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Avaya IVR Configuration Guide

1. ese Untitled Management Status Alarms MPS Manager Data Provider Configuration Tool gt MPS Manager Data Provider Configuration Tool Configure MPS Manager Data Providers and their relationships Hierarchy View BCM1000 Adjusting the number of voice ports You can adjust the minimum and maximum number of IVR ports For more information about voice ports refer to the BCM 4 0 Network Configuration Guide NO060600 01 After adjusting the minimum and maximum numbers of IVR ports note that e The maximum number of simultaneous voice calls that IVR can handle is 24 with 24 voice ports e The combined maximum number of voice ports for IVR voicemail and Contact Center cannot exceed 32 e Fax is automatically enabled for IVR and the maximum number of fax ports is set to 2 e The default values for IVR are the number of ports purchased for the maximum and 2 for the minimum N0022556 Chapter 2 Installing Interactive Voice Response 25 To adjust the number of voice ports 1 Task Navigation Panel Configuration administration O ON O Administrator Access Port Ranges Telephony Resources OMT Application x Network Interfaces Telephony Minimum 2 Data Services 9 Applications Voice Messaging Conte LAN CTE Music ivR Launch and log on to Element Manager The Element Manager opens with the
2. Basic Settings Advanced Commands Advanced Configuration 415 Ht rT The Save window opens N0022556 Chapter 2 Installing Interactive Voice Response 37 k Navigate to the commer cfg file and click Load IVR Configuration Note Ensure that you save your changes in the opt vps mpsN etc folder gt The edited file uploads to the BCM and appears as commgr cfg in the Choose a File pull down list 5 In Element Manager use the Service Manager to stop and start the IVR service Task Navigation Panel Service Manager Configuration Administration H General HT System Status it HT Telephony Metrics itt H Utilities HT Backup and Restore itt HO Logs F HT Software Management A The Service Manager should only be used when directed by Hortel support Alarms Alarm Settings SNMP Trap Destinations Improper use can affect system operation 9 E Hardware Inventory vice Manager a psm Enablec Running qmond Enablec Running securityservice Enablec Running Running Running Running Running Running be Start Stop Restart This activates host communications for TN3270 on Business Communications Manager according to the protocol configuration files you defined Complete the procedure To stop start or restar
3. 11 From the BCM IVR Toolkit CD copy the file userdb xml BCM to overwrite C Program Files Nortel PERIpdp etc userdb xml The userdb xml BCM file contains the administrative plugins required for BCM IVR management Interactive Voice Response Installation and Configuration Guide 20 Chapter 2 Installing Interactive Voice Response 12 Restart Apache and PDP services 13 Ensure PeriView Consolidator host name appears in C Program Files Nortel PERIpdp etc mmdp cfg By Nortel Networks License Service Started Automatic Started Automatic Pant LM Security Support Provider Provides s Manual mmndp confi g WIN2K ipcsrpconne ct ion WINZK 14 If you are managing the BCM IVR system from a browser located outside the local host change permissions in C ProgramFiles Nortel PERIdist apache conf httpd conf allow from all deny from all 15 From Services restart the Apache web browser 16 Ensure PeriView Consolidator is running by pointing the Apache web browser to the PeriView URL http lt Consolidator IP gt PeriView PeriView html Peri iew Login e x Administrator NORTEL E o NETWOR KS eai Porej9191 IP Address 192 168 0 102 9191 Y Login Information OK Cancel Java Applet Window a Inthe UserID field enter Administrator In the Password field enter root Verify that the Host field contains the Peri View Consolidator IP address Verify that the Port fi
4. Administration Welcome Basic Settings Advanced Commands Advanced Configuration HHO System EHT Administrator Access Node Number EH Resources Application Resource Node 100 Media Gateways Port Ranges Telephony Resources Host Access Licenses Prompts Network Interfaces Serial Port Ha Telephony E E voice Messaging Contac p T Data Services EHS Applications LAN CTE MeetMe Conferencing ae va ere numdemo 221700 2005 11 18 Music Lo numset Load Prompt 4 From the Basics tab in the Host Access area click Load File A window opens to allow you to find the keycode that you received 5 Inthe Open window use the Look in File Name and File of Type fields to navigate to the plservre file 6 Click Open A progress bar appears as the keycode loads and IVR restarts To configure the Host Communication Access 1 Use TN3270 TelNet 3270 to activate the host protocol which is one of the host protocols IVR supports TN3270 is a client program that uses the TCP IP networking protocol TN3270 is widely used to connect a desktop computer to a mainframe or main server a From Element Manager Task Navigation Panel open the Applications folder b Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing N0022556 Chapter 2 Installing Interactive Voice Response 31 c Click the A
5. Interactive Voice Response Installation and Configuration Guide BCM 4 0 Business Communications Manager Document Status Standard Document Version 03 Part Code N0022556 Date June 2006 NORTEL Copyright 2006 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Task list 3 Task list esac e ire Beal sceremercees metre err chee cee reper reine rit ene ren ear tre heen in eren ent eer ee Re rer ones arene ere ner 12 Te Change the node number sonimine iia a ea a a 13 To install BCM IVR 2 x PeriView Consolidator cccccccccssceecessssseeeeeeesneeeeeessneeeeeseaes 17 To aduestihe numberof voice PONS senenerneisrnirnersiiiaeh n Barta aReRNiD 25 TOPAN R EONO ea E 26 Togon PoS aoto Snaar n rent ea ei eS 28 To enable the Host Communication Access keycode cccccceeeet
6. RUNNING Nov 06 03 45 33 C vst 2189 RUNNING Nov 06 03 45 33 C com bemiver 3992 2394 RUNNING Nov 06 03 45 34 C vps Done 7 Ensure that the host lines have been allocated licenses a From Element Manager Task Navigation Panel open the Applications folder b Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing c Click the Advanced Commands tab The Advanced Commands tab appears d From the Command pull down list select the vsh command In the Arguments field type the arguments you want to add to the vsh command srp vos commreplic N0022556 Chapter 2 Installing Interactive Voice Response 39 e Click Run Command The output appears in the Results panel Task Navigation Panel Configuration administration Welcome HE System Administrator Access Resources HT Telephony 1 Data Services 9 Applications Voice Messaging Cor LAN CTE Music o HEHHEHE Interactive Voice Response Basic Settings Advanced Commands Advanced Configuration Command fysh z Arguments vpstn3270 commreplic Results Module Initiali Server Respo m Get License Ret um Poll License Retry License Refresh Inte Product Release tn327 1 0 1 2 Done 8 From VSH connect line 1 to Host Ensure that data can be read from the remote host on the connected line a From Elem
7. Voice Messaging Cor Results LAN CTE Music o y Basic Settings Advanced Commands Advanced Configuration H HHH o legal requirement eview any information in any D and PASSWORD and l not appear when y a EXTER it COMAND a RUNNING NTIVMX VM ESA ONLINE Done 9 Use the IVR Advanced Commands to verify that the Host specific processes are up and running a From the Interactive Voice Response panel select the Advanced Commands tab The Advanced Commands tab appears b From the Command pull down list select the vsh command Interactive Voice Response Installation and Configuration Guide 42 Chapter 2 Installing Interactive Voice Response c Connect line 1 to the Host and check that data can be read from the remote host on the connected line System __ Administrator Access vpstn3270 connect 1 Yoice Messaging Contact Center 4 Applications FS LAN CTE MeetMe Conferencing Music d Inthe Arguments field type the arguments you want to add to the vsh command shown in bold in the output in substep e for example vpstn3270 connect 1 where 1 is the node number of your BCM N0022556 Chapter 2 Installing Interactive Voice Response 43 e Click Run Command The output appears in the Results panel 10 From the Advanced Commands tab run the vpstn3270 sh
8. If you set the number to less than 2 Caller ID information cannot be passed to IVR for analog lines Click Submit To assign multiple lines to IVR 1 Launch and log on to the Element Manager The Element Manager opens with the Task Navigation Panel open From the Configuration tab open the Applications folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu opens in your web browser Click Auto Attendant The Lines Administration page appears Interactive Voice Response Installation and Configuration Guide 54 Chapter 2 Installing Interactive Voice Response 6 Click Change Many Lines The Change Many Lines page appears NORTEL Main Logout Help Change Many Lines Line Range 1 492 From To Answer Mode None Table Skillset Number fi Number of Rings fo Submit Cancel 7 Inthe From field type the number of the first line to add 8 Inthe To field type the number of the last line to add 9 From the Answer Mode list box select IVR 10 From the Number of rings pull down list select the number of rings before IVR answers You must select a number from 0 to 12 If you set the number to less than 2 Caller ID information cannot be passed to IVR 11 Click Submit Viewing or changing the system fax name When IVR sends a fax it uses the system fax name that is programm
