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Avaya IVR Configuration Guide

1. System Tr Configuration Name System Properties Number of Diaing Translation Properties Retries 3 0 99 Switch Properties Retry 0 Access Passwords interval 10 1 680 minutes Fax Properties Operations Cover Page G Default Cover Page C Custom Cover Page Load Custom Cover Page From Browse Cancel P0606198 02 45 Chapter 3 Administering Interactive Voice Response This chapter contains Stopping starting or restarting Interactive Voice Response service Changing how Interactive Voice Response service operates after a reboot Backing up and restoring Interactive Voice Response Creating Interactive Voice Response logs Uninstalling Peri View Considerations for uninstalling Peri View Uninstalling the patch bundle Uninstalling packages using PERIinstaller Removing additional files and directories Removing the environment variables Creating reports Interactive Voice Response Installation and Configuration Guide 46 Chapter 3 Administering Interactive Voice Response Stopping starting or restarting Interactive Voice Response service 1 Log on to Unified Manager 2 Double click the Services heading The Services page appears In the list select IVR On the Configuration menu click Modify Services From the Status list box select Disabled to stop Interactive Voice Response service or select Enabled to start or restart it P Gl BCM 4765 1 36 211 a Sn S Sy
2. Aubomatic LocalSystef c Watchdog j i Ne ProtectedStorage Protected Storage Automatic LocalSyshe 2 amp Disk Mirroring Are AF iil a theese l AB tehe maal amp Unified Manager A BECH Dialog Box Driver Debug Re Services List z nds Service Name Nortel Networks Startup Service Display Name Nortel Networks IWA 4 On the Configuration menu click Modify Service The Services List dialog box appears From the Startup list box select Automatic Click the Save button Log off and reboot the system Interactive Voice Response will start automatically after you reboot P0606198 02 Chapter 2 Installing Interactive Voice Response 13 Administering several Interactive Voice Response systems If you want to use PeriView to administer several Interactive Voice Response systems on different Business Communications Managers you must assign a different node number to each Interactive Voice Response system To change the node number 1 2 3 Log on to Unified Manager Click the Services key Click the IVR heading The Summary page displays the version status of the service and the server number The node number is by default The node number can be between 1 and 5000 Press the Tab key to exit from this box A message appears that says that the Interactive Voice Response service will be temporarily stopped Click the OK button You must next install PeriView
3. 9 Put your cursor in the value box and move your cursor to the beginning of VPSHOME bin Delete the text VPSHOME bin 10 Click the Set button 11 Click the Apply button 12 Click the OK button 13 Repeat steps 8 through 12 to delete these variables e C PROGRA 1I NORTEL NUTC NUTCROOT bin e C PROGRA 1 NORTELANUTC NUTCROOT bin x1 1 e C PROGRA 1 NORTELANUTC NUTCROOT mksnt e C PROGRA I Vision e C PROGRA 1 Vision System e C PROGRA 1 COMMON 1 Vision 14 Click the OK button to close the window Removing Interactive Voice Response XVision and JRE After you uninstall PeriView and the environment variables uninstall Interactive Voice Response X Vision and JRE from your Control Panel Add Remove Programs window Refer to your system documentation for how to remove programs Creating reports You can create reports to monitor your Interactive Voice Response activity For information about how to create reports refer to the PeriReporter User s Guide and the BCM IVR Integration Supplement For how to find the guides refer to To find Interactive Voice Response guides on page 27 Interactive Voice Response Installation and Configuration Guide 56 Chapter 3 Administering Interactive Voice Response P0606198 02 57 Chapter 4 Troubleshooting This chapter describes problems that can occur when you operate Interactive Voice Response and suggested solutions Business Communications Manager is sluggish Response
4. Install Chents Download Desktop Applications CallPilot i EF CallPiot Manager Documentation Documentation Product Orerniew amp Tips Backup Restore Utility Maintenance Product Maintenance and Support 2 Click the Install Clients button The Download Client Applications page appears HERTEL geen Business Communications Manager Call Center Applications Cal Carter Recor dar Charli Your Location HOM enid ent yuppie ations wol Lender Renoir pe bert Husiwess Communications Manager Computer Telephony bing ration Compiler Telephony Integration CTT preies companies with the ability to him adaskiop competer inio a parii momens tool combing sicht text anmatioa vi and oiher sophasticabed Heler etc SEE REN iii BS Ling sight scm anaon Video gesplies T sop hast CEs paiid Unneg messaging WE Applications CTI comnects the intelligence of a personal computer wath the power esad flechility of the Nortel Netorocks Bosmess Parii Coresundschara Ilansger To meet employe pooductty end como satisfaction a umber of sgplicahions am supped hem and dowmiosdahk io the Chant deskbop by making the eppoopmets selection Emm the meraon ihe kik Desktop Applications Medes plicwtions may be dependeni on other components or software keys m order to ke flunctoonal Back application kezkion zoari fi i i i i nes ion Agtisten Pro pag wil identify een rd m onder io abiat lhe appooprieis Panctonalily 0 Solver rn Persad Col
5. P0606198 02 Chapter 2 Installing Interactive Voice Response 39 11 Click the Edit button on the right of the second scroll menu 12 If you have between 1 16 or more than 16 Interactive Voice Response ports double click the 1 16 button and click each button that represents the ports you have assigned for Interactive Voice Response and if you have more than 16 Interactive Voice Response ports double click the 17 32 button and select the ports you want You can select up to 24 Make sure you don t have more ports selected in Peri View than you have assigned to Interactive Voice Response Interactive Voice Response Installation and Configuration Guide 40 Chapter 2 Installing Interactive Voice Response 13 Click the Add button and close the window The Assign Re Start Lines screen appears 14 Click the Apply button In the Applications column the name of your script appears beside the lines you selected Your scripts are now live 15 Next go to Dialing the Interactive Voice Response extension on page 41 and use Feature 985 to find out what the Interactive Voice Response extension is Dial this extension to confirm that the appropriate Interactive Voice Response script answers the call P0606198 02 Chapter 2 Installing Interactive Voice Response 41 Dialing the Interactive Voice Response extension You can use Feature 985 to see what the Interactive Voice Response extension 1s Dial this extension to con
6. Panel and click System The System Properties page appears Click the Environment tab System Properties TERMCAF C PROGRA TWORTELSNUTCAMUTCRO TEAMINFO C APROGRA TNORTELSNUTCANUTCRO VPSHOME E M rtel Networks IV Ri wiridir CINNT F C ATEMP C ATEMP VPSHOME E Woortel Network sw se oee Bez Cancel Apply In the System Variables list select any variable The information for the variable 1s displayed in the Variable and Value boxes Delete the information the Variable box and type VPSHOME Delete the information in the Value box and type the path where you want the Peri View software to be installed Click the Set button The Apply button becomes available Click the Apply button In the System Variables list select any variable The information for the variable 1s displayed in the Variable and Value boxes Delete the information the Variable box and type ASEHOME Delete the information in the Value box and type VPSHOME PERIase Click the Set button The Apply button becomes available Interactive Voice Response Installation and Configuration Guide 16 Chapter 2 Installing Interactive Voice Response 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Click the Apply button In the System Variables list select any variable The information for the variable is displayed in the Variable and Value boxes Delete the information the Variable box and type PERLSL
7. after X Vision installation finishes For maximum use of PeriView you must add X Vision fonts to the system that may be missing after installing all packages and before using Peri View To install XVision In the c temp folder open the preinstall folder open the X Vision7 folder and double click setup exe The Setup Wizard window appears Click the Next button The Setup Options window appears Choose the default class of Typical then click the Next button The Setup Choices window appears Click the Next button to begin installation The Optimize X Server window appears In the Optimize X Server window click the Yes button then click the Next button Click the Yes button to complete the optimization The Restart the Computer window appears Click the Finish button After the computer reboots and you log back on the Server Optimization screen appears On the Installation Complete window click the Finish button This procedure can take several minutes to complete 4 Install the Java Runtime Environment JRE If you plan to run PeriReporter on this computer you need to install the Java Runtime Environment before you can install the PERIprpt package 1 In the c temp folder open the preinstall folder open the javaRunTime folder and double click j2re 1_3_0_01 win exe The Software License Agreement window appears Click the Yes button The Choose Destination Location window appears Verify the default in
