Home

VOX SERVER - Avaya Support

1. vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request ps_ani The pseudo ANI that is associated with the current call If no pseudo ANIs are available the request fails Errors Bad vduid Missing arguments EI VOX SERVER PROGRAMMER S GUIDE Example Failed pseudo ani VOX pseudo ani 745 3211 VOX pseudo ani response 745 3211 6175551212 VOX pseudo 11 VOX pseudo ani response 11 6175551212 VOX setvdu Syntax Response Description Errors Example VOX setvdu value reqid VOX setvdu vdu_id namel valuel name2 value2 reqid VOX setvdu channelnum name value reqid VOX setvdu channelnum namel valuel name2 value2 reqid tvdu tvdu tvdu tvdu VOX VOX VOX VOX spons spons spons spons vdu_id name value reqid Vdu id namel valuel name2 value2 reqid channelnum name value reqid channelnum 1 value1 name2 value2 reqid nan an r r I ne Set or change a value in the named eDU The value is immediately set in the eDU The VOX Server s eDU value cache is updated with the name and value as well Setting more than one element at a time is supported on some VRUs Please check the VRU specific documentation The absolute upper limit is 255 name value pairs The VRU may provide a and the channel
2. This documentation and the Quintus eContact Suite software were developed at private expense and no part of them is in the public domain Any use of this documentation or any of the Quintus eContact Suite software which on behalf of the United States of America its agencies and or instrumentalities U S Government is provided with Restricted Rights The Quintus eContact Suite software and this documentation is Restricted Computer Software as that term is defined in Clause 52 227 19 of the Federal Acquisition Regulations and is Commercial Computer Software as that term is defined in Subpart 227 471 of the Department of Defense Federal Acquisition Regulation Supplement DFARS The Quintus eContact Suite software is classified as Commercial Computer Software and the U S Government may only acquire restricted rights in the Quintus eContact Suite software and this documentation as that term is defined in Clause 252 227 7013 c 1 of the DFARS and if the Quintus eContact Suite software is supplied to any unit or agency of the U S Government other than Department Of Defense the U S Government s rights in the Quintus eContact Suite software and this documentation will be as defined in Clause 52 227 19 c 2 of the FAR and use duplication or disclosure by the U S Government is subject to restrictions as set forth in subparagraph c I ii of the Rights in Technical Data and Computer Software claus
3. pseudo ANI The VOX Server responds with a pseudo ANI and preserves an association between the supplied pseudo ANI and the provided VDUID for no longer than the time indicated by this parameter Within this time what will normally happen is the pseudo ANI must be placed directly the ANI field of the call or pulsed to a cooperative network provider that will populate the ANI field with the pseudo ANI the network VRU passes the call through the network and the call is delivered to the PBX the PBX informs its Telephony Server the TS extracts the pseudo ANI from the call the TS requests the VOX Server to send the VDUID that is associated with the pseudo ANI the VOX Server responds with the VDUID Debug output Entering a filename as the value for this parameter initializes a special debugging facility The debugging facility places its output in the file indicated This output is an analysis of most of the traffic between the VRUs and the VOX Server and describes each call received Additional information on the debugging facility is found in The Debugging Facility on page 65 Incoming NewCall range When the Debug output parameter is used this defines the number of seconds that may pass between a TS IncomingCall event from the Telephony Server and the VOX newcall from the VRU before the debug code assumes that something is wrong The maximum is 15 Entering 0 the default disables this check
4. 33 34 51 54 71 74 tell eContact Telephony about new call 16 19 20 tell eContact Telephony to end transfer call 21 VRU System Name 28 W Wait After Disc 32 Wait for Connect 33 Wait For Incoming Call 32 Wait For New Call 31 connecting to VRU 14 28 41 how knows to end or transfer call 21 how learns VRU has a call 16 19 20 VOX alarm 46 VOX getvdu 25 47 VOX getvox 25 48 VOX gone 21 35 49 60 67 73 VOX newcall 14 16 18 20 31 32 34 35 49 57 59 60 63 72 73 VOX ping 51 E VOX SERVER PROGRAMMER S GUIDE Wait For New Call
5. CACHE 25 CONHODRATON ution rd degener pado dee ds 27 VRU Editor Window Parameters 28 Line Editor Window Parameters 29 VOX Configuration Tab Parameters 30 VOX SERVER PROGRAMMER S GUIDE 4 5 IDE SPECIFICA TION ais esi cour dor DS 37 VRU INTERACTIONS WITH THE VOX SERVER 4 Messages between the VRU and the VOX Server 41 The Hello and Ping Messages 42 Requests to the VOX Server 43 Command Syntax ora st exe oo Kaa D SER ACLARA AG 43 VRU Conformance neiere enanar AC S Mee ae ee 44 VOX SERVER COMMANDS REFERENCE 45 TAPA HE Dd P ot de 57 TROUBEESEIQOTINGS anis aoo de wt dns 65 The Debugging 65 Sta cdo se eh io cat acted or DE deh aoe 66 Debug Configuration Parameters 67 Server Status sh toe eee eine ad laurent 68 Total Number of alls 68 Total Number of VRUS dese de vim cerie emsa Es CUP ewe een 68 Information for a Given VRU 68 Information for a Given Channel of a Given VRU 69 Error Messag s ee adhe each ex oe Blas ee ace 70 Diagnosing Problems 42 he RRL REA ER EAT RN 71 How
6. It Should Work 4 2452 ea EE HR eee eee ee et dur 71 What Cin Go EO d exon baan S oU CICERO CER Gre hada 72 Possible Complications 74 How to Find Out What Is Happening 76 Contents VOX SERVER PROGRAMMER S GUIDE BEFORE YOU BEGIN Typographical Conventions This guide uses the following font conventions Font Type What It Means code This font signifies commands or information that you enter into the computer or information contained in a file on your computer italics This font is used to add emphasis to important words and for references to other chapter names and manual titles jump Blue text in online documents indicates a hypertext jump to related information To view the related material click on the blue text VOX SERVER PROGRAMMER S GUIDE Notes Tips and Cautions Ca amp Note A note calls attention to important information gt S Ro Tip A tip offers additional how to advice Caution A caution points out actions that may lead to data loss or other serious A problems Contacting Technical Support If you are having trouble using Quintus software you should Retry the action carefully following the instructions given for that task in the written or online documentation 2 Check the documentation that came with your hardware for maintenance or hardware related issues 3 Note the sequence of events that led to the proble
7. Name and in parentheses an automatically generated unit number The New VRU option displays the VRU Editor window The New Line option displays the VRU Line Editor window There are three tables in this chapter They present Parameters entered through the VRU Editor window 2 Parameters entered through the VRU Line Editor window 3 Parameters entered through the VOX configuration tab 28 VOX SERVER PROGRAMMER S GUIDE Note that if a single VOX Server is used both with VRUs to which the VOX connects and with VRUs that connect to the VOX the two kinds of VRUs can use two different ports supplied respectively by the parameters TCP IP Port and VOX Listener Port VRU Editor Wind Label VRU System Name ow Parameters Description The network name of the VRU e g NAB3 You must have defined a mapping between the system name and the IP address of the VRU usually in etc host Note To have the VOX Server ignore a given VRU immediately precede the network name with a semicolon e g NAB3 This only applies if the VOX Server connects to the VRU The semicolon is disregarded if used with a VRU that connects to the VOX Server Initiate connection to VOX If the VRU is of the kind that connects to the VOX Server check this option If the VRU is of the kind that listens for a connection from the VOX Server leave this option unchecked The default is unchecked TCP IP Port The port through whi
8. This parameter has no effect on the Wait For New Call parameter Chapter 3 Configuration EJ Label Description Connect NewCall range When the Debug output parameter is used this defines the number of seconds that may pass between a TS Connect event from the Telephony Server and the VOX newcall from the VRU before the debug code assumes that something is wrong The maximum is 10 Entering O the default disables this check Disconnect Gone range When the Debug output parameter is used this defines the number of seconds that may pass between a TS Disconnect event from the Telephony Server and the VOX gone from the VRU before the debug code assumes that something is wrong The default is 45 Entering O disables this check EJ VOX SERVER PROGRAMMER S GUIDE CHAPTER 4 IDL SPECIFICATION The Interface Definition Language IDL is defined within the CORBA standards It is used to create interfaces that are called by client objects and provided by object implementations Software interfaces described by this language are both machine and language independent eContact Telephony s IDL compiler processes the machine independent IDL definitions written by the programmer into machine specific code An interface definition written in IDL completely defines the interface and fully specifies each operation s parameters You can find information about IDL syntax and semantics in the published CORBA standards entitled The Common Obje
9. VRU is free to encode in the text any information that would be useful to itself For example the string might be a hexadecimal expansion of a 32 bit number made by storing the channel number in the high byte and a unique value in the low three bytes If erroneous i e defective or unrecognized commands are sent the VOX Server raises an alarm and may close the connection However if erroneous responses are received by the VRU it must continue to operate although it can choose to close the connection raise an alarm or do anything else that does not disturb callers Command Syntax Commands are formatted as follows commandname argl arg2 reqid commandname is the name of the command and reqid is the unique and short alphanumeric string described in the previous section Any arguments are dictated by the command and are quoted strings Spaces are not allowed between arguments In requests that do not generate a response the request ID can be left empty or omitted altogether Responses are formatted as follows commandname response status argl reqid Un VOX SERVER PROGRAMMER S GUIDE commandname is taken from the request response is literal text and status is a text string describing any error that occurred If no problems were detected the string is empty The args are given in the order presented with new results filled in reqid is taken from the request The following example should help make th
10. event obviously does not confirm that the call was delivered to the VRU and therefore does not provide the protection that was discussed in the preceding paragraphs To provide protection in such cases the Wait For New Call configuration parameter see Wait For New Call on page 31 should be used This sets a maximum time that the VOX Server will wait for a VOX newcall request after receiving a TS IncomingCall event After this time the IncomingCall information is discarded and the VOX Server begins afresh on that channel again waiting for a TS IncomingCall event and VOX newcall pair for the next call The logic is that a VOX newcall produced by the same telephone call that produced the TS IncomingCall event should arrive significantly faster than a VOX newcall produced by a second call coming in after an aborted call Therefore if an appropriate maximum time is chosen there should be no misassociation of an aborted call s TS IncomingCall event with a second call s VOX newcall However choosing an appropriate maximum time can be tricky fitis too high it is as if no limit had been set If it is too low the VOX Server may prematurely discard the TS IncomingCall event and when the delayed VOX newcall for that call arrives it will find no matching TS IncomingCall event It will wait for the next TS IncomingCall event and then cause a misassociation Though a time limit can also be set to this waiting period by us
