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Avaya IVR Configuration Guide

1. Note After you restore you must gt 1 Assign the Interactive Voice Response lines to no answering while you do these other steps Refer to Assigning lines to Interactive Voice Response on page 36 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 28 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 35 Reassign your Interactive Voice Response lines Refer to Assigning lines to Interactive Voice Response on page 36 P0606198 01 Chapter 3 Administering Interactive Voice Response 43 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 Inthe left frame click the Archlog Explorer link The Scheduled Events Manager window appears NORTEL NETWORKS Business Communications Manager Contacts Diagnose Potential Problems diagnose and resol
2. 00000 42 Creating Interactive Voice Response logs 222222 n nennen nen 43 Uninstalling PernVioW nn RER RER RUC ee RER A NER RENERERFRERFANHEHERERTRER ee RA 46 Considerations for uninstalling PeriView 00 sense een nenn 46 Uninstalling the patch bundle 0 eee 46 Uninstalling packages using PERlinstaller 0 000022 e eee 46 Removing additional files and directories 00 00 seen 47 Removing the environment variables 0 0 0 e eee eee 48 Removing Interactive Voice Response XVision and JRE 49 Crean EPOS 2242220 bee RRMA Ge cee a eee eee Ret eaadee bade he 49 Chapter 4 TTOUDESIDSUNG eee ee 51 INGE u a na eo aimee alae 55 Interactive Voice Response Installation and Configuration Guide 4 Contents P0606198 01 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 information back to the caller Interactive Voice Response is a call handling system that frees up employees to perform their jobs and agents to
3. Respond to any messages 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 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 Interactive Voice Response Installation and Configuration Guide 22 Chapter 2 Installing Interactive Voice Response 7 Set up XVision and TCP IP After you install the PeriView packages add the compiled fonts to X Vision and set up TCP IP transport To add compiled fonts 1 To launch the X Vision server click the Windows Start button click Programs click Vision and click XVision Server In the system tray right click XV and choose Properties The Properties for XVision window appears Click the Fonts tab then click the Add button The Add New Font Path Item window appears Select the Fonts Folder option then click the Add button The Choose
4. User Profiles General Performance Environment System Variables Variable Value TERMCAP C PROGRA 14NORTELSNUTCANUTCRO TERMINFO C PROGRA 14 NORTELSNUTC NUTCRO YPSHOME E Nortel Networks IVR windir C AWINNT m User Variables for GGRAVEL Value NNDrive F TEMP C TEMP TMP C TEMP Variable fvPSHOME Value JE Nortel Networks IVR Delete ok Care 4 In the list of system variables select the VPSHOME setting and click the Delete button 5 Click the Set button 6 Click the Apply button 7 Repeat steps 4 through 6 to delete these variables e ASEHOME e PERLSLIB e MAX_REAL_VPS_NUM e NUTROOT TERM e TERMCAP e TERMINFO e PREPORTHOME 8 In the list of system variables select PATH The variable information appears in the variable and value boxes P0606198 01 Chapter 3 Administering Interactive Voice Response 49 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 C PROGRA 1 NORTEL NUTC NUTCROOT bin C PROGRA 1 NORTEL NUTC NUTCROOT bin x 11 C PROGRA 1 NORTEL NUTC NUTCROOT mksnt C PROGRA 1 Vision C PROGRA 1 Vision System C PROGRA 1 COMMON 1 Vision 14 Click the OK button to close the window Removing Interactive Voice Response XVision and JRE After yo
5. Interactive Voice Response operation when you reboot Business Communications Manager from the Startup list box e select Automatic 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 42 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 PeriView 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
6. 009 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 01 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 PeriView e Before you install PeriView 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 Using PeriView 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 Interactive Voice Response software authorization code on
7. 01 Chapter 4 Troubleshooting 53 5 Click the Active application DNs key The active application DNs appear under the Active application DNs key Edit Configuration Perlorm 47 65 138 69 Comprehensive Add Dele ste Dei All GP BCM 47 65 138 69 System Resources Sernices Telephony Services System DNs Active set DNs Active Companion DNs Active application DNs DN 440 Inactive DNs All ISDNDECT DNs All system DNs Lines Restriction filters Call routing Scheduled services System speed dial General settings Hunt groups Companion Hospitality Telco features IP Telephony Call Detail Recording LAN CTE Configuration Console Service Voice Mail Multimedia Call Center SOR 6 Ifthe skillset DN appears in the list disable the skillset change the 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 38 Interactive Voice Response Installation and Configuration Guide 54 Chapter 4 Troubleshooting P0606198 0