8. ports You do this using PeriView the Interactive Voice Response administration client Have available the scripts that have been created for your Interactive Voice Response system 2 On the workstation where you installed PeriView software click the Windows Start button point to Programs click Nortel and click PeriView Launcher The PeriView main page appears 3 On the PeriView main page wait until you see this page Patties Launcher P0606198 02 Chapter 2 Installing Interactive Voice Response 37 Drag the icon to the Expand box the third box from the left at the bottom This creates a BCM icon that is attached to the Domain icon In this example a single node system is shown fippkeation Manager Ea wo me me eae Drag the BCM icon to the Appman box the first box from the left on the top The Appman window appears The BCM and the Domain icons appear in the Appman window Interactive Voice Response Installation and Configuration Guide 38 Chapter 2 Installing Interactive Voice Response 6 Drag the BCM icon to the Assign Line box the first box from the left on the top with the green check mark The Assign Line window appears 7 Select the Assign Line check box 8 Select the Start Line check box 9 Click the Edit button on the right of the first scroll menu 10 On your computer locate the script file It will have a vex file extension
9. 1 03 11p2 903 ccm admin cfg 05 14 01 03 11p8 851 ccm phoneline cfg 11 06 03 01 27a 1 500 commgr cfg 09 04 03 10 49p3 947 mxvmt cfg bem 05 14 01 03 11p 820 tcad tms cfg 05 14 01 03 11p 764 tcad cfg 05 14 01 03 11p 613 trip cfg 05 14 01 03 11p 1 658 vmm mmf cfg 05 14 01 03 11p 1 187 vmm cfg 11 06 03 02 56a 154 vos cfg 07 01 03 05 34a 107 vos cfg_bcm 11 06 03 02 34a 171 vpstn3270 cfg 11 Add the entries shown in blue to vos cfg F Program Files Nortel Networks IVR vpsl etc vos cfg Example vos cfg file NAME HOSTPORTPRI COMMAND LINE bim 0 bim vstat 0 vstat commgr 0 commgr VWoetns270 0 vpstn3270 Interactive Voice Response Installation and Configuration Guide 32 Chapter 2 Installing Interactive Voice Response 12 13 14 15 Add the entries shown in blue to vpstn3270 cfg F Program Files Nortel Networks IVR vpsl1 etc vpstn3270 cfg vpstn3270 configuration File Example maxvt 24 hostname falvmx vt 1 24 ptelnet 1 port 23 init Note The hostname falvmx is an example of a TN2370 host In vpstn3260 cfg enter the hostname and use default port 23 to connect to the remote TN3270 host The parameter maxvt refers to total licensed Interactive Voice Response lines which are 24 on Business Communications Manager If you have Interactive Voice Response licenses for 4 ports set your maxvt parameter between 1 and 4 In commgr cfg uncomment the host protocol entries for TN3270
10. Advanced Maintenance Please elect She log files you vist fo archive Archlog Explorers Siyelem Information Order amp Enabl All Application Log Files ea ACD Call State Machine Log Distaedeallse cut Tools Application excephon handler log Eier MeteortelLogeldrnise 32 foe DADsta Files Norte l Networks Attendant Console Console fence iog CAPragnan Files Nortel Networts BRU Forking DAS dcdagentout DASH Acdeall ouut DASHacdsds out DASHPMPORTUSAGE aut DASH seo ral Attendant Console log Raport Sattings Archlog Settings BRU Legs Call Center Logs Detaled WinNT system report Interactive Voice Response files EA Hortelletwerksilogs IVE HEM Logs EAM ortelMetworksilogs log DHCP CAM inn System ADheplDhenfrvLog DNS CA Winn System 32 Dudas log Interactive Voice Response Installation and Configuration Guide 52 Chapter 3 Administering Interactive Voice Response Uninstalling PeriView You can remove all installed Peri View packages using PERIinstaller To completely remove all PeriView packages and related packages such as X Vision follow the complete instructions Considerations for uninstalling PeriView You must remove the Patch Bundle before you remove other Peri View software Always use Perilnstaller to remove Peri View software Perilnstaller removes software in the correct order and reboots the system when necessary Do not remove PERIperl until all other Per iView packag
11. E BEUN ESR OHLIHENE See TIUS PRESS BREAK KEY TO BEGIN SESS 10M a M elii Heighbo Fs tarn E Windows HT Task BSC wnntsystemdz E vas Notepad C Ergloing F Prog mi Telnet tolvme SER Free 18 From VSH connect line 1 to the Host and check that data can be read from remote host on connected line vsh vps 1 vos bcmivr 4 gt vpstn3270 status vpstn3270 configurations Passinit YES Maxvt 24 maxscb 24 mode screen 3270 terminal autoconnect off Default pathname F Program Files Nortel Networks ivr bin ptelnet exe Default port number 23 Default host_charset tn3270 default Default host name falvmx Termtype IBM 3278 2 24 x 80 Field Attributes OFF Debug Level 0 Interactive Voice Response Installation and Configuration Guide 34 Chapter 2 Installing Interactive Voice Response vsh vps 1 vos bcmivr 5 gt vpstn3270 connect 1 vsh vps 1 vos bcmivr 6 gt hl p 1 read Read for Host 1 vt 1 VM ESA ONLINE N N 000 NN N O O NNN O N NN O O N N 000 Norte Access to this network and only for approved purposes by Nortel Networks If you TCPIP RRRR TTTTT EEEEE L R R T E L RRR T EEE L R R T E L R R T EEEEE LLLLL lNetworks the information on it are lawfully available un 2 ee Zr ae ende oa ee te ae le BOS So by employees of Nortel Networks and other users authorized are not an employee of Nortel Networks or an authorized user do not attempt to log on Other t
12. Go to About Installing PeriView on page 14 Interactive Voice Response Installation and Configuration Guide 14 Chapter 2 Installing Interactive Voice Response About Installing PeriView PeriView is the Interactive Voice Response administrative client You use PeriView to administer Interactive Voice Response scripts on Business Communications Manager Before you can use PeriView you must install it on a client computer Before you install PeriView Make sure you install PeriView on a Windows NT PC Peri View can be installed on Windows NT only Make sure you have administrative privileges so that you can install services and update environment settings Remove any versions of Perl currently installed on the workstation Peri View uses a version of Perl specifically designed to work with PeriView You must remove any other versions of Perl due to potential incompatibility with Peri View Quit all active applications and Nortel Networks or Periphonics services If Windows NT Service Pack 6A is already installed on your system and you are running the Windows Desktop Update option Active Desktop deactivate this option See the Windows NT online help for instructions Active Desktop affects color renditions in PeriView P0606198 02 Chapter 2 Installing Interactive Voice Response 15 To install PeriView 1 Set up the environment variables 1 10 11 Click the Windows Start button point to Settings point to Control
13. IB Delete the information in the Value box and type VPSHOME bin Click the Set button The Apply button becomes available Click the Apply button In the System Variables list select any variable The information for the variable is displayed n the Variable and Value boxes Delete the information the Variable box and type MAX _REAL_VPS_NUM Delete the information in the Value box and type 5000 Click the Set button The Apply button becomes available Click the Apply button In the System Variables list select the PATH system variable The information for the variable is displayed in the Variable and Value boxes Put your cursor in the Variable box and go to the end of the text string Make sure the text string ends with a semicolon It you do not see a semicolon type one After the semicolon type VPSHOME bin Click the Set button Click the Apply button Reboot the computer P0606198 02 Chapter 2 Installing Interactive Voice Response 17 2 Download the PeriView client software 1 On the client computer point the web browser to the URL http lt xxxx gt 6800 where lt xxxx gt is the domain name or IP address of Business Communications Manager The Business Communications Manager Unified Manager screen appears Business Communications Manager Unified Manager system Administration amp Management Configure Preimstalled Client Access Home Page Wizards fae gt etup and Management Wizards
