Avaya IVR - Business Communications Manager Upgrade Guide

Brand: Avaya

Model: IVR - Business Communications Manager

Category: Software

Type: Upgrade Guide

Avaya Business Communications

Manager—IVR Upgrade Guide

4.0

NN40070-400, 02.02

September 2010

2010 Avaya Inc.

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support

2 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Contents

Chapter 1: Preface.....................................................................................................................7

Scope................................................................................................................................................................7

Intended Audience............................................................................................................................................7

Customer Service..............................................................................................................................................7

Navigation.........................................................................................................................................................8

Getting technical documentation.......................................................................................................................8

Getting product training.....................................................................................................................................8

Getting help from a distributor or reseller..........................................................................................................8

Getting technical support from the Avaya Web site..........................................................................................8

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

Organization of This Manual.............................................................................................................................9

Conventions Used in This Manual..................................................................................................................10

Solaris and Windows Conventions..................................................................................................................11

Two-Button (Windows) vs. Three-Button (Solaris) Mouse..............................................................................12

Trademark Conventions..................................................................................................................................12

Chapter 2: New in this release...............................................................................................13

Features..........................................................................................................................................................13

Revision history...............................................................................................................................................13

Other changes.................................................................................................................................................13

Chapter 3: Avaya BCM - IVR 2.1 Upgrade Overview............................................................15

The Avaya BCM-IVR 2.1 Upgrade..................................................................................................................15

New or Updated Features of Avaya BCM-IVR 2.1..........................................................................................16

Avaya BCM-IVR 1.X Configuration.................................................................................................................16

Avaya BCM-IVR 2.1 Configuration..................................................................................................................17

Prerequisites for the Avaya BCM-IVR 2.1 Upgrade........................................................................................19

Application Developer.....................................................................................................................................19

System Administrator......................................................................................................................................19

Transition Issues.............................................................................................................................................20

Transition Issues for the Application Developer..............................................................................................20

Database Access Modes................................................................................................................................20

New PeriProducer 3.00 Blocks.......................................................................................................................21

Blocking/Non-blocking Execution....................................................................................................................21

Call Progress Detection..................................................................................................................................21

PeriProducer 3.00 Block Changes..................................................................................................................22

Connection IDs (Caller I/O blocks)..................................................................................................................22

Accessory Toolkit Blocks.................................................................................................................................22

Answer Block..................................................................................................................................................22

Disconnect Block.............................................................................................................................................23

System Block..................................................................................................................................................23

Send Host Block..............................................................................................................................................23

Receive Host Block.........................................................................................................................................24

Send Fax Block...............................................................................................................................................24

Receive Fax Block..........................................................................................................................................25

Originate Block................................................................................................................................................25

Record Block...................................................................................................................................................25

Resource Block...............................................................................................................................................25

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 3

Discontinued Features and Functions.............................................................................................................26

Fax Composition.............................................................................................................................................26

Hardware Properties Window.........................................................................................................................26

Unsupported Resources.................................................................................................................................26

Obsolete Functions.........................................................................................................................................27

Other PeriProducer Changes..........................................................................................................................27

Enhanced Condition Data...............................................................................................................................27

Environment Options.......................................................................................................................................27

Conditions.......................................................................................................................................................30

Miscellaneous.................................................................................................................................................39

Transition Issues for the System Administrator...............................................................................................40

Documentation Issues.....................................................................................................................................40

Issue................................................................................................................................................................40

Chapter 4: Administrator on the Windows Workstation......................................................41

Windows Workstation Operating System Upgrade.........................................................................................41

Avaya BCM-IVR 1.X Uninstall Procedures......................................................................................................42

Uninstall Procedures with MPS 2.1 Software and Document CD...................................................................42

Avaya BCM-IVR 2.1 Installation Procedures...................................................................................................46

Installing PeriProducer 3.00 and PeriStudio 2.20...........................................................................................46

Avaya BCM-IVR 2.1 Toolkit Installation...........................................................................................................51

Introduction.....................................................................................................................................................51

Installing the Avaya BCM-IVR Toolkit..............................................................................................................53

License Service Installation.............................................................................................................................53

PeriView 2.1 and PeriView 2.1 Consolidator Installation.................................................................................56

Overview.........................................................................................................................................................56

Installing Avaya BCM-IVR 2.1 PeriView Consolidator.....................................................................................57

Launching Applications in PeriView................................................................................................................63

Loading Application .vex files..........................................................................................................................63

