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1. Enter Span Number or ALL for all spans qd to quit ALL Span Number 1 Transfer Capability Transfer Mode Transfer Rate User Info Layer 1l Network Signaling Behaviour Destination Number Plan Destination Number Type rigination Number Plan rigination Number Type rigination Number Screen Origination Number Presentation Facility Feature Service Facility Coding Value Calling more Speech Circuit 64Kbits sec G 711 U Law Default ISDN National ISDN National User Provided Passed Presentation Allowed None None Facility IE Press Enter to continue or q to quit Figure 3 21 View ISDN Configuration Reset ISDN Configuration Reset ISDN Configuration will reset the selected span s to default settings dde dd ERK EERE EERE EEEE EEE o e de e de e d EERE Reset ISDN Configuration EKA EEK EEK EEE EERE EER EERE ERE REET LAE I Enter Span Number or ALL for all spans 4 to quit Figure 3 22 Reset ISDN Configuration Configuring the Syslog The configuration file for controlling the TspLogger will be the file sys log cnf probably located in the opt ser cfg directory The following describes the keywords used for configuring the TspLogger There are three configuration items that you can use to configure the TspLog ger SYSLO
2. Press Enter to continue For this configuration it is expected that two CG 6500C OL 8TE cards be loaded above the Processor Card followed by two CG 6500C 64 0L 16TE cards Saving a Configuration Page 7 18 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 The TSP Configuration Tool Warning It is very important to reboot the system in order for the cor rect country information to be used Initialize Configuration Option The Initialize Configuration option will always prompt you to save a set of configuration files and the Edit View Configuration option will prompt you to save a set of configuration files if any information has been changed The Initialize Configuration option displays the following screen for coun try selection and saving configuration files is aec okc HCO ACCA CHE okc alc oic oie alc oic alc ole ic CAE AE EAE CHE AE alc oic alc ole alc ale AE CAE A EE coc oic oic oic oic oic oic oic OH oic OH oic oic oic OH OH OH HE ACHE ACHE HEHEHE HEHEHE HE HC c HC HC HC HC HCC CCC HE HE HE HE HE HE HEHE HE HE HE HE HEHE EE oic EE alc ole EE Do you want to save the Configuration changes y Updating Dialing Rules file Country lt Country Selected gt Updating configuration file Updating syst
3. 1 CPSEE TSP500 User Guide Version 4 0 Contents 6 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview This chapter provides an overview of this document document conventions and CPSEE_TSP500 It contains the following sections e Introduction to This Guide e Document Conventions Introduction to the CPSEE TSP500 e CPS TSP500 System and Upgrades e System Capacity e CPS TSP500 Telephony Cards e TSP System Connections CPSEE_TSP500 User Guide Version 4 0 Page 1 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview Introduction to This Guide The CPSEE_TSP500 User Guide is intended for use by SER Solutions support personnel and administrators It describes the various menu options and how to navigate through the menus It also includes terminal commands and configuration information Page 1 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview Document Conventions This guide uses the following conventions Any screen fields buttons tabs or other controls that you can manipulate are printed in bold type Keys that you press on the keyboard are also printed in bold type For example Press the Exit button Press the Enter key Keyboard keys that you must p
4. D 5 23 RECS TATE 5 25 lies E 5 26 RUOOP 5 26 SHOOK ARP 5 26 SHOW SIO is e 5 27 SILENCE DB ettet A 5 35 SILENCE 5 35 ier dm 5 35 SIMIN eR 5 35 5 35 SLOTS 5 36 SPAN eR M ME 5 37 SPSTUFF Sp 5 38 T 5 38 STATUS DUM EIU EI E 5 38 SYSLOG H 5 39 PEINE TEM 5 40 5 41 5 41 5 41 5 41 VERSION aa a S oaa 5 42 VOICE LEAKAGE ie tee reet eei e bereitet en ee oet 5 43 MelezmBmicin E 5 43 VOICE 0 e 5 44 ET 5 44 VOICE TIME rarai 5 44 VEARIMS 5 44 Chapter 6 Trunk Spans and Dialing Rules 6 1 Common Directory 6 2 CPSEE_TSP500 User Guide Version 4 0 Co
5. eee 5 4 THIN 5 5 CAPTURE TRK AUD 5 5 qui 2 lc 5 5 elc POCO 5 5 CLOCK UTE 5 5 GMD Jeet eR ae 5 6 CONF ance dart 5 6 COINS MM S 5 6 GRATE T 5 7 DIAL S 5 7 DISABLE cU 5 7 A TC LC TEN 5 8 lc 5 8 HELP neu MN M IE RUM MA 5 8 AHTRUNK iue EE 5 9 5 9 INSTALL ee CH RN ROM 5 9 T crc 5 10 LIGENSE ec 5 11 5 11 onnenn a M 5 11 ue p 5 11 Becr E E 5 12 UIDI o M 5 12 S ge fpc eee eee ene 5 14 CPSEE TSP500 User Guide Version 4 0 Contents 3 This document is confidential and proprietary to SER Solutions and is not for external use Table of Contents PARK EET EET UU UU MENTITUM 5 16 5 16 N 5 16 5 18 5 18 OMSG a 5 22 5 23 5 23
6. Avaya Aura Contact Center CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use NN44400 604 Document status Standard Document issue Version 4 0 Document date 16 July 2010 Product release Release 6 0 Job function Administration Type Technical Publication Language type English Copyright Trademarks Warranties Compliance with Laws and Regulations Software License Notice Version Contact 2004 7 by SER Solutions Inc SER All rights reserved This information includes con fidential and trade secret information of SER Solutions and may not be distributed or dis closed without the prior written consent of SER Solutions All information in this document is subject to change without notice and does not represent a commitment on the part of SER Solutions No part of this publication may be repro duced transmitted transcribed stored in a retrieval system or translated into any language in any form by any means without the writ ten permission of SER Solutions SER Solutions Inc and its logos are trademarks of SER Solutions Inc Microsoft and MS DOS are registered trademarks of Microsoft Corporation Windows is a trademark of Microsoft Corporation Product names mentioned herein are for identification purposes only and may be trade marks and or registered trademarks of their respective companies The customer acknowledge
7. 96 Digital Station Trunk Spans 4 Encore Timeslots 55 Encore DSPs 26 30 Conference Bridges 20 Conference DSPs 3 22 25 lt more trunk details Press Enter to continue or s to skip trunk details 1 DMS ESF B8ZS 0 2 DMS ESF B8ZS 0 3 DMS ESF 875 0 4 DMS ESF 875 0 5 D WINK INBOUND 24 ZCS 300 6 D WINK INBOUND D4 AMI ZCS 300 7 D WINK INBOUND D4 AMI 2065 300 8 D WINK INBOUND D4 AMI ZCS 300 Press Enter to continue The card layout for this configuration is 300 300 300 T S P Configurator Results Press Enter to continue akok T S P Card Layout For this configuration it is expected that a CG 6500 01 8 card be loaded above the Processor Card followed by a CG 6500C 64 0L 16TE card then a CG 6500C 0L 8TE card CPSEE_TSP500 User Guide Version 4 0 Page 7 33 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Sample E1 Configuration Initialization This chapter contains a sample for initializing a system configuration T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copynght 2004 54 press q to quit Is this a CPS EE TSP n kkk T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright
8. lt more trunk details 10D WINK INBOUND 11D WINK INBOUND 12D WINK INBOUND 13D WINK OUTBOUND 14D WINK OUTBOUND TSP Configurator Results Card 2 Slot 6 Network Trunk Spans 16 CAS Trunk Spans 12 CAS Timeslots 288 ISDN Trunk Spans 4 ISDN 96 Digital Station Trunk Spans 7 Encore Timeslots 44 Encore DSPs 44 47 Conference Bridges 20 Conference DSPs 39 43 Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 1 AT amp T 4ESS ESF B8ZS 0 0 2 AT amp T 4ESS ESF 825 0 0 3 AT amp T 4 55 ESF 825 0 0 4 AT amp T 4 55 ESF 825 0 0 5 WINK OUTBOUND D4 AMIZCS 0 0 6 WINK OUTBOUND 04 AMIZCS 0 0 7 WINK OUTBOUND D4 AMIZCS 0 0 WINK OUTBOUND 24 AMIZCS 0 0 9 WINK OUTBOUND D4 AMI 265 0 0 24 AMI 205 300 300 D4 AMI 205 300 300 24 AMI 2055 300 300 D4 ZCS 0 D4 AMI ZCS 0 15D IMMEDIATEINBOUND D4 AMI ZCS 0 16D IMMEDIATEINBOUND D4 AMI ZCS 0 Press Enter to continue The configuration for Card 3 located in Shelf Slot 1 5 is as follows Page 7 32 Version 4 0 This document is confidential and proprietary to SER Solutions and is not for external use CPSEE_TSP500 User Guide Chapter 7 TSP Configuration Tool Card 3 Slot 5 Network Trunk Spans 8 CAS Trunk Spans 4 CAS Timeslots 96 ISDN Trunk Spans 4 ISDN
9. 0 0 0 0 0 0 0 7 T wio 145 168 0 0 0 0 0 0 0 8i T wio 169 192 0 0 0 0 0 0 0 Ou T wio 193 216 0 0 0 0 0 0 0 10 T wio 217 240 0 0 0 0 0 0 0 0 TL T wio 241 264 0 0 0 0 0 0 0 0 125 T wio 265 288 0 0 0 0 0 0 0 0 wio 289 312 1 24 RL 1 0 0 0 0 0 0 0 1 14 D wio 313 336 25 48 RL 0 0 0 0 0 0 0 15 b wio 337 360 49 72 RL 0 0 0 0 0 0 0 16 D wio 361 384 73 96 RL 0 0 0 0 0 0 0 Page 5 36 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Command Sl Table 5 24 SLOTS Command Description Slot Span Number An indicates this span is the Clock Master Type Trunk D Digital Station For ISDN lines another D next to the T or D indicates the D channel is down Example T Trunk if ISDN D Channel is UP D Digital Station if ISDN D Channel is UP TD Trunk D Channel is DOWN DD Digital Station D Channel is DOWN Protocol Network protocol loaded into the firmware Trunks Trunk Numbers associated with this span Alarm Displays current Alarms RED YELLOW B BLUE L Loss of Signal RD Historic count of RED alarms BL Historic count of BLUE alarms YL Historic count of YELLOW alarms SL Count of slips TO Count of timeouts that occurred on this span EC Count of times error d
10. Chapter 7 TSP Configuration Tool DSPs assigned for a card in this file must match the DSPs assigned for con ferencing in the card s cg lt slot gt cfg file The oam branch contains configuration information as well as log files The cfg directory contains a file called oamsys cfg which contains a list of the cards installed in the chassis and the name of each card s configuration file located in the cg cfg directory The log directory contains some files used by NMS to log messages cta log is populated when the cards are downloaded and occasionally when some errors occur TSP Configuration Directory Structure 501 tsp cnf Dialing rules file Y Trunks cnf Cfig_data cnf Contains application specific information for the system Contains specific Contains data information for relating to the current each trunk span on configuration of the the system system Figure 7 2 NMS Configuration Directory Structure trunks cnf The trunks cnf file contains detailed information for each trunk span It lists the following Trunk span type Trunk or Digital Station Trunk e Trunk protocol and if appropriate the variant running e number associated with the trunk span e Wait time for digits an inbound trunk span tsp cnf The tsp cnf file known as the Dialing Rules f
11. interface This means that all agent connections are considered to be Digital Stations These can be Inbound Digital Stations or Outbound Digital Stations Inbound Digital Station A Digital Station Interface where the agent creates a connection to the TSP by seizing a specific channel on the interface This method is transparent to the adjunct and appears to the adjunct as a fixed station The seizure can be initiated from a variety of telephony devices such as e Channel Banks PBXs e VOIP gateways PSTN Outbound Digital Station A Digital Station where the adjunct launches a dial to a specific telephone number The dialed number could be to an extension on a PBX an extension in a VOIP network or a telephone number in the PSTN The dial launched to the Outbound Digital Station is a classified dial That is voice detection or Answer Supervision is used to determine when the call has connected to the agent Page 1 8 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures This section includes the following e Shutting Down The CPSEE_TSP500 Rebooting the CPSEE_TSP500 e Starting and Stopping The CPSEE_TSP500 e Auto Booting the TSP e Setting the Time Date on the TSP CPSEE_TSP500 User Guide Version 4 0 Page 2 1 This document is confidential and proprietary to SER Solutions and is not for exte
12. Example MONITOR ASSIGN 4 1 24 MONITOR ASSIGN 4 72 80 MONITOR ASSIGN 20 72 80 NAI ZERO This keyword specifies whether the NAI Network Access Identifier for ISDN lines should always be zero or consecutive unique numbers Typically our connections to ISDN lines require that the NAI be zero It is automati cally assigned by the TSP Configurator NUM STATIONS This keyword specifies how many stations can be connected to the TSP This number includes all agents and voice monitoring stations it is automatically assigned by the TSP Configurator CPSEE TSP500 User Guide Version 4 0 Page 6 13 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules NUM_TRUNKS This keyword specifies the total number of trunks and Stations configured on the CPSEE_TSP500 It is automatically assigned by the TSP Configurator OUTBOUND_DIGITAL_TRUNKS This keyword assigns trunks that will be used for Outbound Digital Stations Digital Stations are identified by the D character in the trunks cnf file By default all Digital Stations are assumed to be Inbound Digital Stations This keyword must be used to change their default assignment to Outbound Digital Stations sometimes called Remote Agents Example Assume T1 span 37 is to be used for Outbound Digital Stations OUTBOUND_DIGITAL_TRUNKS 865 888 PAMD_METHOD This keyword indicates the type
13. Configurator Version TSP_CFPG 5 803 cq6565 2 7 208 SER Solutions Inc Copyright 2007 Cpress q to quit System contains CG_6565 Board lt s gt you want to configure for 6565 system If Yes If no asks if youwant to configue for a 650 instead Initialize Configuration The initial configuration of the system will load the files necessary for the country selected and create the necessary NMS and TSP Application configu ration files described in The TSP Configuration Menu on page 3 5 This option prompts for system level information which should be available on the Sales Order rather than information at the card level Also this option assumes that CG 6500C 64 OL STE cards are loaded into the system starting at Shelf Slot 1 7 followed by CG 6500C OL STE cards then CG 6500C 64 OL 16TE cards To perform the initialization the TSP Application cannot be running To initialize the configuration of a system you must answer the questions Page 7 10 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Note Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configuration fil
14. HEHE HE CHE HE HEHE HE HE HOHE HE olc ic HE HE HCE HE HCE HE 1 CCTIT V 110 X 30 2 9711 U Law 3 9 711 4 6 721 5 6 722 6 261 7 8 V 120 9 CCTIT_X 31 10 Undefined Enter Value Name or Number q to quit d to use default current G 711_U Law default G 711 U Law Figure 3 10 ISDN Configuration User Information Layer 1 default 2 T1 default 2 3 E1 CPSEE TSP500 User Guide Version 4 0 Page 3 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 REE ded EKER ERE ede LEER ETEK ERE EEEE TEER EEEE ERE EERE BEER BEER EER ERER Edit ISDN Configuration 5 Network Signaling Behaviour RRR RRRA 1 Disable Restart Procedure Ignore Unknown IE 2 3 Disable Restart Ignore Unkn IE 4 Default Enter Value Name or Number 4 to quit d to use default current Destination Number Plan default Default Figure 3 11 ISDN Configuration Network Signaling Behavior oe ic oc SAC kc alc ic oc ole kc ole oie alc ole lc SAC AC alc ole lc oc ole oc alc oi alc SAC oc alcol alc ole alc alcol alc ole oc Edit ISDN Configuration 6 Destination Number Plan HEHEHE HE HCA kc oc kc H
15. 1 Analyze for Zapper devices if a SIT is detected and answer supervision Detection is received the SIT will be ignored and the call will continue to be analyzed for Live voice or Answering Machine 0 Don t analyze for Zappers If a SIT is detected regardless of supervision it will be classified as the appropriate SIT Monitor Key This flag only applicable if the install lag MONITOR KEY is turned ON in Use PoundSign the install flags It allow choosing the asterisk or pound sign to be used in the 123 key 1 Use 123 as the key 0 Use 123 as the key L Note 123 is typically used when voice only monitors are used in a con ference supplied by a telco conferencing service i e AT amp T Confer encing Service where the use of will pull in operator assistance Allow Caller ID Specifies that the Caller ID s Name can be sent Name 1 Allow sending Caller ID text 0 Don t send Caller ID Text Note This flag is used as a global prevention method It should not be turned ON unless the carrier is willing to accept the Caller ID Text Otherwise dials may fail Ignore Cadence Break 1 Ignore cadence breaks during Voice Detection 0 Consider a break in ring cadence to be an answered call This flag is normally turned ON Support New Specifies whether events used to comply with FTC regulations will be sent to Legislation the adjunct Events 1 Send FTC events to the adjunct 0 Don
16. Encore DSPs 0 Conference Bridges 28 Conference DSPs 326 31 lt more trunk details Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 1 EMCAQSIG CEPT HDB3 0 0 2 EMCAQSIG HDB3 0 0 3 D EMCA QSIG CEPT HDB3 0 0 4 D EMCA QSIG CEPT HDB3 0 0 5 D EMCA QSIG CEPT HDB3 0 0 6 D EMCA QSIG CEPT HDB3 0 0 7 D EMCA QSIG CEPT HDB3 0 0 8 D EMCA QSIG HDB3 0 0 Press Enter to continue All of the trunk spans on this card are running ISDN EMCA QSIG protocol and trunk spans 3 through 8 are to be used as Digital Stations The card layout for this configuration is Press Enter to continue For this configuration it is expected that the two CG 6500C 64 0L 8TE cards are loaded above the Processor Card followed by a CG 6500 01 8 card T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit Do you want to save the Configuration changes y Updating Dialing Rules file Country United Kingdom Updating configuration file Updating system Requires a minute to complete please wait Downloading Cards please wait Do you want to view the log file to verify a successful download y Page 7 38 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not
17. T S P Configurator Summary United Kingdom CARD INVENTORY Trunk Cards CG 6500 01 8 CG 6500 64 01 8 CG 6500 64 01 16 one PORT INVENTORY Stations 180 Network Trunks 540 Encore Ports 198 Conference Bridges 104 Press Enter to continue Page 7 36 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool The configuration for Card 1 located in Shelf Slot 1 7 is as follows T S P Configurator Results Card 1 Slot 7 Network Trunk Spans 8 CAS Trunk Spans 0 CAS Timeslots 0 ISDN Trunk Spans 8 ISDN Timeslots 240 Digital Station Trunk Spans 0 Encore Timeslots 99 Encore DSPs 27 31 41 44 Conference Bridges 40 Conference DSPs 318 26 rore trunk details Press Enter to continue or s to skip trunk details Wait Time For Digits Trunk Frame Span Protocol Type Lime Code 1 1 EwoISDN HDB3 0 0 2 EurolSDN CEPT HDB3 0 0 3 _EuroISDN HDB3 0 0 4 EurolSDN CEPT HDB3 0 0 5 EurolSDN 0 0 EunISDN HDB3 0 0 7 EuroISDN HDB3 0 0 8 EurolSDN 0 0 Press Enter to continue Eight of the 16 ISDN EuroISDN Trunk Spans are defined on this card The configuration for Card 2 located in Shelf Slot 1 6 is as follows Card
18. Version 4 0 CPSEE TSP500 User Guide Chapter 3 Starting Configuring TSP500 Note RR ERROR IRIURE IURE UR IRR ded AAA EERE EEE Edit ISDN Configuration 9 rigination Number Type ETEK EEE International National Network Specific Local Abbreviated Unknown Enter Value Name or Number 4 to quit d to use default current rigination Number Screen default National Figure 3 15 ISDN Configuration Origination Number Type EERE ERK de dede LEEK EEE EERE EERE d dk de d d d dd d d dd d Edit ISDN Configuration 10 Origination Number Screen User_Provided Not_Screened User_Provided Passed User Provided Failed Network Provided User Provided Not Screened Enter Value Name or Number 4 to quit d to use default current rigination Number Presentation default User Provided Not Screened Figure 3 16 ISDN Configuration Origination Number Screen e dede EERE dede EEEE EERE dod EEE EERE dede ded EEE EERE Edit ISDN Configuration ll Origination Number Presentation 1 Presentation_Restricted 2 Presentation_Not_Available 3 Presentation_All
19. 0 0 2 ND ESF 825 0 0 3 ND ESF B8ZS 0 0 4 ND ESF 825 0 0 5 ND ESF B8ZS 0 0 6 2 ESF B8ZS 0 0 7 AT amp T 4ESS ESF B8ZS 0 0 8 AT amp T 4 55 ESF 825 0 0 Press Enter to continue Since multiple ISDN Protocols can run on the same card the six trunk spans running ISDN NI2 protocol are on this first card The remaining two trunk spans are configured to run some of the ISDN Group 2 which is AT amp T 4ESS That leaves four trunk spans that need to be configured to run the remainder of ISDN Group 2 The configuration for Card 2 located in Shelf Slot 1 6 is as follows CPSEE_TSP500 User Guide Version 4 0 Page 7 25 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool TSP Configurator Results Card 2 Slot 6 Network Trunk Spans 16 CAS Trunk Spans 12 CAS Timeslots 288 ISDN Trunk Spans 4 ISDN 96 Digital Station Trunk Spans 7 Encore Timeslots 44 Encore DSPs 44 41 Conference Bridges 20 Conference DSPs 39 43 lt more trunk details Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 1 AT amp T 4 55 ESF B8ZS 0 0 2 AT amp T 4ESS ESF B8ZS 0 0 3 AT amp T 4ESS ESF 825 0 0 4 AT amp T 4ESS ESF
20. 2 Slot 6 Network Trunk Spans 8 CAS Trunk Spans 0 CAS Timeslots 0 ISDN Trunk Spans 8 ISDN 240 Digital Station Trunk Spans 0 Encore Timeslots 99 Encore DSPs 26 31 41 43 Conference Bridges 36 Conference DSPs 318 25 lt trunk details Press Enter to continue or s to skip trunk details Press Enter to continue Wait Time For Digits Next Trunk Frame Span Protocol Type Line Code 1 1 EuroISDN CEPT HDB3 0 0 2 EwolSDN CEPT HDB3 0 0 3 EuroISDN 0 0 4 EuoISDN HDB3 0 0 5 EuoISDN HDB3 0 0 6 EuoISDN CEPT HDB3 0 0 7 EuoISDN 0 0 8 EuroISDN HDB3 0 0 T S P Configurator Results kool ooo ooo ooo oo aor aa aa AOR The remaining 8 ISDN EuroISDN Trunk Spans are defined this card The configuration for Card 3 located in Shelf Slot 1 5 is as follows CPSEE_TSP500 User Guide Version 4 0 Page 7 37 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool TSP Configurator Results Card 3 Slot 5 Network Trunk Spans 8 CAS Trunk Spans 0 CAS Timeslots 0 ISDN Trunk Spans 8 ISDN 240 Digital Station Trunk Spans 6 Encore Timeslots 0
21. 308 0266 OFF Parked 7fff waitque Table 5 20 show stat Command Description ST Station number Type Type of digital station out outbound inb inbound Dirk Digital trunk slot associated with this digital station Mtx Matrix number associated with this station Hook Hook state ON or OFF Camp Campaign Number if logged into a Campaign otherwise 0 ListenTo Mtx Trunk Station DSP device the station is listening to and its matrix number Trunk Station and DSP are respectively displayed as lt gt S xxxx D lt xxxx gt where lt xxxx gt is the actual Trunk Sta tion or DSP number Queue Name of the queue the station is currently on trk Trunk currently connected to 0 no connection teln Telephone number if connected to call show switch Displays the switch connections for every device defined This command can be entered with the rotate through switch r Table 5 21 show switch Command Description MTX Internal Matrix Number MVIP MVIP Bus Connection lt Board Stream Timeslot gt Local Local Connection on board lt Board Stream Timeslot gt Device Hook state ON or OFF ListenTo Mtx Trunk Station DSP this device is listening to and its matrix number Trunk Station and DSP are respectively displayed as T lt xxxx gt S lt xxxx gt or D lt xxxx gt where lt xxxx gt is the actual Trunk Station or DSP number show trunks CPSEE_TSP500 User Guide
22. 4 2 222 24 1000 9 3 sel quii eMe meom 9 4 EA s C 9 4 Chapter 10 anpra nc det snot snap nana S nn nane 10 1 The TSP Light Display te nnb mtn 10 2 Chapter 11 Accessing Text To Speech 11 1 Accessing Text To Speech Messages 11 2 Example M 11 2 Mounting the External 11 3 Chapter 12 Integrated Recording 12 5 tL 12 6 Components of Integrated 12 7 12 7 Recording Server 12 7 Disk Monitor Daemon er en 12 8 Recording Resource Manager 222422222 11 12 8 Integrated Recording Operation 12 10 Appendix A 1 Common Questions ct A 2 Common Questions on A 3 CPSEE_TSP500 Hard Drive A 4 MASI LIGTION P A 4 Enhanced Logging for Socket A 5 lj
23. 8 TSPLogger Configuration The configuration file for controlling the TspLogger will be the file sys log cnf located in the opt ser cfg directory The following describes the keywords used for configuring the TspLogger This file can be accessed via an item in the Configuration Menu on the TSP Example TSP Configuration tspdev10 c Copyright 2003 2004 SER Solutions Inc DialingRules DnisConfiguration ISDNConfiguration Strategies SysLogConfiguration Tools Trunks O Q WriteCfigToArchive Select Item The following describes the three configuration items used to configure the TspLogger SYSLOG HOST is the only required assignment The other two are optional SYSLOG HOST IP address of the PC where the syslogger resides This should be entered using dot notation Example SYSLOG HOST 192 168 2 10 SYSLOG PORT This keyword is optional The default port used for TspLogger is the industry standard port 514 If for some reason you need to use another port this key word can be used to assign it Example SYSLOG PORT 9400 Page 8 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger SYSLOG_NAME This keyword is optional It is used to specify a name that will display on the syslogger to identify the TSP By default the hostname is di
24. An example of starting the TspRelay on a Call Manager running SCO UNIX would be Page 8 12 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger Errors Notes RLOGGER Example LJ Note The text string must be double quoted Rlogger is a Linux based executable Although not developed for the Call manager tt could be placed on a Linux based Call Manager to allow script files on the Call Manager to send event mes sages to the TspLogger nohup tsprelay sco amp For a Call Manager running Linux it would be nohup tsprelay lx amp The TspRelay will exit abnormally for the following reasons The file relay conf is not present or has insufficient privileges to allow the TspRelay to open it The receive port cannot be opened This could be because the TspRelay was not started with root privileges or the port is already in use by some other application An error is detected when attempting to open the socket An error is detected when reading or writing the socket TspRelay receives and sends UDP datagrams If the file relay conf file cannot be found or opened in the etc directory the TspRelay will look for the file in the tmp directory This is mainly for testing the TspRelay without having to run as root TspRelay should use very little CPU It generally sleeps waiting for a message on the rec
25. Client Monitoring for Conferences Enhancement 4 19 Client Monitoring for Outbound Remote Stations Feature 4 19 Restricted Monitors 4 19 Decibel Level Adjustment 222 4 22 Dialing Features and 4 23 CPSEE TSP500 User Guide Version 4 0 Contents 2 This document is confidential and proprietary to SER Solutions and is not for external use Table of Contents Unrestricted Manual Dial 4 23 Digital Station Dials Enhancement 4 23 Redials of Incompletes 4 23 Answering Machine Enhancements essen 4 25 Detecting Beeps on Answering Machines Feature 4 25 Answering Machine Detection Parameters Enhancement 4 25 NEW RSS MM NN OE DRE 4 27 New Dumb Terminal Commands 4 27 Chapter 5 Admin Terminal Commands 5 1 MME IT ON E 5 2 Hist of OMNES skies ct Tm m 5 3 zd c M 5 3 CALL ur pope UMP 5 4 CAPTURE menen
26. Code must precede every phone number arriving at the TSP This flag should only be turned on for TSPs doing Multi Country Dialing Retry Dial Errors and Reorder tones Instructs the TSP to consider all classified dials as connected if it sees Answer Supervision Otherwise the TSP will wait for voice Connect Remote Agent Dials on Supervision Instructs the TSP to consider a call as an Unknown SIT tone if a remote Agent had been detected and NO Answer Supervision had been received Connect All Dials on Supervision Instructs the TSP to consider a call as an Unknown SIT tone if an answering machine had been detected and NO Answer Supervision had been received Declare Answering Machine with no Supervision as Unknown SIT Specifies that reorder SIT Tone dial results will not be redialed IPSTATS This command displays the number of IP Addresses that have been registered to receive TSP Lights and of those the number that have been unregistered This information is reset when the TSP is rebooted Page 5 10 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands LICENSE lic LINKP 2 Note For Engineering use only LLOOP LOAD Displays current licensed inventory and features Syntax license Establishes a connection between any two devices A device can be a trunk station or
27. Contact SER Indicates that the underlying switching fabric has experienced an error Con tinued errors probably means that a reboot is in order SER should be noti fied TSP NAME Encore Messages Loaded Occurs whenever the TSP notifies the Call Manager or Gateway that new Encore Messages are present TSP NAME No Available Encore Ports An attempt to play an Encore message was delayed because all Encore Ports were in use If this message is seen repeatedly the TSP should be reconfig ured to provide more Encore Ports No Third Party Trunks available using general pool A Third Party Dial was forced to use a trunk from the general pool of trunks because either all Third Party Trunks were in use or not assigned Page 8 10 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSP_NAME Stn TSP_NAME Third Party Dial Failed No Trunks A Third Party Dial failed because no trunks were available not even in the general pool xxx Unable to get Conference Resource A request for a conference resource failed because all resources are in use If this message occurs repeatedly the TSP should be re configured to provide more conference resources TSP NAME Linux Started Linux was rebooted or powered up TSP NAME Linux Stopped Linux is shuttin
28. Country Code n Look for silence Not used on TSP500 Page 6 8 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Examples The following ver screen shows three trunk groups configured for Billing Digits From the dialing rules it can be assumed that the customer required a five digit billing code for TrunkGroup 0 Because the Call Manager only supports four digits the 2 was added to the dialing rule This of course means that the billing digits will always begin with a 2 21234 29877 etc Also note that on Trunk Group 0 and 1 the TSP is instructed to wait for a tone before pulsing out the billing digits On Trunk Group 2 a four second pause is needed Observe the upper case P plus the lower case equals four seconds three seconds plus one second ver Enter Command gt SER Solutions Dialing Rules Version CPS_TSP500 02 004 11 August 11 2005 tspdev2 Country USA Uptime DDD HH MM SS 000 03 17 28 campoffset 0 stationoffset 0 trunkoffset 0 nstations 192 Nttrunks 960 mports 277 iwaittim 4 AreaDigits 3 PredTrunks 768 localwatt 0 Mediumwatt 0 longwatt 0 intlwatt 0 AMD RingCnt 1 Grp 0 DT2G DT2 c dT260 2 O011 dgdT2c Grp 1 DTG dTc dTc dTc OllidTe Grp 2 D
29. DSP Syntax linkp source Matrix Number dest Matrix Number B The connection is made so that the dest device is listening to the source device Normally the source device is not listening to the dest device but if the B option is used a connection is made so that the source device is listening to the dest device If two stations are connected using the B option they can carry on a conversation Establishes a Local Loopback on the specified T1 or E1 span Syntax lloop span f The span is the card slot number displayed in the slots screen Any span that is in local loopback will have the text L_LOOP displayed at the end of the line associated with that span Entering the same command again will toggle the local loopback off Forces a load of the dialing rules You can import selected configuration items Table 5 4 Load categories Category Description load all Load All Dynamically load groups Load Trunk Groups load isdn Load ISDN Configuration CPSEE_TSP500 User Guide Version 4 0 Page 5 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands LOG Caution Logging of trace information can create very large log files MUSIC Caution Audio will get louder as the gain is increased 2 Decibel changes remem bered and will survive a reboot Table 5 4
30. EE d dd dd dd dk EEE EE e e e e d t WARNING YOU ARE ABOUT TO RUN CONFIGURATION TOOL THAT MAY MAKE YOUR SYSTEM INOPERABLE duod detto AAA AA d de dett det EEE ok d de d det dee EE d RU TT Do you want to run this Tool y n Configurator Menu This is the main menu for the configuration tool TSP Configurator Menu SER Solutions Inc Copyright 2004 kkoo Initialize Configuration Edit View Configuration Download Configuration Restore Configuration Help Quit Enter Choice gt Table 7 6 Configurator Menu Items Option Description 1 Initialize Configuration Creates country specific and system configuration files 2 Edit View Configuration Allows changes to system configuration 3 Download Configuration Downloads NMS configuration files 4 Restore Configuration Restores previously saved set of configuration files CPSEE_TSP500 User Guide Version 4 0 Page 7 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Table 7 6 Configurator Menu Items Option Description 5 Help Displays online help q Quit Logs off tspcfg user Boards Depending on the board it will say CG_6565 or CG_6500 Command Prompt telnet testiest 5
