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Customer Voice Portal: Planning,
Designing and Troubleshooting

Selim Budakoğlu – Solution Architect EMEAR CX CoE
TECCT-2022
Keeping CVP at the Solution Level mindset
Creating
Competitive
Advantage
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Agenda
• Part 1: Architecture & Overview • Part 4: Troubleshooting
• Unified CVP Overview • Strategies
• Components & Functional models • The Switch Leg & VRU Leg
• Unified CVP Roadmap • Fault Isolation
• Call Servers
• Part 2: Planning & Design
• IOS Gateways
• Platform Virtualization
• CUSP
• Solution Sizing
• Media Files
• Geographic Models
• ICM Integration
• Edge Queuing Techniques
• Use Cases
• Part 3: High Availability
• Part 5: Upgrading CVP
• Strategies with SIP & CUSP
• Gateways, Servers, & Load Balancers • Q&A
• Survivability
Session Overview
• Fundamentals of planning and designing a Cisco Unified Customer Voice Portal
(CVP) deployment.
• Details of various functional deployment models with their call flows, design
details and case studies.
• This is an intermediate to advanced level session.
• Some familiarity with Cisco Contact Center Enterprise products is required.
• Have a question? Please ask it! This is meant to be an interactive session.
About the Presenter
• Selim Budakoğlu
• Advanced Services, EMEAR Connected
Experience Team
• Collaboration Solution Architect
• Collaboration Application Development &
Integration (CADI) Team Leader
• Over 10 years with UCCE
• 15+ years in software development
Architecture & Overview &
Roadmap
Unified CVP Overview & Roadmap
“A Solution Level Mindset”

Main Features: Service Creation
• CVP Call Studio

– Easy to use, yet flexible
– Vibrant user community
• Micro-applications
– queuing
<vxml version="2.0”>
<form id="form-record">
<record name="greeting" beep="true“>
<prompt>
Please record your greeting.
</prompt>
Main Features: Queuing at the Edge
Long
Distance
Carrier
Local
Exchange Local
Carrier Exchange
Carrier
VoiceXML
Voice
Datacenter Contact Center
VoiceXML 
Branch Office Branch Office
WAN
The Four Pillars of the CVP Solution
Customers Agents
CVP
CVP IOS ICM UCM
IOS UCM ICM
Unified CVP Roadmap
CVP 11.0 CVP 11.5 Future
Available Today Available Today
 Studio Enhancement  New Virtualized Voice Browser  SSO – Admin

 Local Variables  Network Based Recording support  VOS
 Enhanced Database element for CVP and CCE calls  Certification for TCL HA in CUBE
 Variable Manipulations during  CVP scalability improvements:  vCUBE certification
debugging  3000 calls receiving voice  Scaling secured connections
 Multi-app debugging treatment or connected to agent (https)
 REST API integration  SIP enhancements  Courtesy Callback enhancement
 Usability Enhancement  G.729 Certification  SRTP
 Platform upgrade  JRE 1.7 64-bit JVM, allowing larger  Reporting Server enhancement
 Windows 2012 custom applications  Studio enhancements
 Informix 12.10  Global Session ID support  IPv6 server side support
 SME certification with CVP
 IPv6 Endpoints
 Support for 44xx gateway,
Virtualized CUSP
 Context Service enabled
Architecture & Overview
CVP Components

CVP Solution: High Level Call Flow -IP PBX
-Cisco IOS Gateway -Phone Control
13
-Terminates SIP or TDM
-If SIP, then CUBE Agent UCM
-”Pivot Point” 11
12
14
3
2 4
1 7
8
Ingress 10 5
CVP Call
Server ICM
Caller
6
TDM or SIP
9
-Call Center routing
-Cisco IOS Gateway
-”Logical Ports” -Business logic
-Voice Browser
- Call Control -Agent Management
-IVR RTP Termination
VXML GW - Call / VXML Media
HTTP GED.125 SIP JTAPI

TECCCT-2022
RTP
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
CVP Solution: The Bigger Picture
Agent
UCM
Caller
TDM or SIP
Call Server
PG
SIP SS
CUSP ICM SS
Ingress IVR SS
ICM
Media Server
VXML Server CVP Reporting
VXML GW Load
Balancer
ASR / TTS Ops Console 14
TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
CVP: Beyond 11
Virtualized Voice Browser UCM
Agent
Call Server
SIP SS
ICM SS
Ingress IVR SS
ICM
Caller Media Server
TDM or SIP
VXML Server
VXML
VM Voice GW (IOS)
Browser
Architecture & Overview
CVP Functional Deployment Models

CVP Functional Deployment Models
• VXML Server Standalone (optionally with ICM Lookup)
• Automated Self Service IVR, no queuing, limited call control, no formal agent
• Call Director
• IP-enabled or TDM ACDs, TDM migration to IP, On-Net routing & transfer. Save $$
• VRU-only
• IVR and queuing. Call control via SS7.
• Comprehensive
• Pure IP-based contact center, IVR, call control, queuing
• Video Call Flows
• Basic Video - Audio-only IVR, call control, queuing, video agent
• Video in Queue – Full Video and RTP support
Functional Model: Standalone
SIP HTTP
Ingress VXML GW CVP VXML

Caller
TDM or SIP Server
1. Incoming call (TDM or SIP) 2. HTTP / VoiceXML Documents 3. Media files
Functional Model: Standalone 11.X
• Terminates calls independently of UC Manager and ICM

• Remotely distributed call delivery and IVR served by centralized applications
avoids media across WAN
• For advanced speech applications allowing customization and element
reusability
• Back-end integration flexibility (e.g. Database, REST, etc.)
• Use with TDM or SIP termination
• Basic Transfers (no queuing)
Functional Model: Standalone with ICM
SIP HTTP
Ingress VXML GW CVP VXML

Caller ICM
TDM or SIP Server
1. Incoming call (TDM or 2. HTTP / VoiceXML Documents 4. Query

SIP) 3. Media files
Functional Model: Standalone with ICM Lookup
• Typical application is to query the ICM only when the caller opts out to an agent
• ICM Lookup can return a Translation Route label which CVP standalone could
SIP REFER back into a CVP Comprehensive farm
• CVP Standalone with ICM Lookup cannot process an *incoming* Translation
Route label
SIP
Functional Model: Comprehensive GED-125
RTP
HTTP
5. SIP INVITE UCM
Agent
8. SIP INVITE
VXML GW 4. Connect to VRU
6. HTTP / VoiceXML 7. Connect to Agent

Documents
Caller Ingress CVP Call

TDM or SIP Server ICM
1. Incoming Call Leg
(SIP or TDM)
2. SIP INVITE 3. GED-125 New Call
Functional Model: Comprehensive
• IVR, call control, and queuing
• ICM keeps track of agents, call queues, etc.
• VXML Session: VXML GW to Call Server (IVR Service) or VXML Server
Required Components Optional Components

• Ingress Voice Gateway • Egress Voice Gateway
• VXML Gateway • Reporting Server
• SIP Proxy (Recommended) • ASR/TTS Server
• CVP Call Server • Supported Load Balancers
• ICM and VRU PG
• CUCM or TDM ACD
Functional Model: Basic Video
• Audio-only IVR, call control, queuing, video agent
• Same call flow as comprehensive SIP
• Supports both audio and video calls
• Video supported with SIP only
• Video enabled endpoints
Functional Model: Basic Video
9
7
Video Agent UCC UCM
10 8
1 2 3
Video
Endpoint Kiosk UCM 6 4
CVP Call
5 Server ICM
VXML GW
HTTP GED.125 SIP JTAPI

TECCCT-2022
RTP
Functional Model: Video in Queue
• ViQ allows a video caller on CUCM to interact through video prompts or
navigate a video menu using DTMF keys.
• Unified Studio is used to script the video prompts using a new VideoConnect
Element
• ViQ can be used for the following solutions:
• Welcome Video Prompt
• Video prompt with DTMF navigation
• Video prompt with DTMF entry
• Video in Queue
• Inbound calls that are video enabled can be
routed to video agents
Functional Model: Video in Queue
10
8
Video Agent UCC UCM
11 9
1 2 3
Video
Endpoint Kiosk UCM 6 4
CVP Call
5 Server ICM
VXML GW MediaSense
HTTP GED.125 SIP JTAPI RTP

Planning & Design
Platform Virtualization

Platform Support
• Virtualized Platforms
• Required for 10.x and above
• No MCS / “bare metal”
• Supported hardware (UCS TRCs)
• Older
o M TRCs - B200 M1 and M2, C210 M2
o XL TRCs – C260 M2, B230 M2
o 2XL TRC – B440 M2
• Latest mid-range C-Series to high end B-Series
o M TRCs – C240 M3S, C220 M3S
o L TRCs – B200 M4, C240 M3S, B200 M3
• Must use Cisco’s OVA files
Operating System Support 11.X
Component CVP 10.x CVP 11.x

CVP Call / VXML / Media
Windows 2008 R2 Windows 2012 R2 Standard
Server
CVP Reporting Server Windows 2008 R2 Windows 2012 R2 Standard
CVP OAMP Windows 2008 R2 Windows 2012 R2 Standard
CVP Voice Browser N/A Cisco VOS

Windows XP
Windows XP
CVP Call Studio Windows 7
Windows 7
Windows 8.1
Components: Gateways
• ISR G1s (18xx, 28xx, 38xx)
• ISR G2s (19xx, 29xx, 39xx, 39xxE)
• AS5350XM & AS5400XM
• ASR1001, ASR1002X, ASR1004, ASR1006
• Next Gen ISR G3s (4xxx) – NO VB!
• IOS / IOS-XE versions
• 15.x (check UCCE Solution Compatibility Matrix!)
Next Gen Gateways – ISR G3 11.X
4451
• High performance gateways
• Runs on IOS-XE
4431
• No VXML Browser
4351
• Supported as Ingress GW
• Certified from CVP 10.x
onwards 4331
4321
Introducing Cisco Virtualized Voice Browser (CVVB)
• Cisco’s new voice browser product as a virtualized offering
• Supported on Cisco® 4000 Series ISRs with Cisco UCS® E-
Series
• ISR G2 to be the last generation of routers supporting VXML
browser on Cisco IOS® Software
• Supported on Cisco UCS servers and spec-based hardware
• Cisco UCS server / Cisco UCS E-Series on ISRs
• Available with Cisco Unified CCE/Packaged CCE 11.5
After 11.0
11.0
Components: SIP Proxy
• Cisco Unified SIP Proxy (CUSP)
• CUPS is no longer supported
• 8.x
• SRE-based
• 9.x vCUSP
• Virtual Machine
• Supports UCS-B, C, and E.
• Increased performance and scalability
Virtualized CUSP 9.x
Platform CPS vCPU vRAM (GB) vDisk (GB)
Cisco UCS Platform 60 CPS 1 4 1 x 80
100 CPS 2 4 1 x 80
200 CPS 4 4 1 x 80
300 CPS 4 4 1 x 80
400 CPS 4 4 1 x 80
Platform CPS vCPU vRAM (GB) vDisk (GB)

