Avaya Aura™ Contact Center CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use. NN44400-604 Document status: Standard Document issue: Version 4.0 Document date: 16 July 2010 Product release: Release 6.
Copyright © 2004-7 by SER Solutions, Inc. ("SER"). All rights reserved. This information includes confidential and trade secret information of SER Solutions and may not be distributed or disclosed without the prior written consent of SER Solutions. All information in this document is subject to change without notice and does not represent a commitment on the part of SER Solutions.
Table of Contents Table of Contents Chapter 1 Overview ........................................................................... 1-1 Introduction to This Guide ............................................................................ 1-2 Document Conventions................................................................................ 1-3 Introduction to the CPSEE_TSP500 ............................................................ 1-4 CPS_TSP500 System and Upgrades .................................
Table of Contents Quit...............................................................................................................3-3 Activating the CPSEE_TSP500....................................................................3-3 Admin Terminal ............................................................................................3-4 The TSP Configuration Menu....................................................................... 3-5 Accessing the Dialing Rules..................................
Table of Contents Unrestricted Manual Dial - Feature ............................................................4-23 Digital Station Dials - Enhancement ..........................................................4-23 Redials of Incompletes - Feature ...............................................................4-23 Answering Machine Enhancements........................................................... 4-25 Detecting Beeps on Answering Machines - Feature ..................................
Table of Contents PARK..........................................................................................................5-16 PLAY ..........................................................................................................5-16 POISSON ..................................................................................................5-16 PREP..........................................................................................................5-18 QCHECK (qc).........................
Table of Contents trunks.cnf ..................................................................................................... 6-3 tsp.cnf (Dialing Rules) .................................................................................. 6-4 Building Dialing Rules Tutorial ..................................................................... 6-5 Key Words of Dialing Rules..........................................................................6-5 Chapter 7 The TSP Configuration Tool..................
Table of Contents TSP Control.................................................................................................. 8-7 Notes ............................................................................................................8-7 Events .......................................................................................................... 8-9 TspRelay .................................................................................................... 8-12 Supported Key Words .......
Chapter 1 Overview This chapter provides an overview of this document, document conventions, and CPSEE_TSP500. It contains the following sections: • • • • • • • Introduction to This Guide Document Conventions Introduction to the CPSEE_TSP500 CPS_TSP500 System and Upgrades System Capacity The CPS_TSP500 Telephony Cards TSP System Connections CPSEE_TSP500 User Guide Version 4.0 Page 1-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 1 Overview Introduction to This Guide The CPSEE_TSP500™ User Guide is intended for use by SER Solutions support personnel and administrators. It describes the various menu options, and how to navigate through the menus. It also includes terminal commands and configuration information. Page 1-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 1 Overview Document Conventions This guide uses the following conventions. Any screen fields, buttons, tabs, or other controls that you can manipulate are printed in bold type. Keys that you press on the keyboard are also printed in bold type. For example: Press the Exit button. Press the Enter key. Keyboard keys that you must press simultaneously are printed in bold type and separated by a hyphen (-). For example: Press Ctrl - C.
Chapter 1 Overview Introduction to the CPSEE_TSP500 The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations The TSP 500 can support multiple inbound and outbound campaigns up to ninety-six in total, depending on the adjunct, the actual usable number may be less.
Chapter 1 Overview CPS_TSP500 System and Upgrades CPS_TSP500 consists of three major components including the CPS_TSP500 Application software, NMS drivers and the TSP500 Configuration Tool. This version operates on Red Hat Enterprise Linux Version 3 only. TSP500 Systems being upgraded from version CPS_TSP500.02 or earlier will require a pre-loaded processor card which includes Red Hat Enterprise Linux Version 3, NMS NA2004-1, and CPS_TSP500.03.000 or later.
Chapter 1 Overview System Capacity The CPS_TSP500 System uses telephony cards, supplied by NMS (Natural Micro Systems), for domestic and international configurations. There are several factors involved in determining a system’s capacity. Slots There are up to six cPCI slots available for configuring the CPS_TSP500 System. Type of Cards Different combinations of telephony cards determine the TSP System’s capacity.
Chapter 1 Overview The CPS_TSP500 Telephony Cards Standard telephony cards for the CPS_TSP500 include three models. Table 1-2: TSP500 Telephony Cards Model Name Description CG 6500C-0L/8TE: 8 Trunk T1/E1 card, 32 DSP Cores. CG 6500C/64-0L/8TE: 8Trunk T1/E1 card, 64 DSP Cores. CG 6500C/64-0L/16TE: 16 Trunk T1/E1 card, 64 DSP Cores.
Chapter 1 Overview TSP System Connections Monitor and Keyboard Connections Connect a standard 102 key PC keyboard to the connector on the rear of the CPU Card. Connect a standard VGA monitor to the 15-pin D style connector on the rear of the CPU Card. Agent Telephone Connections There are various methods to connect agent phones to the TSP. The CPS_TSP500 does not have an integrated analog interface. All agent connections are made using a T1/E1 interface.
Chapter 2 TSP User Procedures This section includes the following: • • • • • Shutting Down The CPSEE_TSP500 Rebooting the CPSEE_TSP500 Starting and Stopping The CPSEE_TSP500 Auto Booting the TSP Setting the Time/Date on the TSP CPSEE_TSP500 User Guide Version 4.0 Page 2-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 2 TSP User Procedures Shutting Down The CPSEE_TSP500 To shutdown and Power Off the TSP do the following: 1. Log into “tspshutdown” (password is “tspshutdown”) 2. Answer “y” to the question to Shutdown. This will cause the Processor Board in the TSP to shutdown. 3. When the screen goes blank, you can power down the TSP. Page 2-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 2 TSP User Procedures Rebooting the CPSEE_TSP500 To instruct the CPSEE_TSP500 to reboot and restart Linux do the following: 1. Login to “tspreboot” ( password is “tspreboot”) 2. Answer “y” to the questions to reboot. If configured for “Auto Start”, the CPSEE_TSP500 application should automatically start when powered-up or rebooted. The following will explain how to start and stop the TSP manually without rebooting: CPSEE_TSP500 User Guide Version 4.
Chapter 2 TSP User Procedures Starting and Stopping The CPSEE_TSP500 Starting The TSP From The menu From the TSP User Interface, 1. Select “Admin_Terminal” 2. If TSP was just started – give it time to initialize before using the TSP. (around 1 minute) To Exit the Admin_Terminal From the TSP500 Admin terminal, Type quit. To Stop the CPSEE_TSP500 From the TSP500 Admin terminal 1. Select the “AdminTerminal” 2. Type “stoptsp” 3. Answer “yes” to the question: “Are you sure you want to shutdown the T. S. P.
Chapter 2 TSP User Procedures Auto Booting the TSP The TSP can be started using the pick and choose menu system of the TSP. However, it may be more useful to have the TSP auto start when LINUX is restarted, and automatically shutdown when LINUX is shutdown. The following will explain how to configure the TSP for auto startup and shutdown. Activating Auto Booting 1. 2. 3. 4. Login into root. Enter cd /etc/rc.d/rc3.d Enter ln –s ../init.d/cpstsp S99xtsp Enter ln –s ../init.
Chapter 2 TSP User Procedures Setting the Time/Date on the TSP Using “date” to set the time while the TSP is running is dangerous. It could ruin system files and interfere with the dialing algorithms. The best way to set the time and date is: 1. Stop the TSP application (“stoptsp” using the Admin Terminal). 2. Use timeconfig to select the time zone. Also select the GMT flag. 3. Use hwclock to set the local time of the TSP in the hardware clock.
Chapter 3 Starting/Configuring TSP500 This section includes the following: • • • Logging Into TSP The Main Menu The TSP Configuration Menu CPSEE_TSP500 User Guide Version 4.0 Page 3-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 Logging Into TSP The TSP application is protected by a login and password. You can access the application by either performing a Telnet to the session or by access a console. To login to TSP, enter the following: Login: cpstsp Password: cpstsp Press Enter. The CPSEE - TSP copyright and Main Menu appears. Page 3-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 The Main Menu The Main Menu has the following options: • • • • • • Quit Activate_TSP Admin_Terminal Configuration Simulated_TSP Unix_Shell Figure 3-1. The Main Menu. Quit Note: Selecting the Zero (0) key will exit the TSP application and close the Linux Session. The state of the TSP is not effected. If it was running, it will still be running after you “Quit” the User Interface Activating the CPSEE_TSP500 To start the TSP, do the following: 1.
Chapter 3 Starting/Configuring TSP500 Admin Terminal Once the TSP is running, you can access the Admin Terminal (dumb terminal) by selecting the Admin_Terminal item in the menu. You can also access the Admin Terminal using the Linux login dumb1. The Admin_Terminal selection from the TSP menu system has options to control the TSP. The following are some key pieces of information regarding the Admin_Terminal: 1.
Chapter 3 Starting/Configuring TSP500 The TSP Configuration Menu The TSP Configuration Menu has selections for each TSP500 configuration file. Pressing Esc will bring you back to the Main menu. Figure 3-2. The Configuration Menu. Accessing the Dialing Rules See Also: “Key Words of Dialing Rules” on page 6-5 for a detail description of the fields in this file. Selecting Dialing Rules opens the dialing rules with the vi editor. The vi editor is a screen editor that operates in a command or data mode.
Chapter 3 Starting/Configuring TSP500 Table 3-1: Red Hat Linux VI Commands. Command Description q! or q Quit current edit session x Deletes character at the cursor dd Deletes current line p Paste of line in deleted line buffer Breaks out of a character mode edit command See Also: “Key Words of Dialing Rules” on page 6-5 for a detail description of the fields in this file. Figure 3-3. Dialing Rules File Item. Modifying the ISDN Configuration Figure 3-4.