8. 1 55 Index A Alarms and SNMP Traps 51 Archlog Explorer 43 ASEHOME 48 Backup and restore 42 BRU 42 Business Communications Manager multiple systems 14 node number 14 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 48 PATH 48 PERLSLIB 48 removing 48 VPSHOME 48 Extension Interactive Voice Response 35 F Fax calls 6 Fax name 38 Fax ports 6 H Host access configuring 29 Installation before you install 15 host access 29 overview 9 software authorization code 11 uploading prompt 27 voice ports 25 Interactive Voice Response backup and restore 42 definition 5 enabling 11 extension 35 logs 43 multiple systems 14 removing 49 restarting 35 software authorization code 11 stopping service 40 Interactive Voice Response prompt uploading 27 J JRE removing 49 L Line answering assigning 36 Line answering assigning multiple lines 37 Logs 43 M mmd 27 mmi 27 Multiple systems 14 N Node number 14 22 Number of rings assigning 36 37 Interactive Voice Response Installation and Configuration Guide 56 Index P Patch bundle 46 PATH removing 48 PER Installer uninstalling 46 PERIperl 46 PeriView 14 scripts 30 uninstalling 46 uninstalling files and directories 47 PERLSLIB removing 48 Prompt 27 uploading 27 R Recording time 6 r
9. 2 Installing Interactive Voice Response 00 0 e cece eee 9 Overview of installing Interactive Voice Response 000e eee ences 9 Enabling the Interactive Voice Response software authorization code 11 Making Interactive Voice Response an automatic service 005 13 Administering several Interactive Voice Response systems 55 14 About Installing P SMO woke lee Eee ww Ree he be eee ere 15 Belore you metall Pet ae 15 To Sell FEIERN are 16 Adjusting the number of voice ports 0 cee eee 25 Uploading Interactive Voice Response prompts 0 00 eee eee eee 27 Installing the client database software 00000 c eee es 28 Databases supported on Business Communications Manager 29 Configura NGSIACKESS 2cickebaeir belek ui hbase we aes 29 Using PeriView to load and configure scripts 0 00 e eee eee 30 Dialing the Interactive Voice Response extension 00 0 e eee eee 35 Assigning lines to Interactive Voice Response 0000ee eee e eee eee 36 Viewing or changing the system fax name 02 eee ee eee eee 38 Chapter 3 Administering Interactive Voice Response 000eeeeeeeeee 39 Stopping starting or restarting Interactive Voice Response service 40 Changing how Interactive Voice Response service operates after a reboot 41 Backing up and restoring Interactive Voice Response
10. 7 65 1381 System Management Diagnostics Fault Report Tools Logoff View Help BCM DHCP Server BCM DNS Server in Cache M IP Routing BCM Muki Protocol Router OLA CAIMD Anant SNMP E QoS BCM Dialog Box xj VolP Gat Services Description interactive Voice Response DECT Me DECT Ak Save Cancel a a 3 Warring Applet Window UTPS 30 100 90 12 UNISTIM Terminal Proxy Server VR 1 0 Interactive Voice Response 6 Click the Save button P0606198 01 Chapter 3 Administering Interactive Voice Response 41 Changing how Interactive Voice Response service operates after a reboot 1 Log on to Unified Manager Click the Diagnostics key Click the Service Manager heading The Services List page appears Group Configuration View Holp 176 10 10 17 3i y Dia a I Owing Muti Dish Manager Judoraaic Running LocatSysten I ONS Mensch DNS Server Autoreste Runrig LocsSyien DB acwi1010101 ae PCH Dislog fox gt e r m i SeviceName rea Networks Shartup Service j DepkMane fianna TrurkModuks ain inn Sankensnape sre i i Staur Auning ad Logonar Moon Oriver Det Fleody Waring Applet Window Net Logon Neteok Morda Agent Nortel Hebsoks VA NT LM Socuty Suppor Poky Senne In the list select Nortel Networks IVR On the Configuration menu click Modify Services If you want to change the mode of
11. Cal Center Reportinss Mastar Chord Coll Center Reporting Mutinie Ciani Mtima Cal Carter Yen Giert Voice Mail Applications ColPict Unified Messaging WR Applic ations Perivinwwy Desktop Applic ations Amendart Console Desktop Assistore Desktop Assistant Pro 2050 Software Phone Personal Call Manager Niet Vision Sambel Phone Business Communications Manager Your Locations CM Download Chent Applications Business Communications Manager Computer Telephony Integration Computer Telephony Integration CTI peovides companies with the ability to turn desktop computer into a powerful communications tool combining sight sound text animation video gaphics and other sophisticated telecommucetioes fonctions CTI comnects the intelligence of a personal computer with the power and flexhility of the Nortel Networks Business Comaeunications Manager To increase employee produetinity and customer satisfaction a mimber of applications ase supplied here and downloadable to the Client desktop by making the appropriate selection from the meme on the kft Nete Appboations may be dependent on other compares or software keys m order to be functional Each application pap will identify the dependencies required ia order to activate the appropriate fenctionality P0606198 01 Chapter 2 Installing Interactive Voice Response 19 3 In the left frame under the IVR Applications heading click the PeriView link Th