Cisco UCS-E Platform 40 CPS 1 4 1 x 80
100 CPS 2 4 1 x 80
200 CPS 4 4 1 x 80
300 CPS 6 4 1 x 80
400 CPS 6 4 1 x 80
Components: Load Balancers
• Load balancers
• Cisco CSS not supported in version 9.x and up
• Cisco ACE (Application Content Engine) is End of Sale and supported for upgrades only
• 3rd Party options
• Should support both SSL offloading and SSL pass-through
• Load balancer High Availability (HA)
• Session stickiness should not be mandatory
• Persistence - cookie-insert
• Round-robin distribution algorithm
Virtualized CVP: Solution Highlights
• VMware ESXi….
• CVP 9.0 supports 4.1, 5.0, 5.1
• CVP 10.0(x) supports 5.0 and 5.1
• CVP 10.5(x) supports 5.1 and 5.5 +
• CVP 11.0(x) supports 5.1 U3, 5.5 U2 and 6.0
• SIP deployments only, no more H.323
+
• Use published OVA templates (cores, memory and disk)
+
• TRC vs. spec-based hardware
• Migration from MCS to UCS it not supported
• NIC teaming
Virtualized CVP: VM Planning & Designing 11.0
• 3rd Party hardware is supported

• Only certain Intel CPUs are supported
with physical core speed 2.50 GHz or higher
• Check VMware’s Hardware Compatibility List +
• http://www.vmware.com/go/hcl
• UCS E-Series Blade Servers +

• What is not supported?
• VM on MCS hardware +
• Cisco UCS Express
• Any 3rd party hardware that doesn’t meet the requirements
Virtualized CVP: VM Planning & Designing (cont.)
• Oversubscription subscription supported for CPU
• Mix of Cisco UC applications and non UC on same blade – OK!
• Mixed environments of physical and virtual servers
• VMware features
• HA: Distribute Application nodes across UCS blades, chassis and sites
3rd part app

servers
Virtualized CVP: VM Templates
Component & Scale vCPU vRAM (GB) vDisk (GB)
Call + VXML + Media (900 Calls or 10 cps) 4 6 1 x 150
Reporting (420 Msg/sec) 4 4 1 x 72
1 x 438
OAMP Server 2 2 1 x 80
Voice Browser 4 8 TBD
Supported VM Templates for UCCE - Example

Component & Scale vCPU vRAM (GB) vDisk (GB)
* ICM Router 8K/ 12K agents 4 8 1 x 80
* ICM Logger 8K/ 12K agents 4 8 1 x 80

1 x 100
* ICM Agent PG 2000 agents 2 6 1 x 80
* ICM VRU(CVP) PG 9600 ports 2 2 1 x 80
* Requires 2 vNICs. All others only require single vNIC.
Virtualized CVP: Basic Rules & Tips
• Migration from a physical (MCS) server to any virtual server (UCS or 3rd party)
server is not supported.
• SRND application-layer guidelines for UCS are *not* same as when on MCS
• Determine quantity or role of CVP nodes. Re-size for VM.
• Private network requirement for VRU PG
• Mixed clusters of bare-metal/MCS and UCS are supported
• Subject to “common sense” rules – e.g. don’t make Primary CVP Call Server less
powerful than Secondary CVP Call Server or vice-versa
Cisco Unified CVP Integration with Context Service
11.0
Social
Media
Chat Email
Phone SMS
Customer
Journey
IVR Retail
Mobile
Web
IoE
Planning & Design
Solution Sizing

CVP Server Sizing
Component Scalability Redundancy HW Platform
11.X or 10.X or 9.0 Call Server 900 SIP ports

+ +
VXML Server 900 VXML ports N+1 to N+N Virtualized
+ or
Media Server 10 cps
Operations Console Virtualized
N/A N/A
Standalone install MCS / Bare metal
1200 SIP ports
Co-Res (SIP, VXML, Media +
Server) 1200 VXML ports N+1 to N+N MCS / Bare metal
Version 9.x Install or
14 cps
Virtualized
VRU PG 9600 ports N+N
MCS / Bare metal
((Self Service) + (Queue and Collect) + Talking) / 900, rounded up

or
(Average call arrival rate) / 10, rounded up
11.0
CVP OVA VM Templates
• CVP 10.x
Component & Scale * vCPU vRAM (GB) vDisk (GB)
Call / VXML / Media (900 Calls, 10 cps) 4 4 1 x 146
Reporting (420 msg/sec) 4 4 1 x 72
1 x 438
Ops Console Server 2 2 1 x 40
• CVP 11.0
Component & Scale * vCPU vRAM (GB) vDisk (GB)
Call / VXML / Media (900 Calls, 10 cps) 4 6 1 x 150
Reporting (420 msg/sec) 4 4 1 x 72
1 x 438
Ops Console Server 2 2 1 x 80
Voice Browser 4 8 TBD
Cisco Unified Border Element Sizing
• CUBE datasheets don’t lay out specific sizing for Contact Center
• Reasoning behind this….
• Average UC call = 7 SIP messages
• Typical Contact Center call = 20 SIP messages
• TCL scripts
• Consider your features
• Agent Greeting?
• Remote Agent?
• Call Recording?
• Be conservative – remember the CPU!
Cisco Unified Border Element Sizing ASR 1004/6 RP2
ASR 1002-X
✔ ✔ ✔
50-150
ASR 1001
50-100
✔
3900E Series ISR-G2 ISR 4451-X
(3925E, 3945E)
20-35
17 3900 Series ISR-G2

(3925, 3945)
✔
CPS
✔
8-12
2900 Series
ISR-G2 (2901,
✔
2911, 2921, 2951)
<5
800/1861 ISR
4 <50 500-600 900-1000 2000-2500 4000 10,000 12K-14K 14-16K

Active Concurrent Voice Calls Capacity
VXML Gateway Sizing 29xx and 39xx are ISR G2
15.0.1M, G.711, basic calls, Ethernet
egress, CPU NTE 75%, VAD is ON
Platform Dedicated VXML GW Voice Gateway + VoiceXML GW

All calls VXML-Controlled; no PSTN interfaces All calls are PSTN calls and all calls are VXML-
present Controlled
DTMF ASR/TTS DTMF ASR/TTS
2801 7 4 5 3
2811 30 20 23 15
2821 48 32 36 25
2851 60 40 45 30
3825 130 85 102 68
3845 160 105 125 83
5400XM 200 135 155 104
2901 12 8 9 6
2911 60 40 47 31
2921 90 60 71 48
2951 120 80 95 64
3925 240 160 190 127
3945 340 228 270 180
3925E 700 470 570 375
3945E 850 570 680 450
29xx and 39xx are ISR G2
15.0.1M, G.711, basic calls, Ethernet
egress, CPU NTE 75%, VAD is ON
VXML Gateway Sizing (cont.)

"You must ensure that the CPU usage is less than 75 percent on average and that adequate memory is
available on Cisco gateways at full load when running external VoiceXML applications.“ –CVP SRND
H.323(old) Method SIP(new) Method

dial-peer voice 1111 voip call threshold global cpu-avg low 70 high 75
translation-profile incoming block call threshold global total-calls low 525 high 550
service vru-leg call treatment on
incoming called-number 111T
tech-prefix 2#
dtmf-relay rtp-nte h245-signal h245-alphanumeric
codec g711ulaw
max-conn 550
fax protocol t38 ls-redundancy 0 hs redundancy 0
fallback none
no vad
CUSP Module Sizing
1.Module capability
SRE Module Max Requests per second
SM-SRE-700-K9 100
SM-SRE-710-K9
SM-SRE-900-K9 200
SM-SRE-910-K9
2. Feature license
SRE License Standard Mode (record route on) RPS Lite Mode (record route off) RPS
FL-CUSP-2 2 5
FL-CUSP-10 10 25
FL-CUSP-30 30 75
FL-CUSP-100 100 450
FL-CUSP-200 200 750
CUSP VM Sizing 11.0
Parameter 100 Requests/sec 200 to 400 Requests/sec

1. VM Resources
vCPU 2 4
RAM 4GB 4GB
Disk 80GB 80GB
2. Feature license
License Standard Mode (record route on) RPS Lite Mode (record route off) RPS
L-CUSP-SL-X X 2.5 * X
L-CUSP-SL-100 100 250
Cisco Unified SIP Proxy Sizing for CVP
• Performance based on 1000 routes / no normalization
• For CUSP sizing purposes, assume each CVP Call uses on average 4 SIP
CUSP requests:
• Ingress Gateway -> CVP Call Server
• CVP Call Server -> VXML Gateway
• CVP Call server -> Ringtone Gateway
• CVP Call server -> CUCM
• Max CUSP CPS rate / 4
Collaboration Sizing Tool
• One tool to size the complete Unified Collaboration System
• Includes sizing options for product releases 8.0(1) – 11.0(1)
• UCM, Prime, UCCE, CVP, IPIVR, IOS Gateway, VXML Gateway, TelePresence, CUIC,
Finesse, CUC, WebEx Meeting Server, CER, MediaSense, etc.
• http://tools.cisco.com/cucst/faces/login.jsp
Planning & Design
Geographic Models