Chapter 3 Starting/Configuring TSP500 . Table 3-2: ISDN Options. Option Description Edit: The Edit option will ask which span is being edited. Enter the span number to be changed or "ALL" to indicate the changes affect all spans. The next screen displays the configuration items available and the current definitions. If editing one span, the current definitions apply to only that span. If editing ALL spans, the definitions either apply to all spans or the default value is being displayed.
Chapter 3 Starting/Configuring TSP500 The ISDN Configuration has two different types of configuration variables: • • Static configurations that can changed but will not take effect to after a system reboot Dynamic configurations that can be modified and dynamically loaded. The ISDN configuration consists of fourteen screens of configurations. It must be stated that some of these configuration screens must never be changed without direct approval from SER Engineering.
Chapter 3 Starting/Configuring TSP500 Figure 3-8. ISDN Configuration: Transfer Mode. Figure 3-9. ISDN Configuration: Transfer Rate. Figure 3-10. ISDN Configuration: User Information Layer 1. default = 2 (T1) default = 3 (E1) CPSEE_TSP500 User Guide Version 4.0 Page 3-9 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 Figure 3-11. ISDN Configuration: Network Signaling Behavior. Figure 3-12. ISDN Configuration: Destination Number Plan. Figure 3-13. ISDN Configuration: Destination Number Type. Figure 3-14. ISDN Configuration: Destination Number Plan. Page 3-10 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 Figure 3-15. ISDN Configuration: Origination Number Type. Figure 3-16. ISDN Configuration: Origination Number Screen. Figure 3-17. ISDN Configuration: Origination Number Presentation. Figure 3-18. Configuration: Facility Feature Service. Note: This parameter must be configured to “service” 4ESS protocols. CPSEE_TSP500 User Guide Version 4.0 Page 3-11 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 Figure 3-19. ISDN Configuration: Facility Coding Value. Note: This is the second parameter that must be set up for 4ESS trunks. There is no one answer that works for all ISDN trunks. The customer should ask their carrier about the types of services available. SDN is typical. Figure 3-20. ISDN Configuration: Calling Name. Consult carrier for calling name and proper configuration. Note: Do not activate without carrier acknowledgement of support.
Chapter 3 Starting/Configuring TSP500 Figure 3-21. View ISDN Configuration. Reset ISDN Configuration Reset ISDN Configuration will reset the selected span(s) to default settings. Figure 3-22. Reset ISDN Configuration. Configuring the Syslog The configuration file for controlling the TspLogger will be the file syslog.cnf (probably located in the /opt/ser/cfg directory). The following describes the keywords used for configuring the TspLogger.
Chapter 3 Starting/Configuring TSP500 Table 3-3: TspLogger configuration elements. Element Description SYSLOG_PORT This keyword is optional. The default port used for TspLogger is the industry standard port 514. If for some reason you need to use another port, this keyword can be used to assign it. Example: SYSLOG_PORT 9400 SYSLOG_NAME This keyword is optional. It is used to specify a name that will display on the syslogger to identify the TSP. By default, the hostname is displayed.
Chapter 3 Starting/Configuring TSP500 Figure 3-24. TSP Tools. AgTrace_3073 Figure 3-25. AgTrace_3073. BoardInfo Figure 3-26. Board Information example. CAS Signals Figure 3-27. CAS Signals. CPSEE_TSP500 User Guide Version 4.0 Page 3-15 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 ISDN Trace Figure 3-28. ISDN Trace. View Trace File Figure 3-29. View Trace File example. Page 3-16 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 3 Starting/Configuring TSP500 View the Trunks File Figure 3-30. View Trunks file. Trunk Protocol You must assign a specific “Protocol” name to each trunk span. Currently supported protocols are: Table 3-4: Trunk Span Protocols. isdn T1 or E1 ISDN Trunks. wi US T1 Robbed Bit Protocol Wink Inbound. wo US T1 Robbed Bit Protocol Wink Outbound. wio US T1 Robbed Bit Protocol Wink Inbound/Outbound. CPSEE_TSP500 User Guide Version 4.
Chapter 3 Starting/Configuring TSP500 Table 3-4: Trunk Span Protocols. immi US T1 Robbed Bit Protocol Immediate Start Inbound. imm US T1 Robbed Bit Protocol Immediate Start Outbound.
Chapter 3 Starting/Configuring TSP500 Trunk Wait for First Digit The “Wait1stDig” field indicates number of milliseconds to wait for the first digit to arrive on a inbound call. Trunk Wait for Digit The “WaitForDig” field indicates number of milliseconds to wait for the subsequent digits to arrive on an inbound call. Write Configuration to Archive Selecting item G from the TSP Configuration menu will generate a TAR file of the current configuration.
Chapter 3 Starting/Configuring TSP500 Page 3-20 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 4 Features and Enhancements This section includes a list of features and enhancements and their descriptions.
Chapter 4 Features and Enhancements Introduction The TSP500 Call Processing System is a comprehensive system that combines predictive dialing with voice recognition techniques and information processing. It currently supports 1152 ports domestically and 1200 ports internationally, and can be delivered in various configurations. Page 4-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 4 Features and Enhancements Restarting Protocols Occasionally, it may be necessary to restart the telephony protocol on a specific trunk channel. You can now start the protocol using the Admin Terminal “treset” command with the –s option. If the channel is currently in use when the command is issued, the reset will take place when the channel becomes idle. Examples: treset treset treset treset –s –s –s –s 23 11 59 1-33 all CPSEE_TSP500 User Guide Version 4.
Chapter 4 Features and Enhancements Graceful Campaign Close The option flag “Let Dials Complete On Campaign Close” has been added to the Enterprise Edition TSP. Normally, the TSP will drop any dials in progress when a Campaign Close message is received. This option allows those dials to complete before closing the campaign. Connected calls (those calls connected to agents, or announcements), are not automatically dropped – just those dials in progress. Page 4-4 Version 4.
Chapter 4 Features and Enhancements Integrated Recording Feature Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing parties. Integrated Recording is useful for quality assurance purposes to review a call for accuracy and content. For Sales Campaigns, you can use Integrated Recording to verify purchases. The recording can be archived and reviewed later.
Chapter 4 Features and Enhancements Agentless Campaign - Feature The campaign mode called “Agentless” dials on behalf of campaigns without live agents. Non-answered calls (busies, RNAs, etc.) are dispositioned as usual by sending standard dial result messages to the Call Manager. Transferring a Call off of the TSP For Agentless Campaigns, the Protocol C messages M_XFER_DIAL allows transferring a call off the TSP. Imbedded in the syntax of this message is a trunk group identifier.
Chapter 4 Features and Enhancements Text-To-Speech (TTS) Messages - Feature The ability to play an arbitrary TTS voice message has been added to the TSP500. The creation of the TTS message is not the responsibility of the TSP500, but the TSP500 must have read access to the message. Access to the message is provided by a Samba mount to an external drive. The external drive is mounted locally to the path /home/tts. To ensure the drive is mounted, an entry in the /etc/fstab file must be inserted.
Chapter 4 Features and Enhancements Caller ID Name - Feature You can specify Caller ID name on a dial-by-dial or global basis on the TSP. Under control of the ISDN configuration tool in the TSP, Caller ID Name can be sent in a variety of ways. For instance; it could be sent by Facility IE, or Display IE, and in variety code sets. Check with your carrier to determine what method they are using, and modify parameter 14 appropriately.
Chapter 4 Features and Enhancements 0 0 0 0 1 0 0 Let Dials Complete On Campaign Close Dont Route Inbound Calls Always Beep Agent On Connect Dont Answer On Timeout CPSEE_TSP500 User Guide Version 4.0 Page 4-9 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 4 Features and Enhancements Collect DTMF Digits - Feature The capability to collect Dual-Tone MultiFrequency (DTMF) digits from the customer is available. Upon receiving a request to collect digits, the TSP500 optionally plays a voice message and collects the requested number of digits. The TSP500 responds with a completion message when the digits have been collected. To support the collecting of digits, a new Protocol C Message M_COLL_DIGIT has been defined.
Chapter 4 Features and Enhancements Personnel Ring Back - Feature Cell Phone companies in Europe and the Far East are beginning to offer a service in which a called party will be able to provide a personalized “ring back.” This personalized ring back could be melodies, voice messages, etc. This service is called “personalized ring back” or PRB. This creates a problem for voice and answering machine detection algorithms.
Chapter 4 Features and Enhancements The default for this keyword is off (unless configured by Call Manager – see below). Protocol B support is being offered using a new message, Ts. Page 4-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 4 Features and Enhancements Trunk Features and Enhancements New Trunk Utilization files - Feature A new method of capturing trunk utilization history has been added to the TSP. The new history files will be saved in a newly created directory under the log directory (/usr/home/cpstsp/cps01/log/tut). The naming convention for the new files will be tuMMDD.txt, and will allow for 365 days of revolving history.
Chapter 4 Features and Enhancements D E F G H I ZZ Nth minute of the day. Average Number of In Service Predictive Trunks during that minute Percent of Predictive Trunks available.. Percent of Trunk Bound condition during that minute. Number of samples – typically 60 – 1 per second. Average Number of active agents during that minute. Trailer message – contains no data. Trunk Bound Alerts Sent to the SysLogger A Trunk Bound Alert message can now be sent to the SysLogger.
Chapter 4 Features and Enhancements Billing Codes - Feature Billing Digits are pulsed out to the participating carriers to provide a mechanism of categorizing customer’s phone bills. Configuring the sending of Billing Digits is similar to the CP12000. A lower case “c” is placed in the appropriate dialing rule to signify where in the dial string the billing digits should be sent.
