Proprietary and Contents Section ii M M Aastra – 2489-005
Proprietary and Contents Section 5th Edition (September, 2006) © Copyright 2006 Aastra Intecom Inc. All rights reserved. Information in this manual may change with product revisions. Aastra Intecom may add features or enhancements to the product(s) and/or program(s) described in this manual at any time. Technical Publications freezes the information in this manual based on the specified software and hardware releases. Publications writers incorporate such changes into newly released publication editions.
Proprietary and Contents Section Compliance Aastra declares that the equipment specified in this document is in compliance with the referenced regulatory standards: • • • TELCO: – FCC Part 68 and TIA/EIA-IS-968 Standard. – Industry Canada CS-03 Standard, Parts I, II, and VI. SAFETY: – UL Std. No. 1950, 3rd Ed. – CAN/CSA-C22.2 No.
Proprietary and Contents Section Table of Contents 5th Edition (September, 2006) .....................................................................................iii Contact Information ....................................................................................................iii What to Expect when Contacting Company ...............................................................iii Trademarks and Acknowledgements ..........................................................................
Proprietary and Contents Section Chapter 5 IVC Devices.......................................................................................................... 21 Define IVC Devices: Create an IVC Card ........................................................................ 21 Chapter 6 IVS Phrase Manager........................................................................................... 23 Phrase Manager Software and Hardware Requirements...................................................
Proprietary and Contents Section Phrase File Details ............................................................................................... 43 Edit a Phrase File ................................................................................................. 43 Play a Phrase File................................................................................................. 44 Record a Phrase File ............................................................................................
Proprietary and Contents Section Create an FSK Group........................................................................................................ 78 Assign an FSK Group to a Partition ................................................................................. 79 Create an IVC Card with an FSK Application.................................................................. 80 Enable Caller Identification on an STE Station ................................................................
IVC Card Features and Support About This Publication Overview This publication provides information and procedures to implement and use the Integrated Voice Services (IVS) feature. Audience This publication supports technical and system administrators who are responsible for implementing and using IVS. Organization This manual contains the following chapters.
About This Publication Chapter, Topic Description Chapter 10, Diagnostic Testing Describes how an IVC card, with the proper configuration, can perform diagnostic testing. Chapter 11, Intelligent Queuing Describes the Intelligent Queuing capability of IVS. Provides implementation instructions. Chapter 12, Play IVS Phrase Describes the Play IVS Phrase capability of IVS. Provides implementation instructions. Chapter 13, Whisper Messaging Describes the Whisper Messaging capability of IVS.
IVC Card Features and Support Convention Description Example danger, death, or permanent damage to a system. DO NOT touch exposed wires. Action column In a step/action/result table, contains an instruction. Type SPAR. Result column In a step/action/result table, contains anything important that the action causes to happen. The console displays the new parameter values. References The following publications provide related information.
About This Publication xii M M Publication Number Title Description maintain PointSpan features, system functions, and configurations for cards, ports, and other switch components. 2516-nnn PointSpan Command Reference manual Defines the commands available through an administrative console to access and control the database of a PointSpan system.
IVC Card Features and Support Chapter 1 Integrated Voice Services The Integrated Voice Services™ (IVS) feature provides interactive voice response (IVR) functions without expensive IVR hardware. IVR functions include the generation of prerecorded messages and prompts for caller input. Callers usually provide input through dual-tone multi-frequency (DTMF) tones, which IVS collects and analyzes. The IVS provides a front-end for Automatic Call Distribution (ACD).
Chapter 1, Integrated Voice Services Capability Description Caller Directed Routing Based on caller input (typically in the form of DTMF digits), IVS routes calls to appropriate agents or related systems to provide more effective call processing and responsiveness. Phrase Management The IVS Phrase Manager™ is a PC application that records, uploads, organizes, and manages audio files for use by an IVC card or module.
IVC Card Features and Support Table 2 defines important components of IVS. Table 2. IVS Components Component Description IVS Group A group of IVC cards (associated by a common IVS group number). IVS Phrase Group A set of IVS phrases (associated by a common IVS phrase group number). PointSpan supports up to 500 phrase groups. IVS Phrase Identifier (Phrase ID) A number that identifies a particular phrase within an IVS phrase group.
Chapter 1, Integrated Voice Services Figure 1 shows the general hierarchical relationships of IVS components. IVS GROUP 7 IVS PHRASE GROUP 2 IVS PHRASE GROUP 8 IVS PHRASE GROUP 40 PHRASE ID PHRASE ID PHRASE ID 1 ("Welcome to XYZ Company") PHRASE ID PHRASE ID PHRASE ID PHRASE ID PHRASE ID PHRASE ID P3 one port = one IVC device IVC TX-A R X-A P4 TX-B R X-B Each device can play IVS phrases and collect DTMF digits.
IVC Card Features and Support Beyond creating, loading, and assigning phrases, phrase management requires a detailed call center architecture, including how call guides use phrases and the assignment of different phrases and IVC devices (ports) to IVS phrase groups. Within a switch, the IVS phrase database maintains the relationships between IVC groups, IVS phrase groups, IVS phrases, and IVC devices. Efficient phrase management, however, cannot rely entirely on the switch database.
