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IBM WebSphere Voice Server V5.1.1/V5.1.2 and Avaya Interactive

1. Reports E a bem Figure 4 11 Server Resource Status Summary Speech Recognition Screen capture reprinted by permission from Microsoft Corporation e Avaya Interactive Response Administration Microsoft Internet Explorer Fie Edit view Favorites Tools Help Back gt G 2 A Gsearch GFavortes Gmedia 4 D 3 w a Address fel https 9 42 171 51 8443 adminjadmin html gt ee ASA Aominstration RESOURCES TTS Default Voice Allison CTI DIP Administration e Fax Administration e Speech and DPR 23VNX61 media TOTAL PORTS AVAILABLE 2 SERVER 23VNX61 media IP 9 42 171 78 Administration PORT CAPACITY 2 PORTS AVAILABLE 2 o Display Status i 22 77 o Administration Sa e e Universal Call ID 4 o INSERV N A Administration 1 INSERV N A ae emet Figure 4 12 Server Resource Status Summary Text to Speech Screen capture reprinted by permission from Microsoft Corporation 5 Click Display Status from the Speech and DPR Administration group in the navigation panel of the Web Administration window to return to the Display Speech Proxy Status window Chapter 4 Testing and troubleshooting 77 78 Changing the status of Speech Resources You can manage or alter the state of Speech Resources by resource type server or port This is done using the Change Speech State window shown in Figure 4 13 which is accessed by clicking Change Speech
2. Figure 2 18 Text to Speech Configuration multiple servers Screen capture reprinted by permission from Microsoft Corporation Chapter 2 Prerequisites and installation planning 31 4 From the Text to Speech Configuration window you can set the Default Voice value Click Change on the Default Voice bar The Text to Speech Change System Parameters window appears as shown in Figure 2 19 Enter the name of the voice you want to use as the Default Voice The names of the voices you have installed can be found by referring to the TTS Configuration parameters on the WebSphere Administration Console Click Submit to set the value of the Default Voice File Edit view Favorites Tools Help Back gt Address https 9 42 171 51 8443 admin admin html e Fax Administration e Speech and DPR Administration o Display Status o Administration e Universal Call ID zi Administration Change Text to Speech System Parameters Default ce Allison Submit Reset Cancel a ne a ee Figure 2 19 Change Text to Speech System Parameters Screen capture reprinted by permission from Microsoft Corporation You have now completed the configuration of the TTS servers If you are finished making changes to the configuration you must now stop and restart the Voice System using the Web Administration tool to make the changes effective Configuring application URIs In order to have
3. Figure 2 3 Multiple server deployment without Load Balancer The advantage of this approach is that it is simple to implement and does not require the additional hardware and software needed by the Load Balancer However it does not have quite the same flexibility as the Load Balancer which provides more options in the way the traffic to the WebSphere Voice Server systems is distributed As well as the simple round robin method used by the Avaya IR with the Load Balancer you can weigh the Chapter 2 Prerequisites and installation planning 13 distribution according to capability and you can also implement more sophisticated methods based on processor utilization For relatively small installations comprising one to two Ayava IVR systems and a similar number of WebSphere Voice Server systems the simplicity of the Avaya approach may be the most appropriate but in larger scale installations we feel the Load Balancer would simplify the administration and operation For example if the installation is comprised of 10 Avaya IR systems and 10 WebSphere Voice Server systems and one WebSphere Voice Server system is to be shut down for maintenance this can be done with one command on the Load Balancer while with the Avaya approach the WebSphere Voice Server system would have to be taken out of service on each Avaya IR Multiple language considerations For this Redpaper we used WebSphere Voice Server V5 1 2 This version supports one langua
4. Back amp 2 A Search GjFavorites EMedia S B g H 4 Done Internet Address a https 9 42 171 51 8443 admin admin html X So a a Administration ae eek Text to Speech Configuration e Speech and DPR The change succeeded please stop and restart Administration the voice system o Display Status o Administration Default Voice Allison Change e Universal Call ID Text to Speech Type TTs0 Administration Reports Engine mrep e Fax Report Change Unassign e Call Data Handling Reports Assign New Server e Message Log Report There are no servers currently assigned Refresh Back Le Figure 2 16 Text to Speech Configuration no servers assigned Screen capture reprinted by permission from Microsoft Corporation 3 The next step is to assign the TTS servers Click Assign New Server to bring up the Assign Text to Speech Server window Complete the fields in this window using the information in Table 2 2 Click Submit to change the server definition and return to the Text to Speech Configuration window which displays details of all the defined servers Table 2 2 Text to Speech Configuration fields Field Description o l Text to Speech Type This is preset to the value from the previous window Do not change it Server Name The name to be assigned to this server This must be of the form name media where name can be an IP address or a simple or f
5. lt assign name P00010 expr fP00010 gt lt assign name previousResult expr fP00010 gt lt if cond fP00010 cheese gt lt goto next S00020 gt lt elseif cond fP00010 pepperoni gt lt goto next S00030 gt lt elseif cond fP00010 all dressed gt lt goto next S00040 gt lt if gt lt filled gt lt field gt lt form gt lt form id S00020 gt lt block gt cheese is nice and cheesy lt goto next P00020 gt lt block gt lt form gt lt form id S00030 gt lt block gt the pepperoni is fresh lt goto next P00020 gt lt block gt lt form gt lt form id S00040 gt 88 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt block gt you must be extra hungry lt goto next P00020 gt lt block gt lt form gt lt End Call Flow gt lt var name P00020 gt lt form id P000207 gt lt field name fP000207 gt lt option value Yes gt Yes lt option gt lt option value No gt No lt option gt lt prompt cond mode speech bargein true gt Would you like to order more lt prompt gt lt prompt cond mode dtmf bargein true gt Would you like to order more lt prompt gt lt filled gt lt assign name P00020 expr fP00020 gt lt assign name previous
6. e ASAT Administration Default Voice Alison Change CTI DIP Administration Text to Speech Type TTs0 gt Engine mrcp Fax Administration Speech and DPR Change Unassign Assign New Server Administration o Display Status Server Name 9 42 17 1 99 media TP Address 9 42 171 99 o Administration Ports 6 Universal Call ID Administration Base Port 554 Reports Change Unassign e Message Log Report charge ZUnassign Help xl Refresh Back H Be S ne 7 Reports e Fax Report e Call Data Handling Figure 2 17 Text to Speech Configuration single server Screen capture reprinted by permission from Microsoft Corporation 30 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help Back gt O A A search Gyravorites media lt 4 B S fe a Address E https 9 42 171 51 8443 admin admin html z ce Text to Speech Configuration The change succeeded please stop and restart the voice system Default Voice Alison Change Text to Speech Type TTso x Engine mrcp Change Unassign Assign New Server Server Name KPMGYK3 media Server Name 23VNX6 1 media TP Address 9 42 171 72 IP Address 9 42 171 78 Ports 2 Ports Base Port 554 Base Port Change Unassign
7. x Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help sa Back fa Qsearch Favorites FP Media amp 4 Ey X B Address a https 9 42 171 51 8443 admin admin html G0 e Fax Administration Speech and DPR Speech Server Status for OPSR4 Administration o Display Server kpmgyk3 media Status o Administration Submit Reset Cancel he ai ea TIniversal Call TD E 4 ype tt Bene Figure 4 10 Speech Server Status select Server Screen capture reprinted by permission from Microsoft Corporation 76 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 4 For Speech Recognition Resources you will see a window similar to Figure 4 11 For Text to Speech Resources the window will be similar to Figure 4 12 E Avaya Interactive Response Administration Microsoft Internet Explorer Fie Edit view Favorites Tools Help Back gt E A A Asearch GaFavorites Smeda C4 EL Sp fp a Address E https 9 42 171 51 8443 admin admin html gt es Go Administration e Fax Administration Speech and DPR Administration o Display Status PT tog la S E e Universal Call ID a INSERV N a Administration 1 INSERV N A RESOURCE OPSR4 PORTS AVAILABLE 2 SERVER kpmgyk3 media IP 9 42 171 72 PORT CAPACITY 2 PORTS AVAILABLE 2
8. Internet Figure 2 21 Assign Services to Channels Screen capture reprinted by permission from Microsoft Corporation E Avaya Interactive Response Administration Microsoft Internet Explorer Using Number Services To assign a URI to one or more specific numbers click Number Services in the navigation panel on the left of the Web Administration window The procedure is similar to the one we described for assigning URIs to channels You can assign a URI to a single number or a range of numbers which makes the configuration very simple if the telephony protocol you are using provides number information Figure 2 22 on page 35 shows an example of the Assign Number Services window where a URI has been assigned for calls where the number is in the range 5551200 to 5551250 Your are required to enter a value in the first box of the Called Numbers and Calling Numbers fields In Figure 2 22 on page 35 we have entered the value any to allow all calls with called numbers in the specified range to use the application 34 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Avaya Interactive Response Administration Microsoft Internet Explorer e loj x File Edit View Favorites Tools Help lt Back gt O A A Qsearch GaFavorites Meda lt 4 B H Address a https 9 42 171 51 8443 adminjadmin html v Go Assign VXML URI Called Numbers
9. value Main Voice Dialog Properties name name gt lt defaultValue gt lt validValues gt lt bo gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionFlow gt lt Reference type link linkId 3 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 7 gt lt Reference type link linkId 13 gt lt possibleNextSteps gt IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt leadingSteps gt lt Reference type link linkId 5 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 7 gt lt attributes gt lt attribute name description gt lt attribute value 296 name y gt lt attribute value 2 name order gt lt attribute value 323 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 8 gt lt toStep gt lt fromStep gt lt Reference type link linkId 6 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 8 gt lt attributes gt lt attribute value false name isMultiStep gt lt attribute value Path out of a dialog component This component must follow a dialog component name description gt lt attribute name
10. 5551200 to 6551250 J Calling Numbers fany to URI Jhttp 9 412 171 159 vxml recoTTSUS vxml Verify Reset Cancel 2 E A a Internet N Figure 2 22 Assign Number Services window Screen capture reprinted by permission from Microsoft Corporation MRCP configuration file When you install the MRCP package on the Avaya IR the vs sproxy cfg mrcp cfg configuration file is created This file sets the values of various parameters related to the internal operation of the MROP client We decide that the four parameters described in Table 2 3 are the ones that are most relevant to WebSphere Voice Server For further information about these parameters and others refer to the file itself and the manual Avaya Interactive Response Release 1 3 MRCP Feature Table 2 3 Important parameters in the Avaya MRCP configuration file Parameter Description Default value PerPortConnection Indicates whether the MRCP server uses port 554 for multiple per port connections for signaling TRUE or a single connection for signalling FALSE For WebSphere Voice Server this parameter should be set to TRUE BuiltinLocale The locale of the language to be used for built in ASR grammars such as date digits and currency You need to change this parameter if you will be using a language other than US English ExtraASRAlloc This is the number of additional ASR ports to allocate expressed as a percentage of the
11. Begin Call Flow gt 9 lt property name universals value help cancel gt 0 lt property name audiomaxage value i gt 1 2 lt var name mode expr speech gt 3 lt var name previousResult gt 4 5 lt form id S00060 gt 6 lt block gt 7 lt audio src pizzat20audio 500060s wav gt Welcome to the Piz B lt goto next P00010 gt 9 lt block gt 0 lt form gt Figure 3 10 VoiceXML code generated from pizza Call Flow object IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 3 3 2 Testing the VoiceXML pizza application The pizza vxml application should be tested in Voice Toolkit for WebSphere Studio Please refer to the Voice Toolkit for WebSphere Studio help and documentation for details on the testing facilities available Also please refer to WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG 6447 Once the testing is complete the files can be moved to an application server that can be reached from the Avaya IR Deploying the application on the Web server The pizza vxml file plus the generated WAV files were exported as a file system using the WebSphere Studio export feature Then the files were moved to an IBM HTTP Server and placed in the roo WebSphere IBMHTTPServer htdocs en_US directory Access to the pizza vxml can be tested to verify the application server is functioning by using a visual browser and poin
12. lt objectId gt lt attributes gt lt attribute name value gt lt attribute value Constant name name gt lt attribute value CallEndedResponse name stringValue gt lt attributes gt lt bo gt lt bo className com netdecisions ccp dbo bo BooleanDBODataType objectId 1114650131999 gt lt objectId gt lt attribute value 1114650131999 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value false name value gt lt attribute value Case Insensitive Comparison name name gt lt attributes gt lt bo gt 106 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1115546193433 gt lt objectId gt lt attribute value 1115546193433 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Contains Text Variable Rule name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo className com netdecisions ccp dbo bo DBOVariableValueDefinition object Id 1118235582041 gt lt objectId gt lt attribute value 1118235582041 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value false name newVariableAllowed gt lt attribute name securityPermissionRequi
13. Steve Sahakyan is a pre and post sales consultant at SOFTEL Communications Inc in North America and is based in Canada He holds a BA from Concordia University in Montreal Canada as well as a Masters degree from York University in Toronto Canada He has seven years of professional experience in the IT industry and has a vast area of knowledge for both voice and data systems His areas of expertise include service content management design and implementation of voice solutions and IT project management SOFTELs Web site is http www softel com Thanks to the following people for their contributions to this project And a specials thanks to our ITSO support staff at the International Technical Support Organization Raleigh Center Margaret Ticknor Jeanne Tucker Tamikia Barrow Linda Robinson Thanks to our ITSO management Jere Cline And a special thanks to our IBM Pervasive Computing sponsor Mary Fisher Become a published author Join us for a two to six week residency program Help write an IBM Redbook dealing with specific products or solutions while getting hands on experience with leading edge technologies You ll team with IBM technical professionals Business Partners and clients Your efforts will help increase product acceptance and client satisfaction As a bonus you ll develop a network of contacts in IBM development labs and increase your productivity and marketability Find out more about the reside
14. as shown in Figure 3 3 am Welcome to the Pizza Shop _ amp x 4 Welcome to the Pizza Shop You can have a cheese pizz Ea Figure 3 3 Recording the Welcome prompt audio file When Call Flower builder assumes there will be an audio prompt an audio VoiceXML statement is generated To force a prompt statement the audio icon must be removed from each item as shown in Figure 3 4 cheese is nice and cheesy Figure 3 4 Statement before audio icon is removed To remove the audio icon select the item in this case statement S00020 as shown in Figure 3 5 Properties Property Value Location 410 83 X 410 Y 83 Object Statement 10 Id 500020 20 Name 30 Speech Default cheese is nice and cheesy 31 Speech Optional 40 Audio File 00020 wav Figure 3 5 Properties box for statement SO0020 Clear the S00020 wav from the Properties box in this case line 40 as shown in Figure 3 6 on page 53 52 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Figure 3 6 Properties with audio file cleared The graphical window will confirm the deletion by removing the audio K icon from the item as shown in Figure 3 7 ae y cheese is nice and cheesy Figure 3 7 Statement S00020 with audio icon removed When the application is
15. pizza cfb Figure 3 1 Call Flow Builder View The following steps were used to created the pizza shop sample application in Call Flow Builder gt Start gt Statement Welcome to the Pizza shop 50 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide gt Prompt You can have a cheese pizza pepperoni or all dressed Which would you like User Response cheese User Response pepperoni User Response all dressed gt Statement cheese is nice and cheesy gt Statement the pepperoni is fresh gt Statement you must be extra hungry gt Three Go Tos target each of the above statements gt Prompt Would you like to order more User Response Yes User Response No gt One Go To for the Yes response gt Statement Please call back soon gt Disconnect Please see Figure 3 2 for the complete Call Flow application Call Flow Model cheese is nice and cheesy KS P00010 Figure 3 2 Pizza application from Call Flow Builder Chapter 3 Developing voice enabled applications 51 One of the features of Call Flow builder is that it allows an audio prompt to be recorded for each statement and prompt To record the prompt use your headset to record the prompt right from the Call Flow builder view To record the audio prompt click the audio g icon
16. 2 AVAYAVXI 4 Applications palin z 3 E CDH Scheduling 5 AVAYAVXI T Setup CDH Schedule 6 AVAYAVXI amp Delete Schedule AVAYAVXI n E Feature Licensing 8 AVAYAVXI Dialout Configuration 9 AVAYAYXI t Display Parameters 10 AVAYAVXI 7 BE Change Parameters ql AVAYAVXT A 3 Configuration F S g Equipment 14 AVAYAVXI i Host 15 AVAYAVXI Messages 16 AVAYAVXI a System Control 17 AVAYAVXI 5 Voice Services 18 AVAYAVXI W Services 19 AVAYAYXI Channel Services 20 AVAYAVXI Ge Switch Interfaces zt AVATAVXI a Digital Interface p t Display Assignments Mon May 23 11 04 01 2005 Critical Mon May 23 11 04 01 2005 Critical Mon May 23 11 04 01 2005 Critical Mon May 23 11 04 01 2005 Critical Mon May 23 11 04 01 2005 Sa Assign Card Change Assign Parameter BE UnAssign Card SE Voip Critical Mon May 23 11 04 01 2005 Voip Display Assignment Mon Mau 23 UDC 2005 _p SA Voip Assign Card Fae ee ee sets Figure 2 23 Admin Central Client window In terms of measuring the efficiency of the systems Admin Central lets users establish thresholds for metrics including availability and mean time between failures This allows users to track metrics for individual systems or for group of systems Admin Central comes bundled with a notification server called Insta Alert see Insta Alert 1 0 on page 39 that reports and routes alert throug
17. Avaya sales organization will be able to provide you with the ATAC contact information The Sun Blade 150 workstation should be configured with the following characteristics CPU Single 650 MHz UltraSPARC Memory 512 MB Disk Single 80 GB Network Interface Single 10 100 BaseT PCI Slots Three and two usable for ISDN Interface cards YYYY Y The Sun Blade 150 workstation supports TDM or VolP telephony connectivity For the Avaya IR IBM WebSphere Voice Server interoperability test ISDN NI2 was the protocol chosen Please refer to the Avaya IR user guide for a complete breakdown of the protocols supported Complete specifications for the Sun Blade 150 workstation is available through the SUN Web site at http www sun com desktop workstation sunblade150 Chapter 2 Prerequisites and installation planning 15 For large platforms Avaya recommends a high performance Sun Fire V240 server with the following characteristics CPU Single 1 34 GHz or dual 1 5 GHz UltraSPARC Illi processors Memory 8 GB Disk Dual 73 GB 146 GB Hot Swap Ultra SCSI Mirrored disks Network Interface Four 10 100 1000 Gigabit Ethernet Power Supply Dual hot swappable PCI Slots Three and two are used for ISDN Interface Cards 2U rack mountable vvvvvvy Connectivity to the Digital Telephony network T1 or E1 trunks is provided via the AG 4000 or AG 4040 NMS Boards see Figure 2 4 The telephony cards required for the Avaya IR systems are made by N
18. DBODefinition objectId 1117727219690 gt lt objectId gt lt attribute value 1117727219690 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Start Process name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionFlow gt lt Reference type link linkId 3 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 5 gt lt possibleNextSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 5 gt lt attributes gt lt attribute name description gt lt attribute value 135 name y gt lt attribute value 1 name order gt lt attribute value 156 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 6 gt lt toStep gt lt fromStep gt lt Reference type link linkId 4 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 6 gt lt attributes gt lt attribute value false name isMultiStep gt lt attribute value Say Dialog Step name description gt lt attribute name upperName gt lt attribute value 251 name y gt 92 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response
19. File Edit View Favorites Tools Help Back gt G A A Qsearch GaFavorites Gmedia C4 B S fil S Address a https 9 42 171 51 8443 adminjadmin html 7 Go A o Voice Services z Manne Speech Recognition and DPR Number Configuration Services The change succeeded please stop and restart the voice system Recognition Type OPSR4 Feature Packages e ASAT Administration i e CTI DIP Administration Engine mrcp e Fax Administration Change Unassign e Speech and DPR Administration o Display Status Assign New Server o Administration e Universal Call ID Server Name 9 42 171 99 media IP Address Ports 6 Base Port 554 Change Unassign Refresh Back j Administration 9 42 171 99 Reports e Fax Report e Call Data Handling Reports e Message Log Report Done By internet 2 Figure 2 12 Speech recognition and DPR Configuration single server Screen capture reprinted by permission from Microsoft Corporation Chapter 2 Prerequisites and installation planning 25 26 zs Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Back gt A fat A Search Ga Favorites F Media c4 Ey Sh E Address https 9 42 171 51 8443 adminfadmin htm aai Speech Recognition and DPR Configuration T
20. Internet Figure 2 5 Avaya IR Web Administration Tool Screen capture reprinted by permission from Microsoft Corporation Na Licensed package Licensed packages include the software required to provide digital telephony functions such as T1 E1 or VoIP and proxy speech functions Such as Natural Language Speech Recognition and Text to Speech These packages require Right to Use RTU provisioning on a per channel basis The following are licensed packages gt NMS Package required The NMS package implements the digital telephony protocol level features gt Proxy Text to Speech Package required Proxy Text to Speech PTTS is the proxy server that enables connection to IBM WebSphere Voice Server gt Speech Proxy Package required The speech proxy package includes a speech proxy that enables connection to IBM WebSphere Voice Server gt Basic Packages required for MRCP AVsproxy AVsrproxy AVttsprxy AVmrcpasr and AVmrcptts Note There is often a lot of confusion over the use of the term Natural Language in the context of speech recognition The interpretation of this term varies from vendor to vendor In its usage here by Avaya the term means speech recognition technology that is capable of performing recognition on audio input that can be in the form of natural phrases and sentences The IBM term Natural Language Understanding encompasses this capability and extends it to include technology which applies meaning a
