Avaya PeriProducer for the BCM Platform User's Manual
Contents
1. 23 VFSRM Command Line Examples 24 Correlating Data in mmfxref dat to the Voice File System 24 VFSLS Command Line Examples 25 Deleting Cabinets from the Voice File System 26 VFSLS Command Line Examples 26 Working with PeriProducer Blocks for BCM 27 PeriProducer Configuration oo oooooocococorooro oo 28 PeriProducer Blocks Overview ooooooocoococooomoo 28 Variations in Block Functionality o oooo 28 NOO59775 Ver 1 0 Nortel Confidential Page 5 PeriProducer for the BCM Platform New Blocks for PeriProducer 3 00 28 PeriProducer Blocks for the BCM Environment 29 BCM IVR 2 1 PeriProducer Toolkit 29 BCM IVR 2 1 PeriProducer Toolkit Feature Extensions 29 BCM IVR 2 1 PeriProducer Toolkit Blocks 32 SevCall Data a A 33 G t Call Data a Aa Bas 34 Park Call a a win ae aes bee Ae I eee 35 Check Park Station e rose eh ase nH lie ase wae 37 Bee Pages ue A hele E Ad ane 2 38 End Page ace bite tee cti 40 Variations in Functionality of Standard PeriProducer Blocks 41 A E oe Be S 41 Disconnect as Sea heh eas a a a ceo 42 Environments a a dida is 43 PROS OD RO BLES 44 Transferring calls internally oo oooooooooo 46 LA Aaa a oe ea ee eee ees 2 N ee 47 Receive Ea tt y ato 48 Record unit a a aa 49 RESOUECE lt 5 hc cedar HEEL Re eh EG A BS 502. Answer After Ring to Ring Not supported To set this on the BCM start Count the Element Manager start the CallPilot Manager and go to Lines Administration Set the Line Properties to the number of rings after which to answer calls Send Receive Protocol Data Not supported Detect Fax Touch Tones Not supported N0059775 Ver 1 0 Nortel Confidential Page 41 PeriProducer for the BCM Platform er A For applications that receive faxes you may want to dedicate a specific line to receive them Depending on your supported protocols you can then obtain the dialed phone number DNIS to learn whether a fax should be received Disconnect The Disconnect block causes the application to hang up its phone line Once this happens the application can no longer perform phone line functions except to outdial Generally when the caller is disconnected the system invokes certain low level functions to perform clean up procedures on the phone line and its data buffers This prepares the line for the next incoming call For complete information on the Disconnect block see the PeriProducer User s Guide Block Name Disc1 Y Wait CID 7 System DefaultCID Send Protocol Data Send Length Receive Protocol Data Receive Length Apply Reset Notes DISCONNECT Hang up Function Variation Send Receive Protocol Data Not supported Page 42 Nortel Confidential N0059775 Ver 1 0
3. m DefaultcID Prompt Y Stop speaking if input is detected Options Accept Touch Tones During After Prompt J Wait Apply Reset Notes Local Context SPEAK to the caller Function Variation Prompt Only Element Name and Direct Element name are supported as speak options TTS Literal is not supported Accept Not supported Speech Input Nortel Confidential Page 53 PeriProducer for the BCM Platform System PeriProducer applications use many predefined system functions 5 TA known as call functions Call functions may use internal system yx 5 variables and sometimes perform tasks that are not readily accessible using the supplied building blocks You can access these functions Systemi With the System block For complete information on the System block see the PeriProducer User s Guide Syste m1 Block Name System Function Delete MSToken or Vocabulary Item Reference 7 A Apply ARBSBiA ONGEGS AAA Local Context Use SYSTEM Services Function Variation Function Delete Vocabulary Item function part of Delete MSToken or Vocabulary Item function not supported Page 54 Nortel Confidential N0059775 Ver 1 0 Environments Support This chapter covers 1 Environments Overview 2 Environments PeriProducer for the BCM Platform Environments Overview Environment options control line specific functions and app
4. Card Name Specifying a CMR token or a named element to record into not supported Append Not supported Asynchronous Recording Not supported N0059775 Ver 1 0 Nortel Confidential Page 49 PeriProducer for the BCM Platform Resource External resources are essentially software daemons that control the function of some other device or software process For a list of supported resources see Resources Support on page 65 for a list of supported resources For complete information on the Resources block see the PeriProducer User s Guide Resol Page 50 Nortel Confidential NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM Select The Select block accepts a single touchtone key from the caller and then determines the execution path based on that selection The block is usually used to receive a caller s choice in response to a voice menu For complete information on the Select block see the PeriProducer User s Guide Select1 Block Name Select CID 7 System DefaultCID Initial Prompt Selections 8 0 Retries No Data Timer unchanged _Re Select Prompt y No Data Reprompt Exception Paths No Data _ No Data Immediate Invalid Selection Apply Reset Notes Local Context SELECT from a Menu Function Variation Speech Recognition Not supported N0059775 Ver 1 0 Nortel Confide
5. Describes the Voice File System VFS and explains how to work with file conversion utilities Chapter 3 Working with PeriProducer blocks for BCM Describes exceptions to and variances in PeriProducer block functionality for BCM Chapter 4 Environments support Overviews environments and notes exceptions to and variances in environments support for BCM Chapter 5 Resources support Overviews resources and notes exceptions to and variances in resources support for BCM Nortel Confidential N0059775 Ver 1 0 NOO59775 Ver 1 0 Conventions Used in This Manual Preface This manual uses different fonts and symbols to differentiate between document elements and types of information These conventions are summarized in the following table Conventions Used in This Manual Sheet 1 of 2 Notation Normal text important term system command command condition and alarm file name directory on screen field lt KEY NAME gt Book Reference cross reference Nortel Confidential Description Normal text font is used for most of the document The Italics font introduces new terms highlights meaningful words or phrases or distinguishes specific terms from nearby text This font indicates a system command or its arguments Enter such keywords exactly as shown that is do not fill in your own values Command Condition and Alarm references appear on the screen in magenta text and reference t
6. MMF files to VFS phrase files Use the following format when issuing the mm 2vf s command mmf2vfs m lt mmf filename gt f lt filetype gt c lt cabinetname gt v lt visfilename gt e lt start end gt h d 1 r lt vfs_filename gt o These options are available with the mm 2v s command Option Description Required m The full pathname to the MMF file You do not need to specify an mmi or mmd Yes extension The output file type Use s for a seg Segment file or p for a ph phrase file No Omitting this option sets the file type to p c The full pathname to the cabinet where you want to store the vfs file If the No cabinet does not exist mmf2vfs creates one Cabinets are stored in var nn voicecti cabinets as lt cabinetname gt CAB Omitting this option stores the file in the IVR cabinet v The full pathname to the vfs file The vfs file takes the same name as the mmf No file specified in the m option If a vfs file already exists it is overwritten mmf2vfs attaches a ph extension for phrase files and a seg extension for segment files e The Element Access Pointer EAP number or range of EAP numbers to No convert A single EAP can be converted to a voice segment file or to a phrase in a phrase file An EAP or range of EAPs can be converted to a vfs phrase ID in a phrase file with phrase IDs corresponding to EAP numbers A range of EAPs can not be converted to individual voice
7. Transfer a call Page 44 Nortel Confidential N0059775 Ver 1 0 NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM Function Variation Originate Supervised transfer not supported Transfer Supported Internal transfers require a special format Send Receive Not supported Protocol Data Event Not supported Notification Nortel Confidential Page 45 PeriProducer for the BCM Platform Page 46 Transferring calls internally Specify the following Dial Number string to transfer calls internally lt dn gt lt label gt lt data gt where dn is the dial number of the BCM application to which you are transferring the call label is the label of the call data to set and data is the new value of the label Currently only the following labels are available value description lt mailbox gt Transfers to voicemail for caller to leave message in mailbox 2 lt mailbox gt Transfers to voicemail for caller to log into mailbox Terminate the string with a the PeriProducer system constant LowValues Nortel Confidential N0059775 Ver 1 0 Working with PeriProducer Blocks for BCM Read Use the Read block to obtain caller input through touchtones Input Hao pronto data can either be a number or a string of characters Prompts can be Bueno spoken before the caller enters the data For complete information on the Read block see the PeriProducer Use