Chapter 4 Features and Enhancements User Data Features and Enhancements Sending User Data over ISDN - Feature Added the ability for the Adjunct to send User Data over ISDN using UUI Information Element. User data will be sent in code set 0, using IA5 coding standards. Support for ISDN protocol DMS250 - Feature Support for ISDN protocol DMS250 has been added to the TSP configurator. The TSP has always supported the DSM250 using the generic DMS protocol specification in the configurator.
Chapter 4 Features and Enhancements New Country - Feature See also: Support for India has been added to the TSP. “Initialize Configuration” on page 7-10 for a list of countries. CPSEE_TSP500 User Guide Version 4.0 Page 4-17 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 4 Features and Enhancements Monitoring Features and Enhancements Silent Coaching - Feature Silent Coaching is the ability for a supervisor to talk to an Agent without the called party hearing what the supervisor is saying. The agent will be able to hear the supervisor even across calls, conferences, and in-between calls. In the past, SER switches only supported “barge in”. This is when a supervisor barges into the call. A conference is created, and all parties can hear and talk to each other.
Chapter 4 Features and Enhancements • • • Client Monitors can perform Silent Coaching. The agent will hear both the Supervisor and Client. Silent Coaching spans individual calls. That is, coaching continues between calls. Silent Coaching is supported for conferences. Client Monitoring for Conferences -Enhancement Removed the restriction that Client Monitors could not monitor conferences.
Chapter 4 Features and Enhancements This is accomplished by assigning specific agent stations to Manual Monitors. If a Monitor attempts to monitor a station that is not assigned, a “fast busy” will be played to the Monitor. Configuring the Manual Monitors is done in the Dialing Rules file using a new keyword MONITOR_ASSIGN. The first argument in the list must be the Monitor Station.
Chapter 4 Features and Enhancements MONITOR_ASSIGN6 1-48 MONITOR_ASSIGN7 49-57 77 97-104 109 MONITOR_ASSIGN7 120-128 From the above examples it should be clear that: • Different monitors can be assigned to monitor the same agents. (Monitor 6 can monitor all of Monitor 4 and Monitor 5’s agents) • Either ranges or single agents can be assigned. • Multiple configuration lines are allowed for the same Monitor.
Chapter 4 Features and Enhancements • assigned. The Admin Terminal command “spstuff" displays “Monitor has Assigned Station List”, if a monitor has been restricted via the MONITOR_ASSIGN keyword.
Chapter 4 Features and Enhancements Dialing Features and Enhancements Unrestricted Manual Dial - Feature A TSP limitation of Manual Dialing in the USA is that the TSP is expecting ten digits. Once it receives ten digits, it will launch the dial, and use area code and prefix to determine if the call is local or long distance. In most cases, this is acceptable. However, consider a TSP that is based in the USA, but is configured for Multi-Country dialing.
Chapter 4 Features and Enhancements Example: RETRY_INCOMPLETES 1! Incompletes will be retried. RETRY_INCOMPLETES 0 ! Do Not retry incompletes. The install flag DO_NOT_RETRY still has over all control over whether dials are retried. The default for most customers would be to NOT retry reorders or incompletes. The default for the RETRY_INCOMPLETES is 0, and does not have to be entered in the dialing rules unless you wish the feature turned on. Page 4-24 Version 4.
Chapter 4 Features and Enhancements Answering Machine Enhancements Detecting Beeps on Answering Machines - Feature The method used to detect answering machine beeps involved waiting for the beep, and then waiting a little longer to ensure it was the last beep. Due to the variety and frequency range of beeps on answering machines, the beep detection was proving not very reliable.
Chapter 4 Features and Enhancements Table 4-1: Voice Detection Parameters, keywords, and Admin Terminal commands for dynamic adjustments.
Chapter 4 Features and Enhancements New Commands New Dumb Terminal Commands - Feature load misc A new option has been added to the “load” command. The “misc” option permits the loading of the current Dialing Rules, ACD Strategies, ACD DNIS Table, and some of the ISDN Configuration items into the TSP.
Chapter 4 Features and Enhancements Page 4-28 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 5 Admin Terminal Commands This section includes the following: • • Introduction List of Commands CPSEE_TSP500 User Guide Version 4.0 Page 5-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 5 Admin Terminal Commands Introduction Once connected to the TSP using the Admin_Terminal, a variety of commands (some similar to Call Processor or TSP-300 commands) are available to control the TSP. The following is a brief description of each command. Online help for each command is available by typing “help” followed by a specific command. Page 5-2 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 5 Admin Terminal Commands List of Commands BUG This is a diagnostic command that turns on tracing for selected components of the TSP. Typing bug by itself will display a list of items that can be traced. Those of you familiar with the Call Processor, and specifically the install command, will recognize the format and method of activating the specific items.
Chapter 5 Admin Terminal Commands Table 5-1: Bug Traces. Bug Trace Description Hook Status Traces hook changes received from Digital Stations. It displays the Station Number and hook state (On or OFF). DTI Events Traces NMS Digital Trunk Monitoring Events. A description of these events can be found in the NMS Digital Trunk Monitor Service Developer’s Reference Manual (P/N 9000-6392). Alarm Events Traces events, and actions associated with trunk alarms on the TSP. DSP Events Traces NMS DSP Events.
Chapter 5 Admin Terminal Commands Note: Intended for engineering use only. Syntax: hex)> capture .wav will be created in the /usr/vox directory. Note: Intended for engineering use only. This file can be used by engineering to analyze voice detection.
Chapter 5 Admin Terminal Commands Syntax: clock [-s -u] The “-s” switch displays the current clock status. If no switch is supplied, the “-s” switch is assumed. The “-u” switch forces the TSP to check for updated clock status. Table 5-2: "clock s" Command Option Description Board Number Board Slot Location. Clock Mode Indicates if board is A Clock, B Clock, or Slave. Primary Source Indicates source of clock: NETWORK with span number, H100 A, H100 B, INTERNAL.
Chapter 5 Admin Terminal Commands CRATE Sets the simulated connect rate. Only affects the Simulated TSP. Note: Intended for engineering use only. DIAL Performs an unclassified dial by dialing the number given. If a trunk number is supplied, the trunk must have been previously disabled using the disable command. Note: Intended for engineering use only. Syntax: dial [trunk number] When the dial is launched it is connected to the music on hold port.
Chapter 5 Admin Terminal Commands The above command disables DSP 122 in the 1st example. and DSPs 14 through 43 in the 2nd example. These DSP numbers are associated with logical DSP’s and NOT physical DSPs on the NMS board. Syntax: disable conf Examples: disable conf 7 The above command disables all conferences on board 7. This command would normally only be used by engineering to bypass conferences on failed NMS boards.
Chapter 5 Admin Terminal Commands HTRUNK (ht) Forces a Far End Hang-up condition. This command should NEVER be used on a live system. It is intended for engineering use only. INBOUND (inb) This command provides control over the inbound default strategy. This command provides easy access to the options available in the Protocol B Message BC. This command should only be used in-house. INSTALL This command allows dynamic setting of certain TSP features.
Chapter 5 Admin Terminal Commands Table 5-3: Install Flags. Option Description Monitor Agents Between Calls Allows a Supervisor to monitor an agent’s conversation while not on a call. Normally, the Supervisor cannot hear the agent while he/she is waiting for a call. Disconnect Trunk to Trunk Transfer if connected too long Specifies whether or not trunks that are tied together too long should be dropped .
Chapter 5 Admin Terminal Commands LICENSE (lic) Displays current licensed inventory and features. Syntax: license LINKP Establishes a connection between any two devices. A device can be a trunk, station, or DSP. Syntax: linkp [B] Note: For Engineering use only. The connection is made so that the device is listening to the device.
Chapter 5 Admin Terminal Commands Table 5-4: Load categories. Category Description Load misc Load the following: • Dialing Rules • ISDN Configuration • Monitor Station Assignments load rules Load Dialing Rules load syslog Load the syslog IP and Port load tones [] Load Tones LOG Toggles logging on and off. TSP maintains a log file located in the log directory. Example: /usr/home/cpstsp/cps01/log All errors are automatically written to this file.
Chapter 5 Admin Terminal Commands Table 5-5: Examples of the MUSIC Command. Option Description music on turns music "on" music off turns music "off" music on –3 turns music "on", and sets the gain -3 db. music on 4 turns music "on", and sets the gain to +4 db. Notes 1. Decibel changes are remembered and will survive a reboot. 2. The Admin Terminal “dial” command has been modified to automatically connect to Music-On-Hold when someone answers the call.
Chapter 5 Admin Terminal Commands Testing Music On Hold 1. Disable trunk 1. disable 1 2. Enable Music-On-Hold. music on 3. Launch a test dial to yourself – when you answer, you should be hearing Music-On-Hold. dial 2035551212 1 For Example, assume that you want to raise the volume by setting the gain to +2db, stop Music On Hold, and restart it with new decibel setting: music off music on 2 You should now hear the music with the +2db gain.
Chapter 5 Admin Terminal Commands Table 5-6: Option Flags. Option Description Allow Dial Tone To Stations 1 = Provide dial tone to stations. 0 – Don’t provide dial tone to stations. Allow Manual Dialing 1 = Allow Manual Dialing. 0 = Inhibit Manual Dialing. Process SITs via D Channel Specifies that extended call status provided in the ISDN PROGRESSING message is used to classify the call. 1=Analyze the call using extended call status information. 0=Analyze the call using in-band SIT tone detection.
Chapter 5 Admin Terminal Commands Table 5-6: Option Flags. Option Dont Answer On Timeout Description Specifies that an incoming call will not be answered when the Inbound Route Request timer has expired. 1 = Do not answer inbound call on timeout. 0 = Answer inbound call on timeout. PARK Connects a device to silence. A device can be a trunk, station, or DSP. Syntax: park Note: For Engineering use only. PLAY Plays the specified Encore Voice Message to the specified Station.