9. System Basic Settings Advanced Commands Advanced Configuration v H Administrator Access Choose a Folder ioptipsimpsN ete Choose a File commar cta v H_ Resources t__ Telephony 1 Voice Messaging Contact Center Transfer File from My PC General a _ o Mailboxes Group Lists Class of Service HH Data Services _4 Applications LAN CTE MeetMe Conferencing Music Lo d Inthe Save window navigate to where you want to save the commgr cfg file on your PC In the File Name field type the file name you want to download commgr cfg f Click Save The file saves to the location you specified g Locate the file on your PC and open it in Wordpad h Uncomment the host protocol entries for TN3270 i Save your changes and close the file j From the Element Manager in the Advanced Configuration tab click Transfer File From my PC Task Navigation Panel Interactive Voice Response Configuration adtninistration m Welcome H System H Administrator Access Choose a Folder JoptivpsimpsNietcs v Choose a File eommar ctg X H_ Resources __ Telephony J _ 9 Voice Messaging Contact Center Transfer File to My PC General Mailboxes Group Lists Class of Service HH_ Data Services EHI Applications LAN CTE MeetMe Conferencing Music
10. see To change the node number on page 13 e load an IVR keycode file onto the BCM see To enable the Host Communication Access keycode on page 28 and To configure the Host Communication Access on page 30 e load or remove prompts see To upload IVR prompts on page 26 Using IVR Advanced Commands Use the Advanced Commands tab on the Interactive Voice Response panel in Element Manager to execute advanced IVR commands Outputs from commands appear in the Results area of the Advanced Commands panel To execute an advanced IVR command 1 Launch and log on to Element Manager The Element Manager opens showing the Task Navigation Panel From the Configuration tab open the Applications folder Click IVR The Interactive Voice Response panel appears with the Basic Settings tab showing 4 Select the Advanced Commands tab Task Havigation Panel Configuration administration Welcome Hg System EHT Administrator Access Resources ET Telephony H Voice Messaging Contact C H Data Services Applications LAN CTE MeetMe Conferencing Music Interactive Voice Response Basic Settings Advanced Commands Advanced Configuration Command vsh v Arguments Results Run Command 5 From the Commands pull down list select the command you want to execute N0022556 Chapter 3 Administering Interactive Voice Response 63 6 Inthe Argume
11. 2005 09 15 2005 09 15 2 home 4096 09 07 2005 09 12 2005 09 12 2 lib 4096 09 07 2005 09 12 2005 09 14 2 lost found 16384 09 07 2005 09 12 2005 09 12 2 mnt 4096 09 12 2005 09 12 2005 09 12 2 nn 4096 09 07 2005 09 12 2005 09 15 2 opt 4096 09 07 2005 09 12 2005 09 15 2 patching 4096 09 07 2005 09 12 2005 09 12 2 proc 0 09 14 2005 09 14 2005 O9 14 2 File Name Open File Type Applications wex y Cancel Status Ready 6 Browse the vex folder Interactive Voice Response Installation and Configuration Guide 46 Chapter 2 Installing Interactive Voice Response The vex folder is located in C Program Files Nortel PERIppro sample and contains only one application numdemo vex Files with vex extensions are the compiled output of PERIproducer source files Z Choose Application es Select Node JVARGH 2 v Contents of C Program Files NortelPERIppro sample Name Size Modified Date Creation Date Access D i 0 09 16 2005 07 30 2005 09 16 20 folders 0 09 16 2005 O7 30 2005 09 16 20 Ha aan Sa 22192 03 26 2004 07 30 2005 09 16 20 Select the vex file you want to use Click Load Click Save Application Configuration Configuration PARTNERMPS C Program Files NortelPERIpproisampleinumdemo actg Load Application Type main gt Confi
12. N0022556 Chapter 2 Installing Interactive Voice Response 17 To install BCM IVR 2 x PeriView Consolidator 1 From the MPS 2 1 Software Documentation and Update CD go to Preinstall and install the JAVA runtime or SDK From the MPS 2 1 Software Documentation and Update CD go to PERIinstaller setup exe Select Peri View workstation Configurations Highlight the configuration you are installing eriview workstation Peripro_workstation Peristudio_workstation You are prompted to select an installation type 4 Select Typical Select Components Choose type of install Back Cancel Interactive Voice Response Installation and Configuration Guide 18 Chapter 2 Installing Interactive Voice Response 5 Click Yes I Q The Typical install will use default settings where possible You must reboot when prompted and there may be automatic reboots between installs Proceed with the Typical package install During a Typical PeriView Consolidator installation packages are installed in the following order PERIperl gt Auto Reboot gt PERIfw gt PERIglobl gt PERIgrs gt PERIppro gt PERIpstu gt PERIplic gt PERIrdb gt PERIpdp gt PeriView gt Auto Reboot If you are installing Peri View Consolidator on the BCM IVR 2 1 Developer Workstation you only need to install PERIpdp and Peri View because the other packages will have been installed in the Periproducer and PeriStudio upgra
13. Task Navigation Panel showing From the Configuration tab open the Resources folder Click Applications Resources The Applications Resources panel opens showing the Applications Resources Reservations table In the Applications Resources Reservations table select the IVR Ports row Click Modify The Modify Application Resource Reservations dialog box opens Application Resources DS30 Allocation DS30 spit jos v Signalling channels 5g Signalling channels BE Modify VDI channels a2 VDI channels oo Media channels 5g Media channels 3 DSP resources Ez DSP resources 3 Total Resources Reserved Resources Maximum wax Modify Restore Defaults Change the values in the Minimum and Maximum fields Click OK To change the number of fax ports click the Fax line Click Modify 0 Change the values in the Minimum and Maximum boxes Note After you change the minimum or maximum number of IVR ports or fax ports you must reboot your system Interactive Voice Response Installation and Configuration Guide 26 Chapter 2 Installing Interactive Voice Response 11 Log back on to Element Manager You are now ready to upload IVR prompts Go to To upload IVR prompts Uploading IVR prompts The steps for installing IVR prompts are similar to those for installing a keycode Upload mmi and mmd files to your Business Communications Manager BCM system where the
14. 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 http 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 http 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 N0022556 11 Chapter 2 Installing Interactive Voice Response This chapter contains the information and procedures shown in this list e Overview of installing IVR Hardware and software requirements IVR capacities e Enabling IVR e Administering several IVR systems e Installing Peri View Before you install Peri View PeriView 2 1 and PeriView 2 1 Consolidator installation e Adjusting the number of voice ports e Uploading IVR prompts e Installing the client database software e Configuring host access Enabling the Host Communication Access keycode e Launching an application in P
15. 12 adjusting the number 24 25 voicemail 12 IVR extention dialing 52 IVR services license server 57 mmdp 57 PeriView server 57 pled 57 Runtime engine 57 srp 57 K keycode host access enabling 28 L launching an application IVR PeriView 43 license server IVR 57 line answering assigning 53 multiple lines 54 logs IVR 65 N node number 13 number of rings assigning 53 P PERI packages uninstalling 59 PeriView 13 installing 15 IVR installing Periview Consolidator 17 launching an application 43 Peri View server IVR 57 R restarting service IVR 57 restoring IVR 65 runtime engine IVR 57 S software requirements IVR 12 software authorization code installing IVR 13 starting service IVR 57 stopping service IVR 57 system fax N0022556 69 changing name 54 viewing name 54 U uninstalling PERI packages 59 uploading prompts IVR 26 V voice ports adjusting the number 24 25 Interactive Voice Response Installation and Configuration Guide