11. number rather than the VDUID vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request name Parameter to set in the eDU and cache value Value to which the parameter is to be set Bad vduid Bad argument count VOX set vdu 745 3211 balance 3000 1 234 VOX setvdu response 745 3211 balance 3000 234 VOX setvdu 11 balance 3000 432 Chapter 6 VOX Server Commands Reference VOX setvdu response 11 balance 3000 432 VOX tr lt n gt lt op gt Syntax VOX tr lt n gt lt op gt vdu_id args reqid VOX tr lt n gt lt op gt channelnum args reqid Response VOX tr lt n gt lt op gt response vdu_id args reqid VOX tr lt n gt lt op gt response channelnum args reqid Description These commands are issued to conduct transaction operations on the eContact Telephony QWorkflow Designer eContact Telephony QWorkflow Designer features are customized for each customer Please consult the Workflow Design Guide for information about the QWorkflow Designer s general operating principles The VRU may provide a and the channel number rather than the VDUID tr Literal text lt n gt The digit or 2 transaction that does not produce output 2 transaction that does produce output lt op gt A short 8 characters or less operation name vduid VDUID of the current call channelnum Channel number as given in t
12. the following can occur The Telephony Server sees the call and sends a TS IncomingCall event However the caller hangs up before the line to the can register the call so the never sees the call and never runs the script If the phone switch is of the kind that detects and reports on connections the Telephony Server will not be informed of a connection in the above case Therefore the Telephony Server will not send a TS Connect event to the VOX Server Should the VOX Server next receive a VOX newcall request from a second call it will not respond incorrectly by associating the TS IncomingCall event for the aborted call with the VOX newcall request from the second call It will not do this because it has never received a TS Connect event for the aborted call When a new TS IncomingCall event is Chapter 8 Troubleshooting received from the second call the VOX Server raises a NoDeliver informational alarm discards the IncomingCall information for the aborted call and handles the new call No problem occurred because the precaution was taken of requiring the VOX Server to wait for a TS Connect event before proceeding to respond to a telephone call See the discussion of Wait for Connect on page 33 However some phone switches e g the Aspect phone switch can not detect and report on connections The Telephony Server knows about these switches and generates a fake TS Connect event for consistency This fake
13. the order indicated in the figures For example depending on network loading the TS IncomingCall event may arrive at the VOX Server after the VOX newcall request arrives at the VOX Server Figure 3 illustrates the events that occur when an incoming call arrives at a network VRU Since the network VRU is in front of the PBX the Telephony Server is not involved Chapter 1 Overview n New Call PBX without QWorkflow Designer VDU VOX Server Server route to VRU inform TS VDU Create VDU Create responge with VDUID TS InpomingCall event with VDUID amp extension 4 VOX newcall with channel 5 inform TS that call was answered TS Connect event VOX newcall response with VDUID Figure Event Trace Diagram for a New Call PBX without QWorkflow Designer When a call arrives the PBX routes the call to the 2 The Telephony Server has previously informed the PBX switch about which phone lines it is interested in monitoring The switch has just transferred the call to one of these lines and the Telephony Server is notified n VOX SERVER PROGRAMMER S GUIDE 3 The Telephony Server then asks VDU Create the eDU Server to create an eContact Data Unit eDU for the call and pass back its ID VDU Create response VDUIDs uniquely identify each telephone call within the eContact Telephony system see the eContact Data Unit Server Program
14. 0000000780000de219b0002 balance Chapter 8 Troubleshooting 00000000000000000000000000050099 1 SetValues OK 12 46 36 VOX gt VRU VOX getvdu response 31b85c9200000000780000de219b0002 balance 00000000000000000000000000050099 1 Fetch of value done 12 46 49 VRU VOX state 0 VOX gone response 31b85c9200000000780000de219b0002 1 1 VOX gone received goodness prevails Debug Configuration Parameters The configuration parameters for the debugging facility are given and discussed at the end of VOX Configuration Tab Parameters on page 30 If no filename is entered into the Debug output configuration parameter see Debug output on page 34 the debugging facility is not used The VOX Server does not behave differently except for writing the log file if the debugging facility is used For Hammer IT testing in which many short calls are delivered to the VOX Server you may want to use the values noted in the chart below Debug output voxcall log Incoming NewCall range 6 Connect NewCall range 4 Disconnect Gone range 8 Note If a VOX gone is severely delayed or missing the VRU has allowed the call Wh to end and another call comes in on that line a preempt occurs This raises a VOX Miss alarm and also causes comments in the debug log Preempts should not cause a call to be lost If VOX gone arrives it performs as expected terminates the old eDU However other fun
15. 234 Chapter 6 VOX Server Commands Reference VOX getvdu Syntax VOX getvdu VOX getvdu VOX getvdu VOX getvdu vdu id name reqid id namei name2 reqid channelnum name reqid channelnum namel name2 reqid vdu id name value reqid vdu id namel valuel name2 value2 reqid channelnum name value reqid channelnum namel valuel name2 value2 reqid Response VOX getvdu response VOX getvdu response VOX getvdu response VOX getvdu response Description Fetch a value related to the call This is the correct way to get a value that might change during a call The VOX Server s cache is bypassed and the current value in the eDU Server is fetched The VOX Server s cache is updated with the result If the requested value is not listed in the eDU Server the response comes back with an empty value Accessing more than one element at a time is supported on some VRUs Please check the VRU specific documentation The absolute upper limit is 255 name value pairs The VRU may provide a and the channel number rather than the VDUID vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request name Parameter to get from the eDU value Value of the parameter requested Errors Bad vduid Missing arguments Example VOX getvdu 745 3211 balance 234 VOX getvdu response 745 3211 balance 3000 234 VOX getvdu 11 balance
16. 234 VOX gone 11 432 VOX gone response 11 432 VOX newcall Syntax VOX 11 channelnum reqid VOX newcall channelnum reqid EJ VOX SERVER PROGRAMMER S GUIDE Response Description NS Errors Example VOX newcall response channelnum vdu 19 1 reqid VOX newcall response channelnum vdu_id reqid A VOX newcall is sent when the VRU is aware of a new telephone call entering its domain It sends a string indicating which line has the call this string is called the channel number The VOX Server returns the VDUID issued to the call The VOX Server has to manage a three way handshake between the VRU the Telephony Server if present and the QWorkflow Designer if present before it can return Once it returns the VRU can issue VOX getvdu or VOX getvox requests to learn what is known about the call The in the command syntax is optional It is allowed just for the sake of consistency with your other VOX Server commands if they are using the channel number rather than the VDUID Note For a detailed discussion of the response of the VOX Server to an incoming call see Diagnosing Problems on page 71 Also see the discussion of Wait for Connect on page 33 and the examples in Informing eContact Telephony about a New Call on page 14 vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request No channe
17. 432 VOX getvdu response 11 balance 3000 432 48 VOX SERVER PROGRAMMER S GUIDE VOX getvox Syntax VOX getvox vdu_id name reqid VOX getvox channelnum name reqid Response VOX getvox response vdu_id name value reqid VOX getvox response channelnum name value reqid Description Fetch a value related to the call The VOX Server looks up the value in its eDU E Errors Example value cache If it can find it the value is returned to the VRU Otherwise the VOX Server asks the eDU Server to look it up and return the result If it is not listed in the eDU Server the response comes back with an empty value This call trades off accuracy for speed It is faster to retrieve information stored in the VOX Server s eDU value cache However some values may have changed since the eDU was stored in the VOX Server Therefore use this call to retrieve relatively static values that stay the same during any given call such as an account number Note VOX is quick only if the value has been placed in the cache by previous VOX getvdu or VOX setvdu If the value is not in the cache VOX getvox behaves like VOX getvdu and goes out to the eDU to get the value Also VOX getvox cannot retrieve multiple values as VOX getvdu can The VRU may provide a and the channel number rather than the VDUID vduid VDUID of the current call channelnum Channel number as given in the
18. U has fallen silent is not responding dropping connection to ping messages It will be considered hung and disconnected Off low VRU will be ignored The listed VRU has been configured for Ignore It will not be connected to This is an informational message reminding you that you configured the VRU this way UnkChan emergency The VRU indicated a Either the VRU is sending bad requests new call on a channel or the VOX Server has not been told that the VOX Server about all of the channel line mappings has not been told about The VOX Server drops the request it is It cannot determine certain the call is being mishandled Check what line the channel the channel line mappings check the represents newcall request sent by the VRU UnkVRU emergency VRU is not defined in A VRU name is listed that was not defined configuration in the configuration The alarm message may identify the variable that had the error Fix the configuration and restart the server UnkVRUCon high Connect attempt from eContact Telephony does not know about a system not the list this the connect is rejected Edit the of VRUs configuration data discussed in VRU Editor Window Parameters on page 28 Make sure that you have not confused the eContact Telephony ports usually starting at 8000 and the VRU ports usually starting at 3000 in the configuration Vanished emergency VRU server disconnect The connection to the VRU has been brok
19. VOX newcall request name Parameter to get from the eDU value Value of the parameter requested Bad vduid Missing arguments VOX getvox 745 3211 language 234 VOX getvox response 745 3211 language English 234 VOX getvox 11 language 432 VOX getvox response 11 language English 432 Chapter 6 VOX Server Commands Reference 49 VOX gone Syntax VOX gone vdu_id reqid VOX gone channelnum reqid Response VOX gone response vdu id reqid VOX gone response channelnum reqid Description Indicates that the call has left the VRU Causes the VOX Server to issue a VDU Terminate The eDU is then terminated and the VOX Server can no longer access the eDU Note If you have QRepository when all parties terminate eDU the data the Wa eDU is written to QRepository If you do not have QRepository the data in the eDU will be lost after termination unless you have captured this data in some way QRepository is discussed in the ODecision User s Guide A VOX gone must be issued when the VRU is finished with a call There must be one VOX gone for each VOX newcall The VRU may provide a and the channel number rather than the VDUID vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request Errors Bad vduid Missing arguments Example VOX gone 745 3211 234 VOX gone response 745 3211
20. VRU box is alive i e the operating system is running the VOX Server connect may succeed even if the voice system is not running and call processing cannot be done In such a case this parameter has no effect Note If the value of this parameter is less than the value of the Maximum Wait Time parameter this parameter has no effect Note If the VRU is of the kind that connects to the VOX Server this parameter has no effect Wait For New Call The time in seconds that the VOX Server will wait for VOX newcall after receiving a TS IncomingCall event If the designated time expires the VOX Server raises an alarm Late and ignores the TS IncomingCall event The default is 10 If set to 0 the VOX Server will wait until a system defined limit is reached For additional discussion see Possible Complications on page 74 VOX SERVER PROGRAMMER S GUIDE Label Wait After Disc Description The time in seconds that the VOX Server will wait for VOX newcall after receiving a TS Disconnect event If the designated time expires the VOX Server raises an alarm Abandon and ignores the TS Disconnect event The default is 1 0 seconds is an acceptable value This parameter will never cause the VOX Server to wait longer than the Wait For New Call parameter would allow In general a TS Disconnect message that precedes a VOX newcall should indicate that the call did not arrive at the VRU no VOX newcall will ever be rec