31. Load categories Category Description Load misc Load the following Dialing Rules SDN Configuration Monitor Station Assign ments load rules Load Dialing Rules load syslog Load the syslog IP and Port load tones Load Tones lt save restore gt Toggles logging on and off TSP maintains a log file located in the log directory Example usr home cpstsp cps01 log All errors are automatically written to this file However you can choose to log other information such as the events traced using the BUG command Naming conventions for log files are based on the day of the week tsp00 log through tsp06 log represents log file for Sunday through Saturday Logging will be automatically turned off if the size of the file exceeds the parameter MAX_LOGSIZE in the dialing rules This command will turn Music On Hold on or off It will also allow changing the volume by changing the gain The range is 54db to 16db The default is Odb Setting the decibels to less than zero will lower the vol ume While setting the decibels to above zero will make the audio louder To change the gain you must turn Music OFF first hen turn Music ON with the new gain level Page 5 12 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 5 Examples of the MUSIC Command Option Descriptio
32. Note Previously disabled confer ences DSP s can also be re enabled using this command See the disable command for details FHANG HELP The above command disables DSP 122 in the 1st example and DSPs 14 through 43 in the 2nd example These DSP numbers are associated with logical DSP s and NOT physical DSPs on the NMS board Syntax disable conf NMS board gt Examples disable conf 7 The above command disables all conferences on board 7 This command would normally only be used by engineering to bypass conferences on failed NMS boards Enables the specified trunks that were disabled via the disable command Syntax enable trunk or range of trunks Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash Examples enable 7 enable 7 9 14 19 24 enable 1 24 73 96 Simulates a Far End Hang up condition on the Simulated TSP Displays help information on the specified Admin Terminal command If no command is entered a list of all Admin Terminal commands is displayed Page 5 8 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands HTRUNK ht Forces a Far End Hang up condition This command should NEVER be used on a live system It is intended for engineering use only INBOUND inb This command prov
33. TSP The following is a brief description of each command Online help for each command is available by typing help followed by a specific command Page 5 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands List of Commands BUG This is a diagnostic command that turns on tracing for selected components of the TSP Typing bug by itself will display a list of items that can be traced Those of you familiar with the Call Processor and specifically the install command will recognize the format and method of activating the specific items For those of you not familiar with this method the specific items are turned On and Off by typing bug followed a hexadecimal value that represents a bit pattern associated with the items on the screen The MSN Most Significant Nibble is toward the bottom of the screen and the LSN Least Significant Nibble is toward the top It is the output of this tracing that is written to the TSP log files Enter Command gt bug bug 3df LGT Link 1 Dial String 1 Station Tones 1 9 Status 1 DTI Events 9 Alarm Events 1 DSP Events l tenferenge Events LLALL Events L Application Events 0 Dehug Monitor Figure 5 1 A typical bug display The following is description of the above items Table 5 1 Bug Traces Bug Trace Description CTI Link Traces t
34. This analysis only takes place if an ENCORE message is specified to be played to Answering Machines detected during a specific campaign The default is twenty seconds and should not be changed unless advised to do so by Engineering ANSM_USETONE D E See Also Keyword ANSM_SILENCE This keyword specifies the method to be used for detecting when to play Encore messages to answering machines The default value of this keyword is zero ANSM_USETONE 0 Wait for a period of silence before playing the message ANSM_USETONE 1 Wait for the beep and then wait a little longer to ensure it was the last beep AREACODE_DIGITS This keyword defines the number of digits in the area code where the TSP is installed For the USA this would be set to 3 For other countries you should set it appropriately Page 6 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules AUTO_LOG If non zero it instructs the TSP to automatically log events The value is the decimal equivalent of the hexadecimal value of the bug setting A typical set ting would be AUTO_LOG 319 5 Caution This equates to bug 13f With this flag turned on cer tain Admin_Terminal com mands may appear not to work However it is possible that the output that would normally go to the screen may be going to the
35. This document is confidential and proprietary to SER Solutions and is not for external use Version 4 0 Page 5 33 Chapter 5 Admin Terminal Commands Displays a variety of information on Trunks This command can be entered with the clear stats switch c or the rotate through switch r Command TK Table 5 22 show trunks Description Trunk Number State o out of service d Digital Station t Third Party i Inbound Group this trunk belongs to Dials Total Dials Conns Total Calls connected to agents Rna s Total Ring No Answers Busys Total Busys InCmp Total Incompletes API Total NMS API errors Seize Total dials that failed during call setup Glare Total dials that found an incoming seizure waiting when attempting an outbound dial Total SIT count Changed or Disconnected RO Total SIT count Reorder NC Total SIT Count No Circuits vC Total SIT Count Vacant Number show util If entered without arguments it will display trunk use for the previous twenty minutes If a specific time is entered that period will be displayed The options can be used to rotate through the previous 24 hours The following describes the various columns in the display Table 5 23 show util Column Description Time The time displayed in hours and minutes Inventory The average number
36. Trunk is disabled Either in the Dialing Rules or via the disable command Light Blue Station is off hook Dark Blue Stations is off hook and on a call The bottom six rows of the light display indicate the health of the associated spans Table 10 2 Health of associated spans Light Health Description Span Status Green OK Indicates current status of the Red Error during initializa span tion White Inactive Red Alarm Red Span Red Alarm Lost synchronization White OK Blue Alarm Blue Receiving AIS Framed All Ones Sent by White OK carrier or CSU to indicate a problem upstream Yellow Yellow Receiving yellow Yellow alarms are sent if the alarm far end is having trouble syn White OK chronizing to us Loss of Signal Red LOS A LOS indicates that there is White OK no signal on the T1 E1 cable D Channel RED D Channel is DOWN Monitors the status of the Green D Channel is UP ISDN D Channel White 2 NON ISDN span Page 10 2 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 11 Accessing Text To Speech This section addresses configuration necessary for reading Text To Speech mes sages on the TSP500 It includes the following e Accessing Text To Speech Messages e Mounting the External Drive CPSEE_TSP500 User Guide Version 4 0 Page 11 1 This docum
37. User Guide Version 4 0 Page 7 23 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Encore and Conferencing Information T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press 94 to quit ENCORE amp CONFERENCING INFORMATION Number of Encore Ports 99 Number of Conference Bridges 40 Do you want more Encore and less Conferences n Do you want more Conferences and less Encore n In this example we have defined there to be 168 Stations using a CG 6500 OL 8TE card and CG 6500C 64 0L 16TE card The number of total chan nels available on this system is calculated by multiplying the number of trunk spans on a card by the number of channels on 1 trunk span which is 24 on a T1 line So the equation is 8 x 24 16 x 24 192 384 576 Total Channels Since there are 168 Stations the number of network trunks is 576 168 408 Network Trunks 408 24 17 Trunk Spans We have determined that there are 17 Trunk Spans not being used for Stations that need to be configured Six of those trunk spans are running ISDN NI2 and another six are running ISDN AT amp T 4ESS The remaining five trunk spans are configured to be CAS running Wink Outbound For the 168 Stations there are e 48 Analog Stations 48 Digital Stations that are Remote Agent Statio
38. and Dialing Rules This keyword allows changing the voice to tone ratio Higher numbers 5 means less emphasis is given to tone and more to voice default is Caution 393126 This item is intended for engi neering use and should not be modified unless instructed to by engineering WAIT_FOR_SUPERVISION This keyword is used to determine when voice detection will begin on classi fied dials It is needed due to a new service called PRB Personal Ring Back being offered by cell phone carriers This service allows cell phone users to specify non standard ringback tones or music to be played to calling parties If set to 0 voice detection begins once the classified call has completed dial ing If set to a 1 voice detection will not begin until Answer Supervision has been received someone has picked up the phone Call Progress such as Busy Fast Busy and SIT Tones will be detected prior to supervision regardless of the setting of this keyword It is only voice detection and answering machine detection that is affected by this keyword Page 6 20 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool This section includes the following e Configuration Tool Overview e Using the Configuration Tool e Configuration Files e Configuring the System e Sample Configuration Initialization e Samp
39. and OFF by typing options followed a hexadecimal value that represents a bit pattern associated with the items on the screen The MSN Most Significant Nibble is toward the bottom of the screen and the LSN Least Significant Nibble is toward the top opt Enter Command gt Options 20e3 1 Allow Dial Tone To Stations Allow Manual Dialng 0 Perform Zapper Detection 0 Monitor Key Use Pound Sign 123 Allow Caller ID Name Ignore Cadence Break Support New Legislation Events Process SITS Via D Channel eHO oooo Let Dials Complete On Campaign Close Dont Route Inbound Calls Always Beep Agent On Connect Dont Answer On Timeout Figure 5 2 OPTIONS command The following is a list of options that can be set Page 5 14 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Option Allow Dial Tone Table 5 6 Option Flags Description 1 Provide dial tone to stations To Stations 0 Don t provide dial tone to stations Allow Manual 1 Allow Manual Dialing Dialing 0 Inhibit Manual Dialing Process SITs via D Channel Specifies that extended call status provided in the ISDN PROGRESSING message is used to classify the call 1 Analyze the call using extended call status information 0 Analyze the call using in band SIT tone detection Perform Zapper
40. any per centage of being trunk bound This is to allow use of grep to find areas where trunks shortages occurred Example grep TrunkBound txt e Lines beginning with the letter y indicate yesterday s data Remember this a revolving 24 hours of minute by minute data e File will automatically be overwritten on their yearly anniversary The generation of these files cam be disabled at any time by adding the fol lowing keyword to the dialing rules and typing load all at the Admin Ter minal ALLOW TRUNK UTIL FILES 0 New TUT Flles These files are for diagnostic purposes and subject to changed without notification Also written in the tut directory is another file with similar naming conven tion except the extension ends in tut rather than txt These files contain more cryptic data and used by SER personnel in analyzing past history The generation of these files cam be disabled at any time by adding the fol lowing keyword to the dialing rules and typing load all at the Admin Ter minal ALLOW_TRUNK_UTIL_ZX_FILES 0 The file contains three type of messages ZX ZY and ZZ ZXAAA BBB CCC A Number of configured trunks used for predictive dialing B Nth minute that the snap shot was taken C Number of configured Stations ZYDDDD EEE FFFF GGHH III There will be 1440 ZY messages one for each minute of the day CPSEE TSP500 User Guide Version 4 0 Page 4 13 This docum
41. be installed CPSEE_TSP500 User Guide Version 4 0 Page 5 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 3 Install Flags Option Monitor Agents Between Calls Description Allows a Supervisor to monitor an agent s conversation while not on a call Normally the Supervisor cannot hear the agent while he she is waiting for a call Disconnect Trunk to Trunk Transfer if connected too long Specifies whether or not trunks that are tied together too long should be dropped Allow Trunk Prep With this flag turned ON the TSP will attempt to test the state of the trunks and remove those that are out of service Not all protocols support this feature This feature can be turned ON for the following 1 ISDN protocols that support Service Messaging on the bearer channels 2 Wink Start protocols not immediate start Host Selects Agents Indicates that the TSP is not doing Agent Selection for Predictive Dial connections This will force the TSP to send a Route Request message to the Adjunct rather than a Predictive Dial Connect message Use Monitor Key 123 when Man ual Monitoring Instruct the TSP to only accept Manual Monitor com mands that begin with the code 1237 Analyze Abandons for Answering Machines NOT CURRENTLY SUPPORTED Multi Country Dialing Specifies that a three digit Country
42. create a RAM disk with at least a 400MB capacity to hold the tem porary snippets of audio The file grub conf located in the boot grub direc tory will be modified to allocate the memory needed for the RAM disk New entries in the etc rc d rc local file will create the RAM disk at mnt rd dur ing boot up These modifications take place when you install a recorder during a TSP500 upgrade You must reboot the system after installation to activate the RAM drive Recording Server To activate Integrated Recording you must mount SAMBA to a shared drive on a Recorder Server The Recorder Server is the server that will archive the completed recordings The Recorder Server will be referred to as the Rec Server in this document On Linux you would mount the shared drive using an entry in the fstab file in the etc directory This entry requires an IP address or nodename Although this could vary from site to site the TSP software installation will configure a default nodename recserv and IP address on the 199 network 199 199 199 220 Table 12 1 Files modified during installation File Directory Comment fstab etc Add mount statement hosts etc Add nodename and IP address of the Rec Server tsp_profile usr home cpstsp Add environment variables If a different IP address and node name is required it can be reconfigured during the installation or afterwards using the rec_watch_setup program located i
43. displayed If a Station Number is entered then the received audio of the station number is piped to the Station Number Syntax CPSEE TSP500 User Guide Version 4 0 Page 5 35 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands sline lt station number gt Station Number SLOTS sl The slots command displays information on a trunk card basis A trunk card in the view of TSP is a single span The current version of the TSP can hold 48 spans This command can be entered with the clear stats switch c the rotate through switch r or the query status switch q NMS boards may have more than one span on a board But from the TSP s perspective it views them all as single span boards So there is no correlation between the slot number and NMS board number You would have to know exactly the type of NMS board installed to determine what NMS board is associated with which span The slots Screen The slots screen displays the station numbers associated with the digitals sta tion trunks Example Sl Protocol Trunks Stations Alarm RD BL YL SL EC BPV LSY E LOS a heh wio 1 24 0 0 0 0 0 0 24 T wio 25 48 0 0 0 0 0 0 0 0 33 T wio 49 72 0 0 0 0 0 0 0 4 T wio 73 96 0 0 0 0 0 0 5s T wio 97 120 0 0 0 0 0 0 0 0 6 T wio 121 144
44. e p q t v I w 1 2 c campaign number Table 5 8 Poisson syntax Symbol Meaning a Answer Time e Event Time p Protocol Stop and Start Time q Event Queue Time t Talk Time V Connection to PVD Time W Wait Time Z Connect Time C Clear all distributions CPSEE_TSP500 User Guide Version 4 0 Page 5 17 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 9 Poisson Examples Example Description poisson Display All Global Distributions poisson Display Global Answer Time distribution poisson t Display Global Talk Time distribution poisson w Display Global Wait Time distribution poisson Clear all distributions Global and Campaign Nes poisson w 6 Display Wait Time distribution for Campaign 6 ote For Engineering use only PREP This command checks the state of the specified trunk If a trunk is deter mined to be out of service it is placed on a queue of trunks to be checked later Entering prep without specifying a trunk will cause all trunks not currently busy to be checked The install flag PREP_ALLOWED determines whether the prep is actually performed or not QCHECK qc This command displays information about a variety of TSP queues Included is Name of the queue Mem
45. major events and errors occur ring on the TSPs The method chosen for the TspLogger is the UNIX style syslog messaging described in RFC 3164 You can choose among a variety of sysloggers available on the market such as the one provided freely at www kiwisyslog com Some of these sys loggers are quite powerful allowing emails or pager messages to be sent based on certain events The CPSEE_TSP500 can use any RFC 3164 compli ant syslogger that uses UDP messages for receiving events Testing for this feature was done using the syslogger from www kiwisyslog com The centralized logging feature of the CPSEE_TSP500 A utility on the TSP that allows sending TspLogger messages from a com mand line or script file Page 8 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger Description Activating the TspLogger is accomplished by assigning the IP address of the PC running the syslogger The configuration file for the TspLogger is opt ser cfg syslog cnf When the TSP is started or the load syslog is entered via the Admin Termi nal the TSP will begin forwarding event messages to the remote syslogger Other configurable items are available and will be described below CPSEE_TSP500 User Guide Version 4 0 Page 8 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter
46. mono audio file must be named e music wav There are no restrictions on the file size or the time length 2 FIP the audio file to the following directory on the TSP usr home cpstsp sps01 pmt Ifthe e music wav file exists in the directory specified above the system will automatically play hold music to calls in the hold queue when the Encore Pllus Fast Dial feature is used and when the Encore Plus transfer feature is used CPSEE TSP500 User Guide Version 4 0 Page 5 13 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Testing Music On Hold 1 Disable trunk 1 disable 1 2 Enable Music On Hold music on 3 Launch test dial to yourself when you answer you should be hearing Music On Hold dial 2035551212 1 For Example assume that you want to raise the volume by setting the gain to 2db stop Music On Hold and restart it with new decibel setting music off music on 2 You should now hear the music with the 2db gain To make the music less loud let s say 3db set the following music off music on 3 OPTIONS opt LJ Note Options settings are non vol atile meaning they will sur vive a reboot or power cycle The OPTIONS command allows dynamic setting of certain TSP options Typing options by itself will display a list of options that can be set and there current values The specific items are turned ON
47. n y Deleting tmp isdn txt Enter Board Number 7 thru 2 7 Enter Span Number 1 thru 8 or 16 1 Please wait ISDN Tracing Started ISDN Trace file is tmp isdn txt This program will automatically vi tmp isdn txt when q is entered Enter q to stop tracing and view log file Note gt TSP to Carrier lt Carrier to TSP Figure 3 28 ISDN Trace View Trace File 249072 05 ACU message primitive code ACU_CLEAR_RS board 07 nai 00 group 01 id 36 gt 249072 05 02 0142 Q 921 primitive INFO 0802D700 4D protocol discriminator Q 931 Call Control callreference 5700 flag 1 01001101 message type RELEASE board 07 nai00 group 01 gt 249072 05 02 0142 0 921 primitive INFO 0802D700 4D protocol discriminator Q 931 Call Control callreference 5700 flag 1 01001101 message type RELEASE board 07 nai00 group 00 lt Figure 3 29 View Trace File example Page 3 16 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 View the Trunks File GUAE RdOR EARLE ER AEE Jdekdek o kdekdek e AA AEE EA AEE AE dde dee eoe AEE t WARNING ED CE This file is automatically generated Any changes made manually will be lost when file is re generated t WARNING e e de de ee ed de dee EE dee
48. of trunks assigned for use as predictive dialing trunks Page 5 34 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 23 show util Column Description Usage The percentage of trunks that were in use during that minute Trunk The percentage of time that the TSP was out of trunks during that Bound minute ActiveAgents The average number of agents that were either waiting for a call talk ing on a call or in after call work during that minute SILENCE DB Sets and or displays the current after voice silence decibel level to be used during call progress analysis in order to determine live voice Syntax silence db level SILENCE TIME SIMCAMP 2 This is intended for engineer ing use only SIMIN L Note This is intended for engineer ing use only SLINE Sets and or displays the minimum silence time after voice has been detected during call progress analysis to determine live voice Syntax silence time time in milliseconds gt Forces Stations to an off hook state This command should NEVER be used on a live system Used for Inbound Simulation Allows data and audio monitoring of the specified station number If entered without a Station Number only text messages indicating the various states the station number has entered will be
49. r In the show stations display the Dtrk field displays the digital station trunks associated with the station The MTX column displays the matrix number of the station Example ST Type Dtrk HOOK ListenTo Mtx Queue trk teln 1 inb 289 0240 OFF 2 Parked 7fff waitque 0 2 inb 290 0242 OFF 2 Parked 7fff connque 0 3 inb 291 0244 OFF 2 Parked 7fff waitque 0 4 inb 292 0246 OFF 2 Parked 7fff connque 0 5 inb 293 0248 OFF 2 Parked 7f ff connque 0 6 inb 294 024a OFF 2 Parked 7fff waitque 0 7 inb 295 024c OFF 2 Parked 7fff connque 0 8 inb 296 024e OFF 2 Parked 7fff waitque 0 9 inb 297 0250 OFF 2 Parked 7fff connque 0 10 inb 298 0252 OFF 2 Parked 7fff connque 0 11 inb 299 0254 OFF 2 Parked 7fff connque 0 12 inb 300 0256 OFF 2 Parked 7fff connque 0 13 inb 301 0258 OFF 2 Parked 7fff connque 0 14 inb 302 025a OFF 2 Parked 7fff connque 0 15 inb 303 025c OFF 2 Parked 7fff connque 0 16 inb 304 025e OFF 2 Parked 7fff connque 0 17 inb 305 0260 OFF 2 Parked 7fff connque 0 Page 5 32 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands inb 306 0262 OFF 2 Parked 7fff waitque 1 inb 307 0264 OFF Parked 7f ff connque 20 inb
50. rotate through switch r if specified below The following are valid show commands show board Displays Board related information Table 5 12 show board Command Description Board Board ID Number Slot PCI Slot Number Bus Connections Number of MVIP Bus Connections for this board show camp Displays Campaign related information This command can be entered with the rotate through switch r Table 5 13 show camp Command Description Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents waiting for calls CN Number of Agents talking on a call TNU Number of Telephone Numbers waiting to be dialed HLQ Number of calls waiting for an available agent DIALS Current calls being Dialed TOTDL Total Dials CONNS Total Calls connected to agents MACHS Total Answering Machines ABANS Total Abandoned Calls CPSEE_TSP500 User Guide Version 4 0 Page 5 27 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Command Table 5 13 show camp Description Total Ring No Answers Example show camp Displays Campaign related information plus algorithm stats Table 5 14 show camp command Description C Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents wa
51. specified IDE Smart Drive Instructions 1 Login to root 2 Type ide smart dev hda The following is an example of the output root tspdev2 root ide smart dev hda Id 1 Status 15 Prefailure Online Value 100 Threshold 46 Passed Id 2 Status 5 Prefailure OffLine Value 100 Threshold 30 Passed Id 3 Status 3 Prefailure Online Value 100 Threshold 25 Passed Id 4 Status 50 Advisory Online Value 100 Threshold 0 Passed Id 5 Status 51 Prefailure Online Value 100 Threshold 24 Passed Id 7 Status 15 Prefailure Online Value 100 Threshold 47 Passed Id 8 Status 5 Prefailure OffLine Value 100 Threshold 19 Passed Id 9 Status 50 Advisory Online Value 96 Threshold 0 Passed Id 10 Status 19 Prefailure Online Value 100 Threshold 20 Passed 12 Status 50 Advisory Online Value 100 Threshold 0 Passed 192 Status 50 Advisory Online Value 100 Threshold 0 Passed 193 Status 50 Advisory Online Value 98 Threshold 0 Passed Id 194 Status 34 Advisory Online Value 100 Threshold 0 Passed Id 195 Status 26 Advisory Online Value 100 Threshold 0 Passed Id 196 Status 50 Advisory Online Value 100 Threshold 0 Passed Id 197 Status 18 Advisory Online Value 100 Threshold 0 Passed Id 198 Status 16 Advisory OffLine Value 100 Threshold 0 Passed Id 199 Status 62 Advisory Online Value 200 Threshold 0 Passed Id 200 Status 15 Prefailure Online Value
52. the ISDN Configura tion tool Editing the ISDN Configuration To use the ISDN configuration tool you must first select the trunk spans that you want to configure The example below used ALL as the range of trunks EERE KEKE de de dede LAK EERE EEE Ado d KE Ro e EEE d e e EEE EERE Edit ISDN Configuration Span 12345678 AAAAA AAA AAA AAA AAA AAA AANA AAA AA AAA TEAK AAAS RAAT AAT RAAT Enter Span Number or ALL for all spans 4 to quit ALL Figure 3 5 Selecting the ISDN Span to Configure CPSEE_TSP500 User Guide Version 4 0 This document is confidential and proprietary to SER Solutions and is not for external use Page 3 7 Chapter 3 Starting Configuring TSP500 LJ Note An asterisk next to a line item indicates that one or more spans are configured differently than the rest REE EKER EKER dk dde dede dede EEE EERE EEEE ERE d e ded d n d d d d dd d The ISDN Configuration has two different types of configuration variables e Static configurations that can changed but will not take effect to after system reboot e Dynamic configurations that can be modified and dynamically loaded The ISDN configuration consists of fourteen screens of configurations It must be stated that some of these configuration screens must never be changed without direct approval from SER Engineering In Figure 3 6 the L indicates that that item can be
53. the campaign Connected calls those calls connected to agents or announcements are not automatically dropped just those dials in progress Page 4 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Integrated Recording Feature Integrated Recording is a software solution for recording Agent conversations with contacts and or conferencing parties Integrated Recording is useful for quality assurance purposes to review a call for accuracy and content For Sales Campaigns you can use Integrated Recording to verify purchases The recording can be archived and reviewed later Initially Integrated Recording is available with the Wygant Encore recording and archival system The following are some of the benefits Supports full recording for up to 192 agents Records full duplex conversations of either the Agent and called party or the Agent and conference parties Allows continuous Integrated Recording even after the called party dis connects Occasionally this may be necessary to comply with contractual or legal requirements that direct the Agent to read a statement or script even if the called party hanged up Includes a 400MB RAM drive to temporarily house the recordings made by the TSP Uses a SAMBA mount to a shared drive on a recording server aka Wyg ant Encore system that acts as the mechanism to
54. the queue the digital station is currently on trk Trunk currently connected to 0 no connection teln Telephone Number if connected to a call show errors Displays various error counts and some statistics Table 5 18 show errors Command Description Call Count of times an attempt to launch a call failed CallProg Count of times an attempt to start Call Progress detection failed DropCall Count of times an attempt to drop a call failed Connect Count of times an attempt to connect devices failed TaskFail Count of times NMS was unable to perform a DSP operation ZapprCnt Count of times a telemarketing zapper was detected TrunkErr Count of times a Dial failed for any reason UnsolErr Count of times unexpected events were received DialTMO Count of times we never detected any Call Progress Page 5 30 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 18 show errors Command Description TpendTMO Count of Times NMS never acknowledged a Drop Call PrioDial Count of priority dials NOT AN ERROR PrioRisk Count of agents who went on hook while in the wait state NOT AN ERROR PrioFail Count of priority dial failures An abandon of a pre viously abandoned call NOT A TSP ERROR show group Displays the Trunk Numbers assigned to e
55. the system in order for the correct country information to be used T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 b SER Solutions Inc Copyright 2004 press q to quit eee Do you want to save the Configuration changes y Updating Dialing Rules file Country United States Updating configuration file Updating system Requires a minute to complete please wait Downloading Cards please wait Do you want to view the log file to verify a successful download y T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 E SER Solutions Inc Copyright 2004 m press q to quit bi kkoo The Initialization was completed successfully WARNING The system MUST be rebooted for these changes to take effect Press Enter to continue CPSEE_TSP500 User Guide Version 4 0 Page 7 27 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Sample T1 Configuration Modification 5 T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit Is this a CPS EE TSP TSP Configurator Su United States CARD INVENTORY Trunk Cards CG 6500 01 8 1 CG 6500 64 01 8
56. transfer the locally stored recordings to the recording server Includes a new daemon process called rec_watch exe to monitor the state of the RAM drive as well as the health and accessibility of the recording server See Also Integrated Recording on page 12 5 CPSEE_TSP500 User Guide Version 4 0 Page 4 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Agentless Campaign Feature The campaign mode called Agentless dials on behalf of campaigns without live agents Non answered calls busies RNAs etc are dispositioned as usual by send ing standard dial result messages to the Call Manager Transferring a Call off of the TSP For Agentless Campaigns the Protocol C messages M_XFER_DIAL allows transferring a call off the TSP Imbedded in the syntax of this message is a trunk group identifier It allows the adjunct to select the Third Party Trunk Group Trunk Group or Default Trunk Group Third Party Trunks are those trunks assigned to the THIRD PARTY keyword in the Dialing Rules VR Trunks are those trunks assigned to the TRUNKS keyword in the Dialing Rules e The Default Trunk Group selection will use whatever dialing rules place to select a trunk group As of this writing Enterprise Edition does not have the ability to set the desired trunk group Therefore the default trunk group se
57. trunk 34 Place trunk in maintenance mode Place layer 2 for trunk 34 out of service Place later 2 for trunk 34 in service Displays a variety of configuration information Table 5 28 Configuration Command Description Name The LOCNAME field in the Dialing Rules file usr home cpstsp cps01 cfg tsp cnf This field usually holds the name of the customer Version The TSP release name date of the last revision and host name Country The Country where the TSP is located Uptime The days hours minutes and seconds the TSP has been running campoffset Index for the first Campaign on this TSP stationoffset Index for the 1 Station on this TSP trunkoffset Index for the 15 Trunk on this TSP nstations Number of configured Stations Page 5 42 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 28 Configuration Command Description nttrunks Number of configured Trunks and Digital Stations mports Number of DSP s configured for Record or Play features of Encore iwaittim Rest time in seconds between successive dials on the same trunk AreaDigits Number of digits in the Area Code for this Country PredTrunks Number of predictive dialing trunks localwatt Preferred trunk group for Local Dials mediumwatt Pref
