Home Page Table of Contents SVMi-8E/SVMi-16E Programming Reference Table of Contents 1 2 System Main Menu 3 [A] Open Block Table 4 [B] Save Application 5 [C] Schedule Table 7 [D] Subscriber List 9 [E] System Wide Parameters 12 [F] Voice Studio 17 [G] Operating Utilities 22 [H] Port Activity 28 [I] Override Mode 32 [J] View System Reports 33 [K] Site Information 36 [L] Status Screen 37 Explanation of Default Configuration 39 Application Design 39 Important Basic Concepts 39
Home Page Table of Contents Table of Contents 3 2 Appendix 44 Special Characters Used When Writing Dialing Instructions 44
Home Page Table of Contents 1 System Main Menu The following section provides in-depth definitions and descriptions of all the programmable fields within the SVMi software. Some fields are not accessible in the SVMi-8E/SVMi-16E. If you cannot put the cursor on them you can not change them. To access the System Main Menu, from the Status screen press [ESCAPE] and enter the password, then press ENTER. The System Main Menu provides easy access to the different areas of SVMi-8E/SVMi-16E programming.
Home Page Table of Contents System Main Menu [A] OPEN BLOCK TABLE To Open a Block Table, from the System Main Menu select OPEN BLOCK TABLE and press ENTER. You may need to move your cursor through the list to scroll and access all the blocks available. The Block Table is used for building SVMi-8E/SVMi-16E call routing applications, as well as Audiotex, Fax-OnDemand, and Query applications.
Home Page Table of Contents System Main Menu [B] SAVE APPLICATION If changes are made to the customer database they are live and immediate, however they are not immediately saved to disk. The save to disk will only take place if: a) The administrator reboots the system after gracefully exiting using 'Operating Utilities' and 'Exit SVMi8E/SVMi-16E'. OR b) The nightly maintenance runs. This happens each night at 3 a.m. OR c) The administrator selects 'Save Application' for the System Main Menu.
Home Page Table of Contents System Main Menu The system will politely Lock all ports before performing the save. If any port is off hook engaged in a call, the system will wait until the caller hangs up before locking that port.
Home Page Table of Contents System Main Menu [C] SCHEDULE TABLE The Schedule Table determines when the SVMi-8E/SVMi-16E will automatically change Modes. A mode is a set of operating rules for a specific situation, like day mode or night mode. These changes may be based on Port Number, Date or Day of Week, and Time of Day. The Schedule Table contains one record for each scheduled change.
Home Page Table of Contents System Main Menu MODE NAME COLUMN This is the mode block which will start the application. To create a new mode, highlight a blank line and press ENTER to bring up the Target Generator. Select a new or existing mode block and press ENTER. The Mode Name column is automatically filled in. To review or edit an existing mode block simply press 'Ctrl + O' on the highlighted mode Block you selected.
Home Page Table of Contents System Main Menu [D] SUBSCRIBER LIST Subscriber List To access the subscriber list, from the System Main Menu select SUBSCRIBER LIST and press ENTER. You will be asked to select a group number the default subscriber group is 01. (NOTE: You can have up to 99 different subscriber groups on the SVMi-8E/SVMi-16E system.
Home Page Table of Contents System Main Menu To view a subscriber's data, scroll to the correct subscriber using the arrow keys and press ENTER. Use the right arrow key to select extension block or mailbox block. When you have made your selection press 'Ctrl + O' (to open) and the highlighted block will open. You can then edit specific fields. See Extension Block and Mailbox Block for additional information. You will also see an EClass and MClass.
Home Page Table of Contents System Main Menu This will be useful in Multi-Node iDCS 500 Release 2 Networking environments were you are using multiple SVMi8E/SVMi-16E and utilizing Network Mailboxes. You can Export the Subscribers from one node to a Export.txt file and then import those subscribers into another SVMi-8E/SVMi-16E in another node as Network MBXs.
Home Page Table of Contents System Main Menu [E] SYSTEM WIDE PARAMETERS To access the System Wide Parameters, from the System Main Menu select SYSTEM WIDE PARAMETERS and press ENTER. (NOTE: Only Administrator's logged in with the System Administration Password can gain access to System Wide Parameters. System Wide Parameters include fields displaying the software release, version number, the authorized number of ports, and options. Other parameters control functionality for the whole system.
Home Page Table of Contents System Main Menu System Timers System Wide Parameters Page 2 of 3 SCREEN TIMEOUT This is the time before the administration screen will revert to the port status screen. DAILY MAINTENANCE TIME This is the time when SVMi-8E/SVMi-16E performs routine daily maintenance. Daily maintenance will save the system tables and perform message purging (Voice Mail, Announcement, and/or Fax features). Inputs must be specified in 24-hour time. The default setting is 3:00 AM.
Home Page Table of Contents System Main Menu System Passwords SUBSCRIBER DEFAULT PASSWORD The digits used as the default settings for extension and mailbox passwords. The digit input may be from 1 to 8 digits in length. When a mailbox or extension password is reset, this is the value that the password will be reset to. The default setting is 0000. SUBSCRIBER PSWD MINIMUM LENGTH This parameter defines the minimum number of digits used in a subscriber's password.