21. X log file may provide more information You may want to alter the Disable Wait configuration parameter and restart the VOX Server VruUp low VRU is now visible The VOX Server has connected to the named VRU This is a status report no action is required VruUpl low VRU is now visible The named VRU has connected to the VOX Server This is a status report no action is required mn VOX SERVER PROGRAMMER S GUIDE CHAPTER 8 TROUBLESHOOTING This chapter discusses the VOX Server debugging facility the status information available for the VOX Server the error messages that the VOX Server can return to the VRU and tips on how to diagnose problems in integrating VRUs with eContact Telephony The Debugging Facility The VOX Server contains a debugging facility that is an additional log file designed to describe individual calls To use the debugging facility a filename must be entered into the Debug output configuration parameter see Debug output on page 34 Certain events in the life of a call are recorded and upon completion of the call its history is written to the debugging log file as a single unit The debug log does not reflect all traffic that information is found in VOX log but it does mention the main operations newcall gone and setvdu The advantage of the debug log file is that it organizes events and requests into groups by channel The standard VOX Server log lists events an
22. _ QUINTUS VOX SERVER PROGRAMMER S GUIDE 2001 Avaya Inc All Rights Reserved Printed in U S A Part Number DXX 1027 01 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Avaya Web Page The world wide web home page for Avaya is http www avaya com Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud Occurs it can result in substantial additional charges for your telecommunications services Avaya Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance call 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video communications is the prevention of any type of intrusion to that is either unauthorized or malicious access to or use of your company s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked equipment An o
23. a double purpose It checks that the connection is in fact established And it aids in the diagnosis of a problem that has appeared in some TCP IP implementations which causes a broken and re established connection to appear as if it never broke If the VRU software sees a second hello message within any connection it should assume that the connection broke and reformed and reset any state information it has for that connection accordingly Chapter 5 VRU Interactions with the VOX Server 4 Requests to the VOX Server Once the hello message has been received the VRU is permitted to make requests of the VOX Server At any time the VRU can create a specially formatted null terminated string store it in a buffer of length 1024 and send it to the VOX Server Most but not all requests generate responses that are sent back to the VRU The VRU should not assume that responses are received in the order implied by the requests although that is the usual case To keep requests and responses straight a request may and should contain a request ID reqid a unique identifier generated by the VRU and echoed back in responses This identifier can be any text of your choosing composed of less than 15 alphanumeric characters It should not contain leading white space The simplest most reliable approach is to increment a counter and use its decimal or hexadecimal expansion as the unique ID The VOX Server does not interpret this text so the
24. ableVRU method can be invoked The VRU specified by the name and unit number will be flagged as in need of a connection The actual connection attempt is generally delayed a few seconds This method does not wait to see if the attempt was successful It only gives the VOX Server permission to try Input Parameters Name Description Comments name This is either the VRU System Name as described in VRU Editor Window Parameters on page 28 or a single character to tell the VOX Server to attempt to connect to all disabled VRUs unit num This is either the automatically generated unit number of the VRU or a 0 if was used in name The unit number is displayed in parentheses next to the VRU System Name in eContact Manager s VRU configuration tab Chapter 4 IDL Specification EJ Output Parameters Name Description Comments count This returns the number of VRUs affected by the request If it is 0 name or unit num did not correspond to a VRU in a disabled state Example The following is an example that reflects the way that this method would be entered using the DDE Direct option from the Tools menu in the eContact Manager VOX EnableVRU NAB3 1 40 VOX SERVER PROGRAMMER S GUIDE CHAPTER 5 VRU INTERACTIONS WITH THE VOX SERVER This chapter presents a general overview of the commands that the VRU issues from within its scripting language to interact with the VOX Server These commands are t
25. all associated with channel 24 vduid 3accd39d00000000 0a64076f f440002 t Client can t locate server to satisfy request t Request target Script client group Default t Most likely this is because the target server is 101 unavailable Maybe it can t be started by the ORBServer 101 possibly it crashed and can t be retried yet 2001 04 05 13 20 45 001 t Error 04000300 shack 801 I vob4 source toolkit tools hybrid c 4 10 tl Implementation not found imp Script group Default level Chapter 3 Configuration ER Label Description Maximum Wait Time If an attempt by the VOX Server to connect to a VRU takes more seconds than the value entered here the attempt is aborted fails Since connect attempts are done synchronously it is useful to set this parameter for VRUs that tend to become available and unavailable frequently If this parameter is set to 0 the default the VOX Server will try until a system defined limit is reached Note This parameter has no effect if the VRU is of the kind that connects to the VOX Server Disable Wait If an attempt by the VOX Server to connect to a VRU failed and to do so took more seconds than the value entered here future attempts to connect to that VRU are disabled To undo this result see IDL Specification on page 37 The default is 6 To have the VOX Server not disable an unresponsive VRU set this parameter to 0 Note If the
26. ating that a TS IncomingCall event arrived when a TS IncomingCall event a TS Connect event and a QWorkflow Designer response had already been received A new call is arriving and the VRU s VOX newcall request from the previous call was never received This may indicate a NoDeliver situation with a switch for which the Telephony Server generated a fake TS Connect event see the previous section or a VRU script that does not handle VOX newcall properly Suggestions on Structuring VRU Scripts The following should be treated as a flow chart or pseudocode It must be adapted to each environment since each type of VRU has its own way of handling the mechanics of trapping hangups int vox_state create a flag that tells us what we ve done with VOX Server Start Of Call start here vox state 0 we ve done nothing yet Trap Hangup hangup seen if caller hangs up jump to hangup seen Speak Hello It s OK we re being careful vox state 1 sending VOX newcall Send VOX newcall send the newcall request collect reply handle call Hangup Call hangup call don t make channel ready yet Sleep 10 wait for Hangup Trap to fire It didn t FIRE No Trap Hangup cancel the trap goto hangup seen act like it fired hangup seen if vox state 0 did we send VOX newcall Send VOX newcall no but we have to if vox state 2 did we send VOX gone Send VOX gone no but we must vox state 2 wait for
27. ble contains the alarm name its priority response category emergency high low or info a description of the alarm and a recommended response Priority Description Cause Recommended Action low VOX newcall is late A VOX newcall might be unacceptably clearing state delayed in relation to a TS Disconnect event because of network overloading or an overburdened VRU See Wait After Disc on page 32 EJ VOX SERVER PROGRAMMER S GUIDE Alarm Name Priority AmbiVDUID high Description A VDUID matches multiple channels Cause Recommended Action A VDUID arrived that identifies more than one channel This should not occur it represents either a serious VOX Server error or missing VOX gones coupled with other errors Call mishandling will probably occur If a VRU transfers a call to itself the VOX Server may interpret the call as being on two channels at once leading to this alarm VRU scripts that do this self transfer should use channelnum in VOX Server commands not vdu_id in order to avoid ambiguity AssignFail high Assign to line failed will retry periodically The VOX Server could not get control of the line listed for a given channel from the Telephony Server This usually means some error in how the lines and channels are configured in the VOX Server but can also mean the Telephony Server is unavailable The VOX Server will try again AssignOK info Assign succeeded for the specified li
28. ch the VOX Server connects to the VRU The default 3000 is recommended If the VRU is of the kind that connects to the VOX Server ignore this parameter and use the parameter VOX Listener Port discussed in VOX Listener Port on page 30 to specify the port This port should not be used for any other purpose If your system supports named ports services the value of this field can be the service name However the service name must not begin with a digit Ping Time Sets the expected time in seconds between pings for the given VRU If the VRU does not issue pings at least this quickly alarms occur 0 disables this parameter This parameter is applicable only if the VRU connects to the VOX Server The default is 0 Chapter 3 Configuration 29 VRU Line Editor Window Parameters Label Extensions The VRU System Name that was entered in the VRU Editor window appears in the VRU Line Editor window as a read only field Only the channels specified in the configuration parameters for a particular VOX Server are controlled by that VOX Server This allows multiple VOX Servers to share a VRU by dividing up the channels Description Telephone line extension number s Line numbers must be associated with channel numbers by supplying values to the pair Extensions Channel The Telephony Server recognizes phones by their line number the VRU recognizes them by their channel number The correspondence must b
29. comments on a Missing VOX gone Request on page 73 and Failure of Telephony Server Request Involving a Pseudo ANI on page 74 together with Suggestions on Structuring VRU Scripts on page 77 are relevant In order to diagnose problems involving the integration of VRUs with eContact Telephony it is necessary to understand how this integration is intended to work The VOX Server acts as a coordinator It coordinates calls made by the Telephony Server and calls made by the VRU This coordination process is the most important job of the VOX Server If it fails to do this job calls will be misassociated VRU applications will be handling one call but will be presented with eContact Telephony information about another call It is therefore important to take VOX Server alarms seriously and to understand what is happening How It Should Work The VOX Server provides a call s VDUID the handle that eContact Telephony uses to uniquely identify a given call to the VRU and then allows the VRU script to use that VDUID to access and change the call information Before providing the VDUID to the VRU the VOX Server must itself get the VDUID It does this by telling the Telephony Server to send events to it for all the lines that lead to the given VRU When a call comes in on one of those lines the Telephony Server tells the VOX Server the call s VDUID by means of the TS IncomingCall event see the figures and discussion in Informing eConta
30. ct Request Broker Architecture and Specification Below is the IDL description of the VOX Server This interface description indicates that the VOX Server inherits the default methods from the General class the generic server class and has the following additional method interface VOX General void EnableVRU in string name in long unit num out long count EJ VOX SERVER PROGRAMMER S GUIDE EnableVRU IDL Syntax Description void EnableVRU in string name in long unit num out long count This method is used to cause the VOX Server to continue to attempt to connect to a VRU that it has decided is unreachable A VRU that was determined to be unreachable shows up in the results of a Generic GetStatus method as discarded eContact Manager can display this status information If the configuration parameter Initiate connection to VOX is not checked the VOX Server will attempt to connect to the VRU when the VOX Server starts and will attempt to reconnect if it fails However the Disable Wait configuration parameter may cause the VOX Server not to attempt any more connections after a failure This is useful if the VOX Server serves several VRUs in that it prevents repeated long connect attempts to an ailing VRU from affecting service to the others But it also means that the VOX Server will ignore the ailing VRU until the VOX Server is restarted To cause the VOX Server to try the connect attempt again the En