21. J2EE Solaris Sun Microsystems Java Sun Sun Solaris JavaBeans Sun Blade Ultra The following terms are trademarks of other companies Avaya and the Avaya logo are trademarks of Avaya Inc in the United States other counties or both NMS is a trademark of NUS Communications Corporation in the United States other countries or both Gordon Kapes is a trademark of Gordon Kapes Inc in the United States other countries or both Linux is a trademark of Linus Torvalds in the United States other countries or both Red Hat is a trademark of Red Hat in the United States other countries or both SUSE is a trademark of Novell in the United States other countries or both UNIX is a registered trademark of The Open Group in the United States and other countries Firebird is a registered trademark of Firebird Foundation Incorporated in the United States other countries or both The following is a list of W3C terms claimed as a trademark or generic term by MIT ERCIM or Keio on behalf of the W3C gt W3C World Wide Web Consortium registered in numerous countries HTML generic HyperText Markup Language HTML generic HyperText Markup Language HTTP generic Hypertext Transfer Protocol XML generic Extensible Markup Language XHTML generic The Extensible HyperText Markup Language XSL generic Extensible Stylesheet Language vvvvyv Other company product and service names may be trademarks
22. Recognition Channels o Report Voice System Status o me eM 8 Figure 2 6 View the features licensed on the Avaya IR Screen capture reprinted by permission from Microsoft Corporation 2 Internet a 2 4 3 Avaya IR V1 3 configuration In this section we describe how to configure and manage speech resources on the Avaya IR with respect to WebSphere Voice Server using the Avaya Web Administration interface For information about other aspects of configuring and managing the Avaya IR for example configuring the telephony protocols you should refer to the Avaya IR product documentation On the Avaya IR the MRCP servers for speech recognition and speech synthesis are defined separately The reference document for this procedure is Avaya Interactive Response Release 1 3 MRCP Feature At the time of writing this document had not been assigned a document number Configuring speech recognition servers 1 Launch and log in to the Avaya Web Administration tool From the navigation panel on the left click Administration from the Speech and DPR Administration group The Speech Proxy Administration panel is displayed as shown in Figure 2 7 on page 21 This panel is the starting point for configuring everything related to speech recognition and TTS servers IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 3 Avaya Interactive Response Administration Microsoft Internet
23. Sa e Universal Call ID Administration Fa we OO T B Figure 2 8 Speech Recognition and DPR Configuration nothing assigned Screen capture reprinted by permission from Microsoft Corporation Assign New Recognition Type Internet pe For WebSphere Voice Server we need to define a recognition type of OPSR4 Click Assign New Recognition Type to display the Assign Speech Recognition or DPR type window Chapter 2 Prerequisites and installation planning 21 Note Dial Pulse Recognition DPR is a feature that allows the voice response system to recognize digits dialed by callers using rotary dial telephones 3 On the Assign Speech Recognition or DPR Type window select OSPR4 as the Recognition Type and select mrep as the Engine as shown in Figure 2 9 and then click Submit to make the assignment The system now displays a window as shown in Figure 2 10 on page 23 Notice the warning message The change succeeded please stop and restart the voice system that is displayed underneath the window title This message is displayed any time you make a change to the configuration This means that for the change to become effective you must stop the voice system and restart it E Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help SBak gt fat Qsearch GaFavorites Smeda lt 4 G5 Address a https 9 42 171 51 8443 admi
24. State on the Speech Proxy Administration window that you used when you configured the system see Figure 2 7 on page 21 3 Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help lt Back 9 iat D Search 34 Favorites media Ean g X E Address E https 9 42 171 51 8443 adminjadmin html ao Administration Change Speech State z o Display Status e Change Speech Resource State o Administration e Change Speech Server State e UniwersalCallID Z e Change Speech Resource Port State Adminstration Help E E B mtem 2 Figure 4 13 Change Speech State window Screen capture reprinted by permission from Microsoft Corporation The procedure to change the state by resource is as follows 1 Click Change Speech Resource State on the Change Speech State window 2 The next window is the Change Speech Resource State window as shown in Figure 4 14 which displays three fields Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Administration Change Speech Resource State o Display Status o Administration New State e Universal Call ID Resource Type OPSR4 gt a Administration Change Immediately NO i Submit Reset Cancel a Done Internet VW Figure 4 14 Change Speech Resource State window Screen capture repri
25. V5 1 x features 0 000 c eee eee 2 1 2 Overview of Avaya IR V1 3 0 000 tte eee 3 1 3 Typical interactive voice response scenario 000 00 cee eee 4 1 4 High level architecture design 1 2 0 0 00 tees 5 1 5 Interoperability so recessed ttt eee 5 Chapter 2 Prerequisites and installation planning 05 7 231 OVOWVIOW 3nd ihe his OA es Fe PE nd a teed on Rade pa aed 8 2 2 Architecture review o esiudi eei ari eee 8 2 2 1 Basic deployment topology 0 cee eee 8 2 2 2 Advanced deployment topology cece eet eee 10 2 3 WebSphere Voice Server V5 1 0 00 cect eens 14 2 4 Avaya IR Vii Sec eet pad oli Sie ea be ihe da ea ea Be Dds 15 2 4 1 Hardware requirements 0 00 ee tee 15 2 4 2 Software requirements for the Avaya IR 000 cece eee ee 16 2 4 3 Avaya IR V1 3 configuration 0 0 eee 20 2 4 4 Third party packages for AvayalIR 0 ccc eee 37 2 5 Development environment for Avaya IR 6 et eee 40 2 5 1 Avaya Speech Application Builder development prerequisites and planning 40 2 5 2 IBM Voice Toolkit for WebSphere Studio 0 00 cece eee eee 44 Chapter 3 Developing voice enabled applications 00055 47 3 1 What is Voge XML re raner kei Fee eee ee oes eae eae ee eo aged 48 3 1 1 VoiceXML key benefits enis i at onei er EEE EEE eee 48 3 2 A brief overview of VoiceXML specifications aaua aaua
26. across the two US English systems This allowed us to manage all the WebSphere Applications Server systems including WebSphere Voice Server from a single console Note that there is not necessarily any relationship between a Deployment Manager cell and a set of multiple servers that have traffic distributed to them through the Load Balancer Overview of WebSphere Edge Server Load Balancer WebSphere Edge Server is a set of components packaged within WebSphere Application Server Network Deployment which in turn is packaged with WebSphere Voice Server The Load Balancer is used as an IP sprayer to load balance requests across a group of identical WebSphere Voice Server systems This group is referred to as a cluster It also provides horizontal scalability as nodes systems can be added and removed from the group as required in a nondisruptive manner As a result a configuration in which a Load Balancer is deployed provides a highly scalable and highly resilient environment WebSphere Voice Server instances can be stopped and restarted with no impact on the overall platform other than a reduction in total capacity In very large environments a single Load Balancer can work with multiple clusters of WebSphere Voice Server systems For example one cluster could be US English and a second cluster could be Latin American Spanish The Load Balancer works by representing to the network the IP address that is assigned to the cluster It is this ad
27. administered ports that is the ports defined in Speech Recognition Configuration For example if the number of administered ports is 48 and ExtraASRAlloc is set to 10 then an additional five ports 10 rounded up would be allocated On a busy system because of the way WebSphere Voice Server manages allocations ports may not be released quickly enough to keep up with demand This parameter increases the number of ports available to Avaya IR to increase the probability of ports being available Chapter 2 Prerequisites and installation planning 35 Parameter Description Default value ExtraTTSAlloc This is the number of additional TTS ports to allocate expressed as a percentage of the administered ports that is the ports defined in Text to Speech Configuration This parameter is the TTS equivalent of the ExtraASRAlloc parameter Note The default values of ExtraASRAlloc and ExtraTTSAlloc are 0 During all load testing no errors occurred when using 0 If you find that you experience session allocation failures on Avaya IR when your system is busy but you have free engines on your WebSphere Voice Server systems and the number of defined ports matches the number of started engines you should consider setting these parameters to non zero values VoiceXML configuration file When you install the AVvoicxml2 0 or AVvoicxml package on the Avaya IR the vs data vxml defaults xml configuration file is created This file sets
28. attributes gt lt attribute value 3 name maxErrorsPermitted gt lt attribute value 50 name defaultConfidenceLevel gt lt attribute value true name bargeInAllowed gt lt attribute value 3000 name noInputTimeout gt lt attributes gt lt bo gt lt bo className com netdecisions ccp model bp BusinessProcessVersionFlow linkId 16 gt lt attributes gt lt attribute value Unhandled Control name type gt lt attribute value Default Unhandled Control Trigger name name gt lt attributes gt lt firstStep gt lt Reference type link linkId 17 gt lt firstStep gt lt version gt lt Reference type link linkId 2 gt lt version gt lt allSteps gt lt Reference type link linkId 17 gt lt Reference type link linkId 23 gt lt Reference type link linkId 21 gt lt Reference type link linkId 19 gt lt allSteps gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 17 gt lt attributes gt lt attribute value false name isMultiStep gt lt attribute value This is the first step in a process name description gt lt attribute name upperName gt lt attribute value 20 name y gt lt attribute value Start Process name name gt lt attribute value 60 name x gt lt attributes gt Appendix A Sample code 101 lt typeDef gt lt Reference type componentVersion className com netdecisions c
29. auaa 48 3 2 EIEMOMS gii pie Sarath alee EER ol ER A E doy OAE epg re ETAS 48 3 2 2 Common attributes 0 2 n i ani eee 48 3 3 A Simple VoiceXML Application using Voice Toolkit for WebSphere Studio and Call Flow Bude a Aene ve id oitpu eee tea ddan de EENE Gy OE SENEE EREET partied 49 3 3 1 Creating the Application with Call Flow Builder 000000 ee 50 3 3 2 Testing the VoiceXML pizza application 0 0 ee 55 3 4 Creating a simple VoiceXML application using Avaya SAB V1 3 55 3 4 1 Call flow overview 0 2 0 ccs 56 3 4 2 Using the Configurator component 0 0 0 c eee eee 56 3 4 3 Configure and deploy the Application on WebSphere Application Server 61 Chapter 4 Testing and troubleshooting 00 000 e eee ee eee ee 67 4 1 Testing Avaya Re tietuiepitwdeaee a tae EEEN A aes ge ee tore a toe 68 4 1 1 Verifying the Installation seier e reneadi eneee ia tee 68 Copyright IBM Corp 2005 All rights reserved iii 4 1 2 Checking what packages are installed 0 00 cece eee eee 70 4 1 3 Establishing telephone connectivity sanaaa eee ee 71 4 1 4 Managing speech resources nuunuu aaua aeaa 72 4 1 5 Speech Synthesis Markup Language test auaa 82 42 Loadtest ss 5 3 ede coke open tle bio bee Seed pagel he eh Peewee aw dee bade 84 4 3 Troubleshooting tips easda easi cee teens 84 Appendix A Sample code 0 0 c cette eee 87
30. complete right click the white space and select Verify The verify operation will either indicate the errors that need to be corrected or generate a Validation successful box as shown in Figure 3 8 P00020 Validation Results EJ J Validation successful OK 7000 gt 3t be extra hungry Please Figure 3 8 Call Flow application has been verified Chapter 3 Developing voice enabled applications 53 54 The Call Flow builder tool allows the application to be tested by simulating both speech and DTMF calls When the testing is complete code can be generated by right clicking the white space In the test at the ITSO we chose to test VoiceXML Before the VoiceXML code is generated you will be prompted to save please see Figure 3 9 Call Flow Model Welcome to the Pizza Shop 500020 Resource has been changed Save changes ED eA m 4 gt I ennan a Figure 3 9 Saving before the VoiceXML code is generated After the save a window similar to Figure 3 10 will be opened which contains the VoiceXML code The full text of the code can be found in Appendix A Sample code on page 87 rizza cfb y3 x 1 lt xml version 1 0 encoding iso 8859 1 gt 2 3 lt DOCTYPE vxml PUBLIC W3C DTD VOICEXML 2 0 EN vxml20 1115 dtd gt 4 lt vxml xmlns http www w3 org 2001 vxml version 2 0 xml lang en US 5 6 Call Flo odel 7 B lt
31. gt lt owner gt lt Reference type ignore gt 90 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt owner gt lt processVersions gt lt Reference type link linkId 2 gt lt processVersions gt lt bo gt lt bo className com netdecisions ccp model vr bo DialogModelVersion linkId 2 gt lt attributes gt lt attribute name requiredDataContainerHolder gt lt attribute name schemaForRequiredData gt lt attribute value true name sendEvents gt lt attribute value 1 name version gt lt attributes gt lt environmentHolder gt lt Reference type envHolder gt lt environmentHol der gt lt mainF ow gt lt Reference type link linkId 3 gt lt mainFlow gt lt document gt lt Reference type document gt lt document gt lt process gt lt Reference type link linkId 1 gt lt process gt lt properties gt lt Reference type link linkId 15 gt lt properties gt lt al1Flows gt lt Reference type link linkId 3 gt lt Reference type link linkId 16 gt lt allFlows gt lt triggers gt lt Reference type link linkId 26 gt lt triggers gt lt bo gt lt bo className com netdecisions ccp model bp BusinessProcessVersionFlow inkId 3 gt lt attributes gt lt attribute value Main Flow name type gt lt attribute value ibm firsttest helloworld name name gt lt attrib
32. gt lt toStep gt lt Reference type link linkId 19 gt lt toStep gt lt fromStep gt lt Reference type link linkId 17 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 19 gt lt attributes gt lt attribute value false name isMultiStep gt lt attribute value This step will search through the parent steps and re run the first dialog step that it finds name description gt lt attribute name upperName gt lt attribute value 252 name y gt lt attribute value Re run Last Dialog Step name name gt 102 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attribute value 220 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components dialog ccp_components ReRunLastDialogStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1114751904618 gt lt objectId gt lt attribute value 1114751904618 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1114824492746 gt lt objectId gt lt attribute value 1
33. in the left hand navigation of the Web Administration window to return to the Display Speech Proxy Status window The procedure to display the status by server is as follows 1 From the Display Speech Proxy Status window shown in Figure 4 5 on page 73 click Speech Server Status Chapter 4 Testing and troubleshooting 75 2 You will now see the Speech Resource Status window as shown in Figure 4 9 From the menu list select OPSR4 to view Speech Recognition Resources To view Text to Speech Resources select the TTS resource type you configured for MRCP In our configuration we used TTSO Now click Submit E Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Back gt O A Asearch SyFavorites media lt 4 B 3 fi S Address a https 9 42 171 51 8443 adminfadmin html e Fax Administration e Speech and DPR Speech Server Status Administration o Display Status Resource Type OPSR4 gt o Administration e Universal Call ID Tso Administration Cancel Reports xl Done A g internet Us Figure 4 9 Speech Server Status select Resource Type Screen capture reprinted by permission from Microsoft Corporation 3 The next window will be similar to Figure 4 10 This window presents a menu list of the servers defined for the resource type you selected on the previous window Select the server you want to display and click Submit
34. lt form gt lt form id Infol gt lt block gt lt prompt gt lt voice age 18 gt We are open from llam to llpm 7 days a week lt voice gt lt prompt gt lt goto next Info2 gt lt block gt lt form gt lt form id Info2 gt lt block gt lt prompt gt The specials are two pizzas for lt prosody rate 40 gt 8 50 lt prosody gt lt prompt gt lt goto next Info3 gt lt block gt lt form gt lt form id Info3 gt lt block gt lt prompt gt lt voice age 6 gt We have cheese only specials for children lt voice gt lt prompt gt lt goto next End gt lt block gt lt form gt lt form id End gt lt block gt lt prompt gt Please call lt say as interpret as vxml phone gt 8005551234x56 lt say as gt lt prompt gt lt goto next Quit gt lt block gt lt form gt lt form id Quit gt lt block gt Good Bye lt block gt lt form gt lt vxml gt Sample Hello World source code from Avaya SAB V1 3 Example 4 4 shows the sample Hello World VoiceXML source code used for testing Example 4 4 Hello World sample VoiceXML source code lt xml version 1 0 encoding UTF 8 gt lt Processes gt lt Process gt lt bo className com netdecisions ccp model vr bo DialogModel linkId 1 gt lt attributes gt lt attribute value true name sendEvents gt lt attribute value ibm firsttest helloworld name name gt lt attributes
35. object Id 1115136285488 gt lt objectId gt lt attribute value 1115136285488 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name fetchTimeout gt lt attribute value dtmf voice name inputMode gt lt attribute value none name universals gt lt attribute name timeout gt lt attribute value true name isFetchAudioPrompt gt lt attribute name speedVsAccuracy gt lt attribute value prefetch name audioFetchHint gt lt attribute name incompleteTimeout gt lt attribute name completeTimeout gt lt attribute value default name bargeInStatusName gt lt attribute value Main Voice Dialog Properties name name gt lt attribute name fetchAudioMinimum gt lt attribute name fetchAudio gt lt attribute name fetchAudioDelay gt lt attribute name sensitivity gt lt attribute name confidenceLevel gt lt attributes gt lt bo gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition objectId 1117065745296 gt Appendix A Sample code 93 94 lt objectId gt lt attribute value 1117065745296 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Say Dialog Step name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo className com netdecisions ccp dbo bo DB
36. on the hardware platform chosen for the Avaya IR and the use made of speech recognition and speech synthesis As a guide a mid range system could be expected to support up to 40 to 48 channels while a high end system could support on the order of 72 channels You should always seek advice from your Avaya representative or Avaya Technology and Consulting ATAC on the maximum capacity of your system The limitation of this deployment is that it does not provide any fail over recovery or serviceability If any of the machines fail or has to be taken out of service for a hardware or software upgrade the platform will be unable to handle any calls Figure 2 1 on page 9 shows the basic deployment that we installed IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide WebSphere Avaya i Interactive Voice Response Server WebSphere Application Server Figure 2 1 Basic deployment topology In the laboratory instead of using a PBX we used a Gordon Kapes System 930 Telephony Simulator to provide our telephony environment It can support two T1 trunks connected to an IVR and has four analog ports for telephones In this configuration we connected one T1 to the Avaya IR using National ISDN 2 NI2 Chapter 2 Prerequisites and installation planning 9 2 2 2 Advanced deployment topology 10 An advanced deployment will be a more common configuration By advance
37. one Text to Speech Type if it is using MRCP for the connection to the TTS server We selected TTSO as the Text to Speech Type as it is the first one in the list Click Submit to make the assignment Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help lt Back x A A Search G Favorites F Media 4 Ey B Address https 9 42 171 51 8443 adminjadmin html v Go Administration e Fax Administration e Speech and DPR Assign Text to Speech Configuration Administration o Display Status Text to Speech Type Tso o Administration Engine mrcp e Universal Call ID al sapi Administration speechify Cancel realspeak J r a _ mrep x Elboe S O l AD nene 4 Figure 2 15 Assign Text to Speech Configuration Screen capture reprinted by permission from Microsoft Corporation The system now displays the window shown in Figure 2 16 on page 29 Notice the warning message displayed at the top of the window which you will see any time you make a change to the configuration This means that for the change to become effective you must stop the voice system and restart it IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Avaya Interactive Response Administration Microsoft Internet Explorer q lo x Fie Edit view Favorites Tools Help e
38. port respectively on which the servlet container is listening for HTTP requests Application server This selects which application server the WAR file is intended to be used with in order to accommodate requirements to include or exclude particular system libraries Make sure that IBM WebSphere is selected during the process of creating the WAR file by the WAR File Creation Wizard Step 2 Install WAR File on WebSphere Application Server The WAR file created by the Avaya SAB V1 3 now needs to be copied over to the machine that is running WebSphere Application Server The folder location for the WAR File is C Program Files WebSphere AppServer installedApps ServerName where ServerName is the host name of the server running WebSphere Administrative Console Once this is done the next step is to install the WAR file on the WebSphere Application Server This process is started by getting on the WebSphere Administrative Console followed by clicking Applications and Install New Applications A screen capture is provided in Figure 3 16 on page 63 to help developers and administrators jump start the process Detailed instructions are provided in the Avaya SAB V1 3 Configuration and Deployment Guide 62 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide WebSphere Administrative Console Microsoft Internet Explorer File Edit View Favorites Tools Help Bak amp Z Bsear
39. the values of various parameters related to the internal operation of the VoiceXML Browser Table 2 4 shows the relevant parameters and the default values assigned to them Table 2 4 Avaya IR VoiceXML browser configuration This file also contains the default VoiceXML application that the Avaya IR uses when the IR has trouble accessing or parsing the assigned VoiceXML application Note We did not change any of the parameters described in Table 2 4 on page 36 for the Interoperability test For further information about these parameters and others refer to the file itself and the document Avaya Interactive Response Release V1 3 36 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 2 4 4 Third party packages for Avaya IR In this section we discuss third party packages for Avaya IR Real Soft OAMP Tools For Avaya IR Real Soft Inc provides tools to administer monitor and manage the Avaya IR and the voice applications Furthermore Real Soft tools offer reporting and analytics that offer application centric reporting as well as platform centric reporting This section gives a brief overview of the tools These tools have been certified by Avaya for General Availability For a more detailed explanation please go to the following URL http www realsoftinc com The tools available for the Avaya IR are discussed in the following sections SNMP Netwatch Monitor 4 2 This is a SNM
40. tones Dual Tone Multi Frequency tones DTMF The system used by touch tone telephones DTMF assigns a specific frequency made up of two separate tones to each key so that it can easily be identified by a microprocessor This is basically the technology behind touch tone dialing form A document printed or electronic with spaces in which to write or enter data Graphical User Interface GUI A user interface based on graphics icons and pictures and menus instead of text GUI See Graphical User Interface hardware The physical components of a computer system such as keyboards monitors and media disk drives 113 Integrated Services Digital Network ISDN An international standard for end to end digital transmission of voice data and signaling interactive Voice Response IVR A telecommunications system that uses prerecorded voice messages to present options to a user interface The point of interaction or communication between a computer and any other entity such as a printer or human operator ISDN See Integrated Services Digital Network IVR See Interactive Voice Response J2EE See Java 2 Platform Enterprise Edition Java 2 Platform Enterprise Edition J2EE An environment for developing and deploying enterprise applications defined by Sun Microsystems Inc The J2EE platform consists of a set of services application programming interfaces APIs and protocols that provide the functionali
