Cisco Cisco Unified Customer Voice Portal 11.0(1)

Reporting Server

The Reporting Server houses the Reporting Service, and hosts an IBM Informix Dynamic Server
(IDS) database management system.

The Reporting Service provides historical reporting to a distributed self-service deployment in
a call center environment. The system is used to assist call center managers with call activity
summary information to manage daily operations. It can also provide operational analysis of
various IVR applications.

The Reporting Service receives reporting data from the IVR Service, the SIP Service (if used),
and the VoiceXML Server. As stated, it is deployed together with an Informix database
management system, and it transforms and writes this reporting data into this database. The
database schema is prescribed by the Unified CVP product, but the schema is fully published
so that customers can develop custom reports based on it.

The Reporting Service does not itself perform database administrative and maintenance activities
such as backups or purges. However, Unified CVP provides access to such maintenance tasks
through the Operations Console.

There only needs to be one Reporting Server in a deployment. This does not represent a single
point of failure, however, because data safety and security are provided by the database
management system, and temporary outages are tolerated due to persistent buffering of
information on the source components. However, if more than one Reporting Server is used,
be aware that:

•

Each Call Server can be associated with only one Reporting Server

•

Reports cannot span multiple Informix databases

Operations Console

This component is required in every Unified CVP deployment. It provides the administration
and configuration interface for all Unified CVP product components using the JMX (Java
Management Extensions) protocol, and it offers shortcuts into the administration and
configuration interfaces of all the remaining components.

The Operations Console also offers a direct link to Support Tools, which can collect trace logs
and perform other diagnostic and instrumentation functions on many solution components.

The Operations Console is, in effect, the dashboard by which an entire Unified CVP deployment
can be managed.

The Operations Console must itself be configured with a map of the deployed solution network.
It can then collect and maintain configuration information from each deployed component. Both
the network map and the configuration information are stored locally on the server, where it
can be backed up by off-the-shelf backup tools. A web browser-based user interface, the
Operations Console provides the ability to both display and modify the network map and the

Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)