Loading User Defined Call Function Files.......................................................................................................66

Assigning and Starting Applications................................................................................................................67

Chapter 5: Administrator on the Avaya BCM 4.0 Platform..................................................73

Numbering components using Business Element Manager...........................................................................73

Enabling Host Communications with Business Element Manager..................................................................74

Retrieving existing Host Communications License File..................................................................................75

Getting and Applying the License File.............................................................................................................77

Application Resources....................................................................................................................................79

Chapter 6: Developer Upgrade on Windows Workstation...................................................81

Porting PeriProducer 2.30 Applications to PeriProducer 3.00........................................................................81

Application Porting Considerations.................................................................................................................81

Converting Standard PeriProducer 2.30 Applications to PeriProducer 3.00...................................................82

Load into PeriProducer 3.00...........................................................................................................................82

Using the PeriProducer Command Line to Port Applications..........................................................................82

Porting Events.................................................................................................................................................83

Conversion Logs.............................................................................................................................................83

Known Conversion Issues...............................................................................................................................84

Set Resource Label in 2.30.............................................................................................................................84

Unsupported 2.30 Resources.........................................................................................................................84

Resource Block Conversions..........................................................................................................................85

Flushing the Speak Prompt Buffer..................................................................................................................85

4 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

System Transfer Connection ID Datacard.......................................................................................................85

Assign and Start PeriProducer 3.00 Applications...........................................................................................85

Chapter 7: Developer Upgrade on Fedora Workstation.......................................................87

Overview.........................................................................................................................................................87

Installing Fedora..............................................................................................................................................88

Installing IVR Plugin Development Environment.............................................................................................88

Building C/C++ Call Functions Libraries.........................................................................................................88

makecall_tux Tool............................................................................................................................................89

Chapter 8: Database Access Configuration..........................................................................91

Overview.........................................................................................................................................................91

VMST 3 on the Avaya BCM Node...................................................................................................................92

Install Patches on the Windows Node.............................................................................................................92

Configuring periq on the Windows Node.........................................................................................................92

Configuring sqlclnt on Windows Node............................................................................................................93

Index.........................................................................................................................................95

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 5

6 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Chapter 1: Preface

Scope

Avaya Business Communications Manager (Avaya BCM) with Interactive Voice Response

(IVR) capabilities is a communications platform that delivers multimedia voice processing,

business telephony applications, and data networking services.

The Avaya BCM-IVR 2.1 Upgrade manual explains how to upgrade an Avaya BCM-IVR 1.X

system to an Avaya BCM-IVR 2.1 system. It further explains how to port existing applications to

run on the upgraded Avaya BCM-IVR 2.1. This manual is not intended to replace individual

software manuals. It is meant only to be used as a supplement to them.

Intended Audience

This manual is intended for both IVR Application Developers and Avaya BCM-IVR System

Administrators. This manual assumes that the reader is familiar with:

• Avaya BCM application development;

• site-specific operating procedures relating to the Avaya BCM;

• specific application functions performed by the Avaya BCM; and

• other equipment to which the Avaya BCM may be connected.

Basic knowledge of your operating system software is also assumed.

Customer Service

Visit the Avaya Web site to access the complete range of services and support that Avaya

provides. Go to http://www.avaya.com or go to one of the pages listed in the following sections.

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 7

Navigation

•

Getting technical documentation on page 8

•

Getting product training on page 8

• Getting help from a distributor or reseller on page 8

• Getting technical support from the Avaya Web site on page 8

Getting technical documentation

To download and print selected technical publications and release notes directly from the

Internet, go to http://www.avaya.com/support.

Getting product training

Ongoing product training is available. For more information or to register, you can access the

Web site at http://www.avaya.com/support. From this Web site, you can locate the Training

contacts link on the left-hand navigation pane.

Getting help from a distributor or reseller

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

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

Getting technical support from the Avaya Web site

The easiest and most effective way to get technical support for Avaya products is from the

Avaya Technical Support Web site at http://www.avaya.com/support.

Preface

8 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

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 Avaya Media Processing Server (Avaya MPS). Refer to the Glossary of

Avaya Media Processing Server Series Terminology for definitions of Avaya 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.

Familiarize yourself with various specialized textual references within the manual, see

Conventions Used in This Manual on page 10.

Note:

Periphonics is now part of . 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 according to the needs and requirements of two distinct Avaya BCM-

IVR users: System Administrators and Application Developers.