8. Working with PeriProducer Blocks for BCM Environment Environment options control functions and application behavior They can be set or changed in an Environment block When you make changes to environment options the changes are specific only to the current application phone line and remain in effect for that phone line until explicitly changed For a list of supported environments see Environments Support on page 55 For complete information on the Environment block see the PeriProducer User s Guide N0059775 Ver 1 0 Nortel Confidential Page 43 PeriProducer for the BCM Platform Phone Op Use the Phone Op originate block in applications that originate a call to an outside party A Phone Op originate block causes the application to outdial a specific number and connect with the outside party For example use Phone Op block in an application for a mortgage company that calls local residents to inform them about current home equity loan rates For complete information on the Phone Op block see the PeriProducer User s Guide Origini Block Name Origini Call Type Originate Transfer ait CID 7 System DefaultCID Dial Number Caller Number Poni Treaster CIB Send Protocol Data Data Length Receive Protocol Data Data Length Event Notification _ Alerting _ Proceeding _ Progress Exception Path _ Failure Apply Reset Notes ORIGINATE
9. centurymark Supported Set the century boundary Specifies how PeriProducer speaks a two digit year If the year is greater than or equal to the centurymark PeriProducer speaks the 20th century if the year is less than the centurymark PeriProducer speaks 21st century debug Supported Turn Vengine debugging on or off a n as by AMU command debug mw a n Dynamically enables a or disables n VENGINE debugging deltimedcall Supported Named CALL Function should no longer be timed intermsg Supported Set the host intermediate timeout message item Specifies the vocabulary element to play if the host intermediate enquiry or response timer expires mode Supported Switches dynamically to IVR or World Wide Web mode To be able to switch from IVR to Web mode you must start the VENGINE running the application in Web mode that is vengine w notice Supported Ensure delivery at or after a blocking event numset Supported Set voice output conversion types Specifies the level of concatenation for producing numeric speech output that is the number of elements used to speak each number For example an application can speak 1000 as one thousand one element instead of one thousand two elements Supported better Provides maximum concatenation up to 9 999 Supported best Provides maximum concatenation from 10 000 and up Up to 10 000 there is no difference between the better and best options Supported dollars Speaks numeric dat
10. segment files Omitting this option converts all EAPs in the MMF file to a ph phrase file h Displays help for all options No d Turns on debug logging No 1 Displays a report of the current contents of the mmfxref dat file No r Removes the vfs file from the Voice File System and all references to it from No the mmfxref dat file 0 Enables error log output It is used for non interactive mode No N0059775 Ver 1 0 Nortel Confidential Page 21 PeriProducer for the BCM Platform MMF2VFS Command Line Examples mmf2vfs m numdemo Converts the entire contents of var nn ivr mmf numdemo to its equivalent vfs phrase file var nn ivr v s numdemo ph and adds the file to the IVR cabinet mmf2vfs m numdemo f p c bcmivr v vfsnumdemo e 1 10 Converts EAPs 1 through 10 in the mmf file var nn ivr mmf numdemo to phrase IDs 1 through 10 of the vfs phrase file var nn ivr vfs numdemo ph The phrase files are stored in the cabinet var nn voicecti cabinets bcmivr CAB mmf2vfs m numdemo f p c bcmivr v vfsnumdemo Converts the entire contents of the mmf file var nn ivr mmf numdemo to the vfs phrase file var nn ivr vfs numdemo ph The phrase file is stored in the cabinet var nn voicecti cabinets bcmivr CAB mmf2vfs m numdemo f s c bcmivr v voicesegmentl e 1 Converts EAP 1 in the mmf file var nn ivr numdemo to a voice segment file in the vfs file var nn ivr vfs voicesegment1 seg The segment file is stored in cab
11. terminology that can be explained only in the context of the MPS Series Refer to the Glossary of Nortel s Media Processing Server Series Terminology for definitions of MPS Series specific terms Read this manual from start to finish at least once When you are familiar with the document you can use the Table of Contents to locate topics of interest for reference and review If you are reading this document online use the cross reference links shown in blue to quickly locate related topics Position your cursor over the cross reference link and click once Click any point in a Table of Contents entry to move to that topic Click the page number of any Index entry to access that topic page Nortel Confidential Page 9 PeriProducer for the BCM Platform Familiarize yourself with various specialized textual references within the manualsee Conventions Used in This Manual on page 11 Periphonics is now part of Nortel The name Periphonics and variations thereof appear in this manual only in reference to a product for example the PERImps package the perirev command and so on Organization of This Manual Page 10 This manual is organized in the following way Chapter 1 Introduction to the BCM IVR Integration Overviews the Business Communication Manager BCM and what functionality the IVR integration brings to BCM Explains how to access documentation on Helmsman Chapter 2 Working with the BCM Voice File System
12. the po a Solaris operating system only 2 SOLARIS 1 Windows and the flying Window logo are either trademarks or registered trademarks of Microsoft Corporation 2 Solaris is a registered trademark of The Open Group in the U S and other countries Solaris and Windows Conventions This manual depicts examples command line syntax configuration files and screen shots in Solaris format Windows specific commands procedures or screen shots are shown when required The following table lists general operating system conventions used with either the Solaris or Windows operating system Solaris Windows Environment PPROHOME PPROHOMES Paths PPROHOME bin PPROHOME bin Command lt command gt amp start b lt command gt Page 12 Nortel Confidential N0059775 Ver 1 0 Preface Two Button Windows vs Three Button Solaris Mouse lt SELECT gt Left button lt SELECT gt Left button lt ADJUST gt Middle button lt MENU gt Right button lt ADJUST gt Left and Right together lt MENU gt Right button tite vi y Trademark Conventions The following trademark information is presented here and applies throughout for third party products discussed within this manual Trademarking information is not repeated hereafter Solaris and Motif are registered trademarks of The Open Group in the U S and other countries Solaris SunOS OpenWindows SPARC and UltraSPARC are
13. 0 and less than 65536 and may be either a static expression or a datacard Use predefined Label values from the BCM Constants folder when sharing call data between different types of BCM applications There are several predefined labels in the BCM Constants folder CallDataLabels CallAnsweringMailboxNumber CallDataLabels VoiceMailLogin CallDataLabels IdentificationNumber String of characters under a particular Label that is associated with a call This string of characters is later retrieved by the Get Call Data function The string used can be up to 42 characters long and can be either a static expression or the contents of a datacard N0059775 Ver 1 0 Nortel Confidential Page 33 PeriProducer for the BCM Platform Get Call Data Page 34 Get Call Data retrieves call data a string of text from a call using the specified Label When Get Call Data block is selected the Get Call Data window appears Block Name GetCallDatal Label to Get 7 gt Data da Apply Reset Notes Get Call Data Get Call Data Options Option Description Label to Get Specifies the Label for which call data is retrieved The Label specified must match a previously set Label such as a Label from the BCM Constants folder or a custom defined Label The number value used can be either a static expression or a datacard Data Specifies the character datacard that holds the retrieved data upon completi