Geographic Models
Single Site
• Advantages
• Simplicity
• Centralized ingress and call control
• Ingress and VXML gateways (should) be deployed
separately
• Dial plan and troubleshooting simplification.
• Avoids the need for edge queuing techniques
• Disadvantages
• Centralized point of failure. Non-flexible recovery
options
• Higher equipment costs
Geographic Models 11.0
Multisite with Centralized Call Processing
• Advantages
• Similar to Single Site advantages
• Terminate calls to local agent branches
• Ingress and VXML on one gateway at branch
locations
• Autonomous capacity flex
• Disadvantages
• Similar to Single Site disadvantages
• WAN failure = device deregistration, loss of call
• Control, queuing, agent state updates, etc.
• Possible transcoding and DSP requirements
Multisite with Distributed Call Processing
• Advantages
• Similar to Multisite with Central Call Processing
• Single site failure redundancy
• Disadvantages
• Significant solution costs due to infrastructure
• Replication
• Physically diverse networks (private and public)
• Primarily to meet UCCE fault tolerance requirements
• Multiple dial plans needed for CUCM clusters
• WAN + codec requirements similar to
multisite Central Call Processing
Clustering over WAN
• Advantages
• Most common deployment
• Combination of centralized and distributed call
processing.
• Fault tolerant and survivability flexible
• More efficient use of hardware resources
• Designed for large enterprises
• Disadvantages
• Similar to Multisite Distributed
• Heaviest dependence on WAN (private and public)
availability
Queuing at the Edge
• If call comes into remote site, it is desirable for the call to be queued at that site.
• CVP “normally” load-balances among all VXML gateways—
not optimal for branch designs
• “Send To Originator” sends the call back to same GW for VXML in SIP
• More edge queuing techniques in the next section …
Call Admission Control
Why Is Call Admission Control (CAC) Needed?
Circuit-Switched Packet-Switched
Networks Networks
IP WAN links LLQ Is Provisioned

PSTN IP WAN for 2 VoIP Calls (Equivalent
to 2 “Virtual” Trunks)
Physical IP WAN No Physical Limitation

Trunks Third Call Link on IP Links.
Rejected 3rd Call Can Go Through,
Call but Voice Quality of All
Router/
PBX STOP Manager Calls Degrades.
Gateway
 Call Admission
Control Blocks 3rd Call
Branch Design Challenge #1
Call Admission Control: The Problem
Plenty of BW
PSTN
Branch A
IP WAN
Headquarters
• From the perspective of CM, the gateways are “behind”
the CVP servers.
Branch B
• CM treats every call as if they came from the same device
(SIP Proxy/CVP) based on source IP.
• Affects: Locations CAC.
Branch Design Challenge #2
Queue at Edge: CAC not an issue until this point
1
3 PSTN
2 Branch A
IP WAN
Headquarters
1. Call received from PSTN. VRU Label sent to CVP.
2. CVP does SIP Proxy lookup to find destination gateway. Branch B
3. One VRU label is used, destination VXML GW could be anywhere!
• For SIP “Send To Originator” causes CVP to transfer back to originating gateway
• With these commands, CAC is not an issue for VXML leg
Location Awareness and Location Based Routing
• Without Location Awareness, You Will Have…..
• Bandwidth miscalculations in CAC with IP originated callers, as well as with any post
transfers from agents.
• Inability to deterministically select a local VXML gateway for VRU treatment at the
branch office during warm transfers from an agent due to no correlation between the
two calls at consult – not location aware!
More on how to solve this in the next section…
Planning & Design
Edge Queuing Techniques

Edge Queuing Techniques
• Send to Originator
• Significant Digits
• Enhanced Location Call Admission Control (ELCAC)
Send To Originator (SIP)
• Simple to configure and troubleshoot using OPs Console configuration
• Requires that the ingress gateway also provide VXML functionality
• SIP Header is checked by CVP SIP service to determine how warm transfer was
initiated, avoiding sending VRU label to CUCM.
• Best Practice: Always build a centralized VXML gateway farm for all transfers
when using this technique
Significant Digits (SIP)
• More difficult to configure, requiring
pre-pending at ingress gateway
• Site Code for VRU leg is pre-pended
• Leg Label at Ingress: 228005551212
22 Site Code for VRU Rest is DNIS for
Handling ICM
• Site Code must also be embedded for any

warm transfers initiated by CUCM, increasing
complexity for CUCM dial plan
• SIP Proxy dial plan must accommodate switch and VRU labels including site
codes
• Best Practice: Always build a centralized VXML router Farm for all transfers
when using this technique.
Enhanced Location CAC (ELCAC)
• CVP gets the location information from CUCM,
associate it to a particular branch gateway and
assign a SiteID.
• CVP has information about all the gateway locations now
• CVP passes the location information in the “Call-Info Header”
(Deterministic Selection of VXML Gateway)
• CVP polls Location information from CUCM,
associates it to a particular branch gateway and
assign a SiteID.
• CVP has information about all the gateway
locations now
• CVP can now select the correct and closest VXML gateway (near to the caller) to queue
the call including warm transfers.
• Saves WAN bandwidth
• Proper SIP proxy configuration is required to route label based on the SiteID information
• Valid for IP originated calls as well
• Best Practice: Preferred method for SIP edge queuing addressing CAC and deterministic
edge queuing for warm transfers. No need for centralized VXML for queuing transfers!)
• CVP 9.x and later supports EL-CAC with Hub and Spoke topology model in
intra-cluster CM Deployments.
• CVP does not support full EL-CAC as does CUCM 9.x
• Supported Functionality includes:
• Hub and Spoke model for branch office deployments
• Bandwidth allocation and CAC for calls within a CM cluster (intra-cluster calls)
• Association of Phantom Location with SIP Trunks
• Non-Supported Functionality includes:
• Association of Shadow Location on inter-cluster trunks
• Complex topology network models including multi-tier, multi-hop topologies
High Availability
Strategies with SIP

SIP Service Basics
• SIP is the preferred protocol for CVP
• SIP provides improved scalability and performance to CVP
• SIP Proxy, DNS SRV or static routes
• SIP packets tagged with proper QoS markings
• CVP supports RFC 2833 (in-band RTP NTE) as well as KPML (OOB SIP-Notify)
for DTMF
• MTP will be allocated if IP phones and SIP trunk on CUCM are not configured
for, or do not support RFC2833
SIP Routing & High Availability
• SIP Routing is the method in which a DN is resolved to an IP
• Also used for load-balancing and redundancy
• Several options available:
A. SIP Proxy
B. DNS SRV
C. Local SRV
D. Static routes
E. Combination of above
• SIP Proxy desirable for significant number of SIP user agents or for complex dial
plan.
• Static routes/local SRV desirable for small deployments with simple dial plan.
• As of CVP 8.0 and later TCP is preferred transport for SIP with CVP. Was UDP
prior to CVP 8.0. TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 73
SIP Algorithm and Routing Priority
• When a label Is received by CVP from ICM......
• Location SiteID (if present) is inserted for Comprehensive call flows before
selecting a destination.
• SigDigits will be added if defined before routing to a destination.
• If SendToOriginator is matched for label, the callers source IP/host is used
ONLY if caller is a Cisco IOS gateway.
• If (use outbound proxy) is set, then use the host of the SIP proxy.
• If local static route is found, then use the destination as SIP URI.
• If local SRV and SIP server group is defined, then destination is determined
dynamically based on SIP element status and priority/weight.
Cisco Unified SIP Proxy
• Prior to 8.5 CUSP requires dedicated chassis and can not co-reside with
VXML/TDM GW. 8.5 and after allows co-residency.
• Redundancy: Two ISR GWs geographically separated
• Double Capacity with the above by using 2 CUSP/ISR
SIP SIP
SIP SIP
V ISR
Ingress GW CUSP
CUCM
SIP Proxy Design: Option 1
• IOS-Based SIP Proxy Site A Site B
• Single module, very fault tolerant

• Cisco Unified SIP Proxy (CUSP) Secondary DialPeers
• Qualified starting in CVP v7.0(2)

• CUCM is no longer required No Static Route Replication
• SIP module hosted on dedicated Cisco Integrated ISR ISR

Service Router (ISR)
Primary SIP Trunk

Primary SIP Trunk
Secondary SIP Trunks
• Redundancy
• Static routes not replicated between sites
CTI Custer Aware
• SIP option pings can be enabled for CVP network
for dynamic CVP state awareness CUCM Publisher CUCM Subscriber
SIP Proxy Design: Option 2 Site A Site B
• IOS-Based SIP Proxy

• Dual module, very fault tolerant Tertiary DialPeer
• Cisco Unified SIP Proxy (CUSP)

• Qualified starting in CVP v7.0(2) No Static
Route
Replication
• CUCM is no longer required

• SIP module hosted on dedicated Cisco Integrated ISR ISR
Service Router (ISR)

• Redundancy Tertiary SIP Trunk
CTI Custer Aware
• Static routes not replicated between sites or between
SIP local SIP Proxies CUCM Publisher CUCM Subscriber
• SIP option pings can be enabled for CVP network

for dynamic CVP state awareness
High Availability
CVP Servers & Gateways

Ingress & VXML Gateways
• Configure SIP Server definition via User Agent resolving to DNS hostname
• Configure multiple SIP Proxy dial-peers with same preference for local proxies.
• Configure multiple SIP Proxy dial-peers with higher preference for remote data
center. (Yes, higher preference is actually less preferred)
• If no SIP proxy server is deployed, setup same dial-peers pointing to Unified
CVP Servers.
• Consider using DNS SRV values resolved via DNS Server
• Consider using DNS SRV values resolved via local static SRV records. (Doesn’t
scale and must exist on ALL ingress gateways)
CVP Call and VXML Servers
• Deploy redundant call servers per data center with sufficient redundant ports
• Note: Redundant CVP port licenses are purchased licenses and live
• Note: Gateway/VXML licenses are “paper only” but must be purchased!
• Configure SIP Server groups for outbound proxy redundancy
• Configure SIP Server groups for dynamic SIP routing and availability
• Configure primary and backup VXML Servers on VXML gateway
• Consider using content load balancers to load balance VXML and Media Server
requests.
SIP Server Group and Dynamic Routing
• OAMP Server Groups replace local SRV manual file creation. srv.xml file still
used under the covers.
• CVP knows the status of the destination before sending SIP INVITE using the
SIP OPTIONS heartbeat feature
CVP SRV (Visual)
Site A Site B
SRV Priority 2 SRV Priority 2
V V
SRV Priority 3
SRV Priority 3
V CTI Custer Aware V
CUCM Publisher CUCM Subscriber
CVP SIP Server Groups Overview
• Adds heartbeat mechanism to endpoints
• Dynamic routing based on active knowledge of endpoint status before sending SIP
invite
• Available In CVP but previously…
• H.323 heartbeat capable through endpoint registration
• SIP does not have built in mechanism for heartbeat detection
CVP SIP Server Groups Configuration
• Heartbeats sent using TCP

