Administering Cisco CallManager Extended Services

Table Of Contents

Administering Cisco CallManager Extended Services

Managing the Cisco CRA Engine

Starting and Stopping the Cisco CRA Engine

Changing Engine Configuration

Setting Trace File Options

Using Cisco CRA Real-time Reporting

Installing the Real-time Reporting Tool

Applying the Real-time Reporting Tool

Using Cisco CRA Historical Reporting

Viewing IP IVR Historical Reports

Enabling Historical Reporting

Changing Historical Reporting Parameters

Administering Cisco CallManager Extended Services

This section provides information about managing the CiscoCallManager ExtendedServices after you have configured the services.Topics include:

• Managing the CiscoCRAEngine

• Using CiscoCRA Real-time Reporting

• Using Cisco CRA Historical Reporting

Managing the Cisco CRA Engine

When you click the Engine link on the Application Administration main menu, the system displays the Engine Control page.

The Engine Control displays the state of the Cisco Customer Response Application (Cisco CRA) Engine and the Cisco CRA subsystems. It also allows you to start and stop the application engine. You may need to stop the application engine for system changes or upgrades or for troubleshooting purposes.

Use the links on the Engine Control page to perform the following operations:

• Starting and Stopping the CiscoCRAEngine

• Changing Engine Configuration

• Setting Trace File Options

Starting and Stopping the Cisco CRA Engine

You can use the Cisco Customer Response Application (Cisco CRA) Administration web pages to start and stop the CiscoCRAEngine. You can also control the CiscoCRAEngine from the service panel in the Administrative Tools portion of the Windows NT control panel.

To start and stop the application engine from your web browser, perform the following steps.

Procedure

Step 1 Access the Application Administration main menu, by entering the following URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application Administrator.

The system displays the Application Administration main menu.

Step 2 To go to the Engine Control page, click Engine.

The Engine Control page provides specific information about each application session, such as the start time and the parties involved.

Step 3 To start the engine, click Start Engine.

This link starts the Windows service, "Cisco Application Engine."

Note The status may display "Starting" for as long as 10 to 30 seconds.

Step 4 To shut down the application engine, click Stop Engine.

Changing Engine Configuration

To modify the engine parameters for the profile you have chosen, perform the following steps:

Procedure

Step 1 Select Engine > Configure from the Application Administration main menu.

The system displays the Engine Configuration page.

Step 2 To configure the engine, enter the appropriate values in the fields described in Table5-1.

Table 5-1 Engine Configuration

Field

Description

RMI Port Number

The port number used by the engine to serve remote method invocation (RMI) requests.

Maximum Number of Executed Steps

Do not change the default value.

This is the maximum number of steps any script is allowed to execute before the engine terminates the application. It is intended to prevent a script from running "infinitely" long.

Maximum Number of Concurrent Sessions

Maximum number of concurrent tasks. If a call arrives while all sessions are running, it is delayed until a session is free.

Step 3 Click Update to save the changes.

Setting Trace File Options

Trace files are logs that record application engine activity. You can use the trace file to identify system or application script problems. Because recording all information about engine activity can create a file that is large and difficult to read, you can specify to the trace file which items you want to record.

This section describes how you perform the following tasks:

• Configuring the Trace File

• Setting Trace Level Options

• Viewing Trace Files

Configuring the Trace File

To configure the Trace File options, perform the following steps:

Procedure

Step 1 Select Engine > Trace Configuration from the Application Administration main menu.

The system displays the Trace File Options page.

Step 2 To configure trace files and syslog files, enter the appropriate values in the fields described in Table5-2.

Table 5-2 Trace file options

Field or option

Description

Trace File Output

Enable this check box to store trace file output in the filename specified below.

Filename

The "base" trace file name. Filenames consist of the base name plus the file number (for example,. CiscoMIVR001.log).

Number of Trace Files

The number of trace files to rotate.

When the last file is reached, the trace file re-starts from "1". If the engine is restarted, tracing is re-started in the first file.

Trace File Size

The maximum size (in bytes) of the trace file. After the file reaches this size, the system moves to the next file.

Step 3 Click Update to save your changes.

Setting Trace Level Options

The Trace Configuration page also provides a series of check boxes that set the trace level for various engine activities. The trace levels are as follows:

•Debug—most verbose, to be used primarily for debugging and troubleshooting.

•Informational—describes the transition state (for example,. system start, system stop)

•Notification—notifies the user that something has happened (for example,. maximum number of sessions exceeded)

•Warning—notifies the user of error conditions that can be recovered from and that do not result in loss of service

Two groups of trace level activity options; active and inactive. You can make changes to the parameters of the active options without restarting the Application Engine, and the trace file will reflect your changes. The inactive options require that you restart the application engine to reflect any changes you made.