14. 59 setvpsline 62 sip 66 softterm 62 speak 62 Speak block 53 strictrsc 62 System block 54 T tcap Transaction Capabilities Application Part re source 66 timedcall 62 Transaction Capabilities Application Part resource 66 transfers 44 internal 46 TrueTalk resource 66 U unbridge call 44 unlocks 60 unnotice 62 usepool 60 V VAS TCP Daemon resource 66 VFS 20 vmstimedcall 62 Voice File System VFS 20 vpsrcvtime 63 vrto 63 vtcpd VAS TCP Daemon resource 66 X xgeneric resource 66 Page 70 Nortel Confidential N0059775 Ver 1 0
15. BCM IVR Toolkit includes a folder of constant values for labels to let BCM applications written in PeriProducer share data with other BCM applications The Get Call Data block retrieves data previously associated with the call Nortel Confidential Page 29 PeriProducer for the BCM Platform Park n Page The Park n Page feature enabled when the Park block is used in combination with the Page block lets the BCM system to put an external call on hold while the system pages the appropriate personnel to retrieve the call A caller on hold is treated to either a silent audio stream a period tone audio stream or Music on Hold input When a call is parked a retrieval code is passed back to the application This retrieval code is relayed in the page and lets other devices take control of the call If a page is initiated when a call is not parked the call is implicitly put on hold and cannot be retrieved by personnel responding to the page When the page function is complete the call is taken off hold and returned to the IVR application s call flow The following figure shows a sample Park n Page application flow Page 30 Nortel Confidential NOO59775 Ver 1 0 NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM X E fel File Blocks Execute v Properties 7 0 a i o E N SpeakPag EndPage Ya True bass voy T Se 5 Chk Wait Se Be rnd Tone Park Page St
16. NORTEL PeriProducer for the Business Communications Manager BCM Platform Publication N0059775 Document Release 1 0 Release Date July 14 2006 Important Notice Nortel reserves the right to make changes in the contents of this publication including functions and specifications identified herein without notice AA The material contained in this document is intended for Nortel personnel and licensed Uoo 3 customers with a non disclosure agreement or standard contract In the absence of a written agreement to the contrary Nortel assumes no liability for applications assistance customer s product application concepts or infringements of patents or copyrights of third parties arising from the use of systems and architectures described herein Nor does Nortel warrant or represent that any license either expressed or implied is granted under any patent right copyright or other combination of technology architecture or software as might be or is already in use This document should not be reproduced disseminated or otherwise disclosed without prior written consent from a Nortel officer This document has been copyrighted by Nortel and may not be duplicated Copyright 2006 Nortel Networks All Rights Reserved Revision History Revision History July 2006 Standard 1 0 N0059775 Ver 1 0 Nortel Confidential Page 3 PeriProducer for the BCM Platform Page 4 Nortel Confidential N0059775 Ver 1 0 Table of Content
17. RS od XG nents ee eR SEAR RS 51 Send Fax A a Ene ee de WA a eas 52 Speak 4 1c 5 Reese Tp Ea ew eeewan ys ot aiale weeds has 53 O aa E ETE E E GUREAN Rs 54 Environments Support ooooooooocooooooom coo 55 Environments Overview 0c ccc eee eens 56 Application and System Environment 56 Host Environment 0 0 00 cc teenies 59 Generic Environment Options 0 000 eee eee 60 VENGINE Environment 00 00 61 Resources Support ccc cece ccc cece cece coo 65 About Resources 2 0 0 0 0 cee teenies 66 Supported Resources iaa ga Pawn ba PERO eee 66 Indek ides eos E CRORE TON ORIN Wee wk es 67 Page 6 Nortel Confidential N0059775 Ver 1 0 Preface PeriProducer for the BCM Platform Scope Business Communications Manager BCM is a communications platform that delivers voice processing business telephony applications and data networking services To extend these capabilities Nortel integrated existing Interactive Voice Recognition IVR software to run on the BCM platform The PeriProducer for the Business Communications Manager Platform manual explains variances in PeriProducer functionality when it is integrated with BCM It is not meant to replace the PeriProducer User s Guide it is meant only to be used as a supplement to it For further information on BCM see the BCM documentation Intended Audience How to Get Help Page 8 To use this guide effective
18. a items as dollars and cents Dollars automatically implies the better method of concatenation This can be combined with the best option Supported off Does not concatenate any numeric speech N0059775 Ver 1 0 Nortel Confidential Page 61 PeriProducer for the BCM Platform Page 62 rscertime rscintime setvpsline softterm speak strictrsc timedcall unnotice vmstimedcall Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported VENGINE Environment Options Sets the error timeout for non OSCAR based resources When rscertime expires the application receives ertimeout Sets the intermediate timeout for non OSCAR based resources When rscintime expires the application receives intertimeout Uses MPS line for outgoing messages Set the soft termination timeout Specifies the maximum amount of time that an application can continue running after a soft termination kill signal is issued This function is also available in the Application Configuration window under the Main Container Properties menu Setting the soft termination timeout within the application overrides the application configuration from PeriView or the VENGINE command line options You must explicitly set the soft termination timeout in linked applications or ac
19. ace e download software documentation and product bulletins e search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following web site to obtain the phone number for your region www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller How to Use This Manual NOO59775 Ver 1 0 This manual uses many standard terms relating to computer systems software application functions and the Internet However it contains some
20. atistics Application statistics for the Park n Page functionality are maintained within the BCM IVR 2 1 PeriProducer Toolkit These statistics are viewable using PeriReporter and can be consolidated and archived like any other statistics collected by PeriReporter for more information see the PeriReporter User s Guide Park n Page application statistics are collected at 15 minute intervals and then consolidated on hourly daily weekly monthly and yearly bases With PeriConsolidator you can configure the granularity of statistic file consolidation Nortel Confidential Page 31 PeriProducer for the BCM Platform including the duration that statistics files are retained User defined reports are generated using PeriDefiner By default no predefined reports are provided for Park n Page Only the raw statistics are viewable These statistics can be displayed by hour day week month and so on The raw statistics provided by the BCM IVR Toolkit include e PageAttemptCnt number of attempted pages e PageCnt number of successful pages e PageFailureCnt number of failed pages paging system in use e ParkAttemptCnt number of attempted park calls e ParkCallCnt number of the parked call that failed e ParkFailureCnt number of failed parked calls that failed e ParkDuration total number of seconds calls have been parked e ParkTransferSuccessCnt number of times parked calls were retrieved ParkAbandonedCnt Number of times par
21. cation receives the get input fail condition with Status ErrTooSlowRecognition Nortel Confidential Page 57 PeriProducer for the BCM Platform Application and System Environment Options MediaHighWaterMda Not supported Notify if media high water mark reached rkEvent Enables or disables sending the mm high condition to the application MediaLowWaterMar Not supported Notify if media low water mark reached kEvent Enables or disables sending the mmf 1ow condition to the application RecFirstSil Not supported Maximum silence allowed before voice response The amount of time the caller has to begin speaking at the beginning of the recording If the caller does not begin speaking within this time period the recording terminates ReclinterSil Supported Maximum duration of intermediate silence The amount of time the caller can remain silent after beginning to speak before the system automatically terminates the recording No error condition is returned because the system assumes that the caller is finished recording and the message is valid This should always be set to higher than RecSilStrip RecSilStrip Not supported Do not record silence periods longer than To save disk space during recording silence periods greater than RecSilStrip and less than RecinterSil are not included in the recording RecSilStrip should always be set less than ReclnterSil RscConfig Not supported Configuration string for OSCAR resource Sen
