Microapps, ECC variables, CVP scripts

[himanshu87]

Hi,

1. As per my understanding there are 27 types of CVP variables. Where can i get the list of those 27 variables and allowed input for them.

2. Microapps are specific IVR instructions. Where can we actually open these Microapps in CVP?

3. Where are generally the audio files located which i want to use in sample scripts in CVP call studio.

Thanks

Himanshu

[Chintan Gajjar · Accepted solution]

1. you will find the information on how to configure ECC variables in CVP configuration guide.

if you have already configured them , you can use them in ICM script.

2. microapp is not any type of VXML application which open and review, those are in built in CVP code. and based on the instruction from ICM, CVP runs the predefined code.

though you can modify microapp templates to some extent at available at here: C:\Cisco\CVP\conf\VXMLTemplates

 3. audio files are located generally on media server (windows IIS), most of the time on same machine as CVP.

while you install CVP, you can have a option to install default english and spanish media files.

and if you choose that option, the files will be installed at c:\inetpub\wweroot\

[himanshu87]

Hi Chintan,

Thanks a lot for your response. I am doing self study of UCCE and end up asking very stupid questions.

One more question do all the microapps use vxml applications or only some

Thanks

Himanshu

[Chintan Gajjar]

no worries, every expert was beginer one day.

no microapp uses VXML application except GS.

GS (GetSpeech) is special microapp which instructs CVP to fetch external VXML document, and its also used to invoke out of box VXML application deployed on VXML server.

[himanshu87]

Hi Chintan,

I am little confused in two things.

1. In Run external script node, we map the script with one in ICM and the name we pass to CVP.

2. user.microapp.ToExtVXML : using application=Firstscript where Firstscript is the application developed in CVP Call studio.

I am confused as are these two same things?

Thanks

Himanshu

[Chintan Gajjar]

there are two points to understand here,

1. to instruct CVP what to execute.

you do it using the ToExtVXML array, you set application name and other parameters which you want to pass to the external application.

2. Instruct CVP to actually execute the external application.

you use the Run ext VRU script in ICM to do this. this step will send all the data to CVP which you have set in step 1 and instructs CVP to execute the relative application.

so the two things are not same, but they are tightly coupled. 

setting only variables in script will not do anything unless you use run ext script node to send them to CVP, and based on microapp CVP uses data you have set in your ECC variables and executes the application. 

[himanshu87]

Hi Chintan,

Can you share some difference between Send to VRU and Run external script node.

Thanks

Himanshu

[Chintan Gajjar]

Send To VRU is used in CVP environment when you want to send the call to VXML gateway port.

You do this before initiating any IVR interaction with caller because send VRU makes sure that the call is connected to VXML gateway and ready to perform IVR activity.

the send to VRU is optional and only necessary on some cases.

every Run External script node has built in send to VRU feature, so explicit send to vru is not really needed.

Run ext script node as explained earlier instructs CVP to perform certain activity based on what you select in node (PM,GD,GS etc).

[kavle]

Hello Chintan,

when the VXML or VVB is ready to perform IVR activity , will it consume any license for that ?

is so what is that license and where we can see that sir

[bill.king1]

You need licenses for the VXML applications, and you can see it in Operations Console as well as if you go on the CVP/VXML server itself and look in the logs and/or do a status.bat to show you how many callers are in the application.
In the newer versions of CVP, it uses Smart Licensing and you'll have to be in compliance otherwise eventually you'll get locked.
Here's a link about it.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp_12_5/installation/guide/ccvp_b_install_and_upgrade_12-5/ccvp_b_install_and_upgrade_12-5_chapter_01000.html

[kavle]

thank you sir.

I have one stupid question sorry

if the call goes to VVB upon CVP instructions based on the microapps(PM GD etc) what is the role of IIS service.

correct me if wrong .. if the case where Audio files on IIS ... VVB + IIS works together to play the annoucemnets ?

in case the audio on the Tomcat (VXML server).... VVB + Tomcat works together to play the annoucements ?