31. ct Telephony about a New Call on page 14 The TS IncomingCall event not only informs the VOX Server of the call s VDUID it also tells the VOX Server which extension line the call came in on Using the mapping between channel and line in the VOX Server s configuration see the discussion of VRU Line Editor Window Parameters on page 29 the VOX Server can determine which VRU channel the call is going to At this point the VOX Server may also have started a QWorkflow Designer request for that call to initiate custom call handling VOX SERVER PROGRAMMER S GUIDE What Can Meanwhile the call arrives at the VRU The VRU should immediately respond by picking up the call and making a VOX newcall request to the VOX Server The VOX newcall request contains the call s channel number Since the channel number sent by the VRU corresponds to the channel number determined from the TS IncomingCall event from the Telephony Server the VOX Server associates them It then responds to the VOX newcall with a VOX newcall response that contains the VDUID of the call By default see the discussion of Wait for Connect on page 33 the VOX Server waits for a TS Connect event from the Telephony Server before responding to the VOX newcall request If the VOX Server made a request of the QWorkflow Designer it also waits for the QWorkflow Designer to respond before itself responding to the VOX newcall request Because networking delays can s
32. ctions VOX setvdu etc raise bad eDU alarms if the previous eDU is accessed This is because the VOX Server except for the debug code no longer sees the old eDU once a line has been preempted by a new call VRU coders should be careful to cause the line to remain busy until they get a response from the VOX gone command 68 VOX SERVER PROGRAMMER S GUIDE Server Status VOX Server status information can be obtained through eContact Manager see the eContact Manager User s Guide In addition to generic server information the following specific information is provided for the VOX Server Total Number of Calls You might see information of the following kind totalcalls 132617 This indicates that 132617 calls have been handled by the VOX Server since startup If the number of calls handled is 0 the line does not appear Total Number of VRUs You might see information of the following kind vrus 7 This indicates that the VOX Server has been configured to know about 7 VRUs If the number of VRUs is 0 the line does not appear Information for a Given VRU You might see information of the following kind vru 2 lt NAB3 1 35466 calls This indicates that the VRU with the arbitrary sequence number 2 has been connected to by the VOX Server lt has System Name has the the automatically generated unit number of 1 and has handled 35466 calls through this VOX Server The general
33. curred when the VOX Server did not expect one This might rarely occur if the QWorkflow Designer or Telephony Server is restarted but otherwise indicates a VOX Server error LostVDUIDSync high QWorkflow Designer s VDUID is not ours A QWorkflow Designer response mentions a VDUID that is not listed for the associated channel This may occur if the VRU Telephony Server or QWorkflow Designer has recently been restarted but otherwise indicates a VOX Server error Miss high TS Newcall seen This almost always indicates a missing VOX gone or possibly a VRU that failed to hold a channel busy until it got a VOX gone response A TS IncomingCall event VOX newcall announced a call where the VOX Server thought one was already in progress The VOX Server will discard the previous call information and begin to handle the new call Alarm Name Missinc Priority high Description Connect without IncomingCall Chapter 7 Alarms n Cause Recommended Action A TS Connect event was received with no preceding TS IncomingCall event This generally means that the VOX Server discarded a TS IncomingCall event due to a timer NoAnswer emergency Cannot open TCP IP connect to VRU will retry periodically The VRU and eContact Telephony are not talking calls handled by the VRU if it is functioning are certainly being mishandled Check to see why the VRU is not running or is not visible to the network Th
34. d requests in the order they were received across all channels A simple call description from the debug log file appears in the example below 66 VOX SERVER PROGRAMMER S GUIDE Example state 1 indicates that the Telephony Server told the VOX Server about the call state 2 indicates that the VRU told the VOX Server about the call state 4 indicates that the QWorkflow Designer has responded state 8 indicates that the call was connected state 0 indicates that the call has ended These values can be ORed together e g state 3 indicates that both the Telephony Server and the VRU told the VOX Server about the call Call history 31b85c9200000000780000de219b0002 on Channel 1 Line 4101 on Vru periphonics 0 This call s end Normal call end Duration 12 45 06 12 46 49 103 seconds 12 45 06 TS gt VOX state 1 TS IncomingCall IncomingCall event introduces a new call 12 45 09 VRU gt VOX state 2 VOX newcall Vru indicates newcall on channel 1 12 45 09 TS gt VOX state 8 TS Connect Connect indicates call reached vru 12 45 09 VOX gt VRU state 3 VOX newcall response 1 31b85c9200000000780000de219b0002 1 1 VRU and TS in sync goodness prevails 12 45 09 TS gt VOX TS Connect Event received 12 45 10 VOX gt VRU VOX getvox response 31b85c9200000000780000de219b0002 a ccount 1 Fetch of value done 12 46 36 VOX gt VRU VOX setvdu response 31b85c920
35. ditor Window Parameters on page 29 pseudo ANIs Used only with network VRUs A comma separated list of pseudo ANIs that can be used when transferring calls The size of this list determines the maximum number of transfers involving a network VRU that can be in progress at any give time Any element in the list may have one of the following four forms 6175551212 The single value 6175551212 61755512XX The one hundred values 6175551200 through 6175551299 6175551200 6175551299 one hundred values 6175551200 through 6175551299 6175551200 99 one hundred values 6175551200 through 6175551299 Thus a list containing the elements 6175551208 6175551209 617555121X 6175551220 4 would assign all the numbers 6175551208 through 6175551224 to be available as pseudo ANls If more than one VOX Server is being used each VOX Server must have a unique list of pseudo ANIs VOX SERVER PROGRAMMER S GUIDE Label pseudo ANI Timeout Description Used only with network VRUs The time in seconds that the VOX Server will wait before breaking the association between a pseudo ANI and an eDU The default is 20 The minimum useful value for this parameter is probably ten seconds When a network VRU is ready to transfer a call it issues a VOX pseudo_ani request to the VOX Server see step 4 in the example in New Call Network on page 19 supplying in the request the VDUID of the call for which it wants the
36. e based on the DNIS for example For Aspect the QWorkflow Designer executes TS ReceiveData to pass routing to the switch 4 The Telephony Server informs the PBX and then tells the QWorkflow Designer that it has done so TS Route response or TS ReceiveData response 5 The PBX physically transfers the call to the VRU and then tells the Telephony Server that it has made the transfer The Telephony Server in turn informs TS IncomingCall event the VOX Server 6 Upon receiving the transferred call the informs eContact Telephony The VRU communicates with eContact Telephony through the VOX Server by calls to the installed library of eContact Telephony functions The first command a VRU sends about any telephone call is the newcall request VOX newcall This informs the VOX Server when a telephone call has arrived on the VRU and gives the VOX Server enough information to determine which line channel the call has arrived on Chapter 1 Overview n0 7 The VOX Server sends a request to the QWorkflow Designer Script Qualify1 which allows the QWorkflow Designer to fill the eDU with information about the caller pre fetch from databases or take other actions The QWorkflow Designer replies to the VOX Server Script Qualify1 response when it is done 8 The PBX informs the Telephony Server that the call has been picked up by the VRU and the Telephony Server in turn informs TS Connect event the VOX Server This is the pr
37. e VOX Server silently retries the connection attempt every few seconds until it succeeds NoAssign emergency The assign has failed repeatedly The VOX Server could not get control of the line listed for a given channel from the Telephony Server This usually means some error in how the lines and channels are configured in the VOX Server but can also mean the Telephony Server is unavailable The VOX Server stopped trying and sent this alarm NoChnList emergency Empty channel line list for VRU The configuration information implies that the VRU should be in service but lists no line channel mappings Calls are certainly being mishandled expect other alarms to occur NoDeliver info Last call did not reach VRU Indicates that a call was routed to the VRU but did not arrive the caller probably hung up and then a second call was routed to the VRU The VOX Server raises this alarm and then uses the second call s information in place of the first NoPing emergency No requests from VRU dropping connection A VRU has fallen silent is not sending requests or ping messages It will be considered hung and disconnected NoPoint emergency No VRUS declared in configuration The VOX Server exits it can do no useful work E VOX SERVER PROGRAMMER S GUIDE Alarm Name Priority Description Cause Recommended Action NoReply emergency No response from VR
38. e at DFARS 252 227 7013 or in subparagraphs c 1 and 2 Commercial Computer Software Restricted Rights at 48 CFR 52 227 19 as applicable Licensor is Avaya Inc 211 Mt Airy Road Basking Ridge N J 07920 This documentation may only be stored transmitted or reproduced in whole or in part under the terms of the Right to Print License contained in the Quintus eContact Suite 5 6 Product Documentation Guide located on the documentation CD and in the Preface to each individual manual 2 3 CONTENTS DEFORE YOU DEGIB ences ee Gta Sees vii Contacting Technical Support viii Printed Documentation ix License to Print the Electronic Documentation x OVERVIEWS eub een NUS 13 The VOX Server VRUs eContact Telephony 13 Linking the to eContact Telephony 14 Informing eContact Telephony about a New Call 14 New Call PBX without QWorkflow Designer 15 New Call PBX with QWorkflow Designer 17 New Network SCR AC hti wea 19 Informing eContact Telephony to End or Transfer a Telephone Call 21 Other Interactions with eContact Telephony 21 Transferring a Call from a Network 22 Understanding Routing in eContact Telephony 23 THE VOX SERVER VALUE
39. e made in order that phone calls be handled consistently You can associate phone and channel numbers one at a time If the phone numbers are sequential you can associate multiple phone and channel numbers in a single entry For example 4100 41041 associates extension 4100 with channel 4101 with channel 2 and 4104 with channel 5 4300 6 associates extension 4300 with channel 6 If the phone numbers have leading zeros a range will preserve the zeros if both numbers have the same number of digits e g 003 007 In the unusual case where some lines are controlled by a Telephony Server and some are not an exclamation point is used to indicate those lines that are not connected to a Telephony Server Thus 14100 41041 43006 would indicate that channels through 5 are not controlled by a TS whereas channel 6 is controlled by a TS In mixed cases such as this the configuration parameter No Telephony Server discussed in No Telephony Server on page 33 is not checked Channel Channel number See the above discussion of Extensions EJ VOX SERVER PROGRAMMER S GUIDE VOX Configuration Tab Parameters Label VOX Listener Port Description The port at which the VOX Server is expect to listen for the VRU to connect 3000 is recommended If the VRU is of the kind to which the VOX Server connects use the parameter TCP IP Port discussed in VRU Editor Window Parameters on page 28 to specify
40. ed has currently received 699 calls is associated with the extension number 4101 and is currently idle VOX SERVER PROGRAMMER S GUIDE The general format of these lines is vru N channel M alarms A vru N channel M calls C vru N channel M state L S where N is the sequence number discussed in the previous section M is the channel number A is the number of alarms if 0 the line is not displayed C is the number of calls if 0 the line is not displayed L is the extension line number is the VDUID blank if unknown indicates the state of the channel by some combination of five symbols T TS IncomingCall event seen D VDU Create response seen only used if no TS available C TS Connect event seen or assumed assumed if no TS or if PBX of a kind unable to detect and report on connections S Scripter response seen or Scripter disabled V VOX newcall seen idle the channel is currently idle Error Messages The various error messages that can be returned to the VRU by the VOX commands are given under each command in VOX Server Commands Reference on page 45 In addition error messages can be passed on from the Telephony Server the eDU Server and QWorkflow Designer Chapter 8 Troubleshooting Diagnosing Problems ren amp Note When no Telephony Server is available as when an incoming call arrives SSB at a network most of the following remarks do not apply However the