58. use and should not be modified unless instructed by engineering This keyword specifies the bandwidth of the frequency of the tone to be detected after the telephone number has been launched In other words the TSP will detect TONE_FREQ plus or minus TONE_RANGE 2 The default value for this keyword is 300Hz See keyword TONE_FREQ TONE_TIME This keyword specifies the duration of the tone to be detected after the tele phone number has been launched The default value is 100 milliseconds TONE_TIME1 and TONE_TIME2 A Caution This item is intended for engi neering use and should not be modified unless instructed to by engineering These keywords control the minimum time needed for detecting tone TOSSED_MESSAGES Caution This keyword should not be turned on unless approved by engineering This keyword indicates whether the TSP will or will not block on the transmit socket Blocking on this socket could cause the NMS queues to become to overflow and become out of sync with the TSP application The default value of this keyword is zero TRUNK_CHECK_TIME This keyword defines the time in minutes that trunks disabled by too many consecutive errors will be retried See keyword MAX_TRUNK_ERR default is five minutes TRUNK GROUP 0 through TRUNK GROUP 4 These keywords assign specific trunks to different trunk groups Any trunks not assigned are automatically assigned to Trunk Group 0 CPSEE TSP500 Use
59. 0 CG 6500 64 01 16 1 PORT INVENTORY Stations 168 Network Trunks 403 Encore Ports 99 Conference Bridges 40 Press Enter to continue T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 Solutions Inc Copyright 2004 press q to quit Enter Number of Cards to be used CG 6500 01 8 Span Cards 1 2 CG 6500 64 01 2 Span Cards if unknown enter 0 0 CG 6500 64 01 16 Span Cards 1 T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit ENCORE amp CONFERENCING INFORMATION Number of Encore Ports 154 Number of Conference Bridges 60 Do you want more Encore and less Conferences n Do you want more Conferences and less Encore n This chapter contains a sample for modifying a system configuration In this example the system is currently defined for 168 Stations using an CG 6500 01 8 card and CG 6500C 64 0L 16TE card There 99 Encore Ports and 40 Conference Bridges You will first be asked if the number of cards on the system has changed We are adding another CG 6500 01 8 card which causes the number of Encore Ports and Conference Bridges to be re calc
60. 0 0 BUSY 400 37 0 0 31D LO FBUSY 400 43 0 0 250 250 RING 400 37 450 0 4000 2000 500 23 0 0 100 5000 oko CK C Ck C CK CC CK CC CIC CK C CK CC Ck Sk kk Sk E x Kk ko ko ko ko ko Because playing an Intrusion Tone requires a full conference while monitor ing the TSP feature Client Monitor will be deactivated if the INTRUSION keyword is set to 1 Otherwise the agent and called party would hear the Monitor and Client Monitor s conversation Page 9 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 10 TSP Lights This section includes the following e The TSP Light Display CPSEE_TSP500 User Guide Version 4 0 Page 10 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 10 TSP Lights The TSP Light Display Note TSP Lights requires a direct connection to the user net work It will not work if the CPSEE_TSP500 is on the Call Manager s private network and no other connection is pro The Light display used by engineering is now available to any user that can access the TSP with a Web Browser Table 10 1 Color of trunk and station lights Color Meaning White Trunk is idle on hook Green Trunk is off hook Dialing or connected Red Trunk is out or service or disabled due to too many consecutive errors Black
61. 00 System uses telephony cards supplied by NMS Natural Micro Systems for domestic and international configurations There are sev eral factors involved in determining a system s capacity There are up to six cPCI slots available for configuring the CPS_TSP500 Sys tem Type of Cards Different combinations of telephony cards determine the TSP System s capacity Ports on the Circuit Cards The NMS Card provides eight or sixteen T1 E1 spans per card so sys tem capacity can vary greatly depending on the number of ports per card The configuration can have from 192 to 384 ports per card and the E1 configu ration can have from 240 to 480 ports per card Ratio of Trunk and Station Ports Power The TSP is configured to maintain close to a three to one 3 1 ratio between trunks and stations Standard systems are configured with a 2 1 trunk to sta tion ratio Each card requires one or more DC Voltages provided by the redundant power supplies Various configurations are selected so that the total power on each output of the power supplies remains below the maximum output Slot Configuration The system cards are installed in the cPCI slots The T1 or E1 cards are installed in the first available slots starting from the bottom above the CPU Card The current maximum Agent configuration allows for 768 channels for dial ing and 384 channels for agents for T1 810 390 channels for 1 Page 1 6 Ver
62. 100 Threshold 60 Passed OffLineStatus 0 NeverStarted AutoOffLine No OffLineTimeout 7 minutes OffLineCapability 123 Immediate Auto SuspendOnCmd SmartRevision 16 CheckSum 221 SmartCapability 3 SaveOnStandBy AutoSave The last column will show whether a specific test Passed or Failed Ifa test Fails arrangements should be made to replace the hard drive as soon as possible Engineering should also be notified LJ Note If while your logged into a TSP you notice any unsolicited messages referencing I O Error or you receive I O errors in response to any commands DO NOT reboot the TSP and contact Engi neering immediately Page A 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix A Troubleshooting Enhanced Logging for Socket Connections The CPSEE_TSP500 now logs when a socket connection closes Example tsp06 10g 21 10 54 845 tsp06 109g 21 12 08 439 tsp05 10g 20 23 55 378 C C losing Socket on fd losing Socket on fd 13 CTI 14 dun nb1 Also if a second Call Manager or Gateway attempts to connect to the TSP a message will be logged including the IP Address of the duplicate connection Example Duplicate Connection Attempted from 127 0 0 1 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for ex
63. 20 Multi Country 4 23 MUSIC 5 12 N nai zero 6 13 NMS Directory Structure 7 4 num stations 6 13 num trunks 6 14 Operation Integrated Recording 12 10 OPTIONS 5 14 outbound_digital_trunks 6 14 5 16 Personal Ring Back 6 20 Personnel Ring Back 4 11 PLAY 5 16 IVR_TRUNKS 6 11 POISSON 5 16 PREP 5 18 Index 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Index Protocol Trunk 3 17 Q QCHECK 5 18 QMSG 5 22 QPORT 5 23 QUIT 5 23 Quit 3 3 R RAM Disk 12 7 Reboot TSP500 2 3 RECORD 5 26 Recording Agent 4 5 Recording Resource Manager 12 8 Recording Server 12 7 Redials Of Incompletes 4 23 Restarting Protocols 4 3 Restricted Monitor 4 19 RLOGGER 8 13 Rlogger 8 2 RLOOP 5 26 rna extend time 6 15 RuleO 46 15 5 Samba Mounting 11 3 Sending user data 4 16 SHOOK 5 26 SHOW 5 27 show board 5 27 show camp 5 27 show cause 5 28 show cmon 5 29 show dsp 5 29 show errors 5 30 show group 5 31 show monids 5 31 show ports 5 31 show stat 5 32 show switch 5 33 show trunks 5 33 Shut down TSP500 2 2 SILENCE_DB 5 35 SILENCE_TIME 5 35 Silent Coaching 4 18 SIMCAMP 5 35 SIMIN 5 35 SLINE 5 35 SLOTS 5 36 SPAN 5 37 SPSTUFF 5 38 SpyAvail 5 21 Spylnuse 5 21 Spylist 6 16 SRESET 5 38 Starting 2 4 From menu 2 4 Station Information 7 13 STATUS 5 38 Stinact 5 21 Stopping TSP500 2 4 StWait 5 21 Su
64. 2004 press q to quit kook Select the country where this system will be installed 1 United States 2 Australia 3 Austria 4 Belgium 5 Brazil 6 Canada 7 Czech Republic 8 Denmark 9 Finland 10 France 11 Germany 12 Greece 13 Iceland 14 Ireland more Enter Country Name or Item Number T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit ebbo Select the country where this system will be installed 15 Italy 16 Japan 17 Luxembourg 18 Mexico 19 Netherlands 20 Norway 21 Philippines 22 Poland 23 Portugal 24 Russia 25 Spain 26 Sweden 27 Switzerland 28 United Kingdom Enter Country Name or Item Number 28 Enter Number of Stations 270 180 Enter Number of Cards to be used CG 6500C OL STE Span Cards if unknown enter 0 0 1 CG 6500 64 01 8 Span Cards if unknown enter 0 0 2 CG 6500 64 01 16 Span Cards if unknown enter 0 0 0 Page 7 34 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Trunk Information T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 iu SER Solutions Inc Copyright 2004 press to quit Ent
65. 3 5 DialPend 5 19 Digital Station Dials 4 23 DISABLE 5 7 disabled trunks 6 10 Disk Monitor Daemon 12 8 Displaying Card layout 7 18 download boards 6 10 CLOCK 5 5 clock master 6 7 Dsldle 5 19 clock poll 6 7 DspBad 5 19 Dspldle 5 20 CPSEE TSP500 User Guide Version 4 0 Index 1 This document is confidential and proprietary to SER Solutions and is not for external use Index Dual Tone MultiFrequency 4 10 E E1 Configuration Sample 7 34 Edit Configuration 7 14 ENABLE 5 8 Encore and Conferencing 7 14 EventQue 5 20 Events TSPLogger 8 9 Excess 5 20 F Feature Integrated Recording 4 5 H HELP 5 8 HTRUNK 5 9 InbBusy 5 20 Inbldle 5 20 INBOUND 5 9 India Support 4 17 Initilaize Configuration 7 10 INSTALL 5 9 Install flags 5 9 Integrated Recording 4 5 Components 12 7 Introduction 12 6 intl_watt 6 10 Intrusion Tone Implementing 9 3 Using 9 4 IPSTATS 5 10 ISDN Editing the configuration 3 7 Modifying 3 6 Overview 3 6 Resetting 3 13 Sending user data 4 16 Viewing the configurations 3 12 ISDN Trace 3 16 L Light display 10 2 LINKP 5 11 LLOOP 5 11 LOAD 5 11 local area code 6 11 local exchange 6 12 local_ watt 6 12 locname 6 12 LOG 5 12 long_watt 6 12 Main menu 3 3 max logsize 6 12 max trunk err 6 12 McbAvail 5 20 5 20 medium watt 6 12 monitor only 6 13 Monitoring Enhancements 4 18 Mounting An external drive 11 3 MpAvail 5 20 MpDead 5 20 5
66. 4 4 Integrated Recording Feature auda rit Hn vetu a tix Ra 4 5 Agentless Campaign Feature 4 6 Transferring a Gall off of the TSP HER 4 6 Text To Speech TTS Messages 4 7 Caller ID Name Feature 242 4 8 Example eigen M 4 8 Example eer E ene ee eee ret 4 8 Collect DTMF Digits Feature uc careo onde quere ntn ni 4 10 Personnel Ring Back 0000 4 11 Trunk Features and 4 13 New Trunk Utilization files Feature 2 2 4 13 Trunk Bound Alerts Sent to the SysLogger 4 14 Billing Codes 4 15 User Data Features and 4 16 Sending User Data over ISDN Feature 4 16 Support for ISDN protocol DMS250 4 16 New Country 000 4 17 Monitoring Features and Enhancements 4 18 Silent Coaching 4 18
67. 8 TSPLogger Events The following lists the currently defined events Others may be added or existing ones modified as necessary TSP NAME TSP Initializing The TSP application has just been started and is going through its initializa tion phase TSP NAME TSP Started Ver CPS TSP500 xx xxx The TSP application has completed its initialization phase and is up and run ning Itis now safe to connect the Call Manager Gateway TSP NAME TSP Stopped The TSP application has been stopped via the Admin Terminal command stoptsp TSP NAME CTI Connection Established A Call Manger or Gateway has connected to the TSP TSP NAME CTI Connection Failed An attempt by a Call Manager or Gateway to connect to the TSP has failed TSP NAME CTI Connection Closed The connection between the Call Manager or Gateway to the TSP has closed TSP NAME Stopped Receiving Heartbeats The TSP has stopped receiving heartbeats form the Call Manager or Gateway TSP NAME Duplicate Connection Attempted from IP Another Call Manager or Gateway or some device is attempting to connect to the TSP that is already connected The IP address is that of the 219 Call Manager or Gateway TSP NAME Adjunct shutting down The Call Manger or Gateway is performing an orderly shutdown example cmshut TSP NAME 1 1 Span xx Faile
68. AEA eodd ER AE e e de de dee ed de dee e eoe de dee B isdn AT4 AT4 AT4 AT4 AT4 NONE NONE NONE NONE NONE NONE NONE NONE NONE NONE NONE 0 0 0o QN I 02 Ooocoo0o0o0o0o0o0o0o0o0o0o0o0o0o0o0ogoooooooooooooooo Typ T N T T T T T T T T T T T T T T T T T T T T T T T T T T T T T T T T T T D D D D D D D D D D D D LAL BR UR OL QOO o Gm mom 0 03 03 03 03 03 03 1 1 2 1 2 RRRBRRERREEESSSSSSSSSSSSSSSSSSSSSSSSSSESUuVWUmETE Figure 3 30 View Trunks file Trunk Protocol You must assign a specific Protocol name to each trunk span Currently supported protocols are Protocol BoardNunber Variant WaitlstDig WaitForDigs Table 3 4 Trunk Span Protocols isdn T1 or E1 ISDN Trunks wi US T1 Robbed Bit Protocol Wink Inbound wo US T1 Robbed Bit Protocol Wink Outbound wio US T1 Robbed Bit Protocol Wink Inbound Outbound CPSEE_TSP500 User Guide Version 4 0 Page 3 17 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Table 3 4 Trunk Span Protocols immi US T1 Robbed Bit Protocol Immediate Start Inbound imm US T1 Robbed Bit Protocol Immediate Start Outbound ri
69. Auto Booting 2 5 Disable Auto Boot 2 5 Setting the Time Date on the 2424 44 2211 2 6 Chapter Starting Configuring TSP500 3 1 Logging Into TSP 3 2 Toe Main aran 3 3 CPSEE_TSP500 User Guide Version 4 0 Contents 1 This document is confidential and proprietary to SER Solutions and is not for external use Table of Contents os rece M 3 3 Activating the GPSEE TSPBDD e ERE EUM ERI V x E ERE AES 3 3 Admin 3 4 The TSP Configuration WO 3 5 Accessing the Dialing 3 5 Modifying the ISDN Configuration 3 6 Configuring the 3 13 Select System 3 14 View the HESS 3 17 Write Configuration to 3 19 Chapter 4 Features and Enhancements 4 1 WR EEEE 4 2 Restarting Protocols m 4 3 Graceful Campaign ccc cccncanceuoccnstetwecescraccsgcatnostunepran nduanennoctaes
70. B8ZS 0 0 5 WINK OUTBOUND D4 AMIZCS 0 0 6 WINK OUTBOUND D4 AMIZCS 0 0 7 WINK OUTBOUND D4 2065 0 0 8 WINK OUTBOUND 24 AMIZCS 0 0 9 WINK OUTBOUND D4 AMIZCS 0 0 10D WINK INBOUND D4 2055 300 300 11D WINK INBOUND D4 AMI ZCS 300 300 12D WINK INBOUND 24 AMI 2055 300 300 13D WINK OUTBOUND D4 AMIZCS 0 0 14D WINK OUTBOUND 24 AMIZCS 0 0 15D IMMEDIATEINBOUND D4 ZCS 16D IMMEDIATEINBOUND D4 265 oo oo The first four trunk spans this card are running ISDN AT amp T 4ESS proto col The next five trunk spans are configured to run CAS Group 1 which is Wink Outbound The last seven trunk spans are for Stations The Analog Sta tions are defined last and will always run Immediate Start Inbound The Dig ital Stations are defined above the Analog Stations and are running CAS protocol Wink Outbound since they were defined as Remote Agents Finally the VoIP Stations are defined running CAS protocol Wink Inbound since they were defined to be Nailups The card layout for this configuration is oook T S P Card Layout For this configuration it is expected that a CG 6500 01 8 card be loaded above the Processor Card followed by a CG 6500C 64 0L 16TE card Page 7 26 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Warning It is very important to reboot
71. Billing Digits are pulsed out to the participating carriers to provide a mecha nism of categorizing customer s phone bills Configuring the sending of Billing Digits is similar to the CP12000 A lower case is placed in the appropriate dialing rule to signify where in the dial string the billing digits should be sent Also pauses or tone detection can be added to the dial string to facili tate the necessary hand shaking needed to send the Billing Digits to the car rier However there are some rules e For Wink Start lines pause characters P or p tone detection charac ters or t and the lower case can be placed anywhere in the dial string This is because all characters are sent in band pulsed out as DTMF digits e For ISDN lines the telephone numbers are sent as data messages over the D Channel Because the Billing Digits are sent as DTMF digits they must be sent after the telephone number is dialed Therefore for ISDN the TSP considers all dialing rule characters after the d or charac ter to be post digits and they should be sent in band using DTMF CPSEE TSP500 User Guide Version 4 0 Page 4 15 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements User Data Features and Enhancements Sending User Data over ISDN Feature Added the ability for the Adjunct to send User Data ov
72. CAE COE AC ole ic COE AE alc oic COE A HE 5 P Configurator Results EIEEE SAE SAE EE DEC IHC IE IAE SAE AE DPC oie oc AC alc EAE COE AE CAE Card 1 Slot 7 Network Trunk Spans 8 CAS Trunk Spans 4 CAS Timeslots 96 ISDN Trunk Spans 4 ISDN Timeslots 96 Digital Station Trunk Spans 2 Encore Timeslots 55 Encore DSPs 26 30 Conference Bridges 20 Conference DSPs 3 22 25 lt more trunk details gt Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 Next 1 AT amp T 4 55 ESF B8ZS 0 0 2 AT amp T 4ESS ESF B8ZS 0 0 3 AT amp T 4ESS ESF B8ZS 0 0 4 AT amp T 4 55 ESF B8ZS 0 0 5 WINK OUTBOUND D4 AMI ZCS 0 0 6 WINK OUTBOUND D4 AMI ZCS 0 0 7 D IMMEDIATE INBOUND D4 AMI ZCS 0 0 8 D IMMEDIATEINBOUND D4 AMI ZCS 0 0 The D next to the trunk span number indicates that this is a Digital Station trunk span Displaying Card Layout When the tool is done displaying the configuration it displays the location in the chassis where each card should be installed The screen is TE AAA AT LAR AA ARETE AAA RELA AT EAA AE TERT Gud due d ARERR ARE EE EAE AE 5 Card Layout RRRAREAA ARE 4t 4A TAKARA KTR AREA EATER REA
73. CPS_TSP500 01 028 or higher Audience This guide is designed for e CPS Enterprise Edition system administrators who are responsible for configuring and maintaining a TSP switch SER Solutions personnel who support systems that use a TSP switch Text Conventions This guide uses the following conventions Any screen fields buttons tabs or other controls that you can manipulate and keys that you press on the keyboard are printed in bold type For example Type yes Press Enter Keyboard keys that you must press simultaneously are printed in bold type and separated by a plus sign For example Press Ctrl4C CPSEE TSP500 User Guide Version 4 0 Page 7 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Configuration Files NMS Directory Structure cg ctaccess oam Card Information Conferencing Information System Resources cfg cfg log cg7 dfg cnf cfg oamsys cfg cta log eg8 cfg eg5 cfg 094 9 Contains card specific information Contains conferencing Log file possibly induding trunk span encore and information for all cards DSP oe containing error tone and conferencing usage matches DSP usage in messages configuration DSP usage for CG File each ofthe above itemsis detailed Figure 7 1 NMS Directory Structure The b
74. E CHE HE ac oc ic alc oc ic AE oc calc oc olco ofc ofc EAE alc alc c alc CHE AE HE alc ic HE alc ic ofc ole cafe ole oic OE ofc oic oic HCO OE 1 ISDN 2 Telephony 3 Data 4 Telex 5 National 6 Private 7 Unknown Enter Value Name or Number q to quit dto use default current ISDN default ISDN Figure 3 12 ISDN Configuration Destination Number Plan AAA REA TAA AAA AKA KAA CAAT Edit ISDN Configuration 7 Destination Number Type AAA RAAT TAK TAKE AAA AKA TAA ERRE ATE REET International National Network Specific Local bbreviated Unknown Enter Value Name or Number 4 to quit d to use default current rigination Number Plan default National Figure 3 13 ISDN Configuration Destination Number Type ded dde odd EEE EEE Bde ede ded d dd dd Edit ISDN Configuration 8 rigination Number Plan TATA ISDN Telephony Data Telex National Private Unknown Enter Value Name or Number 4 to quit d to use default current rigination Number Type default ISDN Figure 3 14 ISDN Configuration Destination Number Plan Page 3 10 This document is confidential and proprietary to SER Solutions and is not for external use
75. E TSP500 From the TSP500 Admin terminal 1 Select the AdminTerminal 2 Type stoptsp 3 Answer yes to the question Are you sure you want to shutdown the T S 2 Page 2 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures Auto Booting the TSP The TSP can be started using the pick and choose menu system of the TSP However it may be more useful to have the TSP auto start when LINUX is restarted and automatically shutdown when LINUX is shutdown The following will explain how to configure the TSP for auto startup and shutdown Activating Auto Booting Login into root Enter cd etc rc d rc3 d Enter In s init d cpstsp S99xtsp Enter In s init d cpstsp K99xtsp Disable Auto Booting 1 Login to root 2 Enter cd etc rc d rc3 d 3 Enter rm i S99xtsp 4 Enter rm K99xtsp CPSEE TSP500 User Guide Version 4 0 Page 2 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures Setting the Time Date on the TSP Using date to set the time while the TSP is running is dangerous It could ruin system files and interfere with the dialing algorithms The best way to set the time and date is 1 Stop the TSP application stoptsp using the Admin Terminal 2 Use timeconfig to select the t
76. Force a drop of the Digital Station Trunk associated with the specified sta tion s Syntax sreset station number or range Insert Caution message associated with TRESET command STATUS st Displays Campaign Status on a specified Campaign The syntax is status campaign gt Page 5 38 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands SYSLOG Table 5 26 STATUS Command Command Description CAMP TYPE Outbound Inbound or Validation LOGGED IN Count of Agents currently logged in on this Cam paign WAITING Count of Agents waiting for calls TALKING Count of Agents talking on calls TEL NUMBS Count of telephone waiting to be dialed DIALS Count of current Dials for this Campaign RING TIME Average time the phone rang before called party answered WAIT TIME Average short term time agents are waiting for calls ACC DIALS Total Dials CONNECTS Total Answered calls ABANDONED Total Abandoned Calls RNAS Total Ring No Answers BUSY s Total Busy Calls DIAL FAIL Total Dial failures INCOMPS Total Incomplete Dials MODEMS Total Fax or Modems UNKNOWNS Total Unknown SIT tones detected CNG NUMS Total IC type SIT Tones detected TRAFFIC Total NC type SIT Tones or Fast Busy detected OOS Total count Tr
77. G HOST is the only required assignment The other two are optional Element SYSLOG HOST IP address of the PC where the syslogger resides This should be entered using dot notation Example SYSLOG HOST 192 168 2 10 Table 3 3 TspLogger configuration elements Description CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Version 4 0 Page 3 13 Chapter 3 Starting Configuring TSP500 Table 3 3 TspLogger configuration elements Element Description SYSLOG_PORT This keyword is optional The default port used for TspLogger is the industry standard port 514 If for some reason you need to use another port this keyword can be used to assign it Example SYSLOG_PORT 9400 SYSLOG_NAME This keyword is optional It is used to specify a name that will display on the syslogger to identify the TSP By default the hostname is displayed However if you would like some other label that might be more meaningful displayed this configu rations item can be used to assign it Example SYSLOG_NAME Omaha TSP SYSLOG Viewers There is a variety of syslogger software on the market We can use any RFC 3164 compliant syslogger that used UDP messages for receiving events Testing for this feature is being done using the syslogger from kiwisys log com o Ei 1 Display 00 Date Time Priority Hostname M
78. Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording This Protocol C message contains a flag field that specifies five possible actions e Start Recording e Stop Recording e Pause Recording e Resume Recording e Delete Recording Also included in the message is a unique key that will be used in generating file names for the recorded audio See Also Integrated Recording Operation on page 12 10 Integrated Recording Feature on page 4 5 CPSEE_TSP500 User Guide Version 4 0 Page 12 9 This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording Integrated Recording Operation Integrated Recording involves sending messages to and from the TSP gener ating a file recording a conversation and moving the audio recordings to the recording server The sequence for Integrated Recording is as follows 1 An agent is connected to a call The RRM issues a RECORD CONTROL message to the TSP indi cating a start recording command The TSP issues an immediate M COMPLETED message signaling the acceptance or rejection of the request Assuming success the TSP obtains a free conference block and places the audio from the Agent and Called Party into the conference If the agent was already in a conference the output of the Agent s conference is place
79. It is this file that will contain the assignments for the IP address of the PC run ning the syslogger as well as the optional receive and send port assignments Supported Key Words 2 Note If the receive port is changed then the TspLogger on the TSP must be reconfig ured to send its messages out the new port assignment If the send port is changed it must match the port that the PC running the syslogger is lis tening to The following three key words are supported e SYSLOG HOST RECEIVE PORT SEND PORT By default the TspRelay uses port 514 for the receive and send ports If it is necessary to change the port assignments they can be changed via the optional keywords RECEIVE PORT and or SEND PORT Example Suppose port 514 on the Call Manger is already used and we decided to use port 1199 instead You would enter the following text into the relay conf file RECEIVE PORT 1199 The above tells the TspRelay to listen on port 1199 for messages to forward However we will still be sending to the syslogger using the default port 514 If that also needed to be changed you would use the SEND PORT keyword SEND PORT1199 Starting the TspRelay Ports below 1024 usually require the program using them to have root privi leges Normally the TspRelay would be started as root and run in the back ground using the UNIX LINUX init scripts However you could start it from the command line
80. MFC R2 E1 Inbound Inbound r20 MFC R2 E1 Outbound Outbound r2io MFC R2 E1 Inbound Outbound Inbound Outbound ap2i AP2 E1 Inbound Inbound 20 2 1 Outbound Outbound ap2io AP2 E1 Inbound Outbound Inbound Outbound Trunk Type The Type field indicates whether this span is used as a normal span con nected to the network T as a normal span acting as the network N or spe cifically used as a Digital Station span D Trunk Board Number The BoardNumber field indicates the assigned physical board number Trunk Variant The Variant field indicates the network protocol variant Table 3 5 Trunk Protocol Support Variants Variant Description 4 AT amp T 4 55 10 AT amp T 5ESS10 DMS Northern Telecome DMS 100 2 Bellcore National 2 VN6 France Telecom Euro ISDN and Euro Numeris QSIG Signaling at the Q reference point NONE No Variant for US T1 Robbed Bit Protocol AUS Australian Telecom 1 ETSI EurolSDN VN6 France Page 3 18 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Trunk Wait for First Digit The Wait1stDig field indicates number of milliseconds to wait for the first digit to arrive on a inbound call Trunk Wait for Digit The WaitForDig field indicates number of milliseconds to wait for the sub sequent dig
81. Page 6 12 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules guaranteed assignment That is if at the time of the dial request no trunks are available in that specified trunk group a search will begin for a trunk in another group MONITOR_ONLY This keyword specifies Stations or a range of Stations that can Manual Mon itor also known as Voice only monitor These are stations that will NOT be used as Agents You can assign a maximum of 32 Stations can be entered either as individual numbers or ranges Example MONITOR_ONLY 3 5 17 29 MONITOR_ASSIGN This keyword restricts a Manual Monitor to specific stations If a Manual Monitor attempts to monitor a station that is not in its assignment list a fast busy tone will be played to the Monitor The following rules apply e Monitors who have no assignments are allowed to monitor all agents e Multiple MONITOR ASSIGN keywords be present in the Dialing Rules but only one monitor may be assigned per entry Multiple entries can be used for the same Monitor e Agent stations may be entered as individual numbers or ranges e Admin Terminal command load misc be used to activate changes e Different Monitors can monitor the same station Syntax MONITOR ASSIGN monitor station number or range of stations
82. Ppc DPpc dPpc dPpc dPpc OllidPpc Grp 3 d d d d d 011id Grp 4 d d d d dy 01114 LOCAL AREA CODES 203 Default Billing Digits 1234 Notes Ifa T or t is entered into the dialing rule the TSP will timeout after ten seconds if it has not detected a tone The dial then fails If it is a pre dictive dial the message incomplete will be sent to the Call Man ager e Timeouts looking for tone T or t will bump the DialTO stat in the show error screen They will also be counted in the Seize column of the Admin Terminal show trunks screen e Default Billing Digit assignments will be displayed in the ver screen e Manual Dials post digits are not used That is the Manual Dial does not process any dialing rule characters after the d or D in the dial string This allows callers to hear billing digit tones from the carrier DEVICES PER THREAD CPSEE TSP500 User Guide Version 4 0 Page 6 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This keyword is reserved for Engineering and should NEVER be modified unless instructed to do so by Engineering The default value for this keyword is Zero DIALED_DIGITS_ANI This keyword indicates that dialed digits are to be placed in the ANI field when the call is launched This was needed when dialing through the Aspect switc
83. System and 1 5 1 6 rrr 1 6 E er 1 6 1 6 Ratio or Trunk and Station Ports 1 6 1 6 Slot 1 6 CPS TSP500 Telephony Cards 1 7 TSP System Connections Lacus ion missae 1 8 Monitor and Keyboard 1 8 Agent Telephone Connections sssseseeeen mene 1 8 Inbound Digital Statin secius ioo sateen Rp ttr 1 8 Outbound Digital aae tesa ra rette ous pdt 1 8 Chapter 2 TSP User Procedures 2 1 shutting Down The CPSEE 5 Lien mnt ei mtn x ixi 2 2 Rebooting the CPSEE 5 500 2 3 Starting and Stopping The CPSEE TSP500 2 4 Starting The TSP From The menu 2 4 To Exit the Admin 2 4 To Stop ihe OPSEE TSP5DD icit detti o abo 2 4 Auto Booting the VSP RE ET 2 5 Activating
84. TTA AAT AA AAA AAA AAA AAA AAA lt Country gt CARD INVENTORY Trunk Cards CG 6500 01 8 lt Number of cards gt CG 6500C 64 0L 8TE lt Number of cards gt CG 65000 64 0L 16TE lt Number of cards gt PORT INVENTORY Stations lt Number stations gt Network Trunks lt Number trunk s gt Encore Ports Number encore ports Conference Bridges Number conference bridges The editing session starts immediately following this screen To modify the configuration of a system you must answer the following questions diio ek d dde dede odd dd o dede ETEK do EEE Ko dee de dd d d dg 225535555553 Enter Number CG 6 CG 6 CG 6 Encore 5 Configurator SER Solutions Inc Copyright 2003 q to quit of Cards to be used 500 01 8 Span Cards lt Number of cards gt 500C 64 OL 8TE Span Cards lt Number of cards gt 500C 64 0L l6TE Span Cards lt Number of cards gt and Conferencing Information of Encore Ports lt Current value gt of Co want want nference Bridges lt Current value gt more Encore and less Conferences n more Conferences and less Encore n If the number of each card type has not been changed then the number of Encore Ports and Conference Bridges will be the currently stored value If the number of each card type has been changed then the number of Encor
85. Trunk Spans running the same Frame Type y Available CAS Frame Types 1 D4 2 ESF Enter CAS Frame Type Selection D4 Are all CAS Trunk Spans running the same Line Code y Available CAS Line Codes 1 AMI ZCS 2 B8ZS Enter CAS Line Codes Selection AMI ZCS Of the range of CAS Trunk Spans entered before which are CAS Digital Station Trunk Spans 10 16 O none 10 16 Trunk Spans 1 through 4 on this card are running ISDN AT amp T 4 55 protocol and none of these ISDN trunk spans are to be used as Digital Stations Trunk Spans 5 6 7 8 9 13 and 14 are running CAS Wink Outbound Trunk Spans 10 11 and 12 are running CAS Wink Inbound and Trunk Spans 15 and 16 are running CAS Immediate Inbound Trunk Spans 10 through 16 are being used as Digital Stations The Analog Stations are Trunk Spans 15 and 16 Digital Station Remote Agents are Trunk Spans 13 and 14 and the VoIP Sta tion Nailups are Trunk Spans 10 and 12 We have not changed any informa tion on this card Page 7 30 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool include ISDN Digital Station Trunk Spans 1 8 O none 1 8 1 4 Ave all ISDN Trunk Spans running the same Protocol y Available ISDN Protocols 1 AT amp T 4 55 2 AT amp T SESS 3 DMS 4 NI2 Enter ISDN Protocol Selection NONE 3 Ave all ISDN Trunk Spans ru
86. Unix Shell CPS TSP tspdev10 c Copyright 2003 2004 SER Solutions Inc QUIT Activate_TSP Admin Terminal Configuration 9imulated TSP Unix Shell Select Item Figure 3 1 The Main Menu Quit Selecting the Zero 0 key will exit the TSP application and close the Linux Session Note The state of the TSP is not effected If it was running it will still be running after you Quit the User Interface Activating the CPSEE_TSP500 To start the TSP do the following 1 Select Activate_TSP If the TSP is already running the message TSP Already Running displays Otherwise the TSP will be launched as a background process and the message TSP Started displays 2 Press Enter to return to the TSP Main Menu If for some reason the TSP fails to start the tsp log file located in usr home cpstsp cps01 log should be examined to determine the cause of the failure CPSEE_TSP500 User Guide Version 4 0 Page 3 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Admin Terminal Once the TSP is running you can access the Admin Terminal dumb termi nal by selecting the Admin_Terminal item in the menu You can also access the Admin Terminal using the Linux login dumb1 The Admin_Terminal selection from the TSP menu system has options to control the TSP The following are some key pieces of information regar