Chapter 1, Integrated Voice Services 6 M M Phrase ID Phrase Phrase ID Phrase Phrase ID Phrase 14 "thirteen" 54 "thirtieth" 94 "star" 15 "fourteen" 55 "fortieth" 95 "pound" 16 "fifteen" 56 "fiftieth" 96 "A" 17 "sixteen" 57 "sixtieth" 97 "B" 18 "seventeen" 58 "seventieth" 98 "C" 19 "eighteen" 59 "eightieth" 99 "D" 20 "nineteen" 60 "ninetieth" 100 "E" 21 "twenty" 61 "hundredth" 101 "F" 22 "thirty" 62 "thousandth" 102 "G" 23 "forty" 63 "millionth
IVC Card Features and Support Phrase Combination Although a single phrase can contain up to 1.5 hours of audio, many phrases are very short, even single words or sounds. See "System Phrases" for examples. Sequences of Speak IVS Phrase and Speak IVS Data call guide steps allow you to combine such short phrases into longer, more meaningful announcements. How you record and combine phrases is critical.
Chapter 1, Integrated Voice Services Implement Integrated Voice Services The process to implement IVS involves the following stages. Stage Description 1. Install all required IVC cards and modules. See the following procedures: • "Install an IVC Card" • "Install an IVC Module" 2. Create one or more IVS groups, as needed. See the procedure, "Create an IVS group." 3. Create one or more IVS phrase groups, as needed. See the procedure, "Create an IVS Phrase Group." 4.
IVC Card Features and Support Chapter 2 IVC Cards and Modules The hardware that supports Integrated Voice Services (IVS) and provides interactive voice response (IVR) functions is either an Integrated Voice Controller (IVC) card or module. Each IVC card or module supports up to 72 ports for a PointSpan switch. Each port (also called an IVC device) plays IVS phrases and collects dual-tone multi-frequency (DTMF) digits. An IVS phrase can contain speech, tones, music, or other forms of audio.
Chapter 2, IVC Cards and Modules Figure 2 shows the IVC card, with its latches, fuse, and connections. P3 IVC TX-A RX-A P4 TX-B RX-B P2 F9 ACTIVE P1 FAULT MOS MOS REQUEST FACEPLATE FRONT VIEW SIDE VIEW Figure 2.
IVC Card Features and Support + + + + FRONT CABINET SHELF SLOT A -B X-B -A XTX R TX R A B T VE LT S ES TI U O OS U AC FA M M EQ R PointSpan IVC REAR Figure 3 shows the IVC module. Figure 3.
Chapter 2, IVC Cards and Modules Table 4 describes the functions and colors of the LED status indicators on IVC cards and modules. Table 4. IVC Indicators Label Color Indication TX-A Green Blinking indicates the transmission of Sonic A data to the Ethernet. RX-A Green Blinking indicates the reception of Sonic A data from the Ethernet. TX-B Green Blinking indicates the transmission of Sonic B data to the Ethernet. RX-B Green Blinking indicates the reception of Sonic B data from the Ethernet.
IVC Card Features and Support Step 3. Action Insert the card in the slot in the front of the shelf. Slide it toward the back of the shelf while aligning the cable connector with the connectors on the card. Failure to correctly align the card and the cable connector before fully inserting the card can damage connectors. 4. Fully insert the card and engage the locking tabs. 5. Tighten the cable assemblies and ensure that the card is secure.
Chapter 2, IVC Cards and Modules Step Action 4. Place the module in the proper rack location. While holding the module steady, insert two screws through each mounting ear, then tighten them until the module is secure. 5. Connect all cables to the connectors at the rear of the module. Labels on the cables correspond to connectors on the module. 6. Connect the module's power cable to 120 V ac power source at the facility. 7. Turn on the circuit breaker on the rear of the module.
IVC Card Features and Support Chapter 3 IVS Groups An Integrated Voice Services (IVS) group represents a collection of IVC cards (associated by a common IVS group number). An IVS group allows different IVC cards to share common IVS phase groups and phrases. An IVS group contains a list of associated phrase groups and a list of all IVC cards with circuits assigned to it. The IVS group database maintains the relationships between phrase groups and IVC circuits.
Chapter 3, IVS Groups Step 8. Action Result Type L, T, or B. The console displays: SHARE WAIT TIME: NONE, 1-60000ms... => 9. 10. 11. Type None or a value from 1 to 60,000. See "IVS Port Sharing" for details. The console displays: Type a value from 1 to 1000. See "IVS Port Sharing" for details. The console displays: Type the number of a phrase group number. Repeat until you have entered all phrase groups to be associated with this IVS group, then press . MAX COUNT FOR SHARE: 0-1000...
IVC Card Features and Support Step 4. Action Result Type the group number for the existing IVS group. The console displays: GROUP TYPE...INTEGRATED VOICE SERVICES GROUP Specify IVSG Field to Modify or - or ?... => 5. Type one of the following: • − (all parameters) • MCS (Max Count for Sharing) • PGR (Phrase Group Assignments) • SLC (Channel Selection) • SWT (Share Wait Time) • TTL (Title ID for Group) • UGP (User Group) The console displays prompt for one or more IVS group parameters. 6.
Chapter 3, IVS Groups 18 M M Aastra – 2489-005
IVC Card Features and Support Chapter 4 IVS Phrase Groups An Integrated Voice Services (IVS) phrase group represents a set of associated IVS phrases. The combination of a phrase identification number and an associated phrase group number uniquely identifies each phrase in the switch database. Create an IVS Phrase Group Use this procedure to create an IVS phrase group in a PointSpan switch database. Step 1. Action Result At the main Administrative Console prompt, Type IVS.
Chapter 4, IVS Phrase Groups Step Action Result 8. Type Y. The console displays: TABLE CHANGE PERFORMED Modify an IVS Phrase Group Use this procedure to modify the parameters for an existing IVS phrase group in a PointSpan switch database. Step 1. Action Result At the main Administrative Console prompt, Type IVS. The console displays: SELECT COMMAND => IVS SELECT MODE: DISPLAY, PRINT, UPDATE, TITLES => 2. Type U. The console displays: UPDT MODE: C, M, D, R, or ?...=> 3. Type C.