41. eferred process though some PBXs cannot detect and report on connections 9 The VOX Server using configuration parameters matches up the VRU s newcall information with the incoming call event received from the Telephony Server in particular it matches the extension number received from the Telephony Server with the channel number received from the VRU and associates them with the VDUID Upon receiving the information that a connection has been made the VOX Server then returns a response VOX newcall response containing the VDUID to the VRU The VRU must either retain the VDUID and pass it to the VOX Server in all subsequent requests on behalf of the telephone call or pass the VOX Server the appropriate channel number New Call Network VRU For simplicity the following represents a case where QWorkflow Designer is not used xm Note Since the VRU is in front of the PBX the Telephony Server is not involved EJ VOX SERVER PROGRAMMER S GUIDE Network VOX VDU VRU Server Server VOX newcall with channel gt ESI Te SE VDU Create VDU Create respon e with VDUID M 41 VOX newcall response with VDUID la cele ee eee VOX pseudo_ani lt VS pseudo sn ss VOX pseudo_ani respohse 5 Le PSE 00 Figure 3 Event Trace Diagram for a New Call Network VRU When a call arrives the VRU informs eContact Telephon
42. eived for that call However a delay in processing might cause a VOX newcall to be emitted a few seconds late so the VOX newcall for a call and the TS Disconnect that ends it can cross On a system VRU or network that is heavily loaded and VRU messages are subject to delays from all three messages can be delayed by 2 seconds or more This parameter helps prevent misassociations from occurring if the TS Disconnect precedes the VOX newcall with which it should be associated The logic is that a VOX newcall produced by the same telephone call that produced the TS Disconnect should still arrive significantly faster than a VOX newcall that was produced by a second call coming in after an aborted call Therefore if an appropriate maximum time is chosen there should be no misassociation of an aborted call s TS Disconnect with a second call s VOX newcall Wait For Incoming Call The time in seconds that the VOX Server will wait for TS IncomingCall event after receiving a VOX newcall request If the designated time expires the VOX Server raises an alarm Late and ignores the VOX newcall request The default is 8 If set to 0 the VOX Server will wait until a system defined limit is reached For additional discussion see Possible Complications on page 74 Show Pings If checked pings are included in the log The default is unchecked AssignOK If unchecked the informational alarm AssignOK is turned off The defa
43. en call mishandling will occur It almost always means that the software running on the VRU has crashed Alarm Name VoxlllegalVDUID Priority high Description Badly formed VDUID Chapter 7 Alarms Cause Recommended Action A badly formed VDUID was seen from the VRU or Telephony Server This always represents a bug in the application that sent the offending request or event Note the time and check the VOX log to see what software generated the bad VDUID This error will almost always cause other alarms to occur Voxini emergency No configuration data available The VOX Server could not find any configuration data It will exit as it cannot do anything useful without line mappings Supply the configuration data in eContact Manager VoxUnknownVDUID high Unknown VDUID was seen A VDUID arrived that is not associated with any current call This generally indicates a missing VOX newcall or VRU confusion Can also indicate VOX gone having been issued twice for the same VDUID In a network VRU environment it can also be caused by a request to associate a VDUID with a pseudo ANI that has timed out VruDisable emergency Connect attempt to a VRU timed out disabling the VRU A VRU did not respond to a connection attempt the VOX Server will pretend that it does not exist The VRU may be down misconfigured or the eContact Telephony software on the VRU may not be running The VO
44. erver using configuration parameters matches up the VRU s newcall information with the incoming call event received from the Telephony Server in particular it matches the extension number received from the Telephony Server with the channel number received from the VRU and associates them with the VDUID Upon receiving the information that a connection has been made the VOX Server returns a response VOX newcall response containing the VDUID to the VRU The VRU must either retain the VDUID and pass it to the VOX Server in all subsequent requests on behalf of the telephone call or pass the VOX Server the appropriate channel number Chapter 1 Overview New Call PBX with QWorkflow Designer The following represents a common scenario The precise use of QWorkflow Designer depends on what needs to be done and the particular PBX involved Server Server PBX TS Scripter VDU VOX route request VDU Create VDU Create resplonse with VDUID TS IncomingCalllevent TS Route 5 TS Route responbe TS IncomingCall vent with VDUID amp extension route call to VRU 5 call transferred route call to response VOX newcall with VRU channel Script Qualify1 9 Script Qualify1 response inform TS that calllwas answered 9 TS Connect event VOX n wcall response With VDUID Fi
45. format for such lines is vru N direc name num Off Disabled m calls Chapter 8 Troubleshooting where N is a sequence number assigned in order to distinguish each VRU direc indicates whether the VOX Server connected to the VRU lt or the VRU connects to the VOX Server gt name is the System Name as described in VRU Editor Window Parameters on page 28 num is the automatically generated unit number of the VRU The unit number is displayed in parentheses next to the VRU System Name in eContact Manager s VRU configuration tab m is the number of calls handled by the VRU through this VOX Server off if it appears means that no connection has been established between the VOX Server and this VRU Disabled if it appears means that the VOX Server is no longer attempting to connect to this VRU Information for a Given Channel of a Given VRU You might see information of the following kind vru 0 channel 1 alarms8 vru 0 channel 1 calls714 vru 0 channel 1 state4100 C 745 3211 vru 0 channel 2 calls699 vru 0 channel 2 state4101 idle This indicates that Channel 1 of VRU 0 has currently raised 8 alarms has currently received 714 calls is associated with extension line number 4100 has most recently received a TS Connect event and is dealing with the call that has the VDUID 745 3211 Channel 2 of VRU 0 has currently raised 0 alarms and therefore the line dealing with alarms is not display
46. gure 2 Event Trace Diagram for a New Call PBX with QWorkflow Designer n VOX SERVER PROGRAMMER S GUIDE When a call arrives the PBX makes a routing request to the eContact Telephony Server for a Avaya Definity switch or CI Connect for Nortel Meridian Link Nortel Symposium Siemens and Inetcom or executes a send data instruction from the call control table for an Aspect switch The Voice Connector Server then asks VDU Create the eDU Server to create an eContact Data Unit eDU for the call and pass back its ID VDU Create response VDUIDs uniquely identify each telephone call within the eContact Telephony system see the eContact Data Unit Server Programmer s Guide If available Automatic Number Identifier ANI and Dialed Number Identification Service DNIS information is stored with the VDUID in the eDU After validations with the eDU Server the QWorkflow Server and the Call Qualification Server it is routed back to the switch through the Voice Connector Server and on to the VRU where automated call processing may begin 2 Once the call has been assigned a VDUID the Telephony Server notifies TS IncomingCall event the QWorkflow Designer that a new call has been received This notification is essentially a request to the QWorkflow Designer asking it to determine where the call should be routed 3 For Definity and Meridian the QWorkflow Designer replies TS Route telling the Telephony Server to route the call to th
47. he VOX newcall request args Arguments associated with transaction This operation accesses the customer specific QWorkflow Designer transaction methods The general tr1 transaction has up to four input arguments but no output When a tr1 type command is issued the VOX Server translates this to a Trans1 method call to the QWorkflow Designer with the operation name as an argument ES VOX SERVER PROGRAMMER S GUIDE The general tr2 transaction has up to four input arguments as well as output When a tr2 type command is issued the VOX Server translates this to a Trans2 method call to the QWorkflow Designer with the operation name as an argument In the case of a Trans2 method the QWorkflow Designer returns a sequence of couples back to the VOX Server which places the results in the VOX Server s eDU cache Errors Bad vduid Transaction dependent Example VOX tr2setacent 745 3211 654321 234 where 745 3211 is the VDUID 654321 is an account number 234 is the request ID VOX transfer Syntax VOX transfer vdu id destination reqid VOX transfer channelnum destination reqid Response VOX transfer response vdu id destination reqid VOX transfer response channelnum destination reqid Description Transfer the call to a new destination This calls the TS TransferVDU method E allowing a coordinated voice data transfer Note Since VOX transfer involves the Telephony Server it is not available whe
48. he low level general purpose functions used to communicate with VRUs that talk TCP IP Descriptions of the specific commands are given in the following chapter Messages between the VRU and the VOX Server All messages between the VRU and the VOX Server are to be 1024 bytes long The first unused byte is 0 null and the rest are ignored That is a null byte in the message indicates that byte and all following bytes are to be ignored The maximum usable message text length is 1023 bytes since in a message of maximum length the 1024th byte must be null The method by which the VOX Server and VRU establish a connection depends on the VRU There are two methods The VOX Server connects to the VRU The VRU must be started first The VOX Server application voxsrv looks for the VRU by attempting to connect to a known TCP IP address The length of time that the VOX Server will spend attempting to connect to the VRU can be controlled by configuration parameters Maximum Wait Time and Disable Wait 42 VOX SERVER PROGRAMMER S GUIDE The VRU connects to the VOX Server The VOX Server must be started first The VOX Server is informed which method is being used by means of the parameter Initiate connection to VOX see VRU Editor Window Parameters on page 28 The Hello and Ping Messages Note The hello ping and pong messages are generally handled by the eContact Telephony external library This sect
49. ich the VOX Server supplies VOX pseudo_ani response This pseudo ANI is passed with the call as though it were an ANI and serves to identify the call Informing eContact Telephony to End or Transfer a Telephone Call When the telephone call is transferred from the VRU the VOX Server must be notified S x Note In a system using a network VRU or in a system without a PBX no ca Telephony Server is involved with the incoming call at the Since the VOX Server command VOX transfer makes use of the Telephony Server this command is not available in such a system When the VRU no longer needs the eDU e g after a hangup the VOX gone command is issued and the VRU cannot refer to that call s VDUID again Other Interactions with eContact Telephony d amp Note Flash hook transfers by the VRU are not supported All other interactions with the VOX Server are optional and determined by the scripts you write for the VRU In a typical scenario you might want to write a script to collect touch tone input from the caller store it in the call s eDU fetch information about the call or the caller from a database and transfer the call to a human agent To access eContact Telephony services such as data retrieval and transfers you would incorporate calls to the eContact Telephony external function library in your VRU script Figure 4 illustrates a typical example of the VRU communicating with the VOX Server to acce
