Release Notes for Cisco Customer Voice Portal

Release Notes for Cisco Customer Voice Portal,Release 3.1(0) Service Release 2Updated 10/29/18

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Table of Contents

Release Notes for Cisco Customer Voice Portal, Release 3.1(0) Service Release 2 Updated 6/5/06

Introduction

New Features

Features Introduced in CVP 3.1 SR2

Features Introduced in CVP 3.1 SR1

Changes

Required Software

Documentation Updates

Known Caveats

Resolved Caveats

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Field Alerts

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Introduction

This document provides the latest information about the Customer Voice Portal (CVP), Release 3.1(0) Service Release 2.Service releases for CVP are cumulative; that is, they include code updates present in earlier service releases for their respective version. Thus, in addition tothe new updates it introduces, CVP 3.1(0) Service Release 2 also contains the code updates from CVP 3.1(0) Service Release 1.

Please review this document before installing and using CVP 3.1(0) SR2.

New Features

Features Introduced in CVP 3.1 SR2

None

Features Introduced in CVP 3.1 SR1

CVP Voice Browser supports alternate Gate Keeper
The UUI that is extracted from the incoming call will be used as the Correlation ID.
UUI extracted from incoming call is now passed to ICM scripting environment
Added EEC Call Variable in ICM scripting environment, user.microapp.override_cli. The value of this variable is appended to the label returned by ICM.

CVP 3.1 SR1 Features

Using GTD(UUI) as Correlation ID in Advanced Speech Model

1.1.Feature Description

Some customers have a need to do correlation-id transfers through their network, such as when using a CRSP NIC for call control. However, the network typically doesn't have a place to store correlation-id so it must be “hidden” somewhere in the ISDN setup that arrives at the IOS gateway and then extracted by the gateway. The UUS parameter (often known as the UUI) of the GTD (Generic Transparency Descriptor) data can be used to “hide” the correlation ID, provided the call control client has the capability of inserting a correlation ID value into the GTD. When the call arrives at the gateway from the network, it can then extract the value and append it to the DNIS before sending an HTTP request to the Type3 CVP app server. This feature applies only to CVP Advanced Speech Model.

1.2.How it Works

The call control client (such as the CRSP NIC) would insert the desired correlation ID value into the dat field of the UUS parameter of the NSS IAM message. These NSS messages are used as the basis of building the GTD data that ultimately arrives at the IOS gateway from the PSTN. Refer to the ITU-T Narrowband Signalling Syntax spec (Q.1980.1) for a detailed description of the IAM message and UUS parameter, included below for convenience. Note that the dat field are pairs of hex digits. This means that if the correlation ID is “12345”, the dat field must be populated as “3132333435”. The gateway bootstrap.tcl script will then convert back to “12345” before appending to the DNIS and passing to the CVP app server in the HTTP URL.

7.3.108 User-To-User Information (UUS)

Format: UUS,pd=a,dat=1*(2Hex)

Fields:

Field-01: pd - protocol discriminator

a description

------

0 - user-specific protocol

1 - OSI higher layer protocols

2 - ITU-T Rec. X.263 (replaces ITU-T Rec. X.244)

3 - IA5 characters (are contained in field 2)

4 - ITU-T Recs X.208 and X.209 coded user information

5 - ITU-T Rec. V.120 rate adaption

6 - ITU-T Recs Q.931/I.451 user-network call control messages

Field-02: dat - user-to-user info

1*(2h) description

------

1*(2h) - one or more pairs of characters (0-9, A-F) representing a

hexadecimal encoding (see clause 5.1).

1.3.Configuration

On the gateway:

conf t

application

service your-cvp-service-name

param use-uui-as-corrid Y (See Note 1)

param correlation-gtd-attribute XXX(See Note 2)

param correlation-gtd-instance N (See Note 2)

param correlation-gtd-field YYY (See Note 2)

dial-peer voice pots 123

service your-cvp-service-name

Note 1: This is a mandatory parameter to enable this feature. Note that you will see the message “Warning: parameter use-uui-as-corrid has not been registered under isnapp namesp” when you activate this parameter, but can be ignored - it is benign.

Note 2: These parameters are optional. They need only be specified if the call control client placed the correlation id in a GTD parameter other than uus.dat.

1.4.Debugging Tips

On the gateway, turn on:

debug voip application script

debug gtd

In the gateway log, look for the GTD values:

6616806: *Jan 31 17:12:41.220: cdapi_find_tsm: Found a gtd msg of length 144:

6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,

PRN,isdn*,,ATT5*,

USI,rate,c,s,c,1

USI,lay1,ulaw

TMR,00

CPN,00,,u,5900

CPC,09

FCI,,,,,,,y,

UUS,3,3132333435 ------ This is the UUI that will become the correlation ID 12345

GCI,87c0c79d91dd11daa9c4000bfda207f2"

Assuming the incoming DNIS was 5900, the modified DNIS that will be passed up to the CVP app server (and ICM) is 590012345.

