Cisco Cisco Customer Voice Portal 8.0(1)

Reporting Architecture

The following diagram shows the Unified CVP architecture. For clarity, the diagram separates

the reporting service and the database.

The connection of the Operations Console to the Call Server through an OAMP Resource

Manager (ORM) is simply indicative. The ORM is invisible to the end-user. An ORM is

co-located with each managed Unified CVP component, and the Operations Console is connected

to each component.

Figure 1: CVP Architecture

A Call Server is a physical machine on which resides, for example, the IVR Service, the SIP

Service, and the ICM Service. The Call Server uses a central messaging bus to allow each service

to communicate.

The reporting service connects to the message bus through either an in-process plug-in or an

out-of-process plug-in—depending on whether the reporting service resides in the same JVM

with the message bus system.

The service listens to all messages passing through the message bus and captures call-state

change messages sent from SIP or IVR services or reporting messages sent from a VXML

Server.

The reporting service then parses those messages, converts them into batches of applicable SQL

statements, and executes them into a SQL database using the Java Database Connectivity (JDBC)

API.

The reporting service can also receive and process Unified CVP messages related to Unified

CVP system administrative tasks—such as turning on or off debugging, querying statistics, and

so forth. As the diagram shows, the reporting service can be shared by multiple Call Servers

that belong to the same Unified CVP deployment.

Reporting Guide for Cisco Unified Customer Voice Portal Release 8.0(1)