Table5-3 summarizes the active engine activities that you can monitor.

Table 5-3 Active Trace level activity options

Field or option

Description

ADM

Administration Client

APP_MGR

Application Manager

ENG

Application Engine

GENERAL_STEPS

General Steps

ICD_HDM

ICD Historical Data Manager

ICD_RTDM

ICD Real Time Data Manager

LIB_LDAP

LDAP Library

LIB_MEDIA

Media Library

LIB_RMI

Remote Message Interface (RMI) Library

LOG_MGR

Log Manager

RPT

Reporting

SS_APP

Application Subsystem

SS_CM

Contact Manager Component

SS_DB

Database Subsystem

SS_EMAIL

Email Subsystem

SS_HTTP

HTTP Subsystem

SS_RM

Resource Manager Component

SS_RMCM

Resource Manager Contact Manager Subsystem

SS_TEL

JTAPI Subsystem (Telephony)

STEP_CALL_CONTROL

Call Control Steps

STEP_ICD

ICD Steps

STEP_MEDIA_CONTROL

Media Control Steps

Table5-4 lists the inactive Trace level options activities that can be monitored.

Table 5-4 InactiveTrace Level options

Field or option

Description

CCNUSER_STEPS

Extension Mobility Steps

DB_STEPS

Database Steps

DOCUMENT_STEPS

Document Steps

ICM_STEPS

Intelligent Call Management (ICM) Steps

IO_STEPS

Input/Output Steps

IVR_STEPS

IVR Steps

JAVA_STEPS

Java Steps

LIB_DIRECTORY

Directory Library

MESSAGING_STEPS

Messaging Steps

STEP_AA

AutoAttendant Steps

WEB_STEPS

Web Steps

XML_STEPS

XML Steps

Viewing Trace Files

After you have selected the trace file options that you want to record, restart the CiscoCRAEngine (if you have modified inactive trace file options). After you observe enough engine activity to provide useful data, you can download and view the contents of the new trace file.

To view trace files, click Trace files on the Engine Control page. To display the trace file, click on a filename.

Using Cisco CRA Real-time Reporting

The Cisco IP Telephony system provides a real-time reporting utility, implemented as a Java applet communicating with the application server through remote method invocation (RMI). You can use this utility to generate reports on application activity.

This section covers the following topics:

• Installing the Real-time Reporting Tool

• Applying the Real-time Reporting Tool

Installing the Real-time Reporting Tool

To use Cisco CRA real-time reporting from a computer other than the application server, you need to install the application by performing the following steps:

Procedure

Step 1 Access the Application Administration main menu, by entering the following URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your application server.

The system displays a dialog box requiring your Cisco Customer Response Application (Cisco CRA) administrator username and password.

Step 2 Enter your Cisco CRA administrator name and password and click OK.

Step 3 Click Plug-in.

The system displays the Plug-ins page.

Step 4 Click the Reporting Client link.

The system displays the Save As... dialog box.

Step 5 Specify a target directory for the installer and click Save.

After the download completes, double-click CiscoCRA2_1Reporting.exe and follow the prompts.

You can connect to the reporting windows by entering the URL of the application server in your browser window.

Caution You must always use a valid host name or IP address. You cannot use the alias localhost, even when running the browser locally on the application server.

Applying the Real-time Reporting Tool

To start the real-time reporting utility, click Real-Time Reporting on the Application Administration main menu.

The system displays the Application Administration Reporting page. You can use this page to generate a variety of reports on the activity of your application engine.

The following options are available:

• Viewing Overall Application Engine Activity

• Monitoring Activity by Application

• Monitoring Activity by Task

• Resetting Statistics

• Printing Reports

Viewing Overall Application Engine Activity

To view overall application engine activity, select the System Totals option from the Reporting page.

This window shows the total activity for the application engine for a 24-hour period, updated at a regular interval (the default is three seconds).

Table5-5 summarizes the meaning of each field on this page.

Table 5-5 System Totals

Field

Description

Total Sessions

Total number of sessions run since the timestamp ("Data Collected Since")

Max Concurrent Sessions

Maximum number of tasks that can run at the same time.

Data Collected Since

Time when data collection started. The system resets automatically at midnight.You can manually reset the statistics by choosing Reset Stats from the Tools Menu. Restarting the application server will also reset the statistics.

Running Sessions

Number of tasks currently running.

Completed Sessions

Number of tasks completed without problems (exceptions).

Aborted Sessions

Number of tasks that an unhandled exception terminated.

Running Rate

The percentage of total tasks that are currently running.