16. 7 1998 4 41 F a readme txt 1KB TXT File 3 4 1997 10 09 F EX setup bmp 381 KB Bitmap Image 4 12 2001 3 25 F Setup exe 72KB Application 1 12 1999 11 42 E SETUP INI 1KB Configuration Settings 3 23 2004 12 31 setup ins 92KB Internet Communic 3 23 2004 12 31 ka setup lid 1KB LID File 3 23 2004 12 31 N0022556 Chapter 3 Administering Interactive Voice Response 61 4 Select Uninstall when the Select Components window opens Select Components Choose install or uninstall Nortel Products Install peri packages The following message appears z Some uninstalls may indicate a reboot is required DO NOT REBOOT between uninstalls This system will be rebooted when all uninstalls have competed Proceed with package removal 5 Click Yes 6 After the system has rebooted select Start gt Settings gt Control Panel gt Add or Remove Programs and confirm that all PERI packages have been removed Using IVR Basic Settings You can manage IVR integration using the Element Manager From the Applications folder in the Task Navigation Panel you can navigate to the Interactive Voice Response panel The Interactive Voice Response panel has three tabs e Basic Settings e Advanced Commands e Advanced Configuration Interactive Voice Response Installation and Configuration Guide 62 Chapter 3 Administering Interactive Voice Response Use the Basic Settings tab to e change a node number
17. Control Panel gt Add or Remove Programs The Currently installed programs list contains the list of all PERI packages to be uninstalled 2 If you are upgrading your operating system from Windows NT to Windows 2000 back up old license files to an external media other than the Windows Workstation Warning Back up old license files by copying C Program Files Nortel PERIplic etc plservc to a safe location 3 Insert the MPS 2 1 Software Documentation and Update CD and run PERIinstaller setup exe test amp D Profiles jvargh Desktop mps210cd PERIinstalle k 0 xi Fie Edt View Favorites Tools Help Ea Back gt QYsearch yrokders G GF X A Ea f 3 serv Address fa D perron oet aaa zl Go TS PR L LJ a inst32i ex_ 2 23 1999 10 45 b C SDel exe 27KB Application 10 27 1998 12 0 serv PERIinstaller gt _Setup dil 34KB Application Extension 9 29 1998 3 34 F i D _syst cab 172KB WinZip File 3 23 2004 12 31 Select an item to view its description la _sys1 hdr SKB HDR File 3 23 2004 12 31 E _user1 cab 12KB WinZip File 3 23 2004 12 31 L f See also c _user1 hdr SKB HDR File 3 23 2004 12 31 23C Documents aera ja DATA TAG 1KB TAG File 3 23 2004 12 31 ee ae Ddatat cab 697KB WinZip File 3 23 2004 12 31 E la data1 hdr hs KB HDR File 3 23 2004 12 31 er a lang dat KB DAT File 1 12 1999 10 34 nese bs layout bin 1KB BIN File 3 23 2004 12 31 ka os dat 1KB DAT File 7 2
18. M The files that you can transfer and edit in this manner can be found only in specific IVR folders If you must upload new configuration files to the BCM you can transfer them to these folders only Interactive Voice Response Installation and Configuration Guide 64 Chapter 3 Administering Interactive Voice Response To use advanced IVR configuration 1 10 11 12 N0022556 Configuration administration Launch and log on to Element Manager The Element Manager opens showing the Task Navigation Panel From the Configuration tab open the Applications folder Click IVR The Interactive Voice Response panel appears with the Basic Settings tab showing Select the Advanced Configuration tab Task Navigation Panel Interactive Voice Response Basic Settings Advanced Commands Advanced Configuration Welcome System HHO Administrator Access Choose a Folder foptivpsimpsNietc v Choose a File Ivpstn3270 cty Y IH Resources i Jopt vps PERlase etc a CERON ile ta opt vps PERIhostp etc Voice Messaging Contact C ees tps P ERhostpetc EH Data Services Joptvpsicommonvetc EHey Applications JoptvpsinpsN apps _ LAN CTE foptvpsinpsNetc MeetMe Conferencing Music eofa From the Choose a Folder pull down list select the folder from which you want to retrieve a a file to edit The files available in the selected fo
19. and C perl S perirev plx outfile STDOUT This command produces an output similar to the following example PERIase PERI fw ae ERIgase ae ERIglobl ae ERIgrs ae ERIperl ae ERIplic ae ERIppro ae ERIpstu PERIrdb PERIview 4 7 1 ud tu YU da tu U Ud tu P PI ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20020122 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20011214 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20020104 ERIrel5Patch Bundle 27 PkgCutDate 20010611 P P P H tu P W U P UU P ud tu DU P P Interactive Voice Response Installation and Configuration Guide kgCutDate 20030729 ERIrel5Patch Bundle 27 kgCutDate 20020116 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20021004 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20010427 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20010427 ERIMPSPatch Bundle 7 ERIrel5Patch Bundle 27 kgCutDate 20020117 ERIMPSPatch Bundle 7 kgCutDate 20020516 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 BundleCutDate 20031007 60 Chapter 3 Administering Interactive Voice Response b going to Start gt Settings gt
20. can download IVR documentation from the BCM web page To find IVR guides 1 Open the BCM web page at http lt bcmip gt where bemip is the IP address of your BCM The Welcome to BCM web page appears NORTEL Home Contact Welcome to BCM lil com J iii Mi iil lt sss sre Ca Ee User Applications Be ibe Trt tetet fea f we a a ow b User Documentation w ee E a E E E Administrator Applications Administrator Documentation 2 Click Administrator Documentation 3 Fron the list click IVR Interactive Voice Response Installation and Configuration Guide 66 Chapter 3 Administering Interactive Voice Response The IVR documentation list appears The technical and User Documentation page appears 4 Click the title of the IVR document you want to view The document opens N0022556 67 Index A assigning line answering 53 lines to IVR 52 B backing up IVR 65 Business Communications Manager multiple systems 13 node number 13 C changing the node number IVR 13 client database software IVR installing 28 configuring IVR host access 28 D dialing IVR extension 52 E enabling host access keycode IVR host access keycode enabling 28 extension IVR 52 F finding IVR guides 65 G guides IVR 65 H hardware requirements IVR 12 host access configuring 28 IVR 28 host access keycode IVR enabling 28 installin
21. cccecce creed eee ease eee rr cere Enke ER Ennai 9 HOW G6 n 65 cece ao TEESE EE EE E EET E E 10 Chapter 2 Installing Interactive Voice Response 0ee ee eee eens 11 Overview of installing IVR ccc2scnisetstsendlakeecatnibatetewsanasnedoad lt 11 Hardware and software requirements 020 0c eee eee eee 12 hisis o ei c war cneeee eee nee Seer suGeneeauaw eda T TS T 12 Brigg Wi eso pees oed does edeis booed eee Lee oe Gees dR SRS ENS 13 Administering several IVR systems 000 cece eee eee 13 Installing PRNVIEW 22 2cccs ccna esereeaveesee ee ee ete teeoneheeeeeawneees 15 Before you install PENVIGW csc cesta dedos ced eeheeore bee e ede oaedGeeees 15 PeriView 2 1 and PeriView 2 1 Consolidator installation 16 Adjusting the number of voice ports 00 c eee ees 24 Uploadmo VR HOMPS ities ened ck Gee eee Sade eee hed owes 26 Installing the client database software 0 cee eee 28 Configuring OST ACCROSS 2 4c sieht Reset hGeddeeds eee ededebenceedas 28 Enabling the Host Communication Access keycode 0 200000 28 Launching an application in PeriView cis ccesereeakea diane s Sa Rowe wae is 43 Dialing the IVR extension 25 Gee ius detn ded oe eae eee bua we Le eed es bens tikis 52 PS SCNT Mmes tO IVR erri a A EA A 52 Viewing or changing the system fax name 00 cece eee eee 54 Chapter 3 Administering Interactive Voice Response 0 0eeeeeeeeee 57 Stoppi
22. ck OK to continue A window opens in which you can specify the location of the prompt you want to upload 6 Use the Look in File name and File type fields to navigate to the mmi file Note You must upload the mmi first and then the mmd file gt 7 Click Open A message appears that asks you to confirm your choice The mmi file uploads to the BCM 8 Click OK 9 Use the Look in File name and File type fields to navigate to the mmad file 10 Click Open A message appears that asks you to confirm your choice The mmd file uploads to the BCM Interactive Voice Response Installation and Configuration Guide 28 Chapter 2 Installing Interactive Voice Response 11 Click OK When you have transferred both the mmi and mmd files the IVR service restarts Installing the client database software When you install the client database software you must configure the host access There are two phases for configuring the host access Configuring host access To configure host access 1 Enable the host communication access keycode Refer to Enabling the Host Communication Access keycode on page 28 2 Configure host access if your IVR scripts use host access Refer to the Media Processing Server Series COMMGR Reference Manual and the BCM IVR Integration Supplement for instructions on how to configure host access After you complete these two procedures you are ready to use Peri View the IVR admin
