Tip to search multiple Cisco CVP activity log errors quickly

We’ve been chasing a Nuance issue and as part of the process I’m monitoring the activity logs for certain errors to see if they are related to the issue we’re chasing or something else. I have multiple applications across over a dozen CVP servers and going one by one using Notepad++ is time consuming. Since the Cisco life is a Windows world here’s a quick way to do this and save you a ton of time.

There are tools out there like PowerGREP which do something similar, but my personal choice is to use Sublime Text. From there you go to Find > Find in Files.

  1. In Where add the locations you want to search and separate them by a comma:

\\server1\c$\cisco\cvp\VXMLServer\applications\YourApp\logs\ActivityLog,\\server1\c$\cisco\cvp\VXMLServer\applications\YourOtherApp\logs\ActivityLog,\\server2\c$\cisco\cvp\VXMLServer\applications\YourApp\logs\ActivityLog,\\server2\c$\cisco\cvp\VXMLServer\applications\YourOtherApp\logs\ActivityLog

2. In Find, make sure to select Regular expression and enter:

(?=.*06\/11\/2020.*error\.noresource$)|(?=.*06\/11\/2020.*Hotevent_Error_NoResource$)\w+

3. Click Find and watch all matches appear.

The expression above is looking for two different types of errors. error.noresource and Hotevent_Error_NoResource. It’s looking for this information only for the date of 06/11/2020, to ensure we only get the most recent logs. Finally, since we know this error is always at the end of the line we use the $ to anchor that string at the end of the line.

I hope this helps someone else do their work faster.

~david

Cisco CVP Standalone Lab Installation

For this we’re using VMWare Fusion to install the OS, you should also have the CVP OVA and ISO to make your life easier.

File > Import. Choose OVA

Screen Shot 2020-02-09 at 7.40.27 AM.png

Continue
Accept
There are 3 options at this point for the VM configuration:

Cisco Unified CVP Call Server-VXML Server

Guest OS: Microsoft Windows Server 2012 (64-bit)
CPU: 4 vCPU
Memory: 10 GB vRAM
Disk: 1 – 250 GB vHDD
Network: 1 vNIC VmxNet3

Cisco Unified CVP Operations Console

Guest OS: Microsoft Windows Server 2012 (64-bit)
CPU: 2 vCPU
Memory: 4 GB vRAM
Disk: 1 – 80 GB vHDD
Network: 1 vNIC VmxNet3

Cisco Unified CVP Reporting Server

Guest OS: Microsoft Windows Server 2012 (64-bit)
CPU: 4 vCPU
Memory: 6 GB vRAM
Disk: 1 – 80 GB vHDD
Disk: 2 – 438 GB vHDD
Network: 1 vNIC VmxNet3

Since this is a lab, but I still want things to look as close to production as possible I will be using the Reporting Server deployment option.

Screen Shot 2020-02-09 at 7.45.39 AM.png

  • Install Windows 2012. Ensure you have two drives and make sure the machine is on the network.
  • Install IIS
  • Give it an IP on the network.
  • Disable IPv6
  • Run Windows Update
  • Disable Windows Update to run automatically
  • Mount the CVP ISO, open a command prompt and run CVP\Installer_Windows\setup.exe labonly

Screen Shot 2020-02-09 at 9.33.09 PM.png

Screen Shot 2020-02-09 at 9.34.27 PM.png

Screen Shot 2020-02-09 at 9.57.51 PM.png

Fill out the X.509 Certificate information.

Screen Shot 2020-02-09 at 10.01.33 PM.png

Screen Shot 2020-02-09 at 10.01.46 PM.png

Screen Shot 2020-02-09 at 10.02.01 PM

Screen Shot 2020-02-09 at 10.05.39 PM.png

Choose your favorite secure password.

Screen Shot 2020-02-09 at 10.19.54 PM.png

Finish and restart.

This is only one half of the equation, you’ll need need the voice piece in order to be able to get CVP to do anything.