Completion Rate

Percentage of total tasks that completed without errors.

Aborted Rate

Percentage of total tasks that terminated due to an unhandled exceptions.

Handled Rate

Percentage of total tasks for an application that have been handled. The system designates a task as handled if the application has reached the Session Handled step.

Abandoned Rate

Percentage of total sessions that were not handled for an application. If the Cisco IP Telephony application does not include a Session Handled step, the system counts all tasks associated with that application as abandoned. This also happens when someone who has called in to an application hangs up before the Session Handled step executes.

Monitoring Activity by Application

To monitor activity by application, select the Application Activity option from the Reporting page.

The system displays the Application Activity page.

Table5-6 summarizes the meaning of each field on this page.

Table 5-6 Application Activity

Field

Description

Application

Name of application. The application name is the name specified in the Application Configuration page.

Total Sessions

Total sessions for a specific application.

Completed Sessions

Number of sessions completed for an application without problems (exceptions).

Running Sessions

Number of sessions currently running.

Aborted Sessions

Number of sessions that were terminated for an application by an unhandled exception.

Handled Rate

Percentage of total sessions that have been handled. The system designates a task as handled if the application reaches the Session Handled application step.

Abandoned Rate

Percentage of total sessions that were not handled. If the application does not include a Session Handled step, the system counts all tasks associated with that application as abandoned.

Monitoring Activity by Task

To monitor activity by task, select the Task Activity option on the Reporting page.

Table5-7 summarizes the meaning of each field on this page.

Table 5-7 Task Activity

Field

Description

Task ID

The identifier associated with the task started for the application or VRU script.

Parent ID

Task ID of task that invokes this VRU script (this field is left blank for an application)

Media ID

Cisco CallManager identifier or the call associated with this application.

Application

Name of application or VRU script associated with this task. The application name is the name of the application definition (.aef) file.

Start Time

Time the sessions for the application began execution.

Duration

Application execution time in seconds.

Source ID

Caller extension of incoming call. (CLID)

Destination ID

Called extension to reach application associated with this task (configured route point directory number).

Resetting Statistics

The system automatically resets the accumulated statistics every day at 12:00 AM (by the application server system clock). You can also manually reset the statistics by choosing: Tools>ResetStats on the Reporting page.

Printing Reports

To create a printable version of a report, perform the following steps:

Procedure

Step 1 Choose the Report you want to print from the Reports menu on the Reporting page.

Step 2 Choose Tools>OpenPrintable

The system opens a printable version of the report in a new browser window.

Step 3 Choose Print from the File menu to print the report.

Using Cisco CRA Historical Reporting

In addition to viewing Real Time reports, you can view accumulated Cisco Customer Response Application (Cisco CRA) activity in historical reports. The historical reports record the same parameters that are used in the real time reporting feature.

When you enable historical reporting, the system automatically saves reports as .csv files to the Cisco CRA server hard disk. You can open the .csv files with a spreadsheet program like Microsoft Excel.

This section covers the following topics:

• Viewing IP IVR Historical Reports

• Enabling Historical Reporting

• Changing Historical Reporting Parameters

Viewing IP IVR Historical Reports

The system saves a report of IP IVR activity to the Cisco CRA server hard disk every 24 hours. The file is named with the date of the recorded activity using the following convention:

servername.year.month.day.csv

where servername is the Domain Name Service (DNS) name of your application server.

To view a historical report, perform the following steps.

Procedure

Step 1 Access the Application Administration main menu, by entering the following URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application Administrator .

Step 2 On the Application Administration Main Menu page, click the HistoricalReporting link.

Step 3 On the Historical Reporting page, click the name of the report you want to download.

Step 4 Follow the prompts to save the report to your local hard disk or open the copy of the file that is on the server.

Enabling Historical Reporting

To enable historical reporting, perform the following steps:

Procedure

Step 1 Access the Application Administration main menu, by entering the following URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application Administrator .

Step 2 Click the Engine link.

Step 3 Click the Configure link on the left side of the web page.

Step 4 Make sure the Historical Reporting Status check-box is checked

Changing Historical Reporting Parameters

The Cisco CRA Engine generates historical reports on a daily basis.The system stores these reports on your Cisco CRA server hard disk. To preserve hard disk space, you can limit the number of historical reports that your Cisco CRA system stores.

The default setting is 90 days. This means that the system deletes historical reporting files that are more than 90 days old.

To change this value, perform the following steps:

Procedure

Step 1 Access the Application Administration main menu, by entering the following URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application Administrator

Step 2 Click the Engine link.

Step 3 Click the Configure link on the left side of the web page.

Step 4 In the Number of days to Preserve Historical Report Files field, enter your preferred value.