23. de steps 6 If prompted click Yes to install the Apache Web Server during the PeriDist installation v PERIdist setup Apache Install 4 xj Install Apache Web Server click YES to install Apache click NO to omit Apache install N0022556 Chapter 2 Installing Interactive Voice Response 19 7 CLick Yes when you are prompted to install web based Peri View during the PeriView installation sd PERI view setup PERIview gt l Q Client based PeriYiew will be installed Would you like to gt additionally install Web based Periview Note that Web based PeriView requires the PERIpdp package to be installed Note You may be required to stop Microsoft Internet Information Server during the installation of web based Peri View 8 Install any PERI service patches in the mps210 patches directory on the MPS 2 1 Software Documentation and Update CD for example MPS2 1Patch_Bundle_9 exe When this window appears patches have been successfully installed information ame iD Patching is complete 9 Confirm installation of PeriView and PERIpdp 2 1 from the command line by entering C gt perl S perireiv plx outfile STDOUT C gt perl S perirev plx outfile STDOUT PERIpap 2 10 HPS2 1Patch Bundle 9 Bundl eCutDate 20050222 Pk gCutDate 20020622 PERI view 2 10 MP32 1Patch Bundle 9 BundleCutDate 20050222 Pk gCutDate 2002 1002 10 In C Program Files Nortel PERIpdp etc back up the userdb xml file
24. dvanced Configuration tab The Advanced Configuration tab appears d From the Choose a Folder pull down list and select the opt vps mpsN etc folder From the Choose a File pull down list verify that these files are present e commer cfg e vos cfg e vypstn3270 cfg Task Havigation Panel Interactive Voice Response Configuration Administration Basic Settings Advanced Commands Advanced Configuration m Welcome tH System Administrator Access Choose a Folder ioptwpsmpsnieter 7 Choose a File lasectg H Resources We Telephony penn Voice Messaging Contact Center Transfer File to My PC Transfer File from My PC pscLnes cig General bin ct _ Mailboxes commgr ctg Group Lists faxmgr cfg Class of Service Imps info HC Data Services vos cty e Applications vpstn3270 cfg LAN CTE MeetMe Conferencing Music ei 2 Use the Advanced Configuration tab to add the entries shown in bold to the vos cfg file Example vos cfg file se SE OE NAMEHOSTPORTPRICOMMAND LINE bim 0 bim vstat 0 vstat commgr 0 commgr vpstn3270 0 vpstn3270 a Inthe Advanced Configuration tab select the opt vps mpsN etc folder from the Choose a Folder pull down list Interactive Voice Response Installation and Configuration Guide 32 Chapter 2 Installing Interactive Voice Response b From the Choose a Fi
25. e field enter a name for your IVR system The name can be a maximum of 16 characters N0022556 57 Chapter 3 Administering Interactive Voice Response This chapter contains the following information about how to administer the IVR application on your BCM system e Stopping starting or restarting IVR service e Uninstalling PERI packages for BCM IVR 1 x automatically e IVR logs e IVR guides Stopping starting or restarting IVR service There are three IVR services e plicd the IVR license server The plicd service stops and starts automatically when a backup and restore activity occurs or when a new license is downloaded The plicd service does not run when there is no license present e mmdp the IVR Peri View server The mmdp service stops and restarts automatically when a backup and restore activity occurs when IVR prompts are added or removed or when a node number is changed e srp the IVR Runtime engine The srp service stops and restarts automatically when a backup and restore activity occurs when IVR prompts are added or removed or when a node number is changed To stop start or restart IVR service 1 Launch and log on to Element Manager The Element Manager opens showing the Task Navigation Panel 2 From the Administration tab open the General folder Interactive Voice Response Installation and Configuration Guide 58 Chapter 3 Administering Interactive Voice Response 3 Click Service Mana
26. e performing the maintenance procedure Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure N0022556 Chapter 1 Getting started 9 These conventions and symbols are used to represent the Business Series Terminal display and Convention Example Used for Word in a special font shown in Psu Command line prompts on display telephones the top line of the display Underlined word in capital letters PLAY Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the button with the coordinating icon on HOLD whichever set you are using RELEASE Related publications This document refers to other re
27. ed This triggers the BCM1000 MMDP process to connect to the local srp to get state information N0022556 Chapter 2 Installing Interactive Voice Response 23 24 Click Add The MPS Manager Data Provider Configuration Tool window appears showing a hierarchy of two MMDPs The Peri View Consolidator MMDP for example Windows 2000 MMDP appears above the BCM1000 MMDP indicating that it is the parent service provider MPS Manager Data Provider Configuration Tool MPS Manager Data Provider Configuration Tool Configure MPS Manager Data Providers and their relationships y n svi bn Hierarchy View Properties WIN2K BCMI000 Property Value adminconnect 9192 fen bufer 5 appman bate 250 BCM1000 aa appman tin BCM1000 Monitored Systems coca BCM1000 Add Remove 25 Select BCM1000 from the Data Providers pull down list in the upper left of the window or in the hierarchy The BCM1000 is listed as a monitored system Interactive Voice Response Installation and Configuration Guide 24 Chapter 2 Installing Interactive Voice Response 26 Click Save If the information from the preceding steps has been entered correctly the BCM1000 IP address and node are contacted The icons representing the BCM IVR Service Data Providers for example BCM1000 turn green when a connection is established PeriView 2 1 File Window Help Q KF No el Networks cai emea e
28. ed in CallPilot Manager The system name transmits to external fax machines as the station ID of the site Many fax machines show this value when transmitting or receiving and record it in transmission logs If you have not entered a system name no station ID is sent The system name can be a maximum of 16 characters You can use your main fax number as the system name N0022556 Chapter 2 Installing Interactive Voice Response 55 To view or change the system fax name 1 Launch and log on to the Element Manager The Element Manager opens with the Task Navigation Panel open From the Configuration tab open the Application folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears 4 Click Launch CallPilot Manager The CallPilot Manager Main Menu opens in your web browser 5 Click Configuration Click Fax Properties The Fax Properties web page opens NORTEL Main Logout Help Fax Properties System Extension System C Name Number al Retries 3 0 98 Ret enii i 0 1 60 minutes Cover Page C No Cover Page G Default Cover Page c Custom Cover Page Load Cust Cavar Pags Frami E Browse Cancel Note This page can appear different depending on your system information gt Interactive Voice Response Installation and Configuration Guide 56 Chapter 2 Installing Interactive Voice Response 7 To change the system fax name in the System Nam
29. eeeeeeteeeeeneeeteneeeee 28 To configure the Host Communication ACCESS c cccccsssseeeessenneeeeesssneeeeeessnnaeeeeeeses 30 TC application mn Peonio easisnn eicuandia spac sicatipadseeha manatees 44 Todialthe IVR ee SUN senaisiais an a ENa 52 Toscan lines io N Fieni a a 52 To assign Mmuliple hnes 10 IVR sarsensiieniareninan mae eTENK 53 To view or change the system fax NAME sissies oasscnansscassacaceiensacars nansnnoatuasnasaceadiaaneeta 55 To stop Start or restart IVR Servis cis fea esin e aa a eee 57 To uninstall PERI packages with the MPS 2 1 Software and Document CD 59 To execute an advanced IVR COMMANEG 02 ccssccassesssencsdssestneasiesssanesscesseneateesi a 62 To use advanced IVR configuration ssssicctaccadcncasscaisnaaesasamarbicasdets iaviamat ans nnees 64 Tona TE UG a a eel an tian aaa aEeRNeS 65 Interactive Voice Response Installation and Configuration Guide 4 Task list N0022556 Contents 5 Contents TASK lS heiranner 64 seeeser ss teed ewes Se eke eden se twoeka tes 3 COMGING sc ricc inci pees ieei cei decd iessceinics sedi areari RANER 5 Chapter 1 CPTING SIQNES 2 2 ckcacctetes cdcucdendbcendsseccaesredundcussideds 7 DOW MUNG sind camer aaa clei ee ae a ideale RR ea ais amp ake kms ee 7 e e EEEE AA E A LEE ATSE SE E T aT TT 7 POO EAEN AALLS APES ESAS ERTS PORE OR SG SRG 4S ERRATA RRR ES 7 Symbols and text conventions srr crrra eee eed ees RA ee eee ee aa 8 Related publications 2 0
30. eld contains 9191 Click OK oao oo You are logged on and ready to add the BCM nodes to the system N0022556 Chapter 2 Installing Interactive Voice Response 21 17 Click Control Center the button located on the far right of the Management toolbar Interactive Voice Response Installation and Configuration Guide 22 Chapter 2 Installing Interactive Voice Response 20 In the Add Data Provider window enter the host name for example BCM1000 in the Data Provider Name field MPS Manager Data Peat o on as ns AA Bape ER PRERERERES 3 gt Add Data Provider Specify characteristics of new Data Provider Data Providers H WIN2K Name of new Data Provider Host BCM 1000 Data Provider Type Consolidation Workstation Add Remove Monitored Systems Service Data Provider Parent Data Provider WIN2K v v Will this Data Provider monitor local components I airy Dee i Add Cancel Note To ensure the Data Provider host name translates to its corresponding IP gt address make a DNS entry or place an entry in the consolidators host file C winnt system32 drivers etc hosts 21 Select the BCM1000 as the Service Data Provider by checking the Service Data Provider option 22 Select the PeriView Consolidator workstation as the Parent Data Provider 23 At the bottom of the window ensure that the box next to Will the Data Provider monitor local components field is check