12. IDI Ash Gne Zum 5 mw SD Adress 6 tne 47 65 138 6H6E0NV D ne Moc Stant pcl 06 NBS m Pa gt e DON Se as DOD NORTEL NETWORKS Business Communications Manager 3 0 Select a language from the list Escoger idioma de la lista Choisir une langue dans la liste V lg et sprog pa listen Selecteer een taal uit de lijst V lj ett sprak fran listan S lectionnez une langue dans la liste Seleccione un idioma de la lista Wahlen Sie eine Sprache aus der Liste Selezionare una lingua dall elenco Velg et sprak fra listen 3 From the list select the language you want to view documentation in The technical and User Documentation page appears 4 Click the Applications heading The 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 P0606198 01 Chapter 2 Installing Interactive Voice Response 29 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 Configuring host access You must 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 Interactiv
13. Part No P0606198 01 18 September 2003 Interactive Voice Response Installation and Configuration Guide NORTEL NETWORKS 2 Interactive Voice Response Installation and Configuration Guide Copyright 2003 Nortel Networks All rights reserved 2003 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 01 Contents Chapter 1 About Interactive Voice Response 22020 eee e eee eee eee 5 Whatyounged to IOW near RO eee 5 Hardware and software requirements 000 tee 5 Interactive Voice Response capacities 0 00 eee rennen 6 Powe Ooo era a an 7 Chapter
14. The Choose Destination Location window appears Verify the default installation 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 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 PERIinstaller folder and double click setup exe The Welcome window appears Click the Next button P0606198 01 Chapter 2 Installing Interactive Voice Response 21 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 PERIinvoke 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 if the packages you want are not listed click the No button then click the Exit Setup button
15. 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 Interactive Voice Response Installation and Configuration Guide 18 Chapter 2 Installing Interactive Voice Response 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 A eons Wizards Install Clients CallPilot System Administration amp Management Preimstalled Client Access Home P Setup and Management Wizards Download Desktop Applications CallPilot Manager Documentation Documentation Product Overview amp Tips BRU cS Maintenance Backup Restore Utility Product Maintenance and Support 2 Click the Install Clients button The Download Client Applications page appears NORTEL Call Comer Applications
16. View cannot see Business Communications Manager e Make sure that the vpshosts file on the PeriView 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 PeriView workstation is properly populated Refer to 9 Add IP information for the Business Communication Managers to the HOSTS file on page 24 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 I 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 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 assistance in interpreting this information contact your ne
17. a folder of fonts window appears Select the X View folder then double click the Open button This adds the C Program Files Vision Fonts X View directory to the list in the Properties for X Vision window Click the Apply button then click the OK button To set up TCP IP transport For proper operation of the PeriView 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 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 P0606198 01 Chapter 2 Installing Interactive Voice Response 23 1 Log on to Unified Manager 2 Click the Services key and
18. ax port is set to 2 e 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 Log on to Unified Manager 2 Click the Resources key 3 Click the Media Services Card key 4 Click the MSC Configuration heading The Configurations page appears Group Configu ations GP BCM 47 65 138 69 System Active Configuration Defauk xj Resources a LAN Update or Reboot Required No S WAN Media Services Card Custom 1 Name tom MSC Configuration P DTMF Configuration Media Bay Modules Custom 2Name Custom 2 Dial Up Dect Custom 3 Name Custom 3 Services Management Diagnostics 5 To view your current setup click the Current tab Interactive Voice Response Installation and Configuration Guide 26 Chapter 2 Installing Interactive Voice Response 10 11 12 13 14 15 16 17 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 VR Ports line On the Configuration menu click the name of the profile you want to adjust Group 10 10 10 1 ompuchenen Te tie ra Fr Custom nes Ecni e o Sr Carponert VA Pome I Read Or Peki Change the values in the Minimum and Maximum box
