Avaya PeriProducer for the BCM Platform User manual

Brand: Avaya

Model: PeriProducer for the BCM Platform

Category: IP phones

Type: User manual

Publication#:

Document Release:

Release Date:

PeriProducer for the Business

Communications Manager

(BCM) Platform

N0059775

1.0

July 14, 2006

Important Notice

Nortel reserves the right to make changes in the contents of this publication including

functions and specifications identified herein without notice.

The material contained in this document is intended for Nortel personnel and licensed

customers with a non-disclosure agreement or standard contract.

In the absence of a written agreement to the contrary, Nortel assumes no liability for

applications assistance, customer's product/application/concepts, or infringements of

patents or copyrights of third parties arising from the use of systems and architectures

described herein. Nor does Nortel warrant or represent that any license, either

expressed or implied, is granted under any patent right, copyright, or other

combination of technology, architecture, or software as might be or is already in use.

This document should not be reproduced, disseminated, or otherwise disclosed

without prior written consent from a Nortel officer.

This document has been copyrighted by Nortel and may not be duplicated.

Revision History

# N0059775 Ver: 1.0 Nortel Confidential Page 3

Revision History

July 2006 Standard 1.0

PeriProducer for the BCM Platform

Page 4 Nortel Confidential # N0059775 Ver: 1.0

Table of Contents

# N0059775 Ver: 1.0 Nortel Confidential Page 5

Table of Contents

Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

How to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Finding the latest updates on the Nortel Web site . . . . . . . . . 8

Getting Help from the Nortel Web site. . . . . . . . . . . . . . . . . . 8

Getting Help over the phone from a Nortel Solutions Center 9

Getting Help from a specialist by using an Express Routing

Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Getting Help through a Nortel distributor or reseller . . . . . . . 9

How to Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Organization of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Conventions Used in This Manual . . . . . . . . . . . . . . . . . . . . . . . . 11

Solaris and Windows Conventions . . . . . . . . . . . . . . . . . . . . . . . 12

Two-Button (Windows) vs. Three-Button (Solaris) Mouse . 13

Trademark Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Introduction to the BCM - IVR Integration . . . . . . . . . . . . 15

The Business Communications Manager (BCM) - Interactive Voice

Response (IVR) Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

What functionality does IVR integration add to the BCM? . 16

Accessing complete documentation for BCM . . . . . . . . . . . . . . . 17

Documentation Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

BCM and the Voice File System (VFS) . . . . . . . . . . . . . . . . . 19

The BCM Voice File System (VFS) . . . . . . . . . . . . . . . . . . . . . . 20

Convert MMF Files to VFS Phrase Files using the MMF2VFS

command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

MMF2VFS Command Line Examples . . . . . . . . . . . . . . . . . 22

Removing VFS Files from the VFS Files System . . . . . . . . 23

VFSRM Command Line Examples . . . . . . . . . . . . . . . . . . . 24

Correlating Data in mmfxref.dat to the Voice File System . 24

VFSLS Command Line Examples . . . . . . . . . . . . . . . . . . . . 25

Deleting Cabinets from the Voice File System . . . . . . . . . . 26

VFSLS Command Line Examples . . . . . . . . . . . . . . . . . . . . 26

Working with PeriProducer Blocks for BCM . . . . . . . . . . . 27

PeriProducer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

PeriProducer Blocks Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Variations in Block Functionality. . . . . . . . . . . . . . . . . . . . . 28

PeriProducer for the BCM Platform

Page 6 Nortel Confidential # N0059775 Ver: 1.0

New Blocks for PeriProducer 3.00 . . . . . . . . . . . . . . . . . . . . 28

PeriProducer Blocks for the BCM Environment . . . . . . . . . 29

BCM-IVR 2.1 PeriProducer Toolkit . . . . . . . . . . . . . . . . . . . . . . 29

BCM-IVR 2.1 PeriProducer Toolkit Feature Extensions . . . 29

BCM-IVR 2.1 PeriProducer Toolkit Blocks. . . . . . . . . . . . . 32

Set Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Get Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Park Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Check Park Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Begin Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

End Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Variations in Functionality of Standard PeriProducer Blocks . . . 41

Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Phone Op . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Transferring calls internally . . . . . . . . . . . . . . . . . . . . . . . . . 46

Read . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Receive Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Select . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Send Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Speak . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Environments Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Environments Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Application and System Environment . . . . . . . . . . . . . . . . . . . . . 56

Host Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Generic Environment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

VENGINE Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Resources Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

About Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Supported Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Preface

PeriProducer for the BCM Platform

Page 8 Nortel Confidential # N0059775 Ver: 1.0

Scope

Business Communications Manager (BCM) is a communications platform that

delivers voice processing, business telephony applications, and data networking

services. To extend these capabilities, Nortel integrated existing Interactive Voice

Recognition (IVR) software to run on the BCM platform.

The PeriProducer for the Business Communications Manager Platform manual

explains variances in PeriProducer functionality when it is integrated with BCM. It is

not meant to replace the PeriProducer User’s Guide; it is meant only to be used as a

supplement to it.

For further information on BCM, see the BCM documentation.

Intended Audience

To use this guide effectively, users should complete an on-site system familiarization

training program conducted as part of the initial system installation. In addition, they

should be familiar with other site-specific operating procedures relating to the

Business Communication Manager (BCM) due to specific BCM application functions

or any other equipment to which the BCM may be connected. Basic knowledge of

operating systems software is also assumed.

How to Get Help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was released. To

check for updates to the latest documentation for the MPS 500 and 1000, click one of

the following links:

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical

Support web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to

address issues with Nortel products.

MPS 500 Takes you directly to the Nortel page for MPS 500 documentation at

www130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat=DOCUMEN-

TATION&resetFilter=1&tranProduct=12605

MPS 1000 Takes you directly to the Nortel page for MPS 1000 documentation at

www130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat=DOCUMEN-

TATION&resetFilter=1&tranProduct=11721

Preface

# N0059775 Ver: 1.0 Nortel Confidential Page 9

• download software, documentation, and product bulletins

• search the Technical Support web site and the Nortel Knowledge Base for

answers to technical issues

• sign up for automatic notification of new software and documentation for

Nortel equipment

• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support web

site, and have a Nortel support contract, you can also get help over the phone from a

Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following web site to obtain the phone number for

your region:

www.nortel.com/callus

Getting Help from a specialist by using an Express Routing

Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing

Code (ERC) to quickly route your call to a specialist in your Nortel product or service.

To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or

authorized reseller, contact the technical support staff for that distributor or reseller.

How to Use This Manual

This manual uses many standard terms relating to computer systems, software

application functions, and the Internet. However, it contains some terminology that

can be explained only in the context of the MPS Series. Refer to the Glossary of

Nortel’s Media Processing Server Series Terminology for definitions of MPS Series

specific terms.

Read this manual from start to finish at least once. When you are familiar with the

document, you can use the Table of Contents to locate topics of interest for reference

and review.

If you are reading this document online, use the cross-reference links (shown in blue)

to quickly locate related topics. Position your cursor over the cross-reference link and

click once. Click any point in a Table of Contents entry to move to that topic. Click the

page number of any Index entry to access that topic page.

PeriProducer for the BCM Platform

Page 10 Nortel Confidential # N0059775 Ver: 1.0

Familiarize yourself with various specialized textual references within the manualsee

Conventions Used in This Manual on page 11.

Periphonics is now part of Nortel. The name Periphonics, and variations thereof,

appear in this manual only in reference to a product (for example, the PERImps

package, the perirev command, and so on).

Organization of This Manual

This manual is organized in the following way:

Chapter 1 — Introduction to the BCM - IVR Integration

Overviews the Business Communication Manager (BCM) and what functionality the

IVR integration brings to BCM. Explains how to access documentation on Helmsman.

Chapter 2 — Working with the BCM Voice File System

Describes the Voice File System (VFS), and explains how to work with file

conversion utilities.

Chapter 3 — Working with PeriProducer blocks for BCM

Describes exceptions to and variances in PeriProducer block functionality for BCM.

Chapter 4 — Environments support

Overviews environments and notes exceptions to and variances in environments

support for BCM.