31. ent Manager Task Navigation Panel open the Applications folder b Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing c Click the Advanced Commands tab The Advanced Commands tab appears Interactive Voice Response Installation and Configuration Guide 40 Chapter 2 Installing Interactive Voice Response d From the Command pull down list select the vsh command Task Navigation Panel Interactive Voice Response Configuration administration m Welcome H System EHT Administrator Access E O Resources Command ysh v Arguments vo stn3270 status EHC Telephony EHE Data Services EH Applications Voice Messaging Cor Resutts LAN CTE Music e y Basic Settings Advanced Commands Advanced Configuration screen 3270 terminal autoconnect off pleinet Default port number 23 Default host charset tn3270 default e Inthe Arguments field type the arguments you want to add to the vsh command srp vos Status N0022556 Chapter 2 Installing Interactive Voice Response 41 f Click Run Command The output appears in the Results panel Task Navigation Panel Interactive Voice Response Configuration Administration Welcome HE System HT Administrator Access HO Resources Command fysh X Arguments m p 1 read HT Telephony HT Data Services H Applications
32. eriView e Dialing the IVR extension e Assigning lines to IVR Overview of installing IVR To install IVR you must know how to e log on to Element Manager and use the Element Manager interface Refer to the BCM 4 0 Administration Guide N0060598 for more information e log on to CallPilot Manager and use the CallPilot Manager interface Refer to the CallPilot Manager Set Up and Operation Guide N0027247 for more information e use PeriView Refer to your Peri View system documentation for more information Interactive Voice Response Installation and Configuration Guide 12 Chapter 2 Installing Interactive Voice Response Hardware and software requirements To install PeriView you must have a computer that runs Windows 2000 IVR capacities N0022556 Maximum number of simultaneous calls 24 24 voice ports Maximum number of voice ports 32 Maximum number of voice ports that can be 32 allocated to voicemail Maximum number of IVR fax calls 2 Maximum number of fax ports 2 Recording time available on Business 200 hours Communications Manager for all applications IVR CallPilot and Contact Center Note There are other restrictions that can alter the real number of voice ports available on a BCM For more information refer to the BCM 4 0 Configuration Guide N0060600 01 Voice ports cannot be shared between voicemail Contact Center and IVR To install IVR 1 Enable the IVR soft
33. g BCM IVR 2 x Periview Consolidator 17 client database software 28 Interactive Voice Response 11 IVR 11 12 PeriView 15 software authorization code 13 uploading prompts 26 voice ports 24 PeriView 2 1 16 PeriView 2 1 Consolidator 16 Interactive Voice Response definition 7 enabling 13 hardware requirements 12 installing 11 multiple systems 13 PeriView 13 software authorization code 13 software requirements 12 IVR 28 assigning multiple lines 54 number of rings 53 assigning line answering 53 assigning lines 52 backing up and restoring 65 capacities 12 changing the node number 13 configuring host access 28 disk space 12 enabling 13 extension 52 fax calls 12 fax ports 12 guides 65 finding 65 hardware requirements 12 Interactive Voice Response Installation and Configuration Guide 68 host access 28 installing 11 12 BCM IVR 2 x Periview Consolidator 17 client database software 28 PeriView 15 software authorization code 13 launching application in PeriView 43 logs 65 mmd files 27 mmi files 27 multiple BCM systems 13 PERI uninstalling packages 59 Periview 13 Periview 2 1 installing 16 PeriView 2 1 Consolidator installing 16 recording time 12 restarting service 57 simultaneous calls 12 software authorization code 13 software requirements 12 starting service 57 stopping service 57 system fax changing fax name 54 viewing fax name 54 system fax name system fax IVR 54 uploading prompts 26 voice ports
34. ger The Service Manager panel appears Task Navigation Panel Service Manager Configuration Administration eneral o Alarms _ Alarm Settings Improper use can affect system operation _ SNMP Irap Destinatio Service Manager A The Service Manager should only be used when directed by Hortel support system status lelephony Metrics es S Ututies coreauthservice Enablec Running backup and Kestore Logs crond Enablec Running Hy Sottware Management ctiserver Enablec Running feps Enablec Running httpd Enablec Running Ims Enablec Running mgs Enablec Running j Running o a Start Stop Restart 4 Select one of the following IVR files from the Service Name column e plicd only available if a Host Access license was purchased e mmdp e srp The Start Stop and Restart buttons become available 5 Click the appropriate button to start stop or restart the selected service N0022556 Chapter 3 Administering Interactive Voice Response 59 Uninstalling PERI packages for BCM IVR 1 x automatically If BCM TVR 1 x is already on the Windows workstation complete the following procedure to remove the BCM IVR 1 x PERI packages before you install BCM TVR 2 1 To uninstall PERI packages with the MPS 2 1 Software and Document CD 1 Ensure PERI packages are installed on the box by either a running the following comm
35. guration Type Detaut gt Save Heommimeanons anoe Waray mipeibE g pplicationinputparametertext Data Processing Bytes per counter for statistics mode 2 Data Processing Close databases after each callmode Off Data Processing Condition c3unter 64 Execution ert attr butes to spaces in map fiel Off Host Communications k onvert low values to spaces in map fi On Host Communications Day Month Year format mode Off Vocabulary Delay disconnect delivery mode Off Host Communications Display alarms mode on Diagnostic Display system messages mode off Environment None Execution Error trapping mode of Execution Call Processing Execution On Host Communications Oot _Data Processing _ Please hold on Execution y Off Data Processing infinite loop counter 500 Execution nternreter Venoine CCS amp S Execution Change Option Defaults Note PeriView automatically creates the acfg file when a vex file is loaded to the Application Configuration utility N0022556 Chapter 2 Installing Interactive Voice Response 47 Note You cannot have two MPS components with the same component number on the same network 10 To load C C Call Function files for example files with so extensions click Change Option 11 Click Add 12 Browse the Windows host folder in which so f
36. iles are located and select the so file you want to use The selected so file is generated on the Fedora NCGL workstation and sent to the Windows host for transfer to the BCM by Application Configuration Application PARTNERMPS C Program FilesiNortehPERIpprotsampleinumdemo vex enous Configuration PARTNERMPS C Program FilesiNorteliPERIpproisampleinumdemo actg Load Application Type Main w Configuration Type custom v ay Depl Shared Libs wasted User Shared CALL Functions System amp 3rd Party l 13 Send the so file to the BCM oy Application Configuration Application PARTNERMPS C Program Files NorteliPERIpproisampleinumdemo vex Choose Configuration PARTNERMPS C Program Files Nortel PERIpprotsampleinumdemo actg Load Application Type ain w Configuration Type custom v Save Shared Libs ad User Shared CALL Functions System amp 3rd Party PARTNERMPS C test so 14 Return to the PeriView launch screen and click Application Management Interactive Voice Response Installation and Configuration Guide 48 Chapter 2 Installing Interactive Voice Response The Application Management window opens 15 In the Choose area of the Application Management window select the MPS nodes and line numbers you want to use imps 2 BCMt000 a aly ou must specify a location Operat
37. in the left hand window of the PeriView launch screen To launch an application in PeriView 1 Ensure Windows host SRP is up using Settings gt Control Panel gt Services gt Services Startup Launch PeriView In the Peri View launch screen click Application Configuration to start the VR setup PeriView 2 1 Norte Networks E amp Bcm1000 C common E 9 E mpsi i E numdemo 2 A Bcm200 A C common 2 E mps2 i B JVARGH 2 Alarms _ esl es MPS Manager Data Provider Configuration Configure MPS Manager Data Providers and their re Hierarchy View The Windows host workstation is JVARGH The icon representing the host workstation is green in the left hand window of the PeriView launch screen 4 Click Choose N0022556 Chapter 2 Installing Interactive Voice Response 45 The Choose Application window opens showing folders on the selected node eimai eles ele Untitied lt p MPS Manager Data Provider Configuration Tool ER application Configuration 5 From the Select Node drop down list select the Windows host E Choose Application Select Node Contents of Modified Date Creation Date Access D 09 07 2005 09 12 2005 O09 12 2 bin boot 09 07 2005 09 12 2005 O9 12 2 G dev 09 14 2005 09 14 2005 09 12 2 etc 4096 09 15