Chapter 1 — Introduction to the Avaya BCM - IVR Upgrade

Overviews the upgraded Avaya Business Communication Manager (Avaya BCM) with

Interactive Voice Response capabilities. Explains how to access documentation on Helmsman.

Chapter 2 — Administrator Upgrade on Windows Workstation

Discusses prerequisites and steps necessary to upgrade the Avaya BCM-IVR PeriView

Consolidator workstation.

Chapter 3 — Administrator Upgrade on Avaya BCM 4.0 Platform

Discusses how to manage Avaya BCMs using Business Element Manager. Explains how to

add Avaya BCMs to the Business Element Manager administration list.

How to Use This Manual

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 9

Chapter 4 — Developer Upgrade on Windows Workstation

Discusses steps necessary to port PeriProducer 2.30 applications to PeriProducer 3.00, as

well as porting events and conversion issues.

Chapter 5 — Developer Upgrade on Fedora Workstation

Discusses steps necessary to configure the Fedora workstation to compile C/C++ code for

User Defined External Call Functions.

Chapter 6 — Database Access Configuration

Discusses how to configure the Windows workstation for external database access.

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.

Table 1: Conventions Used in This Manual

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.

<KEY NAME> 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.

Preface

10 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Notation Description

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.

Note: Notes identify 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.

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.

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.

Solaris Windows

Environment $PPROHOME %PPROHOME%

Paths $PPROHOME/bin %PPROHOME%\bin

Command <command> & start /b <command>

Solaris and Windows Conventions

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 11

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.

Preface

12 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Chapter 2: New in this release

The following sections detail what’s new in Avaya Business Communications Manager—IVR Upgrade

Guide for release 4.0.

Navigation

• Features on page 13

• Other changes on page 13

Features

There are no feature updates in this release.

Navigation

Revision history on page 13

Revision history

May 2007

Standard 01.01. Updates to Advanced Command window graphics.

July 2006

Standard 1.0. Avaya BCM-IVR 2.1 Upgrade Guide is issued for Release 2.1.

Other changes

There are no updates for this release.

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 13

New in this release

14 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Chapter 3: Avaya BCM - IVR 2.1 Upgrade

Overview

This chapter covers:

1. The Avaya BCM-IVR 2.1 Upgrade

2. New or updated features of Avaya BCM-IVR 2.1

3. Pre-requisites for the BMC-IVR 2.1 upgrade

4. Transition issues

5. Documentation issues

The Avaya BCM-IVR 2.1 Upgrade

Avaya Business Communications Manager (Avaya BCM) 4.0 is a fully integrated

communication system for small businesses, government networks, retail networks, and

enterprise branch offices.

The Avaya 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 allows businesses to 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 specific customer needs and in many cases are

integrated with databases to enable real-time queries and updates. Some examples of IVR

applications are:

Example

• 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 that creates and administers IVR applications on

Avaya BCMs is collectively referred to as the Avaya BCM-IVR 2.1 system.

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 15

New or Updated Features of Avaya BCM-IVR 2.1

In previous Avaya BCM-IVR systems (such as the Avaya BCM-IVR 1.X system), both the

Avaya BCM 3.X and the IVR 1.X operated on an Embedded Windows NT platform. The IVR

1.X development and administration tools (PeriProducer 2.X, PeriStudio 1.X, PeriReporter,

and PeriView) ran on a Windows NT/2000 platform.

The Avaya BCM-IVR 2.1 system requires both the Carrier Grade Linux (NCGL) platform and

the Windows 2000 platform. The Avaya BCM 4.0 operates on the NCGL platform. The Avaya

BCM 4.0 runs IVR applications developed and administered with the latest releases of IVR

development and administration tools: PeriProducer 3.00, PeriStudio 2.20, PeriView 2.1, and

PeriReporter 1.21. These IVR development and administration tools run on the Windows 2000

platform.

In the Avaya BCM-IVR 2.1 system, Avaya BCMs are managed with Business Element

Manager, not Unified Manager (for more information about Business Element Manager, see

Avaya BCM 4.0 Networking Configuration Guide).

In the Avaya BCM-IVR 2.1 system, PeriView and PeriView Consolidator reside on a Windows

2000 workstation, and Avaya BCM 4.0 resides on an NCGL workstation. The Avaya BCMs

IVR capabilities are managed from any user PC by pointing the user PC web browser to the

PeriView/PeriView Consolidator workstation. A third workstation with Fedora Core 3 is required

if IVR applications use C/C++ external call functions.