~david

Individual Component Installation of Nuance on Windows 2012 R2

I have done more Nuance installs in the last few weeks than I’ve done in my whole life. Recently I had to revisit installing Nuance without using the Nuance Portal and since it had been a few years since I had gotten around to it I figured I would document the process as a few things were murky in my mind. We’re going to be installing:

License Manger 11.7
Nuance Recognizer 10.2.8
Nuance Vocalizer (Enterprise) 6.0.7
Nuance Speech Server 6.2.9

This installation will work with UCCE/CVP 11.6 using VVB which means mrcp2 and the configuration is specific to mrcp2.

License Manager

First start with the License Manager as this components allows everything else to operate. The installation is pretty much a next, next, finish process. You will be asked to do a restart of the server.

The validation process is pretty straight forward. First, ensure that the Windows service was installed. It should not be running, but it should be set as automatic. Next open up the Licensing Tools program you just installed go to Start/Stop/Reread and hit Start Server. This will use a temp license to start up. The temp license is stored in C:\Program Files\Nuance\license_manager\license. Once you start the service confirm you see the Windows service as running. And that the output of Server Status is this:

——–
Status
——–
Flexible License Manager status on Tue 4/7/2020 13:17

[Detecting lmgrd processes…]
License server status: 27000@NUANCEHOST
License file(s) on NUANCEHOST: C:\Program Files\Nuance\license_manager\license\temp.lic:

NUANCEHOST: license server UP (MASTER) v11.7

Vendor daemon status (on NUANCEHOST):

swilmgrd: UP v11.7
Feature usage info:

Users of dummy: (Total of 1 license issued; Total of 0 licenses in use)

Go to Config Services tab to point to your license file. As a matter of practice I keep all licenses files in the same location to make it easy. Either restart the service or re-read the license file to ensure it reflects your entitlement correctly. From this point forward you need to make sure to have a proper license for each component otherwise the validation steps will fail.

Nuance Recognizer

This installer is very much like the licensing tool, which means it’s a next, next, finished process. You will have to perform a restart of the server once it’s done. Additionally, you will need to install the languages you want your recognizer to support. As an example, for en-us, there are two files you will need to install: NRec-en-US-10.0.2-10.2.0.x86_64-windows.zip and NRec-en-US-10.0.2-10.2.0-CumulativePatch-2_windows.zip.

The base installation of en-us is straight forward, but the patch is a bit more involved. First, unzip the patch to a temporary location make sure this temp location doesn’t have any spaces in the name otherwise the installer will fail. Second, open a command prompt as an administrator and cd to the temporary location of the patch. Ensure that “echo %SWISRSDK%” returns where the recognizer is installed for example C:\Program Files\Nuance\Recognizer. Also validate what version of nuance you’re running by running “nuance-version -p”. What you want to pay attention is the following:

Name: Nuance Recognizer
Location: C:\Program Files\Nuance\Recognizer\
Version:
Nuance Recognizer 10.2.8.2017022711 x86_64 – Package revision 17058

Name: Nuance Recognizer English en-US Language Pack
Location: C:\Program Files\Nuance\Recognizer\config\en.us\10.0.2
Version:
Nuance Recognizer en-US Language Pack – Rev. 10.0.2-10.2.0-15335

This tells us we have our base install and the language. Now run the install_cumulative_patch.bat and then validate it installed correctly by checking the Nuance version again. You should see this:

Name: Nuance Recognizer
Location: C:\Program Files\Nuance\Recognizer\
Version:
Nuance Recognizer 10.2.8.2017022711 x86_64 – Package revision 17058

Name: Nuance Recognizer English en-US Language Pack
Location: C:\Program Files\Nuance\Recognizer\config\en.us\10.0.2
Version:
Base: Nuance Recognizer en-US Language Pack – Rev. 10.0.2-10.2.0-15335
Cumulative Patch 2:
ELANGPACKS-36 Creditcard expiry date grammar – Extend default expiry year to be 25 years from now (parameter maxallowed changed to 300 months)
ELANGPACKS-39 Fixed @reject@, added @exh@ and removed #sil# from @noise
@ entries in system dictionary – all grammars recompiled with updated system dictionary
ENR-124 Added missing transcription ‘zed’ for letter z to system
dictionary