87. a 26 Spain 27 Sweden 28 Switzerland rore Enter Country Name or Item Number deo LAA e RR AAA de ek eR d de e ee ehe dee dee dee de eee T S P Version TSP 05 03 002 January 10 2006 SER Solutions Inc Copyright 2004 press q to quit eR Uk eR dee eR TEESE dde eR eo dede deo ede eee Select the country where this system will be installed 29 United Kingdom Enter Country Name or Item Number 1 CPSEE TSP500 User Guide Version 4 0 Page 7 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool t Enter Number of Stations lt maximum stations gt ote The United States is listed first but all other countries are listed in alphabetical order The maximum number of sta tions is dependent on the country selected and whether that country uses T1 or E1 Enter Number of Cards to be used Lines CG 6500C OL 8TE Span Cards if unknown enter 0 0 CG 6500C 64 0L S8TE Span Cards if unknown enter 0 0 CG 6500C 64 0L l6TE Span Cards if unknown enter 0 0 If a 6565 this is what you will see Enter Number ards to be used 6565 BL STE Span unknown 6565C 64 6L 8TE Span 5 unknown 6565C 64 B8L 16TE Span s unknown 6565C 128 BL 16TE Span 5 unknown LJ Note If zero is entered for all card types you will be prompted to enter the number of
88. a dial ing rule associated with it This keyword specified the method of dialing on the indicated trunk group for the various dial types supported six of them A vertical bar separates each dial specification The following is an explanation of the various dial types associated with each trunk group Local telephone number Local but NOT in our area code Intra Latta Not local but in our area code Long Distance Special This rule is used for telephone numbers that are less than ten digits USA only For example an extension on a PBX is considered Special Special is also the rule that will be used for dialing Remote Agents Outbound Digital Stations 6 International dialing Individual dialing rules can be made up of various characters The following is an explanation of those characters CPSEE_TSP500 User Guide Version 4 0 Page 6 15 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Table 6 3 Dialing Rules Special Characters Character Description 0 thru 9 DTMF digits added to the dialed number D Dial only the local number strip the area code d Dial the complete telephone number p pause one second P pause three seconds t or T Look for tone Add campaign Billing Digits i Add Country Code for international dialing DTMF Digit asterisk DTMF Digit pound sign T
89. ach Trunk Group show monids From the AdminTerminal you can display the currently configured IDs and passwords using the show monids command Example Enter Command gt show monid ClientID Password Caller ID ANT 1234 5678 2035551212 9999 9999 Enter Command show ports Displays trunk port related information This command can be entered with the rotate through switch r Table 5 19 show ports Command Description TK Trunk number S State o out of service d Digital Station t Third Party i 2 Inbound G Group this trunk belongs to State Application State IDLE DIAL PROG CONN HANG CPSEE TSP500 User Guide Version 4 0 Page 5 31 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 19 show ports Command Description Zflags Internal flags Tflags Internal flags Trunk TrkB lt Board gt S lt stream gt C lt channel gt Mtx Internal matrix number ListenTo Mtx Trunk Station DSP device the trunk is listening to and its matrix num ber Trunk Station and DSP are respectively displayed as lt gt S lt xxxx gt or D lt xxxx gt where xxxx is the actual Trunk Station or DSP number DSP Address of DSP attached to this device show stat Displays a variety of information on Stations This command can be entered with the rotate through switch
90. al Agents are the default and require no other configura tion Caution Outbound Digital Agents need to have their trunks assigned as such This es ab BL AID is done via the keyword OUTBOUND_DIGITAL_TRUNKS in the bers dialing rules file usr home cpstsp cps01 cfg tsp cnf Page A 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix A Troubleshooting Common Questions on Caller ID What is the maximum number of digits that I can use for the Client ID You can use up to four digits Can I use variable length Client IDs Yes up to four digits However this will require that the COLLECT Strategy use variable collected digits for the Client ID rather than fixed The announcement should say enter the Client ID followed by the pound sign What is the maximum number of digits that I can use for the password You can use up to eight digits for the password Can I use variable length passwords Yes up to eight digits However this will require that the COLLECT Strategy use variable collected digits for the password rather than fixed The announcement should say enter your password followed by the pound sign Will this feature work on CAS Robbed Bit lines Yes assuming the CAS line is supplying DNIS information The Caller ID verification feature will only work if the CAS line sends ANI informa tion Typically CAS
91. ample Play a voice message named to station 26 play hello 26 If a 3rd parameter is entered anything the message will be played continu ously until the station goes on hook This is obviously for diagnostic pur poses only example play hello 26 1 The poisson command displays a Poisson distribution of the following items Table 5 7 Poisson Distributions Option Description Answer Time The time it takes calls to be answered Measured from the beginning of a launch to voice being detected Page 5 16 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 7 Poisson Distributions Option Description Connect Time The time it takes to connect one audio path Connect to Positive Voice The time it takes between receiv Detection Time ing the Connect event and posi tively identifying voice Event Time The time it takes to check for new events Event Queue Time Measures the time that it takes to process writing vendor board events Talk Time Time the agents spend on a call Includes Wrap up time Wait Time Time agents spend waiting for calls Protocol Stop Time it takes to stop a protocol Protocol Start Time it takes to start a protocol Distribution times are available globally or by campaign Syntax poisson
92. ample T1 Configuration Initialization esses 7 22 Trunk Infor ial OF sas Este dtu psa C ose Rb ence 7 22 Station Information m 7 23 Encore and Conferencing 7 24 Sample T1 Configuration 7 28 Sample E1 Configuration 7 34 7 35 7 35 at 8 1 8 2 NES 8 2 PDO ee 8 2 Bee 8 3 8 4 I cigar eee ee Te eee 8 4 8 6 CPSEE_TSP500 User Guide Version 4 0 Contents 5 This document is confidential and proprietary to SER Solutions and is not for external use Table of Contents OM tee 8 7 DIOLS sar 8 7 EVM 8 9 P a 8 12 Supported Key 8 12 Starting the MEO E T 8 12 RE IU TUM 8 13 RLOGGER e 8 13 Chapter 9 Intrusion 5 9 1 7 0 7 M 9 2 Implementing Intrusion
93. ary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool The CAS Groups represent the number of digital stations running a particular CAS Protocol The N indicates that there is no limitation on the number of CAS Groups You will be prompted for CAS Groups until all remaining digi tal stations have been assigned a protocol or 0 has been entered Remaining Number of Digital Stations Available lt Number remaining gt Enter Number of Digital Stations configured as ISDN Group 1 Available ISDN Protocols lt List of available ISDN Protocols gt Enter ISDN Protocol The list of available ISDN Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 1 for the actual list displayed The ISDN Groups represent the number of trunks spans running a particular ISDN Protocol The indicates that there is no limitation on the number of ISDN Groups You will be prompted for ISDN Groups until all remaining trunk spans have been assigned a protocol Encore and Conferencing Information Number of Encore Ports XCalculated value Nunber of Conference Bridges Calculated value Do you want more Encore and less Conferences n Do you want more Conferences and less Encore n The number of each card type determines the values displayed for the number of Encore Ports and Conference Bridges Unless directed by Engineering these values should not be changed Edit Vie
94. at the received messages will be parsed and processed A high peak count on this queue would indicate that the TSP is too busy to process this input queue Conflnuse Holds data structures associated with Conference Blocks that are currently used for Conferencing Dial Calls in the process of dialing the digits of the phone number are stored here DialPend Holds trunks waiting to begin the Predictive dialing process These trunks have already been assigned a telephone number to dial and has allocated a DSP Dsidle Holds available Trunks that have been assigned for use as Digital Stations DspBad CPSEE_TSP500 User Guide Version 4 0 Page 5 19 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Holds DSPs that have failed Counts on this queue normally indicate a failure on a NMS Card However this failure may be software or firmware related Power cycling the TSP may restore the defective DSPs Dspldle Holds any unassigned DSPs EventQue Holds Simulated TSP events and dial results Only used when the TSP is run in simulation Excess This queue holds any data structures associated with TSP objects that are either not needed or outside the scope of the configuration InbBusy Trunks that are connected to an inbound call are stored here Inbidle Holds available trunks that have been assigned for Inbound only McbAvail H
95. ately Example Ck Ck Ck CK KKK KKK KKK KKK KKK KKK KKK KKK KKK KKK kx kx MAX Edit ISDN Configuration gt Span 1 24 CC Ck Ck Ck Ck Ck C CCS KKK KKK KKK Ck Ck Ck Ck C C CC Ck ck Ck Ck C KC Ck ck Ck Ck kk SK kk ko Sk Sk Sk Sk A A A M kx kx MAX 1 Transfer Capability Speech 2 Transfer Mode Circuit 3 Transfer Rate 64Kbits sec 4 User Info Layer 1 G 711 U Law 5 Network Signaling Behaviour Default 6 Destination Number Plan ISDN L 7 Destination Number Type National L 8 Origination Number Plan ISDN L 9 Origination Number Type National L 10 Origination Number Screen User Provided Not Screened L 11 Origination Number Presentation Presentation Allowed L 12 Facility_Feature_Servic None L 13 Facility_Coding_Value None L 14 Calling_Name Facility_IE L Sending Caller ID Name without the Telco carrier configured to collect it could cause dials to fail Therefore there is another parameter that must be set in the TSP to allow it to actually be transmitted In the options flags accessible using the Admin Terminal the parameter Allow Caller ID Name must be set to one Example Enter Command gt opt Options 20f3 1 Allow Dial Tone To Stations 1 Allow Manual Dialing 0 Perform Zapper Detection 0 Monitor Key Use Pound Sign 123 1 Allow Caller ID Name 1 Ignore Cadence Break 1 Support New Legis
96. atically assigned by the TSP Configuratior and should not be changed DEFAULT_BILLING This keyword assigns the default billing digits They are used if the Call Manager fails to assign send them in the dial request They are also used for non campaign dials Example DEFAULT_BIL H ING 1234 Currently the Adjunct can only assign a maximum of four billing digits The TSP500 can handle up to sixteen digits If more than four digits are required the additional digits can be placed into the Dialing Rule Example In the first example 1 plus the phone number is dialed Then a three second pause occurs followed by the DTMF digit 2 and then the assigned billing digits If no billing digits are assigned to the campaign associated with the dial or it was a non campaign related dial the default billing digits are used if assigned Remember the default billing digits are assigned using the DEFAULT BILLING keyword Table 6 2 Dial String Control Characters Character Description 0 9 Any discrete digits or the asterisk or pound sign can be entered d Dial full phone number D Dial phone number Strip area code 3 1 Tort Look for tone Minimum duration is configured by the keyword TONE_TIME The default is 100 milliseconds Send Billing Digits i Send International
97. col Selection for Trunk Span 7 AT amp T 4 55 Enter ISDN Protocol Selection for Trunk Span AT amp T 4 55 Ave all ISDN Trunk Spans running the same Frame y Available ISDN Frame Types 1 D4 2 ESF Enter ISDN Frame Type Selection ESF Are all ISDN Trunk Spans running the same Line Code y Available ISDN Line Codes 1 AMI ZCS 2 B8ZS Enter ISDN Line Codes Selection BZ 5 Of the range of ISDN Trunk Spans entered before which are ISDN Digital Station Trunk Spans 0 0 none 0 Trunk Spans 1 through 6 on this card are running ISDN NI2 protocol Trunk Spans 7 8 are running ISDN AT amp T 4ESS None of these trunk spans are being used as Digital Stations We have not changed any information on this card CPSEE TSP500 User Guide Version 4 0 Page 7 29 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit T Card 2 Enter of Trunk Spans 16 Enter of DSP Cores 64 Enter the Range of ISDN Trunk Spans include ISDN Digital Station Trunk Spans 1 4 0 none 1 4 Ave all ISDN Trunk Spans running the same Protocol y Available ISDN Protocols 1 AT amp T 4 55 2 AT amp T SESS 3 DMS 4 NI2 Enter ISDN Protocol Selection AT am
98. d Description MSG Message number MSG_NAME Encore Message Name LEN Length in seconds of the voice message Page 5 22 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 10 QMSG Commands Command Description NO_PORTS Number of times there were no DSPs were available to play a voice message Consistent counts may indicate a shortage of Encore Ports A TSP reconfiguration may be in order TRUNK QUEUE Current and Peak number trunks waiting for this voice message to begin When the message starts it plays to all trunks simultaneously FLAGS Internal message flags 0x0004 Message flagged for deletion 0x0008 Message flagged to check if still exists DSPS Current and Peak number of DSPs used to play this message PLAYS Total number of times this message was played 2 Note It is not a count of the number of parties that this message was played to Remember a single instance of a play can be con nected to multiple parties QPORT qp This command will display all Encore Voice Messages currently playing and the Stations or Trunks that are listening to the messages Table 5 11 QPORT Command Command Description DSP nth DSP that is being used to play the voice message MSG_NAME Encore Message Name This should be the name of a file in the usr vox di
99. d To Initialize CPSEE_TSP500 User Guide Version 4 0 Page 8 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger or El span failed to initialize This could be due to an invalid configu ration or perhaps the TSP was stopped and restarted too quickly Reboot the TSP If the problem continues contact SER TSP NAME 1 1 span xx is DOWN The specified or E1 span Out of Service due to network alarms Also occurs for ISDN lines when the D Channel goes down TSP NAME T1 E1 span xx is UP The specified or El span is back In Service This occurs when all net work alarms have cleared and the D Channel is back up for ISDN lines This message is only sent if a failed or E1 has recovered and been stable for 15 seconds TSP NAME Trunk xx Disabled too many consecutive errors NAME The specified trunk has been disabled due to too many consecutive errors The threshold for how many errors constitute many is configurable in the Dialing Rules Disabled trunks are retried at a later time also config urable in the Dialing Rules TSP NAME Conference Test Failed on Board xx Conference circuits are tested daily or by an Admin Terminal command This event signifies a conference circuit has failed the test and been taken of Service TSP NAME Switch Errors
100. d bit lines Not ISDN For basic configuration these values are assigned by the TSP Configuration program The settings depend on what they are connected to PSTN or PBX 1000 300 Adit 600 Channel Bank 0 0 VOIP Gateway 300 300 WaitlstDig The maximum time the Trunk Control Protocol waits for the first DTMF digit to arrive before presenting the inbound call to the TSP WaitForDig The maximum time the Trunk Control Protocol will wait for subsequent DTMF digits before presenting the inbound call to the TSP If other means of connecting to the TSP is implemented these values may need to be adjusted These values represent the parameters for collecting DNIS and ANI information Inbound Digital Stations Although the TSP does not need DNIS informa tion when connecting Digital Stations the Trunk Control Protocol will go through the motions based in these parameters This gives us some control over how quickly we will answer the call once presented with the inbound seizure For certain devices that may be used to connect to the TSP the inbound call will fail if we answer too quickly 3 How do I assign Outbound Digital Agents and Inbound Digital Agents agents on CPSEE TSP500 are Digital Agents and have trunks associated with them The spans associated with the digital station trunks are declared by placing a capitol D next to the span assignment in the trunks cnf file usr home cpstsp cps01 cfg trunks cnf Inbound Digit
101. d into the recording conference The TSP generates a file name using the supplied key in the received Pro tocol C message and adds a three digit sequence number and Alaw or MuLaw identifier Example assume a key of recording0001 The resulting file name would be recording0001 001 mu8 for the first file name generated MuLaw system Alaw systems will use 18 as the extension The DSP attached to the Digital Station Trunk of the Agent Station per forms the recording The TSP allocates three buffers Each buffer is 32 000 bytes will hold 4 seconds worth of audio Every 4 seconds the TSP will receive a buffer full event The TSP will write the contents of the buffer to the audio snip pet file on the RAM disk When one minute s worth of audio has been written the snippet file is closed and a new one opened The TSP will then send aM MOVE RECORDING command the Rec Watch daemon In the message the TSP will specify whether Rec Watch should move the snippet as a single file to the RecServer or whether it should concatenate the snippet to a file already existing on the RecServer If a file does not already exist one will be created using this first snippet In the concatenate mode the sequence number is dropped from the snippet filename when it is created on the RecServer Also in the M MOVE RECORDING message is a flag that tells Rec Watch if this is the last snippet or not It is only on the last snippet tha
102. diagnostic purposes the following changes were included in the TSP Entries the TSP log files records the actual assignments See the fol lowing example Assume the keyword MONITOR ASSIGN 169 2 7 10 40 49 223 Initializing Monitor Station Assignments 10 40 49 223 for monitor 169 station 2 assigned 10 40 49 223 for monitor 169 station 3 assigned 10 40 49 223 for monitor 169 station 4 assigned 10 40 49 223 for monitor 169 station 5 assigned 10 40 49 223 for monitor 169 station 6 assigned 10 40 49 223 for monitor 169 station 7 CPSEE_TSP500 User Guide Version 4 0 Page 4 21 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements assigned Admin Terminal command spstuff displays Monitor has Assigned Station List if a monitor has been restricted via the MONITOR_ASSIGN keyword Enter Command gt sp 169 Station 169 Matrix 0000082 mvip board 0 st 9 ts 20 lt 7fff local board 3 st 28 ts 0 lt 7f ff Dsp 1189 Assigned Dsp is listening to MTX 82c Queue stinact Digital Station trunk 937 Phone On Hook This Station has Manual Monitor Capability Monitor has Assigned Station List sflags 8100 tflags 0 zflags 0 preview queue current 0 Peak 0 Decibel Level Adjustment Feature When performing Client Monitor
103. ding the Admin Terminal 1 Customer Support can use the Admin_Terminal command stoptsp to shutdown the TSP application remotely You can select Activate_TSP to to restart the TSP 2 The Admin Terminal command quit is used to disconnect the Admin Terminal from TSP You must then press Enter twice to fin ish the disconnection process You will return to the TSP Main Menu 3 Immediately after starting the TSP application and entering into the Admin Terminal you will see Enter Command After entering a com mand it may take one to two minutes for the full application to start before you receive a response from the terminal This is normal 4 See TSP500 Admin Terminal Commands in Features and Enhance ments on page 4 1 of this document Page 3 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 The TSP Configuration Menu The TSP Configuration Menu has selections for each TSP500 configuration file Pressing Ese will bring you back to the Main menu TSP Configuration tsp500 eeqa ct ser con Copyright 2003 2004 SER Solutions Inc DialingRules ISDNConfiguration SyslogConfiguration Tools Trunks WriteCfigTo rchive Select Item Figure 3 2 The Configuration Menu Accessing the Dialing Rules Selecting Dialing Rules opens the dialing rules with the vi edit
104. dynamically loaded without rebooting the system of the configuration parameters that contain origination destination facility and Calling are dynamic Configu rations for signaling 29 Edit ISDN Configuration Span 12345678 ERE ERA EEE LEEK EER EEE EERE EERE EEE EERE BEER EEE EER EERE Transfer Capability Transfer Mode Transfer Rate User Info Layer 1 Network Signaling Behaviour Destination Number Plan Destination Number Type rigination Number rigination Number Type rigination Number Screen rigination Number Presentation Facility Feature Service Facility Coding Value Calling Name Plan Speech Circuit 64Kbits sec G 711 U Law Default ISDN National ISDN National User Provided Passed Presentation Allowed None None Facility IE Some spans have a different value default printed Item can be dynamically loaded Configuration Item Number or Name 4 to quit Figure 3 6 Editing the ISDN Configurations transfer and user are static Subscreens of the ISDN Configurations REE EERE eR ede dede dede EEE EERE EERE dd d d e n EEE d dk Edit ISDN Configuration l Transfer Capability AAA AAA EAA AAA AAAA AAA AANA AAA EAE EEE EERE SEAS AAA AAA RAAT Enter Value l Speech 7KHz Audio 2 3 Video 4 Undefined Name or Number q to quit d to use default current Transfer M
105. e Ports and Conference Bridge will be re calculated Unless directed by Engi neering these values should not be changed Card Information CPSEE_TSP500 User Guide Version 4 0 Page 7 15 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Card 1 Enter of Trunk Spans lt Current value gt Enter of DSP Cores lt Current value gt Enter the Range of ISDN Trunk Spans include ISDN Digital Station Trunk Spans 0 lt Current range gt Available ISDN Protocols lt List of available ISDN Protocols gt Enter ISDN Protocol Selection lt Current value gt The list of available ISDN Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 1 for the actual list displayed Available ISDN Frame Types lt List of available ISDN Frame Types Enter ISDN Frame Type Selection Current value gt The list of available ISDN Frame Types is dependent on the usage of T1 or El Lines Refer to Table 7 4 for the actual list displayed Available ISDN Line Codes lt List of available ISDN Line Codes gt Enter ISDN Line Codes Selection Current value The list of available ISDN Line Codes is dependent on the usage of T1 or E1 Lines Refer to Table 7 3 for the actual list displayed Of the range of ISDN Trunk Spans entered before which are ISDN Digital Station Trunk Spans none XCurrent range gt Ent
106. e do the following 1 gt Login to the TSP500 as root Edit the file containing filesystem information root tsp500 cd etc root tsp500 vi fstab Insert the entry at the bottom of the file See examples above Save the file Ensure the external drive is not already mounted root tsp500 mount If home tts is listed do the following root tsp500 umount home tts Otherwise proceed to the next step Mount the external drive root tsp500 mount a CPSEE_TSP500 User Guide Version 4 0 Page 11 3 This document is confidential and proprietary to SER Solutions and is not for external use Appendix 11 Accessing Text To Speech Page 11 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 12 Integrated Recording This section addresses configuration necessary for Integrated Recording It includes the following sections e Introduction e Components of Integrated Recording e Integrated Recording Operation CPSEE TSP500 User Guide Version 4 0 Page 12 5 This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording Introduction Integrated Recording is a software solution for recording Agent conversations with contacts and or conferencing parties The recording can have different uses depending upon the needs of the business custom
107. e local time of the TSP sending the event will be logged TLINE This command allows data and audio monitoring of the specified trunk Syntax tline trunk number station number This is useful command to judge the effectiveness of the Voice and Answer ing Machine Detection If entered without a station number only text mes Page 5 40 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands sages indicating the various states trunk has entered will be displayed If a Station Number is entered then the received audio of the trunk is piped to the station TONE_TIME 5 Caution Modifying these items can adversely effect tone detec tion on the TSP TPLAY LJ Note If voice messages are cre ated external to TSP they must adhere to the TSP for mat of 8Khz 8bit and U law or A law companding TRESET 5 Caution This command should NEVER be used on a busy trunk Depending on the state of the trunk this command may result in un predictable behavior Displays or alters the qualification times used for tone detection It tempo rarily overrides Dialing Rules keywords TONE_TIME1 and TONE TIME2 Syntax 1 gt lt time 2 gt tone_time lt tim Plays the specified Encore Voice Message to the specified Trunk Syntax play lt message name gt lt trunk gt The lt message name g
108. e numbers This is a trunk preference and not a guaranteed Page 6 10 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules assignment That is if at the time of the dial request no trunks are available in that specified trunk group a search will begin for a trunk in another group In order to dial internationally the install flag INTERNATIONAL must be set to a 1 If this flag is set all telephone numbers arriving at the TSP must have a three digit country pre pended to it even if it is a non international number For example if the INTERNATIONAL flag is set for a TSP in the USA USA numbers must arrive at the TSP in the form 0012035551212 001 is the country code for the USA INTRUSION TONE Some countries outside the USA require that an Intrusion Tone be played to agents and called parties if they are being monitored The frequency cadence and decibel level of this Intrusion Tone can be different for each country that requires it If the INTRUSION TONE keyword is NOT defined in the Dialing Rules file or is defined and set to zero there will be no Intrusion Tone injected into calls that are monitored If the INTRUSION keyword is set to one 1 the tone specified by the ITONE parameter in the tones def file will be injected into calls being monitored This includes both two party calls and conferences
109. e usage of T1 or E1 Lines Refer to Table 7 3 for the actual list displayed Of the range of CAS Trunk Spans entered before which are CAS Digital Station Tr k Spans lt Current ranges 0 Current value Displaying the Configuration The Initialize Configuration and Edit View Configuration options dis play a system level summary of the configuration and each card configura tion The output below is for a system with a CG 6500 0L STE card The summary screen looks as follows GOBWORGUR UR RON CR CR AAT AT AAA AT AAA AA AAA AUR AAA AA AAT AR M RUN RUN AUR CR A A A A A AU EEE EE Ge edes AT Rd Rd AAR d TP i Summary Gud d e dU d e d T United States CARD INVENTORY Trunk Cards CG 6500 01 8 CG 6500C 64 0L 8TE CG 65000 64 0L 16TE PORT INVENTORY Stations 48 Network Trunks 144 Encore Ports 55 Conference Bridges 20 The card level screen is displayed for each card defined in the system Card 1 corresponds to the card in Shelf Slot 1 7 and the screen looks as follows CPSEE_TSP500 User Guide Version 4 0 Page 7 17 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool EIEE IE kc oic AC EAC CAE AE EAE CAE AE EAE HE ACHE CHE AE alc lc IHC IC HE CAE COE AE CAC HCC AE CAE ACHE HE CAE AC
110. ed by CPS Enterprise Edi tion SRM This is because the RRM is tunneling through the CPS Enterprise Edition SIP and not interfacing with the CPS Enterprise Edition SRM pro cess To prevent conflicts with the Call ID generated by the SRM a fixed Call ID 10996 has been defined for exclusive use by the RRM Support has also been added for handling a message from the RRM This heartbeat is in addition to the heartbeat generated by CPS Enterprise Edition and is distinguishable by the fixed Call ID allocated to the RRM Once a heartbeat is received from the RRM the TSP500 will monitor the receipt of future heartbeats If it notices the loss of heartbeats from the RRM it will assume the RRM is down and terminate all current recordings If a subse quent M_HEARTBEAT or Recording command is received from the RRM the TSP500 will assume the RRM is back up The RRM talks to both the TSP500 and RecServer It is responsible for issu ing recording commands to the TSP and sending notifications to the Rec Server as well as the data associated with the audio recordings A protocol message M RECORD CONTROL has been defined This is the only message sent from the RRM to the TSP The Call ID field used in this message type is the fixed reserved call ID 10996 Keeping track of multiple recording sessions will be handled using the Agent ID field in the message and not by the Call ID Page 12 8 Version 4 0 CPSEE_TSP500 User
111. ed in Table 7 2 The Protocol Name is stored in the opt ser cfg trunks cnf file The TSP also supports AP2 CAS Protocol This is a non compelled R2 CAS protocol utilized in Australia Although targeted for Australia this protocol can be connected to the International Addit600 channel bank to provide an Analog Station solution in other countries Table 7 2 CAS Protocols Printed Name T1 or E1 Protocol Name WINK INBOUND T1 wi WINK OUTBOUND T1 wo WINK INBOUND OUTBOUND T1 wio IMMEDIATE INBOUND T1 immi IMMEDIATE OUTBOUND T1 imm Page 7 6 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Table 7 2 CAS Protocols Printed Name T1 or E1 Protocol Name MFC R2 INBOUND E1 rai MFC R2 OUTBOUND E1 r20 MFC R2 INBOUND OUTBOUND E1 r2io AP2 INBOUND E1 ap2i AP2 OUTBOUND E1 ap2o AP2 INBOUND OUTBOUND E1 ap2io Line Codes The available Line Codes are listed in Table 7 3 available Line Codes available vary with and E1 Lines Table 7 3 T1 and E1 Line Codes Line Code Algorithm T1 or E1 AMI ZCS Alternate Mark Inversion Zero Code Suppression T1 B8ZS Binary 8 Zero Suppression T1 AMI Alternate Mark Inversion E1 HDB3 High Density Bipolar 3 Code E1 Framing Types The available Framing Types are listed in Table 7 4 The Framing Types available var
112. ediately or ever copied over the permanent configuration files These directory names are supplied by the person running the configuration tool but they have a extension did deo de e KEKE EEE EEE Rode e dde ded EEE dd EEE Rok Ke de dd dd dd dd Restore Configuration REE d deo d dd EERE EE dde e ded de dd d EEEE l cfg Z 101720031132 2 fxidax Enter Directory Name or Number 4 to quit 2 re you sure that you want to restore friday n Y Updating Dialing Rules file done Do you want to download these configuration files y Do you want to view the log file to verify a successful download y By selecting a directory to restore the current set of configuration files is overwritten with the files from the directory selected Once the files have been restored you are asked if you would like to down load the configuration files If you answer the cards are downloaded and you are asked whether you would like to view the log file As in the Down load Configuration section it is important that you view this log file and ensure no errors occurred Search for err ERR or fail If errors have occurred contact customer support or engineering because the system is not in a good state and cannot run CPSEE TSP500 User Guide Version 4 0 Page 7 21 This document is confidential and proprietary to SER Solutions and is not for exte
113. eive port Once a valid message is received it is trans mitted out the send port intact The TspRelay does not modify the mes sage Rlogger is a program that sits on the TSP in the directory usr bin It pro vides the capability to send TspLogger messages from the command line or script files Rlogger use the same configuration parameters as the TspLogger specified in the syslog cnf file in the opt ser cfg directory rlogger hello world The above example would send the text hello world to the TspLogger CPSEE TSP500 User Guide Version 4 0 Page 8 13 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger Page 8 14 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 9 Intrusion Tone This section includes the following e Overview Implementing Intrusion Tone e Using Intrusion Tone CPSEE_TSP500 User Guide Version 4 0 Page 9 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 9 Intrusion Tone Overview Some countries outside the USA require that an Intrusion Tone be played to agents and called parties if they are being monitored The frequency cadence and decibel level of this Intrusion Tone can be different for each country that requires it Experience had shown that most if not all customers wil
114. em Requires a minute to complete please wait Downloading Cards please wait Do you want to view the log file to verify a successful download y lt View Download Log File gt T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit Refer to the Download Configuration section for an understanding of the contents of the download log file T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press 9 to quit eo ooo ooo ooo eoo ooo eoo The Initialization was completed successfully WARNING The system MUST be rebooted for these changes to take effect Press Enter to continue Edit View Configuration Option The Edit View Configuration option will prompt you to save a set of configu ration files if any information has been changed CPSEE_TSP500 User Guide Version 4 0 Page 7 19 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 X press q to quit Do you want to save the Configuration changes y Do you want to overwrite the current the configuration files n Ent