22. cept the value inherited from the mail application Set voice output language conventions Determines which set of language rules the application uses to speak numbers dates time and money These rules include the order the application uses for the tokens as well as any additional structures unique to each language For example when an application speaks an even dollar amount that is without cents using British language rules the application speaks exactly after the dollar amount Japanese Select the Japanese method Cantonese Select the Cantonese method Mandarin Select the Mandarin method British Select the UK British English method Arabic Select the Arabic method U S Select the American English method European Use day month order for dates British and U S only Improved Select the Improved method Korean Select the Korean method TDD Select TDD Telecommunications Device for the Deaf Literal Literal method This is not currently supported TDD Select TDD Name method This is not currently supported Name Spanish Select the Spanish method Postpone delivery of unexpected resource message Named CALL Function should be timed Restore default processing remove from notice list Named CALL Function should be timed is interruptible Nortel Confidential N0O059775 Ver 1 0 Environments Support VENGINE Environment Options vpsrcvtime Supported Set the system response timeout If the system
23. d configuration parameters directly to the OSCAR resource This may be entered multiple times within the Environment block RscLabel Not supported Change label of an OSCAR resource Switch the label grammar used by an OSCAR resource This is typically used while the OSCAR resource is already allocated The application can perform recognitions from different vocabularies without releasing the resource Page 58 Nortel Confidential NOO59775 Ver 1 0 Host Environment Environment Option er headermode hostctl intime refer rfno session setaid N0059775 Ver 1 0 Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Supported Environments Support Host Environment Options Description including variations for the BCM Set the enquiry timeout or response timeout The amount of time the host has to respond to an enquiry If the host does not respond within the er interval hrcvtxt fail or hrcvmapfail is generated with Status ErrTimeout This must be set higher than the intime timer Enables or disables translation of 24 byte header PACE messages If headermode is enabled 24 byte header messages are translated If headermode is disabled the header messages are not translated but are instead passed to the application Enables or disables host up or down messages to applications If hostct1 is enabled hetlon host
24. does not respond to a request within the vpsrcvtime interval vrto is generated This function is also available in the Application Configuration window under the Main Container Properties menu Setting the response timeout vpsrcvtime within the application overrides the application configuration from PeriView or the VENGINE command line options By default linked applications inherit the vpsrcvtime set by the main application To change this the linked application must explicitly set vpsrcvtime N0059775 Ver 1 0 Nortel Confidential Page 63 PeriProducer for the BCM Platform Page 64 Nortel Confidential N0059775 Ver 1 0 Resources Support This chapter covers 1 About Resources 2 Supported Resources PeriProducer for the BCM Platform About Resources Resources refer to external resources that PeriProducer applications can access You can set applications to get information from a resource to send information to a resource or to receive input from a resource Supported Resources Resource Supported ausvr Audio Server CCC CN E CTI CN ea arco Capas pain PA SSA e E CN EC CA ET CUA fe Page 66 Nortel Confidential NOO59775 Ver 1 0 Index PeriProducer for the BCM Platform A alarmdbtask 61 ANI 28 Answer block 41 apprestart 61 blocks See individual block names bridge call 44 C cabinets 20 caller message recordings CMRs 20 calltim 57 ccss Common Channel Signaling Se
25. e Begin Page block attaches the voice port to a paging system Once attached the application s speech function are heard over the paging system There are three Page types available e Internal zone e External speaker e Both The Application Developer can specify page zones Page zone values only apply if the Page type is Internal Zone or Both Block Name BeginPagel Page Type gt Page Zone 7 gt Status e Apply Reset Notes Begin Page Page 38 Nortel Confidential NOO59775 Ver 1 0 NOO59775 Ver 1 0 Begin Page Options Option Working with PeriProducer Blocks for BCM Description Begin Page Page Zone Character datacard indicating the Page type There are three predefined Page Type Constants PageTypes InternalZone PageTypes ExternalSpeaker PageTypes Combined Character datacard indicating the Page zone Page zones are customized for the Application Developer and defined as Constants Up to six different Page zones can be defined PageZones AllZones PageZones Zone1 PageZones Zone2 PageZones Zone3 PageZones Zone4 PageZones Zone5 PageZones Zone6 Character datacard containing the status of the operation upon completion There are two predefined Begin Page Status constants Statuses BeginPage Ok Statuses BeginPage BadParam Nortel Confidential Page 39 PeriProducer for the BCM Platform End Page The End Page block detaches the voice por
26. elephony Integration re source 66 generic environment options 60 generic resource 66 H hangup 59 hctloff 59 hctlon 59 headermode 59 hkfdisc 45 hookflash 44 host environment options 59 hostctl 59 input 59 intermsg 61 internal transfers 46 intime 59 IVR cabinet 20 TVR_CMR cabinet 20 J Java Services Bridge resource 66 jsb Java Services Bridge resource 66 L LineStandbyMode 57 LineTotalCall 57 lvr a Nuance Large Vocabulary Recognition re source 66 LvrFirst 57 LvrTooMuchSpeech 57 LvrTooSlowRecognizer 57 NOO59775 Ver 1 0 Nortel Confidential Index manual conventions 8 10 MediaHighWaterMarkEvent 58 MediaLowWaterMarkEvent 58 mmd 20 MMF files 20 mmf2vfs 21 mmi 20 mode 61 multimedia format MMF files 20 N notice 61 Nuance Large Vocabulary Recognition resource 66 numset 61 O originate 44 output 59 P ph 20 Phone Op block 44 phone resource 66 Phone Resource Server resource 66 phonePRS Phone Resource Server resource 66 phrase files 20 phrases 20 R Read block 47 Receive Fax block 48 RecFirstSil 58 RecInterSil 58 Record block 49 RecSilStrip 58 refer 59 Resource block 50 resources See individual resource names rfno 59 RscConfig 58 rscertime 62 rscintime 62 RscLabel 58 rtype 45 Page 69 PeriProducer for the BCM Platform S screendaemon resource 66 seg 20 segment files 20 Select block 51 Send Fax block 52 session 59 setaid
27. er hears when an incoming call reaches a line that is between ending a call and ready to accept another call The default is the busy tone Total call timeout including any time in referral The maximum duration for a call The timer starts when the call is answered When the total timer expires calltim is generated Note that the total call duration includes any time spent in referral If the call is in referral when the total timer expires the application does not receive calltim instead the LineTotalCall timer restarts First speech timer The maximum amount of time allowed for the caller to begin speaking input and having it recognized This is similar to the DtmfFirst option but is specific to speech recognition If the timer expires the get input fail condition with Status ErrFirst is generated Maximum time for speech to end once it begins The amount of time allowed for the caller to finish speaking requested input once recognition starts If this timer is consistently exceeded either there is background noise being detected as speech or callers do not have enough time to speak the requested input Timer expiration results in the get input fail condition with Status ErrTooMuchSpeech Maximum time for recognizer result after speech ends The maximum amount of time the application should wait for recognition results after recognition stops If this timer expires the recognition attempt is aborted and the appli