• CVP SIP Subsystem builds on the
“local SRV” xml
• A Server Group consists of one or
more destination addresses (a.k.a.
endpoints) which is defined by the
Server Group domain name
• Domain name is also known as the
SRV cluster or FQDN
SIP Proxy Server Group Options Ping
• Ensure CUSP “sip record-route” is disabled
• “no sip record-route <network name>”
• Disabled by default but good to always check!
• If enabled, will break fault tolerance routing and create a single point of failure
• Option Ping CLI Commands
• “server-group sip ping-options <network> <ip_address> [port]”
• “default server-group sip ping-options <network>”
• “ping-type {proactive | reactive | adaptive} <interval_1> <interval_2>”
(Anyone know the difference?)
• “default ping-type”
• There’s also a GUI…
CUSP Server Group Option Ping
Global Ping Configuration
CUSP Server Group Option Ping
Server Group Configuration
High Availability
Load Balancers

Load Balancers
• Use to load balance HTTP, Media Resource Control Protocol (MRCP), and
Real-Time Streaming Protocol (RTSP) traffic
• Cannot load balance call control traffic such as
H.323 and SIP
• ACE uses a dedicated Fault Tolerant VLAN
• With ACE, the IP address and MAC address of
the FT VLAN do not change during failover
• With ACE to achieve active-active redundancy, a minimum of two contexts and
two FT groups are required on each ACE.
• Best Practice: For larger, geographically separated deployments, deploy pairs of
load balancers per data center for localized redundancy.
ACE Load Balancer
• Caveat: One arm implementations will break deployments using MRCPv2 since
its based on SIP messages and not RTSP/RTP as with MRCPv1 (RFC 4463).
High Availability
Media Servers

Media Servers
• Configure redundant host entries in VXML gateways
• ip host mediaserver 10.1.1.10
• ip host mediaserver-backup 10.1.1.11
• Keep in mind that “-backup” is only available for Microapplications.
• In Standalone mode, use error handling and scripts to pick secondary media
server if first fails at VXML gateway
• As a fail safe, implement the new “default media server” configuration in CVP.
• VXML Gateway is configured for Audio file caching in nonstreaming mode.
• Best Practice: Always implement supported load balancers for large
geographically separated media server farms.
Media Servers
• Due to default media server, ICM scripting is now simplified.
• Media server is defined by ECC variable
• Default media server is configured in CVP OAMP (allowed in release 8.5(1))
High Availability
Survivability

CVP: Survivability
• Allows for a call to reroute during or after system outage.
• Redirect the caller to alternate destination in the event of either start-of-call or
mid-call failures (e.g. ICM Dialogue failure events, failure of IVR leg, media
inactivity)
• Control recovery behavior based on incoming DNIS and/or time-of-day
CVP: Survivability
• Various methods of call recovery:
• TDM-only: DTMF*8, Hookflash, TBC
• SIP or TDM
• Hairpin
• Transfer to CVP VXML server application
• Retry to same DN optionally pre-pended or appended with digit string. Allows finer control over
ICM script recovery behavior. For example:
Original DNIS = 8005551212
Recovery DNIS = 999<retry> = 9998005551212
• Works in CVP standalone or comprehensive models
• Requires ASR1000, CUBE or TDM gateway
• Cannot recover call context from the original call
CVP: Survivability Example
Gateway detects a
loss of media to an IP Agent UCM
phone.
X
Ingress CVP Call

X
Server ICM
Caller
TDM or SIP Upon receiving failure notification
X from ICM or VXML gateway, Call

Server sends BYE with abnormal
cause code which causes gateway
VXML GW to invoke survivability.
HTTP GED.125 SIP JTAPI RTP 97

TECCCT-2022 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Troubleshooting
Strategies

Strategies
• Know the call flow in terms of how the call is suppose to ingress and be treated
• Understand the default routing and survivability behavior when a fault occurs
• Be sure all devices in the call flow are plugged in and operational!
• Start at the entry point of the call and trace it to where the issue is.
• Understand the tools you have in your tool box.
• IOS Debugs
• Ops Console
• Call Flow Tool
• RTMT / Analysis Manager
• Unified ICM Call Tracer, Process windows and Script Editor
Before Dismantling….
• Trust but verify all supported software versions
• Trust but verify your CVP Deployment model and their applicable call flows
• Understand the physical model of the solution (Centralized/Branch/Distributed)
• Understand the SIP protocol call flow
• Understand the queuing model that is deployed such as centralized or edge
queuing
• MOST IMPORTANTLY ask the question “WHAT CHANGED?”
Troubleshooting
The Switch & VRU Discussion

The Switch Leg
• Originating call leg from the ingress gateway terminating at the CVP Call Server
• Utilizes the SIP call control protocol to “setup” the call and allow CVP to gain call
control.
• Some CVP deployment models utilize the switch leg differently
• Critical to understand how it differs from the VRU leg of a call
The VRU Leg
• Occurs after the call has connected to CVP on the switch leg and instructions
have been received from ICM on how to treat the call.
• VXML instructions are sent to the VXML Gateway by either executing a micro-
application or Unified Studio application
• VRU Leg is active at the same time the Switch Leg
• VRU Leg is torn down when agent is available
Troubleshooting
CVP Call Servers

Is the Call Server up ?
• PARTIAL_SERVICE = missed heart beats from any of the following:
• Heartbeat Monitor
• Message Bus Listener
• Message Bus Publisher
• PIM Listener
• PIM Publisher
• Admin Monitor
• Garbage Collector
Verify Call Server Statistics
Log Files in Call Server
%CVP_HOME%\logs contains
CVPXXX.log files and the error log files for
the ICM, SIP, IVR and Infrastructure events
and traces.
%CVP_HOME%\logs contains
ORM, SNMP and Ops Console, SNMP,
VXML, WSM logs. ORM and Ops Console
subfolders have CVPXXX.log files and the
error log files.
CVP Diagnostic Frame View
• To launch diagnostic servlet: http://<call-server-hostname>:8000/cvp/diag
• View/search logs directly
• Set log / trace levels dynamically
• Changes are in memory only. Lost when call server is re-started.
• See the state of service (Inservice, partial service, etc..)
• Dump service properties that are in memory
• Dumps useful debugging stats
• Active calls
• # of trunks groups in use etc.
• Should use Ops Console where possible first before resorting to this servlet.
Includes SIP Error Codes! View Log Files From Here!
Call Flow Tool
• Installed in C:\Cisco\CVP\CLAV
• Import logs from
• CVP
• Call & Error logs
• IOS
• SIP messaging
• Make your own templates
Call Flow Tool
Call Flow Tool
Diagnostic Portal API Overview
• Diagnostic portal API is designed for UC products to publish diagnostic data
• When the WSM receives a request, it constructs a XML response
• WSM users are configured on OAMP (default wsmadmin created during CVP
install)
Call Server
https
Analysis
Manager
CVP VXML Server
https
System
CLI WSM Ops Console
….
Analysis Manager or Unified System CLI
• Analysis Manager
• Built inside UCM RTMT tool
• GUI based
• Supports Analyze Call Path
• Great for pulling logs from IOS, UCM, CUSP, but not CVP
• Unified System CLI

• Installed as part of CVP and UCCE
• No additional server required but separate server supported
• Command line based and supports batch file execution
• Support multi-instance ICM deployments
Analysis Manager or Unified System CLI
Unified Command show debug capture etc...
Device CVP GW ICM CUSP CUIC Finesse Media

Server
Serviceability Protocol REST REST SOAP Telnet
Product
IOS GW
CVP Call UCM
ICM Server
Unified System CLI – Simple Yet Powerful
• System CLI is automatically installed on all CVP servers as part of the
infrastructure, there is no additional installation required on any CVP server.
• Every CVP server is also aware of at least one seed device (CVP Operations
Console server), the entire solution topology is automatically retrieved from the
Operations Console on any CVP box for System mode.
• There is no additional configuration needed for system mode.
• System CLI uses a consistent command across multiple products and servers.
• System CLI can be executed as a Windows scheduled job.
Unified System CLI – Quick Start
• Launch the CLI on any CVP server
• Login with username “wsmadmin” and password as OAMP Administrator
password.
Unified System CLI: Sample of a local collection
• To collect all of the diagnostic information from your CVP server, type the "show
tech-support" command in System CLI
Unified System CLI
• By default “show tech-support” collects the traces for the last 24 hours. For
example, if you want to pull traces for the last 3 days, use the following
command:
admin:show tech-support reltime 3 days
• To collect all of the diagnostic information from all devices [CVP, IOS, UCM,
ICM, CUP, etc. ] defined in CVP OAMP, type the "system show tech-support"
command in System CLI as shown below:
admin:system
Initializing system mode ...
Retrieving device list. This process may take a few minutes to complete.
......................................
admin(system):show tech-support
System CLI Modes of Operation
• System CLI can operate in two modes: local mode and system mode.
• Local mode: the System CLI only interacts with a single device. For example, "show
version" command shows only the version for a single device. In the system mode, the
System CLI interacts with all of the devices in the device list.
• System mode: there is an additional option to limit the system command option to
certain device group, device type, or list of servers.
• All of the commands available in local mode for a single device are available in
system mode. The command syntax remains the same in system mode.
• For example, in system mode, the "show version" command will show the version
information from all devices in the device list.
System CLI - System Mode Sample Collection
• Enter System Mode
• Execute a command
System CLI – System Debugs
• System CLI provides a consistent debug level across the solution
• The definition of debug levels are given below for reference:
• level 0 --- Default ( normal production environment )
• level 1 --- Low performance impact
• level 2 --- Medium performance impact
• level 3 --- High performance impact
• Level 4 and 5 are only for lab or functional use only
• Level 99 (custom) is only meant for special situations
• Example: Turn “Detailed” traces on UCM
• Command: “system debug level 3 devicetype ucm component "ucm:Cisco
CallManager"
Troubleshooting
Cisco Unified SIP Proxy