19. ce Response Interactive Voice Response capacities Maximum simultaneous calls 24 24 voice ports Maximum voice ports 32 Maximum voice ports that can be allocated to 16 voicemail Maximum Interactive Voice Response fax calls 2 Maximum fax ports 2 Recording time available on Business Communications Manager for all applications Interactive Voice Response CallPilot and Call Center 20 Gb disk 325 hours 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 Chapter 15 Configuring the MSC Resources Voice Ports cannot be shared between voicemail Call Center and Interactive Voice Response P0606198 01 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 Telephone 00800 800 89
20. ces and update environment settings Remove any versions of Perl currently installed on the workstation PeriView uses a version of Perl specifically designed to work with PeriView You must remove any other versions of Perl due to potential incompatibility with PeriView 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 Interactive Voice Response Installation and Configuration Guide 16 Chapter 2 Installing Interactive Voice Response To install PeriView 1 Set up the environment variables 1 Click the Windows Start button point to Settings point to Control Panel and click System The System Properties page appears 2 Click the Environment tab System Properties 21x Startup Shutdown Hardware Profiles User Profiles General Performance Environment System Variables Variable Value TERMCAP C PROGRA 1 NORTELSNUTCANUTCRO TERMINFO C PROGRA 14 NORTELSNUTC NUTCRO YPSHOME E Nortel Networks IVR windir C AWINNT F User Variables for GGRAVEL Variable Value NNDrive E TEMP C TEMP TMP C TEMP Variable YPSHOME Value E Nortel Networks IVR Delete ok Care 3 Inthe System Va
21. click the IVR heading The node number of the Business Communications Manager is shown in the Node Number box 147 65 138 69 ee E i Summary Delete Del All Summary BCM 47 65 138 69 SS aren Det Resto ra I we Te phony Services doai ET i IP Telephony Call Detail Recording Status WA LAN CTE Configuration Console Service Node Number fi Voice Mail ET I Call Center sem auch DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mar Alarm Serice NAT VPN Policy Management NTP Client Settings Management Diagnostics 3 Open WordPad and edit the vpshosts file in V PSHOME commonletc 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 1BCMI vps e 2 BCM2 vps e 3BCM3 vps Interactive Voice Response Installation and Configuration Guide 24 Chapter 2 Installing Interactive Voice Response 9 Add IP information for the Business Communication Managers to the HOSTS file Note Do this procedure only if the Business Communications Manager names that are to gt be administere
22. code The Applied Keycodes screen appears System Identifier zis 37070000 Resources Services Management Diagnostics BCM Dialog Box of x Applied Keycodes C m a Interactive Voice Response Installation and Configuration Guide 12 Chapter 2 Installing Interactive Voice Response 9 Inthe Keycode box type the number of the Interactive Voice Response software authorization code 10 Click the Save button A message appears that says you must reboot Do not reboot your system at this time 11 Go to Making Interactive Voice Response an automatic service on page 13 P0606198 01 Chapter 2 Installing Interactive Voice Response 13 Making Interactive Voice Response an automatic service 1 2 On Unified Manager click the Diagnostics key Click the Service Manager heading The Services List screen appears In the Display Name column select Nortel Networks IVR 147 65 138 69 Comprehensive Add Delete Det Ati G BCM 47 65 138 69 System Resources Services 2 Manageme Diagnostics E B Trunk Modules Watchdog Disk Mirroring Unified Manager Driver Debug Fault Report Toots Logol View Help Message Trace Tool Automatic Running LocatSystet NeDDE Network DDE Manual Stopped LocalSystet NetDDEdscdm Network DDE DSDM Manual Stopped LocalSystei NetLinkManager Net Link Manager Automatic Ru
23. d 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 PeriView 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 e winnt system32 drivers ete HOSTS using Notepad add the IP address and the BCM name for each BCM to be administered by this PeriView workstation except the BCM names which can be resolved with DNS at the end of the Hosts file For example if PeriView needs to administer BCM1 BCM2 and BCM3 the BCM1 IP address can be obtained from a DNS server but BCM2 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 P0606198 01 Chapter 2 Installing Interactive Voice Response 25 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 e The combined maximum number of voice ports for Interactive Voice Response voicemail and Call Center cannot exceed 32 e Fax is automatically enabled for Interactive Voice Response and the maximum number of f