Chapter 5 Admin Terminal Commands Table 5-7: Poisson Distributions. Option Description Connect Time The time it takes to connect one audio path. Connect to Positive Voice Detection Time The time it takes between receiving the Connect event and positively identifying voice. Event Time The time it takes to check for new events. Event Queue Time Measures the time that it takes to process writing vendor board events. Talk Time Time the agents spend on a call. Includes Wrap-up time.
Chapter 5 Admin Terminal Commands Table 5-9: Poisson Examples. Example Description poisson Display All Global Distributions poisson –a Display Global Answer Time distribution. poisson -t Display Global Talk Time distribution poisson –w Display Global Wait Time distribution. poisson –c Clear all distributions (Global and Campaign) poisson –w 6 Display Wait Time distribution for Campaign 6 Note: For Engineering use only. PREP This command checks the state of the specified trunk.
Chapter 5 Admin Terminal Commands CampBusy Holds the Campaign data structure for Campaigns that are opened. By looking at the current and peak counts, you can tell if any Campaigns are currently opened, and the most Campaigns that have been opened at any one time. If the peak is zero, then no Campaigns have ever been opened since the TSP was started. CampClose Holds the Campaign data structure for any Campaigns that are in the process of closing.
Chapter 5 Admin Terminal Commands Holds DSPs that have failed. Counts on this queue normally indicate a failure on a NMS Card. However, this failure may be software- (or firmware-) related. Power cycling the TSP may restore the defective DSPs. DspIdle Holds any unassigned DSPs. EventQue Holds Simulated TSP events and dial results. Only used when the TSP is run in simulation.
Chapter 5 Admin Terminal Commands Holds Message Port Blocks currently in use. When an Encore Voice message is played to one or more station or trunks, it is played out of the DSP associated with the data structure on this queue. When the message play completes, the Message Port Block is placed back on the MpAvail queue. SpyAvail Holds data structures associated with Conference Blocks. It is from this queue that Conference Blocks will be grabbed for use in Conferencing or Monitoring.
Chapter 5 Admin Terminal Commands TnAvail Holds the available Telephone Number Blocks. The TSP is initialized with 4000 such blocks. Every telephone number that arrives at the TSP requires a Telephone Number Block to house it. Also, any station that is off-hook and not logged into a Campaign will have a Telephone Number Block to place any collected DTMF digits from the phone. TpIdle Holds available trunks that have been assigned for Third Party Dialing only.
Chapter 5 Admin Terminal Commands Table 5-10: QMSG Commands. Command Description NO_PORTS Number of times there were no DSPs were available to play a voice message. Consistent counts may indicate a shortage of Encore Ports. A TSP reconfiguration may be in order. TRUNK QUEUE Current and Peak number trunks waiting for this voice message to begin. When the message starts, it plays to all trunks simultaneously. FLAGS Internal message flags. 0x0004 Message flagged for deletion.
Chapter 5 Admin Terminal Commands RecBits = 0e 0 Recording Required 1 0 = Move File. 1 = Concatenate File. 1 Record 1 Minute Snipits 1 Use Closing Threads 0 0 0 0 Use VCE instead of ADI 0 0 0 0 0 0 0 0 Recording Required If this bit is set, then the TSP will stop dialing if any of the recording components are not operational. 0 = Move File 1 = Concatenate Defines whether snippet files should be moved or concatenated.
Chapter 5 Admin Terminal Commands RECSTATE This command display information about the state of the recording components. Example Enter Command-> recstate RecControl RecWatch Daemon RamDrive Space ServerAccess SharedDisk Space RecControlCnt RecCount Current: RecSuccess: is is is is is UP UP OK UP OK 0 0 0 RecCount Peak: RecFail: 0 0 RecControl Displays the status of the link to the Record Management Module. This Link is tunneled through the CTI link, via the SIP Process On E2.
Chapter 5 Admin Terminal Commands RecControlCnt The Number of ‘control” messages received from the Recording Management Module RRM RECORD (rec) Records the specified Voice Message from the specified Station. Syntax: record The is the file name of the voice message (including any extension). The file will be written to the /usr/vox directory. When this command is entered, the user will hear a beep signifying it is OK to begin recording.
Chapter 5 Admin Terminal Commands SHOW (sho) This command displays information on a variety of components. This command may be entered with the clear stats switch (-c), or the rotate through switch (-r), if specified below. The following are valid show commands. show board Displays Board related information. Table 5-12: show board. Command Description Board Board ID Number. Slot PCI Slot Number. Bus Connections Number of MVIP Bus Connections for this board.
Chapter 5 Admin Terminal Commands Table 5-13: show camp. Command RNA’s Description Total Ring No Answers. Example: show camp –a Displays Campaign related information plus algorithm stats Table 5-14: show camp –a” command Description C# Campaign Number LG Number of Agents logged into the Campaign WT Number of Agents waiting for calls. CN Number of Agents talking on a call. TNU Number of Telephone Numbers waiting to be dialed. DIALS Current calls being Dialed.
Chapter 5 Admin Terminal Commands show cmon This command will display any active Client Monitors in the TSP. It will show: • • • • The Client ID – The Client ID the Client logged into. Caller ID of Client - The originating telephone number of the Client. State - Either waiting or monitoring. Station - The station the client is currently listening to. Example The Client that called in from 4037773434 and logged into Client ID 7777 is currently monitoring station number 5.
Chapter 5 Admin Terminal Commands Table 5-17: show dstation. Command Description DS# Digital Station Number. Type Type of digital station. (out = outbound) MTX Matrix number associated with this digital station. HOOK Hook state. (ON or OFF) Camp Campaign Number if logged into a campaign, otherwise 0. ListenTo[Matrix] Trunk, Station, DSP device the digital station is listening to and its matrix number.
Chapter 5 Admin Terminal Commands Table 5-18: show errors. Command Description TpendTMO Count of Times NMS never acknowledged a DropCall. PrioDial Count of priority dials. (NOT AN ERROR) PrioRisk Count of agents who went on-hook while in the wait state. (NOT AN ERROR) PrioFail Count of priority dial failures. An abandon of a previously abandoned call. (NOT A TSP ERROR) show group Displays the Trunk Numbers assigned to each Trunk Group.
Chapter 5 Admin Terminal Commands Table 5-19: show ports. Command Description Zflags Internal flags. Tflags Internal flags Trunk TrkBSC Mtx Internal matrix number ListenTo[Mtx] Trunk, Station, DSP device the trunk is listening to and its matrix number. Trunk, Station and DSP are respectively displayed as T, S or D where is the actual Trunk, Station, or DSP number.
Chapter 5 Admin Terminal Commands 18 19 20 inb inb inb 306 [0262]* 307 [0264]* 308 [0266]* OFF OFF OFF 2 2 2 Parked[7fff] Parked[7fff] Parked[7fff] waitque connque waitque 0 0 0 . . . Table 5-20: show stat. Command Description ST# Station number Type Type of digital station. (out = outbound, inb = inbound) Dtrk Digital trunk slot associated with this digital station. [Mtx] Matrix number associated with this station. Hook Hook state.
Chapter 5 Admin Terminal Commands Displays a variety of information on Trunks. This command can be entered with the “clear stats” switch (-c), or the “rotate through” switch (-r). Table 5-22: show trunks. Command Description TK# Trunk Number S State: o = out of service, d = Digital Station, t = Third Party, i = Inbound G Group this trunk belongs to. Dials Total Dials. Conns Total Calls connected to agents.
Chapter 5 Admin Terminal Commands Table 5-23: show util. Column Description Usage(%) The percentage of trunks that were in use during that minute. TrunkBound(%) The percentage of time that the TSP was out of trunks during that minute. ActiveAgents The average number of agents that were either waiting for a call, talking on a call, or in after call work during that minute.
Chapter 5 Admin Terminal Commands sline [Station Number] SLOTS (sl) The slots command displays information on a trunk card basis. A trunk card, in the view of TSP, is a single span. The current version of the TSP can hold 48 spans. This command can be entered with the “clear stats” switch (-c), the “rotate through” switch (-r), or the “query status” switch (-q). NMS boards may have more than one span on a board. But, from the TSP’s perspective, it views them all as single span boards.
Chapter 5 Admin Terminal Commands Table 5-24: SLOTS Command Command Description Sl Slot (Span) Number. An "*" indicates this span is the Clock Master. Type T = Trunk D = Digital Station. For ISDN lines another ‘D” next to the ‘T’ or ’D’ indicates the D channel is down. Example: T Trunk (if ISDN, D-Channel is UP) D Digital Station (if ISDN, D-Channel is UP) TD Trunk – D-Channel is DOWN. DD Digital Station – D-Channel is DOWN Protocol Network protocol loaded into the firmware.
Chapter 5 Admin Terminal Commands Table 5-25: SPAN Command CMD Function m Place specified ISDN span in Maintenance mode. i Place specified ISDN span In-Service. o Place specified ISDN span Out-of-Service. Examples: Note: Not all ISDN protocols support the above commands. span 34 m Place span 34 in maintenance mode. span 34 o Place layer 2 for span 34 “out-of-service.” span 34 i Place layer 2 for span 34 “in-service.
Chapter 5 Admin Terminal Commands Table 5-26: STATUS Command. Command Description CAMP TYPE Outbound, Inbound, or Validation. LOGGED IN Count of Agents currently logged in on this Campaign. WAITING Count of Agents waiting for calls. TALKING Count of Agents talking on calls. TEL NUMBS Count of telephone waiting to be dialed. DIALS Count of current Dials for this Campaign. RING TIME Average time the phone rang before called party answered.