28. eting Cabinets from the Voice File System Use the vEsrmcab command to remove cabinets from the VFS file system To be deleted the cabinet must exit and be empty These options are available with the vEsrmcab command Option Description Required cabinet The name of a VFS cabinet in var nn voicecti cabinets This option is required Yes VFSLS Command Line Examples v srmcab IVR_CMR Deletes the cabinet file IVR_CMR CAB from VFS removing the empty cabinet file from var nn voicecti cabinets Page 26 Nortel Confidential N0059775 Ver 1 0 Working with PeriProducer Blocks for BCM This chapter covers 1 PeriProducer Configuration 2 PeriProducer Blocks Overview 3 BCM IVR 2 1 PeriProducer Toolkit 4 Block Functionality PeriProducer for the BCM Platform PeriProducer Configuration Before creating BCM applications with PeriProducer check the following configuration prerequisite e If your application needs to access ANI digits DNIS digits or both configure the switch to send ANI DNIS to the application for all lines Refer to the BCM Programming Operations Guide to use Element Manager to configure the switch to send ANI DNIS PeriProducer Blocks Overview PeriProducer uses a set of blocks to build applications Each block represents a function the application can perform Some PeriProducer blocks have variations in functionality when used in the BCM IVR context Some PeriProducer blocks such as tho
29. gs in the Voice File System VFS Elements of the Voice File System are f f S AcctBalPhrase E Cabinets A cabinet acts as a directory It contains any number of voice files All 1 2 E prerecorded voice prompts are stored in a cabinet called IVR All caller message recordings CMRs are stored in a cabinet called IVR_CMR IVR Cabinet AcctBalPhrase Phrase files A phrase file contains any 5 a E number of phrases For each multimedia 7 gt format MMF file a file is created in the z IVR cabinet 3 E 4 E 5 E 6 E gt Phrases A phrase ph is a prerecorded element that is spoken to the caller PhraseNumbers identify a phrase within a file Phrases correspond to mmi files in an MMF file 4E Segment files Segment files seg contain raw audio data and are used for caller message recordings CMRs Page 20 Nortel Confidential N0059775 Ver 1 0 BCM and the Voice File System VFS Convert MMF Files to VFS Phrase Files using the MMF2VFS command Existing MMF files must be converted in order for them to work with BCM You can convert existing MMF files with BCM s Element Manager MMF files are converted automatically when IVR prompts are loaded in the Element Manager see BCM s Interactive Voice Response Installation and Configuration Guide for details The mmf2vfs command converts
30. he Command Reference Manual the MPS Developer User s Guide or the Alarm Reference Manual respectively Refer to these documents for detailed information about Commands Conditions and Alarms This font highlights the names of disk directories files and extensions for file names It also shows what is displayed on a text based screen for example to show the contents of a file This font indicates field labels on screen menu buttons and action buttons A term that appears within angled brackets denotes a terminal keyboard key a telephone keypad button or a system mouse button This font indicates the names of other publications referenced within the document A cross reference appears on the screen in blue Click the cross reference to access the referenced location A cross reference that refers to a section name accesses the first page of that section The Note icon identifies notes important facts and other keys to understanding The Caution icon identifies procedures or events that require special attention The icon indicates a warning that serious problems may arise if the stated instructions are not followed implicitly Page 11 PeriProducer for the BCM Platform Conventions Used in This Manual Sheet 2 of 2 Notation Description The flying Window icon identifies procedures or events that apply to the Windows operating system only 1 Y The Solaris icon identifies procedures or events that apply to
31. idential N0059775 Ver 1 0 Page 28 Working with PeriProducer Blocks for BCM PeriProducer Blocks for the BCM Environment The following PeriProducer blocks found in the BCM IVR 2 1 PeriProducer Toolkit are unique to the BCM environment e Set Call Data e Get Call Data e Park Call Check Park Status e Begin Page e End Page For more information on the BCM IVR 2 1 Toolkit see below Running applications that use options not supported by BCM may result in an error For best results always test applications before making them available to users BCM IVR 2 1 PeriProducer Toolkit NOO59775 Ver 1 0 The BCM IVR PeriProducer Toolkit is a group of six blocks that enable applications to perform BCM platform specific operations The six BCM IVR 2 1 Toolkit blocks are e Set Call Data e Get Call Data e Park Call Check Park Status e Begin Page e End Page BCM IVR 2 1 PeriProducer Toolkit Feature Extensions The following feature extensions unique to the BCM IVR system are enabled by the BCM IVR Toolkit blocks Set Call Data Get Call Data With this feature data associated with a call can be passed between BCM applications For example with the Set Call Data Get Call Data feature a PIN number or Credit Card number entered by a caller can be passed along to different BCM applications The Set Call Data block associates up to five strings of data per call Each string of data is identified by a label The
32. idential Page 59 PeriProducer for the BCM Platform Host Environment Options unlocks Supported Number of unlocks received before actually unlocking keyboard Causes the COMMGR to ignore one less than the specified number of unlocks following a SEND TEXT MAP command before actually unlocking the keyboard usepool Supported Specify name of virtual terminal pool to use When using VT pooling set the pool to use for host transactions If usepool is not specified the current pool is used usepool automatically sets session to 0 Generic Environment Options Generic Environment Option Supported Application and system options No Host manager options No Vengine options Yes Specifies an environment option for the COMMGR Host or VENGINE which is not available in the existing environment classes The Generic Environment options permit use of data cards as well as literals to specify option values Page 60 Nortel Confidential NOO59775 Ver 1 0 Environments Support VENGINE Environment VENGINE Environment Options Environment Supported Description including variation for the BCM Option alarmdbtask Supported Set the alarm database task name Specifies the task name that alarms are associated with This function is also available in the Application Configuration window under the Main Container Properties menu apprestart Supported Restart the application when it ends Forces the application to restart automatically
33. inet var nn voicecti cabinets bcmivr CAB mmf2vfs 1 Displays the contents of opt vps common etc mmfxref dat file Output shows cabinets created using mmf2vfs the phrase and segment files in each cabinet and the EAP numbers and phrase IDs for each phrase in the cabinet The following is an abbreviated mmf2vfs 1 sample output phraseID MMF Cross Reference File Stats file contains 105 records contains 2 mmf conversions created on Wed Jun 15 17 59 04 2005 Page 22 Nortel Confidential N0059775 Ver 1 0 BCM and the Voice File System VFS Removing VFS Files from the VFS Files System Use the vEsrm command to remove VFS files from the VFS files system Use the following format when issuing the vEsrm command v sim v lt vfs filename gt f lt filetype gt c lt cabinetname gt h d o These options are available with the v srm command Option Description Required f The output file type Use s for a seg segment file or p for a ph phrase file No Omitting this option sets the file type to p c The full pathname to the cabinet where the vfs file is stored Omitting this No option sets the pathname to the IVR cabinet Cabinets are stored in var nn voicecti cabinets as lt cabinetname gt CAB No other extensions are accepted v The vfs file name without extension or path The vfs file to be removed must Yes already exist in var nn ivr vfs This option is required h Displa
34. is up or hetloff host is down is sent to the application when the host changes state If hostct1 is disabled these conditions are not generated Set the intermediate Please hold on timeout The enquiry or response intermediate timer can be used to time the playing of a please hold on message to the caller while waiting for host data When intime expires hostinter is generated This timer must be set lower than the ertimer and can be disabled by setting it to 0 Set the phone line mode after a 24 byte header referral input Wait for touchtone input from the line after establishing the referral output Send a voice prompt to the referral line after establishing the referral hangup Hang up after establishing the referral Set the 24 byte header referral phone number If a referral number is not specified for rfno it is assumed that the host provides the referral number Set the host session number Sets the host number that the line uses for host based I O If the application does not use VT pooling setting session to 0 effectively disables the host link Note that the usepool option automatically sets session to O when using VT pooling so there is no need to set session to 0 when using VT pooling Set line specific AID override aiddefault for next send only Changes the default AID key for the line on which it is running that is specifies the desired AID key and associates it with the next send Nortel Conf