41. upperName gt lt attribute value 356 name y gt lt attribute value Call Ended Response name name gt lt attribute value 187 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components dialog ccp_components DialogResultPath version 2 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1115893111327 gt lt objectId gt lt attribute value 1115893111327 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt bo className com netdecisions ccp dbo bo StringDBODataType object Id 1116931167359 gt lt objectId gt lt attribute value 1116931167359 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name value gt lt attribute value CONTROL_CLASS name name gt lt attribute value com fluencyvoice runner core Dialog Cal1EndedResponse name stringValue gt lt attributes gt lt bo gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1117231895679 gt lt objectId gt Appendix A Sample code 95 lt attribute value 1117231895679 name id className java lang Long gt lt objectId gt lt attributes gt lt attribut
42. using the pkginfo command Log in as root onto the Avaya IR open a command window and type the following pkginfo 1 gt pkginfo list IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide This will redirect the output which can be large to a file for easier viewing An example of an entry for a package is shown in Example 4 1 Example 4 1 Package entry PKGINST AVmrcpasr NAME MRCP ASR Proxy CATEGORY IVR ARCH sparc sun4u VERSION 1 3 104 VENDOR Avaya Inc PSTAMP 20050128191330 INSTDATE Apr 21 2005 10 12 STATUS completely installed FILES 10 installed pathnames 10 shared pathnames 7 directories 2 executables 33563 blocks used approx 4 1 3 Establishing telephone connectivity Once the Avaya IR has been configured and licensed the next step is to start the voice system If the voice system comes up cleanly then attempt to place a call If the Avaya IR answers the call you are in business But if the Avaya IR does not answer the call you may have a problem where the channels on the IR are not assigned to an application Once again checking the card and channel state as explained in Figure 4 2 on page 69 will help understand the current state The way to change the card and channel state via the Avaya Web Admin tool is shown in Figure 4 4 on page 72 Chapter 4 Testing and troubleshooting 71 3 Avaya Interactive Response Administration Microsoft Internet Ex
43. 114824492746 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Re run Last Dialog Step name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionF ow gt lt Reference type link linkId 16 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 20 gt lt possibleNextSteps gt lt leadingSteps gt lt Reference type link linkId 18 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 20 gt lt attributes gt lt attribute name description gt lt attribute value 179 name y gt lt attribute value 1 name order gt lt attribute value 367 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 21 gt lt toStep gt lt fromStep gt lt Reference type link linkId 19 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 21 gt lt attributes gt lt attribute value false name isMultiStep gt Appendix A Sample code 103 lt attribute value This step is used as a marker to represent the last step ina process flow name description gt lt attribute name upperName gt lt attr
44. 658 gt lt objectId gt lt attribute value 1117403399658 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value End Process name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionF ow gt lt Reference type link linkId 3 gt lt processVersionFlow gt lt leadingSteps gt lt Reference type link linkId 11 gt lt Reference type link linkId 9 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 11 gt lt attributes gt lt attribute name description gt lt attribute value 414 name y gt lt attribute value 1 name order gt lt attribute value 343 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 10 gt lt toStep gt lt fromStep gt lt Reference type link linkId 12 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 12 gt Appendix A Sample code 97 lt attributes gt lt attribute value false name isMultiStep gt lt attribute value Path out of a dialog component This component must follow a dialog component name description gt lt attribute name upperName gt lt attribute value 329
45. 727 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name value gt lt attribute value CONTROL_CLASS name name gt lt attribute value com fluencyvoice runner dialog voice basic MessageDialog Comp etedResponse name stringValue gt lt attributes gt lt bo gt lt bo className com netdecisions ccp dbo bo IntegerDBODataType object Id 1117881382223 gt lt objectId gt lt attribute value 1117881382223 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 100 name value gt lt attribute value CONTROL_CLASS_ DOCUMENT _VERSION name name gt lt attributes gt lt bo gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1115384875279 gt lt objectId gt lt attribute value 1115384875279 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Control Type Rule name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition object Id 1116496077967 gt lt objectId gt lt attribute value 1116496077967 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value true name required gt lt attribute
46. 78 GVPAceCreamjsvy VXML unassigned m a http v9 42 171 78 GVPAceCreamjsy VXML z unassigned El 9 http 9 42 171 78 GVPfceCreamjsy VXML unassigned Prev Channel Range 09 F Next gt Display 10 channels Select All Assign Selected Unassign Selected Refresh a Figure 2 20 Channel Services Screen capture reprinted by permission from Microsoft Corporation 1 To assign a URI to one or more channels select the check box next to those channels or click Select All then click Assign Selected The next window is Assign Service to Channels as shown in Figure 2 21 on page 34 2 In this window first select VXML_URI from the Assign menu list which will cause the window to alter and only display the appropriate field 3 Enter the URI of your application in the URI field The To Channels field will be completed based on your selections on the previous window 4 After entering your URI you can click Verify to make sure that the Avaya IR can resolve the reference and retrieve the file Chapter 2 Prerequisites and installation planning 33 2101 x File Edit View Favorites Tools Help Bak gt gt amp A Qsearch Favorites Emedia lt 4 By amp H Address a https 9 42 171 51 8443 adminjadmin html Eao A Assign Services to Channels Assign VXML URI gt URI ittp 9 42 171 159Axml recoTTSUS vxml Verify To Chan s fo Submit Reset Cancel a
47. Assign New Server to bring up the Assign Speech Recognition or DPR Server window as shown in Figure 2 11 on page 24 Chapter 2 Prerequisites and installation planning 23 e Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help El SBak gt amp A Qsearch Favorites media lt 4 E4 aa Address a https 9 42 171 51 8443 admin admin html h Go A Feature Packages Assign Speech Recognition or DPR ASAT Administration Server CTI DIP Administration Ne Bax Adin Recognition Type OPSR4 Speech and DPR Server Name 9 42 171 99 media ee IP Address 9 42 171 99 o Display Status o Administration Ports 6 Universal Call ID B Port 554 Administration J Ti Reports M Reset Cancel Internet Figure 2 11 Assign Speech Recognition or DPR Server window Screen capture reprinted by permission from Microsoft Corporation Complete the fields in this window using the information in Table 2 1 Click Submit to change the server definition and return to the Speech recognition and DPR Configuration window which displays details of all the defined servers Table 2 1 Speech Recognition and DPR Configuration fields Fiod Description a Recognition Type This is preset to OPSR4 from the previous window Do not change it Server Name The name to be assigned to this server This must be of the form name media wher
48. Display Status o Administration e Universal Call ID Administration Help a 4 b v Done Internet Z Figure 4 15 Change Speech Server State select Resource Type Screen capture reprinted by permission from Microsoft Corporation Reports Chapter 4 Testing and troubleshooting 79 3 The next window is the Change Speech Server State window as shown in Figure 4 16 This window displays three fields e Avaya Interactive Response Administration Microsoft Internet Explorer Fie Edit view Favorites Tools Help Bak gt gt amp A Qsearch Favorites media lt 4 Fhe gt Address E https 9 42 171 51 8443 admin admin html Go Administration o Display Change Speech Server State for Status o Administration OPSR4 e Universal Call ID Administration New State inser Server kpmgyk3 media Reports Change Immediately NO e Fax Report a ial Tinks Titles ae Submit Reset Cancel Done Internet Z Figure 4 16 Change Speech Server State window Screen capture reprinted by permission from Microsoft Corporation For the New State field select the state that you want the server to have For the second field select the server whose state is to be changed The third field allows you to specify if you want the change to be made immediately or not If you are changing the current state from in service to out of service and you s
49. Explorer File Edit view Favorites Tools Help Back gt G A A GQsearch GaFavorites media C4 B 3 fl a Address E https 9 42 171 51 8443 admin admin html gt Pao Administration ae e Fax Administration Speech Proxy Administration e Speech and DPR Administration e Change Speech State o Display e Speech Recognition and DPR Configuration Status e Text to Speech Configuration o Administration wj e Universal Call ID Help Administration 4 b https 9 42 171 51 8443 servlet AdmServlet proctempyel cmd ttsc a Ba f Internet a Figure 2 7 Speech Proxy Administration window Screen capture reprinted by permission from Microsoft Corporation 2 To define a speech recognition server click Speech Recognition and DPR Configuration which will take you to the Speech Recognition and DPR Configuration window If no servers have been defined the window in Figure 2 8 is displayed otherwise the window in Figure 2 10 on page 23 is displayed E Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Bak gt G A A GQsearch GaFavorites media C4 B 3 fl a Address E https 9 42 171 51 8443 admin admin html v Go Administration e Fax Administration e Speech and DPR Speech Recognition and DPR Configuration Administration E There are no recognition types currently atus o Administration ef
50. In our lab environment Avaya Services connected to our Avaya IR V1 3 in order to perform an upgrade to our system For more in depth information regarding the installation and troubleshooting of Avaya IR V1 3 please refer to the documentation provided at the following URL http www avayadocs com Avaya IR V1 3 uses open standards such as VoiceXML SRGS and SSML to deliver flexible standards based and next generation voice processing These standards offer the flexibility to interface with any application server or speech server such as WebSphere Application Server and WebSphere Voice Server To integrate with WebSphere Voice Server Avaya IR V1 3 uses the Media Resource Control Protocol MRCP for Automatic Speech Recognition ASR and Text to Speech TTS Please refer 1 5 Interoperability on page 5 for more information 1 3 Typical interactive voice response scenario 4 Typically business applications that are enabled for voice are either simple query or transaction based applications For example a client can invoke a query application to retrieve information from the database A simple scenario to demonstrate this would be a call placed to retrieve an account balance the local weather movie listings or stock quotes This information can now be obtained from a client contact center s IVR These are common examples of query applications that can be enabled for voice Usually the application guides the client thro
51. M WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Additional material This Redpaper refers to additional material that can be downloaded from the Internet as described below Locating the Web material The Web material associated with this Redpaper is available in softcopy on the Internet from the IBM Redbooks Web server Point your Web browser to ftp www redbooks ibm com redbooks REDP3977 Alternatively you can go to the IBM Redbooks Web site at ibm com redbooks Using the Web material The additional Web material REDP3977 zip that accompanies this Redpaper includes the files in Table B 1 Table B 1 Additional material kginfo txt UNIX text file containing the output from the pkginfo command pkg System requirements for downloading the Web material The following system configuration is recommended Hard disk space Any Operating System Windows 2000 Processor Any Memory Any Copyright IBM Corp 2005 All rights reserved 111 How to use the Web material Create a subdirectory folder on your workstation for example C ITSO REDP3977 and extract REDP3977 zip file into this directory 112 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Glossary ANI See Automatic Number Identification ASR See Automatic Speech Recognition Automatic Number Identification ANI A service that tells the r
52. OValueDefinition objectId 1115900743408 gt lt objectId gt lt attribute value 1115900743408 name id className java lang Long gt lt objectId gt lt attributes gt lt attr lt attr lt attr lt attr name dataTypeClassName gt lt attri lt attributes gt ibute lt attri ibute ibute ibute lt attri value com netdecisions ccp bute bute name securityPermissionRequired gt value true name required gt value Prompts name page gt value The message to be said name displayText gt value false name arrayType gt model vr dynamicsay DynamicSayDBODataType bute value Message To Say name name gt lt defaultValue gt lt validValues gt lt bo gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition objectId 1117960897904 gt lt objectId gt lt attribute value 1117960897904 name id className java lang Long gt lt objectId gt lt attributes gt lt attr lt attr lt attr lt attr lt attr value com netdecisions ccp ibute lt attributes gt lt attr ibute ibute ibute lt attri ibute ibute bute name securityPermissionRequired gt value false name required gt value Prompts name page gt value Main Voice Dialog Properties name displayText gt value false name arrayType gt dbo bo VoicePropertiesDBODataType name dataTypeClassName gt
53. P based fault management and monitoring tool for Avaya IRs and ScanSoft Speech Servers Netwatch SNMP Monitor comes with a built in Castle Rock SNMP Manager but can also integrate with other SNMP managers such as IBM Tivoli By being able to remotely monitor multiple Avaya IRs and Speech Servers and alert users on traps via e mail SMS and pagers Netwatch SNMP Monitor provides a robust fault management system OneManage 5 1 OneManage simplifies application deployment and management across multiple Avaya IR systems and Application Servers from a centralized location In such a distributed environment OneManage enables administrators perform the following tasks Application deployment and distribution Application management and version control Management of a large distributed Application Development Environment Assignment of applications to the channels Reports on deployment activity call detail and call summary vvvvy Key features of OneManage gt One Step wizard enables deployment of DTMF and Speech applications for Avaya IVR systems located across multiple locations It also enables deployment of J2EE based VoiceXML applications where the speech application resides on an application server or Web server gt Application Definition and Packaging enables application deployment with channel assignment and integration with source control management The application to be managed by OneManage can be a speech application prompt li
54. Response V1 3 An Interoperability Guide For WebSphere Voice Server tools and components please refer to WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 1 4 High level architecture design Figure 1 1 illustrates a very common setup at a high level gt Public Switched Telephone Network PSTN Voice Server 7 Data Network VolP FXO Gatewa IVR Voice over IP VoiP a Data Network Soft IP Phone VolP phone Application Server Figure 1 1 High level overview of a typical IVR to voice system setup 1 5 Interoperability MRCP is defined by the Internet Engineering Task Force IETF and the version supported by WebSphere Voice Server is the MRCP V1 Draft 4 specification MRCP provides the mechanism for controlling speech synthesizer and speech recognizer resources in a standardized manner This allows any client that is MRCP compliant the ability to talk to any MRCP server WebSphere Voice Server V5 1 x can interoperate with Avaya IR V1 3 as they both support the MRCP V1 Draft 4 For more WebSphere Voice Server Interoperability information please refer to WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 Chapter 1 Introduction 5 6 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Prerequisites and installation planning This chapter discusses the following gt Factors to conside
55. Result expr fP00020 gt lt if cond fP00020 Yes gt lt goto next P00010 gt lt elseif cond fP00020 No gt lt goto next S00050 gt lt if gt lt filled gt lt field gt lt form gt lt form id S000507 gt lt block gt lt audio src pizza 20audio S00050 wav gt Please call back soon lt audio gt lt goto next Z00010 gt lt block gt lt form gt lt form id Z00010 gt lt block gt Good Bye lt block gt lt form gt lt vxml gt Sample VoiceXML pizzassml vxml source code Example 4 3 shows the pizzsml vxml source code used for testing Example 4 3 pizzsml vxml source code listing lt xml version 1 0 encoding iso 8859 1 gt lt DOCTYPE vxml PUBLIC W3C DTD VOICEXML 2 0 EN vxm120 1115 dtd gt lt vxml xmins http www w3 org 2001 vxml version 2 0 xml lang en US gt lt meta http equiv Cache Control content no cache gt lt property name universals value help cancel gt lt property name audiomaxage value 1 gt lt var name mode expr speech gt lt form id Welcome gt lt block gt lt prompt gt Welcome to the lt emphasis level strong gt Pizza lt emphasis gt lt break time 3s gt lt emphasis level reduced gt shop lt emphasis gt lt prompt gt Appendix A Sample code 89 lt goto next Infol gt lt block gt
56. Sample VoiceXML pizza vxml source Code 1 eens 88 Sample VoiceXML pizzassml vxml Source code 1 6 0 0 eee eee 89 Sample Hello World source code from Avaya SAB V1 3 0000 eee eee eee 90 Appendix B Additional material 0 0 0 eee eee 111 Locating the Web maternal creire ons diend nE e ERA E ees 111 Using the Web material ises rsissenseaesrgi troe ane gwra RETETE ADIT EUSES 111 System requirements for downloading the Web material a n anaana aana 111 How to use the Web material 20 0 ec eae 112 GIOSSALY idni aie othe ee EEE svete ky a a td had ot ed eG a eet aes 113 Abbreviations and acronyms saanen 117 Related publications 0 cece ete tte 119 IBM REdBOOKS o EaI ekg AEE me eae ifn wi RA batt ten Rhea Taco bee A 119 Other publications sireni iiae e a a eee eG ated aks See Beets 119 Online fESOUICES a js gece eet a bie ee hie eae aus ek aad Gar ene aS See ates 119 How to get IBM Redbooks siine rana on EE EEIE teen eae 121 Help trom IBM sea a aee obo aves EE E ew anys oats RERE Sed Rien Pa eee ee donee 121 iv IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Notices This information was developed for products and services offered in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the pro
57. V1 3 An Interoperability Guide lt attribute value Say Dialog Step name name gt lt attribute value 253 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components dialog ccp say SayDialogStep version 7 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1115532181520 gt lt objectId gt lt attribute value 1115532181520 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt bo className com netdecisions ccp model vr dynamicsay DynamicSayDBODataType object Id 1118019056624 gt lt objectId gt lt attribute value 1118019056624 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value false name runningUpdate gt lt attribute value false name explicitBargeinForPrompt gt lt attribute value amp lt html amp gt amp lt head amp gt amp lt head amp gt amp lt body amp gt amp lt p amp gt Welcome to Raleigh This is a test End of case study amp lt p amp agt amp lt body amp gt amp lt html amp gt name messageText gt lt attribute value Message To Say name name gt lt attributes gt lt bo gt lt bo className com netdecisions ccp dbo bo VoicePropertiesDBODataType
58. Voice Server V5 1 1 V5 1 2 and the Avaya Interactive Response V1 3 support full open standards using the gt Speech Recognition Grammar Specification SRGS V1 0 for grammars gt Semantic Interpretation for Speech Recognition SISR for semantic interpretation gt Speech Synthesis Markup Language SSML V1 0 for text to speech markup gt Voice eXtended Markup Language VoiceXML V2 0 for speech application markup gt Media Resource Control Protocol MRCP V1 Draft 4 for interoperability between the Interactive Voice Response IVR and speech server This IBM Redpaper is a guide for integrating IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 In this Redpaper we consider best practices as applied to Voice User Interface VUI design We implement and deploy a simple voice enabled application using Avaya Interactive Response and WebSphere Voice Server V5 1 1 V5 1 2 We will demonstrate how to develop test and deploy a simple voice enabled application using the VoiceXML markup language We also demonstrate the use of Automatic Speech Recognition ASR and Text to Speech TTS voice technologies through examples With this Redpaper you can tailor and configure WebSphere Voice Server and Avaya Interactive Response in basic and advanced topologies We assume you have a basic knowledge of Interactive Voice Response IVR systems and voice enablement of applications using VoiceXML Avaya Interactive Respons
59. Ws tice softwa IBM 1 WebSphere Voice hover V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide e Control Protocol cache iit iter ability a Apply bes A actices to VoiceXML developme Test a a a ceXML applica Jam a Geo orde GRIN fa Muku yee eae amomo Redpaper International Technical Support Organization IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide November 2005 Note Before using this information and the product it supports read the information in Notices on page v First Edition November 2005 This edition applies to Versions 5 1 1 and 5 1 2 of WebSphere Voice Server Copyright International Business Machines Corporation 2005 All rights reserved Note to U S Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents NoliCeS 3 0 4sc aj eis Male eae Leite ait Se ie A nde Re A v TAGE MAR aa Seis aa a BORNE AR AR eile a a a Aea a E e 8 A MN RS a vi Preface oak ia ES EA eed oe Ses bal a E eee ee a vii The team that wrote this Redpaper 2 auaa c eee tee viii Become a published author 1 0 2 0 eee ix Comments welcome 0 0 0 cette teen Xx Chapter 1 Introduction 0 0 0 cette teens 1 1 1 Overview of WebSphere Voice Server for Multiplatforms V5 1 X 5 2 1 1 1 WebSphere Voice Server
60. a VoiceXML application handle a call you need to assign the Universal Resource Identifier URI which references the application either to a channel or a called number or a calling number Using Channel Services To assign a URI to one or more channels click Channel Services in the navigation panel to the left of the Web Administration window The Channel Service window will be displayed showing the current channel assignments The window initially shows the first 10 channels as shown in Figure 2 20 on page 33 The number of channels displayed can be altered using the Display menu list 32 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide e Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Back gt Q A A Reach Ryravorites Gpmedia lt 4 D 3 w a Channel Services Select Chan Service URI Type Startup Service URI Type Oo 0 http 9 42 171 78 GVPAceCreamjsvy VXML unassigned O 1 http 9 42 171 78 GVPficeCreamjsy VXML unassigned m 2 tttpv9 42 171 78 GWPAceCreamjsy VXML 3 unassigned O 3 http 9 42 171 78 GVPAceCreamjsy VXML unassigned O 4 http 9 42 171 78 GVPAceCreamjsy VXML unassigned m 5 tttpv9 42 171 78 GvPAceCreamjsy VXML unassigned Oo 6 http 9 42 171 78 GVPAceCreamjsy VXIML unassigned r http 9 42 171