IVC Card Features and Support Chapter 5 IVC Devices An Integrated Voice Controller (IVC) device is a port on either an IVC card or an IVC Small Office Module. Each card or module supports up to 72 ports or devices. The addition of more IVC cards or modules increases the number of available IVC devices. Each port on the IVC device can play IVS phrases and collect digits from callers. Each IVC device is associated with one IVS group.
Chapter 5, IVC Devices Step 6. Action Result Type IVS (Integrated Voice Services) or another appropriate application. The console displays: *** VERIFY DISPLAY *** *** CARD TYPE......IVC *** DOES UPDATE VERIFY? A single IVC card cannot support multiple applications, such as FSK and IVS, simultaneously. You must configure a different IVC card for each different application. 7. Type Y. The console displays: TABLE CHANGE PERFORMED DEDICATED IP ADDRESS or ?...=> 8. 9.
IVC Card Features and Support Chapter 6 IVS Phrase Manager The Integrated Voice Services (IVS) Phrase Manager is a PC application that records, uploads, organizes, and manages audio files for use by an Integrated Voice Controller (IVC) card or module. Any third-party software can record the audio files. However, to ensure that they play at a safe volume, the IVS Phrase Manager must upload them across an Open Application Interface (OAI) channel to a PointSpan switch.
Chapter 6, IVS Phrase Manager Capability Description Display Phrase Time and Details The Phrase Manger lists all the audio phrases in the database and displays the following for each: • Phrase group • Phrase ID • Recording date • Upload data • Playing time • Any optional information, such as descriptive text, associated with the file Upload Phrases The Phrase Manager uploads files across an OAI channel to an Aastra switch.
IVC Card Features and Support Implement the IVS Phrase Manager Implementing the Phrase Manager application requires the following equipment: • Five Internet Protocol (IP) addresses (dummy addresses are valid on a closed network) • An Ethernet hub, switch, or installed Ethernet Bridge Card (EBC) • OAI Toolkit • IVS Phrase Manager software • IVC card, with AMP-to-RJ45 adapter (installed; see "Install an IVC Card") • Four straight-through Ethernet cables (typically blue) The process to install the
Chapter 6, IVS Phrase Manager Step Action Result 3. Type F (Feature Availability). The console displays a list of switch features. 4. Ensure that "IVS SERVICES" indicates "YES." If "IVS SERVICES" indicates "NO," the switch has not enabled the IVS Services feature.
IVC Card Features and Support Figure 4 shows the general connections. Figure 4.
Chapter 6, IVS Phrase Manager Figure 5 shows the connections in greater detail.
IVC Card Features and Support Step Action 1. At a system console, press the control and z keys at the same time (). At the prompt (ENTER COMMAND ->), enter status to display general system information. 2. At the prompt, type either fora or forb to force the system to use server A or server B as the primary server. By forcing the system to use one server for primary system control, you ensure that subsequent steps in this procedure do not affect call processing. Aastra - 2489-005 3.
Chapter 6, IVS Phrase Manager Verify Network Connectivity Use this procedure to verify the connection between the Aastra switch and the network. Step Action 1. On the system console for the primary server, use the or key to access the console monitor screen. At the prompt, type siteid to display system IP addresses. 2. On the system console for the secondary server, use the or key to access the console monitor screen.
IVC Card Features and Support Establish the OAI Channel Use this two-stage procedure to build an Open Application Interface (OAI) channel on a PointSpan switch. The switch requires an OAI channel to communicate with the Phrase Manager application. Stage Description 1 Build the OAI channel in the switch database 2 Verify the OAI channel Build the OAI Channel in the Switch Database Do the following: Step 1. Action Result At the main Administrative Console prompt, type UTIL.
Chapter 6, IVS Phrase Manager Step 10. Action Result Type Y. The system saves the OAI channel information. Verify the OAI Channel Do the following: Step Action Result 1. From a system console, use the or key to access the console monitor screen. At the prompt, enter CCN (the Communication Channels command). The monitor screen displays information for every communication channel on the switch. See "Switch Communication Channels." 2.
IVC Card Features and Support Configure OAI on the Phrase Manager PC Use this two-stage procedure to configure an Ethernet Open Application Interface (OAI) connection on the PC running Phrase Manager. The Phrase Manager application requires this OAI link to transfer audio files from the PC to the switch and to communicate with the switch phrase database. Phrase Manager will not work unless this link is active.
Chapter 6, IVS Phrase Manager Start the OAI Driver on the PC Do the following: Step Action Result 1. Under the Control menu, click Start/Stop. The DCP displays a confirmation that the OAI driver has started. 2. Click OK. Install the Phrase Manager Software Use this procedure to install the Phrase Manager application on the PC. Step Action Result 1. Insert the Phrase Manager CD in the PC's CD-ROM drive. 2. From the Windows desktop, click Start, then click Run. The Run dialog window opens. 3.
IVC Card Features and Support Step 9. Action Result Click Finish. Start Phrase Manager Use this procedure to start the Phrase Manager application. Step 1. Action Result Double-click the IVCload.exe file (in the directory that you specified when you installed Phrase Manager). The Phrase Manager main screen opens. See "Phrase Manager Main Screen.
Chapter 6, IVS Phrase Manager Figure 6 shows the Phrase Manager's main screen. Figure 6. Phrase Manager Main Screen Phrase Manager Main Menus The IVS Phrase Manager utility provides three main menus. 36 M M Menu Function File Menu Provides two commands: • Print Database • Exit Options Menu Provides options for configuring and running the program. Help Menu Displays the current version of the Phrase Manager utility.