UCM Voice Gateways
CUSP Recap
CUSP
Ingress CVP Call

Servers
VXML GWs MediaSense

CUSP: Server Groups Status
CUSP: Server Groups Status
CUSP: Monitor Calls per Second
CUSP: Server Groups Status - CLI
CUSP Tracing: Enabling
CUSP: Examining the traces - GUI
CUSP: Filtering the Switch and VRU Legs
CUSP: Detailed SIP Messages for CVP Call-ID
CUSP Tracing: Failed Calls
CUSP: Failed Calls - Details
CUSP: Examining the traces - GUI
CUSP CLI Commands
Command Description
show license Show licenses available and in-use on the current system
show processes cpu Shows the CPU utilization on the CUSP module
show status server-group sip Shows the status of each element within each server group
sip logging Enables the logging of SIP messages flowing through CUSP
trace level debug category Enables debug trace level for a specific process
[CATEGORY]
show sip message log Display capture traces
show trace log Display trace log files
Troubleshooting
Media Files

Media Files
Typical Fetch Operation
• ICM sends instructions back to CVP to play a media file specified in the routing
script.
• The CVP Call Server converts these into VXML instructions and sends them on
to the VXML Gateway.
• The VXML Gateway processes the instructions, and fetches the media file from
a media server.
VXML GW
5
• The media file is played out to the caller.
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
Media File Won’t Play
URL Construction – hostname origin
http://mediaserver/en-us/sys/Friday.wav
Default Media Server
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
URL Construction – media file path
http://mediaserver/en-us/sys/Friday.wav
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
HTTP Client Validation
• Verify URL on VXML Gateway
• debug http client error
/10//HTTPC:/httpc_callback: URL:http://mediaserver/en-us/sys/Friday.wav,
Server rsp_code(404), fd(0)
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
HTTP Server logical path validation
• Log into the media server and verify that the World
Wide Web Publishing Service is running.
• Verify that the IIS wwwroot directory is set to the
expected location.
• Examine the IIS logs located in the
C:\WINDOWS\system32\LogFiles\W3SVC1
directory. VXML GW
5
• Example of file not found error: Media Server
GET /en-us/Friday.wav - 404 – 192.168.1.10 cisco-IOS 200
4
1 2
3
ICM
Ingress GW
Call Server
Media Files Won’t Play
Media File Format
• Symptoms
• Garbled audio
• Dropped calls
• VXML gateway console output:
%IVR_MSB-3-NOPROMPT: Could not create IVR prompt
http://mediaserver/en-us/app/WRONG_FORMAT.wav
errno=0=Can not recognize the file format
• Supported format: VXML GW

5
• CCITT u-Law
Media Server
• Sample rate: 8.00 kHz
• Sample size: 8 Bit 4
• Channels Mono
1 2
3
ICM
Ingress GW
Call Server
Studio Applications
• If the WAV file is invoked from a Unified CVP Studio application, check the
Audio Settings under the project properties.
VXML GW
5
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
Media Files Won’t Update
Caching & Streaming
• The Basics
• VXML gateway caches media files to reduce bandwidth to/from Media Server
• This cached is refreshed at specified intervals
• Terminology
• Cached: stored in the VXML gateway’s DRAM
• (up to 100MB) VXML GW
5
• Age: Number of seconds since a media file was
last invoked by a VXML application or MicroApp. Media Server
• FreshTimer: The number of seconds a media file 4

can exists in the cache before it becomes stale.
1 2
3
ICM
Ingress GW
Call Server
Caching & Streaming
• Terminology(con’t)
• Stale: When Age is greater than the FreshTimer
• Common misconceptions
• Stale media files will be downloaded from the media server the next time they are
invoked.
• “I updated my media file on the web server. It VXML GW
5
will be downloaded the next time the old file
becomes stale.” Media Server
4
1 2
3
ICM
Ingress GW
Call Server
Caching & Streaming
• When are media files downloaded from the Media Server?
• The WAV file is invoked by an application and it does not exist in cache.
• The WAV file is invoked by an application, exists in cache, is stale, and the "Modified
Date" for the file on the server is more recent than the file that exists in the cache.
• A CLI command is used and the file does not already exist in cache
audio-prompt load <URL>
test http get <URL> reload
• The file is too large to cache VXML GW
5
• HTTP streaming is enabled on the gateway
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
Caching & Streaming – Example 1 – File does not exist in cache
#show http client cache
Ref FreshTime Age Size context
VXML GW Media Server
RTP
Caching & Streaming – Example 2 – File exists in cache, but is not stale
1 175 64 326320 0
http://mediaserver/en-us/app/pleasewait.wav
The gateway will not

request anything from
the media server if the
invoked WAV file is
cached and not stale.
RTP
Caching & Streaming – Example 3 – File exists in cache, but is stale
1 175 280 326320 0
http://mediaserver/en-us/app/pleasewait.wav
What’s the modified date on

pleasewait.wav?
RTP
Media Files
General tips & recap
• Play the WAV file by entering the URL into your web browser
• Use the "audio prompt load http://mediaserver/path/to/your/wav/file" command
to manually download the WAV file from the media server to the VXML
Gateway. If this works, the problem is most likely in the ICM script.
• Enter the "show http client cache" command on the VXML gateway. Do you see
your wav file listed?
VXML GW
5
• TIP: Need a file that will never be cached?
Media Server
4
1 2
3
ICM
Ingress GW
Call Server
Troubleshooting
Unified ICM Integration

Troubleshooting
Unified ICM Call Flows
• Unified ICME Script Editor > Monitor Mode - shows call path within scripts
• Failure on “Send to VRU” is usually configuration error
Troubleshooting
Call Flows (Cont.)
 Router Log Viewer - shows requests coming into Unified ICME

 Only shows limited entries
Unified ICM Call Router
CLI Tools: RTTest
• Useful Commands
• status - detailed information about the overall system status, including PG and
Peripheral status
• expr - useful for debugging any custom expressions within script nodes (Consider If
and Select – anything using Formula Editor)
• debug - use “/?” for options, items such as /route can help with debugging at the
messaging level
• Usage Examples
• To start the utility - c:\rttest.exe /node RouterA /cust csco
• To get help - rttest: ?
• To see status - rttest: status
• To clear all debugs - rttest debug /noall
Unified ICM Call Router: rttest
Unified ICM Peripheral Gateway
CLI Tools: opctest Utility
• ICM Peripheral Gateway Utility - opctest
• Useful Commands
• status - detailed information about PIM/Peripheral status
• debug - use “/?” for options, common options are /route and cstaecr which show dialog
between Peripheral and PG/CallRouter
• Usage Examples
• To start the utility - c:\opctest /cust icm01 /node pg1a
• To get help - opctest: ?
• To see status - opctest: status
• To clear all debugs - opctest debug /noall
Unified ICM Peripheral Gateway: opctest
• opctest: status
Troubleshooting
Use Case #1

Use Case “The Case of Broken Transfers”
• Agent initiates warm transfer. The consult leg of the call gets abruptly
disconnected.
• No issues with handling inbound call from customer.
Use Case – UCM / Router Trace
CUCM Detailed Log
12:37:53.775 |Digit analysis: match(pi="2", fqcn="66000", cn="66000",plv="5", pss="",
TodFilteredPss="", dd="77771",dac="0")|1,100,50,1.54660^90.90.205.228^SEP001D4543CC3A
12:37:53.780 |StationCdpc(50): StationCtiCdpc - GenerateNewCallEvent CH=1|19964530 CallReason=1
CallOrigin=1 CallingDeviceName=SEP001D4543CC3A DeviceName=77771 Privacy=0 Feature=137
callingPartyIpAddr=0xe4cd5a5a cgpnPU=2 cdpnPU=2 HM-DN= HM-
Part=|1,100,50,1.54660^90.90.205.228^SEP001D4543CC3A
Router Log
13:37:54:933 rb-rtr Trace: (4 x 0 : 0 0) NewCall: CID=(149984,42515222), DN=77771, ANI=66000, CED=,
RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0
13:37:54:933 rb-rtr Trace: (4 x 0 : 0 0) Correlation id for dialog is (21)
13:37:54:933 rb-rtr Trace: (4 x 21 : 0 0) TransferToVRU: Label=96969, CorID=21, VRUID=5012, RCID=5000
13:37:54:933 rb-rtr Trace: (4 x 21 : 0 0) TransferConnect sent. Dialog pending.
CUCM Detailed Log

12:37:53.817 |Digit analysis: match(pi="1", fqcn="66000", cn="66000",plv="5", pss="",
TodFilteredPss="", dd="96969",dac="0")|1,200,17,1.53656^90.90.205.7^77771
12:37:53.832 |//SIP/SIPTcp/wait_SdlSPISignal: Outgoing SIP TCP message to 90.90.205.10 on port 5060
index 12
[298,NET]
INVITE sip:96969@90.90.205.10:5060 SIP/2.0
Call-ID: fabdc00-e5416401-1d-12cd5a5a@90.90.205.18
Use Case – CVP Trace
CVP Log
%CVP_8_5_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 0FABDC00000100000000001D12CD5A5A LEGID = fabdc00-e5416401-
1d-12cd5a5a - [INBOUND]: ReqURI (DN) sip:96969@90.90.205.10:5060 FromURI sip:66000@90.90.205.18
%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-200-ICM-34} CALLGUID = 0FABDC00000100000000001D12CD5A5A, DLGID = 9

[SIP_LEG] - Publishing ,, [ICM_NEW_CALL], dialogueId=9, sendSeqNo=1, trunkGroupId=100, trunkNumber=0,
serviceId=1, dialedNumber=96969, uui=, callguid=0FABDC00000100000000001D12CD5A5A, rckey=, rcday=, rcseq=,
location=, locationpkid=, pstntrunkgroupid=90.90.205.18, pstntrunkgroupchannelnum=2147483647, sipheader=,
CallContext:, user.media.id: 0FABDC00000100000000001D12CD5A5A, user.cvp_server_info: 90.90.205.10,, LEGID =
fabdc00-e5416401-1d-12cd5a5a, DNIS = 96969, ANI = 66000
UCCE Router Log