115. en added Example WAIT FOR SUPERVISION 1 Wait for Supervision before starting voice detection WAIT FOR SUPERVISION O Start voice detection immediately after dial launch CPSEE TSP500 User Guide Version 4 0 Page 4 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements The default for this keyword is off unless configured by Call Manager see below Protocol B support is being offered using a new message Ts Page 4 12 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Trunk Features and Enhancements New Trunk Utilization files Feature A new method of capturing trunk utilization history has been added to the TSP The new history files will be saved in a newly created directory under the log directory usr home cpstsp cps01 log tut The naming convention for the new files will be tuMMDD txt and will allow for 365 days of revolv ing history The content of the history file will be similar to the show util command in the AdminTerminal With the following exceptions e asterisk will be placed as the first character on the line that repre sent the time the snap shot was taken e To reduce the file size duplicate lines will be omitted e The label TrunkBound will be added to any line that contains
116. ent is confidential and proprietary to SER Solutions and is not for external use Appendix 11 Accessing Text To Speech Accessing Text To Speech Messages TSP500 has the ability to play an arbitrary Text To Speech TTS voice mes sage The creation of the TTS message is not the responsibility of the 5 500 but the TSP500 must have read access to the message Access to the message is to be provided by a Samba mount to an external drive You would mount the external drive locally to the path home tts To ensure that the drive is always mounted you must insert an entry into the etc fstab file An example of the entry is lt IP Address directory path local directory path username name password password additional options 0 0 OR Host Name directory path local directory path username name password password additional options 0 0 Example 10 2 109 245 audio home tts smbfs username eisadmin Shelton pass word admin defaults 0 0 Minnie Apps home tts smbfs username eisadmin Shelton pass word admin defaultsO 0 10 2 55 6 tts home tts smbfs defaults O 0 2 Note defaults rw suid dev exec auto nouser async Page 11 2 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix 11 Accessing Text To Speech Mounting the External Drive To mount an external driv
117. ent is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements D Nth minute of the day E Average Number of In Service Predictive Trunks during that minute F Percent of Predictive Trunks available G Percent of Trunk Bound condition during that minute H Number of samples typically 60 1 per second Average Number of active agents during that minute ZZ Trailer message contains no data Trunk Bound Alerts Sent to the SysLogger A Trunk Bound Alert message can now be sent to the SysLogger The TSP keeps track of the how much of each minute was spent in a Trunk Bound condition It will then report it to the Syslogger provided that e There is at least one Campaign open The SysLogger flag Send Trunk Bound Alerts to the TspLogger is turned ON The reason for the flag is that a TSP may be experiencing Trunk Bound conditions but the customer has no intention or addressing it Or while the customer waits for an upgrade to address the Trunk Bound condition he may want to suppress the alerts The reason for only sending alerts while there is at least one Campaign open is to suppress these messages during initialization or diagnostic test ing Page 4 14 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Billing Codes Feature
118. er One way to use Integrated Recording is for quality assurance purposes A Supervisor may want to review the call to ensure that the Agent is working with a provided script or to review the contact conversation for feedback for example Another common use of Integrated Recording is sales validation The record ing can be archived and reviewed later if there was a dispute on a purchase or if there are inconsistencies in the order Recording of the Agent can continue even after the called party has discon nected Occasionally this may be necessary to comply with contractual or legal requirements that direct the Agent to read a statement or script even if the called party hanged up The TSP500 has Integrated Recording capability for up to 192 simultaneous conversations Each conversation will result in a single file of merged audio including the agent and the other party that the agent is connected to called party or conference that transfers to a remote archive server See Also Integrated Recording Feature on page 4 5 Page 12 6 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording Components of Integrated Recording RAM Disk Recording Agent conversations on the TSP500 requires the following compo nents RAM Disk e Recording Server e Disk Monitor Daemon e Recording Resource Manager You must
119. er name and a directory will be created to store the files friday 99 If you answered to the question about overwriting the current configura tion files a backup copy of the current set of configuration files will be cre ated A directory is created containing the set of configuration files and is named cfg_ lt index_number gt _ lt date amp timestamp dir For example valid backup copy name would be cfg_3_110320031212 dir which means that this backup copy has an index of 3 and was created November 3 2003 at 12 12pm By answering n to that question you are prompted to enter a name in which to store the configuration files about to be created due to initializing or editing the configuration An extension of dir will be added to the name you sup ply such as in the case above the directory name will be friday dir Download Configuration Once a set of configuration files has been saved permanently then you may want to perform a download to ensure the files are valid To perform the download the TSP Application cannot be running When this option is selected the screen below is displayed Download Configuration Downloading Cards Do you want to view the log file to verify a successful download While downloadin
120. er Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 x press q to quit Remaining Number of Trunk Spans Available 5 Enter Number of Trunk Spans configured as CAS Group 1 5 5 Available CAS Protocols 1 WINK INBOUND 2 WINK OUTBOUND 3 WINK INBOUND OUTBOUND 4 IMMEDIATE INBOUND 5 IMMEDIATE OUTBOUND Enter CAS Protocol J 2 Station Information T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 id SER Solutions Inc Copyright 2004 press q to quit STATION INFORMATION Total Number of Stations Configured 168 Total Number of Spans used for Stations 7 Would you like the tool to determine the protocols needed for the Digital Stations by asking you a few questions y y T T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit Enter Number of Analog Stations 168 48 Enter Number of Digital Stations 120 48 Are these Stations 1 Remote Agent Dial Out 2 Nailup Enter item number 1 Enter Number of VoIP Stations 72 Are these Stations 1 Remote Agent Dial Out 2 Nailup Enter itera number 1 2 CPSEE TSP500
121. er ISDN using UUI Information Element User data will be sent in code set 0 using IA5 coding standards Support for ISDN protocol DMS250 Feature Support for ISDN protocol DMS250 has been added to the TSP configurator The TSP has always supported the DSM250 using the generic DMS protocol specification in the configurator However the DMS100 and DMS250 vary slightly in the manner they handle the Calling Name field Specifying DMS250 for DMS 250 switches will allow better handling of this field Page 4 16 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements New Country Feature v See also Support for India has been added to the TSP Initialize Configuration on page 7 10 for a list of coun tries CPSEE_TSP500 User Guide Version 4 0 Page 4 17 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Monitoring Features and Enhancements Silent Coaching Feature Silent Coaching is the ability for a supervisor to talk to an Agent without the called party hearing what the supervisor is saying The agent will be able to hear the supervisor even across calls conferences and in between calls In the past SER switches only supported barge This is when a supervi sor barges into the call A conference is created a
122. er Number of Trunk Spans configured as ISDN Group 1 18 16 Available ISDN Protocols 1 Australian Telecom 1 2 EMCA OSIG 3 Euro ISDN 4 France Telecom VN6 Enter ISDN Protocol 3 Enter Number of Trunk Spans configured as ISDN Group 2 2 Available ISDN Protocols 1 Australian Telecom 1 2 EMCAOSIG 3 Euro SDN 4 France Telecom VN6 Enter ISDN Protocol J 2 Station Information T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copynght 2004 press q to quit STATION INFORMATION Total Number of Stations Configured 130 Total Number of Spans used for Stations 6 Press Enter to continue kooo T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit kooo Enter Number of Digital Stations configured as CAS Group 1 180 0 TSP Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 A press 4 to quit Remaining Number of Digital Stations Available 180 Enter Number of Digital Stations configured as ISDN Group 1 180 Available ISDN Protocols 1 Australian Telecom 1 2 EMCA QSIG 3 EuroISDN 4 France Telecom VN6 Enter ISDN Protocol J 2 CPSEE TSP500 User Guide Version 4 0 Page 7 35 This document is co
123. er from kiwisyslog com Select System Tools System Tools are for monitoring signaling Page 3 14 Version 4 0 This document is confidential and proprietary to SER Solutions and is not for external use CPSEE TSP500 User Guide Chapter 3 Starting Configuring TSP500 TSP Tools st ct ser con lt c Copyright 2 SER Solutions Inc Select Iten Figure 3 24 TSP Tools AgTrace_3073 Enter Board Number 7 thru 2 7 Please wait AG Trace 3073 Started Enter q to stop tracing Figure 3 25 AgTrace_3073 Boardlnfo CG family command line tool V3 00 Apr 15 2003 c NMS Communications Found 5 board s Board SubSysID Bus Slot Shelf Slot Temp DSP Cores Trunks 6500 2 11 1 3 33 5 32 8 1 6500 2 12 1 4 34 0 32 8 2 6500 2 13 1 5 35 0 32 8 3 6500 2 14 1 6 345 64 8 4 6500 2 15 1 7 37 0C 64 8 Figure 3 26 Board Information example CAS Signals This program will monitor CAS Signaling Bits for the specified span Enter Board Number 7 thru 4 7 Enter Span Number 1 thru 8 or 16 11 SHOWSG9S Version 1 0 Apr 15 2003 Monitoring Trunk 0 slot 0 of agsw board 7 sending and receiving Sampling interval 1 second Figure 3 27 CAS Signals CPSEE_TSP500 User Guide Version 4 0 Page 3 15 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 ISDN Trace Do you want to Erase the old trace file y
124. er the Range of CAS Trunk include CAS Digital Station Trunk Spans lt Currentrange gt 0 none Current range Are all CAS Trunk Spans running the same Protocol lt Current value gt vailable C S Protocols List of available CAS Protocols Enter CAS Protocol Selection for Trunk Span 5 lt Current value gt Enter CAS Protocol Selection for Trunk Span 6 lt Current value gt Enter CAS Protocol Selection for Trunk Span 7 lt Current value gt Enter CAS Protocol Selection for Trunk Span 8 lt Current value gt The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 2 for the actual list displayed Are all CAS Trunk Spans running the same Frame Type Current value Available C S Frame Types List of available CAS Frame Types Enter CAS Frame Type Selection lt Current value gt The list of available CAS Frame Types is dependent on the usage of T1 or E1 Lines Refer to Table 7 4 for the actual list displayed Page 7 16 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Are all CAS Trunk Spans running the same Line Code lt Current value gt Available CAS Line Codes lt List of available CAS Line Codes gt Enter CAS Line Codes Selection lt Current value gt The list of available CAS Line Codes is dependent on th
125. erformed The flag field descriptor with the number one indicates the voice message is to be played immediately The play immediate option indicates the message is to be played immediately using the trunk s DSP Otherwise the message is placed on a one second timer queue and an Encore DSP is used to play the message The key field descriptor may contain a voice message name or optionally a relative path and a filename and extension If the key has an extension a search of the Text To Speech directory home tts for the existence of the key is per formed Otherwise a search of the Encore directory usr vox for the plus wav extension is performed When the non interruptible voice message completes playing a route request M ROUTE is sent to the Adjunct with a result code indicating the voice message completed SWR MSG PLAY DONE CPSEE TSP500 User Guide Version 4 0 Page 4 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Caller ID Name Feature You can specify Caller ID name on a dial by dial or global basis on the TSP Under control of the ISDN configuration tool in the TSP Caller ID Name can be sent in a variety of ways For instance it could be sent by Facility IE or Display IE and in variety code sets Check with your carrier to determine what method they are using and modify parameter 14 appropri
126. erred trunk group for Intra Latta Dials longwatt Preferred trunks group for Long Distance dials intlwatt Preferred trunks group for International dials Grp 0 4 Current Dialing Rules by trunk group LOCAL AREA Local Area Codes CODES Global Caller ID Global Caller ID Number if assigned Number Global Caller ID Global Caller ID Name if assigned Name VOICE_LEAKAGE 5 Caution Modifying this item can adversely effect voice detec tion on the TSP Allows changing the leakage time variable The default is 8 To set the value permanently use the VOICE LEAKAGE TIME keyword in the Dialing Rules Syntax voice leakage leakage time VOICE LENGTH 5 Caution Modifying this item can adversely effect voice detec tion on the TSP Allows changing the length of time variable The default is 8 To set the value permanently use the VOICE LEAKAGE TIME keyword in the Dial ing Rules Syntax voice length medium length long length CPSEE TSP500 User Guide Version 4 0 Page 5 43 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands VOICE_NOISE Allows changing the noise level The default is 81920 To set the value per manently use the VOICE_NOISE_LEVEL keyword in the Dialing Rules Caution Modifying this item can adversely effect voice detec tion on the TSP Syntax voice_noise lt noise level g
127. es to be saved Note If lt gt is displayed at the bottom of the screen press Enter to view additional coun tries supported T S P Configurator M Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press to quit ooo ooo eot Is this a CPS EE TSP Select the country where this system will be installed AE LEA AE AAS SELLA dee dee ER AE EEE EE T S P Version TSP_CFG 05 03 002 Jamary 10 2006 SER Solutions Inc Copyright 2004 M press q to quit ede LEA ek ede de LEE dee dee dde dee dede EEE dee deed dede dee Select the country where this system will be installed l United States 2 hastralia 3 Austria 4 Belgium 5 Brazil 6 Canada 7 Czech Republic 8 Dermark 9 Finland 10 France 11 Germany 12 Greece 13 Iceland 14 India lt more gt Enter Country Name or Item Number 1 RE ek oko dede k eX ede ek ode dk eod debe ee T S P Version TSP CFG 05 03 002 Jamary 10 2006 SER Solutions Inc Copyright 2004 press q to quit RE ek AER Ro LEA e eR de ek ede ek eod deb de eee Select the country where this system will be installed 15 Ireland 16 Italy 17 Japan 18 Luxembourg 19 Mexico 20 Netherlands 21 Norway 22 Philippines 23 Poland 24 Portugal 25 Russi
128. essage js 05 05 2004 11 59 01 User Critical 10210165 PortableTSP CTI Connection Closed 05 05 2004 11 58 47 User Critical 102 101 65 PortableTSP Adjunct shutting down 06 05 2004 11 58 26 User Info 10 2 101 65 PortableTSP Encore Messages Loaded 05 2004 11 56 07 User Notice 102101 65 PortableTSP CTI Connection Established 05 05 2004 11 54 58 User Alert 102582 tspdev2 T1 E1 span 17 is UP 05 05 2004 11 54 58 User Alert 102582 tspdev2 T1 E1 span 25 is UP 05 06 2004 11 54 44 User Alert 102582 tspdev2 span 25 is DOWN 05 05 2004 11 54 44 User Alert 102582 tspdev2 T1 E1 span 17 is DOWN 05 05 2004 11 53 56 User Crilical 10 2 101 65 PortableTSP CTI Connection Closed 05 05 2004 11 53 51 User Critical 10 2 101 65 Portable TSP Adjunct shutting down 05 05 2004 11 53 43 User Notice 10 2101 65 Portable TSP CTI Connection Established 05 05 2004 11 53 35 User Critical 10 2101 65 PortableTSP CTI Connection Closed 05 05 2004 11 53 27 User Alert 10 2 101 65 PortableTSP 1 1 span 4 is UP 05 05 2004 11 53 27 User Alert 102101 65 PortableTSP 1 1 span 8 5 UP 05 05 2004 11 52 57 User Alert 10 2 101 65 PortableTSP T1 E1 span 415 DOWN 05 05 2004 11 52 57 User Alert 102 101 65 PortableTSP T1 E1 span 815 DOWN 05 05 2004 11 52 40 User into 102 101 665 PortableTSP Encore Messages Loaded 05 05 2004 11 52 37 User Notice 10 2101 65 PortableTSP CTI Connection Established a 100 1MPH 1200 05 05 2004 Figure 3 23 The syslogg
129. essage name is the file name of the voice message including any extension The file will be written to the usr vox directory When this com mand is entered the user will hear a beep signifying it is OK to begin record ing When the user wishes to stop recording he she should press Enter again You can use the play command to ensure the voice message was recorded properly Although the filename of the voice message will be stored with a extension it should not be entered at the Admin Terminal Example Record hello 23 The above command will record a voice file named hello wav from station 23 It will be stored in the usr vox directory Establishes a Remote Loopback on the specified or E1 span Syntax rloop lt span gt The span is the card slot number displayed in the slots screen Any span that is in remote loopback will have the text R_LOOP displayed at the end of the line associated with that span Entering the same command again will toggle the remote loopback off Forces a toggle of the specified station s hook status Syntax shook station number or range of stations Page 5 26 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands SHOW sho This command displays information on a variety of components This command may be entered with the clear stats switch c or the
130. etection threshold was exceeded NA Not applicable at this time BPV Count of Bipolar Violations LSY Count of Loss of Synchronization FE Count of Framing Errors LOS Count of Loss of Signal indications At the end for each line may appear a LOOP or L_LOOP if the span is in some form of loopback mode SPAN This command is used to control the state of ISDN channels Currently unavailable because features of this command are not fully supported by the TSP s board venter NMS CPSEE TSP500 User Guide Version 4 0 Page 5 37 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands C Note Not all ISDN protocols sup port the above commands Table 5 25 SPAN Command CMD Function m Place specified ISDN span in Maintenance mode i Place specified ISDN span In Service Place specified ISDN span Out of Service Examples span 34m Place span 34 in maintenance mode span 340 Place layer 2 for span 34 out of service span 34 i Place layer 2 for span 34 in service SPSTUFF sp SRESET Displays a variety of information regarding the specified station This command can also be entered with a d option to display hex dump information related to the station Examples sp 34 Display information about station 34 sp 34 d Display hex dump of station 34
131. eyword Default Terminal Description VOICE_TONE_RATIO 393216 voice_ratio Used to discriminate between tone and voice VOICE_NOICE_LEVEL 81920 voice_noise Do not adjust VOICE_LEAKAGE_TIME 8 voice_leakage Do not adjust VOICE_TIME1 60 voice_time Voice Qualification time 1 millisec onds VOICE_TIME2 60 voice_time Voice Qualification time 2 millisec onds TONE_TIME1 60 tone_time Tone Qualification time 1 millisec onds TONE_TIME2 80 tone_time Tone Qualification time 2 millisec onds VOICE_ANSM_MLENGTH 1600 voice_length Duration of voice for a Medium Event VOICE_ANSM_LENGTH 2200 voice_length Duration of voice for Answering Machine VOICE_SILENCE_TIME 900 silence_time Duration of silence after voice for a live connect milliseconds VOICE_SILENCE_LEVEL 33 silence_db Silence threshold in decibels assumed negative ANSM_TIMEOUT 8 J If beep not heard within this time play Encore anyway seconds ANSM SILENCE 20 Start Playing Encore to Answering Machine after this period once a beep is heard 100ms tics 20 2 seconds PAMD METHOD O 4 1 old method 0 new method Page 4 26 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements New Commands New Dumb Terminal Commands Feature load misc A new option has been added to the load command The misc option per
132. fault silence period is set to four seconds and can be changed by using the keyword ANSM_SILENCE into the Dial ing Rules This keyword assigns the silent period in 100ms increments For example to change the silent period to five seconds insert ANSM_SILENCE 50 into the Dialing Rules then type load misc at the Admin Terminal To revert to the old method of detecting answering machine beeps insert ANSM_USETONE 1 in the Dialing Rules and type load misc at the Admin Terminal Answering Machine Detection Parameters Enhance ment New default Answering Machine Detection AMD parameters have been established For the new default parameters to take effect remove any previ ous AMD keywords from the Dialing Rules Previous Keyword values PAMD_METHOD 1 VOICE_ANSM_LENGTH 2000 VOICE_TONE_RATIO 196608 VOICE SILENCE LEVEL38 New Keywords values PAMD METHOD 0 VOICE ANSM MLENGTH 1600 VOICE ANSM LENGTH 2200 VOICE TONE RATIO 393216 VOICE SILENCE LEVEL33 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Version 4 0 Page 4 25 Chapter 4 Features and Enhancements Table 4 1 Voice Detection Parameters keywords and Admin Terminal commands for dynamic adjustments Admin K
133. ference not a guaranteed assignment That is if at the time of the dial request no trunks are available in that speci fied trunk group a search will begin for a trunk in another group LOCNAME This keyword identifies a line of text that will appear when Admin Terminal command ver is invoked This text can be anything but is usually delegated to the Customer Name and CPS Enterprise Edition number LONG WATT This keyword specifies the preferred trunk group to use when dialing Long Distance telephone numbers This is a trunk preference and not a guaranteed assignment That is if at the time of the dial request no trunks are available in that specified trunk group a search will begin for a trunk in another group MAX LOGSIZE This keyword defines the maximum size of a TSP log file in one megabyte increments The default is 520 520 megabytes There can be up to seven TSP log files one for each day of the week So the maximum disk space used for TSP logging will be seven times the value of this keyword 3 64 gigabytes TRUNK ERR This keyword defines the number of consecutive trunk errors that must occur before a trunk is temporarily disabled See keyword TRUNK CHECK TIME MEDIUM WATT This keyword specifies the preferred trunk group to use when dialing Intra Latta telephone numbers Intra Latta numbers are those numbers that are in our Area Code but not considered local This is a trunk preference and not a
134. for external use Chapter 7 TSP Configuration Tool hi T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press 94 to quit The Initialization was completed successfully Warning It is very important to reboot eek WARNING the system in order for the correct country information to The system MUST be rebooted for these changes to take effect be used Press Enter to continue CPSEE_TSP500 User Guide Version 4 0 Page 7 39 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Page 7 40 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger This section includes the following e Overview e Description e Configuration e SYSLOG Viewers Control Events e TspRelay CPSEE_TSP500 User Guide Version 4 0 Page 8 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger Overview TspLogger Rlogger CPSEE_TSP500 has the capability to log specified messages and events to a centralized logger When there are multiple TSPs it is desirable to provide a method of generating event messages and directing them to a centralized log ger These messages provide information on
135. g the lights on the NMS card will turn off then start blink ing If the span is connected to a valid T1 line the lights may become solid Once the files have been downloaded you are asked whether you would like to view the log file It is important that you view this log file and ensure no errors occurred Search for err ERR or fail If errors have occurred contact customer support or engineering because the system is not in a good state and cannot run Restore Configuration There may be a time when you want to recover a set of configuration files for some reason This may be due to a new set of configuration files not down loading correctly or a previous system configuration is needed Page 7 20 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Whenever you save a new set of permanent configuration files a backup copy of the current set is saved prior to overwriting A directory is created containing the set of files and is named cfg index number date amp timestamp dir For example a valid backup copy name would be cfe 3 110320031212 dir which means that this backup copy has an index of 3 and was created November 3 2003 at 12 12 pm In addition to these directory names there may be other directories that have been created to save a set of configuration files that were not imm
136. g down possible reboot or shutdown issued TSP NAME Manual Dial to xxxxxxxxxx from Stn xx This message is optional It will display the phone number and stations num ber from where the Manual Dial was launched This message is useful for centers to track unauthorized Manual Dials CPSEE TSP500 User Guide Version 4 0 Page 8 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger TspRelay 2 Note TSPRelay will initially only be available on Gateway systems using SCO 0s5 0 5 It will be released at a later time with Call Manager LJ Note CPSEE TSP500 systems that have direct network access to syslogger will not require the TSPRelay and will be able to use the syslog feature Quite often TSPs are on isolated networks behind Call Managers or Gate ways Access to a centralized logger directly may not be possible For these installations we offer a daemon called TspRelay that is installed on the Call Manager or Gateway This daemon will accept TspLogger messages from the TSP and forward them to the PC running the syslogger Two versions of the TspRelay are available e tsprelay for Call Managers Gateways running SCO Open Server e tsprelay_Ix for Call Managers Gateways running Linux The program tsprelay sco or tsprelay should be started as a daemon When started it will look in the ete directory for a file called relay conf
137. g outside the USA The dial what you get strategy requires the caller to enter the pound sign after the digits are entered In this manner any number including the addition of inter national access codes can be launched With this release a new keyword UNRETRICTED_MANDIAL has been added to the TSP If set to 1 the default is 0 the TSP will perform the dial what you get strategy even if it is in the USA This keyword can be changed dynamically and activated by typing load all at the Admin Terminal Example UNRESTRICTED 1 Digital Station Dials Enhancement Systems using Multi Country dialing include the three digit country code at the beginning of every number However it is not normally included in the Digital Station Dial telephone number Prior to this release the TSP was stripping the first three digits of the Digital Station number assuming it was a country code It no longer does this Therefore Digital Station Dials sent from the Adjunct should never include the country code Redials of Incompletes Feature The Install flag DO_NOT_RETRY controls whether or not to retry dials that resulted in a reorder please hang up and try your call again Under certain circumstances it may also be desirable to retry incompletes These are dials where no audio is heard by the TSP This version of the TSP allows incompletes as well as reorders to be retried one time before sending the dia
138. ge 5 21 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands TnAvail Holds the available Telephone Number Blocks The TSP is initialized with 4000 such blocks Every telephone number that arrives at the TSP requires a Telephone Number Block to house it Also any station that is off hook and not logged into a Campaign will have a Telephone Number Block to place any collected DTMF digits from the phone Tpldle Holds available trunks that have been assigned for Third Party Dialing only Tpend Holds Trunks waiting for acknowledgement that they have been successfully hung up Trbidle 0 4 These queues 0 through 4 hold the available trunks in each Trunk Group It is from these queues that trunks will be grabbed for Predictive Dialing A trunk is considered idle if it is on hook been through the mandatory rest time and is not assigned to some specialized trunk queue such as the Third Party Trunk Queue or Digital Station Trunk Queue Ttry Holds Out of Service Trunks Trunks on this queue will be tested periodically to see if they can be placed back in service Wvoice QMSG qm Calls in the process of doing Call Progress detection voice detection are stored here This command displays information concerning the playing of Encore voice messages The r flag rotates through the items on subsequent displays Table 5 10 QMSG Commands Comman
139. ge 6 5 for a detail description of the fields in this file TSP Dialing Rules VERSION a AUTO_LOG 287 287 bug 11f NAI_ZERO 1 Always 1 for the USA COUNTRY USA Host Country ALAW 0 0 ULAU 1 ALAW NUM_TRUNKS 1152 Number of Trunks Including Digital Stations NUM STATIONS 288 Number of Agents Including Digital Stations OUTBOUND DIGITAL TRUNKS 865 1152 These are trunks not stations 1 Figure 3 3 Dialing Rules File Modifying the ISDN Configuration ISDN Configurator SER Solutions Inc Copyright 2002 Edit Configuration View Configuration Reset Default Configuration Help Quit Enter Choice Figure 3 4 Modify Configuration menu for ISDN Overview The ISDN Configuration tool permits the configuration of each ISDN span The tool can either configure each span separately or all spans at once when there is no distinction between the spans Upon entering the ISDN Configurator three options are displayed Edit View and Help Page 3 6 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Option Edit Table 3 2 ISDN Options Description The Edit option will ask which span is being edited Enter the span number to be changed o
140. ged unless advised to do so by Engineering See keyword PAMD_METHOD VOICE_LEAKAGE_TIME A Caution This item is intended for engi neering use and should not be modified unless instructed to by engineering This keyword allows changing the noise level The default is 81920 VOICE_NOISE_LEVEL Caution This item is intended for engi neering use and should not be modified unless instructed to by engineering This keyword allows changing the leakage time variable The default is 8 VOICE_SILENCE_LEVEL This keyword specifies the maximum decibel level that is considered to be silence The value entered is assumed to be negative The default is 33db and should not be changed unless advised to do so by Engineering VOICE_SILENCE_TIME This keyword specifies in milliseconds the minimum length of a silence after voice has been detected before call analysis reports that live voice has ended The default is 800 milliseconds and should not be changed unless advised to do so by Engineering VOICE_TIME1 and VOICE_TIME2 This item is intended for engi neering use and should not be modified unless instructed to by engineering These keywords control the minimum voice time needed before voice begin event is sent VOICE_TONE_RATIO CPSEE TSP500 User Guide Version 4 0 Page 6 19 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans
141. h DISABLED_TRUNKS This keyword specifies a trunk or range of trunks that are considered dis abled As disabled trunks they will not be used for dialing and error reports on them will NOT be sent to the Call Manager This keyword is generally used to disable trunks that are expected to be out of service permanently or for an extended period of time Trunks can be entered either as individual numbers or ranges Example DISABLED_TRUNKS 3 5 17 29 DISPLAY IE TAG This keyword specifies a tag to be inserted into the Display IE for delivering Caller ID Name Nortel requires a 1 AT amp T on a 4e wants no tag Note The value associated with the keyword must be entered as decimal Example For a hex enter the following DISPLAY IE TAG 177 DOWNLOAD BOARDS This keyword indicates whether the NMS boards should be downloaded with firmware prior to starting the TSP application This keyword should always be set to one unless instructed by engineering to change it INBOUND This keyword specifies a trunk or range of trunks that are considered Inbound 2 only trunks Trunks be entered either as individual trunks or ranges Note le This keyword is generally xample NOT used The Call Manager or Gateway normally assigns trunks to be used as Inbound NBOUND 3 17 19 Trunks INTL_WATT This keyword specifies a trunk group preferred for use when dialing Interna tional telephon