IVC Card Features and Support Phrase Manager File Menu The IVS Phrase Manager's File menu provides two commands. Command Function Print Database Prints a list of all phrase files in the PC database and any associated descriptive fields (as shown in the file detail interface). Exit Stops the Phrase Manager utility. The utility prompts for verification before closing the main screen. Phrase Manager Options Menu The IVS Phrase Manager's Options menu provides four commands.
Chapter 6, IVS Phrase Manager The Change File Path command opens the File Location window, shown in Figure 7. Figure 7. File Location Window The Change OAI Driver Info command opens the OAI Driver Information window, shown in Figure 8. Figure 8. OAI Driver Information Window The Resync with Switch DB command reports the differences between the audio files on a PC phrase database and the switch, as shown in Figure 9. Figure 9.
IVC Card Features and Support Phrase Manager Help Menu The Help menu on the Phrase Manager displays the current version of the Phrase Manager application. Phrase File Management Interface The left display area on the Phrase Manager's main screen lists phrases that are in one directory (phrase database) on the PC. A check mark next to any phrase file indicates that it is already on the switch (see "Upload Phrase Files and Phrase Groups to the Switch").
Chapter 6, IVS Phrase Manager Control File List (Display Options) The interface for phrase file management provides several options for how it displays the phrase files in a database. Display Option Description Expand Tree When this option is off, the list shows only phrase groups, as shown in "Expand Tree Off." A checkmark next to "Expand Tree" expands the list to show the phrase files within each group, as shown in "Expand Tree On.
IVC Card Features and Support With the Expand Tree option, the phrase file management interface shows phrase groups and all their phrase files, as shown in Figure 12. Figure 12. Expand Tree On Upload Phrase Files or Phrase Groups to the Switch The interface for phrase file management provides several options for uploading phrases and phrase groups to the switch.
Chapter 6, IVS Phrase Manager If any uploaded phrase does not adhere to mu-law specifications, is too loud, or is otherwise not acceptable for upload, the Phrase Manager displays a message, as shown in Figure 13. See “Phrase File Details Interface” for information on correcting phrase volume. Figure 13.
IVC Card Features and Support Figure 14.
Chapter 6, IVS Phrase Manager The phrase text is available for any appropriate description, including the actual audio phrase. All other information is required. Do not change the name of a phrase file after you have uploaded it to the switch. The switch can not recognize a file if you change its name. After changing any phrase file information, click the Save button. Play a Phrase File To hear any phrase, select it in the phrase file list and click the Play button in the “Phrase File” area.
IVC Card Features and Support Figure 15. Import Phrase File Window The Import File button is disabled if: • Another record operation is in progress. Click the Cancel button. • A file in the phrase files list is selected for play. Click any other file in the list. Automatically Adjust Volume The Volume button in the "Phrase File" area automatically adjusts the volume of the current phrase recording to acceptable levels for the switch. The Phrase Manager asks for confirmation, as shown in Figure 16.
Chapter 6, IVS Phrase Manager Figure 17.
IVC Card Features and Support Chapter 7 Call Guide and Digit Collection Template Call guides and digit collection templates are two extremely important constructs that support the Integrated Voice Services (IVS) feature. Call Guide Support for IVS ACD call guides control core interactive voice response (IVR) functions of Aastra's Integrated Voice Services (IVS) feature. See the ACD Call Guide User Manual (2545nnn) for complete information on call guides and how to create them.
Chapter 7, Call Guide and Digit Collection Template Parameter Function Agent Available Interrupt When this option is enabled, the system can interrupt the silent pause to route the call to an available agent. Otherwise, when this option is not enabled, the system must complete the silence for its entire phrase duration before routing the call to an available agent. By default, the system enables this option.
IVC Card Features and Support Parameter Function IVS Group Assigns an IVS group, by number. The system uses an IVC device associated with this IVS group to collect DTMF digits. Allowable Parameter Types Fixed value, user-defined constant Wait Time for IVS Device Defines the duration that the system waits for an IVC device to become available. Valid values include: Value Meaning 1-255 The duration of the wait, in seconds.
Chapter 7, Call Guide and Digit Collection Template Parameter Function Digit Collection Template Defines a digit collection template, by number, that specifies the number of digits to collect, digit validation information, terminator digits, and inter-digit timing information. See "Digit Collection" for more information. Allowable Parameter Types Fixed value, user-defined constant, user-defined variable, system variable, pre-defined function.
IVC Card Features and Support Parameter Function No Digit Entered Step Defines a call guide step to which the system will proceed if it does not collect digits for a call. This parameter can specify either a step number, a step label, or "Next." Next instructs the system to execute the call guide step that immediately follows the End Get Digits step. Allowable Parameter Types Fixed value, pre-defined constant, user-defined constant, user-defined variable, system variable, pre-defined function, label.
Chapter 7, Call Guide and Digit Collection Template Speak IVS Phrase Step A Speak IVS Phrase (SPHR) call guide step plays a phrase from an IVC device to a connected caller. An IVS phrase can provide speech, tones, music, or other forms of audio. Many third-party recording applications allow you to create phrases for your call center. To make phrases available for inclusion in a call guide, switch control software stores them on one or more IVS cards or modules.
IVC Card Features and Support Parameter Function Wait Time for IVS Device Defines the duration that the system waits for an IVC device to become available. Valid values include: Value Meaning 1-255 The duration of the wait, in seconds. The default is ten seconds. 0 The system will not wait for an available device; it immediately proceeds to the call guide step when no IVC group is available. -1 Indicates "no timing;" the system waits indefinitely for an IVC device to be available.