50. iguration parameter pseudo ANI Timeout see pseudo ANI Timeout on page 34 Within this time what will normally happen is Chapter 1 Overview 23 the pseudo ANI must be placed directly in the ANI field of the call or pulsed to a cooperative network provider that will populate the ANI field with the pseudo ANI the network passes the call through the network and the call is delivered to the PBX the PBX informs its Telephony Server the TS extracts the pseudo ANI from the call the TS requests the VOX Server to send the VDUID that is associated with the pseudo ANI the VOX Server responds with the VDUID When the VOX Server has responded or the pseudo ANI Timeout has passed the given pseudo ANI is free to be associated with a new call Understanding Routing in eContact Telephony If your system includes Voice Response Units VRUs that use the Workflow server to route calls you must add a Workflow UUID as an agent login id to enable routing events to go into the database For more information see Workflow server configuration parameters section of the eContact Manager User s Guide Instructions for adding a UUID in the Configuration section of QeS Installation Guide Add a VOX UUID Systems with Voice Response Units VRUs that are using a VOX Server to route calls must add a VOX uuid as an agent login id to enable routing events to go into the database You can find the uuid in the VOX conf
51. iguration parameters sections of the VOX Programmer s Guide or the eContact Manager User s Guide Instructions for adding a VOX UUID are provided in the Configuration section of the QeS Installation Guide 24 VOX SERVER PROGRAMMER S GUIDE CHAPTER 2 THE VOX SERVER VALUE CACHE The VOX Server maintains a cache of eDU values This reduces the volume of calls to the eDU Server keeping response times fast on busy systems This cache is transparent to the VRU However the existence of the cache does affect how you code VRU scripts you have to decide whether the VRU issues the VOX getvox command or the VOX getvdu command when the VRU wants to request information about a call from eContact Telephony The following chart compares VOX getvox and VOX getvdu Consideration getvox getvdu Response time Reduce network traffic T Relatively static data Frequently changed data Retrieval of multiple values VOX SERVER PROGRAMMER S GUIDE The VOX getvox command returns information from the VOX Server value cache and offers the advantage of speed The command simply returns a value out of the cache and performs no checking thus making the process a quick one In a typical system this method could be suitable for retrieving account numbers ANIs Automatic Number Identifiers and other relatively static information unlikely to change over the course of a phone call The VOX getvdu command returns informatio
52. in request was discarded the VRU code or the VOX Server Calls are probably being mishandled Stop and restart the VRU application If the problem persists check for coding errors Late high VOX newcall A VOX newcall might be missing because TS IncomingCall is late clearing state a call arrived at the PBX but was hung up before the VRU could deal with it or because the VRU script does not reliably respond to a received call by sending VOX newcall or because a channel and a line are misassociated See Wait For New Call on page 31 A TS IncomingCall event might be missing because the value for Wait For New Call was set too low and therefore a TS IncomingCall event was discarded too soon See Wait For Incoming Call on page 32 60 VOX SERVER PROGRAMMER S GUIDE Alarm Name LoseTS low Priority Description The Telephony Server has failed Cause Recommended Action The VOX Server immediately attempts to bring the Telephony Server back on line This can trigger additional alarms Newly arrived or arriving calls may be mishandled but the eContact Telephony system should quickly recover Lost high Lost newcall request The VOX Server expected to be answering a VOX newcall request but could not find the request when the time came This should not occur Contact customer service LostScriptSync high Unexpected QWorkflow Designer response A QWorkflow Designer response oc
53. ing the Wait For Incoming Call configuration parameter see Wait For Incoming Call on page 32 VOX SERVER PROGRAMMER S GUIDE How to Find Out What Is Happening If call misassociation occurs the first place to look is at the alarm history Whenever the VOX Server detects anything off in the ordering of events it raises an alarm Missing events raise the alarm Miss Alarms that involve event errors typically have the following form xx seen Channel cc state vduid where xx is TS TSCon or Newcall whichever was the received event that gave the VOX Server the clue that something was wrong cc is the channel number state is one or more of the following symbols indicating those events or responses that were already seen TS TS IncomingCall event seen TSCon TS Connect event seen Script Scripter response seen VRU VOX newcall seen vduid is the VDUID associated with the channel at this point may be blank So the alarm VOX Miss Newcall seen Channel 10 TS VRU TSCon Script 3034 002 would indicate that a VOX newcall just arrived at channel 10 and the channel state as known to the VOX Server already held a TS IncomingCall event a VOX newcall request a TS Connect event and a QWorkflow Designer response VOX gone request which would have cleared all four was obviously missed A more serious alarm is VOX Miss TS seen Channel 12 TS TSCon Script 3044 002 Chapter 8 Troubleshooting indic
54. ion is provided for the information of programmers writing their own external library Once a connection has been established the VOX Server immediately sends a message that consists of the text hello without the quotation marks a space a channel number a space a channel number a space the final channel number a null byte and n indeterminate bytes where n is whatever number is required to make a total of 1024 bytes The channel number information indicating which channels are associated with the given VOX Server is particularly helpful if multiple VOX Servers are sharing a single VRU The VRU should not attempt to use the newly established connection until it has received this message After a connection has been established and the hello message sent the VOX Server periodically sends a ping message the text ping a null byte and 1019 indeterminate bytes The VRU should automatically respond with a pong If it does not the VOX Server will eventually assume that the VRU has failed Do not confuse this ping message automatically issued by the VOX Server with the VOX ping command issued by the VRU The hello and ping messages are unique in that they are sent unsolicited from the VOX Server to the VRU All other messages are at this time sent only upon VRU request They are also special in that they do not follow the syntax of requests and responses used in all other messages The hello message serves
55. is clear Example of a command and the response returned VOX getvdu 745 321 1 ani 117 VOX getvdu response 745 321 1 ani 5089993244 117 Notice that the first response parameter is simply a comma meaning it is empty This indicates that no problem occurred The code issuing the command knows beforehand if the command will generate a response It should be prepared to establish time outs for missing or late responses and to discard responses that arrive after the time out VRU Conformance VRUs must be able to interact with the VOX Server in the manner described in this chapter In particular VRUs must be able to properly generate all VOX commands particularly the commands VOX newcall and VOX gone described in the next chapter Mishandled commands will almost assuredly cause the VOX Server to become confused CHAPTER 6 VOX SERVER COMMANDS REFERENCE This chapter contains definitions of the VRU commands issued to the VOX Server The commands are arranged in alphabetical order Function Name Description VOX alarm Raise an eContact Telephony alarm VOX getvdu Fetch a value from the eDU Server VOX getvox Fetch a value from the VOX Server s cache VOX gone The VRU Script is done with the eDU ready for next call VOX newcall A new call arrived on the VRU here is its line VOX ping Test the VOX Server connection VOX pseudo ani Return a pseudo ANI VOX setvdu Set a value in the na
56. ituation an external event may occur that temporarily invalidates an application s state information Whether the caller or the VRU decides to end the call the VRU must issue a VOX gone and receive a response before it makes the channel available for another call Typically VOX gone response returns in a small fraction of a second Waiting for it does not impact call handling rates VOX SERVER PROGRAMMER S GUIDE Failure of Telephony Server Request Involving a Pseudo ANI Can occur only with network VRUs The Telephony Server receives a call containing what the TS recognizes as a pseudo ANI The TS requests from the VOX Server the VDUID corresponding to the pseudo ANI However the time set by the configuration parameter pseudo ANI Timeout has already passed and therefore the VOX Server has no VDUID to return to the TS In such a case the TS generates a Problem alarm and then requests the eDU Server to create a new eDU for the call with a new VDUID The call then continues and eContact Telephony will insert any new data into the new eDU however any data that was stored in the old eDU is lost To prevent recurrences of this condition increase the value of pseudo ANI Timeout Possible Complications The problems discussed in this section are rarely encountered and are restricted to certain configurations and particular phone switches However they can happen and should be kept in mind In some configurations
57. l number given No such channel Channel not currently controlled by eContact Telephony usually indicates either that the mapping of channel number to line number is wrong or that the Telephony Server is down VOX newcall 1 234 VOX newcall response 1 745 3211 234 VOX newcall 11 432 VOX 11 11 845 3211 432 Chapter 6 VOX Server Commands Reference si VOX ping Syntax VOX ping reqid Response VOX ping response reqid Description Test to see if the VOX Server is alive and connected Useful for debugging T i Note The ping message referred to in The Hello and Ping Messages on a page 42 is automatically generated by the VOX Server to reassure it that the is alive and well The current command is used by the VRU to determine whether the VOX Server is alive and well Errors None since receiving or not receiving VOX ping response determines the success or failure of the command Example VOX ping 234 VOX ping response 234 VOX pseudo_ani Syntax VOX pseudo_ani vdu_id VOX pseudo_ani channelnum Response VOX pseudo ani response vdu id ps 1 VOX pseudo_ani response channelnum ps_ Description Return pseudo ANI to network For a discussion of the pseudo ANI see New Call Network VRU on page 19 and Transferring a Call from a Network VRU on page 22
58. low transmission the VOX Server will accept the VOX newcall and TS IncomingCall event in either order it simply waits until it gets both before it responds When the VRU is done with the call it must first send a VOX gone request to the VOX Server wait for the response and then make the channel available for another call Tbe order matters This enables the VOX Server to begin afresh on that channel again waiting for a VOX newcall and TS IncomingCall event pair for the next call Go Wrong Incorrect Association of Channel Numbers and Extension Line Numbers The VOX Server will see VOX newcall requests for one channel and TS IncomingCall events for another channel and never associate them Eventually other calls will occur on these channels and the VOX Server will misassociate calls leading to chaos Either fix the configuration information for the VOX Server or make the phone cables match the existing configuration Chapter 8 Troubleshooting Missing VOX newcall Request The VOX Server will get a TS IncomingCall event wait for the VOX newcall request and not get it If a second call should go to the same channel and the VOX newcall for the second call arrives at the VOX Server ahead of the new TS IncomingCall event the VOX Server will associate the VOX newcall with the old TS IncomingCall event it had already received and misassociation occurs This sort of error can keep a channel out of sync with continual misas
59. m and the exact messages you see Have the Quintus documentation available 4 If you continue to have a problem contact Quintus Technical Support by logging in to the Quintus Technical Support web site www quintus com qq Calling 888 TECHSPT or 888 832 4778 in the U S and Canada from 8 30 a m to 8 30 p m EST Monday through Friday excluding holidays International users should call 512 425 2201 or calling 1 800 242 2121 in the U S only Email your question or problem to support quintus com You may be asked to email one or more files to Technical Support for analysis of your application and its environment FS Note If you have difficulty reaching Quintus Technical Support through this URL E or this email address please go to www avaya com for further information Before You Begin Dm Product Documentation Most Quintus product documentation is available in both printed and online form However some reference material is available only online and certain information is available only in printed form A PDF document with detailed information about all of the documentation for the Quintus eContact Suite is included in the Doc directory on the product CD ROM This PDF document is also included on the separate Documentation CD ROM Readme File The Readme file is an HTML file included on the Quintus eContact Suite software CD ROM This file contains important information that was collected too late for inclusi