Chapter 5 Admin Terminal Commands 1 1 1 1 Emergency Alert Critical Error 1 1 1 0 Warning Notice Information Debug 0 0 0 0 0 1 0 0 Send Manual Dial Info to TspLogger Allow ALL T1/E1 Alarms to TspLogger Use Strict RFC 3164 message format An additions purpose of the “syslog” command is to send a test message to the syslogger. Example: syslog test Notes: • • • The Debug bit is normally turned OFF.
Chapter 5 Admin Terminal Commands sages (indicating the various states trunk has entered) will be displayed. If a Station Number is entered then the received audio of the trunk is piped to the station. TONE_TIME Displays or alters the qualification times used for tone detection. It temporarily overrides Dialing Rules keywords TONE_TIME1 and TONE_TIME2. Caution! Syntax: Modifying these items can adversely effect tone detection on the TSP.
Chapter 5 Admin Terminal Commands Table 5-27: Trunk Trace STUFF. Command Description d Display hex dump. m Place specified ISDN trunk in Maintenance mode. i Place specified ISDN trunk In Service. o Place specified ISDN trunk Out of Service. The options (m,i,and o) are for ISDN lines only, and may not be supported on all protocol variants. Examples: Note: Not all ISDN protocols support the above commands. tr 34 Display information about trunk 34. tr 34 d Display a hex dump of trunk 34.
Chapter 5 Admin Terminal Commands Table 5-28: Configuration. Command Description nttrunks Number of configured Trunks and Digital Stations. mports Number of DSP’s configured for Record or Play features of Encore. iwaittim Rest time (in seconds) between successive dials on the same trunk. AreaDigits Number of digits in the Area Code for this Country. PredTrunks Number of predictive dialing trunks. localwatt Preferred trunk group for Local Dials.
Chapter 5 Admin Terminal Commands VOICE_NOISE Allows changing the noise level. The default is 81920. To set the value permanently, use the VOICE_NOISE_LEVEL keyword in the Dialing Rules. Caution! Modifying this item can adversely effect voice detection on the TSP. Syntax: voice_noise VOICE_RATIO Allows changing the voice to tone ratio. Higher numbers means less emphasis is given to tone and more to voice. The default is 196608.
Chapter 6 Trunk Spans and Dialing Rules This section addresses trunk spans and the Dialing Rule file. It includes the following sections: • • • • Common Directory trunks.cnf tsp.cnf (Dialing Rules) Building Dialing Rules Tutorial CPSEE_TSP500 User Guide Version 4.0 Page 6-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 6 Trunk Spans and Dialing Rules Common Directory A new configuration directory now contains files and directories for CPS Enterprise Edition systems. The directory is located under the /opt directory and is named ser (the only other directory under /opt is nms). Table 6-1: Common Configuration directory. File/ Directory Page 6-2 Description cause.bin ISDN cause code assignments. country A directory containing tone definition files for the various countries supported by the TSP. cfig_data.
Chapter 6 Trunk Spans and Dialing Rules trunks.cnf The trunks.cnf file contains configuration information concerning the type of Trunk Spans installed in your CPSEE_TSP500. It assigns the “protocol” to use (on a per span basis) when bringing up the CPSEE_TSP500. Although multiple spans may reside on a single NMS board, the CPSEE_TSP500 views each span as an individual entity. Each span must be configured with the specific NMS protocol that will be used for that span.
Chapter 6 Trunk Spans and Dialing Rules tsp.cnf (Dialing Rules) The tsp.cnf file is the Dialing Rule file. Building Dialing rules can be somewhat complicated and quite often takes experience to utilize the full flexibility of the Dialing Rule scheme. Although an in depth training course on Dialing Rules is outside the scope of this document, the following is a short tutorial on building Dialing Rules. Page 6-4 Version 4.
Chapter 6 Trunk Spans and Dialing Rules Building Dialing Rules Tutorial The tsp.cnf file is accessible through the Configuration item in the TSP menu. Selecting the DialingRules item invokes a “vi” edit of the tsp.cnf file. • • • • The Dialing Rules file contains lines of configuration information, with one item per line. A single line must not exceed 80 columns. Each line of configuration contains a keyword, followed by the data. Keywords must use exact spelling and upper case characters only.
Chapter 6 Trunk Spans and Dialing Rules This keyword specifies the time (in seconds) that the AMD analysis will look for the beep at the end of the Answering Machine. If timeout occurs, the TSP will consider that the beep has been heard and play the appropriate ENCORE message. This analysis only takes place if an ENCORE message is specified to be played to Answering Machines detected during a specific campaign. The default is twenty seconds, and should not be changed unless advised to do so by Engineering.
Chapter 6 Trunk Spans and Dialing Rules AUTO_LOG If non-zero, it instructs the TSP to automatically log events. The value is the decimal equivalent of the hexadecimal value of the bug setting. A typical setting would be AUTO_LOG 319 Caution! : This equates to “bug 13f” With this flag turned on, certain Admin_Terminal commands may appear not to work. However, it is possible that the output (that would normally go to the screen) may be going to the log files.
Chapter 6 Trunk Spans and Dialing Rules This keyword identifies which country the CPSEE_TSP500 is located in. It is automatically assigned by the TSP Configuratior and should not be changed. DEFAULT_BILLING This keyword assigns the default “billing digits.” They are used if the Call Manager fails to assign send them in the dial request. They are also used for non-campaign dials. Example: DEFAULT_BILLING 1234 Currently the Adjunct can only assign a maximum of four “billing digits.
Chapter 6 Trunk Spans and Dialing Rules Examples The following “ver” screen shows three trunk groups configured for Billing Digits. From the dialing rules it can be assumed that the customer required a five-digit billing code for TrunkGroup 0. Because the Call Manager only supports four digits, the “2” was added to the dialing rule. This of course means that the billing digits will always begin with a “2.” (21234, 29877, etc.
Chapter 6 Trunk Spans and Dialing Rules This keyword is reserved for Engineering and should NEVER be modified unless instructed to do so by Engineering. The default value for this keyword is zero. DIALED_DIGITS_ANI This keyword indicates that dialed digits are to be placed in the ANI field when the call is launched. This was needed when dialing through the Aspect switch. DISABLED_TRUNKS This keyword specifies a trunk or range of trunks that are considered disabled.
Chapter 6 Trunk Spans and Dialing Rules assignment. That is, if at the time of the dial request, no trunks are available in that specified trunk group, a search will begin for a trunk in another group. In order to dial internationally, the install flag INTERNATIONAL must be set to a 1. If this flag is set, all telephone numbers arriving at the TSP must have a three-digit country pre-pended to it, even if it is a non-international number.
Chapter 6 Trunk Spans and Dialing Rules Specifies other area codes that have telephone numbers local to you. Note: Only one area code can be specified per LOCAL_AREACODE_<#>.. LOCAL_EXCHANGE_0 through LOCAL_EXCHANGE_31 Associated with each Area Code is exchanges within the specified Area Code that are local to your TSP. These exchanges are specified in the keywords LOCAL_EXCHANGE_0 through LOCAL_EXCHANGE_31. LOCAL_EXCHANGE_0 are the local exchanges that are local within your Area Code.
Chapter 6 Trunk Spans and Dialing Rules guaranteed assignment. That is, if at the time of the dial request, no trunks are available in that specified trunk group, a search will begin for a trunk in another group. MONITOR_ONLY This keyword specifies Stations, or a range of Stations, that can Manual Monitor, also known as Voice only monitor. These are stations that will NOT be used as Agents. You can assign a maximum of 32. Stations can be entered either as individual numbers, or ranges.
Chapter 6 Trunk Spans and Dialing Rules NUM_TRUNKS This keyword specifies the total number of trunks and Stations configured on the CPSEE_TSP500. It is automatically assigned by the TSP Configurator. OUTBOUND_DIGITAL_TRUNKS This keyword assigns trunks that will be used for Outbound Digital Stations Digital Stations are identified by the “D” character in the trunks.cnf file. By default all Digital Stations are assumed to be Inbound Digital Stations.
Chapter 6 Trunk Spans and Dialing Rules Example: REVERSE_STATIONS Value Digital Trunk Spans 0 1 37 1-24 49-72 38 25-48 25-48 39 49-72 1-24 RNA_EXTEND_TIME This keyword specifies the number of seconds to extend call analysis if the Ring No Answer timeout has occurred but the call has been answered. RULE_0 through RULE_4 There are five trunk groups within the CPSEE_TSP500. Trunk Group 0 is the default for all trunks not assigned elsewhere. Each trunk group has a dialing rule associated with it.
Chapter 6 Trunk Spans and Dialing Rules Table 6-3: Dialing Rules Special Characters Character Description 0 thru 9 DTMF digits added to the dialed number. D Dial only the local number (strip the area code) d Dial the complete telephone number. p pause one second. P pause three seconds. t (or T) Look for tone. c Add campaign Billing Digits. i Add Country Code (for international dialing).
Chapter 6 Trunk Spans and Dialing Rules Caution! This item is intended for engineering use, and should not be modified unless instructed by engineering. TONE_FREQ specifies the frequency of the tone to be detected after the telephone number has been launched. It is the mid-range frequency of the expected tone. The default value for this keyword is 450Hz. TONE_RANGE Caution! This item is intended for engineering use, and should not be modified unless instructed by engineering.
Chapter 6 Trunk Spans and Dialing Rules Trunks can be entered either as individual numbers, or ranges. Example TRUNK_GROUP_1 3 5 17-29 TRUNK_IDLE_TIME This keyword defines the minimum time a trunk must rest (in seconds) before being used again. The default is four seconds. USE_SILENT_COACHING Silent Coaching is the ability for a supervisor to talk to an agent without other parties on the call hearing the supervisor.