Chapter 7, Call Guide and Digit Collection Template Speak IVS Data Step A Speak IVS Data (SDAT) call guide step plays a single variable or value to a caller, translating data values into audio phrases. For example, it can translate 6000 into "six, zero, zero, zero." Sequences of Speak IVS Phrase and Speak IVS Data steps can combine phrases to create announcements with more meaning than a single phrase.
IVC Card Features and Support Parameter Function Wait Time for IVS Device Defines the duration that the system waits for an IVC device to become available. Valid values include: Value Meaning 1-255 The duration of the wait, in seconds. The default is ten seconds. 0 The system will not wait for an available device; it immediately proceeds to the call guide step when no IVC group is available. -1 Indicates "no timing;" the system waits indefinitely for an IVC device to be available.
Chapter 7, Call Guide and Digit Collection Template Special Handling of IVS Phrases, Data, and Pauses During call guide processing, an Aastra switch groups the following steps when they are sequential and use the same IVS group: • Announcement Pause step • Goto step • If / Else / End If steps • Set step • Speak IVS Data step • Speak IVS Phrase step A switch stops grouping steps whenever it encounters any other step or one of these steps with a different phrase group.
IVC Card Features and Support Create a Digit Collection Template Use this procedure to create a digit collection template. Step 1. Action Result At the main Administrative Console command prompt, type ACDC. The console displays: SELECT COMMAND => ACDC SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => 2. Type U. The console displays: UPDATE MODE: C-Create; M-Modify; D-Delete ... => 3. Type C. The console displays: SELECT SUBCOMMAND or ? ... => 4. Type T (Digit Collection Template).
Chapter 7, Call Guide and Digit Collection Template Step 9. Action Result Type Y to save the digit collection template. If you type N, the system will not save the digit collection template. Even if the template is not complete or 100% accurate, saving it makes it available for future edits (see "Modify a Digit Collection Template"). If you do not save the template, you must create it again from the beginning.
IVC Card Features and Support Step 6. 7. 8. Action Result Type an appropriate code to make a change to the template. According to your selection, the console displays prompt for you to change parameters.
Chapter 7, Call Guide and Digit Collection Template Digit Collection Parameter Description Digit Validation Specifies one of the following methods to validate the caller input. Method Description Digit Validates each digit individually, one-by-one. A Valid Digits for Digit N parameter defines the valid values for each digit based on its place (N) in the digit string. Range Validates an integer value against a defined range.
IVC Card Features and Support Digit Collection Parameter Description Maximum Number of Digits Defines the maximum number of digits that the system will accept for the digit string or integer. Valid ranges are 0-30 for a digit string or 0-10 for an integer. Maximum Numeric Value Defines the greatest valid value for an integer, from 0 to 2,147,483,647. Minimum Number of Digits Defines the minimum number of digits that the system will accept for the digit string or integer.
Chapter 7, Call Guide and Digit Collection Template Initial Conditions The creation of a call guide requires much prerequisite information and system configuration. Some examples include: • To support ACD, a call guide needs valid agent group directory numbers and user group information. • To support IVR functions, a call guide requires valid IVS group, IVS phrase group, IVC device information. • To support digit collection, a call guide requires a digit collection template.
IVC Card Features and Support Step 8. Action Result At this and subsequent prompts, enter appropriate information to define all of the parameters and variables that this call guide will need. After you define all integer and digit string parameters for the call guide, the console displays either: See the "Call Guide Parameters" in the ACD Call Guide User Manual (2545-nnn). 9. Press the key. PARAMETER N TYPE: I, D, Return=END, or ?... => or VARIABLE N TYPE: I, D, IC, DC, L, Ret=END, ? ...
Chapter 7, Call Guide and Digit Collection Template Modify a Call Guide Use this procedure to modify an existing call guide, changing the instructions that specify how Automatic Call Distribution (ACD) processes calls, the parameters that the call guide uses, or both. Step 1. Action Result At the main Administrative Console command prompt, type ACDC. The console displays: SELECT COMMAND => ACDC SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => 2. Type U.
IVC Card Features and Support Step 6. Action Result Type the code for an operation. After making any change to the call guide, the console displays: Code Operation S Show call guide SA Show abbreviated call guide P Print call guide PA Print abbreviated call guide I Insert a step T Modify title R Replace a step UG Modify user group D Delete a step V Validate call guide MODIFY TYPE, RETURN=end, or ?... => or Type the code to add, delete, or modify variables, parameters, or labels.
Chapter 7, Call Guide and Digit Collection Template Step 7. Action Result Repeat step 6 until you have made all intended changes to the call guide. Then press the key. If your call guide contains logic errors or omissions, the console prompts you for corrections. When the call guide contains no errors, the console displays the entire call guide, with all steps in order, for verification. The display ends with: DOES UPDATE VERIFY => 8. Type Y to save your changes.
IVC Card Features and Support Chapter 8 IVS Support for CLASS Features CLASS (Custom Local Area Signaling Services) features are a bundled set of telephony capabilities provided by PointSpan. Although these features have been readily available in public markets for many years, PointSpan supports them in private networks where they are otherwise unavailable. The Interactive Voice Services (IVS) feature supports CLASS features by providing interactive voice response (IVR) functions.
Chapter 8, IVS Support for CLASS Features IVS Support for Anonymous Call Rejection IVS can support the Anonymous Call Rejection CLASS feature. When a user activates Anonymous Call Rejection, the system blocks any incoming calls for which the calling party number is "private." Callers who have blocked their numbers from Caller ID will hear an announcement that the user does not accept anonymous calls. The announcement recommends that the caller remove blocking and call back.