60. med eDU VOX tr lt n gt lt op gt Perform a transaction operation VOX transfer Transfer the call 46 VOX SERVER PROGRAMMER S GUIDE Please note the following specifics in the discussion of each function Command Syntax The command format is discussed in Command Syntax on page 43 The trailing reqid indicates an optional request ID see Requests to the VOX Server on page 43 Response Syntax The format of a response is discussed in Command Syntax on page 43 Description Briefly states the function s purpose and may offer critical information or helpful usage hints Errors Possible error conditions Note Any command that can accept a VDUID can also accept a string of the form NS Si channelnum for example 17 On some VRUs this may be simpler than storing a VDUID It also prevents problems with ambiguous VDUIDs if a call is transferred from a VRU right back to the VRU VOX alarm Syntax VOX alarm alarmname priority description reqid Response VOX alarm response alarmname priority description reqid Description Raise an eContact Telephony alarm with the given name and descriptive text alarmname Name of the alarm priority Priority of the alarm Low High Info EMERGENCY description Text that describes the error Errors Missing arguments Example VOX alarm InvalidPIN Low Entered Invalid PIN 234 VOX alarm response InvalidPIN Low Entered Invalid PIN 1
61. mer s Guide If available Automatic Number Identifier ANI and Dialed Number Identification Service DNIS information is stored with the VDUID in the eDU je Note The term eDU refers to both the individual data repository for Ux one call and to the interface name of the server It is used in both contexts throughout the documentation set eDU is synonymous with VDU which appears sporadically in the eContact Telephony code base VDU is a deprecated term which has not yet been changed internally to eDU on a global basis 4 The Telephony Server notifies TS IncomingCall event the VOX Server about the incoming call including the extension to which the call was routed and the VDUID of the call 5 Upon receiving the transferred call the VRU informs eContact Telephony The VRU communicates with eContact Telephony through the VOX Server by calls to the installed library of eContact Telephony functions The first command a VRU sends about any telephone call is the newcall request VOX newcall This informs the VOX Server when a telephone call has arrived on the VRU and gives the VOX Server enough information to determine which line channel the call has arrived on 6 The PBX informs the Telephony Server that the call has been picked up by the VRU and the Telephony Server in turn informs TS Connect event the VOX Server This is the preferred process though some PBXs cannot detect and report on connections 7 The VOX S
62. n directly from the eDU Server which is always the more reliable data source Although the eDU Server can return values quickly it is a potential system bottleneck because it handles every call in the system in real time In busy and under configured systems minimizing traffic to the eDU Server may become a goal Any attempt to set or get information from eContact Telephony VOX setvdu or VOX getvdu updates the value stored in the cache Note VOX getvox is quick only if the value has been placed in the cache by a previous VOX getvdu or VOX setvdu If this is not true i e if the value is not in the cache VOX getvox behaves like VOX getvdu and goes out to the eDU to get the value CHAPTER 3 CONFIGURATION The VOX Server is configured through eContact Manager Refer to the eContact Manager User s Guide for configuration instructions and generic configuration parameters This chapter discusses configuration parameters that are specific to the VOX Server The only configuration parameters that must be set all others having acceptable default settings are those associated with eContact Manager s VRU configuration tab In the display area of the VRU tab click the right mouse button In the menu that appears use the New VRU and New Line options to initially supply the needed configuration parameters and the Edit option to change previously entered parameters In the VRU configuration tab each VRU is identified by its VRU System
63. n no Telephony Server is available as when an incoming call arrives at a network VRU This does not terminate the eDU The function VOX gone must be called to terminate the eDU Until VOX gone is called the VRU script continues to access the eDU and cache The VRU may provide a and the channel number rather than the VDUID vduid VDUID of the current call channelnum Channel number as given in the VOX newcall request destination Where to send the call This can be a number or a login id QS amp Note Flash hook transfers by the VRU are not supported Chapter 6 VOX Server Commands Reference Errors Bad vduid Missing arguments Example VOX transfer 745 3211 4001 234 VOX transfer response 745 3211 4001 234 VOX transfer 845 3211 BobT 1 243 VOX transfer response 845 3211 BobT 243 VOX transfer 11 4001 432 VOX transfer response 11 4001 432 VOX SERVER PROGRAMMER S GUIDE CHAPTER 7 ALARMS Alarm Name Abandon The eContact Manager application provides system administration tools for monitoring alarm events Visual and or auditory alarms beeps trigger whenever the system detects problems that require fixing by human intervention e g server failures For more information about monitoring alarms see the eContact Manager User s Manual This chapter describes the alarms associated specifically with the VOX Server The following ta
64. ndows NT Windows 2000 Win32s SQL Server Visual Basic Visual C Outlook Windows and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries Oracle is a registered trademark of Oracle Corporation Oracle8i and Oracle SQL Services are trademarks of Oracle Corporation Rogue Wave and h are trademarks of Rogue Wave Software Inc Siebel is a trademark of Siebel Systems Inc Basicscript is a registered trademark of Henneberry Hill Technologies Corporation d b a Summit Software Company Sun iPlanet Java Solaris JRE J2EE JavaServer Pages and Java are trademarks or registered trademarks of Sun Microsystems Inc SPARC is a registered trademark of SPARC International Inc Products bearing SPARC trademarks are based on an architecture developed by Sun Microsystems Inc Formula One is a licensed trademark and Tidestone Technologies Inc Visual Components First Impression and VisualSpeller are registered trademarks of Tidestone Technologies Inc JRun is a trademark of Macromedia Inc in the United States and or other countries Pentium is a registered trademark of Intel Corporation Acrobat is a registered trademark of Adobe Systems Other product and brand names are trademarks of their respective owners Obtaining Products To learn more about Avaya products and to order products contact Avaya Inc or your authorized Avaya dealer U S GOVERNMENT RESTRICTED RIGHTS
65. ne The VOX Server succeeded in getting control of the line If it only succeeded after a number of failures there may be Telephony Server problems and log files should be collected and checked See AssignOK on page 32 BadAddr emergency A bad port or an unknown IP address has been identified The VOX Server could not make sense of the IP or port address listed for the VRU in the configuration The TCP host definitions check etc hosts may not list the VRU or you may have mistyped the name No connection to the VRU can occur Chapter 7 Alarms EX Alarm Name Priority Description Cause Recommended Action Congest high Traffic to VRU has Attempts to send messages to the VRU stopped are not succeeding the VRU or network is probably in a hung state The VOX Server will keep trying but if the situation does not clear up will eventually raise another alarm and break the connection ExtraVRUCon high A VRU has connected This usually indicates a faulty TCP IP stack to the VOX Server on either the VRU or the VOX Server s though the VOX Server host The VOX Server will close the old believed that that VRU connection and accept the new one was already connected causing possible interruption of service for existing calls Garbage high The VRU sent a request The VRU sent something that was not a that could not be recognizable request This indicates parsed properly the coding errors or memory corruption
66. ner WebCenter WebCenter WRU WebACD ComHub WebCenter Email Response DataWake Defining Web Based Customer Interaction Real Time Enterprise and DEFINITY One are trademarks of Avaya Inc Portions of the Quintus eContact Suite include technology used under license as listed below and are copyright of the respective companies and or their licensors ActivePerl is a trademark of ActiveState Tool Corp This product includes software developed by the Apache Software Foundation http www apache org Cognos Impromptu and Powerplay are registered trademarks of Cognos Incorporated YACC is a registered trademark of Compiler Resources Inc APEX VideoSoft and True DBGrid are registered trademarks and ComponentOne VSVIEW SizerOne VS OCX VSFlexGrid Pro VSVIEW VSFORUM VSREPORTS VSDOCX VSSPELL TrueDBListPro COMPONENTONE CHART and ComponentOne Query are trademarks of ComponentOne LLC CT Connect is a registered trademark of Dialogic Corporation Dialogic and the Dialogic logo are trademarks of Dialogic Corporation Fulcrum is a registered trademark of Fulcrum Technologies Inc Searchserver is a trademark of Fulcrum Technologies Inc AIX and RISC System 6000 are trademarks of International Business Machines Corporation DB2 IBM OS 2 AS 400 and CICS are registered trademarks of International Business Machines Corporation VisualX is a registered trademark of Intergroup Technologies Inc ActiveX Visio Internet Explorer Windows Wi
67. on in the printed documentation The Readme file can include installation instructions system requirements information on new product features and enhancements suggested workarounds to known problems and other information critical to successfully installing and using your Quintus software You may also receive a printed Readme Addendum containing similar information uncovered after the manufacture of the product CD ROM You should review the Readme file and the Readme Addendum before you install your new Avaya software Electronic Documentation The electronic documentation in PDF and or HTML format for each Quintus eContact Suite product is installed automatically with the program Electronic documentation for the entire Quintus product suite is included on the product CD ROM and the documentation CD ROM Printed Documentation You can purchase printed copies of these manuals separately Consult with your sales representative or with Customer Support for assistance VOX SERVER PROGRAMMER S GUIDE License to Print the Electronic Documentation Online copies of documentation are included on the CD for every software release Quintus customers who have licensed software each a Licensee are entitled to make this online documentation available on an internal network or intranet solely for Licensee s use for internal business purposes and Licensees are granted the right to print the documentation corresponding to the soft
68. or your specific brand of VRU Software running on the VRU communicates with the VOX Server through a TCP IP connection by issuing commands written in the eContact Telephony specific syntax described in this manual For all practical purposes the majority of the VOX Server s commands are thin wrappers over the functionality of other eContact Telephony servers VOX SERVER PROGRAMMER S GUIDE Linking the VRU to eContact Telephony Before the eContact Telephony system can interact with the VRU the VRU has to be registered in the eContact Telephony system Depending on your VRU the VOX Server connects to the VRU or the VRU connects to the VOX Server eContact Telephony has to know the port at which this connection takes place as well as which telephone lines the VRU services This configuration data is entered into the eContact Directory through eContact Manager see Configuration on page 27 Once the connection between VOX Server and VRU has been established the VRU can send commands to the VOX Server and receive responses Informing eContact Telephony about a New Call The illustrations in Figures 1 and 2 are representations of the events that occur when an incoming call arrives at a PBX Figure 1 illustrates the events that occur when eContact Telephony s QWorkflow Designer is not used Figure 2 illustrates the events that occur when QWorkflow Designer is used However note that events may not and need not occur in