There are two ways to configure the recognizer service. The first is by editing Baseline.xml and the second it to use a user config which overwrites Baseline.xml. My preferred method is to use a user config file as it’s much easier to manage and it removes the monstrosity that is the Baseline files, but because that’s a whole other ball of wax we’re going to just do the direct edit to Baseline.xml. You must enter the licenses you have available in the value tags below in the following two lines:

<param name=”swirec_license_ports”>
<declaration group=”license” type=”int”
set_by=”default”>
<min_value>0</min_value>
</declaration>
<value>4</value>
</param>

<!– How many osr_swiep licenses will be checked out during SWIepInit() –>
<param name=”swiep_license_ports”>
<declaration group=”license” type=”int”
set_by=”default”>
<min_value>0</min_value>
</declaration>
<value>4</value>
</param>

The final step is ensuring you set the Recognizer to start as a service. Open up a command prompt again and cd to C:\Program Files\Nuance\Recognizer\Recognizer Service\amd64\bin. From there you need to decide what parameters you’ll set for the service. The below parameters are the default and should be used unless you know exactly what you’re doing.

C:\Program Files\Nuance\Recognizer\Recognizer Service\amd64\bin>nrs-win-service-
init.exe -i nrs-win-service.exe -servlet nrs -port 8200

From there start your service and then it’s time to validate everything worked as expected.

To validate that your recognizer is working as expected Nuance provides a small exe which allows you to test your config. You can find the utility at C:\Program Files\Nuance\Recognizer\samples\swirec_sample\SWIrecSample.exe. Using the command prompt run the utility piping the output to a log file:

SWIrecSample.exe > log.txt

You should see a lot of successful lines in the log file, here’s a small sample:

Function SWIrecInit returned SUCCESS.

Calling SWIepInit.

Calling SWIrecRecognizerCreate.

Function SWIrecRecognizerCreate returned SUCCESS.

Calling SWIrecSessionStart.

Nuance Vocalizer and Languages

Same thing as all the other installers, these are just a next, next, finished. Ensure you install the vocalizer first, restart, then languages and restart. The configuration is pretty straight forward too. As before having a user config is my preferred method however we’re going to stick with the basics and just update baseline.xml. Please note that this baseline.xml is different than the Recognizer Baseline.xml. Here are the two parameters you have to update based on your license entitlement:

<tts_license_ports>4</tts_license_ports>
<cpr_license_ports>4</cpr_license_ports>
<ssml_validation>warn</ssml_validation>

One thing to note is that the Vocalizer doesn’t need a Windows service to run, so don’t think you’ve done something wrong if you can’t see it in the services window. The validation process is two parts too. First run the nuance-version -p command and validate your voices are installed and recognized:

Name: Vocalizer for Enterprise en-US Zoe bet4 f8
Location: C:\Program Files (x86)\Nuance\Vocalizer for Enterprise\
Version:
Vocalizer for Enterprise 6.1.1.2013100217
Vocalizer for Enterprise Build ID 6.1.1.13275
Language: en-US
Voice: Zoe
Voice model: bet4
Coder: encrypt
Language version: 5.2.3.0000
Voice version: 5.2.3.13269

Name: Vocalizer for Enterprise
Location: C:\Program Files (x86)\Nuance\Vocalizer for Enterprise\
Version:
Vocalizer for Enterprise 6.0.7.2018052303
Vocalizer for Enterprise Build ID 6.0.7.18143

Next using the command line cd to C:\Program Files (x86)\Nuance\Vocalizer for Enterprise\common\speech\components and run the following command:

nvncmdline.exe -l en-us -n Zoe -s “Hello this is Zoe using text to speech.” -w –
o test.wav

Please note that you have to match the language and voice you have installed in the system. The good thing is that this command’s error outputs will tell you if there’s an issue with either the voice or the language not being detected. If the command runs successfully listen to test.wav to ensure it sounds like you expect it to.