[janinegraves]

A VVB is a voice browser, it's analogous to a web browser. A simple web browser makes http requests to a web server (or application server) and gets back HTML that it interprets to display/play audio user. And then based on user input, makes another http request, etc, etc.  VVB is similar, except that it expects VXML (not HTML) and interprets it by playing audio and collecting DTMF.

IIS is a web server that returns static audio file to the VVB.
Tomcat is an application server (like a web server on steroids) that can return static audio files, but is really used to run web apps like the VXMLServer (which is a web app).

In the Cisco CCE/CVP environment, calls come in thru Ingress GW (or CUBE) and are forwarded thru CVP SIP process and ICM process to ICM.

ICM executes SendToVRU node which sends a transfer request to CVP SIP service, instructing it to invite a VVB into the call flow.

CVP SIP service sends a SIP invite to a selected VVB.

When the VVB accepts the invite, the CVP SIP service connects the ingress gw (CUBE) with the VVB to set up the phone connection between caller and VVB. CUBE to CVP is called the incoming switch leg. CVP to VVB is called the outgoing switch leg.

Now due to a script that runs on the VVB, the VVB makes an HTTP request to CVP Server Tomcat process - to request some VXML code. Tomcat relays this as a request instruction to the CVP ICM service (translator) who returns it to ICM as a successful response to the Send to VRU.

ICM routing script can now specify to interact with the caller using Microapps.

The PM, PD, GD microapps all send information to the CVP Tomcat process to use the templates @bill.king1 mentioned to send one simple VXML page to the VVB.

The VVB executes the VXML code (play audio, and possibly collect DTMF). If the VVB is to play audio to the caller, it's usually done using pre-recorded audio files. The audio files are stored on an IIS web-server called the Media Server. So the VVB makes an HTTP request to the IIS web server requesting an audio file (http://mediaserver/en-us/app/Welcome.wav). IIS returns the audio file and the VVB plays it, caches it, makes a new HTTP request to CVP Tomcat that all was successful

CVP Tomcat relays the result (or caller's response) to the ICM routing script. The ICM script exits the RunExtScript node.

In the case of the RunExtScript that executes the ICM Microapp named GS,Server,V - this execution is a little different. It's still sent to the CVP Tomcat to send VXML document to the VVB. But, this document instructs the VVB to temporarily stop communicating with ICM and instead to invoke a Call Studio app (running on VXML Server) as a subroutine (called a Subdialog). The Call Studio app takes over and starts sending VXML to/from the VVB as many times as it likes. The Call Studio app MUST ends with a special node (CVP_Subdialog_Return) which instructs the VVB to stop interacting with the Call Studio app, and to return the call processing and any returned data back to CVP Tomcat to return it to ICM. The ICM script exits the RunExtScript node.

[kavle]

wow. Thank you so much ma'am . This is great information .

you have covered many things in this post . Awesome !!!!!!!

[himanshu87]

Hi Chintan,

I am confused a bit..i was reading the CVP Scripting guide and it says that PM, GD also use External VXML files. How is it different from GS microapp.

Also for CVP in Run external script node do we always send Microapp(PM,GS, GD etc) or can we reference Microapps as well?

Thanks

Himanshu

[Chintan Gajjar]

--> I am confused a bit..i was reading the CVP Scripting guide and it says that PM, GD also use External VXML files. How is it different from GS microapp.

when you use microapps like PM,GD,M etc in run ext script node, the icm will pass instruction to CVP, and CVP will utilize this instruction to create VXML document to send it to VXML gateway.

the VXML gateway can now play prompt based on your configuration of microapp and also collect input from the caller.

i know in the CVP guide its mentioned that those microapp can also reference external static VXML doc which has prompt information, and ideally that should work but personally i have never done something like that and perhaps no else would have done in that way.

--> Also for CVP in Run external script node do we always send Microapp(PM,GS, GD etc) or can we reference Microapps as well?

i am not able to understand what you are asking here.

but to start of, i would suggest you to go through UCCE SRND followed by CVP SRND and explore some already built script and try to understand how they have done.