14. J JRE removing 55 L Line answering assigning 42 Line answering assigning multiple lines 43 Logs 49 M MAC address 29 mmd 26 mmi 26 Multiple systems 13 N Next 30 Node number 13 22 Number of rings assigning 42 43 P Patch bundle 52 Interactive Voice Response Installation and Configuration Guide 62 Index PATH removing 54 PERIinstaller uninstalling 52 PERIperl 52 PeriView 13 scripts 36 uninstalling 52 uninstalling files and directories 53 PERLSLIB removing 54 Prompt 26 uploading 26 R Recording time 6 removing 54 Report a Problem Wizard 49 S Simultaneous calls 6 Software authorization code 11 Stopping service 46 System Fax name 44 T TN3270 30 U Uploading prompt 26 V Variables removing 54 Voice ports 6 24 Voicemail 6 Voicemail extension 41 VPSHOME removing 54 X X Vision removing 55 P0606198 02
15. M 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I vsh vps 1 vos bcmivr 8 gt hl svcid 1 status Host Service Id 1 Acquired By lt none gt Host Control off Timers er 30 inter 10 Aid enter System mode Sessioned Host 1 VT for Host 1 1 Non Pooling P0606198 02 Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected Disconnected pid Chapter 2 Installing Interactive Voice Response 35 VT status Keyboard Unlocked New input VT up Session SDT Waiting for 1 unlocks 0 left 19 Run the command vpstn3270 show scb to check that the Host connection has been made to the physical line vsh vps 1 vos bcmivr 3 gt vpstn3270 show scb vpstn3270 show scb VT cd pathname port hostname iac eor 1 8 F Program Files Nortel Networks ivr bin ptelnet exe 23 falvmx ff ef Connected pid 903 Interactive Voice Response Installation and Configuration Guide 36 Chapter 2 Installing Interactive Voice Response Using PeriView to load and configure scripts After you have downloaded prompts to your Business Communications Manager system you must assign scripts to the
16. Part No P0606198 02 23 March 2004 Interactive Voice Response Installation and Configuration Guide NORTEL NETWORKS 2 Interactive Voice Response Installation and Configuration Guide Copyright 2004 Nortel Networks All rights reserved 2004 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0606198 02 Contents Chapter 1 About Interactive Voice Response 0 00 e eee eee 5 What YOU need to KNOW 4 an civdwn ds 0000 00 a ee near shew ac 5 Hardware and software requirements 00 0 tee 5 Interactive Voice Response capacities 0 0 0 cc eas 6 ge ees ed e E 004 niit ee ee
17. To check if all elements are uninstalled use the Windows NT Find function to search your drives for other related elements For instance search on the word peri If you are unsure 1f a file is used strictly by Nortel Networks packages either leave the file on the system or contact your Nortel Networks support personnel for additional assistance Interactive Voice Response Installation and Configuration Guide 54 Chapter 3 Administering Interactive Voice Response Removing the environment variables 1 N OO A Click the Windows Start button click Settings and click Control Panel The Control Panel window appears Double click the System icon The System Properties window appears Click the Environment tab System Properties TERMCAP C APROGRATWORTELSNUTCAMUTCRO TERMINFO C APROGRA TNORTELSNUTCANUTCRO VPSHOME E M rtel Networks Ri wiridir CIAL T F C ATEMP C ATEMP VPSHOME E Woortel Network sw A se dee Lo Cancel pply In the list of system variables select the VPSHOME setting and click the Delete button Click the Set button Click the Apply button Repeat steps 4 through 6 to delete these variables e ASEHOME e PERLSLIB e MAX_REAL_VPS_NUM e NUTROOT e TERM e TERMCAP e TERMINFO e PREPORTHOME In the list of system variables select PATH The variable information appears in the variable and value boxes P0606198 02 Chapter 3 Administering Interactive Voice Response 55
18. active Voice Response service operates after a reboot 47 Backing up and restoring Interactive Voice Response 0000e eae 48 Creating Interactive Voice Response logS 2 22 2222 nennen eee 49 WIN GIS Ades eed Ree ceeded hE RES Eee eee 64 re OR 52 Considerations for uninstalling PeriView 00000 e eee ee ee eee 52 Uninstalling the patch bundle ccc tee ees 52 Uninstalling packages using PERlinstaller 00 0020 cee ees 52 Removing additional files and directories 0 0 00 cee ees 53 Removing the environment variables 0 0 00 eee ees 54 Removing Interactive Voice Response XVision and JRE 55 CeO PROS oh one hye shoes ent ees rear TEKS ON e SRE ER 55 Chapter 4 RR lag oes Owe aw ne Ree eee ee ee oe eee ee Ree ae 57 GG oid oe ask Ee ee Re E ee bee ee Ae eee eee 61 Interactive Voice Response Installation and Configuration Guide 4 Contents P0606198 02 Chapter 1 About Interactive Voice Response This guide leads a system administrator through installing and configuring Interactive Voice Response on a Business Communications Manager system Interactive Voice Response is an automated telephony application that prompts callers with a combination of recorded menus and prompts and real time data from databases Users enter digits from their touch tone key pad that directs the Interactive Voice Response application to access databases and play informati
19. as shown below F Program Files Nortel Networks IVR vpsl etc commgr cfg VPS TN3270 Example host 1 protocol vpstn3270 host 1 svcid 1 512 unassign host 1 svcid 1 24 sess 1 host 1 svcid 1 24 assignvt 1 Execute the following command to stop and start the Interactive Voice Response service This activates host communications for TN3270 on Business Communications Manager according to the protocol configuration files you defined bcmivr C TEMP gt net stop Nortel Networks IVR The Nortel Networks IVR service was stopped successfully bcmivr C TEMP gt net start Nortel Networks IVR The Nortel Networks IVR service is starting The Nortel Networks IVR service was started successfully P0606198 02 Chapter 2 Installing Interactive Voice Response 33 16 Verify the HOST specific processes are up and running bcmivr C TEMPsvsh vsh vps 1 vos bcmivr 1 gt srp vos status NODE PORT USER PID LINE STATE ENTERED STATE FLAGS CMDLINE Component vps 1 vos bcmivr bemivr 4002 SYSTEM 1655 RUNNING Nov 06 03 45 34 C bim bcemivr 3982 SYSTEM 2371 RUNNING Nov 06 03 45 33 C vstat bcmivr 3998 SYSTEM 2189 RUNNING Nov 06 03 45 33 C commgr bcmivr 3992 SYSTEM 2394 RUNNING Nov 06 03 45 34 C vpstn3270 17 Atthe command prompt type gt telnet falvmx 23 Check that the telnet window displays that you have made a connection to the HOST PE bcmive B TS CAsinnESestemsAcmd exe 0 03000007 E Ad Corm Connec Edt Iemma Help S
20. cations Manager names that are to gt be administered by this PeriView workstation cannot be resolved with DNS For all BCM names which cannot be resolved with DNS update the HOSTS file 1 On the workstation where you are installing Peri View locate the HOSTS file in the folder C Winnt System32 drivers etc To make sure the HOSTS file is not read only e Right click the HOSTS file and click Properties e Clear the READ ONLY box if it is selected Edit c winnt system32 drivers etc HOSTS using Notepad add the IP address and the BCM name for each BCM to be administered by this Peri View workstation except the BCM names which can be resolved with DNS at the end of the Hosts file For example if Per1View needs to administer BCMI BCM2 and BCM3 the BCMI IP address can be obtained from a DNS server but BCM and BCM3 cannot Therefore the hosts file should have these entries 127 0 0 0 loopback 47 10 10 10 BCM2 47 10 10 20 BCM3 4 Save the changes and close the file Interactive Voice Response Installation and Configuration Guide 24 Chapter 2 Installing Interactive Voice Response Adjusting the number of voice ports You can adjust the minimum and maximum number of Interactive Voice Response ports For more information about voice ports refer to the Business Communications Manager Programming Operations Guide The combined maximum number of voice ports for Interactive Voice Response voicemail and Call Center cannot exc
21. d Events Manager Report a Manager Rasen Problem Wizard Poi Q Report A Problem Report a Problem Wizard Step 3 Maintenance Please select the applications you are experiencing probleme with eck Fish Canc Applications IF Telephony Maintenance Tools General Report Settings Archlog Settings L Attendant Console D Call Center MT Call Detal Recording C Call Center Reporting L Desktop Assistant D FAX C IP Sets 2002 C IP Sets 2004 C IP Soft Chent 2050 C IP Trunks L Symbol C Interactive Voice Response Digital Telephony U Personal Call Manager D Analog Sets C TAP Appbcations C Analog Trunks Unified Messaging C DECT C Voice Button C Digital Sets C Voice Mad Call Pilot D ISDN Metworking Data Ad nmistration and Setup M Firewall Backup and Restore C IFSEC L Key Codes C TIF Routing 7 Patch Installation System Upgrade C IFX Routing Programming Wizards C Network Address Translation Untied Manager 9 Click the Interactive Voice Response files box and logs that pertain to Interactive Voice Response are collected and stored the same way as existing logs for your Business Communications Manager system A list of the specific logs collected is displayed NORTEL Business Communications Manager i Your Location BCM Product Maintenance amp Support Scheduled Events Man Manager er Report a a Problem Wizard Report Prblem Report a Problem Wizard Step 3
