ReadiVoice® Administration & Maintenance Guide
ReadiVoice Administration & Maintenance Guide Trademark Information Polycom®, the Polycom logo design, ReadiVoice®, InnoVox®, and the Voyant logo are registered trademarks of Polycom, Inc. Voyant TechnologiesTM is a trademark of Polycom, Inc. All other trademarks are the property of their respective owners. Patent Information The accompanying product is protected by one or more U.S. and foreign patents and/or pending patent applications held by Polycom, Inc. Catalog No. 3725-70003-009F v. 2.56.
Contents About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvi Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii 1 Introducing the ReadiVoice® System What is the ReadiVoice System? .
ReadiVoice Administration & Maintenance Guide Working with Translation Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Adding Translation Numbers to a Bridge . . . . . . . . . . . . . . . . . . . . 23 Changing the Translation Numbers Assigned to a Bridge . . . . . 24 Working with Bridge Groups and Routing Lists . . . . . . . . . . . . . . . . . . . . . 25 Managing Bridge Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a Bridge Group . . . . . . . .
Contents Deleting an Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Defining Invalid Subscriber Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Adding Entries to the List of Invalid Subscriber Passwords . . . . . . . . 66 Deleting Entries from the List of Invalid Subscriber Passwords . . . . . 67 3 Monitoring the ReadiVoice System Accessing the Monitoring Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ReadiVoice Administration & Maintenance Guide Purging the CacsEventUpdate Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Purging the AccOptChanges Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Infrequent Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Stopping and Restarting ReadiVoice Processes . . . . . . . . . . . . . . . . . 111 Rebooting the Sun Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Logging Database Activity with the Database Monitoring Script . . 148 Running the dbMon.pl Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Contents of dbMon.pl Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Telephony Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Dial-Out Channel Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Dial-In Channel Testing . . . . . . . . . . .
ReadiVoice Administration & Maintenance Guide Call Flow Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 B CDR Data Reference CDR Processing Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Informix CDR Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 C SNMP Events and Alarms SNMP Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Figures Figure 2-6 Routing Lists page (routed system only) . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 2-7 Edit Routing List page (routed system only) . . . . . . . . . . . . . . . . . . . . 28 Figure 2-8 Number Groups page (routed system) . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 2-9 Access Classes page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Figure 2-10 Access Phone Numbers page . . . . . . . . . . . . . . . . . . .
ReadiVoice Administration & Maintenance Guide x Figure 3-20 Applet window with details for the selected channel (port) . . . . . . . . 89 Figure 4-1 Checking the ReadiVoice processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Figure 4-2 Checking the Informix database space . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Figure 4-3 Checking Informix users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Figure 4-4 Checking logical logging . . .
Figures Figure A-18 Conference security code process (participant) . . . . . . . . . . . . . . . . . . 222 Figure A-19 Music hold process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Figure A-20 Name record process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 Figure A-21 Locked/full conference process (participant) . . . . . . . . . . . . . . . . . . . 225 Figure A-22 Operator wait process . . . . . . . . . . . . . .
ReadiVoice Administration & Maintenance Guide Tables xii Table 2-1 Maximum number of translation numbers needed per bridge . . . . . . 22 Table 2-2 Provider Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Table 2-3 Group Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Table 2-4 Company Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tables Table C-2 The SNMP MIB’s system histogram table . . . . . . . . . . . . . . . . . . . . . . 264 Table C-3 The SNMP MIB’s bridge information table . . . . . . . . . . . . . . . . . . . . . 264 Table C-4 The SNMP MIB’s bridge histogram table . . . . . . . . . . . . . . . . . . . . . . . 265 Table C-5 SNMP log file fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 Table C-6 Histogram log file fields . . . . . . . . . . . . . . . . . . . . . . . . . .
ReadiVoice Administration & Maintenance Guide xiv Proprietary & Confidential
About This Manual This introduction provides a brief overview of the ReadiVoice Administration & Maintenance Guide, describes the conventions used in this manual, and explains how to get additional information or support. Purpose This manual is for administrators of a ReadiVoice system. It covers: • Administering the ReadiVoice application. Describes using the Web-based System Administration interface to add, modify, and view the system and user data. • Monitoring the ReadiVoice system.
ReadiVoice Administration & Maintenance Guide Document Conventions This document uses the following typographical conventions. Typeface Usage bold Names of fields, screens, windows, dialog boxes, and other user interface elements; for example: italics 1 Type the number into the Phone Number field and click Dial. 2 Click Cancel to close the dialog box.
About This Manual Support Recognizing that technology alone cannot solve today’s complex challenges, Polycom Global Services provides the industry’s best technical support staff and programs to let you concentrate on the task at hand. ReadiVoice users can select from a variety of support solutions to obtain the level of support that best meets their needs. Before contacting your Polycom Global Services representative for technical assistance, gather as much information as possible about your situation.
ReadiVoice Administration & Maintenance Guide xviii Proprietary & Confidential
1 Introducing the ReadiVoice® System This chapter offers a general overview of the ReadiVoice conferencing system and its features, functionality, and components. What is the ReadiVoice System? The ReadiVoice is the industry-leading, on-demand conferencing system. It provides an easy-to-use, reliable, scalable, and full-featured conferencing solution. A ReadiVoice conference may contain up to 300 participants, including the conference leader(s).
ReadiVoice Administration & Maintenance Guide Starting and Joining a Conference Once provisioned, a subscriber can hold a conference at any time. No advance reservation is necessary or possible. Subscribers can start conferences from any touchtone telephone by dialing the access phone number and providing their access code (if any) and subscriber password when prompted. Participants join a conference by dialing the access phone number and providing their access code or participant password.
Introducing the ReadiVoice® System Managing Your ReadiVoice System Day-to-day management and operation of your ReadiVoice system is accomplished using operator/maintenance stations, which are typically standard PCs connected to your company’s LAN (local area network) or WAN (wide area network).
ReadiVoice Administration & Maintenance Guide When operators answer a request or select a conference to monitor, the system registers them for the conference and displays all the available information about the conference and its participants. If an operator’s duties include provisioning as well as answering operator requests, the operator can switch to the Provisioning interface by clicking the Provisioning button on the Operator page.
Introducing the ReadiVoice® System Components of the ReadiVoice System A ReadiVoice system includes: • A Conference Allocation and Control System (CACS) server. • Up to twelve InnoVox media servers (conferencing bridges), providing up to 5,760 ports in a single system, or one InnoVox media server, providing 4032 ports in a single 13U bridge cabinet. • An optional boot server from which the bridges boot.
ReadiVoice Administration & Maintenance Guide The SCP (if required), subscriber database, and Web server can physically reside on the CACS server. In large systems, however, these components may be distributed among multiple servers in order to distribute the processing load.
Introducing the ReadiVoice® System 4 The carrier switch uses the routing solution to route the call to the InnoVox bridge selected by the CACS call router. Figure 1-2 summarizes this INCR signaling flow. 5 When the call reaches the bridge, the ReadiVoice system places it into an interactive call flow script to guide the caller into the conference. In a fixed access system, the script collects the access code (if needed).
ReadiVoice Administration & Maintenance Guide Figure 1-2 ReadiVoice-PSTN INCR signaling flow Start User dials ReadiVoice access phone number Originating switch recognizes that the number requires carrier common channel signaling network handling Originating switch initiates carrier common channel signaling network query to CACS If applicable, collects access code. Is the conference underway? Yes Are there enough ports? No ReadiVoice is not available. Try again. (Or special network handling.
Introducing the ReadiVoice® System ReadiVoice-IP Systems All ReadiVoice-IP systems are routed. That is, the CACS uses SIP (Session Initiation Protocol) signaling over IP to route calls dynamically among available bridges. Figure 1-3 provides a high level view of the components in a ReadiVoice-IP system.
ReadiVoice Administration & Maintenance Guide ReadiVoice-IP Call Processing When a caller dials a ReadiVoice-IP subscriber’s access phone number on a typical ReadiVoice system: 1 The SIP Invite message from the caller‘s SIP user agent (perhaps a SIP telephone) reaches the call-control portion of the CACS. If the SIP invite contains no access code: a The CACS directs the call to a bridge with a free port and runs a bridge script that prompts the caller for the access code.
Introducing the ReadiVoice® System “Dialing” in ReadiVoice-IP Systems For the sake of simplicity, we refer to “dialed phone numbers” throughout this document. Actually, in IP telephony, end points are identified by a Universal Resource Identifier (URI). This URI resembles an email address: phonecontact@domain. Domain is pretty much what one would expect: something.com or something.org, for example.
ReadiVoice Administration & Maintenance Guide ReadiVoice Call Flow The basic call flow is the same for ReadiVoice-PSTN and ReadiVoice-IP (see Figure 1-4). Various system-level and subscriber-level configurations and settings affect the basic call flow, however. The sections that follow describe some of these call flow differences. How Quick-Start and Conference Continuation Affect Call Flow By default, conferences start when the subscriber arrives and end when the subscriber leaves.
Introducing the ReadiVoice® System Figure 1-4 ReadiVoice call flow (1) In an Intelligent Network Call Routing (INCR) system, the carrier's network takes care of this. (2) If the Access Phone Number is shared, an Access Code is required to identify the specific subscriber. (3) Depending on your system configuration, additional Access Code prompts may be possible. (4) If account has Roll Call feature enabled.
ReadiVoice Administration & Maintenance Guide How A Two-Password Configuration Affects Call Flow In the traditional ReadiVoice call flows, the system: • Prompts all callers for an access code (unless the subscriber has a private access number) to identify the conference. • Prompts callers to identify themselves as subscribers by pressing *. • Prompts the subscribers for their subscriber password.
2 Administering the ReadiVoice System This chapter describes how to use the ReadiVoice system’s Web-based System Administration interface to add, modify, and view the system and user data.
ReadiVoice Administration & Maintenance Guide Opening ReadiVoice System Administration You can access the ReadiVoice System Administration interface from any computer that can connect to the ReadiVoice system’s Web server and has a compatible Web browser (Microsoft Internet Explorer, version 5.5 or later, is compatible with all ReadiVoice interfaces). Access is restricted to authorized users. You must know the correct user name and password.
Administering the ReadiVoice System Figure 2-1 System Administration home page Figure 2-2 Login dialog box 3 Proprietary & Confidential Enter a user name and password authorized for Administration access. Then click OK.
ReadiVoice Administration & Maintenance Guide Maintaining Bridge Information When Polycom installs your ReadiVoice system, we configure the application with the correct bridge information. If any of this information changes, you must update the system’s bridge table. Contact your Polycom Global Services representative before making any changes to your system’s bridge configuration.
Administering the ReadiVoice System 4 In the Add Bridge section at the bottom, complete the following fields: Reserve Ports — Enter the number of ports you want to reserve for operator voice paths. These ports are not available for conferencing. Trans DNIS Length — For IP systems, this is the number of digits in each translation number. For PSTN systems, enter the number of DNIS (dialed number identification service) digits the network delivers to the bridge.
ReadiVoice Administration & Maintenance Guide 7 In the navigation bar, click Bridges. 8 To make the bridge available for service, select In Service in its Bridge Status field and click the Commit button (blue “c”). The system confirms that the bridge’s status has been changed and provides a link back to the Bridges page. Figure 2-3 Bridges page Modifying an Existing Bridge 1 In the System Administration navigation bar, click Bridges. The Bridges page appears (Figure 2-3).
Administering the ReadiVoice System The value in the Bridge ID field must be unique and must correspond to the bridge’s appBridgeID value in the vbootp.db file. If the bridge was properly configured in VBootP, its Bridge ID was set correctly when it was added to the ReadiVoice database, and it shouldn’t be changed. Caution! 4 To save your changes, click the Commit button (blue “c”). The system confirms that the bridge has been modified and provides a link back to the Bridges page.
ReadiVoice Administration & Maintenance Guide Working with Translation Numbers A translation number is the telephone network’s translation of the dialed telephone number into a number used to route the call: • • For a routed PSTN system, your carrier provides a block or blocks of translation numbers.
Administering the ReadiVoice System These numbers are the worst-case scenario: each conference contains three lines, and each line used a different access nmber. You may be able to reduce these numbers further, especially if most of your subscribers use a single access number from your primary access class, and the other access classes are used rarely. But, do so with caution. If a bridge runs out of translation numbers, no more calls can connect to it, even though ports are available.
ReadiVoice Administration & Maintenance Guide 6 Click the Add button. The system assigns the translation numbers to the bridge. For a large block, this may take several minutes. When finished, it confirms that the translation numbers have been added and provides a link back to the Translation Numbers page. 7 Click the link to return to the Translation Numbers page. The new row appears in the list. A blank row below lets you add additional blocks of numbers.
Administering the ReadiVoice System Working with Bridge Groups and Routing Lists Bridge groups and routing lists apply only to routed systems (PSTN or IP). If you have a non-routed system, the access phone number determines which bridge receives a call, and this section doesn’t apply to you. In a routed system, bridge groups and routing lists control the routing of calls among bridges.
ReadiVoice Administration & Maintenance Guide Figure 2-5 Bridge Groups page (routed system only) Repeat the above procedure to add another bridge group. When you’re finished, make the necessary changes to the routing lists. See “Managing Routing Lists” on page 27. Modifying a Bridge Group 1 To change the bridges in the group, select or clear their check boxes. 2 To change the name of the group, edit its Bridge Group Name entry. 3 Click the entry’s Commit button (blue “c”).
Administering the ReadiVoice System Managing Routing Lists This section applies only to routed systems (PSTN or IP). In a routed system, routing lists control how calls are routed to the bridges in your system. Each routing list contains one or more bridge groups, listed in order of preference, to which calls can be routed. By default, your system contains the routing list Any Bridge, which contains the default bridge group All Bridges. You can’t modify or delete this routing list (but need not use it).
