. It is based on the open source Eclipse framework, and it provides advanced
drag-and-drop graphical editing as well as the ability to insert vendor-supplied and
custom-developed plug-ins that enable applications to interact with other services in the
network. VoiceXML Call Studio is essentially an offline tool whose only interaction with
the VoiceXMLServer is to deliver compiled applications and plugged-in components for
execution.



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Deploying CVP Self Service Applications




For this document the Unified CVP VoiceXML Server, Unified CVP VoiceXML Call Studio,
CVP Call Server and the Media Server are residing on the same server. This type of scheme
is only supported for Laboratory (LAB) or POC (Proof of Concept) type of environments.




Configuration Steps

Concept
A customer would dial a Contact Center pilot # and will reach to a self service application
that is configured using Call Studio. The VXML Gateway will receive the request and will
contact VXML Server. VXML Server will return some VXML pages and the VXML Browser
inside the Cisco IOS will render the web pages and will present it to the customer. These
SelfService Applications could be very basic or they could be very complex applications that
could connect to backend Database servers for record retrival and query purporses.


For this document a very basic HelloWorld application was created and the cocepts are
demonstrated.


Procedure
Complete these steps:

      1. Configure basic components in OAMP configuration for Stand alone VXML Server
      2. Create a Studio VXML Application
      3. Configure VXML and Ingress Gateway for the application handling



Network Topology
A co-located CVP VXML Server, Operations Console Server and CVP Call Studio (Audium).


Note that this is not a supported configuration in a live environment. Unified Call Studio
is only supported on Windows XP or Windows Vista operating systems. Check the CVP
Hardware and Software Specification for latest details




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Deploying CVP Self Service Applications




IP Addressing Used
Component Name IP Address CVP VXML Server                          192.168.93.3 CVP Operations
Console   192.168.93.3 CVP-VXML-GW                             192.168.93.1




CVP Standalone VXML Server Configuration
Before moving on, there are few things to notice regarding CVP VXML Server and the
terminologies used


      • Voice Browser (VB) some times also referred to as VXML Browser
      • VXML Browser is basically a component build into Cisco IOS VXML Gateway code
      • Cisco IOS VXML Gateway browse VXML pages from CVP VXML Server (very similar in concept where
        FireFox Web browser browse HTML pages from an Apache web server)
      • Every communication process between the VXML browser and Voice Application has to be initiated by the
        VXML browser as a request to the VXML server.



In CVP Operation Console browser, under the Device Management section, select the
VXML Standalone Server option




Enter the values in the CVP VXML Server (standalone) fields as mentioned in the following
diagram



Once the configuration is done, it will show as “configured” in the listing, as
mentioned in the following diagram.



Notice that since it is a standalone vxml server deployment, there is no need to activate ICM,
IVR, SIP or H.323 services under the CVP Call Server Configuration options.


Make sure that VXML services are running, as mentioned in the services pages.




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Deploying CVP Self Service Applications


If all the configurations are done correctly, you will notice that in the Control
Center – Network Map, VXML Server is in UP state.


If you added the Call Server as part of CVP installation, it will show as not reachable which
is normal because so far only standalone VXML Server is configured.




CVP VXML Call Studio Application Build Process
The goal of this Application is to allow you to make a phone call into the HelloWorld CVP
VXML Call Studio Application. The dynamic VXML application will paly a basic prompt and
call will be cleared.


Launch the CVP VXML Call Studio application and create a VXML Call Studio Application by
selecting

File --> New --> Call Studio Project


Specify a project name which in our case is HelloWorld. Notice that it is case sensitive. After
clicking next, you will see General Settings option like mentioned in the following diagram.


Session timeout default setting was changed to 5 min. In the VoiceXML Gateway option,
Cisco Unified CVP4.1/7.0 is selected. There is no significance of selecting Nuance here
because we are not using and TTS/ASR server.


By default under the Loggers section there are five logs but for this setup CVPDatafeedLog
and CVPSNMPLog were removed from the project. Customer would need to make
adjustments based on their requirements in the live contact center or IVR deployments.