6616907: *Jan 31 17:22:05.964: //1287952//TCL :/tcl_PutsObjCmd: > CVP bootstra

p.tcl: D85A336B.91DE11DA.A9C8000B.FDA207F2: modified DNIS is 590012345.

Passing GTD(UUI) data to ICM

2.1.Feature Description

It is sometimes desirable to capture data from some external system (for example, caller-entered digits from a third-party IVR) and pass that data to ICM on a new call. This can be accomplished by populating the UUS parameter (often known as the UUI) in the IAM message of the GTD (Generic Transparency Descriptor) data that is sent to the gateway from the network in the Q.931 setup message. The gateway and CVP can extract this data and send it to ICM on a new call. Additionally, other parameters in the GTD can also be extracted and sent to ICM if the user so desires. Any parameter contained in the NSS IAM message can be extracted as long as the ingress IOS gateway also extracts it. Refer to for a description of all the GTD fields IOS 12.4 will extract. Alsorefer to the ITU-T Narrowband Signalling Syntax spec (Q.1980.1) for a detailed description of the IAM message. This feature is available in CVP Comprehensive and Advanced Speech Models and can be used with any CVP VRU type.

2.2.How It Works

The external system would insert the desired values into the dat field of the UUS parameter of the NSS IAM message. These NSS messages are used as the basis for building the GTD data that ultimately arrives at the IOS gateway from the PSTN. Note that the UUS.dat field is represented by pairs of hex digits. This means that if the external system wants to pass “12345” in the UUS dat field, it will arrive to the gateway with the following representation: “3132333435”. By default, this 2-byte hex value is what gets passed up to ICM. The ICM script would then need to manipulate via the Formula Editor. If desired, the user can specify an option on the gateway or the CVP Voice Browser to first convert to the 1-byte ASCII representation (i.e “12345”) *before* passing to ICM. Any data that cannot be represented by a printable ASCII character will be replaced with a “.” character. Therefore, if the incoming GTD data from the network contains binary data (such as counters), this option should not be used since it will result in a loss of valuable information. Additionally, other fields from the IAM message can also be utilized, if desired.

How that data moves from the gateway up to the ICM differs depending on the deployment model used. The format in which the data appears in ICM will also be somewhat different based on the deployment model. In any case, ICM 7.1(1) and beyond will accommodate a maximum length of 131 characters. Before that release, ICM will only accommodate a maximum length of 36 characters (see bug CSCsd30668)

Advanced Speech Model
The bootstrap.tcl file on the gateway extracts the GTD fields that the user has configured. Default is to extract UUS.dat if user specifies nothing. .
That data is then passed to the CVP app server in the HTTP URL as the CALL_UUI.
The app server places the CALL_UUI data in the GED-125 UUI variable which is then passed to ICM. ICM makes that data available in the Call.UserToUserInfo field in the ICM script. It also stores it in the UserToUser column in the TCD (Termination Call Detail record) in the database.

Comprehensive Model
GTD data is passed to the CVP Voice Browser automatically in the H323 setup in the NonStandardControl element. No gateway configuration is necessary.
The CVP Voice Browser extracts the GTD fields the user has configured via VBAdmin. Default is to extract the UUS if the user specifies nothing.
That data is then passed to the CVP app server in the HTTP URL as the CALL_UUI.
The app server places the CALL_UUI data in the GED-125 UUI variable which is then passed to ICM. ICM makes that data available in the Call.UserToUserInfo field in the ICM script. It also stores it in the UserToUser column in the TCD (Termination Call Detail record) in the database.

2.3.Configuration

For the following examples, assume the GTD data that arrived from the network was:

6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,

PRN,isdn*,,ATT5*,

USI,rate,c,s,c,1

USI,lay1,ulaw

TMR,00

CPN,00,,u,5900

CPC,09

FCI,,,,,,,y,

UUS,3,3132333435

GCI,87c0c79d91dd11daa9c4000bfda207f2

a)Advanced Speech Model

Assume that you want to extract UUS.dat and convert it to ASCII before sending to ICM. Additionally, you also want to extract CPC.cpc. Note that you can extract up to 20 GTD fields.

On the gateway:

conf t

application

service your-cvp-service-name

param gtd-attribute0 uus

param gtd-field0 dat

param gtd-format0 ascii

param gtd-attribute1 cpc

param gtd-field1 cpc

dial-peer voice pots 123

service your-cvp-service-name

The data that will appear in ICM UserToUserInfo will look as follows. Note that two semicolons delimit NSS parameters. Fields within the NSS parameter are delimited by a comma.

uus.dat,12345;;cpc.cpc,09;;

b)Comprehensive Model

Assume that you want to extract UUS and convert it to ASCII before sending to ICM. Additionally, you also want to extract CPN data. Note that unlike with Advanced Speech, you cannot extract down to field level – it is all-or-nothing for a parameter. In other words, if you wanted to extract the CPN noa field, you also will also end up getting the CPN inn, noi, and # fields as well.