22. e Open button This adds the C Program Files Vision Fonts X View directory to the list in the Properties for X Vision window 6 Click the Apply button then click the OK button To set up TCP IP transport For proper operation of the Peri View Software set the UNIX TCP IP Transports parameter to Always Enabled 1 Click the Windows Start button choose Settings point to Control Panel and click the Vision Communications icon The Visions Communications window appears Click the Transports tab select TCP Unix then click the Properties button The Transports Properties window appears Click the Communications tab Ensure the Protocol field contains TCP IP and the description field is labeled TCP Unix If not set these fields to those values Interactive Voice Response Installation and Configuration Guide 22 Chapter 2 Installing Interactive Voice Response Click the Enable this transport button Click the Apply button then click the OK button On the Transports tab of the Visions Communications window click the Apply button then click the OK button 8 Add the Business Communications Manager node number and name to the VPSHOSTS file You must obtain BCM node number and name from Unified Manager for each Business Communications Manager that is to be administered by this PeriView workstation and add them to the vpshosts file 1 Log on to Unified Manager 2 Click the Services key and click the IVR heading The node
23. e name of the profile you want to adjust Gizs up Eau 0810 10 97 Coampinhenen us ta Change the values in the Minimum and Maximum boxes Click the Save button If you want to change the amount of fax ports click the Fax line and on the Configuration menu click the name of the setting you want to change Change the values in the Mintmum and Maximum boxes Click the Save button Click the Configuration tab and from the Active Configuration list box select the setting you adjusted On the Configuration menu click Update Current Configuration After you change the minimum or maximum number of Interactive Voice Response ports or fax ports you must reboot your system Log back on to Unified Manager You are now ready to upload Interactive Voice Response prompts Go to Uploading Interactive Voice Response prompts on page 26 Interactive Voice Response Installation and Configuration Guide 26 Chapter 2 Installing Interactive Voice Response Uploading Interactive Voice Response prompts 1 11 Have available the prompts that have been created for your Interactive Voice Response system On a computer that can be accessed on your Business Communications Manager system create a shared public folder and copy the prompts mmi and mmd files to it In Unified Manager click the Services key Click the IVR key and click the IVR Prompts heading The IVR Prompts Location In
24. ee ee eee 7 Chapter 2 Installing Interactive Voice Response 00 0c cece eee 9 Overview of installing Interactive Voice Response 000 c eee ees 9 Enabling the Interactive Voice Response software authorization code 11 Making Interactive Voice Response an automatic service 200005 12 Administering several Interactive Voice Response systems 02005 13 About Installing PeriView aan nn nr an SSSEROE REEDS 14 Before you install PeriView 0 0 ccc eee ee eee eee 14 WO Sia FIGS 246 6bcs erraten 250404504 458855504 15 Adjusting the number of voice portS 0 cc tenes 24 Uploading Interactive Voice Response prompts 0 000 cee ees 26 Installing the client database software 00 cc ees 27 Databases supported on Business Communications Manager 28 Configuring host access 2 oc cs cee e nest aaaea axes 29 Enabling the Host Communication Access Keycode 2 222202 nern 29 Using PeriView to load and configure scripts 0 00 c eee eee eee 36 Dialing the Interactive Voice Response extension 00 0c eee eee ees 41 Assigning lines to Interactive Voice Response 0 0c cece ees 42 Viewing or changing the system fax name 1 ce es 44 Chapter 3 Administering Interactive Voice Response 000000ee eee eeee 45 Stopping starting or restarting Interactive Voice Response service 46 Changing how Inter
25. eed 32 Fax is automatically enabled for Interactive Voice Response and the maximum number of fax port is set to 2 The default values for Interactive Voice Response are the number of ports purchased for the maximum and 2 for the minimum To adjust the number of voice ports 1 2 3 4 Log on to Unified Manager Click the Resources key Click the Media Services Card key Click the MSC Configuration heading The Configurations page appears Group Configuration Perloomance Fault 147 55 139 69 F i fe a Configurations Cument Default Custom Custom2 Custom3 Add Delete Died All Config aiiis te BCM 4T 6513869 System Active Configuration Defauk 7 Resources gt LAN Update ce Reboot Required we Te g WAN Media Senices Card Custom 1 Name fCuson OSC S MSC Configuration DTMF Configuration Media Bay Modules Custom 2 Mame Custom 2 amp Dial Up amp Dect Custom 3 Name Custom 3 Serdices amp Management Diagnostics 5 To view your current setup click the Current tab P0606198 02 10 11 12 13 14 15 16 17 Chapter 2 Installing Interactive Voice Response 25 If you want to change the number of voice ports click the tab that has the Custom configuration you want to change Custom 1 2 or 3 These are the default names In the list select the IVR Ports line On the Configuration menu click th
26. ense per system not per Business Communications Manager Interactive Voice Response Installation and Configuration Guide 6 Chapter 1 About Interactive Voice Response Interactive Voice Response capacities Maximum simultaneous calls 24 24 voice ports Maximum voice ports that can be allocated to 16 voicemail Recording time available on Business Communications Manager for all applications 20 Gb disk 325 hours Interactive Voice Response CallPilot and Call Center There are other restrictions that can alter the real number of Voice Ports available on a Business Communications Manager For more information refer to the Business Communications Manager Programming Operations Guide Configuring the MSC Resources Voice Ports cannot be shared between voicemail Call Center and Interactive Voice Response P0606198 02 Chapter 1 About Interactive Voice Response 7 How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support Tel
27. ephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com Interactive Voice Response Installation and Configuration Guide 8 Chapter 1 About Interactive Voice Response P0606198 02 Chapter 2 Installing Interactive Voice Response This chapter contains Overview of installing Interactive Voice Response Enabling the Interactive Voice Response software authorization code Making Interactive Voice Response an automatic service Administering several Interactive Voice Response systems About Installing Peri View e Before you install Peri View e To install PeriView Adjusting the number of voice ports Uploading Interactive Voice Response prompts Installing the client database software e Databases supported on Business Communications Manager Configuring host access e Enabling the Host Communication Access Keycode Using Peri View to load and configure scripts Dialing the Interactive Voice Response extension Assigning lines to Interactive Voice Response Overview of installing Interactive Voice Response To install Interactive Voice Response you 1 Enable the Interactive Voice Response software authorization code Refer to Enabling the In
28. ery 360 seconds Product lu6 2 1 0 Licensed to host ID 0 a0 cc 56 71 c9 Refresh every 360 seconds Next activate the host protocol You can use TN3270 TelNet 3270 which is one of the many host protocols Interactive Voice Response supports TN3270 is a client program that uses the TCP IP networking protocol TN3270 is widely used to connect a desktop computer to a mainframe or main server On Business Communications Manager ensure that the vpstn3270 cfg file exists in the component s etc directory If it does not exist copy it from the PERIhostp etc componentetc directory Check that these files are present e commer cig e vos cfg e vpstn3270 cfg P0606198 02 Chapter 2 Installing Interactive Voice Response 31 Directory of F Program Files Nortel Networks IVR PERIhostp componentetc 07 14 03 12 40p lt DIR gt 07 14 03 12 40p lt DIR gt 05 14 01 02 11p 2 195 appc_cm cfg 05 14 01 02 11p 127 atte cfg 10 11 01 11 25a 179 atte cfg sample 1 05 14 01 02 11p 1 267 cca mgr cig 05 14 01 02 11p 1 673 cca serv cfg 05 14 01 02 11p 792 geotel cfg 05 14 01 02 11p 194 pos_serv cfg 05 14 01 02 11p 135 vpstn3270 cfg 10 11 01 11 25a 194 vpstn3270 cfg sample 1 11 File s 6 756 bytes Directory of F Program Files Nortel Networks IVR vpsl etc 11 06 03 01 11a lt DIR gt 11 06 03 Ol lla lt DIR gt 07 01 03 05 34a 142 ase cfg 07701703 05 34a 142 ase cfig bem 09 10 03 07 13a 154 aselines cfg 07 01 03 05 34a 554 bim cfg 05 14 0