IVC Card Features and Support Caller ID, which identifies the original subscriber line, provides the following information for the originating call: • Calling party's number • Calling party's name (the name, if available, associated with the directory listing) • Date of call • Time of call The system sends the calling party information on the destination subscriber loop between the first and second rings. It sends the information serially as two tones in FSK mode.
Chapter 8, IVS Support for CLASS Features Table 7. Calling Party Number Format If Then An internal call originates from a directory number with the same User Group as the destination number. The calling party's number is a directory number. or An internal call originates from a directory number with a User Group that shares the same directory number allocation as the destination number's User Group.
IVC Card Features and Support Stage Description 2 Assign an appropriate IVS group to each partition that supports stations with CLASS features. See "Assign an IVS Group to a Partition" for a procedure. 3 Assign all appropriate phrase groups to CLASS features user groups. See "Assign an IVS Phrase Group to a CLASS User Group" for a procedure. Table 8 shows all of the system phrases required to support CLASS features.
Chapter 8, IVS Support for CLASS Features 72 M M Phrase ID Phrase Related CLASS Features 13 "twelve" Automatic Recall 14 "thirteen" Automatic Recall 15 "fourteen" Automatic Recall 16 "fifteen" Automatic Recall 17 "sixteen" Automatic Recall 18 "seventeen" Automatic Recall 19 "eighteen" Automatic Recall 20 "nineteen" Automatic Recall 21 "twenty" Automatic Recall 22 "thirty" Automatic Recall 23 "forty" Automatic Recall 24 "fifty" Automatic Recall 34 "first" Automatic
IVC Card Features and Support Aastra - 2489-005 Phrase ID Phrase Related CLASS Features 54 "thirtieth" Automatic Recall 55 "fortieth" Automatic Recall 65 "January" Automatic Recall 66 "February" Automatic Recall 67 "March" Automatic Recall 68 "April" Automatic Recall 69 "May" Automatic Recall 70 "June" Automatic Recall 71 "July" Automatic Recall 72 "August" Automatic Recall 73 "September" Automatic Recall 74 "October" Automatic Recall 75 "November" Automatic Recall
Chapter 8, IVS Support for CLASS Features 74 M M Phrase ID Phrase Related CLASS Features 128 "from" Automatic Recall 129 "last received number not available" Automatic Recall 130 "received at" 131 "private" Automatic Recall • Automatic Recall • Selective Call Forwarding 132 "Please press 1 to complete your call or hang up to cancel" Automatic Recall 133 "Selective Call Forwarding is on." Selective Call Forwarding 134 "Selective Call Forwarding is off.
IVC Card Features and Support Aastra - 2489-005 Phrase ID Phrase Related CLASS Features 150 "Your list is full. You must remove a number from the list before you can add a new one." Selective Call Forwarding 151 "Dial the number to be added, followed by the pound key. To add the previous caller to your list, press zero one followed by the pound key." Selective Call Forwarding 152 "The number for the previous caller is not available.
Chapter 8, IVS Support for CLASS Features Phrase ID Phrase Related CLASS Features 168 "The number of the last calling party is not available." Selective Call Forwarding 169 "Anonymous calls are now blocked." Anonymous Call Rejection 170 "Anonymous calls are now allowed." Anonymous Call Rejection 171 The number you have dialed is not accepting anonymous calls. Please unblock your caller ID and call again." Anonymous Call Rejection 172 "There is one private entry on your list.
IVC Card Features and Support Step 7. Action Result Press the key. The console displays the configuration parameters for the physical partition, followed by: DOES UPDATE VERIFY ? => 8. Type Y. The system saves the configuration for the partition, enabling it to use IVS for CLASS features. Assign an IVS Phrase Group to a CLASS User Group Use this procedure to assign an appropriate IVS phrase group to a user group that supports CLASS features.
Chapter 8, IVS Support for CLASS Features Step Action Result 9. Type Y. The system saves the user group with new parameters. Enable IVS Support for Caller Identification The following table shows the activities to enable IVS to support Caller Identification (Caller ID) with name and number delivery. These activities differ from the activities that enable other CLASS features. Stage Description 1 Create a Frequency Shift Keying (FSK) group. See "Create an FSK Group" for a procedure.
IVC Card Features and Support Step 4. 5. 6. Action Result Type an available group number for the FSK group. The console displays: ENTER GROUPS TYPE or ?... => Type FSKG (Frequency Shift Keying Group). The console displays: At this and subsequent prompts, enter appropriate parameter values for the FSK group. After you define all of the parameters for the FSK group, the console displays them, followed by: ENTER TITLE:...________ => DOES UPDATE VERIFY => 7. Type Y to save the FSK group.
Chapter 8, IVS Support for CLASS Features Create an IVC Card with an FSK Application Use this procedure to create a new IVC card configuration that provides an FSK application. An IVC card must have this configuration to support caller ID with name and number delivery. All of the ports on an IVC card with the FSK application must be assigned to the same FSK group.
IVC Card Features and Support Enable Caller Identification on an STE Station Use this procedure to enable the Caller ID function on any port for a Standard Telephone Equipment (STE) phone station. This procedure modifies an existing port. Step 1. Action Result At the main Administrative Console prompt, type FONE. The console displays: SELECT COMMAND => FONE SELECT MODE: PRINT, DISPLAY, UPDATE => 2. Type U. The console displays: UPDT MODE: C-Create M-Modify D-Delete... => 3. Type M.
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IVC Card Features and Support Chapter 9 Port Sharing The Integrated Voice Services (IVS) Port Sharing feature enables several callers to share the same Integrated Voice Controller (IVC) device (port), which improves the efficiency of port use. With this feature, multiple calls can access a port to allow different callers to listen to the same message at the same time. IVS messages can be requested by either a command (step) in a call guide or by the Whisper Messaging function.
