Avaya BCM 200/400/450 - BCM-IVR Integration Supplement User manual

Brand: Avaya

Model: BCM 200/400/450 - BCM-IVR Integration Supplement

Type: User manual

BCM 200/400/450

BCM-IVR Integration

Supplement

NN40070-304

Document status: Standard

Document version: 02.01

Document date: 3 April 2009

Sourced in Canada

Nortel, the Nortel logo, and the Globemark are all trademarks of Nortel Networks.

Important Notice

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

identiﬁed herein without notice.

Note: 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

an ofﬁcer of Nortel.

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

Revision History

April 2009

Standard 2.1 This version contains updates for BCM 450 and removes the

chapter on backing up folders in BCM.

March 2007

Standard 1.2

February 2007

Standard 1.1. This version contains a new chapter on backing up folders

in BCM.

July 2006

Standard 1.0.

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4 Revision History

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Contents

Preface 7

Scope 7

Intended Audience 7

How to Get Help 7

Finding the latest updates on the Nortel Web site 7

Getting Help from the Nortel Web site 8

Getting Help over the phone from a Nortel Solutions Center 8

Getting Help from a specialist by using an Express Routing Code 8

Getting Help through a Nortel distributor or reseller 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 1 Introduction to the BCM-IVR Integration 13

The Business Communications Manager (BCM) - Interactive Voice Reponse (IVR)

Integration 13

What functionality does the IVR integration add to the BCM? 13

Accessing complete documentation for BCM 14

Documentation issues 14

Chapter 2 COMMGR for the BCM Platform 17

Documentation issues and workarounds 17

Installation issues and workarounds 18

Functionality issues and workarounds 18

Chapter 3 PeriView for the BCM Platform 21

Documentation issues and workarounds 21

Functionality issues and workarounds 22

Additional alarms for the BCM platform 23

Issuing commands to the BCM 24

Chapter 4 PeriReporter for the BCM Platform 27

Conﬁguring windows workstations to retrieve statistics 27

Conﬁguring the collection stations 27

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6 Contents

Changing the monitored BCM nodes 29

Documentation issues and workarounds 29

Functionality issues and workarounds 30

Phone Line Statistics reports variances for the BCM platform 31

Index 32

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Preface

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 has integrated

existing IVR software to run on the BCM platform.

The BCM-IVR Integration manual explains variances in COMMGR,

PeriView, and PeriReporter software functionality when it is integrated with

BCM. It is not meant to replace their individual user guides; it is meant only

to be used as a supplement to them.

For further information on BCM, see "Accessing complete documentation

for BCM" (page 14).

Intended Audience

This guide assumes that the user has completed 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 BCM that are due to speciﬁc application

functions performed by the BCM and with any other equipment to which the

BCM may be connected. Basic knowledge of your operating system(s)

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:

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8 Preface

MPS 500

Takes you directly to the Nortel page for MPS 500 documentation

at w

ww130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat

=DOCUMENTATION&resetFilter=1&tranProduct=12605

MPS 1000

Takes you directly to the Nortel page for MPS 1000 documentati

on at w

ww130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cs

cat=DOCUMENTATION&resetFilter=1&tranProduct=11721

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:

ww.nortel.com/support

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

tools to address issues with Nortel products.

•

download software, documentation, and product bulletins

•

search the Technical Support web site and the Nortel Knowledge

Base for answers to technical issues

•

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:

ww.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:

ww.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.

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Organization of This Manual 9

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.

Familiarize yourself with various specialized textual references within the

manual see "Conventions Used in This Manual" (page 10).

Note: 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 BCM and what functionality the IVR integration brings to

BCM. Explains how to access documentation on Helmsman.

Chapter 2 — COMMGR for the BCM Platform

Discusses documentation, installation, and functionality variances in

COMMGR for the BCM platform.

Chapter 3 — PeriView for the BCM Platform

Discusses documentation and functionality variances in PeriView for the

BCM platform. Explains alarms that have been added for the BCM, and how

to issue commands.

Chapter 4 — PeriReporter for the BCM Platform

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10 Preface

Discusses documentation, functionality, and Phone Line Statistics reports

variances in PeriReporter for the BCM platform.

Chapter 5— Folders on the BCM Platform

Discusses folders included in the process of backing up IVR Data and IVR

Conﬁguration information through the Element Manager.

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between

document elements and types of infor mation. These conventions are

summarized in the following table.

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.

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.

Windows and the flying Window logo are either trademarks or registered

trademarks of Microsoft Corporation.

Solaris

is a registered trademark of The Open Group in the U.S. and

other countries.

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Solaris and Windows Conventions 11

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.

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.

The flying Window icon identifies procedures or events that

apply to the Windows operating system only.