ReadiVoice Administration & Maintenance Guide Modifying a Routing List 1 On the Routing Lists page, find the entry you want to modify and click its Edit Routing List button. The Edit Routing List page appears (Figure 2-7). It lists the bridge groups included in this routing list in order of priority. If you just created this routing list, it contains only one bridge group entry, All Bridges, with its Search Order field set to 1.
Administering the ReadiVoice System 7 Click the link to reload the Edit Routing List page. The bridge group entry you deleted is gone from the list. The system doesn’t update the Search Order numbers of remaining entries. If there were three bridge groups with priority numbers 1, 2, and 3, and you delete the second, the two remaining entries are numbered 1 and 3. Change the entry numbered 3 to 2 in order to maintain sequential numbering and avoid possible confusion in the future.
ReadiVoice Administration & Maintenance Guide Working with Number Groups Number groups are logical groupings of telephone numbers used to control the assignment of access phone numbers to subscribers. In a routed system, each number group is associated with a routing list that controls the routing of calls among bridges (see “Working with Bridge Groups and Routing Lists” on page 25). Each number group can have one or more subscriber groups associated with it.
Administering the ReadiVoice System Adding a Number Group 1 In the System Administration navigation bar, click Number Groups. The Number Groups page appears (Figure 2-8).The list shows the existing number groups. Below that, a blank input field and Add button (green “+”) let you add number groups to the list. 2 In the blank Name field, enter a name for the number group you want to create. The name may be up to 30 characters long and may contain spaces and punctuation.
ReadiVoice Administration & Maintenance Guide Modifying a Number Group 1 In the navigation bar, click Number Groups. The Number Groups page appears, listing the available number groups. 2 To rename a number group, edit its name. 3 To change its routing list assignment, select the one you want in the Routing List field. 4 Click the Commit button (blue “c”). The system confirms that the number group has been modified and provides a link back to the Number Groups page.
Administering the ReadiVoice System Working with Access Classes Access classes are logical groupings of access phone numbers you can use to group numbers by carrier, kind of number (such as toll-free), or other criteria. You can create as many classes as you want. A subscriber can have one access phone number from each access class, so multiple classes let you offer subscribers multiple access numbers. All access phone numbers belong to an access class. One class, LOCAL, exists automatically.
ReadiVoice Administration & Maintenance Guide Renaming an Access Class 1 In the navigation bar, click Access Classes. The Access Classes page appears, listing the available access classes. 2 Find the class you want to rename and type the new name into its New Name field. 3 Click its Commit button (blue “c”). The system confirms that the access class has been modified and provides a link back to the Access Classes page. 4 Click the link to reload the Access Classes page.
Administering the ReadiVoice System Working with Access Phone Numbers Access phone numbers are the telephone numbers (or, for IP systems, SIP addresses) that customers dial to reach your ReadiVoice system. They’re often toll-free numbers, and your carrier usually tells you which numbers to use. In the ReadiVoice system, access numbers have several characteristics: Access Type. A routed system can have two access types: Private — A private number is assigned to only one subscriber.
ReadiVoice Administration & Maintenance Guide Adding Access Phone Numbers To put the new access phone numbers into a new number group or access class, create the number group or access class first. See “Adding a Number Group” on page 31 or “Adding an Access Class” on page 33. To add an access phone number: 1 In the System Administration navigation bar, click Access Numbers. The Access Phone Numbers page appears (Figure 2-10). The Search panel is at the top. Below it is the Add panel.
Administering the ReadiVoice System Moving Fixed Access Numbers to Another Bridge In non-routed systems, access numbers are assigned to specific bridges. If necessary, you can move access numbers from one bridge to another. For example, you may want to move some access numbers from an overloaded bridge to another bridge that’s less loaded. To move access numbers to a different bridge: 1 In the navigation bar, click Access Numbers. The Access Phone Numbers page appears (Figure 2-10).
ReadiVoice Administration & Maintenance Guide Figure 2-11 Access Phone Numbers page after search Reassigning an Access Phone Number’s Subscribers You can globally reassign subscribers from one access number to another. For instance, if several subscribers are assigned to the shared access number 888-555-1000, and you need to reassign them to 888-555-2000, you can make this change all at once without having to re-provision each individual subscriber.
Administering the ReadiVoice System To reassign subscribers to a different access phone number: 1 In the navigation bar, click Access Numbers. The Access Phone Numbers page appears (Figure 2-10). 2 In the Search panel, enter criteria to retrieve the access number whose subscribers you want to reassign. Then click the Search button. The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).
ReadiVoice Administration & Maintenance Guide Changing an Access Phone Number’s Access Class You can’t change an access phone number’s access class if subscribers are assigned to it. First, reassign the subscribers to another access number. See “Reassigning an Access Phone Number’s Subscribers” on page 38. To change an access number’s access class: 1 In the navigation bar, click Access Numbers. The Access Phone Numbers page appears (Figure 2-10).
Administering the ReadiVoice System Changing Hidden Numbers This section doesn’t apply to IP systems, which don’t use hidden numbers. If your system uses hidden numbers, you can use the Modify Existing Access Phone Number page to change the hidden number associated with an access number. Do this only if the routing number associated with the access number is changed in the network. To change an access phone number’s hidden number: 1 In the navigation bar, click Access Numbers.
ReadiVoice Administration & Maintenance Guide Deleting an Access Phone Number Before you delete an access phone number, keep the following points in mind: • Access phone number changes require telephone network changes to ensure that calls are routed properly. • You can’t delete an access phone number that has subscribers assigned to it. First, reassign the subscribers to another access number. See “Reassigning an Access Phone Number’s Subscribers” on page 38.
Administering the ReadiVoice System Working with Multiple Providers You can configure ReadiVoice for access by multiple application service providers (ASPs). For instance, your company can enter into a relationship with Acme Conferencing, allowing Acme to sell services on your ReadiVoice system, using their own custom interfaces (such as the Moderator interface and voice prompts).
ReadiVoice Administration & Maintenance Guide Table 2-2 Provider Information fields (continued) Field Description Allowed IP Enter a specific IP or an IP mask that defines valid IP addresses from which this provider can connect. For instance, if you enter 192.168.56.255, all IP addresses in the 192.168.56 subnet are valid. API Access Define which APIs the provider can access by entering the sum of the authorized APIs’ values. Required.
Administering the ReadiVoice System Figure 2-15 Add Provider page Editing a Provider Account 1 In the navigation bar, click Application Providers. The Application Providers page appears (Figure 2-14). 2 Find the provider that you want to edit and click its Edit button (purple “e”). The Add Provider page appears (Figure 2-15). 3 Modify the data as necessary. See Table 2-2 for field descriptions. 4 Click Create Provider.
ReadiVoice Administration & Maintenance Guide Deleting a Provider You can’t delete a provider account to which subscribers are assigned. To delete a provider account from the system: 1 In the navigation bar, click Application Providers. The Application Providers page appears (Figure 2-14). 2 Find the provider you want to delete and click its Delete button (red “–”). A dialog box asks you to confirm. 3 Click OK.
Administering the ReadiVoice System The following sections describe how to create, edit, and delete a group. For information about adding subscribers to a group, see the ReadiVoice Provisioning Guide. Adding a New Subscriber Group Every subscriber group must be associated with a number group, which controls the access numbers available to the subscriber group. If you want to link the new subscriber group with its own number group, create the number group first. See “Working with Number Groups” on page 30.
ReadiVoice Administration & Maintenance Guide Editing a Subscriber Group 1 In the navigation bar, click Subscriber Groups. The Subscriber Group page appears. 2 Find the group that you want to edit and click its Edit Group button (purple “e”). The Edit Group page appears (Figure 2-17). 3 Enter or modify the data in the Group Information area. See Table 2-3 for descriptions.
Administering the ReadiVoice System Table 2-3 Group Information fields Fielda Description Group Name Leave the current name or change it if you wish. The maximum length is 50 characters. Group Type Choose Personal or Corporate from the list. Personal is for billing each participant individually. Corporate is for billing a company for the entire conference. If you choose Corporate, you must complete the Company Information and Billing Information sections.
ReadiVoice Administration & Maintenance Guide Figure 2-18 Company and Billing sections of Edit Group page Table 2-4 50 Company Information fields Field Description Company Name Enter the name of the company. The maximum length is 50 characters. Phone Enter the company’s telephone number. The maximum length is 30 characters. Fax Enter the company’s fax number. The maximum length is 30 characters. Contact Name Enter the name of the person to contact at this company.
Administering the ReadiVoice System Table 2-5 Billing Information fields Fielda Description Billing Type Select Credit Card or Telephone Number to choose the billing method for this group’s conferences. Card Type For credit card billing, select the card type from the list. Credit Card Number For credit card billing, enter the 16-digit card number. Expiration Date For credit card billing, select the expiration month and enter the four-digit year.
ReadiVoice Administration & Maintenance Guide Table 2-6 Call Flow and Voice Prompt fields and settings Field/Settinga Description Prompt for Menu Specifies whether subscribers can access the account options menu when they dial into the system and identify themselves. On — Subscribers in this group are given the opportunity to change the account options.
Administering the ReadiVoice System 8 If your system has any Application Control Mode (ACM) features installed, place a check mark next to those that you wish to enable for this subscriber group. ACM applications must be both installed and activated to appear here.
ReadiVoice Administration & Maintenance Guide Table 2-7 Conference Options Fielda Description Auto Continuation Setting: On — By default, conferences begin with continuation turned on (which means that the conference continues until the last participant disconnects). Off — By default, conferences begin with continuation turned off (which means that the conference ends when the subscriber disconnects).
Administering the ReadiVoice System Table 2-7 Conference Options (continued) Fielda Description Waiting Room Setting: Off — The waiting room isn’t available. If a subscriber locks a conference, callers after that are told that the conference is locked and are disconnected. On — The waiting room is available. If a subscriber locks a conference, callers after that must wait on music hold to be admitted.
ReadiVoice Administration & Maintenance Guide Table 2-7 Conference Options (continued) Fielda Description Conference Continuation Determines whether subscribers can override their accounts’ default continuation behavior (specified by the Auto Continuation settings) for a specific conference during that conference (using either a touchtone command or the Moderator interface). Yes — Subscribers can turn continuation on or off during their conferences.
Administering the ReadiVoice System Table 2-7 Conference Options (continued) Fielda Description Conference Entry with Count On — Upon entering the conference, participants hear a private message telling them how many people, including themselves, are now in the conference. Off — Participants hear a message stating only that they’re being placed into conference.
ReadiVoice Administration & Maintenance Guide 9 Click Commit Group. The system either confirms that the group has been updated or tells you which information is missing. 10 If the update failed, note what’s missing. Then click the link to return to the Edit Group page, make the needed corrections, and click Commit Group again. Repeat the above procedure to edit another subscriber group.
Administering the ReadiVoice System If they may do so, subscribers can change the continuation behavior of all future conferences in two ways: • By accessing the account options menu when dialing into the system (available if Prompt for Menu is turned on). • By logging into the Moderator and accessing its account options settings. If they may do so, subscribers can change the continuation behavior of the conference currently under way by entering the correct touchtone command (the default is *8).
ReadiVoice Administration & Maintenance Guide Setting Up the Provisioning Interface After working with the subscriber group settings, you may realize that your company doesn’t need or want to use all the available fields when provisioning subscribers or modifying their accounts. You can customize the Provisioning interface so that provisioners see only the fields you want them to use. You can also change the field names to match your company’s usage.
Administering the ReadiVoice System 4 When you’re finished making changes, click the Update Quick Provisioning Settings button. The system confirms the provisioning setup changes and provides a link back to the System Administration page. 5 Test the changes you’ve made: — Go to the Provisioning interface and add a test subscriber. Verify that the Add Subscriber page looks the way it should.
ReadiVoice Administration & Maintenance Guide Figure 2-22 Quick Provisioning Setup page (bottom) 62 Proprietary & Confidential
Administering the ReadiVoice System Managing System Access The ReadiVoice system supports several kinds of users with different roles and responsibilities. To give internal users (not subscribers) access to the system, you create entries for them on the Passwords page, assigning each a user name and password. The user type (operator, provisioner, or administrator) controls which functions a user may access.
ReadiVoice Administration & Maintenance Guide Figure 2-23 Passwords page 4 In the User Type list, select the user type. The user types are operator, provisioner, group operator, group provisioner, and system administrator. 5 If the new user is a group provisioner or group operator, select from the Group list the subscriber group to which this user has access. For a group operator, you can add or change subscriber groups later (see step 8).
Administering the ReadiVoice System Figure 2-24 Operator Registered Subscriber Groups page 9 Use the Add and Remove buttons to move selected groups into or out of this operator’s Registered Subscriber Groups list. 10 When you’re finished setting up this group operator, click Passwords in the navigation bar to return to the Passwords page. Repeat the above procedure to add another user. Changing an Internal User’s Password 1 In the navigation bar, click Passwords.
ReadiVoice Administration & Maintenance Guide Deleting an Internal User 1 In the navigation bar, click Passwords. The Passwords page appears (Figure 2-23). 2 Locate the entry for the user you want to remove and click its Delete button (red “–”). The system confirms that the user has been deleted and provides a link for returning to the Passwords page. 3 Click the link to reload the Passwords page. The entry you deleted is gone from the list. Repeat the above procedure to delete another user.