13:37:54:980 rb-rtr Trace: NewCall: CID=(149984,42515223), DN=96969, ANI=66000, CED=, RCID=5001, MRDID=1,
CallAtVRU=1, OpCode=0
13:37:54:980 rb-rtr Trace: Unknown dialed number (96969) - and NO default call types
13:37:54:980 rb-rtr Call route request from routing client CVP1 (ID 5001) with unknown DN of 96969
13:37:54:980 rb-rtr Trace: Call route request from routing client CVP1 (ID 5001) with unknown DN of 96969
13:37:54:980 rb-rtr Trace: Deleting Dialog.
CVP Log
[SIP_LEG] - Processing ,, [ICM_DIALOGUE_FAILURE_EVENT], dialogueId=9, sendSeqNo=1, errorCode =
E_INVALID_DIALED_NUMBER,, LEGID = fabdc00-e5416401-1d-12cd5a5a, DNIS = 96969, ANI = 66000
Use Case - Resolution
CUCM Logs (BEFORE)
12:37:53.817 |Digit analysis: match(pi="1", fqcn="66000", cn="66000",plv="5", pss="", TodFilteredPss="",
dd="96969",dac="0")|1,200,17,1.53656^90.90.205.7^77771
12:37:53.832 |//SIP/SIPTcp/wait_SdlSPISignal: Outgoing SIP TCP message to 90.90.205.10 on port 5060 index 12
[298,NET]
INVITE sip:96969@90.90.205.10:5060 SIP/2.0
CUCM PG Configuration
Resolution
CUCM Logs (AFTER)

12:37:53.817 |Digit analysis: match(pi="1", fqcn="66000", cn="66000",plv="5", pss="", TodFilteredPss="",
dd="9696918",dac="0")|1,200,17,1.53656^90.90.205.7^77771
12:37:53.832 |//SIP/SIPTcp/wait_SdlSPISignal: Outgoing SIP TCP message to 90.90.205.10 on port 5060 index 12
[298,NET]
INVITE sip:9696918@90.90.205.10:5060 SIP/2.0
Use Case – Resolution (Cont.)
CVP Logs (BEFORE)
%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-200-ICM-34} CALLGUID = 0FABDC00000100000000001D12CD5A5A - New call

[SIP_LEG] - Publishing ,, [ICM_NEW_CALL], dialogueId=9, sendSeqNo=1, trunkGroupId=100, trunkNumber=0,
serviceId=1, dialedNumber=96969, uui=, callguid=0FABDC00000100000000001D12CD5A5A, rckey=, rcday=,
rcseq=, location=, locationpkid=, pstntrunkgroupid=90.90.205.18 ,
pstntrunkgroupchannelnum=2147483647, sipheader=, CallContext:, user.media.id:
0FABDC00000100000000001D12CD5A5A, user.cvp_server_info: 90.90.205.10,, LEGID = fabdc00-e5416401-1d-
12cd5a5a, DNIS = 96969, ANI = 66000
CVP Logs (AFTER)

%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-156-ICM-26} CALLGUID = 6C0DFC00000100000000001C12CD5A5A -
Correlation ID routed call
%CVP_8_5_ICM-7-CALL: {Thrd=pool-1-thread-156-ICM-26} CALLGUID = 6C0DFC00000100000000001C12CD5A5A, DLGID = 7

[SIP_LEG_PRERTE_CORRID] - Publishing ,, [ICM_REQUEST_INSTRUCTION], dialogueId=7, sendSeqNo=1,
trunkGroupId=200, trunkNumber=0, serviceId=2, uui=, correlationId=18, location=, locationpkid=,
pstntrunkgroupid=90.90.205.18 , pstntrunkgroupchannelnum=2147483647, sipheader=,, LEGID = 6c0dfc00-
e5416141-1c-12cd5a5a, DNIS = 9696918, ANI = 66000
Use Case – Resolution (Cont.)
Router Logs (BEFORE)
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) NewCall: CID=(149984,42515223), DN=96969, ANI=66000, CED=,
CID=5001, MRDID=1, CallAtVRU=1, OpCode=0
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Unknown dialed number (96969) - and NO default call types
13:37:54:980 rb-rtr Call route request from routing client CVP1 (ID 5001) with unknown DN of 96969.
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Call route request from routing client CVP1 (ID 5001) with unknown
DN of 96969.
13:37:54:980 rb-rtr Trace: (9 x 0 : 0 0) Deleting Dialog.
Router Logs (AFTER)
13:26:10:993 rb-rtr Trace: (2 7 18 : 0 0) RequestInstr: CID=(149984,42515220), CallState=1

13:26:10:993 rb-rtr Trace: (7 7 18 : 0 0) Dialog initiating 2nd phase of transfer.
13:26:10:993 rb-rtr Trace: (7 7 18 : 0 0) Correlation id for dialog is (18).
13:26:10:993 rb-rtr Trace: (7 7 19 : 0 0) TransferToVRU: Label=96969, CorID=18, VRUID=5012,
RCID=5001
Upgrading UCVP

Why Upgrade?
• Hardware Refresh
• Migration from bare metal to virtualized
• End-of-sale or End-of-life
• Feature Enhancements
• Version Incompatibility
Why Upgrade? Supportability!
Release 8.0 Release 8.5 Release 9.0 Release 10.0 Release 10.5
8.0 8.5 9.0 10.0 10.0

End of Sale End of Sale End of Sale End of Sale End of Sale
Feb 11, 2013 Jul 4, 2014 Jan 19, 2015 Est. Jun 2016 Est. Jun 2017
8.0 8.5 9.0 10.0 10.0

End of SW Maint End of SW Maint End of SW Maint End of SW Maint End of SW Maint
8.0 8.5 9.0 10.0 10.0

End TAC Support End TAC Support End TAC Support End TAC Support End TAC Support
Cisco® Unified CVP end-of-life announcement:

http://www.cisco.com/c/en/us/products/customer-collaboration/unified-customer-voice-portal/eos-eol-notice-listing.html
Why Upgrade? Feature Enhancements
• Platform and Installation Improvements • Video In Queue
• Updated Phone Support • Agent Greeting
• Scalable SIP Dialer w/ CPA • Whisper Announcement
• Cisco Agent Desktop Updates • Courtesy Call back
• Multi-Line Support • Improved Scalability
• CCMP Updates • Analysis Manager Support
• Serviceability Improvements • Serviceability
• Virtualization • Improved SIP capabilities
• E/WIM Updates • Reporting Enhancements
• Reporting Evolution • Licensing Improvements
• ISR G2 & NG and CUSP 9.0 support (Dialer • CUBE(Ent) on ASR Support (CVP Only)
and CVP) • Agent Greetings and Whisper Announcement
• Windows 2012 R2 (UCCE)
UCCE Compatibility Matrix
UCM CVP PG/CAD/CTIOS CTIOS CUIC EIM/WIM RSM Unified MediaSense SocialMiner Finesse
Desktop CCMP
11.0(1a) 11.0(1) PG: 11.0(1) 11.0(1) 11.0(1) 9.0(2) 11.0(1) 11.0(1) 11.0(1) 11.0(1) 11.0(1)
10.5.(2) CTI: 11.0(1) 10.5(1) 10.0
10.0.(1) CTIOS: 11.0(1) 10.0(x)
CAD: 10.0(2)
10.5(1) 11.0(1) PG: 10.5(x) 10.5(1) 11.0(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 11.0(1)
10.5(2) 10.5(1) CAD: 10.0(2)/ 10.0(x) 10.5(1) 9.0(2) 9.1(1) 10.5(1)
10.0(1) 10.0(x) 10.0(1b) 9.0(x) 9.0(1)
9.0(x) CTIOS: 10.5(1)
9.1(1)
9.1(2)
9.0(1)
10.5(1) 11.0(1) PG: 10.0(1) 10.0(1) 11.0(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 11.0(1)
10.0(1) 10.5(1) CAD: 10.0(1b) 9.0(x) 10.5(1) 9.0(2) 9.1(1) 10.0(1) 10.0(1) 10.5(1)
10.0(x) CTIOS: 10.0(1) 8.5(x) 10.0(1) 9.0(1) 10.0(1)
9.1(1) 9.0(x) 8.5(2)
9.1(2)
9.0(1) 10.5(1) PG: 10.0(1) 10.0(1) 10.5(1) 11.0(1) 10.0(1) 10.5(1) 10.5(1) 10.5(1)
10.0(1) CAD: 10.0(1b) 9.0(x) 10.0(1) 9.0(2) 9.1(1) 10.0(1) 10.0(1) 10.0(1)
9.0(x) CTIOS: 10.0(1) 8.5(x) 9.0(1)
8.5(2)
Upgrading UCVP
Strategies

CVP Upgrade Preparation
Pre-Upgrade Preparation 20%
Upgrade Procedures 30%
Planning 40%
Post-Upgrade Testing 10%
CVP Upgrade Strategies
Options Base Line Planning
 Common Ground  Hardware  Database

 Technology Refresh  BOM  Disk Space
 Software  Cleanup
 3rd. Party  Backup
 Compatibility  Default Routing
 ACD  Test Plan
 CUCM  Pre/Post
 CTI  Schedule
 CVP  Notification
CVP 11.0 Platform Requirements
Windows 2012 • Runs only in Windows Server 2012 R2

Planning
VM Version 9 • Runs only in vmv9
ESXi • ESXi 5.1, 5.5 U2 and 6.0
• Informix 12.10 FC3 (64-bit) for

Informix
Reporting server
CVP Upgrade Paths
11.X
CVP 7.0(1)
32 Bit OS Data Migration only
Call Studio Upgrade Path
MCS Upgrade OK
CVP 7.0(1)
CVP 8.0(1)
32 Bit OS
MCS
CVP 8.5(1) CVP 10.x CVP 11.x