61. and alerting tools Maintenance and initialization processes Voice system and telephony control processes gt Service Creation The Service Creation Integration package provides the capability to install voice applications on the system that were created by Avaya IVR Designer gt Universal Call ID required The Universal Call ID UCID assigns a unique number to a call when it enters that call center network The single UCID can be passed among platforms and can be used to compile call related information across platforms and sites gt Web Administration required The Web Administration component installs the Web Administration feature and System Help This tool provides a Web interface to administer the IR Figure 2 5 on page 18 is provided to help understand the capabilities of the tool Chapter 2 Prerequisites and installation planning 17 Avaya Interactive Response Administration Microsoft Internet Ex Yo iol x Fie Edit view Favorites Tools Help 4a Back gt fx Ai A Search Gg Favorites F Media is Es z Address https 9 42 171 51 8443 adminfadmin html z ao kx gt e Delete Backup Files e Backup History e Default Backup Parameters e Restore Configuration Management AVAYA Copyright 2002 2003 Avaya Inc All rights reserved e Alarm Adminstration o Alarms o Dialout Co ation e CDH Scheduling e Frahire Linensing E
62. ation Rennrts d Help xl E Done nenm 53 Figure 4 6 Speech Resource Status select Resource Type Screen capture reprinted by permission from Microsoft Corporation Chapter 4 Testing and troubleshooting 73 74 4 For Speech Recognition Resources a window similar to Figure 4 7 is displayed and for Text to Speech Resources the window will be similar to Figure 4 8 on page 75 We captured Figure 4 7 when we had the Avaya IR configured to use the Load Balancer with a cluster of three WebSphere Voice Server systems with two engines each We captured Figure 4 8 on page 75 when we had the Avaya IR configured to use separate WebSphere Voice Server systems E Avaya Interactive Response Administration Microsoft Internet Explorer Fie Edit View Favorites Tools Help Bak gt fal Qsearch Favorites media S B amp Address E https 9 42 171 51 8443 admin admin html z G0 e Speech and DPR RESOURCE OPSR4 SUMMARY PORTS AVAILABLE 6 Administration SERVER 9 42 171 99 media IP 9 42 171 99 Display Status PORT CAPACITY 6 PORTS AVAILABLE 6 o Administration W L T Mae a e PORT STATE CHAN a Universal CalID Ce Administration o INSERV N A 1 INSERV N A Reports 2 INSERV N A 3 INSERV N A FaR 4 INSERV N A e Fax Keport 5 INSERV N A Call Data Handli xl E Don Internet a Figure 4 7 Resource Type Status Summary Speech Re
63. ation Microsoft Internet Explorer Fie Edit view Favorites Tools Help Back gt Q A Qsearch Favorites EPmedia C4 B Address https 9 42 171 51 8443 admin admin html Channel Services Select Chan Service URI Type 5 Servit E 0 http 9 42 171 78 voicerunner servlet MainDialogFlow V XML C 1 hhttp 9 42 171 78 roicerunner servlet MainDialogFlow V XIIL EE aaa Ere A r ee er http 9 42 171 787roicerunner servletM ainDialogFlow VAML 2 O 3 http 9 42 171 78 voicerunner servlet IlainDialogFlow VAML O 4 thttp 9 42 171 78roicerunner servlet MainDialogFlow VAML http 9 42 171 78 roicerunner servlet MainDialogFlow V http 9 42 171 78 roicerunner servlet MainDialogFlow V x So ey Figure 3 18 Channel Assignment on Avaya IR using Avaya Web Admin Screen capture reprinted by permission from Microsoft Corporation Step 5 Place a test call to validate the application This was done using the Gordon Kapes System 930 Telephony Simulator If the URI does not work or if the VoiceXML application is not VoiceXML complaint Avaya IR plays a standard error message that says A serious error has occurred Exiting Chapter 3 Developing voice enabled applications 65 66 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Testing and troubleshooting This chapter articulates the various tests and anomalies discovered du
64. ation Microsoft Internet Explorer File Edit View Favorites Tools Help E Back gt A A Gsearch GaFavorites media C4 B Sp hel Address amp https 9 42 171 51 8443 adminjadmin html Go stration e System Control o Renumber Voice Channels o Report Voice System Status o Start Voice System o Stop Voice System e Switch Interfaces o Digital Interfaces e Voice Equipment o Display Equipment o Equipment Start Voice System Click on Submit to start the voice system Submit Help Figure 4 3 Start Avaya IR Voice System Screen capture reprinted by permission from Microsoft Corporation If you are still having trouble starting the voice system check the error logs Note It is important to have the valid license information configured on the IR If the licensing is not take care the voice system will not start Note Channel State and Card State are good indicators of the equipment status Inserv stands for inservice and is a sign of a working Avaya IR If the card and the channel state is set to FOOS or ManualOOS state please refer to the Avaya Interactive Response Installation Migration and Troubleshooting Guide The guide will walk you through the steps to assign the telephony card as well as the channels into service 4 1 2 Checking what packages are installed 70 You can find out what software packages have been installed on your Avaya IR system by
65. ation several times sometimes it would execute correctly and other times it would not We examined the Avaya VoiceXML log file voice1 vxml log txt to see if there were any error messages from the application of the browser We found the message GrammarManager Internal Recognize ASR resource removed There were no errors on the WebSphere Voice Server On closer investigation we noticed that the Avaya configuration of the OPRS4 server had two ports defined and in service but on WebSphere Voice Server only one speech recognition engine had been configured We reconfigure WebSphere Voice Server to have two speech recognition engines stopped and re started the server and the problem did not re occur We would expect a similar message would occur if the TTS ports and engines had been mismatched In general you need to make sure that the number of ports configured on the Avaya IR is the same or less than the number of engines configured on WebSphere Voice Server However if you have heavy telephony traffic refer also to MRCP configuration file on page 35 Chapter 4 Testing and troubleshooting 85 86 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Sample code This appendix provides the sample code used in testing and evaluating Avaya IR Copyright IBM Corp 2005 All rights reserved 87 Sample VoiceXML pizza vxml source code Example 4 2 shows the VoiceXML source c
66. atural Microsystems NMS v The AG 4000 1600 dual cards required by the Sun Blade 150 workstation The AG 4040 dual card required by the Sun Blade 150 workstation The AG 4000 3200 quad card required by the Sun Fire V240 server The AG 4040 quad card required by the Sun Fire V240 server Yv y Figure 2 4 NMS AG 4000 Reprinted with permission from NMS The Avaya IR hardware platforms can have a maximum of two telephony cards For more information about these cards see the AG 4000 Installation and Developer s Manual or AG 4040 Installation and Developer s Manual This document is available on the Avaya support Web site at the following URL http support avaya com or from the NMS Web site at the following URL http www nmscommunications com 2 4 2 Software requirements for the Avaya IR 16 The software modules are pre installed on the Avaya IR Once the IR has been shipped to a client site the only thing that needs to be addressed is the configuration and licensing of the IR itself It is important to understand the key software components on the Avaya IR system which are listed in the following sections Note To enable the license package on the Avaya IR the Avaya help desk needs modem access to the IR IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Note Avaya IR requires the Solaris Operating System version to be Solaris 8 Update 8 If you have any
67. ble Resultant Variable C Use Existing folder Resuttant_variableAext Create Variable ifolder Resuttant_veriabletext OK Cancel Figure 3 13 Menu selection section of dialog component in Avaya SAB V1 3 The configurator allows you to view the selected properties of the components by listing them on the bottom left hand corner of the development environment as shown in Figure 3 14 on page 60 This is a very high level view of what can be done with one of the many components included with the Avaya SAB V1 3 Chapter 3 Developing voice enabled applications 59 Menu Dialog Step escrption This if a Menu dialog step providing alid uestion To Ask You can have a cheese pepperoni onfirmation Question ee xplicit Confirmation onfirmation Acceptance Contidenc aximum reprompts alowed for co enu Options esultant variable rompt for misrecagnition ewent aximum disambiguation prompts all ain Voice Dialog Properties o Input Voice Dialog Properties o Match voice Dialog Properties igrecognition Voice Dialog Properti onfirmation voice Dialog Properties anfirmation No Input pais onfirmation Mo Match ll aximum reprompts allowed cceptance Confidence Threshold 0 65 cceptance Confidence Margin rompt for no match event com netdecizions agility tw kernel b Prompt for no input event com netdecisions agility tw kernel Figure 3 14 Detail of the property view section All of the dialo
68. brary grammar definitions or system configuration files gt Performs pre and post deployment validation checks to ensure the application is deployed on the right platform gt Provides the ability to rollback to older versions of a given application Admin Central 1 0 Admin Central as a product suite enables administrators and production staff to administer and monitor speech applications and the speech platform to ensure service quality Chapter 2 Prerequisites and installation planning 37 Admin Central is comprised of a thin client Graphical User Interface GUI as shown in Figure 2 23 that enables administrators to remotely administer and monitor one or many Interactive Voice Response IVR systems and Speech Applications The GUI also enables users to request and view custom and aggregated reports Admin Central s monitoring capability comes from the built in SNMP agent for the Avaya IRs This information can be viewed from any SNMP Manager as well as the Admin Central client The Admin Central client also provides a way to change a thresholds for the monitored parameters Tip The Admin Central client is very convenient when a client needs a centralized administration and management console to manage an IR cluster Oa entral RSI Inc AdminCentral oam le x QS a o g FF v amp amp amp f ommand IBM a J m10dfSaf 0 AVAYAYXI Voice System 1 AVAYAVXI 3 3B Alarms
69. brings to visual applications VoiceXML See Voice eXtensible Markup Language WAR See Web ARchive Web ARchive WAR A Web ARchive file is the new J2EE standard for packaging Java Servlet based application Java Server Pages and associated files and deploying them Glossary 115 116 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Abbreviations and acronyms ANI ASR CCXML CTI DNIS DTMF GUI IBM ISDN ITSO J2EE MRCP NLSR PBX PSTN RDBMS RTSP SSML TTS URI VoiceXML Automatic Number Identification Automatic Speech Recognition Call Control Extensible Markup Language Computer Telephony Integration Dialed Number Identification Service Dual Tone Multi Frequency Graphical User Interface International Business Machines Corporation Integrated Services Digital Network International Technical Support Organization Java 2 Platform Enterprise Edition Media Resource Control Protocol Natural Language Speech Recognition Private Branch Exchange Public Switched Telephone Network Relational Database Management System Real Time Streaming Protocol Speech Synthesis Markup Language Text to Speech Uniform Resource Identifier Voice Extensible Markup Language Copyright IBM Corp 2005 All rights reserved 117 118 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide R
70. bsphere voicetoolkit gt WebSphere Voice Zone http www ibm com developerworks websphere zones voice How to get IBM Redbooks You can search for view or download Redbooks Redpapers Hints and Tips draft publications and Additional materials as well as order hardcopy Redbooks or CD ROMs at this Web site ibm com redbooks Help from IBM IBM Support and downloads ibm com support IBM Global Services ibm com services Related publications 121 122 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Wn l qu IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Use Media Resource This IBM Redpaper is an interoperability guide for integrating Control Protocol WebSphere Voice Server V5 1 1 V 5 1 2 and Avaya Interactive MRCP for Response V1 3 We give you a broad understanding of how open interoperability standards like VoiceXML Media Resource Control Protocol MRCP Speech Recognition Grammar Specification SRGS and Speech Synthesis Markup Language SSML are used Apply best practices VERR In this Redpaper we consider the best practices applied to Voice p User Interface VUI design We implement and deploy a simple voice enabled application using Avaya Interactive Response that Test and debug will interoperate with WebSphere Voice Server V5 1 1 V5 1 2 VoiceXML applications We demonstrate how to
71. bsystem gt Repository RDBMS An SQL database used by the Runtime and Configurator subsystems to store versioned dialog flows and components Software configuration The Avaya SAB tool consists of four separate media CDs 1 Avaya Runtime Media 2 Avaya Core Development Media 3 Avaya Intermediate Development Media 4 Avaya ICM Media For more in depth information about Avaya SAB refer to the documentation in PDF format that describes the development tool at http www avayadocs com 2 5 2 IBM Voice Toolkit for WebSphere Studio The IBM Voice Toolkit V5 1 for WebSphere Studio is an enhanced collection of technologies based on Eclipse technology that make it simple for you to create sophisticated and successful VoiceXML applications without having to know the internals of voice technology The Voice Toolkit for WebSphere Studio provides the tools to build debug and deploy voice applications across the IBM WebSphere family When it is installed it is an integral part of WebSphere Studio providing a single workbench for the creation of all aspects of a business application The workbench provides facilities to create Java components servlets JSPs EJBs Web pages voice components and the ability to test and debug all these components individually or together on the desktop The Voice Toolkit for WebSphere Studio features a full featured voice development environment including graphical call flow building VoiceXML development a
72. can be used by the application to decide whether to proceed without asking for confirmation of the data whether to ask for confirmation of the data or whether to ask the caller to repeat the data configuration The arrangement of the software and hardware in a computer system or network Configurator The SAB Graphical User Interface GUI Copyright IBM Corp 2005 All rights reserved confirmation Short dialog flow that repeats a recognition result back to the caller and asking him or her to confirm that it is correct CTI See Computer Telephony Integration database A collection of information stored ina computer in a systematic way so that a computer program can consult it to answer questions debug The process of locating and correcting errors in computer programs default A particular setting or value for a variable that is assigned automatically by an operating system and remains in effect unless canceled or overridden by the operator Dialed Number Identification Service DNIS A telephone function that sends the dialed telephone number to the answering service dialog box A secondary window in which you are asked to fill in information dialog Interactions between the caller and the application are called dialogs directory A type of file used to group and organize other files or directories Also called a folder DNIS See Dialed Number Identification Service DTMF See Dual Tone Multi Frequency
73. ce language which illustrates programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to IBM s application programming interfaces Copyright IBM Corp 2005 All rights reserved v Trademarks The following terms are trademarks of the International Business Machines Corporation in the United States other countries or both AIX Redbooks WebSphere DB2 Redbooks logo IBM Tivoli The following terms are trademarks of the Microsoft Corporation in the United States other countries or both Microsoft Enterprise JavaBeans Java JavaBeans JDBC J2EE Solaris Sun Sun Blade Sun Fire Sun Microsystems Ultra and all Java based trademarks are trademarks of Sun Microsystems Inc in the United States other countries or both Enterprise JavaBeans JDBC Sun Fire
74. ch Favorites media lt 4 A Go Be WebSphere Voice Server Administrative Console Version 5 1 Home Save Preferences Logout Help estas Preparing for the application installation 23unx61 r P Specify the EARANARIJAR module to upload and install Voice System View Servers E Applications Browse the local machine or a remote server Local path Enterprise Applications 5 Browse Install New Application Resources Server path Security Environment System Administration WebSphere Status i lt Previous Next gt May 23 2005 3 0 a 1c Figure 3 16 WebSphere Administration Console for Installing New Applications Screen capture reprinted by permission from Microsoft Corporation This process could be automated by using the Real Soft Inc OneManage tool that is available for the Avaya IR Chapter 3 Developing voice enabled applications 63 Step 3 Start the newly installed Application on the Application Server Once the application WAR file has been installed the next step is to start the newly installed Application on the WebSphere Application Server When you click Enterprise Applications it shows a list of Applications currently installed Select the speech application installed and click on Install as shown in Figure 3 17 Note There cannot be two Avaya SAB V1 3 applications running at the same time so the second one will not run as there can be only be one
75. cognition Screen capture reprinted by permission from Microsoft Corporation IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide e Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help Bak gt A Asearch Favorites media lt 4 Fhe G l A dminietrakon RESOURCES TTS l a a Far Admnsiraion Default Voice Allison e Speech and DPR ALL_SERVERS SUMMARY TOTAL PORTS AVAILABLE 4 Administration SERVER 23VNX61 media IP 9 42 171 78 o Display PORT CAPACITY 2 PORTS AVAILABLE 2 Status o Administration e Universal Call ID INSERY N A Administration INSERV N A Reports SERVER KPMGYK3 media IP 9 42 171 72 Fax Report PORT CAPACITY 2 PORTS AVAILABLE 2 e Call Data Handling Reports e Message Log Report INSERV N A INSERV N A Figure 4 8 Resource Type Status Summary Text to Speech Screen capture reprinted by permission from Microsoft Corporation Attention We noticed that the status displayed on the Avaya IR Web Admin can sometimes be misleading It is really an indication that the MRCP client on the Avaya IR has established a number of sessions with the MRCP server on WebSphere Voice Server The number of available and in service ports is not an indication of how many engines are running on the WebSphere Voice Server system 5 Click Display Status from the Speech and DPR Administration group
76. d deployment we mean a configuration that will typically have more than one Avaya IR system and certainly more than one WebSphere Voice Server system supporting one or more languages and possibly more than one application server This type of configuration will be able to handle large numbers of concurrent calls for different applications A configuration comprised of many systems can be difficult to operate and manage but to address this issue we can use the management components of WebSphere Application Server Network Deployment namely the Deployment Manager and the Load Balancer function of the Edge Components This type of topology is shown in Figure 2 2 Load Balancer MRCP MRCP MRCP aa Deployment Manager Avaya IR V1 3 WebSphere Application Server LP TTT Tt Figure 2 2 Advanced deployment topology showing multiple servers with Load Balancer In our case where we have multiple WebSphere Voice Server systems we only make use of the capability of the Deployment Manager to provide a single point of management for all the systems This enables the operator to see at a glance the status of all the WebSphere Voice Server resources and to manage them as required The Deployment Manager provides many other functions to efficiently manage and operate WebSphere Application Server instances and applications that are distributed across a number of machines The Load Balancer function of the Edge Componen
77. d long xsd int xsd short xs d byte xsd nonNegativeInteger xsd unsignedLong xsd positiveInteger xsd unsignedInt xsd unsi gned_short xsd unsignedByte xsd float xsd double xsd decimal xsd string name variableType gt lt attribute name newTypeName gt lt attribute value With variable name displayText gt lt attribute value false name arrayType gt Appendix A Sample code 107 lt attribute value com netdecisions ccp dbo bo DBOVariableValue name dataTypeClassName gt lt attribute value Second Var name name gt lt attribute value false name isUsingNewVariable gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition object Id 1118298775161 gt lt objectId gt lt attribute value 1118298775161 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value true name required gt lt attribute name page gt lt attribute value 0r with constant name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo StringDBODataType name dataTypeClassName gt lt attribute value Constant name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition ob
78. d two WebSphere Voice Server systems one Microsoft Windows and the other Linux each with 12 speech recognition and 12 text to speech engines Since scripts for the generated calls are very simple we used a simple application that played two synthesized prompts did speech recognition using a simple grammar played another synthesized prompt and exited The average call duration was in the order of 12 seconds The call generator was configured to run 23 calls concurrently with 50 ms between calls The test was run for approximately one hour in which time 3100 calls were handled without error on either the Avaya or WebSphere Voice Server systems 4 3 Troubleshooting tips 84 In this section we describe some of the problems and errors we encountered and how we resolved them Length of document and grammar references One of the applications we used for testing used a URI reference for a grammar that was 223 characters in length WebSphere Voice Server was able to find and retrieve the grammar but was unable to store the grammar in the first level cache because the fully qualified file name exceeded the 255 maximum allowed on Windows 2003 In the SystemOut log on the WebSphere Voice Server system we found the message CWVRR5004E This message contains the original grammar reference and the file name that the system is attempting to use to store the grammar and the following two text messages System Message unable to add entry lt fil
79. develop test and deploy a simple voice enabled application using the VoiceXML markup language We also demonstrate the use of Automatic Speech Recognition ASR and Text to Speech TTS voice technologies through examples With this Redpaper you can tailor and configure WebSphere Voice Server and Avaya Interactive Response to interoperate in simple and complex topologies We assume you have a basic knowledge of Interactive Voice Response IVR systems and voice enablement of applications using VoiceXML Avaya Interactive Response WebSphere Voice Server and WebSphere Application Server
80. ding a menu of options Description Prompts Confirmation Settings Choices and Resutt No Input No Match Misrecognition Barge In Welcome to the Pizza shop please make a choice from the following options Folder Data f a Prompts Main Voice Dialog Properties Show Details OK Cancel Figure 2 26 Avaya SAB component detail Avaya SAB is a J2EE based environment and application independent of the underlying voice and telephony platform it is designed to operate on and therefore is deployable in a wide variety of environments Avaya SAB V1 3 is the version that we used in the lab test for this Redpaper The minimum requirements to be able to successfully run the environment are gt Voice Server platform Avaya IR Release V1 3 with WebSphere Voice Server V5 1 2 gt Application platform Avaya IR Release V1 3 with WebSphere Application Server V5 1 1 gt Configuration databases Firebird installed as the default database for Avaya SAB Microsoft SQL Server 2000 gt Test environment system requirement 512 MB of RAM 1 GHz Processor Microsoft Windows 2000 Professional 42 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide System requirements When installing the Avaya Speech Application Builder there are some considerations to keep in mind It is a best practice to keep the configuration and reporting databases on
