Contents

Introduction

Prerequisites

Requirements

Components Used

Background Information

Configure

PCCE 2K

PCCE 4K /12K

Verify

Troubleshoot

FTP Credentials Incorrect

FTP Port not Correct

CVP Web Service Management (WSM) Down

Related Information

Introduction

This document describes how to configure File Transfer  Protocol (FTP) on a Media Server in Package Contact Center Enterprise (PCCE).

Contributed by Ramiro Amaya, and Anuj Bhatia, Cisco TAC Engineer and Vikas Bhat, Cisco Engineering

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- Cisco Package Contact Center Enterprise

- Cisco Customer Voice Portal (CVP)

Components Used

The information used in the document is based on PCCE 12.5(1) version.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any step.

Background Information

The CVP Agent Greeting feature provides the ability to agents to record their own greetings. This agent greetings recorded are uploaded to the Media Server through an FTP server configured in the Media Server itself.

In PCCE 12.5, Media Server configuration can now be done through the Single Pane of  Glass (SPOG) o the PCCE Admin Workstation (AW). This brings the option to configure the FTP Server via the Media Server. The configuration is orchestrated to all CVP servers across all sites.

Configure

PCCE 2K

Step 1. Add the Media Server. Navigate to the Inventory card, select  the External Machine + icon.

Step 2. In the Type field select Media Server.

Step 3. Add the Hostname/IP Address of the Media Server. Select the FTP Enabled checkbox and provide the username and password.

Step 4. Click Save.

If the Media Server to be added is located in one of the CVP servers, you do not need to follow the previous procedure, instead, edit the CVP server already added in the PCCE initialization process, select the FTP Enabled checkbox and update the FTP credentials.

PCCE 4K /12K

Step 1. Add the Media Server. Navigate to the Inventory card, select on Import and then Device.

Step 2.  Download the Comma-Separated Values (CSV) template and fill the template with the Media Server details.

Step 3. Upload the template.

Step 4. The FTP server details have to be entered through SPOG, so that it can also be orchestrated along with Media Server details.

This can be done through edit of the machine page.

Verify

The verification procedure is actually part of the configuration process.

Troubleshoot

The Tomcat logs c:\icm\tomcat\logs\CCBU.<timestamp> are needed to troubleshoot the scenarios related to the Media Server and FTP server addition.

FTP Credentials Incorrect

FTP Port not Correct

CVP Web Service Management (WSM) Down

Related Information

PCCE Administration guide

Technical Support & Documentation - Cisco Systems