24. d 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 Interactive Voice Response Installation and Configuration Guide 28 Chapter 2 Installing Interactive Voice Response Installing the client database software If your scripts use remote databases refer to the Business Communications Manager Interactive Voice Response Integration Supplement for how to install client database software 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 Documentation button Adobe Acrobat starts and the Business Communications Manager documentation screen appears T http 7747 65 138 69 6800 Docs Docs Stast pdf Microsoft Internet Explorer prowided by Nortel aloj xj Me Edt Wem Favortes Tods Help Hea D
25. e PeriView Client page appears NORTEL NETWORKS Business Communications Manager Your Location BCM Download Client Applications IVR Applications Call Center Applications Call Canter Rep ing Mas en Call Canes un IVR Applications Mustioio Cliant Mutenedis Callcenter Peri View Client ipView Client Voice Mail Applications allPilot Unified Messaging IVR Applications Pen views Desktop Applications Anendant ole Desktop A e lesktop Assistant Pro ware Phone Personal Call Manager NelVision Symbol Phora Administrator Uniied Manager dava C Libr Unified Managers brary Netscsey Sun Solaris 2 6 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 x To unzip all files in periviewclient exe to the specified folder press the Unzip button Run WinZip Unzip to folder E Temg Browse Close M Overutite files without prompti je Prompting Aba PEPER Help 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 after X Vision installation finishes Interactive Voic
26. e Response Installation and Configuration Guide 20 Chapter 2 Installing Interactive Voice Response 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 PeriView To install XVision 1 In the c temp folder open the preinstall folder open the X Vision 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
27. e Voice Response guides on page 28 You are now ready to use PeriView the Interactive Voice Response administration tool to load and configure scripts Go to Using PeriView to load and configure scripts on page 30 Interactive Voice Response Installation and Configuration Guide 30 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 ports You do this using PeriView the Interactive Voice Response administration client 1 Have available the scripts that have been created for your Interactive Voice Response system 2 On the workstation where you installed Peri View 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 PetView Launcher OE Xx About re APR Port Doc Domain PEE STATE Ready P0606198 01 Chapter 2 Installing Interactive Voice Response 31 4 Drag the icon to the Expand box the third box from the left at the bottom This creates aBCM icon that is attached to the Domain icon In this example a single node system is shown Anpkcation Manager 5 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 ic
28. e line you want to assign to Interactive Voice Response The Line Properties page appears NORTEL NETWORKS sn siegt enep Line Properties Line Number 1 Answer Mode interactrve Voics Response 7 Table Skillset Number M Number of Rings E z cant 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 01 Chapter 2 Installing Interactive Voice Response 37 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 nm Logout he Change Many Lines Line Range 1 500 From 20 To 50 Answer Mode None Table Skillset Number Auto Attendant nterachve Voice Response Number of Rings x Cancel 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 N OORA 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 nu
29. emoving 48 Report a Problem Wizard 43 S Simultaneous calls 6 Software authorization code 11 Stopping service 40 System Fax name 38 U Uploading prompt 27 V Variables removing 48 Voice ports 6 25 Voicemail 6 Voicemail extension 35 VPSHOME removing 48 X X Vision removing 49 P0606198 01
30. ers only Back Cancel P0606198 01 Chapter 3 Administering Interactive Voice Response 45 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 N RTEL NETWORKS Support Contacts iti Problems rol Report A Problem Order amp Enablet C S Install Optional Components Maintenance Tools General Report Settings Archlog Settings Business Communications Manager Your Location BCM Product Maintenance Problem Wizard e amp Support Scheduled Events Manager Report a Report a Problem Wizard Step 3 Please select the applications you are experiencing problems with Bock Furiak Concat Applications F Attendant Console F Call Center F Call Detail Recording F Call Center Reporting F Desktop Assistant r FAX I Interactive Voice Response I Personal Call Manager I TAPI Appkcations F Unified Messaging I Voice Button F Voice Mail Call Pilot Data F Firewall F PSEC F IP Routing F IPX Routing F Network Address Translation IP Telephony I IP Sets 2002 I IP Sets 62004 I IP Soft Client 2050 C IP Trunks I Symbol Digital Telephony I Analog Sets 7 Analog Trunks F DECT I Digtal Sets M ISDN Networking Administration and Setup I Backup and Restore l Key Codes I Patch Installation System Upgrade I Programming Wizards