142. he Protocol messages to and from Call Manager or Gateway Dial String Traces the dialed numbers It will display the Coun try trunk number actual phone number that arrived at the TSP and how the phone number was modi fied per the Dialing Rules Station Tones Traces the DTMF digits received from Digital Sta tion phones It displays the Station Number and tone received CPSEE TSP500 User Guide Version 4 0 Page 5 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Bug Trace Hook Status Table 5 1 Bug Traces Description Traces hook changes received from Digital Sta tions It displays the Station Number and hook state On or OFF DTI Events Traces NMS Digital Trunk Monitoring Events A description of these events can be found in the NMS Digital Trunk Monitor Service Developer s Reference Manual P N 9000 6392 Alarm Events Traces events and actions associated with trunk alarms on the TSP DSP Events Traces NMS DSP Events A description of these events can be found in the ADI Service Developer s Reference Manual P N 9000 62162 and the Voice Messaging Service Developer s Reference Manual P N 9000 6422 Conference Events Traces events and actions associated with Confer encing or Monitoring Call Events Traces events associated with NMS s Natural Call Control API Natu
143. he character is kept for backward compatibility and equates to a one second pause SPYLIST This keyword specified a station or range of stations that are allowed to Manual Monitor These are normal Agent Stations that are assigned Monitor capability You can assign a maximum of 32 This should not be confused with MONITOR ONLY stations that will be explained later L Note This keyword is generally NOT used The Call Manager or Gateway normally assigns trunks to be used as Third Party Trunks Stations can be entered either as individual numbers or ranges Example SPYLIST 3 5 17 29 THIRD PARTY This keyword specifies a trunk or range of trunks that are considered Third Party only trunks Trunks can be entered either as individual numbers or ranges Example THIRD PARTY 3 5 17 29 TONE FREQ 450 Page 6 16 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This item is intended for neering use and should not be modified unless instructed by engineering TONE_FREQ specifies the frequency of the tone to be detected after the tele phone number has been launched It is the mid range frequency of the expected tone The default value for this keyword is 450Hz TONE_RANGE This item is intended for neering
144. ide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules trunks cnf The trunks cnf file contains configuration information concerning the type of Trunk Spans installed in your CPSEE TSP500 It assigns the protocol to use on a per span basis when bringing up the CPSEE_TSP500 Although multiple spans may reside on a single NMS board the CPSEE TSP500 views each span as an individual entity Each span must be configured with the specific NMS protocol that will be used for that span Each span assignment also contains the letter T or D D stands for Digital Station and is used to assign agent stations to remote phones over a digital TIE line The specifies that the span be used for normal Out bound Inbound or Third Party trunks This file is built automatically by the TSP Configurator CPSEE TSP500 User Guide Version 4 0 Page 6 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules tsp cnf Dialing Rules The tsp cnf file is the Dialing Rule file Building Dialing rules can be some what complicated and quite often takes experience to utilize the full flexibil ity of the Dialing Rule scheme Although an in depth training course on Dialing Rules is outside the scope of this document the following is a short tutorial on building Diali
145. ides control over the inbound default strategy This com mand provides easy access to the options available in the Protocol B Message BC This command should only be used in house INSTALL This command allows dynamic setting of certain TSP features Entering install alone will display a list of options that can be installed Those of you familiar with the Call Processor and specifically the install command will recognize the format and method of activating the specific items For those of you not familiar with this method the specific items are turned ON and OFF by typing install followed by a hexadecimal value that repre sents a bit pattern associated with the items on the screen The MSN Most Significant Nibble is toward the bottom of the screen and the LSN Least Significant Nibble is toward the top Install items are non volatile That is they will survive a reboot or power cycle install Enter Command gt Install 100 0 Monitor Agents Between Calls 0 Disconnect Trunk to Trunk Transfer if connected too long 0 Allow Trunk Prep 0 Host Selects Agents 0 Use Monitor Key 123 when Manual Monitoring 0 Analyze Abandons for Answering Machines 0 Multi Country Dialing 0 Retry Dial Errors and Reorder tones 1 Connect Remote Agent Dials on Supervision 0 Connect All Dials on Supervision 0 Declare Answering Machine with no Supervision as Unknown SIT 0 The following is a list of options that
146. ile contains configuration items used by the application to run the system The keywords modified during ini tialization are COUNTRY ALAW and NAI ZERO The keywords modified during initialization and editing are NUM TRUNKS and NUM STATIONS This file is not new to the TSP500 cfig_data cnf Note he above configuration files _ The cfig_data cnf file contains the information necessary for the Configura ena aes will b ion Tool to recreate the current configuration of the system This file is wnen the files are re gener required to modify the configuration of a system ated CPSEE_TSP500 User Guide Version 4 0 Page 7 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Trunk Protocol Selection and Storage Information The available ISDN Protocol Variants are listed in Table 7 1 The NMS Variant Name is stored in the opt ser cfg trunks cnf file The NMS Down loadable Module name is stored in the card s configuration file opt nms cg cfg cg slot cfg Table 7 1 ISDN Protocol Variants Printed Name NMS Variant Name T1 or E1 S AT amp T 4 55 AT4 T1 c65igen AT amp T 5ESS E10 T1 c65igen DMS DMS T1 c65igen NI2 NI2 T1 c65igen Australian Telecom 1 AUS E1 c65igen EMCA QSIG QSIG E1 c65igen EurolSDN ETSI E1 c65igen France Telecom VN6 VN6 E1 c65igen The available CAS Protocols are list
147. ime zone Also select the GMT flag 3 Use hwclock to set the local time of the TSP in the hardware clock Example hwclock set date 2 20 03 18 24 00 utc note those are double dashes 4 Use hwclock to update the system clock hwclock hctosys 5 Reboot the TSP On a reboot the system time will be taken from the hard ware clock Page 2 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 This section includes the following Logging Into TSP e The Main Menu e The TSP Configuration Menu CPSEE_TSP500 User Guide Version 4 0 Page 3 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Logging Into TSP The TSP application is protected by a login and password You can access the application by either performing a Telnet to the session or by access a con sole To login to TSP enter the following Login cpstsp Password cpstsp Press Enter The CPSEE TSP copyright and Main Menu appears Page 3 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 The Main Menu The Main Menu has the following options Quit e Activate TSP e Admin Terminal e Configuration e Simulated TSP e
148. in the key field descriptor and the flag field descriptor function the same as described in Text To Speech TTS Messages section except that the message be interrupted by pressing a telephone digit key When the request has been satisfied or the timer has expired a route request M ROUTE REQ is sent to the Adjunct This ROUTE REQ message has been modified to send a new result code SWR COLL DONE indicating that digit collection completed If digits have been collected a new field descriptor user data is filled with the digits collected and sent to the Adjunct The user data field descriptor is designated with the letter Page 4 10 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Personnel Ring Back Feature Cell Phone companies in Europe and the Far East are beginning to offer a ser vice in which a called party will be able to provide a personalized ring back This personalized ring back could be melodies voice messages etc This service is called personalized ring back or PRB This creates a problem for voice and answering machine detection algo rithms Because the PRB will appear as voice or music there is no way of recognizing it as a valid ring back signal and it would normally be declared as either live voice or as an answering machine Although p
149. ing the audio level of the monitored call tends to be lower than that of the Client and Supervisor A new keyword has been added to the Dialing Rules CLIMON_GAIN that will specify some decibel level to increase the volume of the monitored call The default gain at present is 6db If customers are complaining of low volume when doing Cli ent Monitoring add this keyword and type load all in the Admin Terminal The range of adjustment is Odb through 12db Example CLIMON_GAIN 9 The above assignment would raise the volume of the monitored call by 9db Page 4 22 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Dialing Features and Enhancements Unrestricted Manual Dial Feature A TSP limitation of Manual Dialing in the USA is that the TSP is expecting ten digits Once it receives ten digits it will launch the dial and use area code and prefix to determine if the call is local or long distance In most cases this is acceptable However consider a TSP that is based in the USA but is con figured for Multi Country dialing Because of the USA rules on Manual Dial ing it is impossible to launch an International dial manually as soon as 10 digits are entered the dial attempts to launch This does not apply to TSPs based in other counties because the TSP uses a dial what you get strategy for Manual Dialin
150. ion Closed 05 05 2004 11 53 51 User Critical 10 2 101 65 PortableTSP Adjunct shutting down 05 05 2004 11 53 43 User Notice 10 2 101 65 PortableTSP CTI Connection Established 05 05 2004 11 53 35 User Critical 10 2 101 65 PortableTSP CTI Connection Closed 05 05 2004 11 53 27 User Alert 10 2 101 65 PortableTSP T1 E1 span 4 is UP 05 05 2004 11 53 27 User Alert 10 2 101 65 PortableTSP T1 E1 span 8 is UP 05 05 2004 11 52 57 User Alert 10 2 101 65 PortableTSP T1 E1 span 4 is DOWN 05 05 2004 11 52 57 User Alert 10 2 101 65 PortableTSP T1 E1 span 8 is DOWN 05 05 2004 11 52 40 User Info 10 2 101 65 PortableTSP Encore Messages Loaded 05 05 2004 11 52 37 User Notice 10 2 101 65 PortableTSP CTI Connection Established 100 1 MPH 12 00 05 05 2004 Page 8 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger TSP Control Notes The TSP will have some control over the messages that are sent to the TspLogger It is by the syslog command in the AdminTerminal The syslog command is similar to the install or options command That is it allows setting hexadecimal bits to control what messages are sent to the TspLogger The following shows the output of the syslog command Syslog Options 207f Emergency Alert Critical Error Warning Notice Info
151. ior to requesting Silent Coaching It can but does not need to e Only one Silent Coach is allowed per agent e Other Monitors on the call will NOT hear the coach Ifa monitor session is stopped Silent Coaching will automatically be stopped Silent Coaching is NOT supported for Manual Monitors Page 4 18 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Client Monitors can perform Silent Coaching The agent will hear both the Supervisor and Client e Silent Coaching spans individual calls That is coaching continues between calls e Silent Coaching is supported for conferences Client Monitoring for Conferences Enhancement Removed the restriction that Client Monitors could not monitor conferences Previously if a Client Monitor monitored a call and that call went into con ference the Client and Supervisor were removed from the monitoring ses sion This was to prevent the conversion of the Supervisor and Client being heard by the agent or called party Now the TSP will allocate a separate con ference resource for monitoring and eliminate the problem Client Monitoring for Outbound Remote Stations Feature Supervisor controlled Client Monitoring requires that a dial to the Client be established before the Supervisor enters a monitoring session Once monitor ing the Client is carried alo
152. isplay DSP related information This command can be entered with the rotate through switch r Table 5 16 show dsp Command Description DSP DSP number and name dspB lt Board gt S lt stream gt C lt channel gt Matrix Internal matrix number ListenTo Mtx Trunk Station DSP device the DSP is listening to and its matrix num ber Trunk Station and DSP are respectively displayed as T lt xxxx gt S lt xxxx gt or D lt xxxx gt where lt xxxx gt is the actual Trunk Station or DSP number Queue Name of the queue the DSP is currently on show dstation Displays a variety of information on Digital Stations This command can be entered with the rotate through switch r CPSEE_TSP500 User Guide Version 4 0 Page 5 29 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Table 5 17 show dstation Command Description DS Digital Station Number Type Type of digital station out outbound MTX Matrix number associated with this digital station HOOK Hook state ON or OFF Camp Campaign Number if logged into a campaign otherwise 0 ListenTo Matrix Trunk Station DSP device the digital station is listening to and its matrix number Trunk Station and DSP are respectively displayed as T lt xxx gt S lt xxx gt D lt xxx gt where lt xxx gt is the actual Trunk Station or DSP number Queue Name of
153. iting for calls CN Number of Agents talking on a call TNU Number of Telephone Numbers waiting to be dialed DIALS Current calls being Dialed TOTDL Total Dials CONNS Total Calls connected to agents SWT Short Term Agent Wait time WT Long Term Agent Wait Time ARATE Current Abandon Rate show cause Displays Campaign related information This command can be entered with the clear stats switch c Table 5 15 show cause command Description Cause Cause code as a decimal number hex Cause code as a hexadecimal number hex Application cause code as a hexadecimal number APP_Event Application event associated with this application cause code Count Count of occurrences of this cause code Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands show cmon This command will display any active Client Monitors in the TSP It will show Client ID The Client ID the Client logged into Caller ID of Client The originating telephone number of the Client State Either waiting or monitoring Station The station the client is currently listening to Example The Client that called in from 4037773434 and logged into Client ID 7777 is currently monitoring station number 5 Enter Command gt show cmon Client Caller ID ANI State Station 7777 4037773434 monitoring 5 show dsp D
154. its to arrive on an inbound call Write Configuration to Archive Selecting item G from the TSP Configuration menu will generate a TAR file of the current configuration It will have an automatic generate name with a time stamp based on the current date Creating tmp tspcfg0301041651 tar Completed Saving Configuration This tar file is normally returned to SER Main server name as a backup CPSEE TSP500 User Guide Version 4 0 Page 3 19 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Page 3 20 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements This section includes a list of features and enhancements and their descriptions It includes the following e Introduction e Restarting Protocols e Integrated Recording Feature e Agentless Campaign Feature e Text To Speech TTS Messages Feature e Caller ID Name Feature Collect DTMF Digits Feature e Personnel Ring Back Feature e Trunk Features and Enhancements Billing Codes Feature e User Data Features and Enhancements e New Country Feature e Monitoring Features and Enhancements e Dialing Features and Enhancements e Answering Machine Enhancements New Commands CPSEE TSP500 User Guide Version 4 0 Page 4 1 This document is confidential and proprieta
155. l result to the adjunct To ensure incompletes are only retried if the call center desires them to be retried a new dialing rules keyword was created RETRY_INCOMPLETES CPSEE_TSP500 User Guide Version 4 0 Page 4 23 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Example RETRY_INCOMPLETES 1 Incompletes will be retried RETRY_INCOMPLETES 0 Do Not retry incompletes The install flag DO_NOT_RETRY still has over all control over whether dials are retried The default for most customers would be to NOT retry reorders or incom pletes The default for the RETRY_INCOMPLETES is 0 and does not have to be entered in the dialing rules unless you wish the feature turned on Page 4 24 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Answering Machine Enhancements Detecting Beeps on Answering Machines Feature The method used to detect answering machine beeps involved waiting for the beep and then waiting a little longer to ensure it was the last beep Due to the variety and frequency range of beeps on answering machines the beep detec tion was proving not very reliable Therefore a new method of simply wait ing for a specified period of silence before playing the message is available and is the default method The de
156. l have it turned off The argument put forth by these customers was that they could not perform adequate quality control over their agents if the agents know they are being monitored The Intrusion Tone will be offered with a single cadence only 1 On and 1 Off Cycle This cadenced tone will be repeated for the life of the monitoring ses sion Generating multiple cadenced tones with NMS s tone generation func tions requires starting and stopping the DSP for each cadence It multi ple cadences is absolutely required then we could implement it as an audio file that loops like Music Hold However someone would have to generate the file Intrusion Tones can be configured for either single or multi frequency tones Because implementing Intrusion requires that the monitoring session be in a full conference the Client Monitoring feature will be disabled if Intrusion is being used Otherwise the called party and agent would hear the Monitor and Client Monitor s conversation Page 9 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use 9 Intrusion Tone Implementing Intrusion Tone When implementing the Intrusion Tone you acquire the following 1 Produce a tone compliant with the country where the TSP is located There is a tones def file in the usr home cpstst cfg directory of the TSP that specifies the charac
157. lation Events 1 Process SITS Via D Channel 0 Page 4 8 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements 0 0 0 0 Let Dials Complete On Campaign Close 1 Dont Route Inbound Calls 0 Always Beep Agent On Connect 0 Dont Answer On Timeout CPSEE_TSP500 User Guide Version 4 0 Page 4 9 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Collect DTMF Digits Feature The capability to collect Dual Tone MultiFrequency DTMP digits from the customer is available Upon receiving a request to collect digits the TSP500 optionally plays a voice message and collects the requested number of digits The TSP500 responds with a completion message when the digits have been collected To support the collecting of digits a new Protocol C Message M COLL DIGIT has been defined The M COLL DIGIT message requires the number of digits to collect and optionally the time to wait in seconds before digit collection expires and the terminating key to end digit collection If a timeout value is not supplied the timeout defaults to ten seconds If a ter minating key is not supplied the key defaults to the pound key Addition ally the M COLL DIGIT message permits the sending of a voice message to be played while collecting digits The voice message
158. le Configuration Modification e Sample El Configuration Initialization CPSEE_TSP500 User Guide Version 4 0 Page 7 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Configuration Tool Overview The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing The CPSEE TSP500 is a 1152 port switch that is provided in different configura tions The CPSEE TSP500 can support any multiple of inbound and outbound campaigns with up to forty in total The CPSEE TSP500 distinguishes between busy signals ring no answers number unobtainable tones fax modem answers disconnects and human voice any call attempts not answered by human voice live or recorded are terminated Busy signals and ring no answers can be scheduled for redial The TSP Configuration tool supports E1 and International In preparation for the release of the CPS Enterprise Edition system the tool updates the neces sary TSP Configuration files in the CPS configuration directory and the CPS Enterprise Edition configuration directory Page 7 2 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Using the Configuration Tool Requirements e You have a CPSEE_TSP500 switch running version
159. lection is always used This may not always be desirable For instance it may be necessary to transfer the call over a specific set of trunks An interim solution has been implemented in the TSP using a temporary key word TRANSFER that can be added to the TSP Dialing Rules This will allow selecting which group to use for this dial type The following are the only acceptable assignments TRANSFER GROUP 0 Use whatever is specified in the XFER DIAL message TRANSFER GROUP 1 Use the Trunk Goup TRANSFER GRPUP 2 Use the Third Party Trunk Group Example Let s assume that The TSP already has a Third Party trunks assigned but the Call Center wants to route Agentless Campaign calls over trunks 241 through 280 You would add the following keywords to the Dialing Rules and then stop and restart the TSP IVR TRUNKS 241 280 TRANSFER GROUP 1 Page 4 6 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Text To Speech TTS Messages Feature The ability to play an arbitrary TTS voice message has been added to the TSP500 The creation of the TTS message is not the responsibility of the TSP500 but the TSP500 must have read access to the message Access to the message is provided by a Samba mount to an external drive The external drive is mounted locally to the path home tts To ensure the dri
160. lines send ANI and DNIS in the ani dnis format What happens if no campaigns are configured with the Client ID that the Client logged in with The Client will be remain in the waiting state listening to music on hold until a Campaign is assigned the Client ID and the agent takes a call Can multiple Clients log into the same Client ID Yes However the TSP limits only four simultaneous monitors listening to the same agent So although multiple clients can log in only the first four will be attached to an agent The remainder will have to wait until the next agent connect How do I prevent a specific Client from logging in and monitoring If this is the only Client monitoring a specific Client ID you can do any of the following Change the password in the Client ID Password assignment Remove the Client ID Password assignment e Have the Call Manager de assign or change the Client ID of the Campaign s Remove the Strategy or the DNIS assignment to it If there are multiple Clients monitoring the same ID it is best to change the password and notify the remaining Clients of the change CPSEE_TSP500 User Guide Version 4 0 Page A 3 This document is confidential and proprietary to SER Solutions and is not for external use Appendix A Troubleshooting CPSEE_TSP500 Hard Drive Diagnostic All CPSEE_TSP500 s are installed with an IDE Smart Drive test reporting tool This tool reports the status of the
161. log files You can turn logging off via the log command You may first want to type bug 0 to prevent all the BUG mes sages from flooding the screen CALLING_NUMBER This keyword defines a global originating number to be sent as Caller ID information over ISDN lines The TSP allows originating information to be sent on a dial by dial basis campaign basis and a globally assigned basis The precedence is Note Caller ID Text can only be 1 Number by Number assigned by CPS Enterprise 2 Campaign Assigned Edition There is no keyword that assigns a default 3 Global Assignment The number assigned by this keyword can be overwritten by the Call Man ager or Gateway and usually is CLOCK_MASTER This keyword specifies the span to be designated the Primary Clock CLOCK_POLL This keyword specifies in seconds the time to wait between processing clocking information The default is five seconds which should not be changed unless advised to do so by Engineering CONN_THREAD This keyword is reserved for Engineering and should NEVER be modified unless instructed to do so by Engineering The default value for this keyword is Zero COUNTRY CPSEE_TSP500 User Guide Version 4 0 Page 6 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This keyword identifies which country the CPSEE_TSP500 is located in It is autom
162. mits the loading of the current Dialing Rules ACD Strategies ACD DNIS Table and some of the ISDN Configuration items into the TSP This list of Dialing Rules items is loaded by this option e AGENT_BEEP_TIME e ANSM SILENCE e ANSM TIMEOUT e CLOCK POLL DISPLAY IE TAG MAX LOGSIZE e EXTEND TIME TRUNK CHECK TIME e AREACODE DIGITS MAX TRUNK ERR TRUNK IDLE TIME LOCAL WATT MEDIUM WATT LONG WATT e INTL WATT LOCAL AREACODE LOCAL EXCHANGE TRUNK GROUP 0 4 e VOICE ANSM LENGTH e VOICE ANSM MLENGTH e VOICE TIMEI e VOICE TIME2 e VOICE SILENCE LEVEL e VOICE SILENCE TIME e 0 4 e OUTBOUND DIGITAL TRUNKS CPSEE TSP500 User Guide Version 4 0 Page 4 27 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Page 4 28 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands This section includes the following Introduction ist of Commands CPSEE TSP500 User Guide Version 4 0 Page 5 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Introduction Once connected to the TSP using the Admin_Terminal a variety of com mands some similar to Call Processor or TSP 300 commands are available to control the
163. n music on turns music on music off turns music off music on 3 turns music on and sets the gain 3 db music on 4 turns music on and sets the gain to 4 db Notes 1 Decibel changes are remembered and will survive a reboot 2 The Admin Terminal dial command has been modified to automati cally connect to Music On Hold when someone answers the call This will provide a mechanism to test Music On Hold 3 If the Music On Hold audio file e music wav in usr home cpstsp 01 needs to be changed you must stop Music On Hold music off Then you can replace the existing e music wav file and restart Music On Hold music on 4 If there is an e music wav present when the TSP stats up it will auto matically be turned on If you wish to permanently remove Music On Hold you should type music off at the Admin Terminal and then delete or re name the e music wav file This will ensure that Music On Hold is not automatically turned back on if the TSP is rebooted 5 The decibel setting is an absolute setting not a delta The default is Odb Zero is playing the file with no gain Installing Music On Hold To enable the system to play hold music 1 external PC create an audio file containing the music that you want the sytem to play The file must conform to the following telephony industry standards Domestic CCIT u Law 8KHz 8 bit mono nternational CCIT A Law 8 000 Hz 8 bit
164. n the usr home cpstsp cps01 utl exe directory CPSEE_TSP500 User Guide Version 4 0 Page 12 7 This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording The mount point for the shared drive is home EncWorkingData A subdi rectory EncImport is created for storing the audio files created by the TSP Disk Monitor Daemon The daemon process rec_watch exe must be started Its purpose is to move the audio files from their temporary storage on the RAM disk to the shared drive on the RecServer This daemon process will establish a socket connec tion with the TSP This connection will allow the TSP to control the move ment of the audio files from the RAM disk to the shared drive on the RecServer This daemon process is referred to as RecWatch in this document Rec Watch is integrated in the TSP500 software installation Because it requires the IP address of the RecServer the auto startup features are disabled at installation similar to the TSP500 application but can be activated by the installer Recording Resource Manager A remote node the Recording Resource Manager sends recording control messages Start Stop Pause Resume and Delete to the TSP500 using CPS Enterprise Edition SIP Protocol C messages arrive at the TSP500 using the standard CTI link However Call IDs generated by RRM process will not be synchronized with the Call IDs generat
165. nal Rules Supervisor coach does not need to establish a monitoring session prior to requesting Silent Coaching It can but does not need to e Only one Silent Coach is allowed per agent e Other Monitors on the call will NOT hear the coach Ifthe monitor session is stopped Silent Coaching will automatically be stopped e Silent Coaching is NOT supported for Manual Monitors Client Monitors can perform Silent Coaching The agent will hear both the Supervisor and Client Silent Coaching spans individual calls That is coaching continues between calls e Ifan agent places a call on hold the agent will still be able to hear the coach e Silent Coaching is supported for conferences VOICE ANSM LENGTH This keyword specifies in milliseconds the minimum length of time contin uous voice must be detected before classifying the call to be an answering Page 6 18 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules machine The default is 2200 milliseconds 2 2 seconds and should not be changed unless advised to do so by Engineering VOICE_ANSM_MLENGTH This keyword specifies in milliseconds the minimum length of time contin uous voice must be detected before classifying the call to be an answering machine The default is 1600 milliseconds 1 6 seconds and should not be chan
166. nd all parties can hear and talk to each other Silent Coaching was resisted in the past because it cannot be guaranteed that the called party might not hear what the supervisor is saying This is due to the nature of the two wire handset used by agents It is possible if the two wire interface to the handset is not perfectly balanced a portion of the audio received by the agent will bleed over onto the transmit side of the interface be heard by the other party With four wire interfaces like soft phones this is less likely to happen The ability to selectively perform Barge In or Silent Coaching will require adjunct development In the interim a new keyword will be added to the TSP dialing rules USE_SILENT_COACHING If this keyword is set to 1 then the current Barge In feature will be replaced with the Silent Coaching capability This will allow us to provide Silent Coaching capability to customers before adjunct development is completed Turning this feature on or off does NOT require a TSP restart The keyword can be changed dynamically by making the change in the DialingRules and activating it using the load all command in the AdminTerminal Example Rules SILENT_COACHING 1 Use Silent Coaching as the default SILENT_COACHING 0 Use Barge In as the default 4 Type load all at the AdminTerminal e The Supervisor coach does not have to establish a monitoring session pr
167. nd can be delivered in various configurations The TSP 500 can support multiple inbound and outbound campaigns up to ninety six in total depending on the adjunct the actual usable number may be less Currently CPSEE_TSP500 supports forty campaigns and Gateway can support up to sixty campaigns The CPSEE TSP500 distinguishes between busy signals ring no answers number unobtainable tones fax modems disconnects human voice and recorded announcements answering machines Page 1 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview CPS TSP500 System and Upgrades CPS TSP500 consists of three major components including the CPS TSP500 Application software NMS drivers and the TSP500 Configuration Tool This version operates on Red Hat Enterprise Linux Version 3 only TSP500 Systems being upgraded from version CPS TSP500 02 or earlier will require a pre loaded processor card which includes Red Hat Enterprise Linux Version 3 NMS NA2004 1 and 5 TSP500 03 000 or later TSP500 systems configurations should be rebuilt using the TSP Configu ration Tool to insure that all new capabilities are being utilized to the fullest CPSEE TSP500 User Guide Version 4 0 Page 1 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview System Capacity Slots The CPS_TSP5
168. network trunks on the system Trunk Information Enter Number of Trunk Spans configured ISDN Group 1 Available ISDN Protocols lt List of available ISDN Protocols gt Enter ISDN Protocol The list of available ISDN Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 1 for the actual list displayed The ISDN Groups represent the number of trunks spans running a particular ISDN Protocol The indicates that there is no limitation on the number of ISDN Groups You will be prompted for ISDN Groups until all remaining trunk spans have been assigned a protocol or a 0 is entered Remaining Number of Trunk Spans Available Number remaining gt Enter Number of Trunk Spans configured CAS Group 1 N Available CAS Protocols lt List of available CAS Protocols Enter Protocol Page 7 12 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 2 for the actual list displayed The CAS Groups represent the number of trunks spans running a particular CAS Protocol N indicates that there is no limitation on the number of CAS Groups You will be prompted for CAS Groups until all remaining trunk spans have been assigned a protocol Station Inf
169. nfidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press to quit ENCORE amp CONFERENCING INFORMATION Number of Encore Ports 198 Number of Conference Bridges 104 Do you want more Encore and less Conferences n Do you want more Conferences and less Encore n In this example we have defined 180 Stations using two CG 6500C 64 0L STE cards and a CG 6500C OL STE card The number of total channels avail able on this system is calculated by multiplying the number of trunk spans on card by the number of channels on 1 trunk span which is 30 on a E1 line So the equation is 8 x 30 8 x 30 8 x 30 240 240 240 720 Total Channels Since there 180 Stations the number of network trunks 16 720 180 540 Network Trunks 540 30 18 Trunk Spans We have determined that there are 18 Trunk Spans not being used for Stations that need to be configured Sixteen of those trunk spans are running ISDN EuroISDN and the remaining 2 trunk spans are configured as ISDN EMCA QSIG The 180 Stations are configured as ISDN EMCA QSIG The calculated Encore Ports and Conference Bridges derived from the num ber of each card type were not changed The summary of the system configuration is as follows
170. ng Rules Page 6 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Building Dialing Rules Tutorial The tsp cnf file is accessible through the Configuration item in the TSP menu Selecting the DialingRules item invokes vi edit of the tsp cnf file e The Dialing Rules file contains lines of configuration information with one item per line A single line must not exceed 80 columns e Each line of configuration contains a keyword followed by the data Keywords must use exact spelling and upper case characters only e Lines beginning with the Exclamation Character are ignored and assumed to be commented out Also any text following an Excla mation Character within the line is ignored and assumed to be com mented out Key Words of Dialing Rules The following keywords are shown with their default values As with all key words it is not necessary to actually place these keywords in the Dialing Rules file It is only necessary if you are modifying the default values AGENT_BEEP_TIME This keyword assigns the length in milliseconds of the Beep heard by agents C when a call is connected to the agent The default is 150 150 milliseconds Note Agents are beeped only for connected calls on Cam paigns running Answering Machine Detection ALAW This keyword assigns the
171. ng with the Supervisor They can communicate while simultaneously monitoring agents Launching the manual dial to the Client is no problem for regular nailed up agents When they go off hook they get dial tone and can dial For outbound remote agents it is a little different The TSP launches a dial to the Supervisor Agent When he answers there will be dial tone However in previous versions there was no way to re launch a dial to the Client without dropping the connection to the Supervisor and having the adjunct redial the Supervisor With this release the Supervisor can press the asterisk key on the telephone three times to drop any current call to the Client and have the TSP provide dial tone to the Supervisor In this manner the Supervisor can make multiple manual dials without actually going If more or less asterisks are desired the keyword NUM ASTERISKS can be specified in the Dialing Rules Example Set the number of asterisks required to drop a manual dial and provide dial tone to 4 NUM ASTERISKS 4 Restricted Monitors Enhancement This enhancement allows restricting Manual Monitors to specific stations It can be used to prevent Manual Monitors at different facilities serviced by the same TSP from monitoring each other s agents CPSEE TSP500 User Guide Version 4 0 Page 4 19 This document is confidential and proprietary to SER Solutions and is not for external use Chap
172. nning the same Frame y Available ISDN Frame Types 1 D4 2 ESF Enter ISDN Frame Type Selection D4 2 Are all ISDN Trunk Spans running the same Line Code y Available ISDN Line Codes 1 AMI ZCS 2 825 Enter ISDN Line Codes Selection 8875 Of the range of ISDN Trunk Spans entered before which are ISDN Digital Station Trunk Spans 0 0 none 0 Enter the Range of CAS Trumk Spans include CAS Digital Station Trunk Spans 5 8 0 none 5 8 all CAS Trunk Spans running the same Protocol y Available CAS Protocols 1 WINK INBOUND 2 WINK OUTBOUND 3 WINK INBOUND OUTBOUND 4 IMMEDIATE INBOUND 5 IMMEDIATE OUTBOUND Enter CAS Protocol Selection NONE 1 Ave all CAS Trunk Spans running the same Frame Type y Available CAS Frame Types 1 D4 2 ESF Enter CAS Frame Type Selection D4 Ave all CAS Trunk Spans running the same Line Code y Available CAS Line Codes 1 AMI ZCS 2 B8ZS Enter CAS Line Codes Selection AMI ZCS Of the range of CAS Trunk Spans entered before which are CAS Digital Station Trunk Spans 0 O none 0 5 8 petemtteeeetototototoeelollelolelelolelelollelololololololellelololelolololololelelelololololalelololololole T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 M press q to quit Card 3 Enter of Trunk Spans 8 Enter of DSP Cores 32 En
173. no buffer full events generated However there may be gaps between the snip pet recordings If snippets are not used then VCE is the preferred method If snippets are used ADI is the preferred method Page 5 24 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands RECSTATE This command display information about the state of the recording compo nents Example Enter Command gt recstate RecControl is UP RecWatch Daemon is UP RamDrive Space is OK ServerAccess is UP SharedDisk Space is OK RecControlCnt 0 RecCount Current 0 RecCount Peak 0 RecSuccess 0 RecFail 0 RecControl Displays the status of the link to the Record Management Module This Link is tunneled through the CTI link via the SIP Process On E2 If Protocol C recording control messages or Heart Beats are received from the Recording Control Modules the link is considered UP If the TSP stops receiving Heart Beats from the Recording Control the TSP will condiser the link is Down RecWatch Daemon Displays if the daemon is UP or DOWN The daemon is assumed to be UP if it has successfully established an IP connection to the TSP The TSP will reject any requests for recording until Rec Watch is UP RamDrive Space Displays LOW if the available space on the Ram Drive is below 5 Rec Watch monitors the available drive space
174. ns e 72 VoIP Stations that are Nailups The calculated Encore Ports and Conference Bridges derived from the num ber of each card type were not changed The summary of the system configuration is as follows Page 7 24 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool TSP Configurator Su United States CARD INVENTORY Trunk Cards CG 6500 01 8 1 CG 6500 64 01 8 0 CG 6500 64 01 16 1 PORT INVENTORY Stations 168 Network Trunks 408 Encore Ports 99 Conference Bridges 40 Press Enter to continue The configuration for Card 1 located in Shelf Slot 1 7 is as follows TSP Configurator Results Card 1 Slot 7 Network Trunk Spans 8 CAS Trunk Spans 0 CAS Timeslots 0 ISDN Trunk Spans 8 ISDN 192 Digital Station Trunk Spans 0 Encore Timeslots 55 Encore DSPs 26 30 Conference Bridges 20 Conference DSPs 3 22 25 rore trunk details gt Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 1 NI2 ESF B8ZS
175. ntents 4 This document is confidential and proprietary to SER Solutions and is not for external use Table of Contents e OO 6 3 tep enr Dialing PULS eiie tote tonne nt rins ctn nebst is Snc 6 4 Building Dialing Rules 6 5 Key Words or Dialing nc 6 5 Chapter 7 The TSP Configuration Tool 7 1 Configuration Tool OV CRUG Pr 7 2 Using the Configuration TOOL ions tunt eon 7 3 EOBUIEBITIOIRS usu addiert 7 3 m T 7 3 Text GS GINS 7 3 Configuration Files c 7 4 NMS Directory Structure aus carte E ate ient 7 4 TSP Configuration Directory Structure erint 7 5 Trunk Protocol Selection and Storage Information 7 6 Line COIS Sc P 7 7 Framing Mur 7 7 Card 7 8 Configuring the 7 9 Accessing Configuration 7 7 9 Configurator 7 9 Edit VIEW CoOnIIQuilallODi sci Fasten tette nq 7 14 S
176. ode default Speech Figure 3 7 ISDN Configuration Transfer Capability Page 3 8 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 kde dede EERE EERE EERE EEE EER EEE EERE EEE EERE Edit ISDN Configuration 2 Transfer Mode 1 Circuit 2 Packet 3 Undefined Enter Value Name or Number 4 to quit d to use default current Transfer Rate default Circuit Figure 3 8 ISDN Configuration Transfer Mode EEE ERE EEE EEE EERE EEE EERE EERE EERE EEE EERE EERE BEER EEE dd Edit ISDN Configuration s 3 Transfer_Rate 1 64Kbits sec 2 384Kbits sec H11_1536Kbits sec H12_1536Kbits sec 1920Kbits sec Undefined Enter Value Name or Number 4 to quit d to use default current User Info Layer 1 default 64Kbits sec Figure 3 9 ISDN Configuration Transfer Rate ae aicokc kc AC EAC CHE AC EAE oc ole i oc ole AE alc oi alcol A CAC CHE lc CAE AC CE COE alc Edit ISDN Configuration 4 User_Info_Layer_1 HEHE HE CAE HE HE
177. of Answering Machine Detection to be used DS See also The default value of this keyword is zero Keyword VOICE_ANSM_MLENGTH PAMD_METHOD 0 Allow NMS to determine voice length by indicating an interim time PAMD_METHOD 1 Determine voice length by timing voice begin to voice end Caution These changes are for engi neering and should not be acti vated without their approval RECEIVE PORT This optional key word assigns the port that the TspRelay listens to This key word is not needed if the default port of 514 is used Example RECEIVE PORT 1199 REVERSE STATIONS This keyword indicates that the stations will be mapped to digital trunk spans in the reverse order starting at the last span This will allow customers to add stations without moving cables Page 6 14 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Example REVERSE_STATIONS Value Digital Trunk 0 1 Spans 37 1 24 49 72 38 25 48 25 48 39 49 72 1 24 RNA_EXTEND_TIME This keyword specifies the number of seconds to extend call analysis if the Ring No Answer timeout has occurred but the call has been answered RULE_0 through RULE 4 There are five trunk groups within the CPSEE_TSP500 Trunk Group 0 is the default for all trunks not assigned elsewhere Each trunk group has
178. of the RecServer and informs the TSP when it is low and when enough space has been mad available to resume recording If RecWatch reports low drive space the TSP will stop recording until space is restored Server Access Displays whether the Rec Watch daemon can successfully access the shared drive on the RecServer Specifically RecWatch checks its ability to access the home EncWorkingData ImportData directory on the RecServer If Rec Watch cannot access the directory the TSP is notified and recording stops SharedDisk Space Displays LOW if the available space on the shared drive of RecServer is below the configured minimum 4 G bytes CPSEE_TSP500 User Guide Version 4 0 Page 5 25 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands RecControlCnt The Number of control messages received from the Recording Manage ment Module RRM RECORD rec LJ Note If voice messages are cre ated external to TSP they must adhere to the TSP for mat of 8Khz 8bit and U law or A law companding RLOOP Note This feature is not available at this time SHOOK 5 Caution This command should NEVER be used on a live system It is intended for engineering use only or systems running in simulation Records the specified Voice Message from the specified Station Syntax record message name station number The m
179. olds available Message Control Blocks When an Encore Voice Message is loaded the TSP grabs a Message Control Block from this queue and assigns it to the announcement Mcbinuse Holds Message Control Blocks that are in use When an Encore Voice Mes I sage is loaded the TSP grabs a Message Control Block from the McbAvail Note Examining the cuirent count queue and places it on the McbInuse queue will tell you the number of voice messages loaded into the TSP MpAvail Holds available Message Port Blocks Message Port Blocks are the data structures for the DSPs used for recording or playing Encore Voice Messages MpDead Holds Out of Service DSPs used for recording or playing Encore voice mes sages If the TSP fails to Play or Record on a specific DSP or otherwise indi cates an error with the DSP the data structure associated with the DSP is placed on this queue 5 20 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Holds Message Port Blocks currently in use When an Encore Voice message is played to one or more station or trunks it is played out of the DSP associ ated with the data structure on this queue When the message play completes the Message Port Block is placed back on the MpAvail queue SpyAvail Holds data structures associated with Conference Blocks It is from thi
180. or The vi edi tor is a screen editor that operates in a command or data mode You enter the command mode by typing See Also session without saving changes you would type q Table 3 1 identifies a list of commands and their key value Key Words of Dialing Rules on page 6 5 for a detail description of the fields in this file 66 99 and the command For example to quit the vi Table 3 1 Red Hat Linux VI Commands Command Description vi lt file name gt Opens a file for editing h Moves cursor one location to the left Moves cursor one line down Moves cursor one line up Moves cursor one location to the right Enter insert mode at location of cursor Replace character Enter overwrite character mode Enter append character mode Enter append character mode at the end of the cur rent line Write out current file CPSEE_TSP500 User Guide Version 4 0 Page 3 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 Table 3 1 Red Hat Linux VI Commands Command Description Quit current edit session x Deletes character at the cursor dd Deletes current line p Paste of line in deleted line buffer lt Esc gt Breaks out of a character mode edit command See Also Key Words of Dialing Rules on pa
181. or engineering use This file can be used by engineering to analyze voice detection only Syntax capture tnum telephone number CAPTURE TRK AUD Allows automated recording of the next n calls Call is recorded for a maxi mum of 60 seconds or until it is disconnected Recorded files are placed in the home taudio directory Also created is taudio log file containing the tline output for the recorded calls Note Intended for engineering use Syntax only capture trk aud lt num calls t trunk number s station number m trunk number u CAUSE 5 Displays or alters the current ISDN cause code to TSP event mapping Caution Modifying this mapping could Syntax result in inaccurate classifica tion of dial results cause lt ISDN Cause Code hex gt APP Event hex CFIG Displays multiple pages of TSP configuration Pressing Enter will display the next page The information displayed is the internal TSP s configuration that was generated by reading the tsp cnf file in cfg directory For example usr home cpstsp cpsOl cfg CLOCK Displays the current T1 E1 clock status CPSEE TSP500 User Guide Version 4 0 Page 5 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Syntax clock s u The s switch displays the current clock status If no switch is supplied the 5 switch is as
182. ormation Total Number of Stations Configured Value from lst screen Total Number of Spans used for Stations Calculated value Would you like the tool to determine the protocols needed for the Digital Stations by asking you a few questions y 2 Note Only systems using T1 Lines are asked this question By responding yes the follow ing three prompts are dis played Enter Number of Analog Stations Enter Number of Digital Stations Are these Stations 1 Remote Agent Dial Out 2 Nailup Enter item number 1 Enter Number of VoIP Stations Are these Stations 1 Remote Agent Dial Out 2 Enter item number 1 L Note Systems using T1 Lines that responded no to the above question and systems using E1 Lines will be prompted for the following items TE EA EAA AERA EEE AEE EEE 5 Configurator SER Solutions Inc Copyright 2003 q to quit EERE EEE sf EEE EEE Enter Number of Digital Stations configured CAS Group 1 N Available CA3 Protocols lt List of available CAS Protocols gt Enter CAS Protocol The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines Refer to Table 7 2 for the actual list displayed CPSEE_TSP500 User Guide Version 4 0 Page 7 13 This document is confidential and propriet
183. ory address of the queue e Current count of elements on the queue e Peak elements on the queue at any one time Looking at the current and peak counts of these queues may help engi neering in diagnosing certain problems The following is a description of the various queues BeepQueue Holds stations currently being played a beep tone BeepTimer Holds stations currently being played a warble tone Page 5 18 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands CampBusy Holds the Campaign data structure for Campaigns that are opened By look ing at the current and peak counts you can tell if any Campaigns are currently opened and the most Campaigns that have been opened at any one time If the peak is zero then no Campaigns have ever been opened since the TSP was Started CampClose Holds the Campaign data structure for any Campaigns that are in the process of closing Campaigns will not actually close until all current calls are han dled Campldle Holds the Campaign data structure for idle campaigns As Campaigns are opened the current count should decrease for this queue CardExcess Holds conferencing resources that are unavailable for use Hold conferencing resources that are available for use ComTask Holds Protocol B messages from the adjunct It is from this queue th
184. owed Explicit 4 Presentation_Allowed Enter Value Name or Number 4 to quit d to use default current Facility_Feature_Service default Presentation_Allowed Figure 3 17 ISDN Configuration Origination Number Presentation AKA HKALE THAT AAA AHA TARTRATE ATER Edit ISDN Configuration 12 Facility Feature Service KEKE KEKE RARR EKA TEA EAA ETAT EKER TEE ERATE EAE 1 Feature 2 Service 3 None Enter Value Name or Number 4 to quit d to use default current Facility Coding Value default Service Figure 3 18 Configuration Facility Feature Service This parameter must be con figured to service 4 55 tocols CPSEE TSP500 User Guide Version 4 0 Page 3 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 EEE dde ERE EEE EERE EEE SEER EEE EEE ede LEER EER EERE Edit ISDN Configuration 13 Facility Coding Value RRRA RERE CPN SID Preferred BN ANI Preferred CPN SID Only BN ANI Only Call Associated TSC Clearing Unavailable perator Pre subscribed Common Carrier SDN MEGACOM 800 MEGACOM ACCUNET International Long Distance International 800 ATeT_MultiQuest None Enter Value Name or Number 4 to quit d to
185. p T 4ESS Are all ISDN Trunk Spans running the same Frame Type y Available ISDN Frame Types 1 04 2 ESF Enter ISDN Frame Type Selection ESF Are all ISDN Trunk Spans running the same Line Code y Available ISDN Line Codes 1 AMI_ZCS 2 825 Enter ISDN Line Codes Selection 8875 Of the range of ISDN Trunk Spans entered before which are ISDN Digital Station Trunk Spans 0 0 none 0 Enter the Range of CAS Trunk Spans include CAS Digital Station Trunk Spans 5 16 O none 5 16 all CAS Trunk Spans running the same Protocol n Available CAS Protocols 1 WINK INBOUND 2 WINK OUTBOUND 3 WINK INBOUND OUTBOUND 4 IMMEDIATE INBOUND 5 IMMEDIATE OUTBOUND Enter CAS Protocol Selection for Trunk Span 5 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 6 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 7 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 8 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 9 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 10 WINK INBOUND Enter CAS Protocol Selection for Trunk Span 11 WINK INBOUND Enter CAS Protocol Selection for Trunk Span 12 WINK INBOUND Enter CAS Protocol Selection for Trunk Span 13 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 14 WINK OUTBOUND Enter CAS Protocol Selection for Trunk Span 15 IMMEDIATE INBOUND Enter CAS Protocol Selection for Trunk Span 16 IMMEDIATE INBOUND Are all CAS
186. pport Issues 4 17 SYSLOG 5 39 Syslog viewers 8 6 SYSLOG_NAME 8 5 Syslogger Trunk bound alerts 4 14 System Configuring 7 9 System Tools 3 14 T T1 Configuration Sample 7 28 Talkque 5 21 Tdisabled 5 21 Text To Speech 4 7 11 2 Thang 5 21 third party 6 16 Tied 5 21 Time Date Setting 2 6 TLINE 5 40 TnAvail 5 22 Tone Keywords 6 5 TONE FREQ 6 16 TONE RANGE 6 17 TONE TIME 5 41 6 17 CPSEE TSP500 User Guide Version 4 0 Index 3 This document is confidential and proprietary to SER Solutions and is not for external use Index TONE_TIME1 6 17 VOICE LEAKAGE TIME 6 19 TONE_TIME2 6 17 VOICE NOISE LEVEL 6 19 TOSSED MESSAGES 6 17 VOICE 6 19 Tpend 5 22 VOICE 2 6 19 Tpldle 5 22 VOICE TONE RATIO 6 19 TPLAY 5 41 W Trace View file 3 16 Write Trbidle 5 22 Configuration to Archive 3 19 TRESET 5 41 Wvoice 5 22 Trunk Alerts to Syslogger 4 14 Board number 3 18 Information 7 12 Protocol 7 6 Type 3 18 Utilization files 4 13 Variant 3 18 Wait for digit 3 19 Wait for first digit 3 19 trunk check time 6 17 trunk idle time 6 18 Trunk Storage 7 6 TrunkGroups 6 17 Trunks View file 3 17 trunks cnf 7 5 TSP Configuration directory structure 7 5 TSP Control 8 7 tsp cnf 7 5 TSP500 Background 1 4 TspLogger 8 2 Configuring 8 4 TspRelay 8 12 Ttry 5 22 TTS 11 2 TUT Files 4 13 U Unrestricted manual dial 4 23 User Data 4 16 V voice ansm length 6 18 Voice Detection parameters 4 26 voice silence le
187. r ALL to indicate the changes affect all spans The next screen displays the configuration items available and the current definitions If editing one span the current definitions apply to only that span If editing ALL spans the definitions either apply to all spans or the default value is being displayed If the default value is being displayed at least one span has a different value for this configuration item The default value is indicated by an asterisk before the definition name Once a configuration item is selected to be changed by either entering the configuration item number or the name another screen is displayed listing the options available for this configuration item or a prompt requesting the text string be entered By entering the number of the option selected or the name or the text string followed by the enter key will return you to the Con figuration item screen Enter q at any time will return you to the previous menu Upon entering q at the span prompt you will be prompted if you would like to save any the changes made Replay yes or View The View option allows you to view the current set tings for an individual span or all spans If all spans is selected you will be shown one screen for each span and entering q at a prompt will return you to the main menu Help The Help option displays this user information from his section file Quit The Quit option exits you from
188. r Guide Version 4 0 Page 6 17 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Trunks can be entered either as individual numbers or ranges Example TRUNK GROUP 1 3 5 17 29 TRUNK IDLE TIME This keyword defines the minimum time a trunk must rest in seconds before being used again The default is four seconds USE SILENT COACHING LJ Note Due to the nature of two wire telephony it is possible for some of the audio reaching the agent s handset to bleed over onto the transmit side of the telephone connection If this were to happen other parties may hear the coach This is external to and outside the control of the TSP Silent Coaching is the ability for a supervisor to talk to an agent without other parties on the call hearing the supervisor If this keyword is set to 1 then the current Barge In feature will be replaced with the Silent Coaching capability This will allow us to provide Silent Coaching capability to customers before adjunct development is completed Turning this feature on or off does NOT require a TSP restart The keyword can be changed dynamically by making the change in the DialingRules and activating it using the load all command in the AdminTerminal Example Add the following line to the DialingRules USE_SI ENT COACHING 1 Type load all at the AdminTermi
189. r given If a trunk number is supplied the trunk must have been previously disabled using the disable command Syntax dial telephone number trunk number When the dial is launched it is connected to the music on hold port If music on hold is configured on the TSP the answering party will hear it Otherwise the answering party will hear silence Disables the specified trunks It can also be used to disable DSP s or Confer encing on speccific NMS boards Syntax disable trunk or range of trunks Trunk numbers can be entered as single trunks numbers or a range of trunks by separating the trunks numbers with a dash Disabling trunks will prevent their use for dialing The disable condition will exist until they are enabled via the enable command or the TSP is restarted Examples disable 7 disable 7 9 14 19 24 disable 1 24 73 96 As stated above this command disables trunks from being used for outbound dialing It does not physically disable any hardware or line protocol If an Inbound call arrives on a disabled trunk it will be handled normally DSP s and Conferences can be disabled by the following syntax Syntax disable dsp lt dsp or range of dsp s gt Examples disable dsp 122 disable dsp 14 43 CPSEE TSP500 User Guide Version 4 0 Page 5 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands ENABLE 2
190. ral Call Control is NMS s generic API used for Call Setup across a variety of Network Interfaces A description of these events can be found in the NMS Natural Call Control Service Developer s Reference Manual P N 9000 6708 Application Events Provides additional tracing information typically associated with NMS events Lights This option traces the Protocol B messages associ ated with the Light Display The light display is not currently supported on the CPSEE_TSP500 CONNECTS Traces the low level functions used for time slot connection on the Telephony Buss ACD Traces the Interactive Voice Response IVR calls CLOCK Traces changes to the T1 E1 clock CALL Displays the ISDN parameters defined for the specified span LJ Note Intended for engineering use Syntax call lt span gt Allows recording of raw audio signals for use in voice detection analysis Page 5 4 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands L Note Intended for engineering use Syntax capture file name Matrix Number in only hex CAPTURE TNUM Automatically records the call progress audio of the specified telephone number the next time it is launched A file in the form v telephone number gt wav will be created in the usr vox directory Note f
191. ranch of the structure contains the necessary files for the type cards The cfg directory underneath contains a configuration file for each of the CG cards installed in the chassis These files are named cg lt slot gt cfg where slot indicates the Slot portion of the Shelf Slot The cards in the chassis must be loaded from the bottom slot Shelf Slot 1 7 to the top slot For example the file cg7 cfg contains the configuration for CG 6500 card installed into Shelf Slot 1 7 There will always be a cg7 cfg file and additional cards will be loaded into Shelf Slot 1 6 followed by Shelf Slot 1 5 etc The cg lt slot gt cfg configuration files contain the number of trunk spans on the card and the trunk protocol running on each of those spans ISDN or CAS It also contains how each DSP is used A DSP can be assigned for a trunk protocol Encore and Tone Ports or Conferencing There is notable lim itation on CG cards that permit only one ISDN variant to run on a card For example a card can run 4 55 or 5ESS but it cannot run 4 55 and 5ESS The ctaccess branch contains a configuration file for conferencing that is located under the cfg directory The conferencing configuration file cnf cfg contains the DSPs assigned for conferencing on each card Page 7 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use
192. re a Monitor to monitor itself or other Monitors but this type of configuration will be ignored at runtime The following are some examples of assigning Agent Stations to Monitors In the examples Monitor Stations 4 5 6 and 7 are assigned to various Agent Stations MONITOR ASSIGNA 1 24 MONITOR ASSIGNS5 25 48 Page 4 20 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements MONITOR_ASSIGN6 1 48 MONITOR_ASSIGN7 49 57 77 97 104 109 MONITOR_ASSIGN7 120 128 From the above examples it should be clear that Different monitors can be assigned to monitor the same agents Monitor 6 can monitor all of Monitor 4 and Monitor 5 s agents Either ranges or single agents can be assigned e Multiple configuration lines are allowed for the same Monitor See Mon itor 7 Further notes e Monitor Stations do not have to be excluded from the Agent Stations The TSP will ignore them See example below both are acceptable Example MONITOR ASSIGN 4 1 24 MONITOR ASSIGN 4 1 3 5 24 e Ifa Monitor is specified with no agents the Monitor will be unable to monitor anyone Example MONITOR ASSIGNA From within the TSP application the Admin Terminal load command using the misc or all argument is used to activate any changes Example load misc or load all For
193. rectory or the pmt directory PORTS Stations or Trunks listening to this instance of the voice message The Sta tions and Trunks are displayed as S lt xxxx gt or T lt xxxx gt where lt xxxx gt is the actual station or trunk number QUIT Exit the Admin_Terminal RECBITS Displays a Record Options mask similar to the install and options masks The appropriate bits can be modified to alter the behavior Example Enter Command gt recbits CPSEE_TSP500 User Guide Version 4 0 Page 5 23 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands RecBits 0 Recording Required 0 Move File 1 Concatenate File Record 1 Minute Snipits Use Closing Threads Use VCE instead of ADI C CQ oo O C Recording Required If this bit is set then the TSP will stop dialing if any of the recording compo nents are not operational 0 Move File 1 Concatenate Defines whether snippet files should be moved or concatenated Record 1 Minute Snippets If this flag is turned off then TSP will record a single audio file rather than 1 minute snippets Use Closing Threads Specifies whether a thread should be used to close audio files This also affects TTS and should normally be set to one Use VCE instead of ADI Specifies to use the alternate method for recording Under VCE there are
194. ress simultaneously are printed in bold type and separated by a hyphen For example Press Ctrl C Instructions that require you to use the menu bar start with the menu name in bold type followed by a right arrow gt followed by the menu option in bold type For example Select File gt Exit Special notes references to other sections in the guide cautions and warn ings are marked by an icon and located in the left margin These icons are illustrated and explained in below Table 1 1 Guide Icons Icon Description Note important information you must be aware of to use the system successfully See also a reference to information elsewhere in the guide that is relevant HS to this topic or procedure Caution a recommendation that the system Warning an indication that a signif icant problem with the system or con tact cEnter operations may be possible under certain circumstances you perform or avoid particular EA actions to ensure smooth operation of CPSEE TSP500 User Guide Version 4 0 Page 1 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview Introduction to the CPSEE TSP500 The CPSEE TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing The CPSEE_TSP500 currently supports 1152 ports domestically and 1200 ports internationally a
195. rimarily limited to cell phone users at the current time it is expected that this feature will eventually be offered to land line users as well It is also expected that this feature will be offered here in the USA The TSP500 has been modified to offer a mode of operation whereby voice detection will not begin until answer supervision is detected the called party picks up the phone Other call progress tones such as rings busy fast busy or SIT tones continue to be detected at anytime prior to answer super vision being received It is only voice or answering machine detection that will wait for supervision before being activated This should allow us to ignore any non standard audio received prior to the called party answering the phone Certain Telco announcements do not always have SIT tones associated with them If these type announcements are received without answer supervision they will be erroneously declared as Ring No Answers Previously they would have been declared as answering machines or unknown SITS if the option to Check Supervision was turned on Telco announcements that have SIT tones at the tail end of the announcement and do not provide supervision will be detected correctly This was something that was not always possible because voice detection always began prior to answer supervision Configuration This feature can be turned On or Off as follows A new dialing rule keyword WAIT FOR SUPERVISION has be