Chapter 6 Trunk Spans and Dialing Rules machine. The default is 2200 milliseconds (2.2 seconds), and should not be changed unless advised to do so by Engineering. VOICE_ANSM_MLENGTH This keyword specifies (in milliseconds) the minimum length of time continuous voice must be detected before classifying the call to be an answering machine. The default is 1600 milliseconds (1.6 seconds), and should not be changed unless advised to do so by Engineering. See keyword PAMD_METHOD.
Chapter 6 Trunk Spans and Dialing Rules This keyword allows changing the voice to tone ratio. Higher numbers means less emphasis is given to tone and more to voice. The default is 393126. Caution! This item is intended for engineering use, and should not be modified unless instructed to by engineering. WAIT_FOR_SUPERVISION This keyword is used to determine when voice detection will begin on classified dials.
Chapter 7 The TSP Configuration Tool This section includes the following: • • • • • • • Configuration Tool Overview Using the Configuration Tool Configuration Files Configuring the System Sample T1 Configuration Initialization Sample T1 Configuration Modification Sample E1 Configuration Initialization CPSEE_TSP500 User Guide Version 4.0 Page 7-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Configuration Tool Overview The CPSEE_TSP500 Call Processing System combines predictive dialing with voice recognition techniques and information processing. The CPSEE_TSP500 is a 1152 port switch that is provided in different configurations. The CPSEE_TSP500 can support any multiple of inbound and outbound campaigns with up to forty in total.
Chapter 7 The TSP Configuration Tool Using the Configuration Tool Requirements • You have a CPSEE_TSP500 switch running version CPS_TSP500.01.028 or higher. Audience This guide is designed for: • • CPS Enterprise Edition system administrators who are responsible for configuring and maintaining a TSP switch. SER Solutions personnel who support systems that use a TSP switch. Text Conventions This guide uses the following conventions.
Chapter 7 The TSP Configuration Tool Configuration Files NMS Directory Structure Figure 7-1. NMS Directory Structure. The “cg” branch of the structure contains the necessary files for the CG type cards. The “cfg” directory underneath contains a configuration file for each of the CG cards installed in the chassis. These files are named “cg.cfg” where “slot” indicates the Slot portion of the Shelf-Slot. The cards in the chassis must be loaded from the bottom slot (Shelf-Slot 1-7) to the top slot.
Chapter 7 The TSP Configuration Tool DSPs assigned for a card in this file must match the DSPs assigned for conferencing in the card’s “cg.cfg” file. The “oam” branch contains configuration information, as well as log files. The “cfg” directory contains a file called “oamsys.cfg” which contains a list of the cards installed in the chassis and the name of each card’s configuration file located in the “cg/cfg” directory. The “log” directory contains some files used by NMS to log messages.
Chapter 7 The TSP Configuration Tool Trunk Protocol Selection and Storage Information The available ISDN Protocol Variants are listed in Table 7-1. The NMS Variant Name is stored in the /opt/ser//cfg/trunks.cnf file. The NMS Downloadable Module name is stored in the card’s configuration file /opt/nms/cg/ cfg/cg.cfg. Table 7-1: ISDN Protocol Variants.
Chapter 7 The TSP Configuration Tool Table 7-2: CAS Protocols Printed Name T1 or E1 Protocol Name MFC-R2 INBOUND E1 r2i MFC-R2 OUTBOUND E1 r2o MFC-R2 INBOUND/OUTBOUND E1 r2io AP2 INBOUND E1 ap2i AP2 OUTBOUND E1 ap2o AP2 INBOUND/OUTBOUND E1 ap2io Line Codes The available Line Codes are listed in Table 7-3. The available Line Codes available vary with T1 and E1 Lines. Table 7-3: T1 and E1 Line Codes.
Chapter 7 The TSP Configuration Tool Card Type Selection The available Card Types are listed in Table 7-5. All card types can be used on a system, but there are desirable card types associated with T1 and E1 Lines. Table 7-5: TSP500 Card Types. Card Number of Trunk Spans Number of DSP Cores Primary usage (T1 or E1) CG 6500C-0L/8TE 8 32 T1 and E1 CG 6500C/64-0L/8TE 8 64 E1 CG 6500C/64-0L/16TE 8 64 T1 Page 7-8 Version 4.
Chapter 7 The TSP Configuration Tool Configuring the System The first thing that must be done is the initialization of the system configuration. Without doing this, the system cannot run. Accessing Configuration Tool To access the Configuration Tool, you must log into the system using the “tspcfg” user (the password is the same as the user name). • • • Enter Login: tspcfg Enter Password: tspcfg. A warning is displayed asking if you really want to configure the system. Enter “y” for Yes.
Chapter 7 The TSP Configuration Tool Table 7-6: Configurator Menu Items. Option Description 5 Help Displays online help. q Quit Logs off “tspcfg” user. Boards Depending on the board, it will say CG_6565 or CG_6500.
Chapter 7 The TSP Configuration Tool Note: Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configuration files to be saved. Select the country where this system will be installed: Note: If “” is displayed at the bottom of the screen, press Enter to view additional countries supported. CPSEE_TSP500 User Guide Version 4.0 Page 7-11 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Note: The “United States” is listed first, but all other countries are listed in alphabetical order. The maximum number of stations is dependent on the country selected and whether that country uses T1 or E1 Lines. . If a 6565 this is what you will see: Note: If zero is entered for all card types, you will be prompted to enter the number of network trunks on the system.
Chapter 7 The TSP Configuration Tool The list of available CAS Protocols is dependent on the usage of T1 or E1 Lines. Refer to Table 7-2 for the actual list displayed. The CAS Groups represent the number of trunks spans running a particular CAS Protocol. The “N” indicates that there is no limitation on the number of CAS Groups. You will be prompted for CAS Groups until all remaining trunk spans have been assigned a protocol. Station Information Note: Only systems using T1 Lines are asked this question.
Chapter 7 The TSP Configuration Tool The CAS Groups represent the number of digital stations running a particular CAS Protocol. The “N” indicates that there is no limitation on the number of CAS Groups. You will be prompted for CAS Groups until all remaining digital stations have been assigned a protocol or a “0” has been entered. The list of available ISDN Protocols is dependent on the usage of T1 or E1 Lines. Refer to Table 7-1 for the actual list displayed.
Chapter 7 The TSP Configuration Tool Distinguishes between a CPS and CPS Enterprise Edition TSP and identifies the location for the TSP Configuration files to be saved. Note: The Trunk Cards section lists only the card types currently configured. Note: :If zero is entered for all card types, you will be prompted to enter the number of network trunks (excluding stations) that are on the system. The editing session starts immediately following this screen.
Chapter 7 The TSP Configuration Tool The list of available ISDN Protocols is dependent on the usage of T1 or E1 Lines. Refer to Table 7-1 for the actual list displayed. The list of available ISDN Frame Types is dependent on the usage of T1 or E1 Lines. Refer to Table 7-4 for the actual list displayed. The list of available ISDN Line Codes is dependent on the usage of T1 or E1 Lines. Refer to Table 7-3 for the actual list displayed.
Chapter 7 The TSP Configuration Tool The list of available CAS Line Codes is dependent on the usage of T1 or E1 Lines. Refer to Table 7-3 for the actual list displayed. Displaying the Configuration The “Initialize Configuration “and “Edit/View Configuration” options display a system level summary of the configuration and each card configuration. The output below is for a T1 system with a CG 6500-0L/8TE card.
Chapter 7 The TSP Configuration Tool The “D” next to the trunk span number indicates that this is a Digital Station trunk span. Displaying Card Layout When the tool is done displaying the configuration, it displays the location in the chassis where each card should be installed. The screen is: For this configuration it is expected that two CG 6500C-0L/8TE cards be loaded above the Processor Card followed by two CG 6500C/64-0L/16TE cards. Saving a Configuration Page 7-18 Version 4.
Chapter 7 The TSP Configuration Tool Initialize Configuration Option The “Initialize Configuration“ option will always prompt you to save a set of configuration files and the “Edit/View Configuration” option will prompt you to save a set of configuration files if any information has been changed. Warning! It is very important to reboot the system in order for the correct country information to be used.
Chapter 7 The TSP Configuration Tool If you answered “y” to the question about overwriting the current configuration files, a backup copy of the current set of configuration files will be created. A directory is created containing the set of configuration files and is named “cfg__.dir”. For example, a valid backup copy name would be “cfg_3_110320031212.dir” which means that this backup copy has an index of 3 and was created November 3, 2003 at 12:12pm.
Chapter 7 The TSP Configuration Tool Whenever you save a new set of permanent configuration files, a backup copy of the current set is saved prior to overwriting. A directory is created containing the set of files and is named “cfg__.dir”. For example, a valid backup copy name would be “cfg_3_110320031212.dir” which means that this backup copy has an index of 3 and was created November 3, 2003 at 12:12 pm.
Chapter 7 The TSP Configuration Tool Sample T1 Configuration Initialization Trunk Information Page 7-22 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Station Information CPSEE_TSP500 User Guide Version 4.0 Page 7-23 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Encore and Conferencing Information In this example we have defined there to be 168 Stations using a CG 65000L/8TE card and a CG 6500C/64-0L/16TE card. The number of total channels available on this system is calculated by multiplying the number of trunk spans on a card by the number of channels on 1 trunk span which is 24 on a T1 line.
Chapter 7 The TSP Configuration Tool The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: Since multiple ISDN Protocols can run on the same card, the six trunk spans running ISDN NI2 protocol are on this first card. The remaining two trunk spans are configured to run some of the ISDN Group 2 which is AT&T 4ESS. That leaves four trunk spans that need to be configured to run the remainder of ISDN Group 2.
Chapter 7 The TSP Configuration Tool The first four trunk spans on this card are running ISDN AT&T 4ESS protocol. The next five trunk spans are configured to run CAS Group 1 which is Wink Outbound. The last seven trunk spans are for Stations. The Analog Stations are defined last and will always run Immediate Start Inbound. The Digital Stations are defined above the Analog Stations and are running CAS protocol Wink Outbound since they were defined as Remote Agents.