31. es 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 Minimum 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 27 P0606198 01 Chapter 2 Installing Interactive Voice Response 27 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 VR Prompts heading The IVR Prompts Location Information 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 mm
32. l Unified Manager 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 BCM system A list of the specific logs collected is displayed NORTEL Diagnose Potential Problems Report A Problem Maintenance Archlog Explorer System Information Order amp Enable Optional Components Business Communications Manager Your Location BCM Product Maintenance amp Support Scheduled Events Manager Report a Problem Wizard Report a Problem Wizard Step 3 Advanced Please select the log files you wish to archive Beck Finish Cancel F All Application Log Install Optional Components Maintenance Tools General aport Settings Raport Sattings Archlog Settings F ACD Call State Machine Log Application exception handler log Attendant Console log MT BRU Logs Call Center Logs Detaded WinNT system report Interactive Voice Response files NCM Logs DHCP DNS Files Dast acdcallsm out EANortel NetworksiLogsldrwisn32 log DAData Files Nortel Networks Attendant Console ConsoleService iog CAProgram FilesiNortel Networks BRU Working DASt Acdagent out DAStAcdcall out DASt acdedn out DASAPMPORTUSAGE out DASH Vbsm out E NortelNetworks logs IVR E NortelNetworks logs log CAWinntiSystem32 Dicp DhcpSrvLog CAWint System32 Dnsidns log In
33. 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 What you need to know Hardware and software requirements Interactive Voice Response capacities How to get help What you need to know To install Interactive Voice Response you must know 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 how to log on to CallPilot Manager and use the CallPilot Manager interface Refer to the CallPilot Manager Set Up and Operation Guide for more information how to use PeriView Refer to your PeriView system documentation for more information how to create shared network folders Refer to your Windows documentation for more information Hardware and software requirements To install PeriView you must have a computer that runs Windows NT with Service Pack 6 You must have an Interactive Voice Response keycode You must have one Client Administration Software License for the Business Communications Manager that you use to perform administration using PeriView You need one license per system not per Business Communications Manager Interactive Voice Response Installation and Configuration Guide 6 Chapter 1 About Interactive Voi
34. mber 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 38 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 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 N RTEL NETWORKS Smin Logout Hep Configuration Please choose a configuration option NORTEL NETWORKS Custom Call Routing thine Logout Wep Mailbox Administration Auto Attendant Networking Fax Properties ua System el Name 3 09 10 1 60 mi
35. move 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 PERlinstaller 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 button and close them A message appears that asks you whether you want to reinstall or uninstall PERI packages P0606198 01 Chapter 3 Administering Interactive Voice Response 47 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 Re
36. moving 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 PeriView 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 9 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 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 if 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 48 Chapter 3 Administering Interactive Voice Response Removing the environment variables 1 Click the Windows Start button click Settings and click Control Panel The Control Panel window appears 2 Double click the System icon The System Properties window appears 3 Click the Environment tab System Properties 21x Startup Shutdown Hardware Profiles
37. nning LocalSyster Netlogon Net Logon Manual Stopped LocalSyste rmagent Network Monitor Agent Manual Stopped Local ystei NruDisgLogger Voice NNU Diagnostics Automatic Running Nortel Networks Startu NortelNetworks IVR Disabled Stopped NSACD NSACD Automatic Running NtLmSsp NT LM Security Suppor Manual Running LocalSystei pep Policy Service Automatic Running LocalSystei PlugPlay Plug and Play Automatic Running LocalSystei ProtectedStorage Protected Storage Automatic Running LocalSystet efl init nos fit init Si thewnatic R mnina oeal ustat Qo Tx x Re Services List ids Service Name Nortel Networks Startup Service 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 Interactive Voice Response Installation and Configuration Guide 14 Chapter 2 Installing Interactive Voice Response 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 Log on to Unified Manager Click the Services key Click the IVR heading The Summary page displays