196. rmation 0 Debug OO gt Send Manual Dial Info to TspLogger Allow ALL T1 E1 Alarms to TspLogger Use Strict RFC 3164 message format Debug bit is normally turned OFF It is for engineering use and could flood the TspLogger with cryptic information meant for diagnosing problems Send Manual Dial Info to TspLogger will send a notification to the TspLogger whenever a manual dial is issued The telephone number and station from where the call is being made will be displayed It is sug gested that this bit be turned ON only for those sites where manual dial ing is NOT the norm Otherwise the TspLogger could be flooded with manuals dial messages e Allow ALL T1 E1 Alarms to TspLogger is normally turned OFF Normally the TspLogger will receive a de bounced UP or DOWN mes sage indicating a or El span is in trouble If all the T1EI errors are sent to the TspLogger it could flood the logger and make finding useful information difficult CPSEE_TSP500 User Guide Version 4 0 Page 8 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger Use Strict RFC 3164 message format is a matter of choice If it is turned on the local time of the TSP will be displayed Page 8 8 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter
197. rnal use Chapter 2 TSP User Procedures Shutting Down The CPSEE_TSP500 To shutdown and Power Off the TSP do the following 1 Log into tspshutdown password is tspshutdown Answer to the question to Shutdown This will cause the Processor Board in the TSP to shutdown 3 When the screen goes blank you can power down the TSP Page 2 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures Rebooting the 5 500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following 1 Login to tspreboot password is tspreboot Answer to the questions to reboot If configured for Auto Start the 5 TSP500 application should automatically start when powered up or rebooted The following will explain how to start and stop the TSP manually without rebooting CPSEE TSP500 User Guide Version 4 0 Page 2 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 2 TSP User Procedures Starting and Stopping The CPSEE_TSP500 Starting The TSP From The menu From the TSP User Interface 1 Select Admin Terminal 2 If TSP was just started give it time to initialize before using the TSP around minute To Exit the Admin_ Terminal From the TSP500 Admin terminal Type quit To Stop the CPSE
198. rnal use Chapter 7 TSP Configuration Tool Sample T1 Configuration Initialization T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 i press 4 to quit Is this a CPS EE TSP n n Select the country where this system will be installed 1 United States 2 Australia 3 Austria 4 Belgium 5 Brazil 6 Canada 7 Czech Republic 8 Denmark 9 Finland 10 France 11 Germany 12 Greece 13 Iceland 14 Ireland lt gt Enter Country Name or Item Number 1 Enter Number of Stations 283 168 Enter Number of Cards to be used CG 6500C OL STE Span Cards if unknown enter 0 0 1 CG 6500 64 01 8 Span Cards if unknown enter 0 0 CG 6500 64 01 16 Span Cards if unknown enter 0 0 1 Trunk Information ikotoki T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit Enter Number of Trunk Spans configured as ISDN Group 1 17 6 Available ISDN Protocols 1 AT amp T 4 55 2 AT amp T SESS 3 DMS 4 NI2 Enter ISDN Protocol J 4 Enter Number of Trunk Spans configured as ISDN Group 2 11 6 Available ISDN Protocols 1 AT amp T 4ESS 2 AT amp T 5ESS 3 DMS 4 NI2 Enter ISDN Protocol J 1 Enter Number of Trunk Spans configured as ISDN Group 3 5 0 Page 7 22 Version 4 0 CPSEE_TSP500 Us
199. ry to SER Solutions and is not for external use Chapter 4 Features and Enhancements Introduction The TSP500 Call Processing System is a comprehensive system that com bines predictive dialing with voice recognition techniques and information processing It currently supports 1152 ports domestically and 1200 ports internationally and can be delivered in various configurations Page 4 2 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Restarting Protocols Occasionally it may be necessary to restart the telephony protocol on a spe cific trunk channel You can now start the protocol using the Admin Terminal treset command with the s option If the channel is currently in use when the command is issued the reset will take place when the channel becomes idle Examples treset s 23 treset s 11 59 treset s 1 33 treset s all CPSEE TSP500 User Guide Version 4 0 Page 4 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 4 Features and Enhancements Graceful Campaign Close The option flag Let Dials Complete On Campaign Close has been added to the Enterprise Edition TSP Normally the TSP will drop any dials in progress when a Campaign Close message is received This option allows those dials to complete before closing
200. s queue that Conference Blocks will be grabbed for use in Conferencing or Monitoring SpyBad Holds data structures associated with Conference Blocks that have failed An automated daily test verifies that audio paths are functioning properly If a conference block fails it is placed on this queue Spylnuse Holds data structures associated with Conference Blocks that are currently used for Monitoring Stinact Inactive Stations those that are not logged into a Campaign are stored here StWait Holds dial requests for Adjunct Controlled Manual Dials for Stations when there is not a trunk available When an appropriate trunk becomes available the request will be removed from the queue and dialed Peak counts on his queue may but not necessarily indicate a trunk bound system Talkque Trunks that are connected are stored here A trunk is considered connected if an Unclassified Call has completed dialing or a Classified Call has detected volce Tdisabled Holds Trunks that have been disabled Trunks may be disabled or enabled by the disable and enable Dumb Terminal command respectively Thang Holds Trunks that have been hung up and are resting before being made available The amount of time they rest is configurable in the Dialing Rules typically four seconds Tied The queue holds data structures for trunks that are connected together by the Third Party Transfer feature CPSEE TSP500 User Guide Version 4 0 Pa
201. s and directories for CPS Enterprise Edition systems The directory is located under the opt directory and is named ser the only other directory under opt is nms Table 6 1 Common Configuration directory File Directory Description cause bin ISDN cause code assignments country A directory containing tone definition files for the various countries supported by the TSP cfig_data cnf Contains the current configuration of the system created by the TSP Configuration Tool dnis cfg Contains the Inbound default strategy inbmsg tbl Contains a list of Encore messages used when random timeout strategy is selected For internal use only isdn cnf The ISDN Parameters created by the ISDN Configuration Tool license txt Contains the License Key music db cfg Contains the decibel levels for playing Music On Hold file protocols def Contains the currently supported protocols simin txt Lists DNIS and ANI information for inbound simulation For internal use only syslog cnf Configuration file for TSPlogger tones def Contains the tone parameters Copied from the country directory depending on the country specified during TSP Configuration trunks cnf Trunks configuration file This file is created by the TSP Configuration Tool and was for mally in the usr home cpstsp cfg directory Page 6 2 Version 4 0 CPSEE TSP500 User Gu
202. s that SER Solutions has given no assurance nor made any representations or warranties of any kind with respect to the product the results of its use or otherwise SER Solutions makes no warranty regarding the applicable software package its mer chantability or fitness for a particular purpose and all other warranties express or implied are excluded Use of CPSEE TSP500 may be subject to Federal or State laws administrative rules or reg ulations such as but not limited to regulations of the Federal Trade Commission regarding telemarketing collectively Laws SER Solutions assumes no liability and makes no repre sentations that the user s use of the CPSEE TSP500 complies with any such Laws The user is advised to consult with legal counsel regarding its compliance with such Laws Your license agreement with SER Solutions specifies the permitted and prohibited uses of the product Any unauthorized duplication or use of SER Solutions software in whole or in part in print or in any other storage and retrieval system is forbidden Version 4 0 September 2007 SER Solutions Inc 45925 Horseshoe Circle Dulles VA 20166 Technical Support 800 765 4347 Table of Contents Table of Contents dico ho 0 e 1 1 Introduction to This GUIOO uie e oi ride der cerae e Tax d e dde 1 2 Document NE T 1 3 Introduction to the CPSEE TSP500 ceci siiis iiu spa ope dass aU coude 1 4 CPS TSP500
203. sion 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview The CPS_TSP500 Telephony Cards Standard telephony cards for the CPS_TSP500 include three models Table 1 2 TSP500 Telephony Cards E1 Model Name Description T1Systems Systems CG 6500 01 8 8 Trunk T1 E1 card 32 DSP X X Cores CG 6500 64 01 8 8Trunk 1 1 card 64 DSP X Cores CG 6500 64 01 16 16 Trunk T1 E1 card 64 DSP X Cores ro Note It is important to understand that even though each of the standard Telephony cards used in the CPS_TSP500 has the ability to interface to either a T1 or E1 Network it is not possible to mix T1 and E1 Network circuits in the same CPS_TSP500 system All Telephony cards must all be either T1 or 1 CPSEE_TSP500 User Guide Version 4 0 Page 1 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 1 Overview TSP System Connections Monitor and Keyboard Connections Connect a standard 102 key PC keyboard to the connector on the rear of the CPU Card Connect a standard VGA monitor to the 15 pin D style connector on the rear of the CPU Card Agent Telephone Connections There are various methods to connect agent phones to the TSP The CPS_TSP500 does not have an integrated analog interface All agent connec tions are made using a
204. splayed How ever if you would like some other label that might be more meaningful dis played this configurations item can be used to assign it Example SYSLOG_NAME Omaha TSP CPSEE_TSP500 User Guide Version 4 0 Page 8 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 8 TSPLogger SYSLOG Viewers There is a variety of syslogger software on the market We can use any RFC 3164 compliant syslogger that used UDP messages for receiving events Testing for this feature was done using the syslogger from www kiwisys log com The following is a display from that syslogger Fo Kiwi Syslog Daemon Version 7 1 0 Ele View Help Display 00 z Date Priority Hostname Message 05 05 2004 11 59 01 User Critical 10 2 101 65 PortableTSP CTI Connection Closed 05 05 2004 11 58 47 User Critical 10 2 101 65 PortableTSP Adjunct shutting down 05 05 2004 11 58 26 User Info 10 2 101 65 PortableTSP Encore Messages Loaded 05 05 2004 11 56 07 User Notice 10 2 101 65 PortableTSP CTI Connection Established 05 05 2004 11 54 58 User Alert 10 2 58 2 tspdev2 T1 E1 span 17 is UP 05 05 2004 11 54 58 User Alert 10 2 58 2 tspdev2 1 1 span 25 is UP 05 05 2004 11 54 44 User Alert 10 2 58 2 tspdev2 1 1 span 25 is DOWN 05 05 2004 11 54 44 UsSserAlert 10 2 58 2 tspdev2 1 1 span 17 is DOWN 05 05 2004 11 53 56 User Critical 10 2 101 65 PortableTSP CTI Connect
205. sumed The switch forces the TSP to check for updated clock status Table 5 2 clock 5 Command Option Description Board Number Board Slot Location Clock Mode Indicates if board is A Clock B Clock or Slave Primary Source Indicates source of clock NETWORK with span number H100 A H100 B INTERNAL Clock Status Displays status for A Clock and B Clock Values GOOD and BAD CMD This command allowed CTI Protocol B messages to be entered at the Admin_ Terminal Note Intended for engineering use only Displays any conferences or monitoring sessions in progress Example Conf 001 7568 3C S1 1 4 The above shows conference 1 including 3 parties Station 1 Trunk 1 and Trunk 24 The conference being used is on Board 7 Stream 68 B7S68 Displays the IP addresses of connected Adjuncts or Dumb Terminals Example Connection fd 4 199 199 199 199 Dumb Terminal fd 3 199 199 199 200 Page 5 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands CRATE 2 Note Intended for engineering use only DIAL 2 Note Intended for engineering use only DISABLE L Note Intended for engineering use only Sets the simulated connect rate Only affects the Simulated TSP Performs an unclassified dial by dialing the numbe
206. t VOICE_RATIO Allows changing the voice to tone ratio Higher numbers means less empha sis is given to tone and more to voice The default is 196608 set the value permanently use the VOICE_TONE_RATIO keyword in the Dialing 4 Rules Caution Modifying this item can adversely effect voice detec Syntax tion on the TSP voice_ratio lt voice ratio gt VOICE_TIME Displays or alters the qualification times used for voice detection It tempo rarily overrides Dialing Rules keywords VOICE TIMEI and VOICE TIME2 Caution Syntax Modifying this item can adversely effect voice detec tion the TSP voice_time lt time 1 gt lt time 2 gt VPARMS Displays the current voice detection parameters and the Admin Terminal commands that can be used to dynamically tune them Page 5 44 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This section addresses trunk spans and the Dialing Rule file It includes the fol lowing sections Common Directory e trunks cnf e tsp cnf Dialing Rules e Building Dialing Rules Tutorial CPSEE TSP500 User Guide Version 4 0 Page 6 1 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Common Directory A new configuration directory now contains file
207. t RecWatch will respond to the TSP with an M MOVE DONE message When the TSP receives this message it will forward an M DONE RECORDING message to the RRM using the CTI link The RRM will then inform the RecServer server that the complete file is res ident on the server RecWatch performs other tasks as well Monitors the RAM disk for files that have not been modified for period of time currently configured for fifteen seconds It is assumed that if this file has not been modified during this time and RecWatch has not been notified to move this file then the TSP must Page 12 10 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording be down and RecWatch will delete the file Because of the limited capacity of the RAM disk it is RecWatch s primary goal to keep the RAM disk as unoccupied as possible by removing any lost or orphaned audio snippets Monitors and informs the TSP if the shared drive on the RecServer is full currently specified by Wygant to be less than four GBytes remaining If this occurs the TSP will stop recording and reject any future recording requests until sufficient disk space has been restored To prevent oscillation recording will not resume until an additional ten percent has been made available 4 4 GBytes Monitors the availability of the RecServer Every five seconds Rec Wa
208. t is the file name of the voice message located in the usr vox directory These voice files could have been created by the record command or recorded elsewhere and deposited in the usr vox directory This command is for diagnostic purposes only Resets call control information for the specified trunk If a trunk becomes unusable due to errors this command may restore the trunk to service Syntax treset s trunk number This command can be entered with the Start and Stop protocol switch s TRSTUFF tr Displays a variety of information regarding the specified trunk This command can also be entered with an option used to control the state of ISDN channels or to display hex dump information related to the trunk CPSEE TSP500 User Guide Version 4 0 Page 5 41 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Command Table 5 27 Trunk Trace STUFF Description Display hex dump Place specified ISDN trunk in Maintenance mode Place specified ISDN trunk In Service Place specified ISDN trunk Out of Service The options m i and are for ISDN lines only and may not be supported on all protocol variants Examples Note Not all ISDN protocols sup port the above commands tr 34 34d tr 34m tr 340 tr 341 VERSION Display information about trunk 34 Display a hex dump of
209. t send FTC events Dont Route For Engineering Testing Only Inbound Always Beep Specifies that an agent will be beeped prior to being connected to a call Agent on Con nect 1 Beep agent prior to connecting call 0 Do not beep agent prior to connecting call CPSEE TSP500 User Guide Version 4 0 Page 5 15 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Option Dont Answer On Timeout Table 5 6 Option Flags Description Specifies that an incoming call will not be answered when the Inbound Route Request timer has expired 1 Do not answer inbound call on timeout 0 Answer inbound call on timeout PARK L Note For Engineering use only PLAY 2 Note If voice messages are cre ated external to TSP they must adhere to the TSP for mat of 8Khz 8bit and U law for US and Canada or A law for EU companding POISSON Connects a device to silence A device can be a trunk station or DSP Syntax park lt Matrix Number gt Plays the specified Encore Voice Message to the specified Station Syntax play lt message name gt lt station gt The lt message name gt is the file name of the voice message located in the usr vox directory excluding the wav extension These voice files could have been created by the record command or recorded elsewhere and depos ited in the usr vox directory Ex
210. tch checks to ensure it still has access to the shared directory EncImport on the RecServer If access fails the TSP is notified and any subsequent requests for recording by the RRM are denied until access is restored Deletes audio files from the RecServer if instructed to do so by the TSP See Also Components of Integrated Recording on page 12 7 Integrated Recording Feature on page 4 5 CPSEE TSP500 User Guide Version 4 0 Page 12 11 This document is confidential and proprietary to SER Solutions and is not for external use Appendix 12 Integrated Recording Page 12 12 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Appendix Troubleshooting This section includes the following Common Questions e CPSEE_TSP500 Hard Drive Diagnostic e Enhanced Logging for Socket Connections CPSEE TSP500 User Guide Version 4 0 Page A 1 This document is confidential and proprietary to SER Solutions and is not for external use Appendix A Troubleshooting Common Questions 1 Is there a way to reload the telephony boards without actually rebooting the TSP Yes Stop the TSP application stoptsp Then login to root and type oamsys Wait until it is finished and restart the TSP application 2 In the trunks configuration file how should I set the WaitlstDig and WaitForDig parameters The parameters apply only to 1 Robbe
211. ter 4 Features and Enhancements This is accomplished by assigning specific agent stations to Manual Moni tors If a Monitor attempts to monitor a station that is not assigned a fast busy will be played to the Monitor Configuring the Manual Monitors is done in the Dialing Rules file using a new keyword MONITOR_ASSIGN The first argument in the list must be the Monitor Station In the following example Manual Monitor Station 4 is being configured MONITOR_ASSIGN4 1 25 72 78 It is then followed by the Station Numbers of the agents that the Monitor is allowed to monitor MONITOR_ASSIGN4 1 25 72 78 Other rules that apply are e Monitors who no assignments are allowed to monitor all agents e Each line of configuration can only have one monitor assignment Moni tors cannot be entered as ranges Bad Example MONITOR ASSIGN4 6 1 24 Good Example MONITOR ASSIGN 4 1 24 MONITOR ASSIGN 5 1 24 MONITOR ASSIGN 6 1 24 e Agent Station Numbers be entered as ranges or individual assign ments e Multiple lines can be used for the same Monitor e Admin Terminal command load is used to activate any configura tion changes There are some inherent rules in the TSP such as a Monitor cannot monitor another active Monitor or a Monitor cannot monitor himself These rules are not enforced in the configuration but rather at runtime Therefore it is possi ble to configu
212. ter the Range of ISDN Trunk Spans Trunk Spans 1 through 4 on this card are running ISDN DMS protocol and none of these ISDN trunk spans are to be used as Digital Stations Trunk Spans 5 through 8 are running CAS Wink Inbound and are being used as Dig ital Stations The Digital Stations are either Digital Station Nailups or VoIP Station Nailups The configuration for Card 1 located in Shelf Slot 1 7 is as follows CPSEE_TSP500 User Guide Version 4 0 Page 7 31 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool lt trunk details Press Enter to continue TSP Configurator Results Card 1 Slot 7 Network Trunk Spans 8 CAS Trunk Spans 0 CAS Timeslots 0 ISDN Trunk Spans 8 ISDN 192 Digital Station Trunk Spans 0 Encore Timeslots 55 Encore DSPs 26 30 Conference Bridges 20 Conference DSPs 322 25 Press Enter to continue or s to skip trunk details Trunk Frame Wait Time For Digits Span Protocol Type Line Code 1 1 ND ESF 825 0 0 2 ND ESF B8ZS 0 0 3 ND ESF 875 0 0 4 ND ESF B8ZS 0 0 5 ND ESF 875 0 0 6 2 ESF 875 0 0 7 AT amp T 4 55 ESF B8ZS 0 0 8 AT amp T 4ESS ESF B8ZS 0 0 The configuration for Card 2 located Shelf Slot 1 6 is as follows
213. teristics of tones generated by the TSP A new item ITONE will be added to specify the characteristics of the Intrusion Tone 2 Provide a mechanism to specify whether the Intrusion Tone should be used or not A new Dialing Rules keyword INTRUSION will be added to the TSP The default is for Intrusion Tone is to be turned OFF To specify that the Intrusion Tone should be used enter the following line into the Dialing Rules INTRUSION 1 CPSEE_TSP500 User Guide Version 4 0 Page 9 3 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 9 Intrusion Tone Using Intrusion Tone Ifthe INTRUSION keyword is NOT defined in the Dialing Rules file or is defined and set to zero there will be no Intrusion Tone injected into calls that are monitored Ifthe INTRUSION keyword is set to one 1 the tone specified by the ITONE parameter in the tones def file will be injected into calls being monitored This includes both two party calls and conferences that are being monitored Ifa Monitor Barges on a call the Intrusion Tone will cease while the Monitor is an active party in the conference Example LKKKKKKKKKKKKKKKK UK KKEKKKKKKKKKKKKKKKKKKKKKKKK PKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK KK Tone Freqi Ampli Freq2 12 Off DTONE 350 27 440 0 800
214. ternal use Version 4 0 Page A 5 Appendix A Troubleshooting Page A 6 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Index Index A Activating TSP500 3 3 Admin terminal 3 4 Agentless Campaign 4 6 alaw 6 5 ansm silence 6 5 ansm timeout 6 5 Answering machine Enhancements 4 25 Answering machines Detecting beeps 4 25 Detection params 4 25 Area code digits 6 6 Auto Booting 2 5 Activating 2 5 Disable 2 5 auto log 6 7 BeepQueue 5 18 BeepTimer 5 18 Billing Codes 4 15 BUG 5 3 CALL 5 4 Calling number 6 7 CampBusy 5 19 Campldle 5 19 CAPTURE 5 4 CAPTURE_TNUM 5 5 CAPTURE_TRK_AUD 5 5 Card information 7 15 CardExcess 5 19 Cardlnuse 5 19 CAS Signals 3 15 CAUSE 5 5 CFIG 5 5 data cnf 7 5 Client Monitoring For Outbound Remote 4 19 CMD 5 6 Collect DTMF Digits 4 10 Commands List 5 3 load misc 4 27 Terminal 4 27 ComTask 5 19 CONF 5 6 Configuration Displaying 7 17 Download 7 20 Restore 7 20 Saving 7 18 Configuration Initialization Sample 7 22 Configuration tool 7 2 Accessing 7 9 Requirements 7 3 Configurator menu 7 9 CONFINUSE 5 19 conn thread 6 7 CONNS 5 6 Country Code for Multi Country 5 10 Multi Manual dial 4 23 Selecting 7 10 Selecting for Installation 7 11 country 6 7 CpClose 5 19 CRATE 5 7 D Default Billing 6 8 devices per t hread 6 9 DIAL 5 7 dial 5 19 Dialing rules Access
215. that are being monitored The default is for Intrusion tone is to be turned OFF To specify that the Intrusion tone should be used enter the following line into the Dialing Rules INTRUSION TONE 1 IVR TRUNKS The TRUNKS keyword assigns specific trunks to the IVR Trunk Queue It is this queue where trunks are grabbed for external transfers via the internal IVR Trunks can be assigned individually in contiguous ranges or both Example IVR TRUNKS 1 3 43 47 48 LOCAL AREACODE 00 Specifies the area code where the TSP is located It is your Local Area Code LJ Note Only one area code can be specified LOCAL AREACODE 01 through LOCAL AREACODE 31 CPSEE TSP500 User Guide Version 4 0 Page 6 11 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules Specifies other area codes that have telephone numbers local to you Note Only one area code can be specified per LOCAL_AREACODE_ lt gt LOCAL_EXCHANGE_0 through LOCAL_EXCHANGE_ 31 Associated with each Area Code is exchanges within the specified Area Code that are local to your TSP These exchanges are specified in the keywords LOCAL EXCHANGE 0 through LOCAL_EXCHANGE_31 LOCAL EXCHANGE 0 are the local exchanges that are local within your Area Code LOCAL WATT This keyword specifies the preferred trunk group to use when dialing local telephone numbers This is a trunk pre
216. type of audio compression to use There are two types of audio compression used on telephony networks A law or Mu Law Mu Law is used in the USA and Japan while A law is used for most other countries This keyword should be set to 0 for Mu LAW which is used in the USA Canada and Japan and 1 for other countries that require A law com pression This keyword is automatically written by the CPSEE_TSP500 con figurator and should not be changed ANSM_SILENCE This keyword specifies in 100 millisecond increments the duration of silence that must occur after a beep on an Answering Machine is heard before the ENCORE Message should be played The duration should be of adequate length to ensure that the beep heard is in fact the last beep in the case of mul tiple beeps This analysis only takes place if an ENCORE message is to be played to Answering Machines detected on the specific Campaign The default is two seconds 20 x 100 2000 milliseconds and should not be changed unless advised to do so by Engineering ANSM_TIMEOUT CPSEE_TSP500 User Guide Version 4 0 Page 6 5 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 6 Trunk Spans and Dialing Rules This keyword specifies the time in seconds that the AMD analysis will look for the beep at the end of the Answering Machine If timeout occurs the TSP will consider that the beep has been heard and play the appropriate ENCORE message
217. ulated Both items have been increased due to a trunk card being added Page 7 28 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool The Editing tool proceeds by prompting for specific information on each card Card 1 corresponds to the card located in Shelf Slot 1 7 Card 2 corresponds to the card located in Shelf Slot 1 6 and so on for the other cards Since Card 1 is currently defined the tool prompts for information and uses the stored value as the default value for this item T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 SER Solutions Inc Copyright 2004 press q to quit t Card 1 Enter of Trunk Spans 8 Enter of DSP Cores 32 Enter the Range of ISDN Trunk Spans include ISDN Digital Station Trunk Spans 1 8 O none 1 8 Are all ISDN Trunk Spans running the same Protocol x Available ISDN Protocols 1 AT amp T 4 55 2 AT amp T SESS 3 DMS 4 NI2 Enter ISDN Protocol Selection for Trunk Span 1 NIZ Enter ISDN Protocol Selection for Trunk Span 2 NIZ Enter ISDN Protocol Selection for Trunk Span 3 NIZ Enter ISDN Protocol Selection for Trunk Span 4 NIZ Enter ISDN Protocol Selection for Trunk Span 5 NI2 Enter ISDN Protocol Selection for Trunk Span 6 NI2 Enter ISDN Proto
218. unks went Out of Service dialing on this Campaign ANS MACH Total Answering Machines detected The syslog command is similar to the install or options command because it allows setting hexadecimal bits to control what messages are sent to the TspLogger The following shows the output of the syslog command Syslog Options 207f CPSEE_TSP500 User Guide Version 4 0 Page 5 39 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 5 Admin Terminal Commands Emergency Alert Critical Error Warning Notice Information 0 Debug OGOGO Allow ALL 1 1 Send Manual Dial El Al Info to TspLogger arms to TspLogger C C EB Use Strict RFC 3164 message format An additions purpose of the syslog command is to send a test message to the syslogger Example syslog test Notes e The Debug bit is normally turned OFF It is for engineering use and could flood the TspLogger with cryptic information meant for diagnostic purposes e Allow ALL Alarms to TspLogger is normally turned OFF Nor mally the TspLogger will receive a de bounced UP or DOWN message indicating a or E1 span is in trouble If all the errors are sent to the TspLogger it could flood the logger and make finding useful informa tion difficult e Use Strict 3164 message format is a matter of choice If it is turned on th
219. use default current Calling Name default None Figure 3 19 ISDN Configuration Facility Coding Value LJ Note This is the second parameter that must be set up for 4ESS trunks There is no one answer that works for all ISDN trunks The customer should ask their carrier about the types of services avail able SDN is typical dede deii EEK ETEK odd EEE RR e e eee ded de dd d Edit ISDN Configuration 14 Calling LLXLXZXILLLILLAIZISZIILSILISZIZISILZZILSIILISLISZISLSSISILZSILALAALA EL Facility IE Display IE Codeset 0 Display IE Codeset 5 Display IE Codeset 6 Display IE Codeset 7 User To User IE Codeset 0 User To User IE Codeset 5 User To User IE Codeset 6 User To User IE Codeset 7 Do Not Send l 2 3 4 5 6 7 8 9 0 Enter Value Name or Number 4 to quit d to use default current default Do Not Send Figure 3 20 ISDN Configuration Calling Name Consult carrier for calling name and proper configuration Note Do not activate without carrier acknowledgement of support View ISDN Configurations The View ISDN Configurations screen displays current ISDN configuration for selected spans Page 3 12 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 3 Starting Configuring TSP500 View ISDN Configuration
220. ve is mounted an entry in the etc fstab file must be inserted The format of the entry is lt Address gt lt external directory path local directory path username name password pass word additional options 0 0 Example 10 2 109 4 tts home tts smbfs user name eisadmin password admin defaults 0 0 The term defaults equivocates to rw suid dev exec auto nouser async per missions The Adjunct needs to know the audio output format in order to create a voice message that can be played The current Protocol C Message to send resource information to the Adjunct has been modified to include encoding format bandwidth and bit resolution When the Adjunct starts and requests resource information an additional resource message M GET RESOURCES with a mode value of 4 is sent This message is sent prior to the resource message with a mode value of 3 for backward com patibility This message includes three data fields for TTS voice specific parameters The first data field contains the encoding format and can have a value of 0 for Mu Law and 1 for A Law The second data field contains the bandwidth and is always 8000 since a bandwidth of 8K is only supported The third data field contains the bit resolution and is always 8 since a bit resolution of 8 bit is only supported When play voice message request M MSG PLAY is received the TSP500 determines if the request can be p
221. vel 6 19 voice silence time 6 19 VOICE ANSM MLENGTH 6 19 Index 4 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use
222. w Configuration The initial configuration of the system must have been previously done before you will be allowed to use this option This option prompts for card level information rather than information at the system level It does not assume that cards are installed into the chassis in any specific order and it does not prompt for country selection Country selection is only available during initialization When you select this option a summary of the current configuration of the system is displayed T S P Configurator Version TSP_CFG 05 03 000 February 23 2005 ie SER Solutions Inc Copyright 2004 press to quit id Is this a CPS EE TSP n Page 7 14 Version 4 0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool L Note The Trunk Cards section lists only the card types currently configured LJ Note zero is entered for all card types you will be prompted to enter the number of net work trunks excluding sta tions that are on the system Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configuration files to be saved AA AAA AT TEA AA ART LE AAA LE TAA AA AAT AT EET Gud dud AREER AREER Configurator Summary AAA AR RAR AAA ATA AT TEA A
223. y with and E1 Lines Table 7 4 Framing Type Framing Type T1 or E1 D4 Standard SuperFrame 1 ESF Extended SuperFrame T1 CEPT E1 CPSEE TSP500 User Guide Version 4 0 Page 7 7 This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 TSP Configuration Tool Card Type Selection The available Card Types are listed in Table 7 5 All card types can be used on a system but there are desirable card types associated with T1 and E1 Lines Table 7 5 TSP500 Card Types Card Number of Trunk Number of DSP Primary usage T1 Spans Cores or E1 CG 6500 01 8 8 32 T1 and E1 CG 6500C 64 0L 8TE 8 64 E1 CG 6500C 64 0LA6TE 8 64 T1 Page 7 8 Version 4 0 CPSEE TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use Chapter 7 The TSP Configuration Tool Configuring the System The first thing that must be done is the initialization of the system configura tion Without doing this the system cannot run Accessing Configuration Tool To access the Configuration Tool you must log into the system using the tspcfg user the password is the same as the user name Enter Login tspcfg e Enter Password tspcfg A warning is displayed asking if you really want to configure the system ee o e Enter for Yes The Configurator Menu displays dido dede de REE EERE

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