81. dress that is used in the Server Name fields when assigning a Speech Server and TTS Server in the Avaya Speech Proxy Administration The IP address of the cluster is unique and different from the IP address of the Load Balancer itself and all of the WebSphere Voice Server systems in the cluster The Load Balancer distributes traffic to each of the systems in the cluster based on weighting factors that are defined in the Load Balancer configuration Thus if all the machines in the cluster have the same processing capability you would set the weights to 1 but if one machine had four processors another machine had two processors and a third machine had only one processor you would set the weights to 4 2 and 1 respectively so that the machine which had four processors would be given four times the work of the machine that had only one and so on You need to remember that all the WebSphere Voice Server systems in a Load Balancer cluster must be identical That is they must all have the same language installed and they must have either both ASR and TTS or ASR only or TTS only Tip When you set up a Load Balancer cluster the most important thing to get correct and the most difficult to debug is making sure all the IP addresses and names are correctly defined In particular you need to make sure that the IP address of the cluster is correctly aliased on each of the machines in the cluster This is well documented in the redbook WebSphere Voice Se
82. ducts and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not give you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes
83. e WebSphere Voice Server and WebSphere Application Server Copyright IBM Corp 2005 All rights reserved vii The team that wrote this Redpaper This Redpaper was produced by a team of specialists from around the world working at the International Technical Support Organization Raleigh Center James Chamberlain is a Senior Software Engineer and certified Senior IT Specialist He is a project leader at the ITSO Raleigh Center He has over 24 years experience in the IT industry and specializes in pervasive computing technologies His areas of expertise include e commerce pervasive computing portals AIX Linux and Java programming He also architects designs and develops solutions using J2EE XML Web Services and IBM software products including WebSphere and DB2 Before joining the ITSO James worked for IBM Global Services on e commerce system development for IBM Business Partners He majored in Computer Science at lowa State University Bob Anderson is a Senior Certified I T Specialist in the USA and is a member of the IBM Certification Board for the Networking discipline Bob has over 22 years of experience in telecommunications with IBM starting with IBM Line Switching Marketing and currently working in IBM WebSphere Pervasive software specializing in conversational access Bob has written on several topics including ISDN Bob is also a Licensed General Class Amateur radio operator George Clelland is an Adv
84. e from Avaya to deliver a sophisticated platform for the development of advanced client self service solutions If you purchased an Avaya IR system that includes hardware and software the hardware components are usually installed by an Avaya service technician or third party service provider as part of the product maintenance agreement If you purchased a software only system you are responsible for obtaining the hardware components and operating system OS and either installing the hardware platform or arranging the installation through an Avaya service technician or third party service provider as part of the product maintenance agreement In either scenario the Avaya IR hardware platform Sun Fire V240 server or Sun Blade 150 workstation must be installed on a local area network LAN and must have connectivity to a telephony network with which the system will interact for voice communications Connectivity to a LAN will also provide connections to a separate server for backup and restore of the system It will also enable the Avaya IR to interact with optional voice systems such as in this case where the Avaya IR will be interacting with the IBM WebSphere Voice Server V5 1 1 V5 1 2 Chapter 1 Introduction 3 Note The system also requires an external modem for data communications with Avaya services The system uses this link to send alarms to Avaya and to allow Avaya Services to access your system for maintenance purposes
85. e name can be an IP address or a simple or fully qualified host name IP Address The IP address of the server If you are using a cluster of WebSphere Voice Server systems with the Load Balancer this should be the IP address of the cluster Ports The number of recognition engines on the server If you are using a cluster of WebSphere Voice Server systems with the Load Balancer this should be the total number of recognition engines in the cluster Base Port This the port number being used for communication with the server The well known port for MRCP is 554 so you should enter the value 554 unless you have chosen to use a different port number and made corresponding changes to WebSphere Voice Server The Avaya IR V1 3 allows multiple servers to be defined for a recognition type If you need more than one WebSphere Voice Server system to satisfy your recognition requirements then you can either define multiple servers to Avaya or use the Load Balancer Refer to 2 2 2 Advanced deployment topology on page 10 for a discussion on these different approaches to scalability 24 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Figure 2 12 shows the Speech Recognition and DPR Configuration window with a single server which could be a Load Balancer cluster and Figure 2 13 on page 26 shows two servers defined Z Avaya Interactive Response Administration Microsoft Internet Explorer
86. e value Dialog Result Path name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition object Id 1117625377823 gt lt objectId gt lt attribute value 1117625377823 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value true name required gt lt attribute name page gt lt attribute value CONTROL_CLASS name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo StringDBODataType name dataTypeClassName gt lt attribute value CONTROL_CLASS name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionFlow gt lt Reference type link linkId 3 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 9 gt lt possibleNextSteps gt lt leadingSteps gt lt Reference type link linkId 7 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 9 gt lt attributes gt lt attribute name description gt lt attribute value 428 name y gt lt at
87. ease visit the following URL http www ibm com software pervasive voice_server ivrgateway html gt Support for the following VoiceXML V2 0 Built in Grammar Types for all languages Speech Recognition Grammar Specification SRGS V1 0 For more information about SRGS please visit the following URL http www w3 org TR 2004 REC speech grammar 20040316 Speech Synthesis Markup Language SSML V1 0 For more information about SSML please visit the following URL http www w3 org TR 2004 REC speech synthesis 20040907 Support for Semantic Interpretation for Speech Recognition SISR W3C Working Draft 1 dated April 2003 For more information about SISR please visit the following URL http www w3 org TR 2003 WD semantic interpretation 20030401 gt Grammar based speech recognition that includes support for inline built in grammar and external grammars referenced via file URI or HTTP URI 2 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide gt Capability to barge in which allows a user to interrupt the dialog and respond to a prompt gt WebSphere Voice Server is built upon standards that includes leveraging the power of WebSphere Application Server through J2EE and Enterprise JavaBeans gt WebSphere Voice Server leverages the WebSphere Application Server infrastructure for failover recovery scalability and quality gt WebSphere Voice Serve
88. ecipient of a telephone call the telephone number of the person making the call Automatic Speech Recognition ASR Speech recognition technologies that allow computers equipped with a source of sound input such as a telephone handset or microphone to interpret human speech barge in A capability that allows callers to speak or enter their responses during the prompt Call Control eXtensible Markup Language CCXML An XML standard designed to provide telephony support to VoiceXML Where VoiceXML is designed to provide a VUI interface to a voice browser CCXML is designed to inform the voice browser how to handle the telephony control of the voice channel The two languages are wholly separate are not required by each other to be implemented call flow The path that a caller is directed through when interacting with a voice response system CCXML See Call Control eXtensible Markup Language cluster A group of locally connected computers that work together as a unit component A predefined segment of a voice driven application Computer Telephony Integration CTI The name given to the merger of traditional telecommunications PBX equipment with computers and computer applications The use of caller ID to retrieve client information automatically from a database is an example of a CTI application confidence score A value that indicates how certain the recognizer is that the result is correct The confidence value
89. elated publications The publications listed in this section are considered particularly suitable for a more detailed discussion of the topics covered in this Redpaper IBM Redbooks For information about ordering these publications see How to get IBM Redbooks on page 121 Note that some of the documents referenced here may be available in softcopy only gt IBM WebSphere Application Server V5 1 System Management and Configuration WebSphere Handbook Series SG24 6195 IBM WebSphere V5 1 Performance Scalability and High Availability WebSphere Handbook Series SG24 6198 WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 Other publications These publications are also relevant as further information sources gt gt gt Avaya Interactive Response Release 1 3 MRCP Feature Avaya Speech Application Builder s Configuration and Deployment Guide Avaya Interactive Response Installation Migration and Troubleshooting Guide Online resources These Web sites and URLs are also relevant as further information sources gt Avaya documentation http www avayadocs com Avaya support page http support avaya com Cleo home page http www cleo com Gold Systems home page http www goldsystems com Microsoft Window Server 2003 TechCenter http www microsoft com technet prodtechnol windowsserver2003 default mspx NMS Communications http www nmscommunications com Real Soft Inc home
90. elect YES the current sessions will be terminated Click Submit to make the change 4 When the change request has been accepted the following message is displayed Change State request done You should check the new state by displaying the status of the server The procedure to change the status of a port is as follows 1 Click Change Speech Resource Port State on the Change Speech State window 2 The next window is the Change Speech Resource Port State window as shown in Figure 4 17 on page 81 Select the Resource Type of the port you want to change from the menu list 80 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help Back gt gt O A A Qsearch fyravorites media lt 4 D amp fw a Address a https 9 42 171 51 8443 admin admin html 7 ES Go Fax Administr Administration e Speech and DPR Change Speech Resource Port Administration State o Display Status o Adminstration f o Universal Call ID Resource Type OPSR4 Administration i Submit Reset Cancel Reports Figure 4 17 Change Speech Resource Port State select Resource Type Screen capture reprinted by permission from Microsoft Corporation 3 In the next window similar to Figure 4 18 select the server name for the port
91. ename gt The system cannot find the path specified To avoid this problem you can do one of the following gt Shorten the URI reference until the generated file name for the cache is less than 255 characters gt Make the grammar non cacheable by setting the cache control to no cache gt Change the location of the caches to reduce the length of path portion of the file name This can be done by altering the values of com ibm voice server rr cache and com ibm voice server gm cache parameters using the wsadmin command We chose this method and did the following a Created a C RReache directory and a C GMcache directory b Used the following wsadmin commands set wvscfg AdminControl queryNames type WVSAdminConfig AdminControl invoke wvscfg put com ibm voice server rr cache C RRcache true AdminControl invoke wvscfg put com ibm voice server gm cache C GMcache true c Stopped and restarted WebSphere Voice Server to make the changes effective IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Important If you are using wsadmin to make changes that only become effective after WebSphere Voice Server is re started you must remember to include the true parameter Avaya ports greater than WebSphere Voice Server engines During a period of testing using a single WebSphere Voice Server system we experienced an unusual problem with recognition If we tried the applic
92. es gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1115253289562 gt lt objectId gt lt attribute value 1115253289562 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Terminate Process name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionF ow gt lt Reference type link linkId 16 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 22 gt lt possibleNextSteps gt lt leadingSteps gt lt Reference type link linkId 24 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 24 gt lt attributes gt lt attribute name description gt lt attribute value 179 name y gt lt attribute value 1 name order gt lt attribute value 52 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 23 gt lt toStep gt lt ruleDefinition gt Appendix A Sample code 105 lt Reference type link linkId 25 gt lt ruleDefinition gt lt fromStep gt lt Reference type link linkId 17 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model rule RuleDefini
93. g components that perform ASR in Avaya SAB V1 3 also handle the following Confirmation Did you say 123456 if required No input I m sorry did not hear you please say it again No match I m sorry did not understand please say it again Misrecognition vvvy For more in depth detail about the usage of this application please refer to the Avaya documentation provided with the installation CD or search with the keyword SAB V1 3 at Avaya s documentation Web site http www avayadocs com 60 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Note The Avaya SAB V1 3 environment does not allow you to access VoiceXML code in order to allow direct manipulation The VoiceXML is generated dynamically on the fly in the runtime environment as the call flow is called For demonstration purposes XML code from the Configurator environment was extracted via the VRA files generated by the Avaya SAB for export purposes The code is entirely generated in XML Version 1 0 and can be viewed in Appendix A Sample code on page 87 It clearly demonstrates the Java class references within the application The exposed code is a simple hello world application as the volume for the pizza shop application was too large and the hello world application demonstrated enough code to give the more experienced IT specialist enough insight to understand the inner w
94. ge per instance of WebSphere Voice Server If you need to support ASR and TTS for two or more languages each unique language has to be installed on separate systems Avaya IR V1 3 is language neutral as far as VoiceXML applications are concerned The Avaya MRCP client will pass to the MRCP server the value of the xml lang property from the VoiceXML document processed by the browser Although Avaya IR V1 3 can define multiple MRCP servers there is no way to associate one or more of these servers with a specific language Attention With the releases of the products we used WebSphere Voice Server V5 1 2 and Avaya IR V1 3 if you have to support multiple languages you will need to use different Avaya IRs for each language where each of the Avaya IRs is defined to use the specific set of WebSphere Voice Server systems that has that language installed In our lab environment we installed US English and UK English As we only had a single Avaya IR system it meant that we had to change the Avaya IT configuration to use the different WebSphere Voice Server systems when we wanted to test each of the languages In a true production environment you would need to estimate the proportion of calls which would use each installed language to determine how many systems and of what capacity you would require for both Avaya IR and WebSphere Voice Server Note The support of multiple languages on a single WebSphere Voice Server instance is a well understo
95. h multiple channels and takes user defined actions like Failover Recovery after detecting failures 38 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Insta Alert 1 0 Insta Alert Notification Engine provides a SDK that enterprise applications can integrate to providing notifications and alerts Messages can be posted to the Insta Alert via a HTTP Post or by using a JDBC adapter or file adapter that pulls data from an outside data source The Rules Engine in Insta Alert allows users to establish thresholds and allows users to receive alerts based not on individual alerts but instead on specific combination of metrics for certain systems Figure 2 24 shows an example of creating a new service definition with the Insta Alert user interface Service Service Definition Mie die e el eee AdminCentral X dminCentral This is a message from InstaAlert for AdminCentral Smessz Template Available Groups Accounts Report oprni This is service for AdminCentral Configuration Figure 2 24 Insta Alert User Interface Screen capture reprinted by permission from Microsoft Corporation They key benefits are gt Provides notification alerting functionality to existing applications like SNMP Netwatch gt Event based and time based notifications gt Multicasting broadcasting and alternate routing of notifications gt Notification of alerts through multiple communication chan
96. he change succeeded please stop and restart the voice system Recognition Type OPSR4 gt Engine mrcp Change Unassign Assign New Server Server Name kpmgyk3 media Server Name 23XNV6 limedia IP Address 9 42 171 72 IP Address 9 42 171 78 Ports 2 Ports 2 Base Port 554 Base Port 554 Change Unassign Change Unassign Refresh Back xl oe O O f Bene 7 Figure 2 13 Speech Recognition and DPR Configuration multiple servers Screen capture reprinted by permission from Microsoft Corporation You have now completed the configuration of the speech recognition servers If you have TTS servers to configure this task is described in Configuring TTS servers on page 27 or if you have no more speech resources to define you must stop and restart the Voice System using the Web Administration tool to make the configuration effective IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Configuring TTS servers The procedure for defining TTS servers is very similar to the procedure for defining speech recognition servers as you first specify the TTS Type and then assign one or more servers to that type The steps are as follows 1 On the Speech Proxy Administration window Figure 2 7 on page 21 click Text to Speech Configuration to get the Text to Speech Configuration window If there are no TTS types assigned the wind
97. here Voice Server V5 1 see Figure 2 25 on page 41 40 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide A Speech Applications Builder tm File Dialog Model Prompt Window vrei FRoewe BOG FG Browser Thumbnail Zoom Di on1 0 mil Eh once Dialog Modeler Trigger Modeler Required Data Output Data Global Settings Dialog Analysis Run Debug Event Log Dialogs B 8 hello world B a hello world S Component Workbench Import New Components Administration Dialog Configuration a Organizations il Organization Members E E Permission Types BSorrro fs Completed Response Call Ended Response You just acquired a lock Figure 2 25 Configurator interface in Avaya SAB The two main components of the Avaya SAB are the Configurator a graphical user interface used to design the applications and the Avaya SAB runtime environment which executes them The main strength behind the Avaya SAB is the library of ready made components which allow the user to quickly create or reuse typical dialog components as objects in a visual interface Please refer to Figure 2 26 on page 42 for an example of a component edit window Chapter 2 Prerequisites and installation planning 41 A Edit Step Menu Dialog Step Version 14 Step Triggers Name Menu Dialog Step his is a Menu dialog step provi
98. ibute value 162 name y gt lt attribute value End Process name name gt lt attribute value 467 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components ccp steps DefaultTerminalStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1117161310266 gt lt objectId gt lt attribute value 1117161310266 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition objectId 1115971637242 gt lt objectId gt lt attribute value 1115971637242 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value End Process name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionF 1 ow gt lt Reference type link linkId 16 gt lt processVersionFlow gt lt leadingSteps gt lt Reference type link linkId 22 gt lt Reference type link linkId 20 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionS
99. ibute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition objectId 1117041956031 gt lt objectId gt lt attribute value 1117041956031 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value true name required gt lt attribute name page gt lt attribute value CONTROL_CLASS name displayText gt 98 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo StringDBODataType name dataTypeClassName gt lt attribute value CONTROL_CLASS name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionF ow gt lt Reference type link linkId 3 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 11 gt lt possibleNextSteps gt lt leadingSteps gt lt Reference type link linkId 13 gt lt leadingSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 13 gt lt attributes gt lt attribute name descriptio
100. instance of the Avaya SAB V1 3 runtime WebSphere Administrative Console Microsoft Internet Explorer File Edit view Favorites Tools Help GQsearch Favorites Meda lt 4 Ex H r Back amp 2 A WebSphere Voice Server Administrative Console Version 5 1 Home Save Preferences Logout User ID roct A 23unx61 m Status v_C voice System View James war Servers VWW S5 1 23vnx61 E Applications Enterprise Applications adminconsole Install New Application qvpEAR Resources E ivtApp E Security Environment samplefluency E E System Administration ic Troubleshooting Figure 3 17 Start the Speech Application on WebSphere Application Server Screen capture reprinted by permission from Microsoft Corporation 64 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Step 4 Assign the channels on the IR to the URI that maps the WAR file Once the Application has been assigned the next step is to assign applications to the IR channels This assignment ensures that calls presented to the IVR are routed to the correct application This can be accomplished via the Avaya Web Admin Tool as shown in Figure 3 18 Detailed explanation on assigning channels is provided in 2 4 3 Avaya IR V1 3 configuration on page 20 3 Avaya Interactive Response Administr
101. isory IT Specialist in the EMEA WebSphere Voice Technical Sales team and is based in the UK George has worked for IBM for 32 years and has 13 years experience of working with IBM s voice and telephony products George works extensively with clients advising them on the implementation and usage of IBM voice solutions He developed much of the early education material for WebSphere Voice Response and gave training classes to clients and IBM in many countries across the world George has a Bachelor of Science degree in Applied Computing Science from Glasgow University and is a Member of the British Computing Society Mukund Chandrasekhar is a Customer Solution Architect for Real Soft Inc a leading products and services firm specializing in enterprise level client self service solutions Mukund is based in Cranbury NJ and has over nine years experience in self service and contact center industry His current responsibilities involve designing vendor agnostic OAM amp P products CTI interfaces and speech enabled self service solutions He holds a Masters degree in Business Administration from Southern Methodist University Dallas and a Masters Degree in Computer Science from University of Texas Dallas He is actively involved in the IEEE Princeton NJ Chapter Real Soft Inc s Web site is http www realsoftinc com viii IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide
102. jectId 1117954355673 gt lt objectId gt lt attribute value 1117954355673 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value true name required gt lt attribute name page gt lt attribute value Is Comparison Case Insensitive name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo BooleanDBODataType name dataTypeClassName gt lt attribute value Case Insensitive Comparison name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt bo gt lt bo className com netdecisions ccp model bp Trigger linkId 26 gt lt attributes gt lt attribute value Unhandled Control name triggerType gt lt attribute value true name isEnabled gt lt attribute name description gt lt attribute value Default Unhandled Control Trigger name name gt 108 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attributes gt lt processVersionF ow gt lt Reference type link linkId 16 gt lt processVersionFlow gt lt bo gt lt Process gt lt Processes gt Appendix A Sample code 109 110 IB
103. lect the version that you would like to use with this deployment If you would like the servlet to handle auto updates select the Auto Update option Versions Auto Update Cancel Figure 3 15 Creating a WAR file using the SAB WAR Wizard Chapter 3 Developing voice enabled applications 61 The configuration files other resources code and grammar archives included in the WAR are copied directly from the appropriate folders in the Avaya SAB V1 3 Configurator installation although some unnecessary files are excluded The WAR does not contain the flows prompts or components to be run or the repository database which contains them However it does need to know which flow to use which runtime parameters to use for the flow and how to access the repository database Note Pay attention to the Serviet URI Mapping and Application Server Definition fields in the Avaya SAB wizard for creating a WAR file Servlet URI mapping Defines the Servlet URI mapping and this is the URI the Avaya IR would be using for accessing the speech applications Application servers typically append the Servlet URI to the WAR file from which the Avaya SAB V1 3 runtime was loaded without the war suffix This means that the default value of serviet MainDialogFlow will typically make Avaya SAB V1 3 available at http machine port asab servlet MainDialog if the Avaya SAB V1 3 WAR is called asab war and machine and port are the address and
104. lhelp index jsp topic com ibm websphere nd doc info welcome_nd htm gt WebSphere Application Server Base and Network Deployment editions recommended updates http www ibm com support docview wss rs 180 amp ui d swg27004980 gt WebSphere Edge Server for Multiplatiorms Network Dispatcher Load Balancer Administration Guide Version 2 0 GC31 8496 found at ftp ftp software ibm com software websphere edgeserver info doc v20 en NDguide pdf gt WebSphere Voice family product documentation library http www ibm com developerworks websphere zones voice proddoc html wvs gt WebSphere Voice Server Education and Class Information http www ibm com developerworks websphere education enabl ement gt WebSphere Voice Server for Multiplatforms V5 1 x Information Center http publib boulder ibm com infocenter pvcvoice 51x index jsp gt WebSphere Voice Server Support Page http www 306 ibm com software pervasive voice_server support 120 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide gt WebSphere Voice Server System Requirements http www ibm com software pervasive voice_server system_requirements gt WebSphere Voice Server IVR and gateway compatibility Web page http www ibm com software pervasive voice_server ivrgateway html gt WebSphere Voice Toolkit http www ibm com software pervasive voice_toolkit http www3 software ibm com ibmd1 pub software we
105. ment o Equipment State o Channels to Groups o Phone Number o Display Passwords o Voice Services xila gt St Better eZ Figure 4 1 Check Voice System status on the Avaya IR Screen capture reprinted by permission from Microsoft Corporation 68 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide File Edit view Favorites Tools Help Stop Voice System e Switch Interfaces o Digital Interfaces e Voice Equipment o Display Equipment o Equipment State o Channels to Figure 4 2 Display Voice Equipment Status CARD CARD TRUNK PORT CHAN I PRPRRPRPRPRPRPRPRPHPHEP RH 1 PRRPRPRPRPRPRPHP HP PRB STATE Inservy NAME AG22 FUNCTION NMS STATE Insery Insery Insery Inservy Insery Insery Insery Insery Insery Insery Insery Inservy Insery Oo woo annbwWN eH wHwmo sa nuwmbhvUne Oo BPR e oO BH e O Screen capture reprinted by permission from Microsoft Corporation CLASS Digital OPTIONS stands SERVICE NAME AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI AVAYAVXI Chapter 4 Testing and troubleshooting 69 If the status of the Voice System is not Up then click Start Voice System This should start the voice system The Avaya Admin Console provides a mechanism to start and stop the voice system as shown in Figure 4 3 E Avaya Interactive Response Administr
106. modeler IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 3A Speech Applications Builder tm File Dialog Model Window Seve Ff Be we BD Eg Browser Thumbnail Zoom E configurator E B Dialogs Copy of hello world w Prompts Cheese Component Workbench Administration Completed Response Call Ended Response Answered Response Not Answered Respon Call Ended Response Call Ended Response Completed Response Completed Response Call Ended Response You just acquired a lock Figure 3 11 Studio Application Builder Configurator component window The flow of the dialog is actually determined by the connectors used to tie together the different components By default each connection contains a decision point that is represented by a grey diamond on the center of the connector Each decision point module can be modified to contain a conditional statement that in turn affects the dialog flow of the call Chapter 3 Developing voice enabled applications 57 In a typical scenario a menu dialog component would be used In Figure 3 12 the assigned developer or even a call center manager could alter the text that the system could use to prompt the user The barge in feature could also be enabled through this component step by selecting the barge in option via the tab located on the right hand side of the
107. n gt lt attribute value 251 name y gt lt attribute value 1 name order gt lt attribute value 323 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 12 gt lt toStep gt lt ruleDefinition gt lt Reference type link linkId 14 gt lt ruleDefinition gt lt fromStep gt lt Reference type link linkId 6 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model rule RuleDefinition linkId 14 gt lt attributes gt lt attribute value false name isTrueBranch gt lt attribute value Evaluates the last control type name description gt lt attribute name upperName gt lt attribute value Control Type Rule name name gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components dialog ccp_components ControlTypeRule version 3 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1115725907375 gt lt objectId gt lt attribute value 1115725907375 name id className java lang Long gt lt objectId gt lt attributes gt Appendix A Sample code 99 lt attribute value 0 name version gt lt attributes gt lt values gt lt bo className com netdecisions ccp dbo bo StringDBODataType objectId 1117714903727 gt lt objectId gt lt attribute value 1117714903
108. n admin html ao e CTIDIP Administration e Fax Administration e Speech and DPR Assign Speech Recognition or DPR Type ele Recogition Type OPSR4 gt o Display Status o Administration Engine mrep 7 e Universal Call ID Administration y Ca nmns nuance speechworks mre i Help x 4 yoo O l Blbne Figure 2 9 Assign Speech recognition or DPR Type Screen capture reprinted by permission from Microsoft Corporation 22 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide J Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help Bak gt amp A Qsearch Favorites BWmedia lt 4 B E Feature Packages Speech Recognition and DPR ir Configuration ASAT Administration CTI DIP Administration The change succeeded please stop and restart the Fax Administration voice system Speech and DPR Administration Recognition Type OPSR4 gt o Display Status Engine mrcp BD esr gor a Change Unassign Administration Assign New Server Reports There are no servers currently assigned e Fax Report e Call Data Handling Refresh Back Renarte zi fa Em 2 Done B Internet Ui Figure 2 10 Speech Recognition and DPR Configuration no servers assigned Screen capture reprinted by permission from Microsoft Corporation 4 Click
109. name page gt lt attribute value CONTROL_CLASS name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo StringDBODataType name dataTypeClassName gt lt attribute value CONTROL_CLASS name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt bo className com netdecisions ccp dbo bo DBOValueDefinition objectId 1116115068527 gt lt objectId gt 100 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attribute value 1116115068527 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name securityPermissionRequired gt lt attribute value false name required gt lt attribute name page gt lt attribute value Control class document version name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo IntegerDBODataType name dataTypeClassName gt lt attribute value CONTROL_CLASS_DOCUMENT_VERSION name name gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt bo gt lt bo className com netdecisions ccp model vr bo DialogModelVersionProperties linkId 15 gt lt
110. name y gt lt attribute value Completed Response name name gt lt attribute value 187 name x _ gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components dialog ccp_components DialogResultPath version 2 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1117233233919 gt lt objectId gt lt attribute value 1117233233919 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt bo className com netdecisions ccp dbo bo StringDBODataType object Id 1118617378015 gt lt objectId gt lt attribute value 1118617378015 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name value gt lt attribute value CONTROL_CLASS name name gt lt attribute value com fluencyvoice runner dialog voice basic MessageDialog Comp etedResponse name stringValue gt lt attributes gt lt bo gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition objectId 1117657799199 gt lt objectId gt lt attribute value 1117657799199 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Dialog Result Path name name gt lt attr
111. ncy program browse the residency index and apply online at ibm com redbooks residencies html Preface ix Comments welcome Your comments are important to us We want our papers to be as helpful as possible Send us your comments about this Redpaper or other Redbooks in one of the following ways gt Use the online Contact us review redbook form found at ibm com redbooks gt Send your comments in an e mail to redbook us ibm com gt Mail your comments to IBM Corporation International Technical Support Organization Dept HZ8 Building 662 P O Box 12195 Research Triangle Park NC 27709 2195 x IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Introduction This chapter provides an introduction to the interoperability of WebSphere Voice Server for Multiplatforms V5 1 x and Avaya Interactive Response V1 3 This chapter contains the following topics gt Overview of WebSphere Voice Server for Multiplatforms V5 1 x gt Overview of Avaya Interactive Response V1 3 gt Typical interactive voice response scenario gt High level architecture design gt Interoperability Copyright IBM Corp 2005 All rights reserved Ve aoe of WebSphere Voice Server for Multiplatforms 1 x WebSphere Voice Server V5 1 x runs as an Enterprise Application in WebSphere Application Server V5 1 1 This extends the WebSphere Application Server benefits of reliability scalability and a
112. nd Gold Systems which provide additional features and functionality for the IR These packages are described in 2 4 4 Third party packages for Avaya IR on page 37 Note Instructions on how to list the packages installed on your Avaya IR is provided in 4 1 2 Checking what packages are installed on page 70 The output of this command which shows the packages on our system is in a UNIX text file called pkginfo txt that you can extract from the downloadable REDP3977 zip file Appendix B Additional material on page 111 contains additional information about how to download the REDP3977 zip file and describes its contents Validate the installation It is time to validate the software installed on the IR Using the Web Admin s Feature Licensing link it is possible to find what features are licensed to run on the Avaya IR as shown in Figure 2 6 on page 20 Chapter 2 Prerequisites and installation planning 19 File Edit view Favorites Tools Help Bak gt Ai Qsearch Favorites Media BD amp H Address a https 9 42 171 51 8443 admin admin html Go te se CDH Scheduling Feature Licensing Feature RTU Feature JDBC Type Value Name Administration VOIP o Voice over IP Message f PITTS 48 Proxy Text to Speech Administration PNLSR 48 Proxy Natural Language Sp System Control Ww 12 Whole Word Recognition o Renumber FAX 40 Fax DIGITAL 48 Digital Voice vee ae DPR 60 Dial Pulse
113. nd debugging grammar development and testing pronunciation builder and Call Control eXtensible Markup Language CCXML development Refer to 3 3 A Simple VoiceXML Application using Voice Toolkit for WebSphere Studio and Call Flow Builder on page 49 for usage information 44 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Hardware and software prerequisites The hardware requirements for the Voice Toolkit for WebSphere Studio are gt A system suitable for running Microsoft Windows 2000 Professional or Microsoft Windows XP Professional gt At minimum an Intel Pentium 500 MHz processor or equivalent gt 768 MB of RAM gt 150 MB of disk space gt 150 MB of temporary space on the on the drive specified in your user TMP environment variable gt Adisplay adapter setting of at least 256 colors with a minimum resolution of 800x600 1024x768 or higher is recommended The software requirements are gt Microsoft Windows 2000 Professional Service Pack 4 or higher or Microsoft Windows XP Professional Service Pack 1 or higher gt Adobe Acrobat Reader V4 0 5 or later gt An installed version of one of the following WebSphere Studio Site Developer V5 1 2 WebSphere Studio Application Developer V5 1 2 or WebSphere Application Server Express V5 1 2 The MRCP grammar test tool requires network access to a WebSphere Voice Server V5 1 system Installation and co
114. nd interpretation to the recognized words within total concept of the application and dialog that is taking place 18 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Optional packages Optional packages include the software required for the optional features such as VoiceXML Interpreter and Avaya Recognizer These packages require a password to install them on the Avaya IR system and may also require RTU provisioning on a per channel basis The following are optional packages gt VoiceXML Interpreter required The VoiceXML Interpreter package installs the Avaya Voice Browser AVB software The Avaya IR V1 3 supports a VoiceXML V2 0 compliant voice browser as well as a VoiceXML V1 0 compliant browser gt ASAI required The Adjunct Switch Application Interface ASAI provides a local area network interface between PBX and adjuncts gt CTI DIP Applications that make function calls to the Computer Telephony Integration CTI data integration process CTI DIP on the Avaya IR system will need this package gt Fax Package Supports fax gt PDS Integration The Predictive Dialing System PDS Integration package is software that integrates the functionality of the Avaya IR system and the Avaya Predictive Dialing System Third party packages for Avaya IR There is Avaya IR OEMs software from three different Independent Software Vendors ISVs They are Real Soft Inc Cleo a
115. nels such as e mail SMS phone and pager A Web based archival system can also be published for all notifications Chapter 2 Prerequisites and installation planning 39 Cleo TN3270 5250 for Data Integration Cleo s TN3270 5250 is designed for connectivity to high performance mainframe servers For a detailed description of the products and services go to the following URL http www cleo com Gold Systems Vonetix for Data Integration Vonetix provides a single infrastructure for integrating IVR applications and speech recognition technologies with an enterprise s existing client communication interfaces It offers a portfolio of plug ins to further enhance connectivity to enterprise applications and Web based applications For more information go to the following URL http www goldsystems com 2 5 Development environment for Avaya IR This section explores the Avaya Speech Application Builder Avaya SAB platform as well as the IBM Voice Toolkit for WebSphere Studio as two options to write voice applications for the Avaya IR 2 5 1 Avaya Speech Application Builder development prerequisites and planning Avaya IR can be complemented by the Avaya Speech Application Builder Avaya SAB platform which is essentially a network based tool that allows development teams and call centers to build interactive voice response applications It is targeted to run against Avaya IR and fully integrates to the WebSphere Application Server and WebSp
116. nfiguration The Voice Toolkit for WebSphere Studio is packaged with the WebSphere Voice Server V5 1 product as is WebSphere Studio Site Developer V5 1 2 can also be downloaded from http www ibm com software pervasive voice_toolkit The Voice Toolkit for WebSphere Studio includes an ASR engine and a TTS engine During the installation process the language files for these engines are downloaded from the Internet so you need to make sure your system can access the following URL http www3 software ibm com ibmd1 pub software websphere voicetoolkit We recommend that you use a high speed connection to the Internet and only install one language at a time because the language files vary in size from 300 Mb to 700 MB The Voice Toolkit for WebSphere Studio does support multiple languages so if you need to a second or third language these can be installed after the initial install Chapter 2 Prerequisites and installation planning 45 46 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Developing voice enabled applications This chapter describes several different applications that can be used to design create and deploy VoiceXML applications for the Avaya IR V1 3 A simple ASR and TTS application that was used in the testing at the ITSO will be discussed There is also some discussion of VoiceXML and related specification for example SSML limitations and considerations C
117. nothing special that needed to be done to the following VoiceXML application built on Voice Toolkit Version for WebSphere Studio V5 1 which is a toolkit extension to WebSphere Studio Application Developer Version V5 1 2 to get it to run on the Avaya IR Version 1 3 Note There are many options in creating an application like the following to yield similar results In the simple sample application called pizza a caller will be greeted and prompted for one of three types of pizza The caller will be offered to order either a cheese pizza one with pepperoni or an all dressed everything pizza After recognition of the type the caller will be asked if the would like to order another Note The Help system on the WebSphere Studio Application Developer for Voice Toolkit has several tutorials that may be useful to the inexperienced to create an application Chapter 3 Developing voice enabled applications 49 3 3 1 Creating the Application with Call Flow Builder Begin by opening the WebSphere Studio Application Development environment and follow the tutorial to create a Call Flow Builder project see Figure 3 1 D CallFlow pizza cfb IBM WebSphere Studio Application Developer Jeg File Edit View Navigate Search Project Run Window Help EA MES e S SNPAllt x amp Ji elle he ee earo da of teats te z R pizza cfb X v pizza vxml E FN il M fa 2 5 19 05 3 false C wsadS
118. nted by permission from Microsoft Corporation IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide The first field is the New State field which has the options inserv meaning in service or manoos meaning manually out of service Select the state that you want the resource type to have The second field is the Resource Type whose state is to be changed either to OPSR4 or the TTS resource type that you configured for MRCP The third field allows you to specify if you want the change to be made immediately or not If you are changing the current state from in service to out of service and you select YES the current sessions will be terminated Click Submit to make the change 3 When the change request has been accepted the following message is displayed Change State request done You should check the new state by displaying the status of the resource type The procedure to change the state of a server is as follows 1 Click Change Speech Server State on the Change Speech State window 2 The next window is the Change Speech Resource State window as shown in Figure 4 15 Select the resource type of the server you want to change from the menu list E Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Bak gt gt amp A Asearch yFavorites media lt 4 G gt EE Administration o
119. od client requirement Consequently although what we have just stated is true for WebSphere Voice Server V5 1 2 you should refer to the latest product documentation for information about the multiple language support in your version The Information Center for WebSphere Voice Server can be found at http www ibm com developerworks websphere zones voice proddoc html wvs 2 3 WebSphere Voice Server V5 1 The prerequisites planning and installation procedures for WebSphere Voice Server V5 1 are comprehensively described in the redbook WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 We used this book and followed its step by step procedures for gt The installation and configuration of WebSphere Voice Server on both Linux platforms and Windows Server 2003 gt The application of the WebSphere Application Server Network Deployment V5 1 Fix Pack 1 14 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide We also found it useful to refer to the installation instructions and readme files on the WebSphere Application Server Support Web site http www ibm com support docview wss rs 180 amp ui d swg27004980 The instructions here are quite detailed and should be followed accurately to ensure success gt The installation and configuration of the Load Balancer gt The installation and configuration of the Deployment Manager Once we had defined the numbe
120. ode generated by the Call flow manager for the Pizza Shop application Example 4 2 VoiceXML code generated by the Voice Toolkit for WebSphere Studio Call flow manager lt xml version 1 0 encoding iso 8859 1 gt lt DOCTYPE vxml PUBLIC W3C DTD VOICEXML 2 0 EN vxm120 1115 dtd gt lt vxml xmlns http www w3 org 2001 vxml version 2 0 xml lang en US gt lt Call Flow Model gt lt Begin Call Flow gt lt property name universals value help cancel gt lt property name audiomaxage value 1 gt lt var name mode expr speech gt lt var name previousResult gt lt form id S000607 gt lt block gt lt audio src pizza 20audio S00060s wav gt Welcome to the Pizza Shop lt audio gt lt goto next P00010 gt lt block gt lt form gt lt var name P00010 gt lt form id P000107 gt lt field name fP000107 gt lt option value cheese gt cheese lt option gt lt option value pepperoni gt pepperoni lt option gt lt option value all dressed gt all dressed lt option gt lt prompt cond mode speech bargein true gt lt audio src pizza 20audio P00010 wav gt You can have a cheese pizza pepperoni or all dressed lt audio gt lt prompt gt lt prompt cond mode dtmf bargein true gt You can have a cheese pizza pepperoni or all dressed lt prompt gt lt filled gt
121. omponents ccp steps FirstStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1118056733578 gt lt objectId gt lt attribute value 1118056733578 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1115676205738 gt lt objectId gt lt attribute value 1115676205738 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value Start Process name name gt lt attribute value 2 name version gt lt attributes gt lt valueDefinitions gt lt bo gt lt definition gt lt bo gt lt Reference gt lt repositoryComponentParameters gt lt processVersionFlow gt lt Reference type link linkId 16 gt lt processVersionFlow gt lt possibleNextSteps gt lt Reference type link linkId 18 gt lt Reference type link linkId 24 gt lt possibleNextSteps gt lt bo gt lt bo className com netdecisions ccp model bp ConditionStepDefinition linkId 18 gt lt attributes gt lt attribute name description gt lt attribute value 282 name y gt lt attribute value 2 name order gt lt attribute value 52 name x gt lt attributes