29. es have been removed Other packages rely on PERIperl and may not function properly even if PERIperl is reinstalled If you accidentally uninstall PERIperl before uninstalling a package that requires PERIperl uninstall the reliant package and then reinstall both PERIperl and the reliant package If you later want to use this same application processor to run PeriView Client software again you will have to completely reinstall all necessary packages according to the instructions in To install PeriView on page 15 Uninstalling the patch bundle You must remove the patch bundle before you remove Peri View packages 1 On the computer you want to uninstall PeriView from click the Windows Start button click Settings and click Control Panel The Control Panel window opens Double click the Add Remove Programs icon Select PERIMPSPatch Bundle X where X represents the pack or bundle version Click the Add Remove button Uninstalling packages using PERlinstaller This procedure removes PeriView packages using PERlinstaller PERIinstaller uninstalls all PeriView packages in the correct order 1 Quit any programs that are running including any Nortel Networks or Periphonics services Click the Windows Start button and click Run In the c temp folder double click the PERIinstaller folder and double click setup exe The Welcome window appears Click the Next button If any other programs are still running click the Cancel b
30. es that appear during the installation In the Continue window click the Yes button After the final package in your selection is installed PERlinstaller reboots your machine Log on if necessary and respond to any messages you receive P0606198 02 Chapter 2 Installing Interactive Voice Response 21 6 Install Patch Bundles 1 3 Close any other programs that are running including any Nortel Networks or Periphonics Services In the c temp folder double click the PERIPatch folder and double click PERIMPSPatch_Bundle_XX exe where XX is the patch bundle number The files extract and install to their appropriate locations This can take several minutes After the files are installed the message Patching is complete or Commit Locked Files appears Click the OK button and reboot the system 7 Set up XVision and TCP IP After you install the Per1View packages add the compiled fonts to X Vision and set up TCP IP transport To add compiled fonts 1 To launch the XVision server click the Windows Start button click Programs click Vision and click X Vision Server 2 Inthe system tray right click XV and choose Properties The Properties for X Vision window appears 3 Click the Fonts tab then click the Add button The Add New Font Path Item window appears 4 Select the Fonts Folder option then click the Add button The Choose a folder of fonts window appears 5 Select the X View folder then double click th
31. firm that the appropriate Interactive Voice Response script answers the call 1 Ona one line or two line display telephone connected to your Business Communications Manager system press Feature 985 The display shows the Voicemail extension 2 Press the NEXT softkey or to view the Interactive Voice Response extension The display shows the Interactive Voice Response extension 3 Dial the Interactive Voice Response extension and check that the script answers the call Note You can program the Interactive Voice Response extension to be any extension on Business Communications Manager for example the prime set for trunks ringing sets for Night Service CFNA sets etc For information about changing extensions see Changing telephone DNs using the Unified Manager in the Business Communications Manager Programming Operations Guide If you change the Interactive Voice Response extension you must restart Interactive Voice Response service For how to restart Interactive Voice Response service see Stopping starting or restarting Interactive Voice Response service on page 46 Interactive Voice Response Installation and Configuration Guide 42 Chapter 2 Installing Interactive Voice Response Assigning lines to Interactive Voice Response You can assign which lines answer Interactive Voice Response calls If you want to assign multiple lines go to To assign multiple lines to Interactive Voice Response on page 43 To assi
32. formation page appears In the Machine Name or IP address box enter the name or IP address of the computer where the prompts are located In the Shared Folder Name box enter the name of the shared folder that contains the mmi and mind files In the Subfolder box enter the subfolder name if there is one In the Domain name User account box enter the domain name or user account you need to access the shared folder In the Password box enter the password for the shared folder if there is one On the Configuration menu click Apply New IVR Prompts Business Communications Manager uploads the mmi and mmd files from the shared folder A message appears that asks you to confirm your choice Click the OK button While the prompts are being installed Interactive Voice Response service is shut down After the operation is complete Interactive Voice Response Service restarts automatically P0606198 02 Chapter 2 Installing Interactive Voice Response 27 Installing the client database software For information about host access refer to the Media Processor Server Series COMMGR Reference Manual and the BCM IVR Integration Supplement For information about reports refer to the PeriReporter User s Guide and the BCM IVR Integration Supplement To find Interactive Voice Response guides 1 On the Unified Manager main page click the Documentation button The Documentation Product Overview amp Tips page appears 2 Click the Documenta
33. ftware etc as well as detailed system information which is required to diagnose and resolve problems MEORTEL rE NETWORKS Business Communications Manager m mer Support Your Location BOM Product Maintenance amp Support Contacts ee o Diagnose Potential Problems Kapor A Rroblam Scheduled Events Manager Maintenance Archlog Explorar Show Archlog Packages Syster Information Order amp Enable Show Scheduled Execution Optional Components Install Optional Components Maintenance Tools General 5 Click the Report a Problem Wizard link Interactive Voice Response Installation and Configuration Guide 50 Chapter 3 Administering Interactive Voice Response 6 In the box provided describe your problem and click the Next button ME RTEL NETWORKS Support Contacts TET Report A Problem Maintenance f Archlog Explorar f dynam Information z Companents Tools General Report Settings Archlog Settings 7 Click either the m Business Communications Manager E Your Location BCM Product Maintenance amp Support Scheduled Events Manager Report 2 Report a Problem Wizard Report a Problem Wizard Step 1 Please describe your problem including the date time that it occurred if possible EI How would you like to report this problem Archive logs only Warming E mail reporting may or may not work p
34. gn lines to Interactive Voice Response 1 Log on to CallPilot Manager 2 Click the Auto Attendant heading The Lines Administration page appears 3 Click the Change link for the line you want to assign to Interactive Voice Response The Line Properties page appears NEIRTEL NETWORKS Line Properties Line Number 1 Answer Mode Table Skiliset Number I Humber of Rings lo From the Answer Mode list box select Interactive Voice Response From the Number of rings list box select the number of rings before Interactive Voice Response answers You must select a number from 0 to 12 If you set the number to less than 2 Caller ID information may not be passed to Interactive Voice Response 6 Press the Submit key P0606198 02 Chapter 2 Installing Interactive Voice Response 43 To assign multiple lines to Interactive Voice Response 1 Start CallPilot Manager 2 Click the Auto Attendant heading 3 Click the Change Many Lines link The Change Many Lines page appears NORTEL NETWORKS Change Many Lines Line Range 1 500 From 20 Te 50 Answer Mode Table Skillset Number Auto Attendent u nteracive Yo ce Sone Number of Rings 4 gt Submit _cancet_ In the From box type the number of the first line to add In the To box type the number of the last line to add From the Answer Mode list box select Interactive Voice Response 19 0 A From the Number of rings list box select t
35. gure scripts Go to Using Peri View to load and configure scripts on page 36 Enabling the Host Communication Access Keycode 1 Retrieve the Authorization number for Host Communications from the NTKC0098 documentation kit and the order code of the feature you want to enable for example geotel iex atte Record the MAC address of the Business Communications Manager The Medial Control Address MAC address is a hardware address that gives a unique identification to each node of a network a Log on to Unified Manager b Click the Resources and LAN keys C Select the LAN interface you will use to communicate with the external host LAN 1 for example The LAN Summary page appears with the LAN Summary tab displayed d Record the information that appears in the Physical Address box This is your MAC address Contact Nortel Support call 1 800 4Nortel select option 5 and then option 1 Tell the Nortel support prime that you need assistance producing a keycode for Business Communications Manager Interactive Voice Response You will be connected to the Level 2 Nortel Keycode support prime Tell the support prime that you want to produce a Business Communications Manager Host Communication keycode license file Tell the keycode support prime the MAC address you obtained in Step 2 and the Authorization number from the NTKC0098 documentation kit The Nortel support prime will generate the keycode and e mail it to you The file