35. ive In Faxes are stored in var nn ivr fax BIM assigns a unique file name to received faxes Not supported Not supported qe For applications that receive faxes you may want to dedicate a specific line to LL receive them Depending on your supported protocols you can then obtain the dialed phone number DNIS to learn whether a fax should be received Page 48 Nortel Confidential N0059775 Ver 1 0 Working with PeriProducer Blocks for BCM Record Use the Record block to acquire either a single message recording from the caller or a group of related recordings For complete information on the Record block see the PeriProducer User s Guide Record1 Block Name Recordi CID System DefaultCID Mode Sync Record Begin sync Record End syne Record Record Into MMF Item uav Database Entry _ Failure Database Folder CMRExample Prompt Data Card Duration prompt 1 tokent 194 prompt 2 token2 120 prompt 3 token3 240 prompt 4 tokend 60 Add Change Delete Prompt prompt 1 Data Card Names CMRExample tokend eses ar rivdepe 245252 SL LA dite og ti Index in List Write to Database File tmp testfile Maximum Duration 7 194 seconds DTMF Abort Characters Encoding PCM _ Full Duplex _ Keep On Error Apply Reset Notes Local Context RECORD a Message from the Caller Function Variation Data
36. ked callers hung up e ParkReturnedCnt Number of times parked calls were returned to the application ParkInternalCnt Number of internally parked calls From the above noted statistics any custom reports can be created including e Average duration of parked calls ParkDuration ParkCallCnt e Average number of pages per call PageCnt ParkCallCnt e Average number of pages for a user definable period PageCnt x BCM IVR 2 1 PeriProducer Toolkit Blocks The BCM IVR 2 1 PeriProducer Toolkit has six blocks Folders A B ECH ToolKit v2 1 Page 32 Nortel Confidential N0059775 Ver 1 0 Working with PeriProducer Blocks for BCM Set Call Data Set Call Data associates data with a call Multiple up to five strings of data can be stored per call Each string of data is identified by a Label Constant values for Labels are included as part of the BCM Toolkit BCM Constants however system developers can also custom define Labels Predefined Constant Labels are used if BCM applications developed in PeriProducer share data with other BCM applications When Set Call Data block is selected the Set Call Data window appears Block Name SetCallDatal Label to Set 7 gt Data Apply Reset Notes Set Call Data Set Call Data Options Option Description Label to Set Specify the label used in setting call data in the Label to Set field The number value can be any number greater than
37. l Media Processing Server MPS Series IVR solution with BCM hardware What functionality does IVR integration add to the BCM The BCM 4 0 offers interactive voice response capabilities through Interactive Voice Response 2 1 IVR 2 1 IVR 2 1 is a suite of products that lets businesses create applications callers can use to access information by responding to a series of prompts through their touchtone phones The IVR applications are developed for the specific customer s needs and in many cases are integrated with databases to enable real time queries and updates Some examples of IVR applications are e A pharmacy s application that lets customers access their accounts receive real time status on their prescription refills and request prescription refills e A bus station s IVR application that lets customers book seats on a trip or review projected departure times e A bookstore s application that lets customers hear store hours purchase books and check the delivery of an existing order The collection of hardware and software on which the IVR applications are created and administered on BCMs is collectively referred to as the BCM IVR 2 1 system For information on variations in PeriView PeriReporter and COMMGR functionality for the BCM IVR integration see the BCM IVR Integration Supplement manual Nortel Confidential N0O059775 Ver 1 0 Introduction to the BCM IVR Integration Accessing complete documentatio
38. lication behavior They can be set or changed in an Environment block There are three environment categories to choose from e Application and System Environment on page 56 e Host Environment on page 59 e Generic Environment Options on page 60 The tables in this chapter specify which options are supported in PeriProducer 3 00 when operating on the BCM platform For more information on all environment options see the PeriProducer User s Guide Application and System Environment Environment Option DtmfFirst DtmfGuard DtmflInter DtmfToneDur Page 56 Application and System Environment Options Supported Supported Not supported Supported Not supported Description including variations for the BCM Maximum time allowed before first tone The maximum amount of time allowed for the caller to enter the first touchtone in an input sequence The timer starts as soon as the input prompt finishes speaking If the timer expires the get input fail condition with Status ErrFirst is generated Enable TT extended time verification during voice output and record If DtmfGuard is on the system does not consider a touchtone valid until it lasts for DimfToneDur time DtmfGuard should be used only for testing and diagnostics If DtmfGuard is off any detected touch tone longer than 40 ms is considered valid Maximum time allowed between tones The maximum amount of time allowed for the caller to pau
39. ly users should complete an on site system familiarization training program conducted as part of the initial system installation In addition they should be familiar with other site specific operating procedures relating to the Business Communication Manager BCM due to specific BCM application functions or any other equipment to which the BCM may be connected Basic knowledge of operating systems software is also assumed This section explains how to get help for Nortel products and services Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released To check for updates to the latest documentation for the MPS 500 and 1000 click one of the following links Takes you directly to the Nortel page for MPS 500 documentation at www130 nortelnetworks com cgi bin eserv cs main jsp cscat DOCUMEN TATION amp resetFilter 1 amp tranProduct 12605 MPS 1000 Takes you directly to the Nortel page for MPS 1000 documentation at www130 nortelnetworks com cgi bin eserv cs main jsp cscat DOCUMEN TATION amp resetFilter 1 amp tranProduct 11721 Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support web site www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products Nortel Confidential N0O059775 Ver 1 0 Pref
40. n for BCM NOO59775 Ver 1 0 For further information on all these products download current technical documentation from Helmsman Express the Nortel online documentation resource To access documentation 1 Goto www nortel com 2 Highlight the Support Training dropdown list on the upper half of the browser window Click Technical Documentation 4 Under the heading Other Resources at the bottom right of the browser click the Helmsman Express link 5 If you are a registered user of Helmsman log on If you are not already a registered user of Helmsman register now by following the instructions online 6 In the list of Products click the Business Communications Manager and Norstar link then choose the Business Communications Manager 4 0 link Documentation Issues Issue Documentation currently refers to hardware as the MPS Series Wherever the documentation uses MPS Series assume that this refers to the BCM unless otherwise noted Nortel Confidential Page 17 PeriProducer for the BCM Platform Page 18 Nortel Confidential N0059775 Ver 1 0 BCM and the Voice File System VFS This chapter covers 1 Elements of the Voice File System VFS 2 Convert MMF files to VFS phrase files 3 Convert VFS phrase files to MMF files PeriProducer for the BCM Platform The BCM Voice File System VFS Business Communication Manager BCM stores application voice prompts and caller message recordin