Administering the ReadiVoice System Deleting Entries from the List of Invalid Subscriber Passwords 1 In the navigation bar, click Invalid Subscriber Passwords. The Invalid Subscriber Password Table page appears (Figure 2-25). 2 Scroll through the list of invalid subscriber passwords and select the number you want to delete. 3 Click the Delete button (red “–”). The system confirms that the entry has been deleted and provides a link for returning to the Invalid Subscriber Password Table page.
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3 Monitoring the ReadiVoice System This chapter describes the ReadiVoice system monitoring functions that you can access with your browser. You can view the overall status of your system, usage levels, bridge and span status, operator data, and conference data. Accessing the Monitoring Tools You can access the ReadiVoice system monitoring tools from any computer that can connect to the ReadiVoice system’s Web server and has a compatible Web browser (Microsoft Internet Explorer, version 5.5 or later).
ReadiVoice Administration & Maintenance Guide — Click Show Conference Status to see information about current conferences. — Click Show Conference Report to view call detail record (CDR) data for completed conferences sorted by subscriber. — Click Show CDR Data to view CDR data sorted by conference. — Click Operator Statistics to view data taken from requests for operator assistance, or to view statistics calculated from the data. — Click SNMP Monitor to view system statistics in real time.
Monitoring the ReadiVoice System Checking System Status The System Status page (Figure 3-2) appears when you click the Show System Status link in the navigation bar. The System Disk Usage and Informix Disk Usage panels show disk usage statistics for your CACS server’s Solaris partitions and Informix chunks. For each partition or chunk, they show: KB Size — The total size of the partition or chunk in kilobytes. KB Left — The amount of free space in kilobytes.
ReadiVoice Administration & Maintenance Guide Viewing Conferencing Information The Conference Information links in the navigation bar let you look at: • Information about the conferences currently running. • Summary CDR data, with one entry per subscriber, for a time period you choose (up to one month). • Summary CDR data, with one entry per conference. • Detailed CDR data for a specific conference.
Monitoring the ReadiVoice System CDR Data by Subscriber When you click the Show Conference Report link in the navigation bar, the CDR Data page displays CDR data by subscriber. Each entry in the Conference Report panel shows the aggregate conferencing data for one subscriber. When the page first appears, it shows the subscriber data for the current date. To see subscriber data for a different date or range of dates, change Begin Date, End Date, or both, and click Search.
ReadiVoice Administration & Maintenance Guide CDR Data by Conference When you click the Show CDR Data link in the navigation bar, the CDR Data page presents an expanded search panel (Figure 3-5), where you can specify various criteria, such as subscriber ID or name, and set a date range. When you click Search, the system retrieves data for the conferences within your date range that match your search criteria. Each entry in the Conference Report panel shows the data for one conference.
Monitoring the ReadiVoice System Figure 3-5 Proprietary & Confidential Retrieving CDR data by conference 75
ReadiVoice Administration & Maintenance Guide Detailed CDR Data for One Conference While viewing CDR data by conference, click a conference ID for more information about that conference. The CDR Data page displays detailed CDR data for the conference (Figure 3-6). The Conference Report panel at the top contains information about the conference and its participants. The Participant Features panel contains records of billable feature usage.
Monitoring the ReadiVoice System Viewing Operator Information The Operator Statistics page appears when you click the Operator Statistics link in the navigation bar of the ReadiVoice internal user home page. From here, you can: • Click View Requests in the navigation bar to see records of operator requests (for all operators, a specific operator, or a specific subscriber). Follow the procedure in “Viewing Operator Request Records” on page 77.
ReadiVoice Administration & Maintenance Guide Figure 3-7 The Operator Statistics Requests page Figure 3-8 Searching for operator requests by subscriber 5 Set the Begin Date and End Date fields by doing one of the following: — Click in the field and edit the date. — Click the field’s calendar icon and click a date in the calendar that appears.
Monitoring the ReadiVoice System — How long the operator spent on the request (talking with the subscriber or conference). — Subscriber ID for the conference in question. Click the ID to retrieve a conference report for that subscriber. — Conference ID of the conference. Click the ID to retrieve a detailed report for that conference. Figure 3-9 Results of operator request search Viewing Operator Request Statistics 1 In the Operator Statistics page navigation bar, click View Statistics.
ReadiVoice Administration & Maintenance Guide Figure 3-10 Generating statistics for all operators 4 Set the Begin Date and End Date fields by doing one of the following: — Click in the field and edit the date. — Click the field’s calendar icon and click a date in the calendar that appears. Regardless of which dates you choose, records are only available for the past 31 days and aren’t available for the current day (the system collects the day’s data at midnight). 5 Click the Search button.
Monitoring the ReadiVoice System Figure 3-11 Results of generating statistics for all operators Using the SNMP Monitor The ReadiVoice system supports the Simple Network Management Protocol (SNMP). SNMP lets you monitor the ReadiVoice system with standard network administration tools, such as HP Openview from Hewlett Packard or similar tools from companies such as SUN or IBM. documents the system and bridge SNMP events.
ReadiVoice Administration & Maintenance Guide Figure 3-12 Perfmeter tab of SNMP Monitor window 2 Point your mouse pointer at a specific data point on a graph. A small window displays the MIB data value and time for that point on the graph. 3 To customize which MIB elements are monitored, select Setup from the Configuration menu. The SNMP Monitor Properties dialog box opens (Figure 3-13).
Monitoring the ReadiVoice System Figure 3-13 SNMP Monitor Properties dialog box 4 Change the polling interval and time horizon, if you want, and choose the graphs you want displayed. Then click Apply. The SNMP Monitor window reflects the changes you made. 5 Resize the SNMP Monitor window, if necessary, to display the graphs you selected at a convenient size. 6 Make additional changes, if you want, in the SNMP Monitor Properties dialog box. When you’re finished, click OK.
ReadiVoice Administration & Maintenance Guide Figure 3-14 Statistics tab of SNMP Monitor window 8 To see a record of the system’s conference and port usage levels over a longer time period, select Histograms from the Histograms menu. The Histograms window appears (Figure 3-15). It displays conference and port usage levels over time. The time period shown on the horizontal axis is always 24 hours, from midnight to midnight.
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ReadiVoice Administration & Maintenance Guide Using the Channel State Monitor In a PSTN system, you can use the Channel State Monitor tool to monitor the teleconferencing bridge resources of the system (cards, spans, and channels) and to enable or disable telephony spans. To run Channel State Monitor: 1 In the navigation bar of the internal user home page, click Channel State Monitor. If prompted, enter your system administration user name and password.
Monitoring the ReadiVoice System Figure 3-17 Channel State Monitor’s summary information for a bridge 3 Click on a card to see detailed information about that card. Channel State Monitor opens an applet window for the card (Figure 3-18). The top row contains a status indicator for each span: Green — span is up and connected. Red — span is in red alarm (connection to far end lost). Yellow — span is in yellow alarm. Blue — span is in blue alarm (busied out). Black (or dark gray) — span has been disabled.
ReadiVoice Administration & Maintenance Guide Figure 3-18 Applet window with details for the selected card 4 To see additional information about a span, click its status indicator in the card window. Another applet window appears, displaying configuration and status details for the selected span (Figure 3-19). The buttons on the right let you change the span’s status: Hard Span Disable — Takes the span out of service. Enable Span — Restores a disabled span to service.
Monitoring the ReadiVoice System Figure 3-19 Applet window with details for the selected span 5 To see additional information about a channel, click its status indicator in the card window. Another applet window appears, displaying configuration and status details for the selected channel (Figure 3-20). If the channel is off hook, the information includes the handle of the channel process and the subscriber ID of the associated conference process, if any.
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4 Maintaining the ReadiVoice System This chapter describes how to maintain your ReadiVoice Intelligent Voice Conferencing System. It includes information about backup procedures and other routine maintenance tasks. It assumes that you are knowledgeable about Solaris UNIX, Sun servers, Informix databases, and networking. Caution! The maintenance procedures are essential to proper operation of the ReadiVoice system.
ReadiVoice Administration & Maintenance Guide Quick Maintenance Checklist Table 4-1 summarizes the daily and weekly maintenance tasks, which are covered in more detail later in the chapter. Table 4-1 Step Action/Command Summary of daily and weekly maintenance tasks Expected Results Resolving Problems or Getting More Information Daily: 1 Stop logical log backup and replace tapes. 2 Check ReadiVoice processes: racheck See page 97.
Maintaining the ReadiVoice System Understanding Informix Backup The ReadiVoice system actually uses two Informix databases. One, cdrcnow, consists of all the CDR (call detail record) tables. The other, cnow, contains everything else, including your subscriber data. When we refer to the Informix database here, we mean the entire Informix Dynamic Server dbspace, including both of these databases.
ReadiVoice Administration & Maintenance Guide In the event of database corruption, a crash, or catastrophic disk failure, you can restore the database from the most recent archive tape to the state it was in when the archive was created. Logical logs (see next section) then enable you to recover the transactions that took place after the most recent archive.
Maintaining the ReadiVoice System Even in the event of a catastrophic disk failure, the most recent archive tape and current logical log tape let you recover all the transactions up to the point where the last logical log file was written to tape. You never lose more than the transactions in the logical log file being used at the time of the crash (assuming no tape failure). You can adjust the size of the logical log files so that they fill up and are written to tape at a comfortable interval.
ReadiVoice Administration & Maintenance Guide Backing Up Logical Logs This procedure assumes the CACS is easily accessible. If it’s not, you can: • Use ontape -a to perform a one-time backup of all the full logical logs until you can get to the site to restart continual backup. • Use a wrapper script to run ontape -c from a nohup process, directing output to a log file. If you do this, be sure you check the log file frequently.
Maintaining the ReadiVoice System Daily Maintenance Tasks This section describes tasks you should perform daily, assuming that you archive nightly and back up logical logs to tape. Perform them first thing in the morning or any time after the archive process is complete. Stopping Logical Log Backup and Replacing Tapes 1 In the XTerm window running ontape -c, press CTRL+C. The logical log backup process stops.
ReadiVoice Administration & Maintenance Guide To check the ReadiVoice processes: 1 Open a Telnet session to the CACS as user cnow and switch user to root (or log into the CACS as root and use an XTerm window). 2 Change directories to /rahome and enter ./racheck for a brief summary, or ./check more detail. The system should show the required ReadiVoice processes running, as shown in Figure 4-1. Additional processes may also be listed.
Maintaining the ReadiVoice System Checking Informix Dynamic Server 1 In the same XTerm window in which you’re logged in as root, switch user to informix and enter tcsh to set the Informix environment. 2 Check the database space by entering onstat -d. Informix displays information about the disk space that it controls. Figure 4-2 shows an example. 3 If /dev/info/dbspace1 has fewer than 50,000 free pages, call your Polycom Global Services representative.
ReadiVoice Administration & Maintenance Guide Figure 4-3 Checking Informix users ragnar cnow> onstat -u Informix Dynamic Server Version 9.30.
Maintaining the ReadiVoice System Figure 4-4 Checking logical logging ragnar cnow> onstat -l Informix Dynamic Server Version 9.30.UC1 -- On-Line -- Up 21 days 10:14:39 -34944 Kbytes Physical Logging Buffer bufused bufsize numpages numwrits pages/io P-1 0 16 10436 923 11.31 phybegin physize phypos phyused %used 10003f 500 441 0 0.00 Logical Logging Buffer bufused bufsize numrecs numpages numwrits recs/pages pages/io L-3 0 16 81863 15255 10598 5.4 1.
ReadiVoice Administration & Maintenance Guide Restarting Backup and Verifying Tape Drive Status 1 In the CACS XTerm window in which you stopped ontape (see “Stopping Logical Log Backup and Replacing Tapes” on page 97), restart logical log backup by entering ontape -c. Informix responds: Performing continuous backup of logical logs. Please mount tape 1 on /dev/rmt/1 and press Return to continue. 2 Press ENTER.
Maintaining the ReadiVoice System Weekly Maintenance Tasks This section describes procedures that you should perform at least weekly and perhaps more often for a large and busy system. Checking Solaris Disk Space 1 Open a Telnet session to the CACS as user cnow and switch user to root (or log into the CACS as root and use an XTerm window). 2 Check disk space by entering df -k. The system displays file system statistics, including the percentage of capacity used for each partition.
ReadiVoice Administration & Maintenance Guide Checking for Defunct Processes 1 As root, enter ps -ef | grep '' | grep -v grep. The system lists any defunct processes (processes that have no parent). If there are none, the prompt simply reappears. The example in Figure 4-8 shows three defunct processes.
Maintaining the ReadiVoice System Database Maintenance Tasks Without proper maintenance, your ReadiVoice databases will grow ever larger, slowing the system. It’s imperative that you routinely remove (purge) old records. Polycom provides several scripts you can use for this purpose. You can run these scripts manually, but you’ll probably want to schedule them to run automatically, using the cron task scheduler. The sections that follow describe these scripts.
ReadiVoice Administration & Maintenance Guide The purgeCDR command syntax is: purgeCDR [-h] [-d mm/dd/yyyy] [-n numOfDays] [-i] [-u] [-m maxCpuUsage] [-rt numOfMinutes] [-cs numOfSubscribers] [-v] [-ip] [-na] Table 4-2 describes the options (command-line arguments). Table 4-2 purgeCDR command options Option Description -h Display help. -d Cutoff date. CDRs of conferences that ended before this date are purged. Must be in mm/dd/yyyy format, where mm is month, dd is day, and yyyy is year.
Maintaining the ReadiVoice System Table 4-3 gives examples of the command with various options and values and describes the result of running the command. Table 4-3 purgeCDR examples Command Description purgeCDR -d 07/29/2005 -v Displays a list of all conferences that ended before July 29, 2005, but does not purge them. Since -ip isn’t specified, it lists only those with the processed flag set. purgeCDR -d 07/29/2005 -i -rt 60 Issued at command line (interactive mode).