38. ion cancelled N0022556 Chapter 2 Installing Interactive Voice Response 49 16 Right click anywhere in the Application Management window and select Add from Chooser on left mps 2 BCM1000 ou must specify a location Operation cancelled 17 In the right panel of the window select the Assign and Start check boxes 18 Click Apply to activate the selected application to the desired BCM ports Interactive Voice Response Installation and Configuration Guide 50 Chapter 2 Installing Interactive Voice Response In the following example the numdemo application has been activated on the BCM IVR ports 1 through 4 When the applications are up and running the icons are green fa a ea ay je e Bme SI nu a Emps2 amp 2 BMI 000 Bms 8 00 i N0022556 Chapter 2 Installing Interactive Voice Response 51 19 To validate the IVR application use any phone connected to your BCM system to call the IVR DN Note To obtain the IVR DN use the vsh command as shown in this example a From the Interactive Voice Response panel select the Advanced Commands tab The Advanced Commands tab appears b From the Command pull down list select the vsh command c Inthe Arguments field type the arguments you want to add to the vsh command bim repvoicecti Task Navigation Panel Configuration administration 5 Welcome PE System 1 Administrator Access E Resources PHE Telephony pam V
39. istration tool to load and configure scripts Go to Launching an application in Peri View on page 43 For information about host access refer to the Media Processor Server Series COMMGR Reference Manual and the BCM IVR Integration Supplement Enabling the Host Communication Access keycode To enable the Host Communication Access keycode complete the following procedure To enable the Host Communication Access keycode 1 Retrieve the authorization number for Host Communications from the NTKC0098 documentation kit and the order code of the feature you want to enable for example geotel iex atte 2 Record the Medial Control Address MAC address of the BCM The MAC address is a hardware address that gives a unique identification to each node of a network a Log on to Element Manager b Open the Resources folder c Click Network Interfaces The Network Interfaces panel appears with the Interfaces tab displayed N0022556 Chapter 2 Installing Interactive Voice Response 29 d Select the LAN interface you want to use to communicate with the external host for example LAN 1 The Details for Protocol panel appears with the Interface tab displayed Task Navigation Panel Hetwork Interfaces Configuration Salted Interfaces Sees Dial in Parameters o Wentitication _ Date and lime IP Address _ Keycodes a Administrator Access Connected 192 168 249 27 Lo Accounts and Privilege o Securty Policie
40. lated publications which appear in the following list To locate specific information you can refer to the Master Index of BCM 4 0 Library BCM 4 0 Administration Guide NO060598 BCM 4 0 Configuration Guide N0060600 01 BCM 4 0 Device Configuration Guide NO060600 Keycode Installation Guide N0060625 CallPilot Manager Set Up and Operation Guide N0027247 Media Processor Server Series COMMGR Reference Manual BCM IVR Integration Supplement PeriReporter User s Guide Interactive Voice Response Installation and Configuration Guide 10 Chapter 1 Getting started How to get Help This section explains how to get help for Nortel products and services 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 http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to 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 don t find the information you require on the Nortel Technical Support Web site
41. lder appear in the Choose a File pull down list From the Choose a File pull down list select a file to edit Click Transfer File to My PC The file transfers to your PC where you can now configure it When you finish editing the file close the file From the Advanced Configuration tab in Element Manager select the folder and file you are replacing Click Transfer File from My PC A window opens in which you can specify the path to the configured file Use the Look In File Name and File Type fields to specify the path on your PC to the configured file Click Open The file transfers from your PC to the folder you selected in the Choose a Folder pull down list Chapter 3 Administering Interactive Voice Response 65 Backing up and restoring IVR You can protect your IVR files by backing them up using the Backup and Restore utility BRU IVR service stops during a backup and restore For more information on back up and restore activities refer to the BCM 4 0 Administration Guide IVR logs All BCM logs including logs for IVR are generated by Element Manager All IVR logs are captured as diagnostic logs except for the CTI interface logs which are captured as sensitive logs For details and procedures on how to manage retrieve and view logs from the BCM see BCM 4 0 Administration Guide For information about reports refer to the PeriReporter User s Guide and the BCM IVR Integration Supplement IVR guides You
42. le pull down list select the vos cfg file Task Navigation Panel Interactive Voice Response Configuration adtninistration Basic Settings Advanced Commands Advanced Configuration m Welcome H System T F Ht _ Resources H_ Telephony EHI Voice Messaging Contact Center General Mailboxes Group Lists Class of Service L Data Services I Applications LAN CTE MeetMe Conferencing Music c Click Transfer File to My PC IZ f Transfer File from My PC r Ot cH The Save window opens tH Administrator Access Choose a Folder ort vpsimpsNietes X Choose a File vos cig X d Inthe Save window navigate to where you want to save the vos cfg file on your PC e In the File Name field type the file name you want to download vos cfg f Click Save The file saves to the location you specified g Locate the file on your PC and open it in Wordpad h Edit the file Save your changes and close the file From the Element Manager in the Advanced Configuration tab click Transfer File From my PC Task Navigation Panel Interactive Voice Response Configuration Administration Basic Settings Advanced Commands Advanced Configuration m Welcome x wo lt R m 3 F t F TE H_ Resources _ Telephony _ voice Messaging Contact Center Transfer File to My PC i General Mailb
43. lling Interactive Voice Response b From the Choose a File pull down list select the vpstn3270 cfg file Task Navigation Panel Interactive Voice Response Configuration Administration Basic Settings Advanced Commands Advanced Configuration Choose a Folder Jioptivpsimpstietc X Choose a File vpstn3270 cig 7 i Transfer File from My PC m Welcome EHE System E Administrator Access L Resources Telephony H Voice Messaging Contact Center General Mailboxes Group Lists Class of Service HHT Data Services H Applications LAN CTE MeetMe Conferencing Music o m P HE ea im c Click Transfer File to My PC The Save window opens d In the Save window navigate to where you want to save the vpstn3270 cfg file on your PC e Inthe File Name field type the file name you want to download vpstn3270 cfg Click Save The file saves to the location you specified g Locate the file on your PC and open it in Wordpad h Edit the vpstn3270 cfg file i Save your changes and close the file N0022556 Chapter 2 Installing Interactive Voice Response 35 j From the Element Manager in the Advanced Configuration tab click Transfer File From my PC The Save window opens Task Navigation Panel Interactive Voice Response Configuration administration ene Basic Settings Advanced Commands Advanced Co
44. mands Advanced Configuration Node Number Node 100 Host Access Prompts plicd 1 2 Load Keycode File Note IVR restarts when you change the node number gt 5 You must next install PeriView Go to To install BCM IVR 2 x PeriView Consolidator Installing PeriView PeriView is the IVR administrative client Use PeriView to administer VR scripts on your BCM Before you can use PeriView you must install it on a client computer Before you install PeriView Ensure the following before you install Peri View e Order the BCM IVR 2 1 Management and IVR Tools CD Kit e Make sure you install PeriView on a Windows 2000 PC PeriView can be installed on Windows 2000 only Interactive Voice Response Installation and Configuration Guide 16 Chapter 2 Installing Interactive Voice Response e Make sure you have administrative privileges so that you can install services and update environment settings e Remove any versions of Perl currently installed on the workstation Peri View uses a version of Perl specifically designed to work with PeriView You must remove any other versions of Perl due to potential incompatibility with PeriView e Quit all active applications and Nortel or Periphonics services e If Windows 2000 is already installed on your system and you are running the Windows Desktop Update option Active Desktop deactivate this option See the Windows 2000 online Help for instructions Active Deskt