The Solaris icon identifies procedures or events that apply

to the Solaris operating system only.

Windows and the flying Window logo are either trademarks or registered

trademarks of Microsoft Corporation.

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>

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12 Preface

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 theFlying 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.

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Chapter 1

Introduction to the BCM-IVR Integration

his chapter covers:

The BCM-IVR Integration

What functionality does the IVR integration add to the BCM?

Accessing complete documentation for BCM

The Business Communications Manager (BCM) - Interactive Voice

Reponse (IVR) Integration

Business Communication Manager (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 following terms describe the relationship of the BCM product with the

integration of the IVR platform.

•

BCM: hardware platform running Nortel Carrier Grade Linux.

•

BCM-IVR 2.1: MPS runtime environment on the BCM hardware

platform.

•

BCM-IVR: MPS 2.1 software tools (PeriView, PeriProducer,

PeriReporter) that work with the BCM.

What functionality does the IVR integration add to the BCM?

The IVR solution is a suite of products that allows businesses to create

applications that callers 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:

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14 Chapter 1 Introduction to the BCM-IVR Integration

•

A credit card company’s application that lets customers access their

accounts, receive real-time account balances, and transfer funds

between accounts.

•

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 deliver y of an existing order.

IVR administration is handled using PeriView (see Chapter 3) and

PeriReporter (see Chapter 4). Applications are created using PeriProducer.

Host communications are managed using COMMGR (see Chapter 2).

Variances in functionality between the MPS and the BCM-IVR integration

are detailed throughout this document.

Note: For infor mation on PeriProducer’s variations in functionality

for the BCM-IVR integration, see the PeriProducer for the BCM-IVR

Platform manual.

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 w

ww.nortel.com.

2. Position your cursor over Support & Training and click on the

Technical Documentation link.

3. Click the Helmsman Express linkon the lower right side of the page.

4. If you are a registered user of Helmsman, log on. If not, register by

following the instructions online.

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

Manager and Norstar link, then choose the Business

Communications Manager link.

Documentation issues

Issue

Documentation currently refers to hardware as the MPS.

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

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Accessing complete documentation for BCM 15

Issue

BCM is considered an MPS component.

Wherever there are references to an MPS component, assume that this refers

to a BCM component.

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16 Chapter 1 Introduction to the BCM-IVR Integration

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Chapter 2

COMMGR for the BCM Platform

his chapter covers:

1. Documentation issues and workarounds

2. Installation issues and workarounds

3. Functionality issues and workarounds

Documentation issues and workarounds

Issue

Documentation currently refers to hardware as the MPS.

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

Issue

BCM is considered an MPS component.

Wherever there are references to an MPS component, assume that this refers

to a BCM component.

Issue

Not all documentation can be found on the BCM.

PDF versions of documentation are located on Helmsman, on the Nortel website,

ww.nortel.com. To learn how to access documentation on Helmsman, see

"Accessing complete documentation for BCM" (page 14).

Issue

PeriDoc is not available for the BCM.

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18 Chapter 2 COMMGR for the BCM Platform

Use the PDF versions of documentation found on Helmsman, on the Nortel

website, w

ww.nortel.com. To learn how to access documentation on Helmsman,

see "Accessing complete documentation for BCM" (page 14).

Installation issues and workarounds

Issue

You need to obtain a license (keycode) and add it to the BCM to use

COMMGR.

If you are installing a new BCM-IVR system, see the IVR Installation and

Configuration Guide to learn how to obtain a keycode from the KRS (Keycode

Retrieval System).

1. Launch Element Manager.

2. In the Task Navigation panel, select the Conﬁguration tab.

3. Expand the Applications folder and click IVR.

4. Enter the node number for the IVR.

5. Click Load Keycode File and load the keycode received from the

Level 2 Nortel Technical Support Prime.

After the keycode has installed, the IVR service restarts automatically.

Functionality issues and workarounds

Issue

Only the TN3270 and ATTE host protocols are supported on the BCM. No

other protocols are currently supported.

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Functionality issues and workarounds 19

Use only TN3270 or ATTE host protocols. You can also use VCTPD as an

interface to TCP/IP hosts. See the IVR Installation and Configuration Guide if you

are installing a BCM-IVR system for the first time.

Issue

COMMGR is not supported on the Solaris and Windows platforms for BCM.

COMMGR is supported on the Linux node for the BCM.

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20 Chapter 2 COMMGR for the BCM Platform

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Avaya BCM 200/400/450 - BCM-IVR Integration Supplement User manual

Avaya BCM 200/400/450 - BCM-IVR Integration Supplement User manual

Avaya BCM 200/400/450 - BCM-IVR Integration Supplement User manual

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