ReadiVoice Administration & Maintenance Guide Scheduling Automatic Purges of CDR Records To schedule purgeCDR to run periodically and automatically in the cron task scheduler: 1 Decide how many days you want to retain CDR records in the database. Use this number as the argument of the -n option. If you’re not flagging conferences as processed, specify the -ip option. 2 Decide what the maximum CPU usage should be before the purgeCDR script suspends operation.
Maintaining the ReadiVoice System 6 Restore the data from the CDR backup file to the cdrcnow database by entering (all on one line): /rahome/dbcdr/loadtable.pl DB=cdrcnow < /rahome/cdr/archives/YYYYMMDDhhmmsscdr.log Replace YYYYMMDDhhmmsscdr.log with the name of the backup file. 7 Change directories to /rahome and enter ./rastart.
ReadiVoice Administration & Maintenance Guide Purging the CacsEventUpdate Table If you use the Provisioning Stored Procedure Interface (PSPI) for provisioning, you need to purge the CacsEventUpdate table from time to time to keep it from growing too large. Several stored procedures don’t load the new data into call router memory immediately. Instead, they put the new data into the CacsEventUpdate table; the CACS then updates the call router with the data from the temporary table every ten seconds.
Maintaining the ReadiVoice System The cleanAccOptChanges.pl script resides in /rahome/database/scripts. The syntax is: cleanAccOptChanges.pl [-rt nn] The -rt parameter lets you specify a run time, nn, in minutes. If you omit it, the run time defaults to 10 minutes. The script terminates at the end of the run time, even if it hasn’t purged all the processed records from the table. The cleanAccOptChanges.pl script suspends the purge process temporarily if CPU usage by other processes exceeds 30%.
ReadiVoice Administration & Maintenance Guide Stopping and restarting the ReadiVoice processes affects current users as described below. Caution! It’s best to stop and restart ReadiVoice processes only when there are no active conferences. In an emergency, however, you may have to do this while conferences are running.
Maintaining the ReadiVoice System To reboot the Sun server: 1 As root, stop the ReadiVoice processes as described above. 2 To perform a warm reboot in 30 seconds, enter shutdown -g30 -i6 -y. Solaris begins shutting down in 30 seconds without prompting for verification. The entire reboot process takes several minutes. Omit -y to get a confirmation prompt. Change the value after -g to change the delay. See the man page for the shutdown command for more options.
ReadiVoice Administration & Maintenance Guide The VCE/HMod cards in the bridge must be able to access files on the server in order to boot and to initiate various processes. If you’re also rebooting the server, be sure it has finished booting before restoring power to the bridge. Wait at least fifteen seconds. Then, turn on the bridge. 4 The bridge powers up and the VCE/HMod cards boot from the server.
Maintaining the ReadiVoice System Manually Backing Up and Restoring You may want to manually back up your ReadiVoice system at times, such as prior to an upgrade. The backed-up data lets you to revert to the previous version if there’s a problem with the upgrade. The procedure described here backs up the databases, along with the contents of the /rahome directory, which contains most of your configuration files.
ReadiVoice Administration & Maintenance Guide Restoring from a Manual Backup Tape 1 In an XTerm window, as root, stop the Web server process by entering sh /etc/rc3.d/S91rvhttpd stop. 2 Change directories to /rahome and enter ./rastop. 3 Extract the backup data from tape by entering tar xvf /dev/rmt/0. The system restores the backup of the /rahome directory, including the database dump files you created there. 4 Switch user to cnow. Set the Informix environment by entering tcsh.
5 Configuring the ReadiVoice System This chapter describes how to change your ReadiVoice system’s configuration settings and which capabilities, features and options are enabled. You can perform some of these tasks in the System Administration interface, but many of them involve editing configuration files and working at the UNIX command prompt. Before undertaking these tasks, you should be knowledgeable about Solaris UNIX, Sun servers, personal computers, software configuration, telephony, and networking.
ReadiVoice Administration & Maintenance Guide Changing System Configuration Settings Polycom sets your system configuration options to the correct values for your installation. Before making any changes, contact your Polycom Global Services representative. Caution! 1 In the System Administration navigation bar, click System Configuration. The System Configuration page appears (Figure 5-1). Figure 5-1 2 System Configuration page Make any changes to the first five settings that you want to make.
Configuring the ReadiVoice System Min Code Length — The the minimum number of digits permitted in an access code, subscriber password, or participant password. The default is 4. The maximum value is 20. Confidence — the Statistical Port Management Confidence Factor determines how aggressively the system attempts to manage port utilization. It can be set to any integer value from 0 to 100. The default is 100, which is the most conservative setting.
ReadiVoice Administration & Maintenance Guide If you change Routing Mode from Non-Routed System Private to Non-Routed System Shared, delete all existing (private) access phone numbers and make sure that the Provisioning pages have the Access Code field available (see “Setting Up the Provisioning Interface” on page 60). For ReadiVoice IP, Routing Mode must always be set to Routed System.
Configuring the ReadiVoice System If you select this setting, then the ExternalId field for each subscriber must be unique (that is, no two subscribers on this ReadiVoice system may have the same external ID). In addition, the Trans DNIS Length setting for the bridges (see “Maintaining Bridge Information” on page 18) must be exactly three more than the number of digits in the external ID.
ReadiVoice Administration & Maintenance Guide — Routed System: The Traditional Shared, Traditional Private, and Two Passcode Private call flow options are available. Voyant has tested and supports only the combinations shown in Table 5-3.
Configuring the ReadiVoice System Changing the Talker Update Frequency Through the Operator and Moderator interfaces (and the APIs), the ReadiVoice system can report which two channels in a conference have talk slots. By default, talker information is updated every two seconds, but this interval can be lengthened to reduce the load on the system. Perform the following procedure after operational hours. Don’t reduce the interval to less than two seconds.
ReadiVoice Administration & Maintenance Guide Configuring Shortened Dial-Out Call Flow In the standard dial-out call flow, after the subscriber enters and confirms the phone number to dial, the system supports four commands for processing the call. The help menu played to the subscriber (do_long_cmd_help.wav) describes the options as follows: “After the call is answered, to connect the line into the conference, press star 1. To connect the line and continue dialing, press star 2.
Configuring the ReadiVoice System 5 To also turn off dialed number confirmation: a As user cnow, open the ive.ini file for editing. b In the [Dialout] section, add the following line: ConfirmDialNum = 0 c 6 Save and close the file. Reboot the bridges. Especially for InnoVox 4000 bridges, it’s important to wait until a bridge finishes booting before rebooting the next bridge.
ReadiVoice Administration & Maintenance Guide 3 As user cnow, open the ive.ini file for editing and find this section near the end: [MiscConfig] WRAnnounceDefault = 1 4 Change the value after the WRAnnounceDefault keyword from 1 to 0. Then, save and close the ive.ini file. 5 Reboot the bridges so that they read the updated ive.ini file and load the new .wav files. Especially for InnoVox 4000 bridges, it’s important to wait until a bridge finishes booting before rebooting the next bridge.
Configuring the ReadiVoice System 3 If necessary, update your existing subscriber records with the required identifiers. You may want to do this using the Provisioning Stored Procedure Interface (PSPI). See the ReadiVoice PSPI Reference. 4 As user cnow, open the .odprocrc file for editing and, in the [bridgeInt] section, configure the dialOutSetupString parameter to meet your requirements (see “Dial-out Setup String Example”).
ReadiVoice Administration & Maintenance Guide Enabling Account Options Updating With Account Options Updating enabled, you can use the Provisioning Stored Procedure Interface (PSPI) to retrieve records of the account options changes that your subscribers make (using the account options menu in the call flow). This lets you update your customer management database through PSPI.
Configuring the ReadiVoice System 4 As root, stop and restart the ReadiVoice system as described in “Stopping and Restarting ReadiVoice Processes” on page 111. 5 Use the GetAccOptChanges stored procedure to retrieve records from the AccOptChanges table periodically. To determine how frequently to call this stored procedure, balance your need for up-to-date account options data with other demands on your database and ReadiVoice system.
ReadiVoice Administration & Maintenance Guide Using the Music Hold Extender Message If many participants are waiting on hold when the subscriber arrives, there may be a short delay (a few seconds) between the time when they stop hearing the hold music and the time when they’re placed into conference. You can configure the system to play a special message when the subscriber arrives if there are more than a specified number of callers on hold.
Configuring the ReadiVoice System Configuring Remote Alarm Notifications The ReadiVoice system can notify someone when an alarm occurs. The ReadiVoice installation script provides the opportunity to enter one or more pager numbers, email addresses, or both, to which you want remote alarm notifications sent. This section describes how to finish setting up the pager and email notifications, test the configuration, and run the ReadiVoice Monitoring Tool that enables the notifications.
ReadiVoice Administration & Maintenance Guide Each line in the /etc/phones file takes the form pager PHONENUMBER,,,,,,_ALARMCODE_ where PHONENUMBER is the complete phone number needed to reach the pager, including any digits required to access an outside line. If the pager service requires a PIN code, include it as well. The PHONENUMBER string can contain valid DTMF keys (the digits 0 through 9, #, and *) and commas. Commas represent modem-specific delays, typically one second each.
Configuring the ReadiVoice System The /rahome/bin/email file specifies the addresses to which to send email alerts. When you enter email addresses during the installation, the install script creates an entry in this file for each. You can edit this file manually to make changes or if you skipped alarm configuration during the installation. Each line in the file contains a single email address. For instance, it might contain the following: root cnow george_w@confservices.
ReadiVoice Administration & Maintenance Guide Changing the Alarm Settings To change the default alarm settings: 1 Establish a Telnet connection to the Sun server and log in as cnow. 2 Change directory to /rahome/bin. 3 Open the .odprocrc file for editing and locate the alarm section (Figure 5-3). 4 Referring to Table 5-4, change the values that you want to change, being careful not to change anything else in the file. 5 Save and close the .odprocrc file. Figure 5-3 The alarm settings in the .
Configuring the ReadiVoice System Table 5-4 Alarm section parameters of .odprocrc file (continued) Keyword Description systreshold Percentage of maximum system capacity at which a capacity alarm is triggered. The default value is 80, which means an alarm occurs if the number of available ports in your system drops to 80% or less of sysmax_capacity. Change this number to the threshold you want to use for system capacity alarms.
ReadiVoice Administration & Maintenance Guide Interpreting the Alarm Codes When an alarm condition occurs, the ReadiVoice Monitoring Tool sends a numeric alarm code to designated pager numbers and email addresses. The numeric code consists of from six to ten digits that identify the source of the alarm and its nature. The tables below help you understand the alarm codes. Table 5-5 describes the format for the alarm codes. Table 5-5 Alarm code format First 2 digits System ID (customer specific).
Configuring the ReadiVoice System Enabling Conference Recording You can enable your subscribers to record their conferences by configuring your ReadiVoice system to connect to a recording device or service using a dial-out connection. Recording can be initiated using a designated touch-tone command or a button on the Moderator interface. The sections that follow describe how to configure and enable a recording connection and how it works.
ReadiVoice Administration & Maintenance Guide 6 Verify that the test conference was recorded by listening to the recording. If the test conference was recorded, continue to the next step. If not, review the previous steps or call your Polycom Global Services representative for assistance. 7 Instruct provisioners to turn on Recorder Dial Out for subscribers who need to be able to record conferences.
Configuring the ReadiVoice System Table 5-7 Variables you can use in recorderSetupString Variable Description {ccmonth} Credit card expiration month. {ccyear} Credit card expiration year. {confStart} Conference start time in UNIX seconds. {now} Time in UNIX seconds when the recording device or service is dialed. {accesscode} Subscriber’s access code from ASSIGNEDPHONES table. {securitycode} Conference security code set by the subscriber for the conference, if any.
ReadiVoice Administration & Maintenance Guide the External ID field. If you intend to use any of these fields for recorder setup information, it's up to you to ensure that they contain numeric data and that your provisioning process populates the fields properly. How Conference Recording Works Figure 5-5 shows an example of .odprocrc configuration settings for conference recording. Figure 5-5 Example of conference recording settings in the .odprocrc file [modules] [bridgeInt] ...
Configuring the ReadiVoice System Enabling SNMP Logging The SNMP logging function writes system usage and performance data to log files on an ongoing basis. For more information about SNMP, logging, and the log files, see . Perform the following procedure only after operational hours. Caution! To turn on SNMP logging: 1 As cnow, open .odprocrc for editing. 2 In the [snmpMgr] section of the file, edit the logging parameters as described in Table 5-8. Figure 5-6 shows a sample [snmpMgr] section.
ReadiVoice Administration & Maintenance Guide Changing the Web Server Port This procedure allows you to change the Web server port used by the ReadiVoice HTML pages (Administration, Provisioning, Operator login, and Moderator) from port 80 to something else. This procedure doesn’t modify the port used by Java applets, such as the Operator, Channel State Monitor, and SNMP Monitor. By default, the script moves the Web server to port 40004, but you can specify any port.
Configuring the ReadiVoice System 8 If the script succeeded, test the URL that includes the new Web server port number by pointing a browser to: http://hostip:portnum/index2.html Use the IP address of the SUN (CACS) for hostip and the port number you specified for portnum. For example, an actual URL might be: http://127.0.0.1:40004/index2.html 9 Ensure that users of this system access the new URL.
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7 Customizing & Branding Your ReadiVoice System This chapter describes some of the customizing and branding options in the ReadiVoice system. It assumes that you know Solaris UNIX, Sun servers, personal computers, software configuration, telephony, and networking. Customizing Touchtone Commands The touchtone (DTMF, or dual tone multi-frequency) commands that the ReadiVoice system recognizes are defined in the bridge initialization file for the system, /rahome/bridge/scripts/ive.ini.