32 Bit OS 64 Bit OS 64 Bit OS
MCS/VM VM VM
Win2k12
CVP 9.x
64 Bit OS
MCS/VM
CVP Upgrade Paths
CVP Server CVP Reporting Server
OAMP
Remote Operations
Direct Upgrade (Supported for n-2 releases) Earlier Versions CVP 9.x and prior
CVP 10.0 / CVP

CVP 10.5 11.0 CVP 9.x CVP 10.x CVP 11.0
Cisco Unified CVP Installation Paths
 Fresh install to any version
 Direct upgrade from
 9.0(1) to 10.0(1) or 10.5(1)
 10.0/10.5 to 11.0
 Virtualized deployment from 10.0 onward
9.0(1) 10.0(1) 10.5(1)
Windows 2008
Informix 11.70
Windows 2008 VM only
Informix 11.70 VM only
Windows 2012
Windows 2008 11.0(1)
Informix 12.10
Informix 11.70 VM only
CVP Upgrade Strategies: Unit & Multi-phased
• Limited time - maintenance window
• Large number of CVP servers: single maintenance window is insufficient
• The Recommended Strategy: Multiphase upgrades based on Units.
• CVP Unit - logical group of servers that can be involved when processing a call
• Division of the whole into multiple Units
• Each unit can be upgraded independently
• Separate maintenance windows can be used per Unit
• Multi-phased upgrade: the ability to upgrade a subset of Unified CVP servers
and resume call processing
• Upgrade all components in that type
• If a deployment has multiple CVP units each unit could be upgraded using a Multiphase
Approach
CVP Upgrade Strategies: Unit & Multi-phased
• CVP Servers must be upgraded in the following order
1. OAMP server
2. Reporting server(s)
3. Call server & VXML server NOTE: Not all server of the same type need to be
upgraded in a single maintenance window
4. CVP PG
• Caveats
• Multiphase upgrades are not supported in deployments with co-resident components.
• CVP unit upgrade support co-resident components if all co-resident components are
part of the same units. Applies to the new model of placing Unified CVP and VXML
servers on the same box!
• OAMP will show the latest UI, newer fields will be ignored by servers that have not yet
been upgraded
• For VXML server upgrades, make sure to re-open and re-deploy Call Studio Apps
CVP Upgrade Strategies
CVP Units, Example
• This example deployment is Unit 1 Unit 2
comprised of two logical units
• CVP Unit 1: CS1, CS2, RS1
• CVP Unit 2: CS3, CS4, RS2
CVP Call CVP Call CVP Call CVP Call
• These are logical units because Server 1 Server 2 Server 3 Server 4
there is no path for a call to move
from one unit to the other
Reporting Reporting
Server 1 Server 2
CVP Upgrade Strategies – 1
Examples of How a Multiphase Approach Could Be Applied to CVP Units
• Example 1: Upgrade a subset of server Unit 1 Unit 2
types from a CVP Unit, in a
maintenance window
• Maintenance Window 1: RS1, CS1
• Maintenance Window 2: CS2 CVP Call CVP Call CVP Call CVP Call
• Maintenance Window 3: RS2, CS3 Server 1 Server 2 Server 3 Server 4
• Maintenance Window 4: CS4
• Example 2: Upgrade all servers of a
certain type in a maintenance window Reporting Reporting
Server 1 Server 2
• Maintenance Window 1: RS1, RS2
• Maintenance Window 2: CS1, CS2, CS3, CS4
CVP Upgrade Strategies – 2
Examples of How a Multiphase Approach Could Be Applied to CVP Units
• Example 3: Upgrade a subset of a Unit 1 Unit 2
server type in a maintenance window
• Maintenance Window 1: RS1, RS2, CS1
• Maintenance Window 2: CS2, CS3
• Maintenance Window 3: CS4 CVP Call CVP Call CVP Call CVP Call
Server 1 Server 2 Server 3 Server 4
Reporting Reporting
Server 1 Server 2
CVP 11.0(x) Migration Methodology
Installation Caveats for CVP 9.x and up
• Core Software are combined into one major
component called CVP Server
• Call Server, VXML Server, Media Server
• Ops Console is installed separately

• SNMP, WMI and IIS Windows Components
are now installed by CVP
• Installation cannot be aborted
• The following items were removed:
• Video Media Server
• Security Hardening Tools & Support Tools
Lab Only Installation of CVP 9.x and up
• Unlike pre-9.x installers, the installation
wizard for 9.x does not allow you to
select multiple components by default.
• There is a CLI switch to allow for all
components to be installed on a single
CVP server
• Here are the steps for a “lab only” install:
• Launch a command line window and
navigate to the CVP setup.exe folder.
• Enter: setup.exe labonly
• This will display the classic package
selection illustrated to the right.
OAMP Migration
1. Export Data from CVP Ops Console using the menu access System->Export
System Configuration.
• Click on Export and save the exported data to a network location.
2. Manually copy the sip.properties file (C:\Cisco\CVP\conf)
3. Install Win 2012 R2 and then install CVP 11.0(x) OAMP from CVP 11.0(x)
installation package.
4. Stop Cisco CVP Resources Manager service
• Select Start->All Programs->Administrative Tools->Services (The Services window
appears)
• In the list of services names, select Cisco Resource Manager and click Stop
OAMP Migration
4. Login to CVP 11.0(x) Operations Console and click on System->Import System
Configuration
• Browse to the location where the OAMP data was exported in Step 1 and select the
file. Click Import.
• Copy sip.properties and license files to corresponding CVP directories
5. On the CVP 11.0(x) Operations console do the following:
• Access the window services via Start->All Programs->Administrative Tools->Services
(The Services window appears).
• Select Cisco CVP Operations Console Server, click Start.
• Now select Cisco CVP Resource Manager and restart it.
Reporting Server Migration (Part 1)
1. Install CVP 11.0(x) Reporting Server on Windows 2012R2 as noted previously.
• Verify that the “Informix IDS – CVP” Windows service is installed and started
2. From a command prompt run “dbaccess” then choose “database” and select to
make sure three CVP databases callback, ciscoadmin, and cvp_data are
created:
Report Server Migration (Part 2 – Unload procedure)
3. Login to CVP 10.x with user “informix” (cvp_dbadmin). Password will be the
same as the Reporting Server password.
4. Insert CVP 11.0(x) installer DVD in CD drive or extract the ISO and go to CVP-
>migration folder.
• Either copy this folder to a local disk or run the unload script directly from DVD.
5. Launch a command prompt and change the directory to “migration” folder.
Report Server Migration (Part 2 – Unload procedure)
6. Locate migration_unload.bat
7. Run the script migration_unload.bat –p <path where db can be exported>
• Example: migration_unload.bat –p c:\cvpdata
8. Copy the exported cvpdb.tar to the Unified CVP Reporting Server
Report Server Migration (Part 3 – Load procedure)
9. Insert CVP 11.0(x) installer DVD in CD drive or extract the ISO and go to CVP-
>migration folder.
• Either copy this folder to a local disk or run the unload script directly from DVD.
10. Launch a command prompt and change the directory to “migration” folder.
11. Run the script migration_load.bat –p <absolute path to the tar bar built on
during unload procedure>
• Example: migration_load.bat –p c:\cvpdata\cvpdb.tar
12. This script loads all three CVP databases with the legacy call data to the
UCVP Reporting database.
• Script execution time depends on the size of the database getting imported so be
patient
Report Server Migration (Part 3 – Load procedure)
13. The following table outlines the approximate times to migrate data:
Database Size (GB) Time to unload Time to load Total Time

10 40 Minutes 50 Minutes 90 Minutes
50 3 Hours 3.5 Hours 6.5 Hours
90 3.5 Hours 5.5+ Hours 10+ hours
14. Validate at the load location i.e. “c:\cvpdata\cvpdb”, that three validation_result
files were created.
Call Server Migration
1. Make sure the following tasks have been completed.
• OAMP Migration is performed as noted on previously
• The new CVP 11.0(x) server will be assigned the same IP address as the server you
are migrating.
• In order to avoid an IP address conflict, make sure the old server has been shut down.
2. Install the new CVP 11.0.(x) server as noted previously.
3. Save and Deploy Call Server.
• Login to Ops Console and go to Device Management->Unified CVP Call Server (select
call server by IP)
• Click on Edit (Call Server is opened in edit mode), Click on Save & Deploy
• Wait for the device settings page and verify that the “Device Version” is updated to CVP
11.0(x)
Call Server Migration
4. Deploy Dialed Number Pattern
• Login to Ops Console, Go to System->Dialed Number Pattern, select any DNs and
click Deploy
5. Deploy SIP Server Groups
• Login to Ops Console, Go to System->SIP Server Groups, select SIP Server Groups
and click Save & Deploy
6. Verify the status of the Call Server
• Go to System->Control Center and Check the status of the Call Server, status must
show “Up”
VXML Server Migration (Part 1: Backing up)
1. Export Call Studio applications
• Projects can be exported by right clicking them on navigator pane and choosing
“Export…”
2. Backup all third party and custom binaries found in the following locations
• %CVP_HOME/VXMLServer/common/classes
• %CVP_HOME/VXMLServer/common/lib
• %CVP_HOME/VXMLServer/applications/<app_name>/java/application/classes
• %CVP_HOME/VXMLServer/applications/<app_name>/java/application/lib
• %CVP_HOME/VXMLServer/applications/<app_name>/java/util
3. Any custom audio files deployed should also be backed up
• Deployed to: %CATALINA_HOME%/webapps/CVP/audio
VXML Server Migration (Part 2: Restoring)
4. Shutdown the 10.x VXML Server.
5. Install new CVP 11.0.(x) server as noted previously.
6. Login to Ops Console of the new CVP 11.0(x) server and do the following:
• Navigate to Device Management->Unified CVP VXML Server and select the VXML
Server (IP address and hostname)
• Click on Edit and the selected VXML Server configuration will be opened for editing
• Click on Save & Deploy to deploy the configuration for the new VXML Server
7. Upload the new license file to the new VXML Server using Ops Console
8. Install Unified Call Studio from the Unified CVP 11.0(x) installation package
• Start Unified Call Studio and install Unified Call Studio 11.0(x) license when prompted
VXML Server Migration (Part 3: Restoring)
9. Import previously exported Unified Call Studio projects
• Be sure to select “Existing Cisco Unified CVP Project into Workspace” option while
importing the projects
• The import process automatically upgrades the projects to Unified CVP 11.0(x) format,
if necessary.
10. Deploy all projects to the appropriate target Cisco Unified CVP 11.0(x) VXML
Servers.
• Ops Console can be used to “bulk transfer” the projects to multiple target CVP VXML
Servers in one step
• Restore any backed up third party libraries that were discovered previously.
11. Access the Windows services tool on the VXML Server and restart the Cisco
VXML Server service
Cisco Press Unified CVP Book
• Title: Cisco Unified Customer Voice Portal: Building Unified Contact Centers
• ISBN-10: 1-58714-290-2 and ISBN-13: 978-1-58714-290-1
• Authored by: Rue Green
• Grab a copy at the Cisco bookstore today!
This Week.....
UCC Tech Sessions, Breakouts & Labs
Session ID Session
LTRCCT-2010 Cisco Contact Center Express 11.0 and Beyond: Feature Design, Deployment, and Troubleshooting
BRKCCT-2005 Context Service: the new cloud-based omnichannel solution for Contact Center Enterprise and Express
BRKCCT-2027 Contact Center integration with Context Service, Tropo, Zendesk, REST APIs and other cloud services
BRKCCT-2056 Cisco Contact Center 11.5: An Enriched User Experience
BRKCCT-2907 Task Routing Overview and API Deep Dive
TECCCT-2022 Customer Voice Portal Technical Seminar: Planning, Design and Troubleshooting
LABCCT-1008 Implementing and Deploying Remote Expert Mobile and Integrating with CUCM and UCCX
LABCCT-1009 Media sense server Integration with UCCX and configuration steps to record finesse agent calls
LABCCT-2012 UCCE Solutions - Hands on CVP features: Courtesy callback, Whisper announcement, Agent greeting,
Post call survey
LABCCT-2241 Hands-on with CCE Task Routing
Complete Your Online Session Evaluation
• Please complete your Online
Session Evaluations after each
session
• Complete 4 Session Evaluations &
the Overall Conference Evaluation
(available from Thursday) to receive
your Cisco Live T-shirt
• All surveys can be completed via
the Cisco Live Mobile App or the
Don’t forget: Cisco Live sessions will be available
Communication Stations for viewing on-demand after the event at
CiscoLive.com/Online
Continue Your Education
• Demos in the Cisco campus
• Walk-in Self-Paced Labs
• Lunch & Learn
• Meet the Engineer 1:1 meetings
• Related sessions
Q&A
Thank You
Bonus Slides
High Availability
CUSP-CUBE Design Example