Nuance Speech Server

The most important piece of this is that you install this component last as the installer detects the Recognizer and Vocalizer upon running. If you don’t install it last, then you will have to make some changes to your config to allow the Speech Server to know where to find the other components. The installer just like the others is just a next, next, finish installation. You will have to restart the server upon completion. Additionally, you should install the Nuance Speech Server Client matching your Speech Server which will allow you validate your configuration. Once everything is installed ensure the service is started and set it to an automatic startup type.

Validation is similar to the Vocalizer. Nuance provides a client which is able to test the Speech Server. From the command prompt go to C:\Program Files (x86)\Nuance\Speech Server\Client\script. From there run the following command:

..\bin\client.exe -s localhost -p 5060 demoprompt.mrcp

The output will be in demoPrompt.log and should be a good bit of SIP messaging and SSML. The most likely error you will see is that your service is not started or that you don’t have a valid license. Here’s a sample of the output:


INVITE sip:mresources@localhost:5060 SIP/2.0
Via: SIP/2.0/TCP NUANCEHOST:49474;branch=z9hG4bKf529526265c4fb15
Max-Forwards: 6
To: MediaServer <sip:mresources@localhost:5060>
From: clien_user <sip:clien_user@NUANCEHOST:49474>;tag=b5d67ee5
Contact: <sip:clien_user@NUANCEHOST;transport=TCP>
Call-ID: a385e9e251def062
CSeq: 1467710150 INVITE
Content-Type: application/sdp
Content-Length: 322

<?xml version=”1.0″?>
<speak version=”1.0″ xml:lang=”en-US” xmlns=”http://www.w3.org/2001/10/synthesis”>
<p>
<s>You have 4 new messages.</s>
<s>The first is from <say-as
interpret-as=”name”>Stephanie Williams</say-as>
and arrived at
<say-as interpret-as=”time”>3:45pm</say-as>.</s>

<s>The subject is <prosody
rate=”fast”>ski trip</prosody></s>
</p>
</speak>

Add your new ASR and TTS server to VVB and you should be good to go.

~david

Using AWS Transcribe to get IVR prompt verbiage

I’m a stickler for documentation and a bigger stickler for good documentation. Documentation allows the work you’ve produced to live on beyond you and help others get up to speed quickly. It feels that documentation is one of those things everyone says they do, but few really follow through. There’s nothing hard about it, but it’s something you need to work on as you’re going through your project. Do not leave documentation to the end, it will show. So DO IT!

I’ve recently started a new project to migrate an IVR over to CVP. To my pleasant surprise the customer had a call flow, prompts, a web service definition document, and test data. A dream come true! As I started the development I noticed that the verbiage in the prompts didn’t match the call flow and considering my “sticklerness” I wanted to update the call flow to ensure it matches 100% with the verbiage.

I’m always looking for excuses to play around with Python, so that’s what I used. I hacked together the script below which does the following:

  • Creates an AWS S3 bucket.
  • Uploads prompts from a specific directory to bucket.
  • Creates a job in AWS Transcribe to transcribe the prompts.
  • Waits for the job to be completed.
  • Creates a CSV names prompts.csv
  • Deletes transcriptions jobs
  • Deletes bucket

The only things you will need to change to match what you’re doing is the following:

 
local_directory = 'Spanish/'
file_extension = '.wav'
media_format = 'wav'
language_code = 'es-US'

The complete code is found below, be careful with the formatting it might be best to use copy it from this snippet:

</pre>
<pre>from __future__ import print_function
from botocore.exceptions import ClientError

import boto3
import uuid
import logging
import sys
import os
import time
import json
import urllib.request
import pandas

local_directory = 'French/'
file_extension = '.wav'
media_format = 'wav'
language_code = 'fr-CA'

def create_unique_bucket_name(bucket_prefix):
    # The generated bucket name must be between 3 and 63 chars long
    return ''.join([bucket_prefix, str(uuid.uuid4())])

def create_bucket(bucket_prefix, s3_connection):
    session = boto3.session.Session()
    current_region = session.region_name
    bucket_name = create_unique_bucket_name(bucket_prefix)
    bucket_response = s3_connection.create_bucket(
        Bucket=bucket_name,
    )
    # print(bucket_name, current_region)
    return bucket_name, bucket_response

def delete_all_objects(bucket_name):
    res = []
    bucket = s3Resource.Bucket(bucket_name)
    for obj_version in bucket.object_versions.all():
        res.append({'Key': obj_version.object_key,
                    'VersionId': obj_version.id})
    # print(res)
    bucket.delete_objects(Delete={'Objects': res})

s3Client = boto3.client('s3')
s3Resource = boto3.resource('s3')
transcribe = boto3.client('transcribe')
data_frame =  pandas.DataFrame()

# Create bucket
bucket_name, first_response = create_bucket(
    bucket_prefix = 'transcription-',
    s3_connection = s3Client)

print("Bucket created %s" % bucket_name)

print("Checking bucket.")
for bucket in s3Resource.buckets.all():
    if bucket.name == bucket_name:
        print("Bucket ready.")
        good_to_go = True

if not good_to_go:
    print("Error with bucket.")
    quit()

# enumerate local files recursively
for root, dirs, files in os.walk(local_directory):
    for filename in files:
        if filename.endswith(file_extension):
            # construct the full local path
            local_path = os.path.join(root, filename)
            print("Local path: %s" % local_path)
            # construct the full Dropbox path
            relative_path = os.path.relpath(local_path, local_directory)
            print("File name: %s" % relative_path)
            s3_path = local_path
            print("Searching for %s in bucket %s" % (s3_path, bucket_name))
            try:
                s3Client.head_object(Bucket=bucket_name, Key=s3_path)
                print("Path found on bucket. Skipping %s..." % s3_path)
            except:
                print("Uploading %s..." % s3_path)
                s3Client.upload_file(local_path, bucket_name, s3_path)
                job_name = relative_path 
                job_uri = "https://%s.s3.amazonaws.com/%s" % (
                    bucket_name, s3_path)
                transcribe.start_transcription_job(
                    TranscriptionJobName=job_name,
                    Media={'MediaFileUri': job_uri},
                    MediaFormat=media_format,
                    LanguageCode=language_code
                )
                while True:
                    status = transcribe.get_transcription_job(TranscriptionJobName=job_name)
                    if status['TranscriptionJob']['TranscriptionJobStatus'] in ['COMPLETED', 'FAILED']:
                        break
                    print('Transcription ' + status['TranscriptionJob']['TranscriptionJobStatus'])
                    time.sleep(25)
                print('Transcription ' + status['TranscriptionJob']['TranscriptionJobStatus'])
                response = urllib.request.urlopen(status['TranscriptionJob']['Transcript']['TranscriptFileUri'])
                data = json.loads(response.read())
                text = data['results']['transcripts'][0]['transcript']
                print("%s, %s "%(job_name, text))
                data_frame = data_frame.append({"Prompt Name":job_name, "Verbiage":text}, ignore_index=True)
                print("Deleting transcription job.")
                status = transcribe.delete_transcription_job(TranscriptionJobName=job_name)

#Create csv
print("Writing CSV")
data_frame.to_csv('prompts.csv', index=False)

# Empty bucket
print("Emptying bucket.")
delete_all_objects(bucket_name)

# Delete empty bucket
s3Resource.Bucket(bucket_name).delete()
print("Bucket deleted.")</pre>
<pre>

I hope this helps someone out there create better documentation.