ReadiVoice Administration & Maintenance Guide Rules and Guidelines for Customizing Commands Figure 7-1 shows the default ive.ini file’s [DTMF_CMDS] section. For each entry, the touchtone key sequence is to the left of the equal sign, and the command to which it’s assigned is to the right. Entries preceded by two slashes (//) are commented out (disabled). You can enable or disable commands, or change the touchtone key sequences that invoke the commands.
Customizing & Branding Your ReadiVoice System Figure 7-1 [DTMF_CMDS] section of default ive.ini file ////////////////////////////////////////////////////////////////////// // The following entries configure the DTMF commands for users in // conference. // NOTE: All DTMF commands must be unique, duplicate values will cause // ive.
ReadiVoice Administration & Maintenance Guide To enable a disabled command, remove the two slashes (//) at the beginning of the line. 5 Some commands are mutually exclusive. They can be enabled only if the alternatives are disabled. See “Detailed Information for Specific Touchtone Features” for discussions of these commands. Caution! 6 To change the DTMF key sequence that invokes a command, edit the two characters to the left of the equal sign for that command.
Customizing & Branding Your ReadiVoice System With the standard toggle option, pressing *4 locks a conference and pressing *4 again unlocks it. To enable this configuration, change the relevant lines to look like this: *4 = eCMD_LOCK_TOGGLE //*4 = eCMD_CONF_LOCK //*5 = eCMD_CONF_UNLOCK Caution! If you enable the eCMD_LOCK_TOGGLE command, you must disable both the eCMD_CONF_LOCK and eCMD_CONF_UNLOCK commands.
ReadiVoice Administration & Maintenance Guide Mute All / Unmute All Muting and unmuting of all participants can be controlled either with two separate commands or with a single command that toggles the mute state of the conference. The default ive.ini file (Figure 7-1 on page 157) enables the two-command option; ## mutes all the ordinary participants (not subscriber or operator) in the conference and 99 unmutes them. The relevant lines in ive.
Customizing & Branding Your ReadiVoice System With the standard toggle option, pressing #1 turns on listen only mode and pressing #1 again turns it off. To enable this configuration, change the relevant lines in ive.ini to look like this: #1 = eCMD_LISTEN_ONLY_TOGGLE // #1 = eCMD_LISTEN_ONLY // #2 = eCMD_UNLISTEN_ONLY Caution! If you enable the eCMD_LISTEN_ONLY_TOGGLE command, you must disable both the eCMD_LISTEN_ONLY and eCMD_UNLISTEN_ONLY commands.
ReadiVoice Administration & Maintenance Guide Customizing Confirmation Sounds The [CustomSounds] section in ive.ini controls how the system confirms the following changes: • Mute and unmute of an individual line. • Mute all and unmute all. • Listen only on and off. • Waiting room announcements/reminders on and off. Each of these changes can be set to a tone confirmation (two-tone sequence), a specific confirmation.wav file, or nothing at all.
Customizing & Branding Your ReadiVoice System The default prompt set installed with the ReadiVoice system contains six .wav files with spoken messages designed to work with these commands: global_muted.wav global_unmuted.wav private_muted.wav private_unmuted.wav wr_notification_off.wav wr_notification_on.wav For more information about these files, their default contents, and how to customize them, see Appendix A.
ReadiVoice Administration & Maintenance Guide 2 Use file transfer protocol (ftp) to copy the replacement image file to a local directory on the CACS server. Be sure to use binary transfer mode. 3 Open a Telnet session to the CACS server, log in as cnow, and switch user to root. 4 Make a backup of the existing default image file in case you need to restore it. 5 If you’re replacing the existing image file with another .png file, rename your replacement file corporate_logo.
Customizing & Branding Your ReadiVoice System To customize the Moderator for a specific subscriber group: 1 In the System Administration Subscriber Groups page, determine the Group ID of the subscriber group. 2 Create the image file you want to use for this subscriber group. Give it a clearly identifiable name, such as group#.png, where # is the Group ID of the subscriber group you want to customize. We recommend using a .png file of the same size as the default, but you can use other formats, such as .
ReadiVoice Administration & Maintenance Guide Working with Prompt Sets Prompt sets are sets of .wav audio files (in the WAVE format; see “Details About the WAVE File Format” on page 175) that the ReadiVoice system uses for the messages and prompts played to subscribers and participants. When you create a subscriber group, you select a prompt set for the group. The ReadiVoice system supports the use of up to 20 prompt sets.
Customizing & Branding Your ReadiVoice System For InnoVox 480 bridges, the .wav files must be in 4-bit IMA ADPCM format (8000 samples/second, 16-bit mono, compressed 4:1). For InnoVox 4000 bridges, they must be in 8-bit µ-law format (8000 samples/second, 16-bit mono or higher). For the highest sound quality, prompt set files should be recorded in a professional sound studio. If you’re upgrading from an InnoVox 480 bridge and want the same prompt set, create the µ-law encoded .
ReadiVoice Administration & Maintenance Guide 10 When you’re finished adding prompt sets, create the symbolic links for the initial greetings (see “About Initial Greetings” on page 181) by running the tnl_mkln script: a Log into the CACS as root and, in an XTerm window, enter tcsh. b Change to the /rahome/bin directory. c Run the make link script by entering tnl_mkln. d Reboot the bridge(s).
Customizing & Branding Your ReadiVoice System Deleting the prompt set from within System Administration only makes it unavailable to the ReadiVoice system. It doesn’t delete the .wav files from the CACS server or remove the directory that contains them. Customizing Greetings and Related Messages In a ReadiVoice non-routed system and a ReadiVoice IP system, the bridge plays the initial greeting.
ReadiVoice Administration & Maintenance Guide For example, if the system is Non-routed Private, and the bridge receives the digits 1111, it plays 1111helo_inbound.wav to the caller if the file exists. Another caller, whose DNIS digits are 2222, would hear 2222helo_inbound.wav if the file existed. 3 If the DNIS-specific .wav file doesn’t exist, the bridge plays the corresponding non-customized greeting (helo_inbound.
Customizing & Branding Your ReadiVoice System Creating Your Own Indexed WAVE Files ReadiVoice uses an indexed WAVE file to store the short sound clips that are played in various combinations to speak numbers, dates, and times. Indexed WAVE files can also be used for other purposes. Using the indexed WAVE file format, you can support several languages by supplying the necessary sound clips and building separate files for each language.
ReadiVoice Administration & Maintenance Guide • Only in predefined key files, the first line contains LANG= followed by the upper-case English name of the desired language. These names are converted into an appropriate integer for the indexed WAVE file. Recognized languages are: — ENGLISH — GERMAN — JAPANESE — FRENCH — SPANISH — CHINESE — SWEDISH • Each key entry on one line consists of: — An index number and a semicolon (;). — The entry name and a semicolon. — The name of the WAVE file.
Customizing & Branding Your ReadiVoice System The example below shows part of a German predefined key file: LANG=GERMAN 0; number_0; null.wav 1; number_1; eins.wav 2; number_2; zwei.wav . . . 107; 30th; dreizigste.wav 108; der; der.wav 109; ein; ein.wav 110; eine; eine.wav Due to grammatical differences, the number of entries needed may vary from language to language. This is why Polycom supplies the predefined key files for the supported languages.
ReadiVoice Administration & Maintenance Guide Running the Build Process To build an indexed WAVE file, use the genvoice utility in the /rahome/bridge/binaries/tools/ directory as follows: 1 Create or edit the key file as described above. 2 Be sure that all the input WAVE files are located in the proper directory or directories. 3 At the command prompt, enter: genvoice -i inputFile -d voiceDir -o outputFile [-v] inputFile specifies the key file to use.
Customizing & Branding Your ReadiVoice System Details About the WAVE File Format A WAVE file stores digital (sampled) audio data in Microsoft’s Resource Interchange File Format (RIFF). RIFF is a variant of Electronic Arts’ Interchange File Format (IFF). Unlike IFF, the Intel-oriented RIFF uses Little Endian byte order. For more information about RIFF, visit the Microsoft Developer Network (www.msdn.microsoft.com). RIFF files consist of logical units of data called chunks.
ReadiVoice Administration & Maintenance Guide Indexed WAVE File Specifications In Polycom’s indexed WAVE files, the Data chunk consists of a set of individual sound files that are concatenated together. An Index chunk enables Polycom applications to locate the individual sound clips and quickly piece them together to play phrases, numbers, dates, and so forth. The sound clips can be common words, digits, alphabetic letters, or even short phrases.
Customizing & Branding Your ReadiVoice System • GERMAN • JAPANESE • SPANISH • SWEDISH The Language chunk consists of the chunk identifier (lang), the size of the data member (DWORD), and the two-byte integer (WORD) language field. In RIFF notation: -> lang( ) // chunk ID // data member size // language Index Chunk The Index chunk identifies the starting position (offset) and length of each segment (sound clip) in the file.
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6 Diagnostics and Troubleshooting This chapter describes how to perform some diagnostic and troubleshooting tasks. Viewing Critical Logs The Critical Logs page (Figure 6-1) appears when you click the View Critical Logs link in the ReadiVoice home page’s navigation bar. It gives you access to critical troubleshooting information that may require corrective action. Processing the log files imposes significant processor and memory burdens on your computer and can take some time.
ReadiVoice Administration & Maintenance Guide The critical log file shows you critical entries about bridge processes, such as: • Bridge up or down. • Span trouble (doesn’t apply to IP systems). • Port capacity changes. • Bridge clock source changes or failures. • Abnormal bridge task deletion or suspension. Figure 6-2 shows a bridge critical log page. Typically, a properly running system has few or no entries. Each critical log entry contains a link to the raw log file from which it came.
Diagnostics and Troubleshooting Database Troubleshooting This section suggests some methods for diagnosing the database and investigating database problems. Checking for Informix Server Engine Errors To determine if an error has occurred in the Informix server engine, check the /usr/informix/online.log file for error or panic messages, using the grep command to search for those words. With the standard configuration, Informix temporarily stores results data in the /tmp directory.
ReadiVoice Administration & Maintenance Guide Logging Database Activity with the Database Monitoring Script Your ReadiVoice installation includes a Perl script, dbMon.pl, that logs Informix database information (such as number of active sessions and amount of memory used per session) into a file that can be used later for analysis.
Diagnostics and Troubleshooting Active sessions: This section shows the session IDs, user types (such as root, web, or cnow), and total used memory of active database connections. With this information, you can identify queries that are being run constantly against the database and determine the approximate time (to the nearest second) that it takes to run these queries.
ReadiVoice Administration & Maintenance Guide When you run the diagnose utility: 1 The bridge you’re testing calls you at the number you specified, using the first bridge resource to be tested. 2 When you answer the call, the bridge plays three numbers that identify the card, span, and channel on which the call is being made. In an IP system, the bridge plays a single number indicating the card on which the call is being made.
Diagnostics and Troubleshooting 6 Enter the logical number of the first card you want to test (card numbering begins with zero). You see: Enter Range of Cards: To: 7 Enter the logical number of the last card you want to test. To test only the card you entered in step 6, enter the same number again. If this is an IP system, The script displays a blank line, and your phone rings. Skip to step 12.
ReadiVoice Administration & Maintenance Guide 12 Answer the phone, listen to the message, and then hang up. For each call, you hear three numbers indicating the card, span, and channel being used for the call (or, in an IP system, a single number indicating the card). The details of each test call are recorded in the log file, so you need only note a channel if it has audio problems, such as static.
Diagnostics and Troubleshooting To start dial-in channel testing: 1 Remove the bridge or bridges from service and wait until all conferencing activity has finished. 2 Open the ive.ini file for editing. 3 In the [Debug] section, set LOG_CHAN_DEBUG to 1. The edited line should read: LOG_CHAN_DEBUG = 1 4 Save and close the edited ive.ini file. 5 Reboot the bridge or bridges so that the processors reread the ive.ini file and begin running in channel-debug mode.
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A Voice Prompts and Call Flows This appendix describes the default voice prompts installed with the ReadiVoice system, how they’re used, and the ReadiVoice call flows. Overview You can use multiple sets of voice prompts in the ReadiVoice system, which you can customize for specific needs. Before you start customizing your voice prompts or installing additional voice prompt sets, it helps to familiarize yourself with the default voice prompt set.
ReadiVoice Administration & Maintenance Guide The default prompt set includes a file, silence.wav, containing only a very brief silence. If you want to replace a specific prompt with nothing (that is, you don’t want any message to play in the situation where that prompt is called), you can replace it with a copy of silence.wav renamed to replace the .wav file that you don’t want played. The format of the .wav files depends on the type of bridges in your system: InnoVox 480 bridges: All .
Voice Prompts and Call Flows About Initial Greetings In a non-routed system, the bridge plays the initial greeting to callers. The file that’s appropriate depends on your system configuration: • If your system is Non-routed Private, then the initial greeting is always the helo_inbound.wav file, which doesn’t prompt the caller to enter anything.