CUSP Design example
Troubleshooting
CVP Fault Isolation

Switch Leg Fault Isolation
VRU Leg Fault Isolation
Subsequent Transfer Fault Isolation
Troubleshooting
SIP Error Reason Code

SIP Error Response Codes
11.0
 Useful for tracking the reason for call failures
 Maps SIP reason code to ISUP cause code (15.5.2Tx and later)
 Mapping is configurable at OAMP and deployed to call servers
 Works with REFER transfers
Status CC CC Notify CC Notify
486 17 17 503 Service Unavailable 17 486 Busy Here
480 31 31 503 Service Unavailable 31 480 Temporarily Unavailable
403 21 21 503 Service Unavailable 21 403 Forbidden
480 19 19 503 Service Unavailable 19 503 Service Unavailable
504 102 102 503 Service Unavailable 102 504 Server Time-Out
SIP Code to ISDN

Old Implementation Modified Implementation
Code Mapping
Refer flow prior to 11.0.1
BYE Reason:Q850;cause=38
Notify 503 Service Unavailable
REFER
INVITE
REFER LABEL
NEW CALL
CONNECT
Refer flow from11.0.1
OAMP
SIP 486 == ISUP CC 17

BYE Reason:Q850;cause=17
Notify 486 Busy Here
REFER
CVP SERVER 11.0
INVITE
REFER LABEL
NEW CALL
CONNECT
Troubleshooting
IOS Gateways

PSTN Related IOS Commands
Command Description
show controller t1x/y/z View the status of a T-1 circuit
show isdn status View the status of the PRI

show isdn service View the status of the PRI B-Channel
show isdn serial x/y/x:23 Check the status of the PRI D-Channel
show busyout Show channel busy out status

busy monitor Used to configure busyout for PRI
Isdn busy b_channel 0
debug isdn q931 Provide layer 3 debugging for PRI
Dial Peer Related IOS Commands
Command Description
show voice call status View status of voice call
show dial-peer voice summary Shows a list of configured dial-peers and their status
show dial-peer voice # Shows information for a specific dial-peer
test voice translation-rule Verify outcome of a voice translation rule.
debug voip dialpeer Turn on dial peer debugging

show dialplan number Test the gateways dial plan against a dialed number (AWESOME)
csim start Provide layer 3 debugging for PRI
debug voip ccapi inout Debug VoIP calls that are flowing through the gateway
SIP Related IOS Commands
Command Description
show sip status Display the status of SIP UA on gateway
show sip connections (udp/tcp) detail Shows existing SIP connections on the gateway
show sip statistics Show SIP statistics for SIP calls on gateway
debug ccsip calls SIP Call statistic debugging
debug ccsip errors SIP Call Error debugging

debug ccsip events SIP SPI Event debugging
General IOS Commands
Command Description
clear counters Clears the interface counters
clear log Clears the log

show log | inc mediaserver Shows log entries that include the word mediaserver
show log | inc fetch Shows log entries that include the word fetch
show log | inc error.badfetch Shows log entries that include the word error.badfetch
show log | inc <your ANI or DNIS> Shows log entries that match your digit string
VXML Gateway Related IOS Commands
Command Description
show flash Display the contents of the gateways flash memory
show call application voice summary Display the status of configure voice applications (Excellent!)
show call application voice <app name> Display voice applications details for a specific configure voice application
debug voip application vxml Debug VXML interactions on the gateway (Excellent!)
vxml audioerror Allows gateways using VXML version 2.0 to send fetch errors to the Unified CVP
Call Server.
debug http client error Debug HTTP client issues when fetching media files
Troubleshooting
Tools

Troubleshooting tools
Text Editor Search Result
Notepad++ Multi File Search
jEdit Regular Expression Search
Multi color Highlight
Serviceability Solution-wide
Diagnostic Framework Portico Call Path Analysis
Analysis manager Debug
System CLI Capture logs/ diagnostic information
Wireshark Packet Analysis
Message Flow Ladder Diagram
Follow Stream (Build message)
CVP Call Flow Tool GUI Message Ladder Diagram
Message Filter
Text Editor
Diagnostic Framework Portico
Direct Link
Services Installed Locally Bookmark
Your Servers
Not Bold = No Processes Running
Smart refresh
Remembers
current location
Uptime
Red < 10 minutes
10 < Yellow < 30
Process Title Bar
Blue: Parentheses status
change within 10 min
• Single-system “Support Tool” – More than just Process Status!
• Set tracing for single process
• Dump logs for a single process
Wireshark
• Decode Packet
• Filter
• Follow TCP/UDP Stream
• Build Message/Call Flow
• Continues Capture
• Multi file
• Embedded Capture Tool
• IOS, Linux VOS, CVP
• Playback Audio
• G711

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Customer Voice Portal: Planning,

Designing and Troubleshooting

“A Solution Level Mindset”

• CVP Call Studio

 Studio Enhancement  New Virtualized Voice Browser  SSO – Admin

“A Solution Level Mindset”

HTTP GED.125 SIP JTAPI

VXML Server CVP Reporting

CVP Functional Deployment Models

“A Solution Level Mindset”

Ingress VXML GW CVP VXML

1. Incoming call (TDM or SIP) 2. HTTP / VoiceXML Documents 3. Media files

• Terminates calls independently of UC Manager and ICM

Ingress VXML GW CVP VXML

1. Incoming call (TDM or 2. HTTP / VoiceXML Documents 4. Query

VXML GW 4. Connect to VRU

6. HTTP / VoiceXML 7. Connect to Agent

Caller Ingress CVP Call

Required Components Optional Components

HTTP GED.125 SIP JTAPI

HTTP GED.125 SIP JTAPI RTP

“A Solution Level Mindset”

Component CVP 10.x CVP 11.x

CVP OAMP Windows 2008 R2 Windows 2012 R2 Standard

CVP Voice Browser N/A Cisco VOS

Platform CPS vCPU vRAM (GB) vDisk (GB)

• 3rd Party hardware is supported

• UCS E-Series Blade Servers +

3rd part app

Supported VM Templates for UCCE - Example

* ICM Logger 8K/ 12K agents 4 8 1 x 80

* ICM VRU(CVP) PG 9600 ports 2 2 1 x 80

* Requires 2 vNICs. All others only require single vNIC.

“A Solution Level Mindset”

11.X or 10.X or 9.0 Call Server 900 SIP ports

((Self Service) + (Queue and Collect) + Talking) / 900, rounded up

17 3900 Series ISR-G2

4 <50 500-600 900-1000 2000-2500 4000 10,000 12K-14K 14-16K

Platform Dedicated VXML GW Voice Gateway + VoiceXML GW

VXML Gateway Sizing (cont.)

H.323(old) Method SIP(new) Method

Parameter 100 Requests/sec 200 to 400 Requests/sec

RAM 4GB 4GB

Disk 80GB 80GB

• Max CUSP CPS rate / 4

“A Solution Level Mindset”

IP WAN links LLQ Is Provisioned

Physical IP WAN No Physical Limitation

More on how to solve this in the next section…

Edge Queuing Techniques

“A Solution Level Mindset”

• Site Code must also be embedded for any

Strategies with SIP

“A Solution Level Mindset”

• Single module, very fault tolerant

• Qualified starting in CVP v7.0(2)

• SIP module hosted on dedicated Cisco Integrated ISR ISR

Primary SIP Trunk

• IOS-Based SIP Proxy

• Cisco Unified SIP Proxy (CUSP)

• CUCM is no longer required

Service Router (ISR)

• SIP option pings can be enabled for CVP network