41. ntial Page 51 PeriProducer for the BCM Platform Send Fax Use the Send Fax block to send a fax that has already been composed and stored as a TIFF file or a txt file For complete information on the Send Fax block see the PeriProducer User s Guide SndFax5 Block Name SndFax5 CID 7 System DefaultCID Send From 7 FaxExample FaxSendToken Local Station ID 7 Tag Line Font Exceptions _ No Fax Available _ Send Failure CAD ele Ghesciyil ANOTE SE SEND a FAX Transmission Function Variation Send from To send a fax define a composite folder with an MSToken card and a character data card len 41 Set the initial value of the character data card to the fax file name MSToken must contain the filename of the fax to send Send Fax assumes that files not listed with a full path are stored in the default directory of var nn ivr fax File names must be shorter than 255 characters Page 52 Nortel Confidential N0059775 Ver 1 0 Speak NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM The Speak block provides voice output to the caller either to present the caller with requested information or to prompt the caller to enter data Click the Prompt button to open a window where you can add vocabulary phrases For complete information on the Speak block see the PeriProducer User s Guide Speak1 Block Name Speak1 CID List
42. on Status Specifies the character datacard that contains information on the status of the operation upon completion There are several predefined Status labels in the BCM Constants folder Statuses GetCallData Ok Statuses GetCallData CallDataNotFound Statuses GetCallData NoCall Statuses GetCallData BadParam Nortel Confidential N0O059775 Ver 1 0 Park Call NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM Park Call puts a call on hold so that it may be retrieved by another device in the BCM system While parked the caller is connected to one of three on hold streams ea silence audio stream ea periodic tone audio stream or e the Music On Hold input of the BCM When a call is parked a Park Code is returned to the application When Park Call is used in combination with the Page and Speak blocks a page is sent to personnel advising that a call is on hold and relaying the code needed to retrieve the call The Page block is described in more detail below See PeriProducer User s Guide for more information on PeriProducer blocks A call is returned to the application if it is not retrieved within a specified amount of time On hold treatment is configured in the BCM and applies only to external callers Internal callers receive a silent audio stream when on hold An parked internal call is not be returned to the application after the specified time period has expired As such there is no need to e
43. r s Guide Block Name Read Initial Prompt CID 7 System DefaultCID Store Data In Store Data Length In Store Data Type In Retries as Allow Partial DTHF Data DTMF Length 1 7 inieua DIF Length Go i No Data Timer v unchanged Partial DTMF Data Timer unchanged Reprompt Type Prompt Mode Abort Accept ES a v I J Reprompt Type 7 No Data Add Change Delete Clear the Prompt Prompt 3E E e El Accept Touch Tones During After Prompt Exception Paths Jj No Data _ No Data Immediate _ Length Error _ Recognition Error _ Other Apply Reset Notes Local Context READ Data Entered by the Caller Function Variation Speech Recognition Not supported N0059775 Ver 1 0 Nortel Confidential Page 47 PeriProducer for the BCM Platform Receive Fax Use the Receive Fax block to receive a fax from an external fax machine For complete information on the Receive Fax block see the PeriProducer User s Guide Rev Fax2 Block Name RevFax2 Y Wait Receive Type MMF Item TIFF File CID 7 System DefaultCID MMF Item MMF File Receive In 7 FaxRcvToken Local Station ID 7 Maximum Pages 10 Options _ Beep When Ready to Receive _ Keep on Error Exceptions _ No Fax Available _ Receive Failure Apply Reset Notes RECEIVE a FAX Transmission Function Variation Rece
44. rted when the parked call completes Page 36 Nortel Confidential NOO59775 Ver 1 0 Working with PeriProducer Blocks for BCM Check Park Status Check Park Status checks the status of call parked in the system If a i Timeout value is specified in seconds the application blocks in this toolkit block for the specified number seconds If the Timeout value is O the block immediately completes The status of a parked call indicates either that a specified timeout has occurred and the call is still parked or the call has been automatically unparked by the system as a result of being parked too long The disc condition indicates that a call has been retrieved by another device in the system or that the caller disconnected while parked Block Name CheckParkStatusl Timeout in seconds 7 ES Status 7 Apply Reset Notes Check Park Status Check Park Status Options Option Description Timeout The maximum amount of time in seconds to wait for the call to be retrieved before returning control to the application Status Character datacard containing the status of the operation upon completion There are two predefined Status labels in the Constants folder Statuses CheckParkStatus Timeout Timeout occurred call still parked Statuses CheckParkStatus NotParked No call is parked N0059775 Ver 1 0 Nortel Confidential Page 37 PeriProducer for the BCM Platform Begin Page Th
45. rver resource 66 centurymark 61 CMRs 20 Common Channel Signaling Server resource 66 Computerized Telephony Integration resource 66 conditions calltim 57 hctloff 59 hctlon 59 vrto 63 conventions manual 11 Convert MMF files 21 cti Computerized Telephony Integration resource 66 D debug 61 deltimedcall 61 directory of VFS files 20 Disconnect block 42 DNIS 28 DtmfFirst 56 DtmfGuard 56 Dtmf Inter 56 DtmfToneDur 56 E end transfer 44 Environment block 43 environment options 63 Page 68 Nortel Confidential alarmdbtask 61 apprestart 61 centurymark 61 debug 61 deltimedcall 61 DtmfFirst 56 DtmfGuard 56 DtmfInter 56 DtmfToneDur 56 er 59 generic environment 60 hangup 59 headermode 59 host environment 59 hostctl 59 input 59 intermsg 61 intime 59 LineStandbyMode 57 LineTotalCall 57 LvrFirst 57 LvrTooMuchSpeech 57 LvrTooSlowRecognizer 57 MediaHighWaterMarkEvent 58 MediaLowWaterMarkEvent 58 mode 61 notice 61 numset 61 output 59 RecFirstSil 58 RecInterSil 58 RecSilStrip 58 refer 59 rfno 59 RscConfig 58 rscertime 62 rscintime 62 RscLabel 58 session 59 setaid 59 setvpsline 62 softterm 62 speak 62 strictrsc 62 timedcall 62 unlocks 60 unnotice 62 usepool 60 vmstimedcall 62 vpsrcvtime 63 N0059775 Ver 1 0 environment options See individual environment op tion names er 59 error log 21 23 extts a TrueTalk resource 66 F fax 48 52 G gencti Computerized T
46. s Table of Contents Revisi n HIStory vos ra a a e 3 Preface ati A ED 7 SE e TE Y de dto Ledo aoe do E 8 Intended Audience o o ooococcncoracncoro or 8 How to Geo ai e Apia 8 Finding the latest updates on the Nortel Web site 8 Getting Help from the Nortel Web site 8 Getting Help over the phone from a Nortel Solutions Center 9 Getting Help from a specialist by using an Express Routing COn a ais 9 Getting Help through a Nortel distributor or reseller 9 How to Use This Manual essa dd ssl 9 Organization of This Manual 0 000 002 eee 10 Conventions Used in This Manual oo oooooomooo oo 11 Solaris and Windows Conventions 0o ooooocococooooo 12 Two Button Windows vs Three Button Solaris Mouse 13 Trademark Conventions eiii eee eae hoes ee ees 13 Introduction to the BCM IVR Integration 15 The Business Communications Manager BCM Interactive Voice Response IVR Integration 0 0 00 ee eee 16 What functionality does IVR integration add to the BCM 16 Accessing complete documentation for BCM 17 Documentation Issues op cit tata 17 BCM and the Voice File System VFS 19 The BCM Voice File System VFS 0000 20 Convert MMF Files to VFS Phrase Files using the MMF2VFS command dE ae aie AR 21 MMF2VFS Command Line Examples 22 Removing VFS Files from the VFS Files System
47. se between entering touchtones in a multiple key input sequence The timer starts as soon as the caller enters the first touch tone If the inter timer expires and timeout is off getinput fail is generated with Status Errlnter and no caller input is returned Extended touchtone verification time Specifies the amount of time a touchtone must be detected before it is considered valid The minimum recommended value is 40 ms the default DtmfToneDur is used only when DtmfGuard see above is enabled Nortel Confidential N0059775 Ver 1 0 LinePickUp LineStandbyMode LineTotalCall LvrFirst LvrTooMuchSpeech LvrTooSlowRecogni zer NOO59775 Ver 1 0 Environments Support Application and System Environment Options Supported Not supported Supported Not supported Not supported Not supported Blind or guard timer for completing outbound calls In a system without call progress detection or answer supervision expiration of the pickup timer results in the origcmp Or transfercmp condition being returned to the application following outdial or referral respectively The condition indicates successful completion of the call transfer function Note In a system containing call progress detection or answer supervision the LinePickUp timer should be set to a value high enough so that it does not preempt any of these functions The default is 30 seconds Set state between calls Specify the tone a call