ReadiVoice Administration & Maintenance Guide Voice Prompt File Reference This section documents the default voice prompt files installed in the ReadiVoice system. Table A-1 lists the default voice prompt files in alphabetical order.Use it as a reference when contemplating new voice prompt sets and to determine which voice prompts may need to be customized. Caution! When it responds to events by playing specific voice prompt files, ReadiVoice expects to find files with the filenames listed.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt Configuration or Feature Length (sec.) 40.wav “Forty” All 0.5 5.wav “Five” All 0.6 50.wav “Fifty” All 0.6 6.wav “Six” All 0.4 60.wav “Sixty” All 0.5 7.wav “Seven” All 0.6 70.wav “Seventy” All 0.6 8.wav “Eight” All 0.5 80.wav “Eighty” All 0.5 9.wav “Nine” All 0.8 90.wav “Ninety” All 0.7 ao_change_failure.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Length (sec.) Required Filename Default Prompt ao_none_avail.wav “This option is not currently available.” Account Options process ao_not_enabled.wav “I’m sorry, this feature is not enabled.” Account Options menu 2.5 ao_press_1.wav “Press 1.” Account Options menu 1.2 ao_press_2.wav “Press 2.” Account Options menu 1.3 ao_press_3.wav “Press 3.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt Configuration or Feature Length (sec.) cc_auto_on.wav “Auto Continuation is on.” Continuation 2.9 [Autocontinuation setting] cc_auto_overview.wav cc_auto_set_off_prompt.wav “Auto Continuation turns continuation on for all of your conferences, so they can continue after you disconnect.” Continuation “To turn Auto Continuation off, press 1.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Length (sec.) “Thank you. Your conference will now begin.” All 2.5 cf_default_non_part_ disconnect.wav “Thank you.” All (default part disconnect message) 0.7 cf_default_part_ disconnect.wav “You have been disconnected by the system. Please try your call again.” All (default non-part disconnect message) 4.4 cf_eip_disconnect.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Required Filename Default Prompt cf_in_conf_subs_cmd_ help.wav “The following conference commands are available to the subscriber: To request an operator, press star zero. To request an operator join your conference, press zero zero. To dial out, press star 1. To add a recorder to conference, press star 2. To change the conference entry and exit announcement options, press star 3.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Length (sec.) “The subscriber has not yet arrived. Please stand by.” Quick Start off 4.3 “Please wait.” All Required Filename Default Prompt cf_part_music_wait.wav cf_please_standby.wav [Part call flow] [Newcomer, dial-in or dial-out] “You have been disconnected by the conference moderator. Good-bye.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt cr_code_prompt.wav Not a prompt, but a symbolic link to either cr_access_code_prompt.wav or pw_prompt.wav. Configuration or Feature Length (sec.) Shared Access System [Dial-in, shared] See “About Initial Greetings” on page 181. cr_conf_ending.wav “This conference is not currently available. Please try your call again later.” All but routed and IP 5.0 [Dialin] cr_conf_full.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt csn_wrong_.wav “I’m sorry, your entry…” Configuration or Feature Length (sec.) Conference Security Code 1.9 [Part CSC flow] _csn_wrong.wav “… is not valid. Please enter the valid digits followed by the pound sign.” Conference Security Code 5.2 [Part CSC flow] csn_wrong_length.wav “I’m sorry, the conference security code must be 4 to 9 digits long.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Length (sec.) “… is not valid. Please enter the vaild digits followed by the pound sign.” Dial-out 1.8 do_blast_dial_subname_ announce_.wav Dial-out _do_blast_dial_subname_ announce.wav "... is calling you to join a teleconference. Please press one to join." Dial-out do_conf_full.wav "No additional people can be added to this call.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt do_part_disconnected.wav “The participant was disconnected.” Configuration or Feature Length (sec.) Dial-out (shortened call flow) [Sub dial-out short] do_part_joined.wav “The participant has entered the conference.” Dial-out (shortened call flow) [Sub dial-out short] do_proceed_prompt.wav “Press pound to proceed with dialing.” Dial-out 2.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt eea_name_entry_no_rc.wav “I’m sorry, Participant Name Record must be on to choose this option.” Configuration or Feature Length (sec.) Entry/Exit Announcement changeable 6.1 [Announce setting] eea_name_join_.wav Name Announce [Entry announce] _eea_name_join.wav “…has joined the conference.” Name Announce [Entry announce] eea_name_leave_.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt global_unmuted.wav “The conference has been un-muted.” Configuration or Feature Length (sec.) Custom mute/unmute confirmation (see page 162) [Sub in conf] helo_inbound.wav “Hello and welcome to the Conferencing Center.” Private number initial greeting on a fixed access system. 3.2 [Trad. Private, 2-Passwd. Private] helo_outbound.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt Configuration or Feature lo_subs_join.wav “This is a Listen Only conference.” Listen Only Entry Length (sec.) [Sub call flow] mute_not_enabled.wav “I’m sorry, this feature is not enabled.” Mute unavailable 2.5 [In conf part or sub] mute_off.wav All [In conf part or sub] mute_on.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt op_music.wav Configuration or Feature Length (sec.) Operator available 30.0 [Oper wait] op_no_op_disconnect.wav op_not_available.wav op_req.wav op_req_cancel.wav op_req_for_subs_only.wav “You have been disconnected by the system. Please try your call again.” All (no oper avail) “I’m sorry, there are no operators available to service your request.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt Configuration or Feature Length (sec.) pt_recorder.wav “A recorder…” Roll Call (private) 2.0 [In conf part or sub] pw_confirmation.wav “Thank you.” Two-password private call flow [2-passwd private] pw_disconnect.wav “You have been disconnected by the system. Please try your call again.” Two-password private call flow 4.4 [2-passwd private] pw_prompt.wav pw_wrong.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt qs_part_join.wav “This is a Quick Start conference, you will be placed into the conference.” qs_set_off_prompt.wav “To turn Quick Start off, press 1.” Configuration or Feature Length (sec.) Quick Start 4.7 [Part call flow] Quick Start [Quick Start setting] qs_set_on_prompt.wav “To turn Quick Start on, press 1.” Quick Start [Quick Start setting] qs_subs_join.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Required Filename Default Prompt rc_on.wav "Roll call is on. Participants will be prompted to record their names." Roll Call “Roll Call prompts participants to record their names as they join a conference. During the conference, any participant can press star 9 to hear the roll call replayed privately.” Roll Call “I’m sorry, we did not get your name.” Roll Call rc_overview.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Length (sec.) “Please stand by while your recording connection is established. To cancel the recording, press star 2.” Recorder Dial Out 7.2 sd_chan_.wav “Due to technical difficulties, you will be disconnected in…” All _sd_chan.wav “…minutes.” All sd_chan_now.wav “Due to technical difficulties, you will be disconnected now.” All sd_conf_.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Required Filename Default Prompt spw_overview.wav “The subscriber password is the password you use to log into the conferencing system, to start and join your conferences, and to change your account options.” Password changeable “Please enter your subscriber password followed by the pound sign.” Prompt for Subscriber spw_prompt.wav Length (sec.) [Account Options help] 3.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Required Filename Default Prompt wr_conf_locked.wav “This conference has been locked with Waiting Room on.” wr_count_.wav “There are…” Configuration or Feature Length (sec.) Waiting Room [In conf sub] Waiting Room [Sub WR processing] _wr_count.wav “…participants in the waiting room.” Waiting Room [Sub WR processing] wr_empty.wav wr_handling_prompt.wav wr_hold.wav wr_music.
Voice Prompts and Call Flows Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Required Filename Default Prompt wr_off.wav "Currently, your conferences start unlocked, so participants are put directly into conference." Lock (Waiting Room) available "Currently, your conferences start locked, so participants are put into the waiting room." Lock (Waiting Room) available “The conference will start locked with the waiting room on.
ReadiVoice Administration & Maintenance Guide Table A-1 All voice prompts, alphabetized (continued) Configuration or Feature Required Filename Default Prompt wr_sub_hold.wav “The subscriber has returned you to the waiting room. Please hold.” Waiting Room “You have been disconnected by the conference moderator. Good bye.” Waiting Room “Sorry. You have been in the waiting room for the maximum amount of time and will be disconnected. Goodbye.” Waiting Room wr_subs_disconnect.
Voice Prompts and Call Flows Call Flow Diagrams The following pages contain call flow diagrams for the ReadiVoice system. Figure A-2 provides a legend that explains some of the symbols and conventions used in the diagrams. The diagrams themselves are arranged into several groups or categories, as listed in Table A-2 below. Table A-2 Guide to call flow diagrams Category Figures Description Initial Inbound Call Flows A-3 – A-8 Initial inbound call processing for different call flow configurations.
ReadiVoice Administration & Maintenance Guide Figure A-2 Understanding the call flow diagrams Call Flow Legend Examples of and information about certain symbols and conventions used in the call flow diagrams. cr_access_code_wrong.wav Message to the user, usually one or more .wav file names. CONF_LOCKED lck_locked_disconnect.wav Message box containing both an event name (all caps) and a .wav file name. The .wav file shown is the default, but the system can be configured (in ive.
Voice Prompts and Call Flows Figure A-3 Traditional shared call flow (initial entry) Traditional Shared Call Flow Start Non-routed System Shared, Access Code required Starts when inbound call hits bridge. Ends at named process. Any error? No cf_call_not_ completed.wav Yes cr_code_prompt.wav (see note) cr_access_code_wrong_.wav entered code (numbers.wav) _cr_access_code_wrong.wav <3 Failed attempts? Hook Get tones Valid access code? No 3 Yes cr_access_code_wrong.
ReadiVoice Administration & Maintenance Guide Figure A-4 Traditional private call flow (initial entry) Traditional Private Call Flow Non-Routed System Private, Participant Password not available Starts when inbound call hits bridge. Ends at named process. Start Yes Found sub/ conf? No Any error? Yes cf_call_not_ completed.wav No Bad access number? helo_inbound.wav No No Problem communicating w/ conf? cr_conf_ending.wav Ending Other failure reason? cf_please_standby.
Voice Prompts and Call Flows Figure A-5 Two-password shared call flow (initial entry) Two Password Shared Call Flow Start Non-routed System Shared, Prompt for Subscriber off, Participant Password required Starts when inbound call hits bridge. Ends at named process. Any error? No cf_call_not_ completed.wav Yes cr_code_prompt.wav (see note) cr_access_code_wrong_.wav entered code (numbers.wav) _cr_access_code_wrong.wav Hook Get tones <3 30 sec. timer Failed attempts? 3 Yes cr_access_code_wrong.
ReadiVoice Administration & Maintenance Guide Figure A-6 Two-password private call flow (initial entry) Two Password Private Call Flow Non-routed System Private, Prompt for Subscriber off, Participant Password optional Start Starts when inbound call hits bridge. Ends at named process. Found sub/ conf? Yes No Any error? cf_call_not_ completed.wav Yes No Bad access number? helo_inbound.wav No No Problem communicating w/ conf? cr_access_number_ wrong.
Voice Prompts and Call Flows Figure A-7 Routed (INCR) call flow (initial entry) Routed Call Flow Routed (INCR) System – Access Code, if any, collected by switch. Starts when inbound call hits bridge. Ends at named process. Start cf_please_standby.wav <11 IP system? Problem communicating w/ conf? No Failed attempts? Yes No Yes Conf ending? IP Call process 11 Yes HR_CONF_END_IN_PROGRESS cf_eip_disconnect.wav Yes pw_prompt.wav Hook No 2-PW Private? No Subscriber in conf? No pw_wrong_.
ReadiVoice Administration & Maintenance Guide Figure A-8 IP Call process IP Call Process Applies to ReadiVoice-IP systems. Starts and ends in Routed (INCR) Call Flow. Start IP Call Process Any error? Yes cf_call_not_ completed.wav No pw_prompt.wav cr_access_code_wrong_.wav entered code (numbers.wav) _cr_access_code_wrong.wav Hook Get tones 30 sec. timer Error cr_access_code_ collection_failure.wav <3 Failed attempts? No subscription Conf busy cr_conf_busy.
Voice Prompts and Call Flows Figure A-9 Recording dial-out process Recording Process Starts in conference when subscriber enters recording command. Ends at Rejoin Conference process. Start Recording Process Recording enabled? No Yes rec_not_enabled.wav rec_conf_full.wav Yes Conf full? No Not recording rec_start_prompt.wav Recording state? rec_stop_prompt.wav Recording Get tones Get tones 10 sec. timer 10 sec. timer 1 entered? Yes Yes No No rec_wait.
ReadiVoice Administration & Maintenance Guide Figure A-10 Subscriber dial-out process (long) Subscriber Dial-out Process – default (long) configuration Starts in conference when subscriber presses *1. Ends at Rejoin Conference process. Start Subscriber DO Process do_not_enabled.wav No Dial-out enabled? Rejoin Conference do_conf_full.wav Yes do_not_completed.wav A Yes Conf full? No do_number_prompt.wav A Error Get tones 15 sec. timer Yes No 10 sec. timer # entered? do_bad_num_.
Voice Prompts and Call Flows Figure A-11 Subscriber dial-out process (short) Subscriber Dial-out Process – optional short configuration Starts in conference when subscriber presses *1. Ends at Rejoin Conference process. Start Short Subscriber DO Process Dial-out enabled? No Conf full? Rejoin Conference do_not_enabled.wav No do_conf_full.wav Yes A do_not_completed.wav Yes First or subsequent dial? do_short_number_ prompt.wav Subsequent Error A Get tones do_number_ prompt.
ReadiVoice Administration & Maintenance Guide Figure A-12 Called party dial-out process Called Party Dial-out Process Describes system interaction with the dialed-out line (the called party). Starts when system accesses line to place outbound call. May be initiated via Operator or Moderator interface or via “One Click” link. Ends at named process. Dial specified number Start Called Party DO Process 120 sec.
Voice Prompts and Call Flows Figure A-13 Dial-out newcomer process Dial-Out Newcomer Process Starts in Called Party Dial-Out process when caller type (subscriber or participant) isn’t known. Ends at named process. Start DO Newcomer Process 2-PW Private? No No Subscriber in conf? pw_wrong_.wav password (numbers.wav) _pw_wrong.wav pw_prompt.wav Yes <3 Error Yes Get tones Failed attempts? 10 sec. timer Prompt for subscriber? Participant process No Yes Yes Valid password? 3 No pw_wrong.