~david

CVP Studio Features Dialog

Multiple CVP Studio Versions on the Same Machine

If you’re like me and do a fair bit of CVP work, including development, and you like to run the same version of Studio as the version you’re deploying against, then you’ve struggled with the fact that CVP Studio doesn’t play very nice with other versions of CVP Studio. Hopefully this blog helps you get all versions of CVP Studio running in harmony on your Windows machine. This method has worked well when going from CVP 12.x to 11.x to 10.x. As well as going the other way around.

  • Backup your registry.
  • If you have a 12.x version of CVP Studio installed:
    • DELETE:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{763E1DF9-41BC-4C54-9705-A0C6D1594B26}
  • If you have a 10.x or 11.x version of CVP Studio installed:
    • DELETE: [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{763E1DF9-41BC-4C54-9705-A0C6D1594B26}]
  • Install the new version of CVP Studio in a different directory. I like to install mine in c:\cisco\CallStudioxxx, where xxx is the version (e.g. 100, 115, etc).
  • Repoint and create new shortcuts for the various versions.

You will have to repoint your shortcuts, but other than that you should be all good.

CVP Studio Features Dialog

CVP 11 and 12 running side by side.

~david

Revisting Saving Host Names in Cisco AnyConnect Client

One of my most popular blog posts is this where I talk about how to set your AnyConnect VPN client to remember the addresses of the various VPN URLs you use. I figured I would be good to revisit it since it’s been 5 years since I last talked about it to ensure things still worked the same way as they did back in 2014.

First, everything still works the same way on Windows 10. You go to C:\ProgramData\Cisco\Cisco AnyConnect Secure Mobility Client\Profile create a new xml file. I call mine Profile.xml and use the following format:

<?xml version=”1.0″ encoding=”UTF-8″?>
<AnyConnectProfile xmlns=”http://schemas.xmlsoap.org/encoding/” xmlns:xsi=”http://www.w3.org/2001/XMLSchema-instance” xsi:schemaLocation=”http://schemas.xmlsoap.org/encoding/ AnyConnectProfile.xsd”>
<ServerList>
<HostEntry>
<HostName>dcloud-rtp-anyconnect.cisco.com</HostName>
<HostAddress>dcloud-rtp-anyconnect.cisco.com</HostAddress>
</HostEntry>
<HostEntry>
<HostName>2dcloud-rtp-anyconnect.cisco.com</HostName>
<HostAddress>dcloud-rtp-anyconnect.cisco.com</HostAddress>
</HostEntry>
<HostEntry>
<HostName>3dcloud-rtp-anyconnect.cisco.com</HostName>
<HostAddress>dcloud-rtp-anyconnect.cisco.com</HostAddress>
</HostEntry>
</ServerList>
</AnyConnectProfile>
Save it and restart your client and it will look like this:
VPN Client With Multiple URLs Saved
There is another method I’ve found and this involves some additional software. First, from software.cisco.com you have to install the Profile Editor (Windows), you only need to enable the Cisco AnyConnect Profile Editor. Once installed run the program.
Screen Shot 2020-01-14 at 9.38.43 AM
Go to Server List > Add:
Screen Shot 2020-01-14 at 9.44.24 AM
Go to File > Save As and save the XML file to same location C:\ProgramData\Cisco\Cisco AnyConnect Secure Mobility Client\Profile, restart the client and you should be all set.
~david

VMWare Fusion 11.5 Windows 10 VM Black Screen on Catalina

I wanted to do a quick post on this as I had to try multiple things to get my Windows 10 VM up and running. There are two posts which helped. TCC DB Updates and the processor change post 10. To summarize it both links:

Turn Off the Rootless

  1. Reboot your MAC and hold CMD+R to enter the recovery mode.
  2. Open the terminal.
  3. Enter csrutil disable
  4. Restart