On the CVP Voice Browser from VBAdmin:

setUUI “UUS:2 , CPN”

The “:2” says to convert the second field in the UUS parameter string to ASCII before sending to ICM.

The data that will appear in the ICM UserToUserInfo will look as follows. Note that two semicolons delimit NSS parameters. Fields within the NSS parameter are delimited by a comma.

UUS,3,12345;;CPN,00,,u,5900;;

2.4.Debugging Tips

a)Advanced Speech Model

On the gateway, turn on:

debug voip application script

debug gtd

In the gateway log, look for the GTD values:

6616806: *Jan 31 17:12:41.220: cdapi_find_tsm: Found a gtd msg of length 144:

6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,

PRN,isdn*,,ATT5*,

USI,rate,c,s,c,1

USI,lay1,ulaw

TMR,00

CPN,00,,u,5900

CPC,09

FCI,,,,,,,y,

UUS,3,3132333435

GCI,87c0c79d91dd11daa9c4000bfda207f2"

Look for the GTD values sent to the ICM via the CVP app server:

> CVP bootstrap.tcl: 87C0C79D.91DD11DA.A9C4000B.FDA207F2: UUI sent to ICM isuus.dat,12345;;cpc.cpc,09;;

b)Comprehensive Model

CVP Voice Browser debugging

In VBAdmin, “setH323Trace on” and “setIntTrace on”

The VB log will show the GTD that arrives from the gateway and subsequently the CALL_UUI string that is getting passed to the CVP app server. Note that because of URL-encoding, the string that is shown in the CVP logs may not appear totally correct. The validity of the data should be checked in the ICM script or TCD record.

10:13:25 VoiceBrowser-VB Trace: 00000009: H323: gtd = IAM,

PRN,isdn*,,ATT5*,

USI,rate,c,s,c,1

USI,lay1,ulaw

TMR,00

CPN,00,,u,5900

CPC,09

FCI,,,,,,,y,

GCI,ec0fbfed926911da8aa8ccd458cce346

10:13:28 VoiceBrowser-VB Trace: 00000009: INTF: Fetching VXML. URL: chleblan-mcs:8000/servlet/isn?MSG_TYPE=CALL_NEW&ERROR_CODE=0&CLIENT_TYPE=ISN&CALL_ID=ec0fbfed-9269-11da-8aa8-ccd458cce346&CALL_DNIS=5900&CALL_UUI=CPC,09 GCI,ec0fbfed926911da8aa8ccd458cce346

ICM data debugging

The UserToUser column in the t_Termination_Call_Detail table database record in the data base should contain the value of the GTD that got passed. It can also be accessed from the Call.UserToUserInfo call variable in ICM Script Editor.

CLI Override

3.1.Feature Description

In some situations, there is a need to override the CLI field on outgoing transfers via either a Label node or an ECC variable in the ICM routing script. This capability is specifically required for transfers into Unity; that system uses both ANI and DNIS to determine the appropriate mailbox to access. More generally, since CLI is passed through most networks and into most call-handling devices, this feature provides a back-door method to transmit arbitrary data during transfers when translation routing is not feasible.

This feature introduces a new ECC variable (override_cli), which the customer need not configure if he does not require the feature.

3.2.How It Works/Configuration

CLI override is controlled from the ICM routing script. The user can do it one of two ways:

Append “;CLI=NNNNNNNN” to the label in a LABEL node. Setting NNNNNNNN to the word null will blank out the CLI on the transfer.

Example: Setting a label node to 1111;CLI=9876543 will result in a transfer to 1111 using a CLI of 9876543.

Example: Setting a label node to 1111;CLI=null will result in a transfer to 1111 using an empty CLI.

Set ECC variable “call.user.microapp.override_cli” prior to invoking a transfer via Queue to Skill Group, Label node, etc. The user.microapp.override_cli ECC variable must be added and enabled in Enterprise->Expanded Call Variable List. Set the maximum length to whatever you feel will be the maximum length of the data that will be used for CLI override. The CVP app server will need to be restarted after adding this variable to ICM. Setting the variable to the word null will blank out the CLI on the transfer.

Example: Setting ECC variable call.user.microapp.override_cli to 9876543 prior to a Queue to Skill Group where agent 1111 becomes available will result in a transfer to 1111 using a CLI of 9876543.

Example: Setting ECC variable call.user.microapp.override_cli=null prior to a Queue to Skill Group where agent 1111 becomes available will result in a transfer to 1111 using an empty CLI.