As such, the configuration of the new Avaya BCM-IVR 2.1 system differs from that of the Avaya

BCM-IVR 1.X system.

Avaya BCM-IVR 1.X Configuration

The following figure shows a graphical representation of a typical Avaya BCM-IVR 1.X

configuration.

Avaya BCM - IVR 2.1 Upgrade Overview

16 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Avaya BCM-IVR 2.1 Configuration

The following figure shows a typical Avaya BCM-IVR 2.1 system configuration.

Avaya BCM-IVR 2.1 Configuration

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 17

Avaya BCM - IVR 2.1 Upgrade Overview

18 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

Prerequisites for the Avaya BCM-IVR 2.1 Upgrade

Application Developer

Application Developers create applications that run on the Avaya BCM-IVR system. Application

Developers must upgrade their developer workstation and install Fedora Core 3 to upgrade

any external C/C++ Call Functions in existing applications.

Developer Upgrade on Windows

Workstation on page 81Chapters 4 and 5 are intended for Application Developers.

An Application Developer must obtain the following CDs to upgrade the Avaya BCM-IVR

system:

• MPS 2.1 Software, Documentation and Update CD—MPS 2.1 Patch Bundle 9,

PeriProducer 3.00, PeriStudio 2.20, PeriView 2.1 and PeriReporter 1.21 and supporting

documentation

• Avaya BCM-IVR Toolkit CD—contains Avaya BCM Toolkit for PeriProducer 3.00, NCGL

Development Environment, userdb.xml.BCM, Avaya BCM-IVR Integration Supplement,

PeriProducer for the Avaya BCM Guide, Avaya BCM-IVR 2.1 Upgrade Guide,

ReadMe_1st.

An Application Developer must have a Windows 2000 operating system.

If the IVR applications use C/C++ call functions, an Application Developer must also have a

PC with Fedora installed. See

Developer Upgrade on Windows Workstation on page 81 and

Developer Upgrade on Fedora Workstation on page 87 for more information.

System Administrator

System Administrators monitor and maintain the Avaya BCM-IVR system. System

Administrators must uninstall existing PERI packages, install BMC/IVR 2.1 PERI packages,

and install PeriView Consolidator. System Administrators are also responsible for managing

the Avaya BCMs using Business Element Manager. See

Administrator on the Windows

Workstation on page 41 and Administrator on the Avaya BCM 4.0 Platform on page 73 for

more information.

Prerequisites for the Avaya BCM-IVR 2.1 Upgrade

Avaya Business Communications Manager—IVR Upgrade Guide September 2010 19

A System Administrator must obtain the following CDs in order to upgrade the Avaya BCM-

IVR system:

• MPS 2.1 Software, Documentation and Update CD—MPS 2.1 Patch Bundle 9,

PeriProducer 3.00, PeriStudio 2.20, PeriView 2.1 and PeriReporter 1.21 and supporting

documentation

• Avaya BCM-IVR Toolkit CD—contains Avaya BCM Toolkit for PeriProducer 3.00, NCGL

Development Environment, userdb.xml.BCM, Avaya BCM-IVR Integration Supplement,

PeriProducer for the Avaya BCM Guide, Avaya BCM-IVR 2.1 Upgrade Guide,

ReadMe_1st.

A System Administrator must have a Windows 2000 operating system.

Note:

Before proceeding with this upgrade, the System Administrator must obtain ported IVR

applications from the Application Developer. See Porting PeriProducer 2.30 Applications to

PeriProducer 3.00 on page 81.

Transition Issues

Transition Issues for the Application Developer

In upgrading from Avaya BCM-IVR 1.X to Avaya BCM-IVR 2.1, Application Developers may

encounter transition issues due to new or obsolete PeriProducer features.

Database Access Modes

Avaya BCM-IVR 2.1 supports VTCPD and Host database access.

BMC/IVR 2.1 no longer supports native mode or Open Database Connectivity access (ODBC).

Existing applications configured for native mode or ODBC access must be reconfigured.

For more information about configuring your Avaya BCM-IVR 2.1 system for database access.

See

Database Access Configuration on page 91.

Avaya BCM - IVR 2.1 Upgrade Overview

20 Avaya Business Communications Manager—IVR Upgrade Guide September 2010

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Avaya IVR - Business Communications Manager Upgrade Guide

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Model: IVR - Business Communications Manager

Category: Software

Type: Upgrade Guide

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