Chapter 5 — Resources support

Overviews resources and notes exceptions to and variances in resources support for

BCM.

Preface

# N0059775 Ver: 1.0 Nortel Confidential Page 11

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between document

elements and types of information. These conventions are summarized in the

following table.

Conventions Used in This Manual (Sheet 1 of 2)

Notation Description

Normal text

Normal text font is used for most of the document.

important term

The Italics font introduces new terms, highlights meaningful words

or phrases, or distinguishes specific terms from nearby text.

system

command

This font indicates a system command or its arguments. Enter

such keywords exactly as shown (that is, do not fill in your own

values).

command,

condition

and alarm

Command, Condition and Alarm references appear on the screen

in magenta text and reference the Command Reference Manual,

the MPS Developer User’s Guide, or the Alarm Reference Manual,

respectively. Refer to these documents for detailed information

about

Commands, Conditions, and Alarms.

file name /

directory

This font highlights the names of disk directories, files, and

extensions for file names. It also shows what is displayed on a

text-based screen (for example, to show the contents of a file.)

on-screen field

This font indicates field labels, on-screen menu buttons, and action

buttons.

A term that appears within angled brackets denotes a terminal

keyboard key, a telephone keypad button, or a system mouse

button.

Book Reference

This font indicates the names of other publications referenced

within the document.

cross-reference

A cross-reference appears on the screen in blue. Click the cross-

reference to access the referenced location. A cross-reference that

refers to a section name accesses the first page of that section.

The Note icon identifies notes, important facts, and other keys to

understanding.

The Caution icon identifies procedures or events that require

special attention. The icon indicates a warning that serious

problems may arise if the stated instructions are not followed

implicitly.

PeriProducer for the BCM Platform

Page 12 Nortel Confidential # N0059775 Ver: 1.0

Solaris and Windows Conventions

This manual depicts examples (command line syntax, configuration files, and screen

shots) in Solaris format. Windows-specific commands, procedures, or screen shots are

shown when required. The following table lists general operating system conventions

used with either the Solaris or Windows operating system.

The flying Window icon identifies procedures or events that apply

to the Windows operating system only.

(1)

The Solaris icon identifies procedures or events that apply to the

Solaris operating system only.

(2)

(1): Windows and the flying Window logo are either trademarks or registered

trademarks of Microsoft Corporation.

(2): Solaris® is a registered trademark of The Open Group in the U.S. and other

countries.

Conventions Used in This Manual (Sheet 2 of 2)

Notation Description

Solaris Windows

Environment $PPROHOME %PPROHOME%

Paths $PPROHOME/bin %PPROHOME%\bin

Command <command> & start /b <command>

Preface

# N0059775 Ver: 1.0 Nortel Confidential Page 13

Two-Button (Windows) vs. Three-Button (Solaris) Mouse

Trademark Conventions

The following trademark information is presented here and applies throughout for

third party products discussed within this manual. Trademarking information is not

repeated hereafter.

Solaris

and Motif

are registered trademarks of The Open Group in the U.S. and

other countries.

Solaris, SunOS, OpenWindows, SPARC, and UltraSPARC are trademarks or

registered trademarks of Sun Microsystems, Inc. in the United States and other

countries.

Microsoft, MSSQL, Windows, Internet Explorer, and the Flying Windows logo are

either trademarks or registered trademarks of Microsoft Corporation.

Oracle

is a registered trademark of Oracle Corporation.

Sybase

™

and SYBASE

™

are trademarks of Sybase, Inc. or its subsidiaries.

Informix

and INFORMIX

are registered trademarks of Informix Corporation or its

affiliates.

<SELECT> Left button

<ADJUST> Left and Right

together

<MENU> Right button

<SELECT> Left button

<ADJUST> Middle button

<MENU> Right button

PeriProducer for the BCM Platform

Page 14 Nortel Confidential # N0059775 Ver: 1.0

This chapter covers:

Introduction to the

BCM - IVR

Integration

1. The BCM - IVR integration

2. What functionality does the

IVR integration add to the

BCM?