45. nfiguration HA System H Administrator Access Choose a Folder ioptivpsiinpstetc X Choose a File vpstn3270 ctg Y H Resources HT Telephony H voice Messaging Contact Center Me T L S be General Mailboxes Group Lists t Class of Service 1 Data Services EH Applications LAN CTE MeetMe Conferencing Music _ fi FHF HA k Navigate to the vpstn3270 cfg file and click Load IVR Configuration Note Ensure that you save your changes in the opt vps mpsN etc folder gt The edited file uploads to the BCM and appears as vpstn3270 cfg in the Choose a File pull down list 4 Use the Advanced Configuration tab to edit the commgr cfg file In the commgr cfg file uncomment the host protocol entries for TN3270 as shown here VPS TN3270 Example host 1 protocol vpstn3270 host 1 svcid 1 512 unassign host 1 svcid 1 24 sess 1 host 1 svcid 1 24 assignvt 1 a Inthe Advanced Configuration tab select the opt vps mpsN etc folder from the Choose a Folder pull down list b From the Choose a File pull down list select the commgr cfg file Interactive Voice Response Installation and Configuration Guide 36 Chapter 2 Installing Interactive Voice Response c Click Transfer File to My PC The Save window opens Task Navigation Panel Interactive Voice Response Configuration administration m Welcome H
46. ng starting or restarting IVR service 000 cee ee 57 Uninstalling PERI packages for BCM IVR 1 x automatically 59 LS Wig IVR Basie SUING unis ako s edhe neces aie des a eee wena ee sank 61 Using IVA Advanced Commands ciccecesccescereaegedaadeeer dea Pbeseaeenes 62 Using IVR Advanced Configuration 0 00 c cee 63 Interactive Voice Response Installation and Configuration Guide 6 Contents Backing Up and restoring IVR 20 6 cccncn east aden Ohad deS daai ia eA eS RUS s eG eter ateis pekia wes ESS YISI TITTET TETTETETT ace eC a ee ee ee ee ee ee ee N0022556 Chapter 1 Getting started About this guide This guide leads a system administrator through installing and configuring the Interactive Voice Response IVR application on a Business Communications Manager BCM system IVR is an automated telephony application that prompts callers with a combination of recorded menus and prompts and provides callers with real time data from databases Users enter digits from their touchtone keypad that direct the IVR application to access databases and play information back to the caller IVR is a call handling system that allows employees to perform their jobs and agents to make sales rather than answer frequently asked questions IVR can distribute calls make announcements and give callers access to relevant information from dynamic databases 24 hours a day 7 days a week This chapter contain
47. nts field enter any arguments required by the command you selected Note If you leave the Arguments field blank and click Run Command a list of gt arguments appears in the Results area for those commands that require arguments 7 Click Run Command The output appears in the Results area Task Navigation Panel Interactive Voice Response Configuration Administration Welcome Basic Settings Advanced Commands Advanced Configuration System oy Administrator Access i Resources Command Jmmt2ves gt Arguments Poo F Telephony Voice Messaging Contact C H Data Services Applications Results LAN CTE e MeciMe Conferencing f2vfs command line usage Music Lo is a Options m mmf file name without extension f output file type segment s or phrase p c vis cabinet name iF vfs filename eap number or eap range lo hi h help 1 list mmfxref contents d turns on debug logging r remove phrase segment file 0 enable error log output Done Run Command Note The Done string always appears at the end of the Results area gt Using IVR Advanced Configuration Use the Advanced Configuration tab on the Interactive Voice Response panel in Element Manager to carry advanced IVR configuration actions From the Advanced Configuration tab you can transfer from your BCM files that require configuring edit the files on a PC then transfer the files back to the BC
48. o enables fax resources that can be used by IVR scripts For more information and procedures on installing the BCM keycode and IVR authorization code refer to the Keycode Installation Guide N0060625 Administering several IVR systems If you want to use PeriView to administer several IVR systems on different BCMs you must assign a different node number to each IVR system To change the node number 1 Launch and log on to Element Manager The Element Manager opens with the Task Navigation Panel showing 2 From the Configuration tab open the Applications folder Interactive Voice Response Installation and Configuration Guide 14 Chapter 2 Installing Interactive Voice Response 3 Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing Welcome Administrator Access Resources Telephony Voice Messaging Conte Data Services Applications LAN CTE MeetMe Conferencit Music lalphaParknPage 988060 2005 11 18 23 47 58 772 2005 11 18 22 37 19 998272 2005 11 18 22 37 18 17900 2005 11 18 22 37 19 221700 2005 11 18 22 37 18 5483752 2005 11 18 22 37 18 387388 2005 11 18 22 37 18 402852 2005 11 18 23 48 51 483388 2005 11 18 22 37 19 REMOVE N0022556 Chapter 2 Installing Interactive Voice Response 15 4 Inthe Node field enter a node number The node number is 1 by default The node number can be between 1 and 5000 Interactive Voice Response Basic Settings Advanced Com
49. oice Messaging Contact C PHE Data Services ST Applications LAN CTE MeetMe Conferencing Music e Interactive Voice Response Basic Settings Advanced Commands Advanced Configuration Command fvsh Arguments bim repvoicecti Results Voice CTI API Version Application Identifier Maximum Number of Ports LEETE ELETTEL Voice CTI 4 1 14 01 1 TOPE EERE EEE EET 0x00010054 24 amp 0x00000001 0x00000000 470 P EE E E ET 0x00001002 Port Group Number Port Group Reference Port Group Dn Port Group Id Beep Length Done Run Command d Click Run Command The output appears in the Results panel The IVR DN appears in the Port Group DN line of the output Interactive Voice Response Installation and Configuration Guide 52 Chapter 2 Installing Interactive Voice Response Dialing the IVR extension You can use Feature 985 to see what the IVR extension is Dial this extension to confirm that the appropriate IVR script answers the call To 1 dial the IVR extension On a one line or two line display telephone connected to your BCM system press FEATURE 985 The display shows the Voicemail extension Press the NEXT soft key or the pound key to view the IVR extension The display shows the IVR extension Dial the IVR extension and check that the script answers the call Note You can program the IVR extension to be any extension on a BCM fo
50. op affects color renditions in PeriView PeriView 2 1 and PeriView 2 1 Consolidator installation PeriView 2 1 is an integrated systems management application suite that provides full administration and control over BCM self service platforms It is used by BCM IVR 2 1 System Administrators to manipulate and view network activity and to deploy and maintain applications in the networked environment PeriView Consolidator is the communications hub for BCM IVR system administration The System Administrator remotely manages the BCM IVR system by pointing any User PC web browser to the PeriView Consolidator workstation The PeriView Consolidator workstation communicates with and collects data from the BCMs The System Administrator also administers the BCM TVR 2 1 system directly from the PeriView Consolidator workstation The PeriView Consolidator Workstation runs both the Apache Web Server and MPS Manager Data Provider MMDP The PeriView Consolidator MMDP communicates with MMDPs running on the BCMs and collects information Client Desktop IE installed Consolidator PERI Workstation PERIdist Apache WebSrvr 4 PER Iview BCM s always run in service mode BCM 200 BCM 1000 PERIpdp PERIpdp The BCM MMDPs always run in service mode An MMDP process in service mode will allow another higher level MMDP process for example the PeriView Consolidator to establish a constant and persistent connection
51. ow scb command to check that the Host connection has been made to the physical line a Click the Advanced Commands tab The Advanced Commands tab appears b From the Command pull down list select the vsh command Task Navigation Panel Interactive Voice Response Configuration Administration m Welcome HE System ei Administrator Access i ia Resources Command fysh v Arguments vpstn3270 show scb ET Telephony EHT Data Services EH Applications Voice Messaging Cor Results LAN CTE Music Basic Settings Advanced Commands Advanced Configuration V pathname por hostname ac eor 1 8 Fi Program Filea Nortel Network n ptelnet exe falv ff ef Connected pid 903 Run Command c Inthe Arguments field type the arguments you want to add to the vsh command vpstn3270 show scb d Click Run Command The output appears in the Results panel Launching an application in PeriView In Internet Explorer go to http lt Consolidator_IP gt 8080 periview Peri View html Author s note Check this address and check to see if it can be made generic or removed completely Interactive Voice Response Installation and Configuration Guide 44 Chapter 2 Installing Interactive Voice Response Before you launch an application in PeriView ensure that all system connections are established and running All elements of the system such as BCMs and the Windows host workstation appear as green icons