38. nutes Call Center Reports Configuration System Properties umber ol Dising Translation Properties Number of Retries Retry Interval cc Fax Properties Operations Cover Page G Default Cover Page c Custom Cover Page Load Custom _ Cover Page From _Browse Cancel P0606198 01 39 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 PeriView Considerations for uninstalling PeriView Uninstalling the patch bundle Uninstalling packages using PERlinstaller Removing additional files and directories Removing the environment variables Creating reports Interactive Voice Response Installation and Configuration Guide 40 Chapter 3 Administering Interactive Voice Response Stopping starting or restarting Interactive Voice Response service Log on to Unified Manager 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 47 65 138 69 Comprehensive Add Delete Del All G SO BCM 4
39. ons appear in the Appman window Interactive Voice Response Installation and Configuration Guide 32 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 P0606198 01 Chapter 2 Installing Interactive Voice Response 33 11 Click the Edit button on the right of the second scroll menu Action yi Resign applications to lines Assign RefStart Lines Component Line Chooses Comps a fpplicationa j I Edit 7 acer i Locstionsi Lines 1 2 4 f T 5 Edit 7 3 10 a ae 13 14 15 15 J Shares i Eule 1 Nodes Component Node aj v L A All moment Erha Options nar 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 PeriView than yo
40. 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 13 If you are going to use Interactive Voice Response in a multi node environment refer to Administering several Interactive Voice Response systems on page 14 Install PeriView on a Windows NT client PC Refer to About Installing PeriView on page 15 Assign Voice Ports to Interactive Voice Response Refer to Adjusting the number of voice ports on page 25 Interactive Voice Response Installation and Configuration Guide 10 Chapter 2 Installing Interactive Voice Response 10 11 12 13 Upload the Interactive Voice Response prompts to Business Communications Manager Refer to Uploading Interactive Voice Response prompts on page 27 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 28 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 PeriView to load and configure scripts on page 30 and see the PeriView User s Guide fo
41. r 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 35 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 36 Back up Interactive Voice Response Refer to Backing up and restoring Interactive Voice Response on page 42 P0606198 01 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 2 Click the Configure button The Login screen appears 3 In the User ID box type your user ID The default user ID is supervisor 4 Inthe Password box type your password The default password is visor 5 Click the Login button The Unified Manager screen appears 6 Click the System key 7 Click the Licensing heading The Licensing Setting screen appears 8 On the Configuration menu click Add a Key
42. riables 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 VPSHOME Delete the information in the Value box and type the path where you want the Peri View software to be installed 6 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 in the Variable and Value boxes 9 Delete the information the Variable box and type ASEHOME 10 Delete the information in the Value box and type VPSHOME PERIase 11 Click the Set button The Apply button becomes available P0606198 01 Chapter 2 Installing Interactive Voice Response 17 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 PERL5SLIB 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 in the Variable and Value boxes Delete the information the Variable box and type MAX_REAL_VPS_NUM Delete the information in the
43. s Manager aad oo ce amp Support Scheduled Events Manager Report a roduct Maintens Your Location BCM Problem Wizard Report a Problem Wizard Step 1 Please describe your problem including the date time that it occurred if possible How would you like to report this problem Archive Archive logs onty only Warning E mail reporting may or may not work properly depending on the e mail size limitations set by your Internet Service Provider If the size 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 Next Cancel 7 Click either the Basic Application Selection button and go to step 8 or Advanced Application Selection button and go to step 9 NORTEL NETWORKS Maintenance Tools General Res Se ings Archlog Settings Business Communications Manager m Your Location BOM Product Maintenance amp Support Scheduled Events Manager Report a Problem Wizard Report a Problem Wizard Step 2 Application Log selection Basic Application Selec on Basic application selection allows you to select which applications you are expenencing problems with This selection method is recommended for most users Advanced Log File Selection Advanced log file selection allows you to specify exactiy which log files you want to archive This selection method is recommended for advanced us