Field	Description
RMI Port Number	The port number used by the engine to serve remote method invocation (RMI) requests.
Maximum Number of Executed Steps	Do not change the default value. This is the maximum number of steps any script is allowed to execute before the engine terminates the application. It is intended to prevent a script from running "infinitely" long.
Maximum Number of Concurrent Sessions	Maximum number of concurrent tasks. If a call arrives while all sessions are running, it is delayed until a session is free.

Field or option	Description
Trace File Output	Enable this check box to store trace file output in the filename specified below.
Filename	The "base" trace file name. Filenames consist of the base name plus the file number (for example,. CiscoMIVR001.log).
Number of Trace Files	The number of trace files to rotate. When the last file is reached, the trace file re-starts from "1". If the engine is restarted, tracing is re-started in the first file.
Trace File Size	The maximum size (in bytes) of the trace file. After the file reaches this size, the system moves to the next file.

Field or option	Description
ADM	Administration Client
APP_MGR	Application Manager
ENG	Application Engine
GENERAL_STEPS	General Steps
ICD_HDM	ICD Historical Data Manager
ICD_RTDM	ICD Real Time Data Manager
LIB_LDAP	LDAP Library
LIB_MEDIA	Media Library
LIB_RMI	Remote Message Interface (RMI) Library
LOG_MGR	Log Manager
RPT	Reporting
SS_APP	Application Subsystem
SS_CM	Contact Manager Component
SS_DB	Database Subsystem
SS_EMAIL	Email Subsystem
SS_HTTP	HTTP Subsystem
SS_RM	Resource Manager Component
SS_RMCM	Resource Manager Contact Manager Subsystem
SS_TEL	JTAPI Subsystem (Telephony)
STEP_CALL_CONTROL	Call Control Steps
STEP_ICD	ICD Steps
STEP_MEDIA_CONTROL	Media Control Steps

Field or option	Description
CCNUSER_STEPS	Extension Mobility Steps
DB_STEPS	Database Steps
DOCUMENT_STEPS	Document Steps
ICM_STEPS	Intelligent Call Management (ICM) Steps
IO_STEPS	Input/Output Steps
IVR_STEPS	IVR Steps
JAVA_STEPS	Java Steps
LIB_DIRECTORY	Directory Library
MESSAGING_STEPS	Messaging Steps
STEP_AA	AutoAttendant Steps
WEB_STEPS	Web Steps
XML_STEPS	XML Steps

Field	Description
Total Sessions	Total number of sessions run since the timestamp ("Data Collected Since")
Max Concurrent Sessions	Maximum number of tasks that can run at the same time.
Data Collected Since	Time when data collection started. The system resets automatically at midnight.You can manually reset the statistics by choosing Reset Stats from the Tools Menu. Restarting the application server will also reset the statistics.
Running Sessions	Number of tasks currently running.
Completed Sessions	Number of tasks completed without problems (exceptions).
Aborted Sessions	Number of tasks that an unhandled exception terminated.
Running Rate	The percentage of total tasks that are currently running.
Completion Rate	Percentage of total tasks that completed without errors.
Aborted Rate	Percentage of total tasks that terminated due to an unhandled exceptions.
Handled Rate	Percentage of total tasks for an application that have been handled. The system designates a task as handled if the application has reached the Session Handled step.
Abandoned Rate	Percentage of total sessions that were not handled for an application. If the Cisco IP Telephony application does not include a Session Handled step, the system counts all tasks associated with that application as abandoned. This also happens when someone who has called in to an application hangs up before the Session Handled step executes.

Field	Description
Application	Name of application. The application name is the name specified in the Application Configuration page.
Total Sessions	Total sessions for a specific application.
Completed Sessions	Number of sessions completed for an application without problems (exceptions).
Running Sessions	Number of sessions currently running.
Aborted Sessions	Number of sessions that were terminated for an application by an unhandled exception.
Handled Rate	Percentage of total sessions that have been handled. The system designates a task as handled if the application reaches the Session Handled application step.
Abandoned Rate	Percentage of total sessions that were not handled. If the application does not include a Session Handled step, the system counts all tasks associated with that application as abandoned.

Field	Description
Task ID	The identifier associated with the task started for the application or VRU script.
Parent ID	Task ID of task that invokes this VRU script (this field is left blank for an application)
Media ID	Cisco CallManager identifier or the call associated with this application.
Application	Name of application or VRU script associated with this task. The application name is the name of the application definition (.aef) file.
Start Time	Time the sessions for the application began execution.
Duration	Application execution time in seconds.
Source ID	Caller extension of incoming call. (CLID)
Destination ID	Called extension to reach application associated with this task (configured route point directory number).