3. Accessing complete

documentation for BCM

PeriProducer for the BCM Platform

Page 16 Nortel Confidential # N0059775 Ver: 1.0

The Business Communications Manager (BCM) - Interactive Voice Response

(IVR) Integration

Business Communication Manager 4.0 (BCM) is a fully-integrated communication

system for small businesses, government and retail networks, and enterprise branch

offices.

Interactive Voice Response is a telecommunications system that uses a prerecorded

database of voice messages to present options to a user, typically over telephone lines.

Users can input information using the keys on their touchtone phones.

The BCM 4.0 release leverages IVR functionality by integrating existing Nortel

Media Processing Server (MPS) Series IVR solution with BCM hardware.

What functionality does IVR integration add to the BCM?

The BCM 4.0 offers interactive voice response capabilities through Interactive Voice

Response 2.1 (IVR 2.1). IVR 2.1 is a suite of products that lets businesses create

applications callers can use to access information by responding to a series of prompts

through their touchtone phones.

The IVR applications are developed for the specific customer’s needs and in many

cases are integrated with databases to enable real-time queries and updates. Some

examples of IVR applications are:

• A pharmacy’s application that lets customers access their accounts,

receive real-time status on their prescription refills, and request

prescription refills.

• A bus station’s IVR application that lets customers book seats on a trip or

review projected departure times.

• A bookstore’s application that lets customers hear store hours, purchase

books, and check the delivery of an existing order.

The collection of hardware and software on which the IVR applications are created

and administered on BCMs is collectively referred to as the BCM-IVR 2.1 system.

For information on variations in PeriView, PeriReporter, and COMMGR functionality

for the BCM - IVR integration, see the BCM - IVR Integration Supplement manual.

Introduction to the BCM - IVR Integration

# N0059775 Ver: 1.0 Nortel Confidential Page 17

Accessing complete documentation for BCM

For further information on all these products, download current technical

documentation from Helmsman Express, the Nortel online documentation resource.

To access documentation:

1. Go to www.nortel.com

2. Highlight the Support & Training dropdown list on the upper half of

the browser window.

3. Click Technical Documentation.

4. Under the heading Other Resources at the bottom right of the browser,

click the Helmsman Express link.

5. If you are a registered user of Helmsman, log on. If you are not already a

registered user of Helmsman, register now by following the instructions

online.

6. In the list of Products, click the Business Communications

Manager and Norstar link, then choose the Business

Communications Manager 4.0 link.

Documentation Issues

Issue

Documentation currently refers to hardware as the MPS Series.

Wherever the documentation uses MPS Series, assume that this refers to the BCM,

unless otherwise noted.

PeriProducer for the BCM Platform

Page 18 Nortel Confidential # N0059775 Ver: 1.0

This chapter covers:

BCM and the

Voice File

System (VFS)

1. Elements of the Voice File

System (VFS)

2. Convert MMF files to VFS

phrase files

3. Convert VFS phrase files to

MMF files

PeriProducer for the BCM Platform

Page 20 Nortel Confidential # N0059775 Ver: 1.0

The BCM Voice File System (VFS)

Business Communication Manager (BCM) stores application voice prompts and caller

message recordings in the Voice File System (VFS). Elements of the Voice File

System are:

Cabinets. A cabinet acts as a directory. It

contains any number of voice files. All

prerecorded voice prompts are stored in a

cabinet called IVR. All caller message

recordings (CMRs) are stored in a cabinet

called IVR_CMR.

Phrase files. A phrase file contains any

number of phrases. For each multimedia

format (MMF) file, a file is created in the

IVR cabinet.

Phrases. A phrase (.ph) is a prerecorded

element that is spoken to the caller.

PhraseNumbers identify a phrase within a

file. Phrases correspond to .mmi files in

an MMF file.

Segment files. Segment files (.seg)

contain raw audio data and are used for

caller message recordings (CMRs).

AcctBalPhrase

EnterYourAcctNum.mmd

YouEnteredAcctNum.mmd

IVR Cabinet

AcctBalPhrase

5 6

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Avaya PeriProducer for the BCM Platform User manual

Brand: Avaya

Model: PeriProducer for the BCM Platform

Category: IP phones

Type: User manual

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