44. teractive Voice Response Installation and Configuration Guide 46 Chapter 3 Administering Interactive Voice Response Uninstalling PeriView You can remove all installed PeriView packages using PERlinstaller 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 PeriView software Always use Perilnstaller to remove PeriView software Perilnstaller removes software in the correct order and reboots the system when necessary Do not remove PERIperl until all other PeriView packages have been removed Other packages rely on PERIperl and may not function properly even if PERlperl 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 Peri View Client software again you will have to completely reinstall all necessary packages according to the instructions in To install PeriView on page 16 Uninstalling the patch bundle You must remove the patch bundle before you remove PeriView 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 Re
45. the version status of the service and the server number The node number is 1 by default The node number can be between 1 and 5000 Group 47 65 138 69 m ass Summary Summary BCM 47 65 138 69 oean Descigtion Read Oniy Fed gt Terephony Services Vesin 10 IP Telephony Call Detail Recording Status N A LAN CTE Configuration Console Service Node Number fi Voice Mail ET I Call Center Fa HP DNS IP Routing SNMP QoS Monitor Web Cache Net Link Mar Alarm Service NAT VPN Policy Management NTP Client Settings Management Diagnostics 4 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 Go to About Installing PeriView on page 15 P0606198 01 Chapter 2 Installing Interactive Voice Response 15 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 PeriView can be installed on Windows NT only Make sure you have administrative privileges so that you can install servi
46. u have assigned to Interactive Voice Response Interactive Voice Response Installation and Configuration Guide 34 Chapter 2 Installing Interactive Voice Response 13 Click the Add button and close the window The Assign Re Start Lines screen appears Assagn Re Stait Lines Action ef Assign plications to lines o Stat lines Rectast Iiet Ppplications WPS ban30 l gt py F DANLELT ZEHN PVA Loostionst Comporent Lire Application Mode User bead KNIELT bead BARIELT bend BUELT Options Igre lins tyre on assign vv Copy user shared Libraries jt Te 28 bl LEL Edit 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 35 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 01 Chapter 2 Installing Interactive Voice Response 35 Dialing the Interactive Voice Response extension You can use Feature 985 to see what the Interactive Voice Response extension is Dial this extension to confirm 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 Feat
47. u 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 Interactive Voice Response Integration Supplement For how to find the guides refer to To find Interactive Voice Response guides on page 28 Interactive Voice Response Installation and Configuration Guide 50 Chapter 3 Administering Interactive Voice Response P0606198 01 51 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 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 PeriView to load and configure scripts on page 30 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 41 Peri
48. ure 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 40 Interactive Voice Response Installation and Configuration Guide 36 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 37 To assign 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 th
49. ve problems Instal Opt or al Components enance Tools General Problems Report a Problem W Maintenance Archlog Explorer System Information er amp Enable Optional Components Install Optional Components Maintenance Tools Show Archlog Packages General Report Sattings Archlog Settings 5 Click the Report a Problem Wizard link Support Your Location BCM 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 BCM with new Maintenance keycodes optional software etc as well as detailed system information which is required to rd NORTEL NETWORKS I Business Communications Manager Report Settings Support Your Location BCM Product Maintenance amp Support Archlog Settings Contacts Diagnose Potential Scheduled Events Manager Interactive Voice Response Installation and Configuration Guide 44 Chapter 3 Administering Interactive Voice Response 6 Inthe box provided describe your problem and click the Next button NORTEL NETWORKS Support Contacts Problems Report A Problem Maintenance Archlog Explorar System Information Optional Components Install Q Components Maintenance Tools General Report Settings Archlog Settings Business Communication
50. xt level of support Interactive Voice Response Installation and Configuration Guide 52 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 36 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 CallPilot Call Center ports do not add up to less than 3 ports Refer to Adjusting the number of voice ports on page 25 Interactive 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

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