Home Page Table of Contents System Main Menu 32 Kbit 2GB HD 256MB CF 128MB CF 64MB CF Y (Default) 144 Hours 18 Hours 9 Hours 4.5 Hours N 192 Hours 24 Hours 12 Hours 6 Hours Hours are approximates and are to be use as a general guideline. Actual message storage will vary based on size of application, number of subscribers, audiotex and fax document usage, as well as number of faxmail messages.
Home Page Table of Contents System Main Menu Multilingual Voice Prompts Support The Multilingual Voice Prompt Support page shows a list of all installed languages. Languages are defined by Language and Locale (or dialect). The two fields on this page that you can edit are: System Wide Parameters Page 3 of 3 KEY CODE The key code is the digit entered by the caller and used by the SVMi-8E/SVMi-16E to identify a language selection.
Home Page Table of Contents System Main Menu [F] VOICE STUDIO To access the Voice Studio, from the System Main Menu select VOICE STUDIO and press ENTER. The Voice Studio is an utility for recording custom prompts and announcements. A series of dialog screens will lead you through setting up your system for recording. You will be asked the following questions. THE TELEPHONE EXTENSION The telephone extension number to use.
Home Page Table of Contents System Main Menu Prompt Recording Studio LANGUAGE This is a language option. You may select from any installed language and from that point on the Voice studio will interact with that language. CODE This is the code for the language (actually it represents the directory in which the Language is installed). It is a memo field only and can not be changed. PROMPT NUMBER The number of the Prompt to be recorded or reviewed.
Home Page Table of Contents System Main Menu Announcement Recording Studio When selecting to record an announcement a Group dialog box will open so you can select the group number that this announcement belongs to. There can be up to 99 different groups. For most applications you will select group 01 unless you have written your application to use multiple groups. ANNOUNCEMENT NUMBER The number of the Announcement to be recorded or reviewed.
Home Page Table of Contents System Main Menu TEXT Space is provided for entering the text of the Announcement to be recorded. Use this space to provide information on the intended usage of the recording. The entered text has no effect on the actual recording. However, it is recommended that the recording be the same as the text to make later editing or re-recording easier.
Home Page Table of Contents System Main Menu FAX NUMBER The number of the Fax to be recorded or reviewed. After entering a valid prompt number you will be presented with instructions to record or re-record. LENGTH The length of the recording in seconds. This parameter is automatically filled in by the SVMi-8E/SVMi16E when the Fax is recorded. RECORDED The date the recording was made or last updated.
Home Page Table of Contents System Main Menu [G] OPERATING UTILITIES To access Operating Utilities, from the System Main Menu select OPERATING UTILITIES and press ENTER. This menu screen is used for accessing various display logs and System Administrator facilities. The utilities and parameters contained within the Operating Utilities are as follows: [A] Display User Log This log provides information on all user accesses to the system.
Home Page Table of Contents System Main Menu [B] Display Error Log This is a log of all system errors and other information including startup and System Daily Maintenance.The information supplied in this log includes: SVMi-8E/SVMi-16E breeding mailbox, lost message file recovered, SVMi8E/SVMi-16E shutting down and other system information. During system maintenance this log will be truncated. Only the most recent 1MB will be kept.
Home Page Table of Contents System Main Menu [E] Subscriber Import The Subscriber Import provides an easy way to import large lists of subscribers into SVMi-8E/SVMi-16E from any existing text file. Use an existing text file with all employees listed to quickly create an import file and follow the instructions provided by SVMi-8E/SVMi-16E in the dialog screens. Q Q Q Q Q Select Group Edit Template Dialog Select the .
Home Page Table of Contents System Main Menu Edit Template Dialog This dialog provides directions for importing subscribers. Make sure the Template Mailbox and Extension Blocks are set up BEFORE importing the subscribers. SVMi-8E/SVMi-16E will set up the imported subscriber extensions and mailboxes using these Blocks. This reduces the amount of work needed later on to set these Blocks up oneby-one for each subscriber. The file used to import the subscribers can be any name but MUST have a .
Home Page Table of Contents System Main Menu Select Subscriber Objects Dialog This facility allows easy importation of a large number of subscribers. In the selection field enter either: E for Extensions M for Mailboxes B for Both EXT & MBX N for Network MBX Create a text file, or use any existing text file, to import subscribers. The file can be named user.txt and include separate columns for the user name, extension, and/or mailbox. Only the subscriber list may be in the file. The user.
Home Page Table of Contents System Main Menu Review Import List Dialog Scroll through, and review, the subscriber list. The list may not be edited at this point. Accept it as is and press ENTER or reject the list and press the ESC key. All editing that may need to be done on the subscriber list must be done in the text file the list was created in. [F] Clear Report Count This clears all report counters.
Home Page Table of Contents System Main Menu [H] PORT ACTIVITY The Port Activity Monitor is an extremely useful tool for diagnosing problems on an installed SVMi series system. This screen will display all activity in real time as it happens and is also being broken up and written to the Activity, User, and Error Logs simultaneously. This activity contains detailed information for both, Subscriber and Public Caller, call sessions. The viewable Monitors are Monit, CP, and Debug.