Chapter 9, Port Sharing An IVS message can be requested by either a call guide command (step) or the Whisper Messaging function. If an IVC device is immediately available, the system delays for the duration defined by the Share Wait Time value to allow other calls to request the same message. During this delay, if a number of calls equal to the Maximum Count for Share value request the same message, the IVC device immediately plays the message.
IVC Card Features and Support Chapter 10 Diagnostic Testing An IVC card can, with the proper configuration, perform diagnostic tests. In this way, an IVC card can replace a Diagnostic Test Interface (DTI) card. An IVC card contains a DTI circuit that supports many, but not all, diagnostic tests. For example, an IVC card does not support Trunk Gain tests or other tests that require the test bus. See "Diagnostic Tests Supported by IVC" for descriptions of the supported tests.
Chapter 10, Diagnostic Testing Configure an IVC Card to Support Diagnostic Testing Use this two-stage procedure to configure an IVC card to support diagnostic tests. Stage Description 1 Establish a diagnostic group 2 Configure an IVC card as an IMSF card with an IDTI application Establish a Diagnostic Group To run diagnostic tests, you must create a diagnostic group for the switching partition that contains the IVC card (and its ports). Step 1.
IVC Card Features and Support Step 7. Action Result Type the correct number for the PointSpan partition that contains the IVC card. The console displays: *** VERIFY/DISPLAY *** diagnostic group title ***..DIAGNOSTIC INTERFACE..# ***..SWITCHING PARTITION..# The group title, group number, and partition match the values you selected in previous steps. 8. Type Y to save the new diagnostic group.
Chapter 10, Diagnostic Testing Step 6. Action Result Enter S to select the standard template for the MSF application. The console displays: Valid characters to define the MSF application for an IMSF card are: • S (Standard template with DTI circuit) • M (Standard template with MF transmitters / receivers) • E (All energy detectors) • D (All DTMF receivers) • C (All 8 port conference bridges) • T (All 12 port conference bridges) • P (Call Progress Tone Detection) APPLICATION NAME or ?...
IVC Card Features and Support Chapter 11 Intelligent Queuing The Integrated Voice Services (IVS) feature provides optional Intelligent Queuing, in which the system gives each caller an anticipated wait time before an agent will answer the call. Intelligent Queuing helps a caller decide whether or not to continue to hold. If the wait time is short, they may stay on longer than they would if they did not know the wait time.
Chapter 11, Intelligent Queuing Stage Description 3 Enable the system to maintain the current pilot queue depth. Otherwise, by default, Intelligent Queuing only provides the estimated time for answer for a new call, when it first arrives. The current pilot queue depth allows the system to update the estimated time until answer for calls while they wait in queue. See "Enable Current Pilot Queue Depth" for a procedure.
IVC Card Features and Support Step 6. Action Result Type N or O, as appropriate. The console displays PDT information, followed by: INFORMATION TYPE or ?; Return=END... => 7. Type ACD. The console displays: ENTER ACD PARAMETER or ?... => 8. Type QPR (Queue Passage Rate). The console displays PDT information, followed by: INFORMATION TYPE or ?; Return=END... => 9. Type IQD (Initial Queue Depth). The console displays PDT information, followed by: INFORMATION TYPE or ?; Return=END... => 10.
Chapter 11, Intelligent Queuing Enable Current Pilot Queue Depth Use this procedure to enable the system to update the estimated time until answer for calls while they wait in queue. Without the current pilot queue depth enabled, Intelligent Queuing only provides the estimated time for answer when a call first arrives. Step 1. Action Result At the main Administrative Console prompt, type SPAR. The console displays: SELECT COMMAND => SPAR SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => 2. Type U.
IVC Card Features and Support Call Guide Variables for Intelligent Queuing The following table describes system variables that are available for use in call guides to support the Intelligent Queuing feature. Aastra - 2489-005 Variable Parameters Type PILOTQPR Agent Group Integer Pilot Directory Number or Agent Group Pilot User Group (both optional) Use Description Read-only Returns the queue passage rate (number of calls per hour) for a pilot.
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IVC Card Features and Support Chapter 12 Play IVS Phrase With the Play IVS Phrase feature, a user of an Automatic Call Distribution (ACD) station (such as an agent or supervisor) can listen to Integrated Voice Services (IVS) phrases stored on an Integrated Voice Controller (IVC) card. A user enters the phrase group and phrase Identification number to select a phrase. Play an IVS Phrase Use this procedure from an Automatic Call Distribution station to play an IVS phrase. Step Action Result 1.
Chapter 12, Play IVS Phrase Step 4. Action Result Do one of the following: • Press the pound (#) key to repeat the phrase • Dial another phrase ID number to hear a different message in the same phrase group • Hang up and repeat steps 1-4 to hear messages in another phrase group • Hang up (to end the Play IVS Phrase feature) Enable Play IVS Phrase The following table shows the activities to enable the Play IVS Phrase feature. Stage Description 1 Configure voice lines to play IVS phrases.
IVC Card Features and Support Step 3. Action Result Type M. The console displays: DIRECTORY NUMBER or ?... => 4. 5. Type the directory number for the line to modify. Type the number of the User Group associated with the line. The console displays: USER GROUP... => The console displays: DIRECTORY TYPE...VOICE LINE Specify VLIN Field to Modify or - or ?... => 6. Type DIA (Diagnostics). The console displays: STATION DIAGNOSTICS ALLOWED: Y=YES N=NO... => 7. 8.