Chapter 7 The TSP Configuration Tool Warning! It is very important to reboot the system in order for the correct country information to be used. CPSEE_TSP500 User Guide Version 4.0 Page 7-27 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Sample T1 Configuration Modification This chapter contains a sample for modifying a system configuration In this example, the system is currently defined for 168 Stations using an CG 6500C-0L/8TE card and a CG 6500C/64-0L/16TE card. There are 99 Encore Ports and 40 Conference Bridges. You will first be asked if the number of cards on the system has changed.
Chapter 7 The TSP Configuration Tool The Editing tool proceeds by prompting for specific information on each card. “Card 1” corresponds to the card located in Shelf-Slot 1-7, “Card 2” corresponds to the card located in Shelf-Slot 1-6, and so on for the other cards. Since “Card 1” is currently defined, the tool prompts for information and uses the stored value as the default value for this item. Trunk Spans 1 through 6 on this card are running ISDN NI2 protocol.
Chapter 7 The TSP Configuration Tool Trunk Spans 1 through 4 on this card are running ISDN AT&T 4ESS protocol and none of these ISDN trunk spans are to be used as Digital Stations. Trunk Spans 5,6, 7, 8, 9, 13, and 14 are running CAS Wink Outbound; Trunk Spans 10, 11, and 12 are running CAS Wink Inbound; and Trunk Spans 15 and 16 are running CAS Immediate Inbound. Trunk Spans 10 through 16 are being used as Digital Stations.
Chapter 7 The TSP Configuration Tool Trunk Spans 1 through 4 on this card are running ISDN DMS protocol and none of these ISDN trunk spans are to be used as Digital Stations. Trunk Spans 5 through 8 are running CAS Wink Inbound and are being used as Digital Stations. The Digital Stations are either Digital Station Nailups or VoIP Station Nailups. The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: CPSEE_TSP500 User Guide Version 4.
Chapter 7 The TSP Configuration Tool The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: The configuration for Card 3 located in Shelf-Slot 1-5 is as follows: Page 7-32 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool The card layout for this configuration is For this configuration it is expected that a CG 6500C-0L/8TE card be loaded above the Processor Card followed by a CG 6500C/64-0L/16TE card, then a CG 6500C-0L/8TE card. CPSEE_TSP500 User Guide Version 4.0 Page 7-33 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Sample E1 Configuration Initialization This chapter contains a sample for initializing a system configuration. Page 7-34 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Trunk Information Station Information CPSEE_TSP500 User Guide Version 4.0 Page 7-35 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool In this example, we have defined 180 Stations using two CG 6500C/64-0L/ 8TE cards and a CG 6500C-0L/8TE card. The number of total channels available on this system is calculated by multiplying the number of trunk spans on a card by the number of channels on 1 trunk span which is 30 on a E1 line.
Chapter 7 The TSP Configuration Tool The configuration for Card 1 located in Shelf-Slot 1-7 is as follows: Eight of the 16 ISDN EuroISDN Trunk Spans are defined on this card. The configuration for Card 2 located in Shelf-Slot 1-6 is as follows: The remaining 8 ISDN EuroISDN Trunk Spans are defined on this card. The configuration for Card 3 located in Shelf-Slot 1-5 is as follows: CPSEE_TSP500 User Guide Version 4.
Chapter 7 The TSP Configuration Tool All of the trunk spans on this card are running ISDN EMCA-QSIG protocol and trunk spans 3 through 8 are to be used as Digital Stations. The card layout for this configuration is: For this configuration it is expected that the two CG 6500C/64-0L/8TE cards are loaded above the Processor Card followed by a CG 6500C-0L/8TE card. Page 7-38 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Warning! It is very important to reboot the system in order for the correct country information to be used. CPSEE_TSP500 User Guide Version 4.0 Page 7-39 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 7 The TSP Configuration Tool Page 7-40 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 8 TSPLogger This section includes the following: • • • • • • • Overview Description Configuration SYSLOG Viewers TSP Control Events TspRelay CPSEE_TSP500 User Guide Version 4.0 Page 8-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 8 TSPLogger Overview CPSEE_TSP500 has the capability to log specified messages and events to a centralized logger. When there are multiple TSPs, it is desirable to provide a method of generating event messages and directing them to a centralized logger. These messages provide information on major events and errors occurring on the TSPs. The method chosen for the TspLogger is the UNIX style syslog messaging described in (RFC-3164).
Chapter 8 TSPLogger Description Activating the TspLogger is accomplished by assigning the IP address of the PC running the syslogger. The configuration file for the TspLogger is /opt/ ser/cfg/syslog.cnf. When the TSP is started (or the “load syslog” is entered via the Admin Terminal), the TSP will begin forwarding event messages to the remote syslogger. Other configurable items are available and will be described below. CPSEE_TSP500 User Guide Version 4.
Chapter 8 TSPLogger Configuration The configuration file for controlling the TspLogger will be the file syslog.cnf (located in the /opt/ser/cfg directory). The following describes the keywords used for configuring the TspLogger. This file can be accessed via an item in the Configuration Menu on the TSP. Example: =============================================== TSP Configuration [tspdev10] (c) Copyright 2003-2004 SER Solutions Inc. =============================================== A....DialingRules B....
Chapter 8 TSPLogger SYSLOG_NAME This keyword is optional. It is used to specify a name that will display on the syslogger to identify the TSP. By default, the hostname is displayed. However, if you would like some other label that might be more meaningful displayed, this configurations item can be used to assign it. Example: SYSLOG_NAME Omaha TSP CPSEE_TSP500 User Guide Version 4.0 Page 8-5 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 8 TSPLogger SYSLOG Viewers There is a variety of syslogger software on the market. We can use any RFC3164 compliant syslogger that used UDP messages for receiving events. Testing for this feature was done using the syslogger from www.kiwisyslog.com. The following is a display from that syslogger. Page 8-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 8 TSPLogger TSP Control The TSP will have some control over the messages that are sent to the TspLogger. It is by the “syslog” command in the AdminTerminal. The “syslog” command is similar to the “install” or “options” command. That is, it allows setting hexadecimal bits to control what messages are sent to the TspLogger. The following shows the output of the “syslog command”.
Chapter 8 TSPLogger • Page 8-8 “Use Strict RFC 3164 message format” is a matter of choice. If it is turned on, the local time of the TSP will be displayed. Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 8 TSPLogger Events The following lists the currently defined events. Others may be added or existing ones modified as necessary. [TSP NAME] TSP Initializing....... The TSP application has just been started and is going through its initialization phase. [TSP NAME] *** TSP Started. Ver. CPS_TSP500.xx.xxx ***. The TSP application has completed its initialization phase and is up and running. It is now safe to connect the Call Manager/Gateway.
Chapter 8 TSPLogger A T1 or E1 span failed to initialize. This could be due to an invalid configuration, or perhaps the TSP was stopped and restarted too quickly. Reboot the TSP. If the problem continues, contact SER. [TSP NAME] T1/E1 span xx is DOWN. The specified T1 or E1 span “Out of Service” due to network alarms. Also occurs for ISDN lines when the D Channel goes down. [TSP NAME] T1/E1 span xx is UP The specified T1 or E1 span is back “In Service”.
Chapter 8 TSPLogger [TSP_NAME] Third Party Dial Failed – No Trunks. A Third Party Dial failed because no trunks were available. (not even in the general pool) [TSP_NAME] Stn: xxx Unable to get Conference Resource. A request for a conference resource failed because all resources are in use. If this message occurs repeatedly, the TSP should be re-configured to provide more conference resources. [TSP NAME] Linux Started... Linux was rebooted or powered up. [TSP NAME] Linux Stopped... Linux is shutting down.
Chapter 8 TSPLogger TspRelay Note: TSPRelay will initially only be available on Gateway systems using SCO 0s5.0.5. It will be released at a later time with Call Manager. Quite often TSPs are on isolated networks behind Call Managers or Gateways. Access to a centralized logger directly may not be possible. For these installations we offer a daemon called TspRelay that is installed on the Call Manager or Gateway.
Chapter 8 TSPLogger nohup tsprelay_sco & For a Call Manager running Linux, it would be nohup tsprelay_lx & Errors The TspRelay will exit abnormally for the following reasons: • • • • The file “relay.conf” is not present, or has insufficient privileges to allow the TspRelay to open it. The receive port cannot be opened. This could be because the TspRelay was not started with root privileges, or the port is already in use by some other application. An error is detected when attempting to open the socket.
Chapter 8 TSPLogger Page 8-14 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 9 Intrusion Tone This section includes the following: • • • Overview: Implementing Intrusion Tone Using Intrusion Tone CPSEE_TSP500 User Guide Version 4.0 Page 9-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 9 Intrusion Tone Overview: Some countries outside the USA require that an Intrusion Tone be played to agents and called parties if they are being monitored. The frequency, cadence and decibel level of this Intrusion Tone can be different for each country that requires it. Experience had shown that most (if not all) customers will have it turned off.
Chapter 9 Intrusion Tone Implementing Intrusion Tone When implementing the Intrusion Tone, you acquire the following: 1. Produce a tone compliant with the country where the TSP is located. There is a tones.def file in the /usr/home/cpstst/cfg directory of the TSP that specifies the characteristics of tones generated by the TSP. A new item (ITONE) will be added to specify the characteristics of the Intrusion Tone. 2. Provide a mechanism to specify whether the Intrusion Tone should be used or not.
