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Table Of Contents
Administering Cisco CallManager Extended Services
Starting and Stopping the Cisco CRA Engine
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
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:
• 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
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.
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
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.
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.
Table5-4 lists the inactive Trace level options activities that can be monitored.
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
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.
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.
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.
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.
Posted: Tue Mar 16 17:08:27 PST 2004
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