69. propriate license agreement for terms and conditions applicable to any other use reproduction modification distribution or display of Quintus software and documentation Educational Services Avaya University provides excellent training courses on a variety of topics For the latest course descriptions schedules and online registration you can get in touch with us Through the web from http learning2 avaya com Before You Begin nm Over the phone at 800 337 8941 or 800 288 LEARN 800 288 5327 Through email at trainingadmin quintus com VOX SERVER PROGRAMMER S GUIDE CHAPTER 1 OVERVIEW This chapter gives a brief high level overview of the VOX Server in relation to other eContact Telephony components The VOX Server VRUs and eContact Telephony The VOX Server provides Voice Response Units VRUs with a connection into the world of eContact Telephony The VRU also known as IVR Interactive Voice Response unit interacts with the eContact Telephony system through the VOX Server which plays the role of an intermediary sending and receiving messages from both environments Because the VOX Server can communicate with both the VRU and the eContact Telephony servers the eContact Administration Toolkit does not need to be ported to the VRU platform Consequently you can interact with eContact Telephony using the VRU s own scripting language and calls to the eContact Telephony external function library designed f
70. reply Enable Channel for next call exit Note If some other part of the code sends a VOX gone as part of other processing it should set vox state to 2 so that another VOX gone will not be sent when within the hangup trap VOX SERVER PROGRAMMER S GUIDE INDEX alarms 43 46 57 76 Abandon 57 AmbiVDUID 58 AssignFail 58 AssignOK 58 BadAddr 58 Congest 59 ExtraVRUCon 59 Garbage 59 Late 59 LoseTS 60 Lost 60 LostScriptSync 60 Lost VDUIDSync 60 Miss 60 MissInc 61 NoAnswer 61 NoChnList 61 NoDeliver 61 NoPing 61 NoPoint 61 NoReply 62 Off 62 UnkChan 62 UnkVRU 62 UnkVRUCon 62 Vanished 62 VoxlllegalVDUID 63 Voxini 63 VoxUnknownVDUID 63 VruDisable 63 VruUp 63 VruUpl 63 AssignOK 32 cache 25 channel 29 46 50 58 62 65 71 73 information on 69 misassociation 72 commands 43 45 alarm 46 getvdu 25 47 getvox 25 48 gone 21 35 49 60 67 73 newcall 14 16 18 20 31 32 34 35 49 57 59 60 63 72 73 ping 51 pseudo_ani 21 22 34 51 setvdu 52 tr 53 transfer 54 configuration 14 27 67 Connect NewCall range 35 connecting VOX Server and VRU 14 28 41 conventions VRU commands to eContact EJ VOX SERVER PROGRAMMER S GUIDE debug configuration parameters Telephony 43 D debug configuration parameters 67 debug output 34 debugging facility 65 diagnosing problems 71 Disable Wait 31 Disconnect Gone range 35 E eContact Manager 27 68 eDU Server 15 17 19 eDU val
71. sociations occurring even if only one VOX newcall was dropped VRU scripts should start with a VOX newcall request as their very first step after picking up the call It is tempting to put some speech steps in first to give the VOX newcall some cover time but the caller may hang up at that point causing many scripts to abort or otherwise fail to send the expected VOX newcall eContact Telephony delivered the call to the VRU and the VRU is expected to provide the VOX newcall for that call or risk misassociating all future calls on that channel Even if the caller hangs up the VOX newcall and the associated VOX gone for that call must be sent Q Note It is in any case unnecessary to give the VOX newcall request cover time WE This is a fast operation Missing VOX gone Request In this case the VOX Server never knows that the VRU has finished with a call and it never releases the eDU for that call When another call arrives on that channel the TS IncomingCall event or VOX newcall gives it a hint that the last call must have ended because a new call is arriving and at that point it will act as if it had seen a VOX gone request However this approach leaves the software open to race conditions i e the state that the system thinks it is in may be different from the actual state and is not supported A race condition exists when two competing events race and the result is determined by which comes in first In such a s
72. ss eContact Telephony services 1 VOX SERVER PROGRAMMER S GUIDE VoicE RESPONSE Custom Servers UNIT amp n Databases a customer VRU Script A PBX ACD Y TCP IP QCTI External Function Library VOX Server Telephony Server VDU Server Figure 4 VRU in Relation to VOX Server The VRU script invokes an eContact Telephony external function that is sent over a TCP IP connection to the VOX Server the entry point into the eContact Telephony environment The VOX Server interprets the command passes the request on to the appropriate eContact Telephony components and returns the response in a form the VRU can comprehend eContact Telephony supports many brands of VRUs some with their own external function library Every vendor specific eContact Telephony external function library comes with its own documentation Transferring a Call from a Network VRU When a network is ready to transfer a call it issues a VOX pseudo ani request to the VOX Server see step 4 in New Call Network VRU on page 19 supplying in the request the VDUID of the call for which it wants the pseudo ANI The VOX Server responds with a pseudo ANI taken from the list provided by the configuration parameter pseudo ANIs see pseudo ANIs on page 33 The VOX Server preserves this association between the supplied pseudo ANI and the provided VDUID for no longer than the time indicated by the conf
73. the port 0 the default disables the listener Scripter Method Qualify1 the default causes the Script Qualify method to be invoked A blank value turns off the request As a default when the VOX Server is first notified that a call has arrived at a VRU port it invokes a Script Qualify method to obtain any call qualification information that a Script or QWorkFlow Server might supply To prevent this from happening either because the QWorkflow Server is not being used in this way or because there is no QWorkflow Server present in your system use this parameter with an empty string as its value However if you put the QWorkFlow server s alias name in the QWorkFlow Server field just above it for instance OWorkFlow then the QWorkFlow Qualify method is then called If the QWorkflow Server is present but is not being used to provide call qualification to the VOX Server the method response contains no useful information Shutting off the invocation saves an unnecessary request If no QWorkflow Server is present the method raises an error Shutting off the invocation saves an unnecessary request and an unnecessary error message Troubleshooting note If you leave the default Qualify in the Scripter Method Vox server configuration Vox Tab no harm is really done and there are no alarms in the monitor but you will see the following entry in the vox log after every TS IncomingCall event tl TS IncomingC
74. ue cache 25 47 48 educational services x EnableVRU 38 error messages 70 Extensions 29 F flash hook 54 G getvdu 25 47 getvox 25 48 gone 21 35 49 60 67 73 H Hammer IT 67 hello message 42 IDL specification 37 ignoring a VRU 28 Incoming NewCall range 34 Initiate connection to VOX 28 IVR 13 L log file 32 65 67 M Maximum Wait Time 31 messages 41 N network VRU 19 22 33 34 51 54 71 74 newcall 14 16 18 20 31 32 34 35 49 57 59 60 63 72 73 No Telephony Server 33 NoAssign 61 O overview 13 P PBX 15 17 not used 19 21 33 54 71 ping 28 32 51 ping message 42 Ping Time 28 problems diagnosing 71 pseudo_ani 21 22 34 51 pseudo ANI Timeout 34 74 pseudo ANIs 21 22 33 34 51 74 Q Qualify1 30 QWorkflow Designer 17 30 50 53 60 66 70 72 not used 15 30 QWorkflow Designer Method 30 R request IDs 43 requests 25 S setvdu 52 Show Pings 32 TCP IP 13 22 TCP IP Port 28 Telephony Server 15 17 50 not used 19 21 33 54 71 tr 53 transfer 54 from network VRU 22 troubleshooting 65 U unit number 27 38 68 69 V value cache 25 VOX Listener Port 30 VOX Server alarms 57 Index EI Wait For New Call VOX pseudo_ani 21 22 34 51 VOX setvdu 52 VOX tr 53 VOX transfer 54 VRU commands issued to VOX Server 41 communications with eContact Telephony 13 22 connecting to VOX Server 14 28 42 ignore 28 information on 68 network 19 22
75. ult is checked Chapter 3 Configuration 33 Label Description Wait for Connect Turns off on the requirement that the VOX Server wait for a TS Connect event before proceeding with call handling The default is on checked If checked on a TS IncomingCall event must be followed by a TS Connect event before the VOX Server will proceed with call handling If the VOX Server does not get a TS Connect event a second TS IncomingCall event will cause it to abandon the first call raising the alarm NoDeliver and take up the second If unchecked off whenever the VOX Server receives a TS IncomingCall event it pretends that it has seen a following TS Connect event and does not wait This is not recommended see the discussions in Diagnosing Problems on page 71 No Telephony Server If checked informs the VOX Server that no Telephony Server is available The default is unchecked If checked this causes the VOX Server to issue a VDU Create request upon receipt of a VOX newcall command Otherwise it is the Telephony Server s responsibility to request the creation of an eDU The usual reason that no Telephony Server is available is because a network VRU is being used or because no PBX is being used In the unusual case where some lines are controlled by a TS and some are not do not check this parameter Instead use the exclamation point in association with the relevant Extensions parameter values as described in VRU Line E
76. utside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equipment or interfaces for reasons of Utilization of capabilities special to the accessed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans Mischief troubling but apparently innocuous tampering Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Trademarks Quintus WebQ CustomerQ VESP CONVERSANT and DEFINITY are registered trademarks of Avaya Inc The Quintus logo the WebCenter logo Quintus eContact HelpQ CallCenterQ HRQ SalesQ Quintus CTI NabCTI QCTI QManager QFlow Desig
77. ware they have purchased solely for such purposes Right To Print License Terms Documents must be printed as is from the provided online versions Making changes to documents is not permitted Documents may only be printed by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee s internal business purposes and subject to all applicable license agreements with Quintus Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time sharing rental outsourcing or service bureau use or to train persons other than Licensee s employees and contractors for Licensee s internal business purposes unless previously agreed to in writing by Quintus If Licensee reproduces copies of printed documents for Licensee s internal business purposes then these copies should be marked For internal use only within lt Licensee gt only on the first page or cover where lt Licensee gt is the name of Licensee Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation The copyrights to all documentation provided by Quintus are owned by Quintus and its licensors By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions This license only governs terms and conditions of printing online documentation Please reference the ap
78. y The VRU communicates with eContact Telephony through the VOX Server by calls to the installed library of eContact Telephony functions The first command a VRU sends about any telephone call is the newcall request VOX newcall This informs the VOX Server when a telephone call has arrived on the VRU and gives the VOX Server enough information to determine which line channel the call has arrived on 2 The VOX Server then asks VDU Create the eDU Server to create an eContact Data Unit eDU for the call and pass back its ID VDU Create response VDUIDs uniquely identify each telephone call within the eContact Telephony system see the eContact Data Unit Server Programmer s Guide 3 The VOX Server associates the channel number received from the VRU with the VDUID The VOX Server then returns a response VOX newcall response containing the VDUID to the VRU The VRU must either retain the VDUID and pass it to the VOX Server in all subsequent requests on behalf of the telephone call or pass the VOX Server the appropriate channel number Chapter 1 Overview 4 Atsome point the VRU may want to transfer the call It would normally do this using the VDUID to identify the call However in the current case the call identifier must be passed as part of the call and there is not enough available space in the call to pass the 32 bit VDUID Therefore using the VDUID the requests VOX pseudo_ani a pseudo ANI from the VOX Server wh

VOX SERVER - Avaya Support

Contents

Download Pdf Manuals

Related Search

Related Contents