36. han where prohibited by law and subject to legal requirements Nortel Networks reserves the right to review any information in any form on this network at any time Fill in your USERID and PASSWORD and press ENTER Your password will not appear when you type it USERID gt PASSWORD gt COMMAND gt VM ESA ONLINE RUNNING NTIVMX vsh vps 1 vos bcmivr 7 gt vpstn3270 show tn3270 vpstn3270 show tn3270 VT hostname port 1 falvmx 23 2442 2 falvmx 23 3 falvmx 23 4 falvmx 23 5 falvmx 23 6 falvmx 23 7 falvmx 23 8 falvmx 23 9 falvmx 23 10 falvmx 23 11 falvmx 23 12 falvmx 23 13 falvmx 23 14 falvmx 23 15 falvmx 23 16 falvmx 23 17 falvmx 23 18 falvmx 23 19 falvmx 23 20 falvmx 23 21 falvmx 23 22 falvmx 23 23 falvmx 23 24 falvmx 23 luname term type RFC iac eor None IBM 3278 2 1576 ff ef Connected cd 7 None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IBM 3278 2 1576 ff ef I None IB
37. he DN and re enable the skillset When you send or receive faxes the receiving machine shows that Voicemail is sending and receiving faxes Make sure that you have set the System Name in the fax Properties page of CallPilot Manager The name Voicemail is the default name if you do not specify a name For how to set the system fax name refer to Viewing or changing the system fax name on page 44 Interactive Voice Response Installation and Configuration Guide 60 Chapter 4 Troubleshooting P0606198 02 Index A Alarms and SNMP Traps 57 Archlog Explorer 49 ASEHOME 54 B Backup and restore 48 BRU 48 Business Communications Manager multiple systems 13 node number 13 C Capacities 6 disk space 6 fax 6 recording time 6 simultaneous calls 6 voice ports 6 voicemail 6 D Disk space 6 E Environment variables ASEHOME 54 PATH 54 PERLSLIB 54 removing 54 VPSHOME 54 Extension Interactive Voice Response 41 F Fax calls 6 Fax name 44 Fax ports 6 H Host access 29 keycode 29 Host access configuring 29 61 Installation before you install 14 host access 29 overview 9 software authorization code 11 uploading prompt 26 voice ports 24 Interactive Voice Response backup and restore 48 definition 5 enabling 11 extension 41 logs 49 multiple systems 13 removing 55 restarting 41 software authorization code 11 stopping service 46 Interactive Voice Response prompt uploading 26
38. he number of rings before Interactive Voice Response answers You must select a number from 0 to 12 If you set the number to less than 2 Caller ID information may not be passed to Interactive Voice Response 8 Click the Submit button Interactive Voice Response Installation and Configuration Guide 44 Chapter 2 Installing Interactive Voice Response Viewing or changing the system fax name When Interactive Voice Response sends a fax it uses the system fax name that is programmed in CallPilot Manager The system name transmits to external fax machines as the station ID of the site Many fax machines show this value when transmitting or receiving and record it in transmission logs If you have not entered a system name no station ID is sent The system name can be a maximum of 16 characters You can use your main fax number as the system name To view or change the system fax name 1 2 3 Start CallPilot Manager Click the Configuration heading Click the Fax Properties link The Fax Properties page appears This page can appear differently depending on your system information If you want to change the system fax name in the System Name box enter a name for your Interactive Voice Response system The name can be a maximum of 16 characters NORTEL NETWORKS Configuration Mailbox Administration Please choose a configuration option Custom Call Routing Networking Fax Properties System Extension
39. hese other steps Refer to Assigning lines to Interactive Voice Response on page 42 Instead of selecting Interactive Voice Response set these lines to no answering Reinstall and reconfigure the database client software Refer to Installing the client database software on page 27 Redo the host configuration Refer to Configuring host access on page 29 Verify your Interactive Voice Response prompts with Feature 985 Refer to Dialing the Interactive Voice Response extension on page 41 Reassign your Interactive Voice Response lines Refer to Assigning lines to Interactive Voice Response on page 42 Chapter 3 Administering Interactive Voice Response 49 Creating Interactive Voice Response logs You can use the Report a Problem Wizard to collect logs for an Interactive Voice Response problem To create Interactive Voice Response logs 1 Log on to Unified Manager 2 Click the Maintenance button 3 Enter your system administrator user name and password and click the OK button The Maintenance and Support page appears 4 In the left frame click the Archlog Explorer link The Scheduled Events Manager window appears NORTEL NETWORKS Business Communications Manager Your Location ECM Product Maintenance amp Support Welcome to the BCM Product Maintenance amp Support Website This website was designed to provide easy to use tools for upgrading a ECM with new keycodes ophonal so
40. if you want Interactive Voice Response service to start automatically when Business Communications Manager reboots e select Manual if you want to select when Interactive Voice Response service starts after a reboot e select Disabled if you do not want Interactive Voice Response service to start after a reboot 7 Click the Save button Interactive Voice Response Installation and Configuration Guide 48 Chapter 3 Administering Interactive Voice Response Backing up and restoring Interactive Voice Response You can protect your Interactive Voice Response files by backing them up using the Backup and Restore utility BRU Interactive Voice Response service stops during a backup and restore All Interactive Voice Response voice recordings are backed up whenever you do a backup and restore The Backup and Restore utility modifies the Business Communications Manager configuration during the restore if Business Communications Manager is part of a multi node environment For example your node number is reassigned A multi node Interactive Voice Response system can be managed from Peri View immediately after a Restore without having to reconfigure it For how to perform a backup and restore refer to Backup and Restore Utility BRU in the Business Communications Manager Programming Operations Guide Note After you restore you must gt 1 P0606198 02 Assign the Interactive Voice Response lines to no answering while you do t
41. is too long to repeat over the telephone The name of the file is plservrc with no extension FTP the plservrc file to the Business Communications Manager to F Program Files Nortel Networks V R PERIplic etc Interactive Voice Response Installation and Configuration Guide 30 Chapter 2 Installing Interactive Voice Response 10 Telnet to the Business Communications Manager and use option 7 get to the command prompt Execute the following command to stop and start the license server This activates the keycode on the Business Communications Manager ocmivr C TEMP gt net stop Nortel Networks License Service The Nortel Networks License Service service is stopping The Nortel Networks License Service service was stopped successfully bcmivr C TEMP gt net start Nortel Networks License Service The Nortel Networks License Service service is starting The Nortel Networks License Service service was started successfully Verify the HOST licenses on Business Communications Manager In this example host ID points to the Business Communications Manager interface used to communicate with the respective HOST Type the command c plicmon localhost Available Licenses from Server localhost Product geotel 1 0 Licensed to host ID 0 a0 cc 56 71 c9 Refresh every 360 seconds Products 3270 1 0 Licensed to host ID 0 a0 cc 56 71 c9 Refresh every 360 seconds Product atte 1 0 Licensed to host ID 0 a0 cc 56 71 c9 Refresh ev
42. klanazer Hesian sari horse Interactive Voice Response Installation and Configuration Guide 18 Chapter 2 Installing Interactive Voice Response 3 In the left frame under the IVR Applications heading click the PeriView link The Peri View Client page appears MRE HORKS Call Cantar Applications Call g arji y Clients Hamann Muttiets Klient ipviaw Clients Voice Mail Applications Bea a 7 Pale 7 i a WA Applications Persie Applications Fi Inneres Desktop rajan Deskjop Sssistand Prg p Personal all Managers Adminisirsiars h p ji f Toolkits Cc LAN CTE Client cl 4allafion Lira ibrar Meqacsens die o Sun Solans jr i L Business Communications Manager ei Your Location BCM Download ienr Applications IWR Applications IVE Applications PeriView Client bidal TET Click the Download PeriView Client button Navigate to where you want to download the file to We recommend you download the file to c temp 6 Inc temp double click the self extracting PeriViewClient exe file The WinZip Self Extractor appears Winzip Self Extractor permewclient exe P0606198 02 Chapter 2 Installing Interactive Voice Response 19 3 Install XVision You must next install X Vision X Vision acts as an X windows environment emulator After installation is complete X Vision must optimize itself with the display The optimization process begins