Chapter 9 Intrusion Tone Using Intrusion Tone • • • If the INTRUSION keyword is NOT defined in the Dialing Rules file, or is defined, and set to zero, there will be no Intrusion Tone injected into calls that are monitored. If the INTRUSION keyword is set to one (1), the tone (specified by the ITONE parameter in the tones.def file) will be injected into calls being monitored. This includes both two-party calls and conferences that are being monitored.
Chapter 10 TSP Lights This section includes the following: • The TSP Light Display CPSEE_TSP500 User Guide Version 4.0 Page 10-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 10 TSP Lights The TSP Light Display The Light display used by engineering is now available to any user that can access the TSP with a Web Browser. Table 10-1: Color of trunk and station lights. Note: TSP Lights requires a direct connection to the user network. It will not work if the CPSEE_TSP500 is on the Call Manager’s private network and no other connection is pro- Color Meaning White Trunk is idle (on-hook) Green Trunk is off-hook. Dialing or connected.
Chapter 11 Accessing Text-To-Speech This section addresses configuration necessary for reading Text-To-Speech messages on the TSP500. It includes the following: • • Accessing Text-To-Speech Messages Mounting the External Drive CPSEE_TSP500 User Guide Version 4.0 Page 11-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Appendix 11 Accessing Text-To-Speech Accessing Text-To-Speech Messages TSP500 has the ability to play an arbitrary Text-To-Speech (TTS) voice message. The creation of the TTS message is not the responsibility of the TSP500, but the TSP500 must have read access to the message. Access to the message is to be provided by a Samba mount to an external drive. You would mount the external drive locally to the path /home/tts.
Appendix 11 Accessing Text-To-Speech Mounting the External Drive To mount an external drive, do the following: 1. Login to the TSP500 as root. 2. Edit the file containing filesystem information: [root@tsp500]# cd /etc [root@tsp500]# vi fstab 3. Insert the entry at the bottom of the file (See examples above). 4. Save the file. 5. Ensure the external drive is not already mounted: [root@tsp500]# mount 6. If “/home/tts” is listed, do the following.
Appendix 11 Accessing Text-To-Speech Page 11-4 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Chapter 12 Integrated Recording This section addresses configuration necessary for Integrated Recording. It includes the following sections: • • • Introduction Components of Integrated Recording Integrated Recording Operation CPSEE_TSP500 User Guide Version 4.0 Page 12-5 This document is confidential and proprietary to SER Solutions and is not for external use.
Appendix 12 Integrated Recording Introduction Integrated Recording is a software solution for recording Agent conversations with contacts and/or conferencing parties. The recording can have different uses, depending upon the needs of the business customer. One way to use Integrated Recording is for quality assurance purposes. A Supervisor may want to review the call to ensure that the Agent is working with a provided script or to review the contact conversation for feedback, for example.
Appendix 12 Integrated Recording Components of Integrated Recording Recording Agent conversations on the TSP500 requires the following components: • • • • RAM Disk Recording Server Disk Monitor Daemon Recording Resource Manager RAM Disk You must create a RAM disk with at least a 400MB capacity to hold the temporary snippets of audio. The file grub.conf, located in the /boot/grub directory, will be modified to allocate the memory needed for the RAM disk. New entries in the /etc/rc.d/rc.
Appendix 12 Integrated Recording The mount point for the shared drive is /home/EncWorkingData. A subdirectory EncImport is created for storing the audio files created by the TSP. Disk Monitor Daemon The daemon process (rec_watch.exe) must be started. Its purpose is to move the audio files from their temporary storage on the RAM disk to the shared drive on the RecServer. This daemon process will establish a socket connection with the TSP.
Appendix 12 Integrated Recording This Protocol C message contains a “flag” field that specifies five possible actions: • • • • • Start Recording Stop Recording Pause Recording Resume Recording Delete Recording. Also included in the message is a unique key that will be used in generating file names for the recorded audio. See Also: “Integrated Recording Operation” on page 12-10 “Integrated Recording Feature” on page 4-5 CPSEE_TSP500 User Guide Version 4.
Appendix 12 Integrated Recording Integrated Recording Operation Integrated Recording involves sending messages to and from the TSP, generating a file, recording a conversation, and moving the audio recordings to the recording server. The sequence for Integrated Recording is as follows: 1. An agent is connected to a call. 2. The RRM issues a M_RECORD_CONTROL message to the TSP indicating a “start recording” command. 3.
Appendix 12 Integrated Recording be down, and RecWatch will delete the file. Because of the limited capacity of the RAM disk, it is RecWatch’s primary goal to keep the RAM disk as unoccupied as possible, by removing any lost or orphaned audio snippets. • Monitors and informs the TSP if the shared drive on the RecServer is full (currently specified by Wygant to be less than four GBytes remaining).
Appendix 12 Integrated Recording Page 12-12 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Appendix A Troubleshooting This section includes the following: • • • Common Questions CPSEE_TSP500 Hard Drive Diagnostic Enhanced Logging for Socket Connections CPSEE_TSP500 User Guide Version 4.0 Page A-1 This document is confidential and proprietary to SER Solutions and is not for external use.
Appendix A Troubleshooting Common Questions 1. Is there a way to reload the telephony boards without actually rebooting the TSP? Yes. Stop the TSP application (stoptsp). Then login to root and type oamsys. Wait until it is finished, and restart the TSP application. 2. In the trunks configuration file, how should I set the “Wait1stDig” and “WaitForDig” parameters? The parameters apply only to T1 Robbed bit lines. (Not ISDN). For basic configuration these values are assigned by the TSP Configuration program.
Appendix A Troubleshooting Common Questions on Caller ID 1. What is the maximum number of digits that I can use for the Client ID? You can use up to four digits. 2. Can I use variable length Client IDs? Yes, up to four digits. However, this will require that the COLLECT Strategy use variable collected digits for the “Client ID” rather than fixed. The announcement should say; “enter the Client ID – followed by the pound sign”. 3. What is the maximum number of digits that I can use for the password.
Appendix A Troubleshooting CPSEE_TSP500 Hard Drive Diagnostic All CPSEE_TSP500’s are installed with an IDE Smart Drive test/reporting tool. This tool reports the status of the specified IDE Smart Drive. Instructions 1. Login to “root” 2.
Appendix A Troubleshooting Enhanced Logging for Socket Connections The CPSEE_TSP500 now logs when a socket connection closes. Example: tsp06.log:21:10:54.845 tsp06.log:21:12:08.439 Closing Socket on fd 13 - CTI Closing Socket on fd 14 - dumb1 Also, if a second Call Manager or Gateway attempts to connect to the TSP, a message will be logged including the IP Address of the duplicate connection. Example: tsp05.log:20:23:55.378 Duplicate Connection Attempted from 127.0.0.
Appendix A Troubleshooting Page A-6 Version 4.0 CPSEE_TSP500 User Guide This document is confidential and proprietary to SER Solutions and is not for external use.
Index Index A Activating TSP500 3-3 Admin terminal 3-4 Agentless Campaign 4-6 alaw 6-5 ansm silence 6-5 ansm timeout 6-5 Answering machine Enhancements 4-25 Answering machines Detecting beeps 4-25 Detection params 4-25 Area code digits 6-6 Auto Booting 2-5 Activating 2-5 Disable 2-5 auto log 6-7 B BeepQueue 5-18 BeepTimer 5-18 Billing Codes 4-15 BUG 5-3 C CALL 5-4 Calling number 6-7 CampBusy 5-19 CampIdle 5-19 CAPTURE 5-4 CAPTURE_TNUM 5-5 CAPTURE_TRK_AUD 5-5 Card information 7-15 CardExcess 5-19 CardInuse
Index Dual-Tone MultiFrequency 4-10 L E Light display 10-2 LINKP 5-11 LLOOP 5-11 LOAD 5-11 local area code 6-11 local exchange 6-12 local_watt 6-12 locname 6-12 LOG 5-12 long_watt 6-12 E1 Configuration Sample 7-34 Edit Configuration 7-14 ENABLE 5-8 Encore and Conferencing 7-14 EventQue 5-20 Events TSPLogger 8-9 Excess 5-20 M F Feature Integrated Recording 4-5 H HELP 5-8 HTRUNK 5-9 I InbBusy 5-20 InbIdle 5-20 INBOUND 5-9 India Support 4-17 Initilaize Configuration 7-10 INSTALL 5-9 Install flags 5-9 In
Index Protocol Trunk 3-17 Q QCHECK 5-18 QMSG 5-22 QPORT 5-23 QUIT 5-23 Quit 3-3 R RAM Disk 12-7 Reboot TSP500 2-3 RECORD 5-26 Recording Agent 4-5 Recording Resource Manager 12-8 Recording Server 12-7 Redials Of Incompletes 4-23 Restarting Protocols 4-3 Restricted Monitor 4-19 RLOGGER 8-13 Rlogger 8-2 RLOOP 5-26 rna extend time 6-15 Rule0_4 6-15 S Samba Mounting 11-3 Sending user data 4-16 SHOOK 5-26 SHOW 5-27 show board 5-27 show camp 5-27 show cause 5-28 show cmon 5-29 show dsp 5-29 show errors 5-30 show
Index TONE_TIME1 6-17 TONE_TIME2 6-17 TOSSED_MESSAGES 6-17 Tpend 5-22 TpIdle 5-22 TPLAY 5-41 Trace View file 3-16 Trbidle 5-22 TRESET 5-41 Trunk Alerts to Syslogger 4-14 Board number 3-18 Information 7-12 Protocol 7-6 Type 3-18 Utilization files 4-13 Variant 3-18 Wait for digit 3-19 Wait for first digit 3-19 trunk check time 6-17 trunk idle time 6-18 Trunk Storage 7-6 TrunkGroups 6-17 Trunks View file 3-17 trunks.cnf 7-5 TSP Configuration directory structure 7-5 TSP Control 8-7 tsp.