48. se in the BCM IVR 2 1 Toolkit are unique to the BCM IVR context see BCM IVR 2 1 PeriProducer Toolkit on page 29 Variations in Block Functionality The following blocks are either not supported for BCM or have only partial functionality e Answer For additional information see Answer on page 41 e Disconnect For additional information see Disconnect on page 42 e Environment For additional information see Environment on page 43 e Phone Op For additional information see Phone Op on page 44 e Read For additional information see Read on page 47 e Receive Fax For additional information see Receive Fax on page 48 e Record For additional information see Record on page 49 e Resource For additional information see Resource on page 50 e Select For additional information see Select on page 51 e Send Fax For additional information see Send Fax on page 52 e Speak For additional information see Speak on page 53 e System For additional information see System on page 54 Blocks not listed here maintain their full functionality For more information about all PeriProducer blocks see the PeriProducer 3 00 User s Guide New Blocks for PeriProducer 3 00 The following blocks are new to PeriProducer 3 00 e Abort e Call Control e Call Progress Detection e Edit Sequence e Line Operations For more information about all PeriProducer blocks see the PeriProducer 3 00 User s Guide Nortel Conf
49. sed D Drive Letter BMC3 X C Z BCM4 0 D P S F File type phrase segment fax and so on Number Number of files in the cabinet Max Maximum space allowed Kilobytes Used Actual space used Kilobytes These options are available with the v sls command Option Description Required cabinet The name of a VFS cabinet in var nn voicecti cabinets This displays the Yes mbQueryCabinet data This option is required filespec Optional filenames within the cabinet for which the mbQueryCabinet data is No displayed Wildcards filenames containing an asterisk are accepted If omitted the default setting is Page 24 Nortel Confidential N0059775 Ver 1 0 BCM and the Voice File System VFS VFSLS Command Line Examples v sls IVR Displays the file information for all files in the IVR cabinet followed by the cabinet information tdd ph D 387388 Wed Jun 15 17 57 10 2005 dtmf ph D 998272 Wed Jun 15 18 58 25 2005 Type Max kB Used kb Voice 4294967295 Phrase 4294967295 Fax 4294967295 Text 4294967295 Other 4294967295 v sls IVR dtmf ph Displays file information for all files in the cabinet followed by cabinet information dtmf ph D P 998272 Wed Jun 15 18 58 25 2005 Type Number Max kB Used kB Voice 0 4294967295 0 Phrase 2 4294967295 1353 Fax 0 4294967295 0 0 D Text 4294967295 0 Other 4294967295 0 N0059775 Ver 1 0 Nortel Confidential Page 25 PeriProducer for the BCM Platform Del
50. t from the paging system An application must perform this operation whenever it is not actively paging since the paging system can only be connected to one device at a time If an application issues a page and then waits to try again at a later time it must end the page before it waits An application can be connected to the paging system for a maximum of 3 minutes After that time the voice port automatically disconnects from the paging system S Block Names EndPagel Apply Reset Notes End Page Page 40 Nortel Confidential N0059775 Ver 1 0 Working with PeriProducer Blocks for BCM Variations in Functionality of Standard PeriProducer Blocks Answer The Answer block determines the manner in which an application handles an incoming call An Answer block is generally used to cause the application to receive a call that is answer the phone and provide a specified message for example Welcome to the automated system to the caller For complete information on the Answer block see the PeriProducer User s Guide Block Name nsuerl Y Wait Action 7 Answer Call E Failure CID System DefaultCID Detect Ring Count 7 F Touch Tones Pp ipni Pes yee A TEE Fax Send Protocol Datat Data Length Receive Protocol Data Data Length Greeting Apply Reset Notes Local Context ANSHER the Phone with a Greeting Function Variation
51. trademarks or registered trademarks of Sun Microsystems Inc in the United States and other countries Microsoft MSSQL Windows Internet Explorer and the Flying Windows logo are either trademarks or registered trademarks of Microsoft Corporation Oracle is a registered trademark of Oracle Corporation Sybase and SYBASE are trademarks of Sybase Inc or 1ts subsidiaries Informix and INFORMIX are registered trademarks of Informix Corporation or its affiliates N0059775 Ver 1 0 Nortel Confidential Page 13 PeriProducer for the BCM Platform Page 14 Nortel Confidential N0059775 Ver 1 0 Introduction to the BCM IVR Integration This chapter covers 1 The BCM IVR integration 2 What functionality does the IVR integration add to the BCM 3 Accessing complete documentation for BCM PeriProducer for the BCM Platform The Business Communications Manager BCM Interactive Voice Response IVR Integration Page 16 Business Communication Manager 4 0 BCM is a fully integrated communication system for small businesses government and retail networks and enterprise branch offices Interactive Voice Response is a telecommunications system that uses a prerecorded database of voice messages to present options to a user typically over telephone lines Users can input information using the keys on their touchtone phones The BCM 4 0 release leverages IVR functionality by integrating existing Norte
52. xecute the Check Park Status command For additional information see Check Park Status on page 37 If a page is initiated when a caller is not parked the caller is put on hold and receives the configured on hold treatment described above The call cannot be retrieved at this time by personnel responding to the page Rather personnel must wait for the page function to finish The caller is then taken off hold and put back in the IVR application s call flow jj Block Name Park1 Park Code Status 4a Abort Page on Completion lt T F 7 gt Apply Reset Notes Park Call Nortel Confidential Page 35 PeriProducer for the BCM Platform Park Call Options Option Description Park Code Character datacard containing the Park Code The Park Code is a unique code in the system that is used by personnel to retrieve the parked call from another device Status Character datacard containing the status of the operation upon completion There are several predefined Park Call Status Constants Statuses ParkCall Ok Statuses ParkCall NoParkPrefix no Park prefix has been configured Statuses ParkCall NoParkRetrievalCodes no retrieval codes were available Statuses ParkCall NoCall Statuses ParkCall BadParam Abort Page on Completion Boolean value indicating how paging behaves when a parked call is completed abandoned retrieved or timeout When true speak commands to the paging system are abo
53. ys help for all options No d Turns on debug logging No 0 Enables error log output It is used for non interactive mode No N0059775 Ver 1 0 Nortel Confidential Page 23 PeriProducer for the BCM Platform VFSRM Command Line Examples v srm v numdemo Removes the vfs phrase file var nn ivr vfs numdemo ph from the IVR cabinet in the VFS file system References to phrases contained in this phrase file and cabinet are removed from the mmfxref dat file visrm v numdemo c bcmivr Removes the vfs phrase file var nn ivr vfs numdemo ph from the bemivr cabinet in the VFS file system References to phrases contained in this phrase file and cabinet are removed from the mmfxref dat file vfsrm v v snumdemo f s Removes the vfs segment file var nn ivr vfs numdemo seg from the IVR cabinet in the VFS file system The reference to the phrase contained in this segment file and cabinet are removed from the mmfxref dat file Correlating Data in mmfxref dat to the Voice File System Use the v s1s command to display a summary of the Voice CTI mbQueryCabinet data and mbQueryFile data for the contents of a VFS cabinet This is used to correlate data in the mmfxref dat file mmf2vfs 1 to the actual contents of the Voice File System The file sizes and dates for all phrase and segment files in the IVR cabinet are displayed first followed by the storage statistics for the entire cabinet In the output the following symbols are u
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