52. oxes Group Lists Class of Service J Data Services EHI Applications LAN CTE MeetMe Conferencing Music e m b p Ms F F r L The Save window opens N0022556 H_ Administrator Access Choose a Folder JoptivpsimpsMietc X Choose a File vos cfg X Chapter 2 Installing Interactive Voice Response 33 j Navigate to the vos cfg file and click Load IVR Configuration Note Ensure that you save your changes in the opt vps mpsN etc folder gt The edited file uploads to the BCM and appears as vos cfg in the Choose a File pull down list 3 Use the Advanced Configuration tab to add the entries shown in bold to the vpstn3270 cfg file vpstn3270 configuration File Example maxvt 24 hostname falvmx vt 1 24 ptelnet 1 port 23 ipit Note In the vpstn3270 cfg file enter the hostname and use default port 23 to connect to the remote TN3270 host The parameter maxvt refers to total licensed Interactive Voice Response lines which are 24 on Business Communications Manager If you have Interactive Voice Response licenses for four ports set your maxvt parameter between 1 and 4 Note The hostname falvmx is an example of a TN2370 gt a Inthe Advanced Configuration tab select the opt vps mpsN etc folder from the Choose a Folder pull down list Interactive Voice Response Installation and Configuration Guide 34 Chapter 2 Insta
53. r example gt the prime is set for trunks ringing sets for Night Service or for CFNA sets For information about changing extensions see the BCM 4 0 Administration Guide If you change the IVR extension you must restart VR Complete the procedure To stop start or restart IVR service on page 57 to restart IVR service Assigning lines to IVR You can assign which lines answer IVR calls To assign multiple lines go to To assign multiple lines to IVR on page 53 To assign lines to IVR 1 N0022556 Launch and log on to the Element Manager The Element Manager opens with the Task Navigation Panel open From the Configuration tab open the Application folder Click Voice Messaging Contact Center The Voice Messaging Contact Center panel appears Click Launch CallPilot Manager The CallPilot Manager Main Menu opens in your web browser Click Auto Attendant The Lines Administration page appears Chapter 2 Installing Interactive Voice Response 53 9 Click the Change link for the line you want to assign to IVR The Line Properties page opens NORTEL Main Logout Help Line Properties Line Number 4 Answer Mode None gt Table Skillset Number fi Number of Rings fo Submit Cancel From the Answer Mode list box select IVR From the Number of rings list box select the number of rings you want there to be before IVR answers You must select a number from 0 to 12
54. s 10 10 11 1 Disconnected Lg SNMP H Resources Modem ModemBackup PPP Vv Disconnected _ Application Resources _ Media Gateways Modem ModemTrapDialOut PPP fy Disconnected 255 255 255 25 _ Pont Ranges Add Delete Connect Disconnect lelephony Data Services ia Applications Details for Protocol LAN1 Interface IP Settings Interface MAC Address 00 00 50 1d 31 b7 Connection Type fave Sense E e Record the information that appears in the MAC Address field This is the MAC address of your BCM 3 Contact Nortel Support a Call 1 800 4Nortel b Select option 5 c Select option 1 d Tell the Nortel support prime that you need assistance producing a keycode for Business Communications Manager IVR You are connected to the level 2 Nortel keycode support prime e Tell the support prime that you want to produce a BCM Host Communication keycode license file Interactive Voice Response Installation and Configuration Guide 30 Chapter 2 Installing Interactive Voice Response f Tell the keycode support prime the MAC address you obtained in step 2 and the Authorization number from the NTKC0098 documentation kit The Nortel support prime generates the keycode and sends it to you by e mail The file is too long to repeat over the telephone The name of the file is p servrc with no extension Task Navigation Panel F 3 Interactive Voice Response Configuration
55. s e About this guide e Audience e Acronyms e Symbols and text conventions e Related publications e How to get Help Audience This guide is intended for use by BCM 4 0 Administrators and Installers who want to install IVR on their BCM 4 0 system This guide is also intended for IVR users Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager BRU Backup and restore utility IVR Interactive Voice Response JRE Java Runtime Environment MMDP MPS Manager Data Provider Interactive Voice Response Installation and Configuration Guide 8 Chapter 1 Getting started Symbols and text conventions These symbols are used to Highlight critical information for the BCM system e Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work improperly Tip Alerts you to additional information that can help you perform a task Note A Note alerts you to important information gt Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap befor
56. t IVR service on page 57 to verify that the IVR services are running If the services are running return to the IVR application in the Configuration tab For each service that is not running click Restart 6 Use the IVR Advanced Commands to verify that the HOST specific processes are up and running a From Element Manager Task Navigation Panel open the Applications folder b Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing c Click the Advanced Commands tab The Advanced Commands tab appears Interactive Voice Response Installation and Configuration Guide 38 Chapter 2 Installing Interactive Voice Response d From the Command pull down list select the vsh command In the Arguments field type the arguments you want to add to the vsh command srp vos status e Click Run Command The output appears in the Results panel Task Navigation Panel Interactive Voice Response Configuration Administration m Welcome EHA System EHT Administrator Access T EHT Resources Command fysh X Arguments srp vos status Basic Settings Advanced Commands Advanced Configuration EHT Telephony EHT Data Services EH Applications Voice Messaging Cor Results f one p a INE SYACE ENTERED HIR LAGS CMD NODE PORT USE PID INE STA RED STATE FLAGS CMD LAN CTE Music Component vps 1 vos bemivr e fa 1655 RUNNING Mov 06 03 45 34 C bim 2271
57. ware authorization code Refer to Enabling IVR on page 13 If you are going to use IVR in a multinode environment refer to Administering several IVR systems on page 13 Install PeriView on a Windows 2000 client PC Refer to Installing PeriView on page 15 Assign voice ports to IVR Refer to Adjusting the number of voice ports on page 24 Upload IVR prompts to the BCM Refer to Uploading IVR prompts on page 26 Configure host access if your IVR scripts use host access Refer to Configuring host access on page 28 Chapter 2 Installing Interactive Voice Response 13 7 Use the PeriView Application Manager to load and configure the scripts Refer to Launching an application in PeriView on page 43 and see the PeriView User s Guide for more details 8 Verify that IVR is working by dialing the IVR extension Refer to Dialing the IVR extension on page 52 9 Use CallPilot Manager to assign the lines you want the IVR scripts to answer Refer to Assigning lines to IVR on page 52 10 Back up IVR For information on how to perform backup and restore activities refer to the BCM 4 0 Administration Guide N0060598 Enabling IVR To enable IVR load a BCM keycode file and VR specific authorization code on the BCM Element Manager The IVR specific authorization code enables the number of voice ports to be used by the IVR application to service scripts This authorization code als
58. y are installed in the Voice File System along with other IVR system prompt files When the prompts are installed IVR restarts To upload IVR prompts 1 Ensure the prompts mmi and mmd files that have been created for your IVR system are available to be retrieved In Element Manager open the Applications folder Click IVR The Interactive Voice Response panel opens with the Basic Settings tab showing Interactive Voice Response Basic Settings Advanced Commands Advanced Configuration Node Number Node 100 Host Access Licenses Prompts Load File N0022556 Chapter 2 Installing Interactive Voice Response 27 4 Inthe Prompts area click Load Prompt A message appears warning that IVR will restart after the prompt is loaded Task Navigation Panel Configuration administration m Welcome gt System EHC Administrator Access Resources Telephony Voice Messaging Contact Center General Mailboxes Group Lists Class of Service EHT Data Services EH Applications LAN CTE MeetMe Conferencing Music o y Interactive Voice Response Basic Settings l Advanced Commands Advanced Configuration Node Number Node 205 Host Access Licenses Load File Delete License A Loading a prompt will cause IVR to restart p _ 5 Cli

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