122. opyright IBM Corp 2005 All rights reserved 47 3 1 What is VoiceXML The Voice eXtensible Markup Language VoiceXML is a World Wide Web Consortium W3C standards based markup language that integrates voice technology with Web based development offering flexible powerful and portable Interactive Voice Response IVR applications Please visit the following URL for more information http www w3c org Since VoiceXML is standards based IVR applications may be used across many vendor specific platforms There are several choices of VoiceXML development environments from a simple text editor to vendor specific tools such as IBM Voice Toolkit V5 1 for WebSphere Studio Avaya Speech Applications Builder Avaya SAB V1 3 and Avaya IVR Designer This chapter discusses Voice Toolkit for WebSphere Studio and Avaya SAB in more detail 3 1 1 VoiceXML key benefits VoiceXML has most if not all of the capabilities of traditional proprietary IIVR systems Note In migration situations check the IVR Vendor s documentation since some proprietary programming environments may have functions that were not extended to the VoiceXML browser implementation Because VoiceXML is Web based and normally runs on Web application servers or Portal Servers it can be tightly integrated with a variety of Web applications thereby enabling greater flexibility Since VoiceXML is standards based it is highly portable and does not need to run on proprietary system
123. or service marks of others vi IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Preface The IBM next generation WebSphere Voice Server V5 1 1 and V5 1 2 products leverage the power of IBM WebSphere Application Server IBM s flagship product and leader in the industry WebSphere Voice Server V5 1 is the first release of a novel patent pending architecture for speech servers based on WebSphere Application Server No other speech server in the industry can match the on demand capabilities that WebSphere Voice Server is able to provide as a result of its WebSphere Application Server base Add the power of the Java 2 Enterprise Edition J2EE platform including runtime services and container management and the result is a powerful speech server that integrates into existing IT infrastructures Having voice on the same network as visual and data applications greatly reduces the initial speech investment It simplifies the management and achieves improved integration with client content which is a feat that no other speech vendor can match The Avaya Interactive Response Avaya IR V1 3 software product delivers next generation voice processing that meets advanced call routing and voice self service needs for a contact center enterprise It utilizes standard NMS hardware for telephony support and a VoiceXML V2 0 compliant browser for application programming interfaces IBM WebSphere
124. orkings of the Avaya SAB tool 3 4 3 Configure and deploy the Application on WebSphere Application Server Speech Applications developed using Avaya SAB V1 3 are packaged for deployment as a standard J2EE Web Archive or WAR file This archive groups together all of the necessary code and configuration files according to a simple structure understood by J2EE application servers In order to deploy the WAR file on an Application Server and assign the channels of the IR to invoke the speech application that is bundled in the WAR file we need to go through a series of steps Step 1 Generate the WAR file For a complete description of the contents of the Avaya SAB s WAR file please refer to Avaya Speech Application Builder s Configuration and Deployment Guide This document can be found on the Avaya SAB V1 3 installation CD or you can visit the Avaya documentation Web site at http www avayadocs com Once the application has been developed using the Avaya SAB V1 3 Configurator the next step is to create a WAR file Avaya SAB V1 3 has a WAR file Generation Wizard as shown in Figure 3 15 which walks the developer through the steps required in creating a WAR file The WAR File Generation Wizard automates the following Generating an appropriate web xml file Copying configuration files and other additional resources Copying code and grammar archives Packaging as a single WAR file vvvy a Wizard for generating a dialog deployment war Se
125. other version of the Solaris Operating System please check with Avaya if it acceptable for the IR Packages Packaged software is a collection of programs created to provide feature functionality on the Avaya IR system The packages marked required are the packages you need to have for the Avaya IR to interoperate with the IBM WebSphere Voice Server The following are the types of packages available gt Base packages Licensed packages Optional packages Third party packages Yv y Base package Base packages include all the basic software that must be installed on every system for core functionality such as voice system operations and maintenance functions The following are the components of the base packages gt Backup and Restore required The Backup and Restore Utilities are used to create a full system backup after initial installation that provides system configuration and administration data for disaster recovery gt Call Bridge Application required The Call Bridge Application package allows an application to place an outbound call to a third party and maintain the connection while the caller interacts with the third party gt JDBC Database Interface required The JDBC Data Interface Process provides interface to JDBC complaint databases and executes basic SQL commands gt Interactive Response Base System required The Interactive Response Base System package includes the following PRISM logging
126. ovider SUSE assembles open source components for the Linux operating system and related programs into a selection of distribution packages Text to Speech TTS An optional feature that lets an application play language speech directly from ASCII text by converting that text to synthesized speech The text can be used for prompts or for text retrieved from a database or host and can be spoken in an application with prerecorded speech thin client A low cost computing device that accesses applications and data from a central server over a network Categories of thin clients include Windows Based Terminals WBT which comprise the largest segment X Terminals and Network Computers NC topology The physical layout of a network troubleshooting The process of locating and correcting errors in computer programs TTS See Text to Speech turnkey A product or system that can be plugged in turned on and operated with little or no additional configuring Uniform Resource Identifier URI A URI isa formatted string used to locate via name or location a resource document such as a VoiceXML document URI See Uniform Resource Identifier Voice eXtensible Markup Language VoiceXML The W3C s standard XML format for specifying interactive voice dialogues between a human and a computer It is fully analogous to HTML and brings the same advantages of Web application development and deployment to voice applications that HTML
127. ow shown in Figure 2 14 is displayed Our screen capture was taken after a TTS type and servers had been defined and then removed so it shows the Default Voice value that had been assigned If no TTS types or servers have previously been defined then the Default Voice value will be blank On this window click Assign New Text to Speech Type Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Back 9 ay A Search G Favorites FP Media 4 Eh X B Address E https 9 42 171 51 8443 adminjadmin html Go Administration e CTIDIP Administration e Fax Administration e Speech and DPR Text to Speech Configuration Default Voice Alison Change Administrati b Display There are no Text to Speech types Status currently assigned o Administration e Universal Call ID Assign New Text to Speech Type Administration Refresh Back E B mtem ig Figure 2 14 Text to Speech Configuration window no Types assigned Screen capture reprinted by permission from Microsoft Corporation Chapter 2 Prerequisites and installation planning 27 28 2 The next window is the Assign Text to Speech Configuration window In this window select a Text to Speech Type from the menu list and select MRCP from the Engine menu list Figure 2 15 shows the selections we made The Avaya IR can only have
128. page http www realsoftinc com Copyright IBM Corp 2005 All rights reserved 119 gt Red Hat Enterprise Linux server http www redhat com software rhel gt Softel home page http www softel com gt Sun Blade 150 Workstation Overview http www sun com desktop workstation sunblade150 gt Sun Blade V240 Server Overview http www sun com servers entry v240 gt SUSE LINUX Enterprise Server http www novell com products 1inuxenterpriseserver gt World Wide Web Consortium W3C home page http www w3c org gt W3C recommendation of Speech Recognition Grammar Specification SRGS V1 0 http www w3 org TR 2004 REC speech grammar 20040316 gt W3C recommendation of Speech Synthesis Markup Language SSML V1 0 http www w3 org TR 2004 REC speech synthesis 20040907 gt WSC working draft of Semantic Interpretation for Speech Recognition SISR http www w3 org TR 2003 WD semantic interpretation 20030401 gt W3C recommendation for Voice Extensible Markup Language VoiceXML V2 0 http www w3 org TR voicexml 20 gt WebSphere Application Server Zone http www ibm com devel operworks websphere zones was gt WebSphere Application Server V5 1 x Information Center http publib boulder ibm com infocenter ws51lhelp index jsp topic com ibm websphere bas e doc info welcome_base html gt WebSphere Application Server Network Deployment V5 1 x Information Center http publib boulder ibm com infocenter ws51
129. physically separate servers because the configuration database unlike the reporting database is typically dropped during deployment The native database management system included with the Avaya SAB is the Firebird RDBMS It is not uncommon practice to use the Microsoft SQL Server as an alternate RDBMS due to its comprehensive Enterprise Manager environment Figure 2 27 is a diagram demonstrating a typical Avaya SAB environment deployment I Reports User Configurator User Web browser SAB GH eo i Logging RDBMS reporting data N a Z ii Configurator Websphere Servlet Container ee Runtime Environment N Local Filesystem Component Caching Configuration RDBMS Repository RDBMS Figure 2 27 Avaya SAB dependency diagram Chapter 2 Prerequisites and installation planning 43 The different database stores are explained below gt Logging RDBMS An SQL database to which the Runtime subsystem logs data for extraction by the Reports subsystem gt Servlet Container A J2EE compliant servlet container used by both the Report and Runtime subsystems Supported containers include JBOSS JRUN and WebSphere gt Local Filesystem The file system on the node containing the ServletContainer in which the Runtime subsystem is running The Local Filesystem is used to cache versions of component JARs gt Configuration RDBMS An SQL database used to store configuration data for the Runtime su
130. plorer File Edit view Favorites Tools Help Back gt A A Asearch GaFavorites media C4 B SH w Address a https 9 42 171 51 8443 admin admin html Go a Interfaces e Voice Equipment Change State of Voice o Duplay Equipment Equipment o Equipment State New State inser gt o Channels to Equipment card gt Groups Equipment Number fo o Phone Number o Display Change Immediately YES Passwords o Voice Services Reset ve Services Submit Reset Services a Number Services Sf BF tte z Help Figure 4 4 Change Card state on Avaya IR Screen capture reprinted by permission from Microsoft Corporation 4 1 4 Managing speech resources The Avaya IR is managed using the same Web Administration interface that we used for configuration You can display the status of speech resources either by resource type in our case OPSR4 and TTSO or by the individual servers configured for each resource type Similarly you can manage the status of speech resources from the resource type down to specific ports on a server Use the display status by resource type the first one described to get an overall view of all the speech recognition or text to speech resources configured Displaying the status of speech resources The procedure to display the status by Resource Type is as follows 1 Click Display Status from the Speech and DPR Administration group in the navigation panel of the Web Admini
131. r user guides These are all documented in PDF format and can easily be downloaded as described later in this chapter Chapter 3 Developing voice enabled applications 55 3 4 1 Call flow overview The call flow of our Avaya SAB V1 3 application is detailed below gt IVR Welcome to the Pizza Store gt IVR You can have a cheese pepperoni or all dressed pizza What pizza would you like Response Cheese e IVR Cheese is nice and cheesy Response Pepperoni e IVR Pepperoni has a lot of pepper Response All dressed e IVR You must be extra hungry ELSE any other request or low confidence level score e IVR I did not understand gt IVR Would you like to order another pizza Say yes or no Response yes e IVR will ask the preceding question and re run routine Response no e IVR Thank you for your business Please call back soon gt Disconnect 3 4 2 Using the Configurator component 56 The configurator window as shown in Figure 3 11 on page 57 is made up of a visual representation of the dialog flow which is fairly easy for a non technical person to understand The code behind it is not accessible for quick manipulation or modification and the user is limited to the property settings that are available on a per component basis The components can be retrieved simply by clicking the Add Component menu icon represented by a folder image on the thin left hand margin next to the visual dialog
132. r V5 1 x runs as an Enterprise Application in WebSphere Application Server V5 1 1 gt Ata Glance System Administration is facilitated by WebSphere Voice Server system administration utilizing the WebSphere Application Server system administrator s console for configuration administration troubleshooting and reviewing log and trace information gt WebSphere Voice Server V5 1 x has additional voice specific administration panels to facilitate configuration monitoring and troubleshooting gt WebSphere Edge Server Load Balancer component This allows true load balancing in a round robin fashion and provides a mean to gracefully take machines out of service for maintenance It provides automatic failover where the load balancer will automatically remove a non responding server from service It also allows you to create and manage a WebSphere Voice Server farm where you can seamlessly add or remove WebSphere Voice Server machines without reconfiguring your IVR gt WebSphere Application Server Network Deployment This allows a single WebSphere Application Server system administrator s console to manage a cell or grouping of WebSphere Voice Server V5 1 x machines Note For a more detailed description of the IBM WebSphere Voice Server V 5 x please refer to WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 1 2 Overview of Avaya IR V1 3 Avaya Interactive Response IR V1 3 is the latest IVR system releas
133. r in the architecture of a speech platform based on the Avaya IR and WebSphere Voice Server gt The hardware and software prerequisites for each of the products gt The application development environment Copyright IBM Corp 2005 All rights reserved 2 1 Overview There are many factors to consider in the design and architecture of a speech platform However before embarking on a grand design it is important to get a good understanding of what functional and environmental requirements must be met by the platform For example what will be the call traffic on the platform how many languages are required and what level of redundancy and resilience will be required to meet the service level targets In this chapter we will look at some these architectural issues and then discuss the hardware and software prerequisites for each of the products 2 2 Architecture review In this section we discuss simple and complex deployments scalability and high availability 2 2 1 Basic deployment topology 8 A basic deployment would typically consist of a single Avaya IR system a WebSphere Voice Server system and a WebSphere Application Server system This type of configuration would be suitable as a test platform for a larger and more complex production platform or for a client who does not anticipate a large call volume and has no requirements for resilience The maximum capacity that this type of configuration could support is dependent
134. r is one of the components of WebSphere Application Server Network Deployment which is packaged with WebSphere Voice Server V5 The Deployment Manager provides the ability to manage a group of WebSphere Voice Server systems from a single administrative console The Deployment Manager administrative console has the same look and feel as the administrative console on a stand alone system A Deployment Manager manages a group of systems called a cell Each system in a cell is called a node The nodes in a cell can be on different operating systems Even though the primary function of the Deployment Manager for a cell of WebSphere Voice Server systems is to provide a centralized point of operation the Deployment Manager itself does not need to be operational at all times The WebSphere Voice Server nodes in the cell continue to operate even though the Deployment Manager is stopped However you should remember that when a WebSphere Voice Server system is added federated to a cell its own administrative console is removed and its configuration information is held centrally by the Deployment Manager Consequently you should make sure that the configuration information on the Deployment Manager is backed up on a regular basis The Deployment Manager communicates with the nodes in its cell through a process called a node agent which runs on each node The node agent is responsible on behalf of the Deployment Manager for the starting stopping synchroni
135. r of ASR and TTS engines to be started WebSphere Voice Server worked with the Avaya IR We did not need to make changes to any other parameters 2 4 Avaya IR V1 3 The Avaya IR system automates common enterprise interactions and fulfillment between a business and their clients The Avaya Interactive Response is a standards based speech enabled self service IVR platform that enables enterprises to automate end caller transactions via speech recognition and touch tone applications Avaya offers a choice of either a complete turnkey hardware software and application solution or a software only development platform that can be installed on industry standard Sun hardware The following sections describe the essential components of an Avaya IR platform 2 4 1 Hardware requirements This section covers the hardware requirements of the Avaya IR A detailed description of the hardware requirements can be found at the following URL http support avaya com Avaya IR s important hardware components are Sun servers running the Solaris Operating System and NMS Communication cards Sun equipment can either be a Sun Fire V240 server or a Sun Blade 150 workstation The Sun Blade 150 workstation is a low end machine The capacity of the Sun Blade 150 workstation is determined by a combination of the connectivity and the application processing needs For capacity calculations please contact the Avaya Technology and Consulting Group ATAC Your local
136. red gt lt attribute value false name usesFolderArrayTypes gt lt attribute value true name required gt lt attribute name page gt lt attribute value xsd integer xsd nonPositiveInteger xsd negativeInteger xsd ong xsd int xsd short xs d byte xsd nonNegativeInteger xsd unsignedLong xsd positiveInteger xsd unsignedInt xsd unsi gned_short xsd unsignedByte xsd float xsd double xsd decimal xsd string name variableType gt lt attribute name newTypeName gt lt attribute value Compare variable name displayText gt lt attribute value false name arrayType gt lt attribute value com netdecisions ccp dbo bo DBOVariableValue name dataTypeClassName gt lt attribute value First Var name name gt lt attribute value false name isUsingNewVariable gt lt attributes gt lt defaultValue gt lt validValues gt lt bo gt lt bo className com netdecisions ccp dbo bo DBOVariableValueDefinition objectId 1117722651769 gt lt objectId gt lt attribute value 1117722651769 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value false name newVariableAllowed gt lt attribute name securityPermissionRequired gt lt attribute value false name usesFolderArrayTypes gt lt attribute value true name required gt lt attribute name page gt lt attribute value xsd integer xsd nonPositiveInteger xsd negativeInteger xs
137. ring our testing Also general troubleshooting tips and techniques are discussed However for detailed information about managing monitoring and debugging the WebSphere Voice Server environment refer to the redbook WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 Copyright IBM Corp 2005 All rights reserved 67 4 1 Testing Avaya IR The Avaya Interactive Response Installation Migration and Troubleshooting Guide covers in detail how to configure and get the IR functioning That document can be found at the following Web site http support avaya com This section complements the information available in that guide 4 1 1 Verifying the Installation An easy way to check the health of the IR is to go to the Admin Console and click Report Voice System Status as shown in Figure 4 1 and Display Voice Equipment Status as shown in Figure 4 2 on page 69 Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help Bak amp A Qsearch Favorites Media yy 2 H Address A https 9 42 171 51 8443 admin admin html gt ao k e Message Administration a e System Control Voice System is Up o Renumber Voice Number of Voice Ports In Service 24 Channels o Report Voice System Status o Start Voice System o Stop Voice System e Switch Interfaces o Digital Interfaces e Voice Equipment o Display Equip
138. rk on which applications may be run port A connection to a device that allows data or information to travel into and out of the device predictive dialing An automated dialing feature in which the systems predicts from pre set algorithms when an agent operator will become free and makes the call in advance Private Branch eXchange PBX A private telephone switching system usually located on a company s premises prompt A message played to a caller that gives the caller a choice of selections in a menu and asks for a response Compare to announcement proxy server A server that receives requests intended for another server and that acts on the behalf of the client as the client proxy to obtain the requested service A proxy server is often used when the client and the server are incompatible for direct connection PSTN See Public Switched Telephone Network Public Switched Telephone Network PSTN The traditional analog network that routes voice calls from one location to another query A query is a form of questioning in SQL language to retrieve information from a database RDBMS See Relational Database Management System Real Time Streaming Protocol RTSP A client server communication protocol that simplifies the distribution of multimedia contents on the Internet Red Hat A software company in the business of assembling open source components for the Linux operating system and related programs into a dis
139. rver for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 12 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Overview of Avaya support for multiple MRCP servers Avaya IR V1 3 provides an alternative method of implementing a configuration with multiple WebSphere Voice Server systems which is shown in Figure 2 3 The Avaya IR allows for multiple MRCP servers to be defined for ASR and TTS and for each server the number of ports or sessions is also defined During initialization the Avaya IR MRCP client creates a TCP IP connection with each of its defined MRCP servers and then sets up as many Real Time Streaming Protocol RTSP sessions with that server as that server has ports defined in the configuration The MRCP client then allocates and manages the use of the RTSP sessions on a simple round robin basis The configuration of MRCP servers is described in 2 4 3 Avaya IR V1 3 configuration on page 20 Avaya IR V1 3 MRCP MRCP MRCP Deployment Manager WebSphere Application Server 3 Sesscsoocss occssossascscscscassssososocssoccssossssoosososoocoossosooosos