ReadiVoice Administration & Maintenance Guide Figure A-14 Subscriber call flow (after initial entry) Subscriber Process Starts after initial entry process (inbound call flow or called party dial-out process). Named processes are defined in their own flow diagrams. Subscriber Validation process Subscriber Start Account Options process No Conference Security Code process Yes Sub PW validated? lo_subs_join.
Voice Prompts and Call Flows Figure A-15 Participant call flow (after initial entry) Participant Process Starts after initial entry process (inbound call flow or called party dial-out process) or in Subscriber Validation process. Named processes are defined in their own flow diagrams. Participant Start Roll Call? Name Record process Yes Music Hold process No No Late subscriber? No Quick Start? Yes No Subscriber present? Yes Mute All? Dialed in (incl.
ReadiVoice Administration & Maintenance Guide Figure A-16 Subscriber validation process Subscriber Validation Starts in Subscriber Call Flow or Music Hold. Ends in Subscriber Call Flow. Start Subscriber Validation spw_prompt.wav spw_wrong_.wav password (numbers.wav) _spw_wrong.wav Error Get tones 10 sec. timer <3 spw_wrong.wav Yes Hook on failure? Failed attempts? 3 No Valid subscriber PW? Yes No Participant Call Flow HR_SUB_PASSWORD_FAIL spw_disconnect.
Voice Prompts and Call Flows Figure A-17 Conference security code process (subscriber) Subscriber Conference Security Code Process Starts and ends in Subscriber Call Flow. Start Sub CSC Process CSC already set? Yes No Optional csn_mandatory_ setup_prompt.wav Get tones Get tones 10 sec. timer 10 sec. timer No 5 csn_none_ set.wav csn_wrong_ length.wav Required csn_setup_prompt.
ReadiVoice Administration & Maintenance Guide Figure A-18 Conference security code process (participant) Participant Conference Security Code Process Starts and ends in Participant Call Flow. Start Part CSC Process Conf security code required? csn_prompt.wav Yes csn_wrong_.wav code (numbers.wav) _csn_wrong.wav No Get tones 10 sec. timer <3 Yes Correct? Failed attempts? No 3 csn_wrong.
Voice Prompts and Call Flows Figure A-19 Music hold process Music Hold Process Starts and ends in Participant Call Flow. Start Music Hold Process Problem communicating w/conf? cf_part_music_wait.wav Yes HR_CONF_END_SUB_LEAVE cc_conf_end_disconnect.wav Yes cf_conf_full.wav No Conf full? No Hook Conf ending? Yes HR_CONF_END_ IN_PROGRESS cf_eip_disconnect.wav Yes HR_CONF_LOCKED lck_locked_disconnect.wav No cf_music.
ReadiVoice Administration & Maintenance Guide Figure A-20 Name record process Subscriber/Participant Name Record Process Starts and ends in Subscriber or Participant Call Flow. Start Name Record Process rc_identify_prompt.wav rc_rerecord_prompt.
Voice Prompts and Call Flows Figure A-21 Locked/full conference process (participant) Locked/Full Conference Process Starts and ends in Participant Call Flow. A high-level view of the parallel subscriber process is shown for reference. See Sub WR Process diagram for details. Full Start Locked/Full Process Conf full or ending? cf_conf_full.wav Ending HR_CONF_END_IN_PROGRESS cf_eip_disconnect.wav No Locked? Waiting Room? Yes No HR_CONF_LOCKED lck_locked_disconnect.wav No wr_hold.
ReadiVoice Administration & Maintenance Guide Figure A-22 Operator wait process Operator Wait Process Starts in Traditional Shared, Two Password Shared, Two Password Private, Routed, IP Call, Subscriber Validation, or Participant Conference Security Code. Ends where it started. Start Operator Wait Process Operator logged in? Hook op_no_op_disconnect.wav No Yes op_hold.wav op_music.wav (repeats) No Operator answers? Operator assistance Yes OPER_ACTION op_disconnect.
Voice Prompts and Call Flows Figure A-23 Account options process Account Options Process Starts and ends in Subscriber Call Flow. Start Account Options Process ao_initial_menu.wav ao_none_avail.wav Get tones 10 sec. timer <5 Digits entered? Yes No Failed attempts? ao_wrong_key.
ReadiVoice Administration & Maintenance Guide Figure A-24 Account options menu Account Options Menu Process Starts and ends in Account Options Process. The first configurable option is assigned the 1 key (that is, ao_press_1.wav is played). The next is assigned the 2 key (ao_press_2.wav is played), and so on. Start AO Menu Process ao_main_menu_.wav All configurable options played ? Yes _ao_main_menu.wav ao_previous_menu_prompt.
Voice Prompts and Call Flows Figure A-25 Account options help Account Options Help Process Starts and ends in Account Options Menu process. Start AO Help Process ao_feature_overview_.wav Is password configurable? Yes spw_overview.wav Yes rc_overview.wav Yes qs_overview.wav Yes cc_auto_overview.wav Yes lo_entry_overview.wav Yes wr_overview.wav Yes eea_overview.
ReadiVoice Administration & Maintenance Guide Figure A-26 Announcement setting process Announcement Setting Process Starts either from roll call setting process or from subscriber entering DTMF command (default is *3) while in conference. Ends where started. Start Announce Setting Process eea_tone_entry.wav Announce type? Tone Name eea_name_entry.wav No ao_conf_return_ prompt.wav Silence eea_silence_entry.wav eea_set_menu.wav ao_previous_menu_ prompt.
Voice Prompts and Call Flows Figure A-27 Autocontinuation setting process Autocontinuation Setting Process Starts and ends in account options menu. Start Autocontinue Setting Process cc_auto_off.wav cc_auto_set_on_prompt.wav No Is autocontinue on? Yes cc_auto_on.wav cc_auto_set_off_prompt.wav ao_previous_menu_prompt.wav Get tones ao_wrong_key.wav 10 sec.
ReadiVoice Administration & Maintenance Guide Figure A-28 Listen only entry setting process Listen Only Entry Setting Process Starts and ends in account options menu. Start LO Entry Setting Process lo_entry_off.wav lo_entry_set_on_prompt.wav LOE Off lo_entry_on.wav lo_entry_set_off_prompt.wav LOE On LOE setting? ao_previous_menu_prompt.wav Get tones ao_wrong_key.wav 10 sec.
Voice Prompts and Call Flows Figure A-29 Password setting process Password Setting Process Starts and ends in account options menu. Start Password Setting Process spw_set_prompt.wav ao_previous_menu_prompt.wav spw_invalid.wav Get tones spw_wrong_length.wav 10 sec. timer <3 Failed attempts? No No Anything entered? Yes * (star key)? No Valid number of digits? ao_change_failure.wav End Password Setting Process Yes Valid password? Yes Yes 3 No Password changed spw_repeat_.wav pw (numbers.
ReadiVoice Administration & Maintenance Guide Figure A-30 Quick start setting process Quick Start Setting Process Starts and ends in account options menu. Start Quick Start Setting Process qs_off.wav No Is QS on for subscription? No Is QS setting same for subscription and conf? qs_on.wav Yes qs_future_affecting.wav Yes qs_set_on_prompt.wav No Is QS on for subscription? Yes qs_set_off_prompt.wav ao_previous_menu_prompt.wav Get tones ao_wrong_key.wav 10 sec.
Voice Prompts and Call Flows Figure A-31 Roll call setting process Roll Call Setting Process Starts and ends in account options menu. Start Roll Call Setting Process rc_off.wav rc_set_on_prompt.wav No Is Roll Call on? Yes No Is entry announcement configurable? Yes ao_previous_menu_ prompt.wav rc_on.wav rc_set_off_prompt.wav eea_change_prompt.wav ao_wrong_key.wav Get tones 10 sec.
ReadiVoice Administration & Maintenance Guide Figure A-32 Waiting room setting process Waiting Room Setting Process Starts and ends in account options menu. Start WR Setting Process wr_off.wav wr_set_on_entry_prompt.wav wr_set_on_lock_prompt.wav WR Off wr_on_lock.wav wr_set_on_entry_prompt.wav wr_set_off_prompt.wav WR On WR setting? WR On, Conf Locked wr_on_entry.wav wr_set_off_prompt.wav wr_set_on_lock_prompt.wav ao_previous_menu_prompt.
Voice Prompts and Call Flows Figure A-33 Entry announce process Entry Announce Process Describes what the system plays to the conference (shaded boxes) as someone enters the conference. Starts and ends in Subscriber, Participant, or Rejoin Conference process. Start Entry Announce Process No Name announce? Anonymous? Yes No Yes Tone announce? Yes eea_tone_join.wav eea_anon_join.wav eea_name_join_.wav recorded name _eea_name_join.wav No End Entry Announce Process No Error playing .
ReadiVoice Administration & Maintenance Guide Figure A-34 Exit announce process Exit Announce Process Describes what the system plays to the conference (shaded boxes) as someone leaves the conference. Starts in conference and ends with leaving party gone (temporarily, as when subscriber departs to process WR or speak with operator, or permanently, as when someone is disconnected from the bridge).
Voice Prompts and Call Flows Figure A-35 Waiting room process (subscriber) Subscriber WR Process Starts with subscriber in conference, which is locked with waiting room. After process reaches end, it restarts if any callers remain in waiting room or new caller arrives. New caller Reminder time? No Announce type? Name No Caller anonymous ? No Yes Tone Reminders on? No 57 (DTMF) wr_count_.wav count (numbers.wav) _wr_count.wav Yes Yes wr_new_anon_ caller.wav Get tones wr_new_caller_.
ReadiVoice Administration & Maintenance Guide Figure A-36 Toggle waiting room reminders process Toggle Waiting Room Reminders Process Starts in conference when subscriber enters command to toggle waiting room reminders (default is #6). Ends at Rejoin Conference process. Start Toggle WR Reminders Process No Prompt wr_notification_on.wav or custom .wav file Toggle acknowledge type? Tones Reminders on? Yes Prompt None wr_notification_off.wav or custom .
Voice Prompts and Call Flows Figure A-37 Roll call process Roll Call Process Starts in conference when participant or subscriber enters roll call command. Ends in conference or at Rejoin Conference process. Start Roll Call Process Roll Call enabled? Yes Subscriber? No No cf_caller_count_.wav count (numbers.wav) _cf_caller_count.wav Any recorded names? No Proprietary & Confidential Private or conf? Yes Conference Private Any recorded names? Yes No rc_.wav count (numbers.wav) _rc_.
ReadiVoice Administration & Maintenance Guide Figure A-38 Operator request process Operator Request Process Starts in conference when participant or subscriber enters operator request command (via DTMF or Moderator/API). Ends at Rejoin Conference process. Start Operator Request Process Oper reqs enabled? Yes No Subscriber or Moderator? No Yes Oper Req for sub only? DTMF or Mod/API? Yes No Mod/API DTMF op_req_for_subs_only.
Voice Prompts and Call Flows Figure A-39 Rejoin conference process Rejoin Conference Process When someone in conference enters a command, the system usually disconnects that person’s line (channel) temporarily from the conference (although the conference can still be heard). When the requested interaction or command execution is finished, this process governs how the line is returned to the conference.
ReadiVoice Administration & Maintenance Guide Figure A-40 End conference process (subscriber) Subscriber End Conference Process Starts in conference when subscriber enters end conference command (default is #8). Ends at Rejoin Conference process or with conference termination. Start Sub End Conf Process ct_manual_prompt.wav Error Get tones 10 sec. timer Yes ct_manual_end.wav End conference 1 entered? No ct_manual_canceled.
Voice Prompts and Call Flows Figure A-41 In-conference commands by subscriber In-conference Subscriber/Moderator Commands All start in conference when subscriber enters indicated DTMF (touchtone) command (defaults shown) or corresponding Moderator command. Also shown here is notification of subscriber that an operator wants to join a locked conference. Subscriber entered ** Subscriber entered *0/00 (or Moderator) Subscriber entered *1 cf_in_conf_subs_cmd_help.
ReadiVoice Administration & Maintenance Guide Figure A-42 In-conference commands by subscriber (continued) In-conference Subscriber/Moderator Commands All start in conference when subscriber enters indicated DTMF (touchtone) command (defaults shown) or corresponding Moderator command. Subscriber entered *5 (or Moderator) lck_conf_unlocked.wav Subscriber entered *6 (or Moderator) Mute sound type? Tones Rejoin Conference mute_on.wav Playing error? Custom file Yes custom .
Voice Prompts and Call Flows Figure A-43 In-conference commands by subscriber (continued) In-conference Subscriber DTMF and Moderator Commands All start in conference when subscriber enters indicated DTMF (touchtone) command (defaults shown) or corresponding Moderator command. None Subscriber entered 99 (or Moderator) Unmute all Mute sound type? Tones 53 (DTMF) Rejoin Conference Custom file custom .
ReadiVoice Administration & Maintenance Guide Figure A-44 In-conference commands by participant In-conference Participant Commands All start in conference when participant enters indicated DTMF (touchtone) command (defaults shown). Participant entered ** cf_in_conf_part_cmd_help.wav Participant entered *0/00 Operator Request process Participant entered *6 Mute sound type? Tones mute_on.wav Custom file Rejoin Conference Playing error? Unmute sound type? Tones mute_off.