From a terminal run:

tccutil reset All com.vmware.fusion   
 
sudo sqlite3 "/Library/Application Support/com.apple.TCC/TCC.db" 'insert into access values ("kTCCServiceScreenCapture", "com.vmware.fusion", 0, 1, 1, "", "", "", "UNUSED", "", 0,1565595574)'   3, 
sudo sqlite3 "/Library/Application Support/com.apple.TCC/TCC.db" 'insert into access values ("kTCCServiceListenEvent", "com.vmware.fusion", 0, 1, 1, "", "", "", "UNUSED", "", 0,1565595574)'   4, 
sudo sqlite3 "/Library/Application Support/com.apple.TCC/TCC.db" 'insert into access values ("kTCCServicePostEvent", "com.vmware.fusion", 0, 1, 1, "", "", "", "UNUSED", "", 0,1565595574)'

Turn On the Rootless

  1. Reboot your MAC and hold CMD+R to enter the recovery mode.
  2. Open the terminal.
  3. Enter csrutil enable
  4. Restart

Launch Fusion and ensure that under your Mac’s Security and Privacy:

Accessibility > VMWare Fusion is checked
Screen Recording > Vmware Fusion is checked

With your VM shutdown go to settings > Processor and Memory and check these two settings:

VMProcessor&Memory

Hope this helps another poor soul.

~david

Connect Squirrel SQL to UCCX DB

I found a good bit of information on this, but none of it was in a single post. Figured it might help to see all the steps in a single spot. This assumes 11.x UCCX from a Windows machine.

  • Download Squirrel SQL https://sourceforge.net/projects/squirrel-sql/.
  • Open a command prompt with Administrator privileges.
  • Move to were the Squirrel jar file is found.
  • Run “java -jar squirrel-sql.XXX.jar”.
  • Besides the standard options add the Informix drivers.
  • Download the latest Informix JDBC driver from https://mvnrepository.com/artifact/com.ibm.informix/jdbc/
  • Place JDBC drive in the Squirrel SQL lib folder. You shoul be able to click on Drivers and scroll down and see a check mark next to Informix.
  • Go to UCCX Administrator > Tools > Password Managenet reset the password for uccxhruser. If you do this and you have a HA setup, make sure that you click on “Check Consistency” to validate that both nodes have the latest password. If they don’t, login to both nodes and do the previous step on each.
  • Connection URL format is: jdbc:informix-sqli://<fqdn or ip>:1504/db_cra:INFORMIXSERVER=<hostname>_uccx
  • Connect and to validate that you get some data go to SQL and run a query like “select contactType, applicationName from ContactCallDetail where ContactCallDetail.startDateTime >= ‘2019-07-01 00:00:00′”

~david

Release Nuance ASR License in Cisco Contact Center Enterprise & Virtual Voice Browser (VVB)

This topic seems to come up everytime I’m on an ASR project. I finally got a definetive answer out of Cisco on the “right” way to do this. The most popular approach to release the Nuance license is to have a dummy label in your ICM script. You can read all the details in this post. However, a much cleaner way of doing it involves adding a CVP collection/capture element, I like to use Digits, set the Input Mode to dtmf, all collection timers to 1, and play a very short silent prompt. Additionaly, add the following VXML property com.cisco.asr-server = Default.

CVP Studio Digits Elements for Nuance Release

How to confirm this actually works? Start Wireshark from one of your Nuance servers and and use the following filter:

(!sip.CSeq.method == "OPTIONS")&&(sip)&&frame.len in {874 504}

The above filter will only show the Invites and Byes to the Nuance service. Which will yield the following output:

"No.","Time","Source","Destination","Protocol","Length","Info"
"100","8.769243","10.10.10.16","10.10.10.17","SIP/SDP","874","Request: INVITE sip:asr@nuancesvr:5060;transport=tcp | "
"3699","95.355613","10.10.10.16","10.10.10.17","SIP","504","Request: BYE sip:mrcpserver@nuancesvr:5060;transport=TCP | "

You should confirm that the IPs in the capture are those of your VVB and Nuance box.