43. lines If you have downloaded prompts and configured scripts check the list of Alarms and SNMP Traps for Interactive Voice Response information This can help you analyze the problem To check the list of Alarms and SNMP Traps 1 Start Unified Manager 2 Click the Maintenance button 3 Log on with your user name and password The Product Maintenance amp Support page appears 4 Click the Alarms and SNMP Traps link Review this information for Interactive Voice Response events For ass stance in interpreting this information contact your next level of support Interactive Voice Response Installation and Configuration Guide 58 Chapter 4 Troubleshooting Interactive Voice Response is not answering calls Make sure that Interactive Voice Response is programmed to answer lines Refer to Assigning lines to Interactive Voice Response on page 42 The Interactive Voice Response call flow is not working as it should be Contact the organization that created your Interactive Voice Response scripts The Interactive Voice Response prompts are too soft too loud or have static in them Contact the organization that recorded your Interactive Voice Response prompts Interactive Voice Response doesn t answer calls Make sure that the maximum number of Interactive Voice Response ports and the maximum number of CallP lot Call Center ports do not add up to less than 3 ports Refer to Adjusting the number of voice ports on page 24 In
44. nfigure scripts on page 36 and see the PeriView User s Guide for more details Verify Interactive Voice Response is working by dialing the Interactive Voice Response extension Refer to Dialing the Interactive Voice Response extension on page 41 Using CallPilot Manager assign the lines you want the Interactive Voice Response scripts to answer Refer to Assigning lines to Interactive Voice Response on page 42 Back up Interactive Voice Response Refer to Backing up and restoring Interactive Voice Response on page 48 Chapter 2 Installing Interactive Voice Response 11 Enabling the Interactive Voice Response software authorization code You enable Interactive Voice Response by enabling the Interactive Voice Response software authorization code on the Business Communications Manager Unified Manager To enable a software authorization code 1 Point your web browser to the URL http lt xxxx gt 6800 where lt xxxx gt is the domain name or IP address of Business Communications Manager The Business Communications Manager Unified Manager screen appears Click the Configure button The Login screen appears In the User ID and Password boxes enter your system administrator user ID and password and click the Login button The Unified Manager screen appears Click the System key Click the Licensing heading The Licensing Setting screen appears On the Configuration menu click Add a Keycode The Applied Ke
45. number of the Business Communications Manager is shown in the Node Number box P0606198 02 Edt Configuration Performance Fault Repol fools Logoll Whew Help Po 138 63 Add Delete Del All F GI BCM 47 65 138 69 amp System Senices Mion Services amp IF Telaphoriy amp Call Detail Recording LAN CTE Configuration amp Console Service amp Voice Mail z Hueknecdla Call Center Hie amp DONS amp P Routing amp SNMP amp oS Monitor Ee Web Cache amp Net Link Mar amp Alarm Service MAT E VPN amp Policy Management amp NTP Client Settings Management Diagnostics Summary Summary ne each Field Version ic 7777 Status MAA Node Number fi Chapter 2 Installing Interactive Voice Response 23 3 Open WordPad and edit the vpshosts file in VPSHOME common etc At the bottom of the file add the node number of the Business Communications Manager to be monitored the name of the Business Communications Manager the default name is NEEDSNEWNAME and VPS For example if I want my PeriView workstation to monitor my three Interactive Voice Response Business Communications Manager systems I add these entries at the end of the vpshosts file e 1 BCMI1 vps e 2BCM2 vps e 3BCM3 vps 9 Add IP information for the Business Communication Managers to the HOSTS file Note Do this procedure only if the Business Communi
46. on back to the caller Interactive Voice Response is a call handling system that frees up employees to perform their jobs and agents to make sales rather than answer frequently asked questions Interactive Voice Response can distribute calls make announcements and give callers access to relevant information from dynamic databases 24 hours a day 7 days a week This chapter contains e What you need to know e Hardware and software requirements e Interactive Voice Response capacities e How to get help What you need to know To install Interactive Voice Response you must know e how to log on to Unified Manager and use the Unified Manager interface Refer to the Business Communications Manager Programming Operations Guide for more information e how to log on to CallP lot Manager and use the CallP lot Manager interface Refer to the CallPilot Manager Set Up and Operation Guide for more information e how to use Peri View Refer to your Peri View system documentation for more information e how to create shared network folders Refer to your Windows documentation for more information Hardware and software requirements e To install Per1View you must have a computer that runs Windows NT with Service Pack 6 e You must have an Interactive Voice Response keycode e You must have one Client Administration Software License for the Business Communications Manager that you use to perform administration using PeriView You need one lic
47. roperly depending on the e mail size hrutahons set by your Internet Service Provider Ifthe sze of the Archlog Package is larger than the maximum allowable size of an e mail message you won t be able to use e mail to report your problem Nest Cancel Basic Application Selection button and go to step 8 Or Advanced Application Selection button and go to step 9 M RTEL NETWORKS lainienance Tools General Report Sellings Archlog Settings P0606198 02 Business Communications Manager se Your Location BC i Report a Problem Wizard Product Maintenance amp Support Scheduled Everts Miana 7 Raapil Manager Report a Problem Wizard Step 2 Application Log selection Basic Applicaton Selecton Bas c application selection allows you to select which applications you are expenencing problems with This selection method is recommended for most users Acvenced Log File Selection Advanced log fle selechon allows you to specify exactly which log files you want to archwe This selection method is recommended for advanced users only Beck Cancel Chapter 3 Administering Interactive Voice Response 51 8 Click the Interactive Voice Response box and logs that pertain to Interactive Voice Response are collected and stored the same way as existing logs for your BCM system MEIRTEL HETWORKS Business Communications Manager 4 Your Location BOM Product Maintenance amp Suppor Schedule
48. stallation location To install JRE to a location other than the one shown click the Browse button choose the location and click the OK button Then click the Next button You do not need to reboot your system Interactive Voice Response Installation and Configuration Guide 20 Chapter 2 Installing Interactive Voice Response 5 Install the PeriView Client 1 Close any other programs that are running including any Nortel Networks or Periphonics Services In the c temp folder double click the PERlinstaller folder and double click setup exe The Welcome window appears Click the Next button If any other programs are still running click the Cancel button and close them If some Nortel Networks or Periphonics components are already installed on the machine you may see a message asking whether you want to install or uninstall Choose Install The Select Components window appears Click the Typical button then click the Next button The Confirm packages to install window appears Check that these packages are listed e PERIperl e PERI gase e PERIplic e PERIfw e PERIcmpat e PERIprpt e PERIglobl e PERIview e PERITinvoke e PERIase e PERIgrs If these packages are not listed contact your Nortel Networks support personnel for additional assistance Click the Yes button to begin installation or f the packages you want are not listed click the No button then click the Exit Setup button Respond to any messag