The next option is for the audio settings. For this section, default options were selected.


Endpoint Settings is the next option and default settings were selected.


After End point setting, for the Root Doc. select the default options and click next.




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Deploying CVP Self Service Applications


Next click finish to complete the properties. In the navigator panel on the left, you will see
the HelloWorld project for you. You can see it in the Navigator panel as shown in the below
diagram


Now you can create an application as shown in the following diagram.



Now we will discuss each element in order. #


Start of Call
This element is automatically populated when you first create a brand new application.
There is no configuration required for this part.


CVP Subdialog Start_01
This element doesn’t require any settings to be modified.


PlaySomething
Is basically an audio element that is renamed to “PlaySomething”. This is the
important element that needs to be modified. Under the Audio setting, in the
element configuration tab, navigate to Audio Groups à Initial à Audio Item 1 and
select the options as mentioned in the following diagram.

Since we are using Microsoft IIS for hosting .wav files, we have specified the complete URI
or the path for the .wav file. This path can be verified by putting it into any web browser and
the browser should launch the appropriate application (like Windows Media Player) to play
the .wav file.



Hangup
No configuration is required for this element




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Deploying CVP Self Service Applications




Deploy The HelloWorld Application
Now the next step is to deploy the HelloWorld application. Right lick to the HelloWorld in
navigator pannel and it will show you a list of options.


Select the Deploy option from the list.


When you click deploy, the CVP Call Studio will ask for the folder name. Since both CVP
Call Studio and VXML server are co-located on the same box, the local folder name will be
specified. The location of it is important and the project should be saved into C:\Cisco\CVP
\VXMLServer



Once the HelloWorld project is saved, it will be saved automatically under the
“applications” directory by the name of “HelloWorld”. And there will be more sub-
folders created.


As already mentioned that you need to make sure that your audio HTTP medial server is
already configured to play .wav files. For more information on setting up one, please check
the following URL


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/
customer_voice_portal/srnd/7x/cvp_mdia.html


The best way to test whether your media server is appropriately serving the media files is
to use a regular web browser such as Internet Explorer and specify the URL of a prompt on
the media server, such as http://192.168.93.3/en-us/sys/1.wav. Your web browser should be
able to download and play the .wav file without any authentication required.


VXML and Ingress Gateway
In this setup, one router/gateway is used as an ingress as well as VXML gateway.
Notice that due to VXML compatibility issues, all Cisco IOS versions are not
approved. In this lab setup c3725-adventerprisek9-mz.124-15.T1.bin is used.
For latest and complete CVP Hardware Software compatibilty list (also known



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Deploying CVP Self Service Applications


as BOM) please check the web page titled “Hardware and System Software
Specification for Cisco Unified Customer Voice Portal (Unified CVP)”


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/
customer_voice_portal/cvp7_0/reference/guide/cvp70bom.pdf


Now using the Unified CVP Operation Console, copy following files to VXML Gateway flash
memory

      •   bootstrap.tcl
      •   bootstrap.vxml
      •   cvperror.tcl
      •   CVPSelfService.tcl
      •   CVPSelfServiceBootstrap.vxml
      •   survivability.tcl
      •   handoff.tcl
      •   ringtone.tcl
      •   recovery.vxml

The next step is to configure the ingress/VXML Gateway to support the incoming calls to
the contact center. Following are the steps that happen when a customer dials the contact
center main number.


      • Customer dials 5417641001 which the Contact Center’s main number for HelloWorld Self
        Service Application
      • Call matches the incoming POTS dial-peer 3
      • POTS dial-peer 3 invokes the HelloWorld application
      • VXML GW initiate the connection with the stand alone VXML Server
      • VXML Server sends the HelloWorld VXML pages to the VXML GW (which is also a VXML Browser)
      • VXML GW renders the web pages for the caller and caller heard an audio welcome message
      • After playing the message call hangs up




Ingress and VXML GW Configuration

!version 12.4service timestamps debug datetime msecservice timestamps log datetime msecno service password-encryption!hostna




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