Chapter 12, Play IVS Phrase Step 3. Action Result Type M. The console displays: SPECIFY TEMPLATE NUMBER:... => 4. 5. Type the number of the button template to modify. Type BTN. The console displays: Specify BTNS Field to Modify or - or ?... => The console displays: BUTTON NUMBER TO MODIFY: Return=END... => 6. 7. Type the number of the button to modify on the template. Type PIVS (Play IVS Phrase). The console displays: BTN-NN TYPE: S=Sel; U=Unas; Feature or ?...
IVC Card Features and Support Step 4. Action Result Type a 1-4 digit feature code. The console displays: Feature Mnemonic or ?... => A user must end any 1-3 digit code with a pound (#) to activate the Play IVS Phrase feature. 5. Type PIVS (Play IVS Phrase). The console displays: Type: A=Add; C=Chg; R=Rem; D=Dsp; Rtn; or ?... => 6. Press the key. The console displays the Numeric Feature Interpret Table, followed by: DOES UPDATE VERIFY? 7. Type Y.
Chapter 12, Play IVS Phrase Step 6. Action Result Type PIVS (Play IVS Phrase). The console displays directory number information, followed by: DOES UPDATE VERIFY? 7. 100 M M Type Y. The system saves the Play IVS Phrase feature directory number.
IVC Card Features and Support Chapter 13 Whisper Messaging Integrated Voice Services (IVS) can play audio messages on a destination phone (such as an ACD agent station) before the switch connects the incoming call. A whisper message typically provides information about the inbound call. Table 9 describes the three different types of whisper messages. Table 9.
Chapter 13, Whisper Messaging Sequence 5 Event After completing the message, the switch connects the caller to the destination station. Table 11 shows three different sources can play whisper messages. If the system database does not define at least one whisper message source, the switch immediately connects calls to their destinations, skipping whisper messages. Table 11.
IVC Card Features and Support Source Description Switch Database Requirements Broadcast Trunk When playing a whisper message from a broadcast trunk, the system connects to a trunk that continuously repeats the same message. The caller hears the message in progress (not necessarily from the beginning). The switch connects the call to the trunk for the duration of the broadcast announcement length (BAL). Broadcast trunk group The BAL is a Group (GRPS) parameter.
Chapter 13, Whisper Messaging Assign a Whisper Message to a User Group Use this procedure to assign a whisper message to a user group that supports Dialed Number Identification System (DNIS) definitions. Step 1. Action Result At the main Administrative Console prompt, type UGRP. The console displays: SELECT COMMAND => UGRP SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES => 2. Type U. The console displays: UPDATE MODE: C-Create M-Modify D-Delete => 3. Type M.
IVC Card Features and Support Step 9. Action Result Type an appropriate title. The console displays: DNIS DESTINATION NUMBER or ?...=> 10. 11. 12. 13. Type the four digit destination DNIS (such as 6005) for which the system will play whisper messages. Type the number of the user group associated with the DNIS number. Type a text message that will appear on a phone display while the system plays a whisper message or type N for no display message. The console displays: USER GROUP...
Chapter 13, Whisper Messaging Step 22. 23. 24. 25. 26. Action Result Type an appropriate pilot music source. The console displays: Type an appropriate value to hold or transfer the music source. Type an appropriate ACD queuing priority option. Type an appropriate queuing priority level, from 0 to 7. A value of 0 (zero) indicates no level. Type either Y or N. HELD/XFER MUSIC SOURCE or ?...=> The console displays: ACD QUEUING PRIORITY OPTION: C, D, T, or ?...
IVC Card Features and Support Step 5. 6. 7. Action Result Type the number of the user group associated with the ACD pilot. The console displays: Type AWM (ACD Whisper Message Source). Specify ACD Field to Modify or - or ?... => The console displays: ACD WHISPER MESSAGE SOURCE GROUP or ?... => To assign an announcement trunk as the message source, skip to step 8. To assign a broadcast trunk as the message source, skip to step 11. To assign an IVC device as the message source, skip to step 13. 8.
Chapter 13, Whisper Messaging Assign a Whisper Message to a Trunk Group Use this procedure to assign a whisper message for all calls from a specific trunk group. Step 1. Action Result At the main Administrative Console prompt, type GRPS. The console displays: SELECT COMMAND => GRPS SELECT MODE: PRINT, DISPLAY, UPDATE, TITLES, SEARCH => 2. Type U. The console displays: UPDATE MODE: C-Create M-Modify D-Delete P-Copy => 3. Type M. The console displays: SPECIFY GROUP NUMBER:... => 4. 5. 6.
IVC Card Features and Support Step 12. 13. 14. 15. Action Result Type the IVS group number associated with the whisper message. The console displays: Type the IVS phrase group number associated with the whisper message. Type the IVS phrase identification number for the whisper message. Press the key. IVS PHRASE GROUP or ?... => The console displays: IVS PHRASE ID or ?... => The console displays: Specify TGRP Field to Modify or - or ?...
Chapter 13, Whisper Messaging Step 6. Action Result Type WDW. The console displays: WHISPER DEVICE WAIT TIME: 115 seconds or N=None... => 7. 8. Type a number of seconds from 1 to 15 to set the WDW time, or type 0 to set no WDW time. Press the key. The console displays: SPECIFY FIELD TO MODIFY or - or ?... => The console displays user group information, including the WDW time, followed by: DOES UPDATE VERIFY? 9. Type Y to save the user group with new WDW time.
IVC Card Features and Support Step 7. 8. Action Result To specify a whisper message number, type ACD. Otherwise, skip to step 10. The console displays: Type MSG (Message Number). The console displays: ENTER ACD PARAMETER or ?... => ENTER IVR MESSAGE NUMBER... => 9. Type the message number. The console displays PDT information, followed by: INFORMATION TYPE or ?; Return=END...
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