49. stem j BCM DHCP Server oa BCM DNS Server in Cache M gt BCM DNS Server in Cache M Nieren Wo BCM Muti Protocol Router E SNMP 7o 1 1 YOA ks ERBE aad irn 3 QoS l ACM Dialog Box a vor Gat QoS Mor EI Web Cac Net Link Call Deta ZU LAN CTE management Diagnostics J1 Console Alam Sei o a o O are 5e oo E EEN EOT 6 Click the Save button P0606198 02 Chapter 3 Administering Interactive Voice Response 47 Changing how Interactive Voice Response service operates after a reboot Log on to Unified Manager Click the Diagnostics key Click the Service Manager heading The Services List page appears Meats Desh ars MM eres EA te i Vacant DAS Sens 7 pla ia 10 1 MT laing Flos z re orice l Ze See Mars Mapa Mehmorks Startup Genies Depi Marne i ated Metorke MFI Startup Autona x i Siau Aunning amp Wakhdag e g Disk Hiraina en Haraya T Ceper Detug Heiss Minii Agerd _ More Hetucks A HT LH Secu Supp Poia Gaie l In the list select Nortel Networks IVR On the Configuration menu click Modify Services If you want to change the mode of Interactive Voice Response operation when you reboot Business Communications Manager from the Startup list box e select Automatic
50. teractive Voice Response doesn t recognize key presses If the call is a direct call from a Companion set it is not supported If the call is a call transferred from a DECT set it is not supported A Call Center skillset is not taking calls after enabled Interactive Voice Response Make sure that the skillset DN does not conflict with any active application DNs To see a list of active applications DNs 1 Log on to Unified Manager 2 Click the Services key 3 Click the Telephony Services key 4 Click the System DNs key P0606198 02 5 Click the Active application DNs key The active application DNs appear under the Active application DNs key Edt Lonhquration 47 65 1368 65 Comprehensive A d d D E BCM ete Del Al 47 65 138 69 amp System amp Resources Senices Telephony Services System DNs fe amp Em de de em Er Em i Er amp Acte set DNS E Active Companion DNs B DN 440 amp Inactive DNs amp AIISDNDECT DNs amp All system DMS Lines Restriction filters Call routing scheduled serices System speed dial General settings Hunt groups Companion Hospitality Telco features amp IP Telephony amp Call Detail Recording amp LAN CTE Configuration amp Console Semice Er Voice Mail amp Multimedia Call Center SONR Fertorma Chapter 4 Troubleshooting 59 6 Ifthe skillset DN appears in the list disable the skillset change t
51. teractive Voice Response software authorization code on page 11 Make sure you have a Client Administration Software License for the BCM that you use to perform administration using PeriView Make Interactive Voice Response an automatic service Refer to Making Interactive Voice Response an automatic service on page 12 If you are going to use Interactive Voice Response in a multi node environment refer to Administering several Interactive Voice Response systems on page 13 Install PeriView on a Windows NT client PC Refer to About Installing PeriView on page 14 Assign Voice Ports to Interactive Voice Response Refer to Adjusting the number of voice ports on page 24 Interactive Voice Response Installation and Configuration Guide 10 Chapter 2 Installing Interactive Voice Response 10 11 12 13 P0606198 02 Upload the Interactive Voice Response prompts to Business Communications Manager Refer to Uploading Interactive Voice Response prompts on page 26 Install the Client Database software using the appropriate method if your Interactive Voice Response scripts use database access Refer to Installing the client database software on page 27 Configure host access if your Interactive Voice Response scripts use host access Refer to Configuring host access on page 29 Use PeriView s Application Manager to load and configure the scripts Refer to Using Peri View to load and co
52. time is slow Make sure that the number of scripts assigned to lines via PeriView matches the maximum number of Interactive Voice Response Ports in the MSC Configuration section in Unified Manager Refer to Using Peri View to load and configure scripts on page 36 Interactive Voice Response is not working after restore an Interactive Voice Response backup on a new disk Make sure Interactive Voice Response is not disabled as a service Refer to Changing how Interactive Voice Response service operates after a reboot on page 47 PeriView cannot see Business Communications Manager e Make sure that the vpshosts file on the Peri View workstation is properly populated Refer to 8 Add the Business Communications Manager node number and name to the VPSHOSTS file on page 22 e Make sure that the hosts file on the Per1View workstation is properly populated Refer to 9 Add IP information for the Business Communication Managers to the HOSTS file on page 23 e Your PeriView workstation has to be on the same subnet as the published IP address that is programmed on your Business Communications Manager system e PeriView cannot access a Business Communication Manager system over a modem see errors in the EventViewer on Business Communications Manager for Interactive Voice Response Some errors can be expected if Interactive Voice Response is running as a service but you have not yet downloaded prompts or assigned scripts to
53. tion button Adobe Acrobat starts and the Business Communications Manager documentation screen appears 3 From the list select the language you want to view documentation in The technical and User Documentation page appears 4 Click the Other Applications heading The Other Applications page appears 5 Under the Interactive Voice Response heading click the link for the guide you want to access The pdf of the guide appears Interactive Voice Response Installation and Configuration Guide 28 Chapter 2 Installing Interactive Voice Response Databases supported on Business Communications Manager e Oracle native and ODBC e Sybase native and ODBC e MS SQL Server native and ODBC e DB2 native and ODBC e MS Access ODBC P0606198 02 Chapter 2 Installing Interactive Voice Response 29 Configuring host access To configure host access you must 1 Enable the host communication access keycode Refer to Enabling the Host Communication Access Keycode on page 29 Configure host access if your Interactive Voice Response scripts use host access Refer to the Media Processing Server Series COMMGR Reference Manual and the BCM IVR Integration Supplement for how to configure host access For how to find the guides refer to To find Interactive Voice Response guides on page 27 After you complete these two procedures you are ready to use PeriView the Interactive Voice Response administration tool to load and confi
54. utton and close them A message appears that asks you whether you want to reinstall or uninstall PERI packages P0606198 02 Chapter 3 Administering Interactive Voice Response 53 Choose Uninstall Respond to any messages during the uninstall The computer will reboot when necessary 8 To verify that packages uninstalled correctly use the Windows NT Find function to search the drives for PERI elements For example search on the word peri If you are unsure if a file is used strictly by PeriView packages either leave the file on the system or contact your Nortel Networks support personnel for additional assistance 9 Be sure to reboot the system after removing the packages Otherwise files are left queued for removal during reboot This can cause problems with future installations Removing additional files and directories Some files remain on the system if they can be used by other package versions or if they were created after a package installation If Nortel Networks packages are no longer being run on the computer where Peri View was installed you can regain disk space by removing these files You can remove these files e C winnt PERIinstaller e C Winnt Profiles All Users Start Menu Programs Nortel e VPSHOME directory You should be able to find this file in C Winnt system32 Before you remove VPSHOME you might have to manually remove files and or directories that were left behind during package uninstalls
55. ycodes screen appears In the Keycode box type the number of the Interactive Voice Response software authorization code Click the Save button A message appears that says you must reboot Do not reboot your system at this time Go to Making Interactive Voice Response an automatic service on page 12 Interactive Voice Response Installation and Configuration Guide 12 Chapter 2 Installing Interactive Voice Response Making Interactive Voice Response an automatic service 1 On Unified Manager click the Diagnostics key 2 Click the Service Manager heading The Services List screen appears 3 Inthe Display Name column select Nortel Networks IVR Group 0 jwaton ince Fault Report Toole Logoll 147 65 138 639 Message Trace Tool Automatic LocaSyster ai Tee Au JDI Network DDE Manual LocalSystel EET NetDDE dsdm Network DDE DSDM Manual al _LocatSyste a Fer 38 69 MetLinkM anager Met Link Manager Automatic LocalSyster Resources Netlagon Net Legon Manual LocalSystei Services nmagent Network Monitor Agent Manual _ aal _Localbystet D G hilar ran A Nrubisglogger Voice NNU Diagnostics Automatic _LocalSyste Nortel Networks Startu Nortel Networks VA Disabled _ LocalSyste z Ti NSACD NSACD Automatic LocalSyste Trunk Modules NtLmSsp NT LM Security Suppor Manual LocalSystet 2 He per Policy Service Automatic LocalSyste B PiugPlay Plug and Play

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