~david

Cisco Finesse Workflows Troubleshooting

I ran into this problem today and I had never really thought about how you could troubleshoot issues where a workflow wasn’t working. It had always been, if it worked it worked. Took a bit of time to figure out how to dig in to the right Finesse logs to see why exactly my workflow was not firing. In my particular case I have a screen pop workflow which is supposed to pop if a call variable contains a specific word. We’re going to figure out why the workflow never worked.

First, you should go to the URL below enable persistent logging and sign in to Finesse as your agent. To be safe you might want to clear the local storage, but that’s not really necessary.

https://fqdn/desktop/locallog

Second, send in a new call which is supposed to trigger the workflow.

Thrid, in a new tab open the locallog URL and let’s walk through what we see.

One of the first things you’ll see is that Finesse pulls all the workflows associated with your team:

2019-02-19T15:46:46.901 -05:00: BF8760: FQDN: Feb 19 2019 12:46:47.214 -0800: Header : [ClientServices] Workflows: requestId='undefined', Making REST request: method=GET, url='https://FQDN:/finesse/api/User/9056/Workflows?nocache=1550609206901'
2019-02-19T15:46:47.227 -05:00: BF8760: FQDN: Feb 19 2019 12:46:47.540 -0800: Header : [ClientServices] Workflows: requestId='undefined', Returned with status=200, content='&lt;Workflows&gt;&lt;Workflow&gt;&lt;name&gt;PARTICIPANT OVERVIEW WORKFLOW&lt;/name&gt;&lt;description&gt;PARTICIPANT OVERVIEW&lt;/description&gt;&lt;uri&gt;/finesse/api/Workflow/1&lt;/uri&gt;&lt;TriggerSet&gt;&lt;name&gt;CALL_ARRIVES&lt;/name&gt;&lt;type&gt;SYSTEM&lt;/type&gt;&lt;triggers&gt;&lt;Trigger&gt;&lt;comparator&gt;IS_EQUAL&lt;/comparator&gt;&lt;value&gt;Voice&lt;/value&gt;&lt;Variable&gt;&lt;name&gt;mediaType&lt;/name&gt;&lt;node&gt;//Dialog/mediaType&lt;/node&gt;&lt;type&gt;CUSTOM&lt;/type&gt;&lt;/Variable&gt;&lt;/Trigger&gt;&lt;Trigger&gt;..

Next you’ll see that Finesse will see if there’s a workflow to run if the agent has logged in or gone ready. So it will evaluate the workflow conditions based on this trigger. This happens always even if you don’t have a workflow with these trigger conditions.

2019-02-19T15:46:47.237 -05:00: BF8760: FQDN: Feb 19 2019 12:46:47.550 -0800: Header : [WorkflowEngine] Entering 'Busy' state, from: 'loggingIn'. Triggering start of queued event processing.
...
2019-02-19T15:46:47.412 -05:00: BF8760: FQDN: Feb 19 2019 12:46:47.725 -0800: Header : [WorkflowEngine] "" IS_EQUAL "Voice" evaluates to FALSE

So far so good, but we’ve not gotten to our workflow which is supposed to launch on call arrival.

2019-02-19T15:48:14.103 -05:00: BF8760: FQDN: Feb 19 2019 12:48:14.419 -0800: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
...
2019-02-19T15:48:14.191 -05:00: BF8760: FQDN: Feb 19 2019 12:48:14.507 -0800: Header : [WorkflowEngine] Evaluating conditions for workflow: {"workflowName":"CASE SEARCH","eventType":"Dialog","eventUri":"/finesse/api/Dialog/33558863"}
2019-02-19T15:48:14.191 -05:00: BF8760: FQDN: Feb 19 2019 12:48:14.507 -0800: Header : [WorkflowEngine] "ATTORNEY" CONTAINS ""ATTORNEY"" evaluates to FALSE

As you can see in the last line our workflow is supposed to launch if ATTORNEY contains ATTORNEY, but we have “” arround the string which is causing it to not match. By going to Finesse adming and changing your workflow to not contain the quotes fixed the issue right up.

~david