Voice Prompts and Call Flows Figure A-45 Conference termination process Conference Termination Process Starts in conference when system determines that conference has exceeded the maximum time for a one-person (or configured minimum) conference. Ends at Rejoin Conference process or with conference termination. Start Conf Termination Process Refer to operator? Yes Operator logged in? Yes No No Operator assistance ct_auto_prompt.wav Wait at least 30 seconds Get tones 10 sec.
ReadiVoice Administration & Maintenance Guide Figure A-46 Other in-conference events Miscellaneous Events In-conference events experienced by those indicated in circumstances shown. Participants only: Subscriber entered #8 and then 1 ct_manual_disconnect.wav Hook Subscriber and participants: Channel or conference? Shutdown necessary Minutes to shutdown Channel Conf <1 Minutes to shutdown <1 1 or more sd_chan_.wav minutes (numbers.wav) _sd_chan.wav sd_chan_now.wav sd_conf_.
B CDR Data Reference This appendix describes post-conference data found in the Call Detail Records (CDRs). CDRs provide the billing information for your ReadiVoice system. CDR Processing Database The CDR database is composed of five Informix tables. These tables are kept in a DBSPACE within the Informix storage area. By convention, this DBSPACE is called dbspace1.
ReadiVoice Administration & Maintenance Guide Informix CDR Tables Five Informix tables hold information from completed conferences: • Conference Information (cdr_post_conf) • Participant Information (cdr_post_part) • Feature Information (cdr_post_state) • Conference End Verification (cdr_end_conf) • ACM Data (cdr_acm_data) The tables that follow describe the contents of each Informix table. Fields in bold type have indexes.
CDR Data Reference Table B-1 Conference Information (cdr_post_conf) (continued) Field Name Field Type Description reserver_title CHAR(10) Title of subscriber. In the CNOW database, this is TITLE from the SUBSCRIBERDETAIL table. reserver_first CHAR(30) First name of subscriber. In the CNOW database, this is FIRSTNAME from the SUBSCRIBERINFO table. reserver_last CHAR(30) Last name of subscriber. In the CNOW database, this is LASTNAME from the SUBSCRIBERINFO table.
ReadiVoice Administration & Maintenance Guide Table B-1 254 Conference Information (cdr_post_conf) (continued) Field Name Field Type Description r_security_enable SMALLINT Forced to zero (0). r_pre_notify SMALLINT Forced to zero (0). r_full_duplex SMALLINT Forced to zero (0). u_no_show SMALLINT Forced to zero (0). u_cancelled SMALLINT Forced to zero (0). externalid_b CHAR(30) Optional External ID B (an alternative ID) for subscriber.
CDR Data Reference Table B-2 Participant Information (cdr_post_part) Field Name Field Type Description conf_id INTEGER Conference ID (key to cdr_post_conf table) (indexed with part_id). sub_id SMALLINT Forced to zero (0). subscriber_number CHAR(20) Dial-in = A number Dial-out = B number connect_number CHAR(20) B number (DNIS). billing_number CHAR(20) Not applicable. part_actual_start INTEGER Start time for participant in UNIX seconds (when participant connects to bridge).
ReadiVoice Administration & Maintenance Guide Table B-2 Participant Information (cdr_post_part) (continued) Field Name Field Type Description part_first CHAR(30) If subscriber record, one of the following: • ACM Pins value, if any • Blank, if participant name updated (via API, Operator, or Moderator) and no ACM Pins • Otherwise, FIRSTNAME from SUBSCRIBERINFO table If participant record, one of the following: • ACM Pins value, if any • Blank, if participant name updated (via API, Operator, o
CDR Data Reference Table B-2 Participant Information (cdr_post_part) (continued) Field Name Field Type Description port_group SMALLINT Forced to zero (0). res_port_group SMALLINT Forced to zero (0). line_number INTEGER Forced to zero (0). card_num SMALLINT Identifies the card on which the conference was running. cdr_status CHAR(1) Identifies the status of the CDR. Possible values: Proprietary & Confidential ‘ ‘ The call ended normally. ‘?‘ The CDR is incomplete (i.e.
ReadiVoice Administration & Maintenance Guide Table B-3 Feature Information (cdr_post_state) Field Name Field Type Description conf_id INTEGER Conference ID (key to cdr_post_conf table). part_id INTEGER Participant ID (key to cdr_post_part table).
CDR Data Reference Table B-3 Feature Information (cdr_post_state) (continued) Field Name Field Type Description oper_id INTEGER Participant ID of the operator answering the request. Set for duration events 8 and 9; otherwise N/A. start_time INTEGER Start timestamp of feature in UNIX seconds. end_time INTEGER End timestamp of feature in UNIX seconds (set to 0 for common events). a. Duration events have both a start_time and end_time. b.
ReadiVoice Administration & Maintenance Guide 260 Proprietary & Confidential
C SNMP Events and Alarms This appendix contains reference information for ReadiVoice system and bridge events and their SNMP variables. It also describes SNMP logging, which produces log files of usage and performance data, and the ReadiVoice Monitoring Tool, which provides remote (pager or email) notification of alarm events. SNMP Reference The ReadiVoice system supports the Simple Network Management Protocol (SNMP).
ReadiVoice Administration & Maintenance Guide Figure C-1 SNMP overview ReadiVoice System Other Modules SNMP Agent SNMP Module Voyant-Written Custom Agent Extension for ReadiVoice Requests To Get Information Or Change Configuration Requests To Get Information Or Change Configuration System Configuration Information Alarms, Errors, and Status Information Asynchronous Notification of Changed Information or Alarms Network Management Station 262 Proprietary & Confidential
SNMP Events and Alarms Contents of the SNMP MIB The MIB contains four tables: sysTable — system information sysHistogramTable — system histogram (statistical) information brgTable — bridge information brgHistogramTable — bridge histogram (statistical) information The tables that follow list all the fields in each MIB table. Table C-1 The SNMP MIB’s system information table Field Description sysNumBridgesActive Number of active bridges. sysNumModeratorDialOuts Number of dial-outs made by moderator.
ReadiVoice Administration & Maintenance Guide Table C-1 The SNMP MIB’s system information table (continued) Field Description sysCrNoCapacity SS7 routing failures – no capacity. sysCrNoDBEntry SS7 routing failures – no DB entry (bad number). sysCrOutOfTranslationNum SS7 routing failures – out of translation number. Table C-2 The SNMP MIB’s system histogram table Field Description sysTime Hour-based time (index into the table). sysConfAvgSize Average size of the conferences for the system.
SNMP Events and Alarms Table C-3 The SNMP MIB’s bridge information table (continued) Field Description brgNumDTMFDialOuts Number of dial outs made by DTMF. brgNumDialsIn Number of dial ins. brgNumConfsActive Number of active conferences. brgPortMaxCapacity Total number of available ports in the bridge. brgNumPortsReserved Number of reserved ports in the bridge. brgNumPortsActive Number of active ports in the bridge. brgNumOperatorsActive Number of active operators in the system.
ReadiVoice Administration & Maintenance Guide Table C-4 The SNMP MIB’s bridge histogram table (continued) Field Description brgOperQueueAvgWait Average wait time in the operator queue. brgOperQueueMaxWait Maximum wait time in the operator queue. cfgTimeFormat Time format: 0 = 12-hour clock; 1 = 24-hour clock. Using the SNMP Log Files If you enable the SNMP logging function (see “Enabling SNMP Logging” on page 141), it writes system usage and performance data to log files on an ongoing basis.
SNMP Events and Alarms Figure C-2 Sample SNMP log file DATE/TIME,BRIDGEID,CONFERENCES,MAX_CAPACITY,ACTIVE_PORTS,ALLOCATED_PORTS,DIAL_INS,DTMF_DIAL_ OUTS,MODERATOR_DIAL_OUTS,OPERATOR_DIAL_OUTS,OPERATORS,OP_QUEUE,SYS_CONFERENCE,SYS_MAX_ CAPACITY,SYS_ACTIVE_PORTS,SYS_ALLOCATATED_PORTS,SYS_DIAL_INS,SYS_DTMF_DIAL_OUTS,SYS_ MODERATOR_DIAL_OUTS,SYS_OPERATOR_DIAL_OUTS,SYS_MODERATOR,SYS_MODERATOR_USAGE,SYS_OPERATORS, SYS_OP_QUEUE_LENGTH,SYS_TIMEOUTS,SYS_NO_CAPACITY,SYS_NO_DATABASE_ENTRY,SYS_OUT_OF_ TRANSLATIONS_N
ReadiVoice Administration & Maintenance Guide Table C-5 SNMP log file fields (continued) Field Description Example 1 Example 2 SYS_CONFERENCE Number of active conferences for the system 3 5 SYS_MAX_CAPACITY Port capacity available (number of ports in system) 1440 1440 SYS_ACTIVE_PORTS Ports in use – active across the system 12 16 SYS_ALLOCATATED_PORTS Ports in use – reserved across the system 20 22 SYS_DIAL_INS Number of dial-ins for the system 12 14 SYS_DTMF_DIAL_OUTS Number of
SNMP Events and Alarms Table C-5 SNMP log file fields (continued) Field Description Example 1 Example 2 MAX_CAPACITY Port capacity available 480 480 ACTIVE_PORTS Ports in use – active for the bridge 12 12 ALLOCATED_PORTS Ports in use – reserved for the bridge 20 14 DIAL_INS Number of dial-ins for the bridge 12 12 DTMF_DIAL_OUTS DTMF dial-outs for the bridge 0 0 MODERATOR_DIAL_OUTS Moderator (GUI) dial-outs for the bridge 0 0 OPERATOR_DIAL_OUTS Operator (GUI) dial-outs for the
ReadiVoice Administration & Maintenance Guide Table C-5 SNMP log file fields (continued) Field Description Example 1 Example 2 OPERATOR_DIAL_OUTS Operator (GUI) dial-outs for the bridge 0 0 OPERATORS Number of operators for the bridge 1 1 OP_QUEUE Operator queue length (number) for the bridge 0 0 Contents of Histogram Log File Figure C-3 shows a sample of a histogram log file. The first line in the sample contains the field names. The remaining lines are example records.
D ReadiVoice-IP with IP Tributaries ReadiVoice-IP systems can be configured to enable the IP Tributaries feature. This feature provides alternative access methods for initiating and entering a conference. These methods perform authentication and call routing, and thus can bypass elements of the front-end call flow. To use this feature, you must provide an authentication mechanism separate from the ReadiVoice system.
ReadiVoice Administration & Maintenance Guide Password Included— One-Password Call Flow ReadiVoice-IP has three possible IP tributaries for one-password call flows. Clear Text Password In this type of SIP INVITE, the TO header includes the access code and password.
ReadiVoice-IP with IP Tributaries or TO: sip:accessnumber@host;PCODE=password When the header has one of these formats, the caller enters the traditional ReadiVoice call flow after the password prompt (rather than being prompted for a password). If the password within the header is invalid, the system sends a 401 Unauthorized response to the INVITE. PCODE="" is also valid if the participant password field in the database is empty.
ReadiVoice Administration & Maintenance Guide Implementing IP Tributaries To implement IP tributaries: 1 Voyant technical support must modify the .suarc configuration file and enable the IP tributary configuration parameters. 2 You must create the mechanism (email, outside IVR system, website, etc.) for collecting the correct information and formatting the URI of the INVITE sent to the CACS. You may implement multiple IP tributaries; none of these methods are mutually exclusive.
Index Symbols .
ReadiVoice Administration & Maintenance Guide monitoring 86 rebooting 113 routing lists 25 troubleshooting channels 149 bridge groups adding 25 deleting 26 managing 25 modifying 26 Bridge Groups page 26 bridges 5 Bridges page 20 C CacsEvtUpdate table 110 call detail record (CDR) 251 call flow diagrams 205 shortened for dial out 124 call flow diagram, basic 13 call flow fields 52 call flow, basic 12 capacity alarms 131 CDR by conference 74 by subscriber 73 database 251 for one conference 76 overview 72 purg
Index troubleshooting 147 dbMon.
ReadiVoice Administration & Maintenance Guide system diagram 9 IP Tributaries, overview 14 ive.
Index P page Access Classes 33 Access Phone Numbers 36, 38 Add Provider 45 Application Providers 43 Bridge Groups 26 Bridges 20 Conference Status 72 Edit Group 48 Edit Routing List 28 Invalid Subscriber Password Table 67 Modify Existing Access Phone Number 39 Number Groups 31 Operator Registered Subscriber Groups 65 Passwords 64 Prompt Sets 168 Quick Provisioning Setup 61 Routing Lists 27 Subscriber Group 47 System Administration home 17 System Status 71 Translation Numbers 23 pager notification 131 Passwo
ReadiVoice Administration & Maintenance Guide routing list 29 restarting ReadiVoice processes 111 Solaris 112 restoring manual backup 115, 116 purged CDR records 108 rlogcap 97, 111 roll call touchtone commands 161 routed system 5 routing lists 25 deleting 29 managing 27 modifying 28 renaming 29 Routing Lists page 27 S scripts, purge 105 servers 5 Session Initiation Protocol (SIP) 11 setting up provisioning 60 shared access number 35 Shortened Dial-Out Callflow 124 shutdown 112 signaling flow 8 Simple Netw
Index customizing 155 listen only 160 lock/unlock 158 mute all / unmute all 160 mute/unmute 159 roll call 161 touchtone initiated changes, updating 128 translation number type fixed 120 fixed with 3-digit code 120 random 120 translation numbers adding 23 changing 24 defined 22 managing 22 Translation Numbers page 23 troubleshooting database (dbMon.pl) 147 telephony 149 two-password call flow, overview 14 U UDO. See Dial-Out Billing. unattended dial out (UDO). See Dial-Out Billing.
ReadiVoice Administration & Maintenance Guide 282 Proprietary & Confidential