140. ry 20 2003 2003 matching Avaya SSML level IBM WebSphere SSML V1 0 W3C VoiceXML V2 0 W3C Recommendation Voice Server Recommendation September 7 March 16 2004 V5 1 2 2004 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Important The Avaya AVvoicxml2 0 package enforces compliance with the VoiceXML V2 0 specification dated March 16 2004 The February 20 2003 level called out above is the VoiceXML level that matches the December 18 2003 SSML Candidate Recommendation Please visit the following Web site for more info http www w3 org TR 2004 REC speech synthesis 20040907 A simple TTS VoiceXML application was created see pizzassml vxml in Sample VoiceXML pizzassml vxml source code on page 89 Not every possible VoiceXML element was tested only a sampling Since the results were not 100 positive care should be taken in designing and testing VoiceXML applications that use SSML SSML reference information Please refer to WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 for detailed information about SSML support for WebSphere Voice Server Version 5 1 2 Please also refer to Avaya Interactive Response Release 1 3 MRCP Feature SSML testing results This section shows a sampling of the VoiceXML elements that we tested and their results Emphasis element Emphasis was tested with level strong and level reduced The tester was not able
141. s which offers greater flexibility 3 2 A brief overview of VoiceXML specifications VoiceXML is a World Wide Web Consortium standard W3C Therefore the specifications of VoiceXML are standardized and listed on the W3C Web site As with most standards some portion of the standard are must have required shall while other portions are should have recommended may have and optional Therefore each vendor s implementation of the standard will vary This not only applies to the VoiceXML V2 0 standard but also the related W3C standards for example SSML and SRGS Further information regarding the VoiceXML V2 0 standard can be found at the following URL http www w3 org TR voicexml 20 3 2 1 Elements VoiceXML V2 0 has an array of elements that can go into a VoiceXML document For a list of elements and their functions in the VoiceXML V2 0 standard please visit the following URL http www w3 org TR voicexml 20 3 2 2 Common attributes VoiceXML has attributes that can be assigned to a VoiceXML document An example of common attributes include version and language For a list of attributes and their definitions for the VoiceXML V2 0 standard please visit the following URL http www w3 org TR voicexml 20 48 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide 3 3 A Simple VoiceXML Appucaton using Voice Toolkit for WebSphere Studio and Call Flow Builder There is really
142. stration window 2 The next window is titled Display Speech Proxy Status as shown in Figure 4 5 on page 73 Click Speech Resource Status 72 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide Z Avaya Interactive Response Administration Microsoft Internet Explorer File Edit view Favorites Tools Help lt Back oe a Ss G Favorites F Media lt 4 Ey g 4 e Fax Administration e Speech and DPR Display Speech Proxy Status Administration o Display Status e Speech Resource Status o Administration e Speech Server Status e Universal Call ID Administration OE Be terete Figure 4 5 Display Speech Proxy Status window Screen capture reprinted by permission from Microsoft Corporation 3 You will now see the Speech Resource Status window as shown in Figure 4 6 Select OPSR4 from the Resource Type menu list to view Speech Recognition Resources To view Text to Speech Resources select the Resource Type you configured for MRCP In our configuration we used TTSO Now click Submit Avaya Interactive Response Administration Microsoft Internet Explorer loj x File Edit View Favorites Tools Help Back al a os Fade aves media C4 PME E 5 Fax Administr Administration e Speech and DPR Speech Resource Status Administration o Display Status Resource Type OPSR4 o Administration are BA o Universal Call ID Administr
143. t it toward the VoiceXML file Note It was found that Microsoft Internet Explorer V6 0 SP1 had a problem displaying the actual VoiceXML file due to the following statement lt DOCTYPE vxml PUBLIC W3C DTD VOICEXML 2 0 EN vxm120 1115 dtd gt One solution would be to comment out the above line in the VoiceXML file or to use a different browser Please refer to 2 4 3 Avaya IR V1 3 configuration on page 20 to configure the Avaya IR Sat ereating a simple VoiceXML application using Avaya SAB As an example an application was created similar to the one described in 3 3 A Simple VoiceXML Application using Voice Toolkit for WebSphere Studio and Call Flow Builder on page 49 The application is a basic pizza shop ordering system that prompts the user to select between three choices Since the Avaya SAB Configurator is purely a visual component environment requiring drag and drop action to build the application setting up a basic dialog flow was relatively simple Note Access to VoiceXML code for direct manipulation is not possible via the configurator and different from the WebSphere Voice Toolkit in that regards The configurator s ease of use stems from the reality that even non technical personnel can easily manipulate the call flow without prior knowledge of VoiceXML programming granted they have a basic level of training on SAB There is somewhat of a learning curve that can be easily overcome if you have the prope
144. tepDefinition linkId 22 gt lt attributes gt lt attribute name description gt lt attribute value 179 name y gt lt attribute value 1 name order gt lt attribute value 367 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 21 gt lt toStep gt lt fromStep gt lt Reference type link linkId 23 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 23 gt 104 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attributes gt lt attribute value false name isMultiStep gt lt attribute value This step is used to stop a process midway through execution name description gt lt attribute name upperName gt lt attribute value 163 name y gt lt attribute value Terminate Process name name gt lt attribute value 220 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components ccp steps TerminatingStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1115777234746 gt lt objectId gt lt attribute value 1115777234746 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attribut
145. tion linkId 25 gt lt attributes gt lt attribute value false name isTrueBranch gt lt attribute value Determines if a value contains another name description gt lt attribute name upperName gt lt attribute value Contains Text Variable Rule name name gt lt attributes gt lt typeDef gt lt Reference type componentVersion className basic rules ContainsTextRule version 3 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1115001823513 gt lt objectId gt lt attribute value 1115001823513 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt bo className com netdecisions ccp dbo bo DBOVariableValue objectId 1115745047993 gt lt objectId gt lt attribute value 1115745047993 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute name primaryTypeName gt lt attribute value false name isNew gt lt attribute value folder Trigger ControlClassName text name path gt lt attribute value First Var name name gt lt attributes gt lt bo gt lt bo className com netdecisions ccp dbo bo StringDBODataType objectId 1115271290201 gt lt objectId gt lt attribute value 1115271290201 name id className java lang Long gt
146. to detect any difference in the audio produced so the emphasis element appeared NOT to be effective There was no error logged in the Avaya IR Voice element Voice was tested with age 18 and age 6 The tester was not able to detect any difference in the audio produced so the Voice element appeared NOT to be effective There was no error logged in the Avaya IR Prosody element Prosody was tested with rate 40 The tester was able to detect a slowdown in the spoken audio produced so the Prosody element appeared to function as expected Restriction As stated on page 6 of the Avaya Interactive Response Release 1 3 MRCP Feature the contour attribute of the prosody element is incompatible with WebSphere Voice Server Version 5 1 2 The W3C SSML specifications and WebSphere Voice Server Version 5 1 2 expects HZ Avaya IR Version 1 3 does not use HZ Say as Say as was tested with interpret as vxml phone The tester was able to detect that the spoken audio sounded like a phone number and the word extension was inserted before the 56 so the Say as element appeared to function as expected Chapter 4 Testing and troubleshooting 83 4 2 Load test We ran a load test using the Call Generator on the Gordon Kapes System 930 Telephony Simulator The Avaya IR was connected to the Gordon Kapes System 930 Telephony Simulator with one T1 trunk running ISDN We configured 24 speech recognition ports and 24 text to speech ports We use
147. tribute value 1 name order gt lt attribute value 343 name x gt lt attributes gt lt toStep gt lt Reference type link linkId 10 gt lt toStep gt lt fromStep gt lt Reference type link linkId 8 gt lt fromStep gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 10 gt lt attributes gt lt attribute value false name isMultiStep gt 96 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide lt attribute value This step is used as a marker to represent the last step ina process flow name description gt lt attribute name upperName gt lt attribute value 500 name y gt lt attribute value End Dialog name name gt lt attribute value 500 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components ccp steps DefaultTerminalStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1118190407018 gt lt objectId gt lt attribute value 1118190407018 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo DBODefinition object Id 1117403399
148. tribution package Relational Database Management System RDBMS A type of DBMS in which the database is organized and accessed according to the relationships between data values 114 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide resilience The ability of a structure to sustain the impact of a business interruption and recover and resume its operations to continue to provide minimum services round robin A simple mechanism used by DNS servers to share and distribute loads for network resources RTSP See Real Time Streaming Protocol scalability The ability to increase or decrease size or capability in cost effective increments with minimal impact on the unit cost of business and the procurement of additional services script The set of instructions for the target voice response system to follow during a transaction servlet A server side Java program that provides additional features to the server software The set or sets of programs that instruct the computer hardware to perform a task or series of tasks Speech Synthesis Markup Language SSML A markup language to control speech synthesis and text processing defined by the World Wide Web Consortium W3C SSML See Speech Synthesis Markup Language SUSE A privately owned company whose mission is to promote open source development and General Public License distribution and to be a Linux distribution pr
149. ts e Fax Report e Call Data Handling Reports 4 Done Internet A Figure 4 19 Change Speech Resource Port State window Screen capture reprinted by permission from Microsoft Corporation For the New State field select the state you want the port to have The second field is the port whose state is to be changed The third field allows you to specify if you want the change to be made immediately or not If you are changing the current state from in service to out of service and you select YES any current sessions on the port will be terminated Click Submit to make the change 5 When the change request has been accepted the following message is displayed Change State request done You should check the new state by displaying status of the port 4 1 5 Speech Synthesis Markup Language test 82 Normally the voice browser and the text to speech engine should support the same version of the VoiceXML and Speech Synthesis Markup Language SSML World Wide Web Consortium W3C specifications With the Avaya IR V1 3 and the IBM WebSphere Voice Server Version V5 1 2 this is NOT the case Please refer to Table 4 1 for the product and its associated SSML and VoiceXML specifications Table 4 1 The supported version of the different systems Product SSML Associated VoiceXML specification Avaya IR V1 3 SSML V1 0 W3C Candidate VoiceXML V2 0 W3C Candidate Recommendation December 18 Recommendation Februa
150. ts gives us the capability to cluster together a number of WebSphere Voice Server systems so that from the perspective of the Avaya IR they appear to be a single MRCP server resource The Load Balancer is used to distribute the workload across the WebSphere Voice Server systems This is an extremely useful capability as it means that within the cluster of WebSphere Voice Server systems systems can be taken out of service or fail with no effect on the operation of the platform other than a reduction in capacity It also means that additional systems can be added to the cluster IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide to increase capacity without having to change the configuration of or stop and restart any of the systems in the platform For further reading on the various scenarios and topologies that can be implemented with WebSphere Application Server Network Deployment we recommend that you refer to the IBM WebSphere Application Server V5 1 System Management and Configuration WebSphere Handbook Series SG24 6195 and the IBM WebSphere V5 1 Performance Scalability and High Availability WebSphere Handbook Series SG24 6198 There is also more information about these topics with particular reference to WebSphere Voice Server in WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 Overview of WebSphere Network Deployment Manager WebSphere Deployment Manage
151. ty for developing multi tiered Web based applications Media Resource Control Protocol MRCP The Media Resource Control Protocol created by the Internet Engineering Task Force IETF It is a communication protocol that allows speech servers to provide various speech services Such as speech recognition and speech synthesis to its clients Typically this means the server software will be running on one computer and clients can send MRCP messages to the server over a network usually on top of another protocol such as RTSP or TCP menu A graphical user interface element that allows the user to select one among several presumably related choices module A separate and distinct unit of hardware or software that may be used as a component in a system MRCP See Media Resource Control Protocol Natural Language Speech Recognition NLSR An advanced type of speech recognition NLSR can recognize particular words and phrases spoken by the user NLSR See Natural Language Speech Recognition node A device connected to a network such as a computer or router parameter A value or object that is used to transfer information to or from subprograms Input parameters can be thought of as being copied into the subprogram when it is called and output parameters can be thought of as having their values copied back to the caller when the subprogram returns PBX See Private Branch eXchange platform A platform refers to a framewo
152. ugh a series of menus and forms aided by instructions prompts and choices The application uses either prerecorded audio files or text to speech TTS a technology that synthesizes spoken language from text The client can use spoken words to make selections and provide information Once the database records are retrieved the system presents the information by playing back audio files On the other hand a transaction application is used for the purpose of performing specific tasks Transferring funds between accounts and the buying and selling of stocks are popular examples of this type of application In the above scenarios the application starts by authenticating the client through an identification process and then uses a series of windows to guide the client to enter the required data such as the source and target accounts for a funds transfer transaction The system plays instructions prompts and available options using prerecorded audio files or by performing text to speech The client responds using spoken commands Once the required data is collected the system performs the transaction and returns the result This functionality is achieved through the use of VoiceXML applications For the sake of this Redpaper we have decided to create a voice application using Avaya s Studio Application Builder Avaya SAB and alternatively IBM Voice Toolkit for WebSphere Studio IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive
153. ully qualified host name IP Address The IP address of the server If you are using a cluster of WebSphere Voice Server systems with the Load Balancer this should be the IP address of the cluster Ports The number of text to speech engines on the server If you are using a cluster of WebSphere Voice Server systems with the Load Balancer this should be the total number of text to speech engines in the cluster Base Port This the port number being used for communication with the server The well known port for MROP is 554 so you should enter the value 554 unless you have chosen to use a different port number and made corresponding changes to WebSphere Voice Server Chapter 2 Prerequisites and installation planning 29 The Avaya IR allows multiple servers to be defined for a TTS type If you need more than one WebSphere Voice Server system to satisfy your recognition requirements then you can either define multiple servers to Avaya or use the Load Balancer Figure 2 17 shows the Text to Speech Configuration window with a single server which could be a Load Balancer cluster and Figure 2 18 on page 31 shows two servers defined Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help lt Back iat A Search Ga Favorites Media 4 Ey X Text to Speech Configuration The change succeeded please stop and restart the Feature Packages voice system
154. utes gt lt firstStep gt lt Reference type link linkId 4 gt lt firstStep gt lt version gt lt Reference type link linkId 2 gt lt version gt lt al1lSteps gt lt Reference type link linkId 4 gt lt Reference type link linkId 6 gt lt Reference type link linkId 12 gt lt Reference type link linkId 10 gt lt Reference type link linkId 8 gt lt allSteps gt lt bo gt lt bo className com netdecisions ccp model bp StepDefinition linkId 4 gt lt attributes gt lt attribute value false name isMultiStep gt lt attribute value This is the first step in a process name description gt lt attribute name upperName gt lt attribute value 20 name y gt Appendix A Sample code 91 lt attribute value Begin Dialog name name gt lt attribute value 60 name x gt lt attributes gt lt typeDef gt lt Reference type componentVersion className com netdecisions components ccp steps FirstStep version 1 gt lt typeDef gt lt repositoryComponentParameters gt lt Reference type dbo gt lt bo className com netdecisions ccp dbo bo DBO objectId 1114979949083 gt lt objectId gt lt attribute value 1114979949083 name id className java lang Long gt lt objectId gt lt attributes gt lt attribute value 0 name version gt lt attributes gt lt values gt lt definition gt lt bo className com netdecisions ccp dbo bo
155. vailability to WebSphere Voice Server V5 1 x These are described in WebSphere Voice Server for Multiplatforms V5 1 1 V5 1 2 Handbook SG24 6447 In addition WebSphere Voice Server V5 1 x now supports the industry open standard called Media Resource Control Protocol MRCP V1 Draft 4 This is described in 1 5 Interoperability on page 5 1 1 1 WebSphere Voice Server V5 1 x features At the time of the writing of this Redpaper the latest release of WebSphere Voice Server is V5 1 2 for Linux and Microsoft Windows Server 2003 It is a software product that is part of the larger IBM WebSphere family of products It can be integrated with other software and hardware telephony products to speech enable them and their associated applications The list of features include gt Support for the following platforms Microsoft Windows Server 2003 Red Hat Enterprise Linux WS ES AS for Intel V3 0 Update 1 SUSE Linux Enterprise Server SLES V8 0 with Service Pack 2a or 3 For a list of the current platforms supported please visit the following URL http www ibm com software pervasive voice_server system_requirements To get the latest WebSphere Voice Server fix packs for your operating system please visit the WebSphere Voice Server Support Page at http www 306 ibm com software pervasive voice_server support gt Connectivity to multiple supported IVR vendors that support MRCP V1 Draft 4 For a list of compatible IVRs pl
156. will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you Information concerning non IBM products was obtained from the suppliers of those products their published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities of non IBM products should be addressed to the suppliers of those products This information contains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in sour
157. window ka Edit Step Menu Dialog Step Version 14 E j Step Triggers Name Menu Dialog Step N his is a Menu dialog step providing a menu of options Description Prompts Confirmation Settings Choices and Result Misrecognition No Input No Match he Question To Ask Barge In Folder Data i Prompts folder Resuttant_variablefextQ You can have a cheese pepperoni or all dressed pizza What pizza would you like Main Voice Dialog Properties Show Details OK Cancel Figure 3 12 Prompt section of dialog component in SAB V 1 3 By clicking Choices and Results the user would list the choices to be given to the caller during the dialog flow as shown in Figure 3 13 on page 59 In this example cheese pepperoni and all dressed are selected and a resultant variable is created in order to trap the result This variable can then be used to run against a conditional statement to ensure the proper call flow 58 IBM WebSphere Voice Server V5 1 1 V5 1 2 and Avaya Interactive Response V1 3 An Interoperability Guide A Edit Steh Menu Dialog Step Version 14 Name Menu Dialog Step his is a Menu dialog step providing a menu of options ess Description Prompts Confirmation Settings Choices and Resutt Misrecognition No Input No Match Use These Choices Add Value Edit Value Remove Value Select Create Varia
158. you want to change from the menu list Avaya Interactive Response Administration Microsoft Internet Explorer File Edit View Favorites Tools Help Back gt z fat A Search G Favorites PMedia S ey Eh w H Address a https 9 42 171 51 8443 admin admin html Ee Go Fax Administr Administration e Speech and DPR Change Speech Resource Port Administration State for OPSR4 o Display Status o Adminstration kemgykavmedia E Universal Call ID Server kpmgyk3 media Administration al Submit Reset Cancel Reports d z ype ooo O l Blane S Figure 4 18 Change Speech Resource Port State select Server Screen capture reprinted by permission from Microsoft Corporation Chapter 4 Testing and troubleshooting 81 4 The next window is similar to Figure 4 19 This window displays three fields Avaya Interactive Response Administration Microsoft Internet Explorer Oj x File Edit view Favorites Tools Help Bak gt gt amp A Qsearch Favorites media lt 4 Fhe G Address le https 9 42 171 51 8443 adminfadmin html gt Go Administration o Display Change Speech Resource Port Status rare State for Type OPSR4 Server e Universal Call ID kpmgyk3 media Administration New State inser Port joz Change Immediately NO Submit Reset Cancel a Repor
159. zation and configuration of the WebSphere Application Server instance named server1 Typically the Deployment Manager is installed on a low end machine as it does not require any great amount of resources You can install it on the same machine as the Load Balancer which is described in Overview of WebSphere Edge Server Load Balancer on page 12 We would recommend using the Deployment Manager to manage WebSphere Voice Server whenever you have multiple systems installed WebSphere Network Deployment Management topology We set up a multiple machine environment in the ITSO laboratory for the purpose of writing this Redpaper It consisted of the following units gt A Gordon Kapes System 930 Telephony Simulator to act as our PBX gt An Avaya IR V1 3 system connected via one T1 trunk running National ISDN 2 NI2 gt Four WebSphere Voice Server systems two on Windows Server 2003 one on Red Hat Enterprise Linux and the fourth on SUSE Linux Enterprise server Two systems had US English recognition and text to speech one had UK English and the other had Canadian French gt One WebSphere Application Server system on Windows to serve the VoiceXML documents to the Avaya IR Chapter 2 Prerequisites and installation planning 11 gt One Deployment Manager system on SUSE Linux Enterprise server to manage all the WebSphere Voice Server systems gt One Load Balancer system on a SUSE Linux Enterprise server to distribute the load

IBM WebSphere Voice Server V5.1.1/V5.1.2 and Avaya Interactive

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