Home Page Table of Contents System Main Menu ERROR: Displays the Error Log. Syntax: ERROR EXITALL Forces the SVMi to perform an immediate shutdown, and returns the cursor to the DOS command prompt. This will not wait for ports to clear and will terminate any existing calls in progress. Syntax: EXITALL FILES: Allows copying, renaming, viewing, and deleting files. You can use the Files command similarly to using the DIR command in DOS, [drive:\path\filename.ext].
Home Page Table of Contents System Main Menu SERIAL: List block serial numbers by block type. Syntax: SERIAL [block type] SHELL: Halts/Suspends system operations and executes a DOS command or brings you to a DOS prompt. By using the SHELL command by itself you can temporarily exit to a DOS shell. To return to the Port Activity Screen after running the Shell in this fashion you must type EXIT from the DOS prompt.
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Home Page Table of Contents System Main Menu [I] OVERRIDE MODE The Override Mode bypasses control of the Schedule Table. This allows the System Administrator to immediately put a single port or group of ports in a specific mode.This override will stay active, on the specified ports, until the System Administrator reasserts the automatic schedule. The Override Mode can be activated remotely by the System Administrator. See Manual Mode Selection. The Override Mode has one page which contains all parameters.
Home Page Table of Contents System Main Menu [J] VIEW SYSTEM REPORTS Management Information The SVMi-8E/SVMi-16E architecture provides a large number of counters to track specific events occurring in an application and on a system wide basis, this allows an administrator to quickly view activity and parameter value settings.
Home Page Table of Contents System Main Menu CALLS TO SUBSCRIBERS - EXTENSIONS A listing of how all calls to the subscribers were handled and their percentages. For example, 9% of all calls to subscribers were cases where the subscriber's extension was busy. TOT SUBSCALLS The total number of calls to the subscriber's extensions. CALLER HOLD TIME The total number of minutes callers were on hold. MESSAGE ACTIVITY (CALL DISTRIBUTION) Displays call activity for public callers and subscribers in Mailboxes.
Home Page Table of Contents System Main Menu CREATED The date and time the report was actually created. CALLS The total number of calls that came in during a specific hour. %TC The percentage of all calls received during a specific hour. MINUTES The total connect time, in minutes, of all calls during a specific time period. PORT UTILIZATION BY HOUR A listing of the time periods and their port utilization by percentage. By Port Number (Port Utilization) Displays call activity by port.
Home Page Table of Contents System Main Menu [K] SITE INFORMATION This screen menu allows the System Administrator access to helpful information about the site in which the SVMi8E/SVMi-16E is installed. This information becomes very useful long after the system installation has been completed. These are only memo screens but it is recommended that these screens be filled out for all sites. Having a record of all port connections helps make trouble shooting easier, if it becomes necessary.
Home Page Table of Contents System Main Menu [L] STATUS SCREEN The is the normal operating screen for the SVMi-8E/SVMi-16E. The Status Screen is a display only facility, and shows information in real time relating to the current status of the SVMi-8E/SVMi-16E. The following information is displayed. To switch between viewing ports 1 - 8 and viewing ports 9 - 16 use [Ctrl]+[D] to go to page 2 (ports 9 - 16) or [Ctrl]+[U] to go back to page 1 (ports 1 - 8).
Home Page Table of Contents System Main Menu ACTIVE BLOCK COLUMN This column shows you which block is currently servicing the call, as the call gets directed through the call session. STATUS COLUMN The status column displays the current condition that the port is in. Some examples are: Idle, Processing, Transferring, Messaging, etc. System Activity CALLS TO - DATE The total number of calls that the SVMi-8E/SVMi-16E has processed.
Home Page Table of Contents 2 Explanation of Default Configuration Application Design Creating an application consists of linking the appropriate Blocks into a set of Call ControlPaths which, for a particular caller, or group of callers, represents a Call Routing Solution.The number of ControlPaths, needed to establish a satisfactory Routing Solution, depends upon how many alternatives or variations the organization wishes to provide, to satisfy the anticipated needs of the caller(s).
Home Page Table of Contents Explanation of Default Configuration Audiotex Librarian Block Manages the Announcement Blocks, that together forms its Audiotex Library. On-demand, it finds and plays the caller specified Announcement(s). Manages Announcement Block retention, recording length and authorizations, and caller replay options. It also controls the caller's path through its library. Bye Block Speaks a prompt, usually "Good-bye", then terminates the call session.
Home Page Table of Contents Explanation of Default Configuration Port Block Contains all parameters to connect and communicate with the device the SVMi-8E/SVMi-16E is directly attached to. Query Block Speaks a question/statement and expects to record a voice and or DTMF response. Delivers recorded response to one or more mailboxes for transcription. Station Block The station block is responsible for dialing. When the SVMi-8E/SVMi-16E dials or transfers any calls it uses a station block.
Home Page Table of Contents Explanation of Default Configuration Event Pointers The Call Director uses EVENT POINTERS to pass control of the call to the next block. All Event Pointers consist of an INPUT value, an ACTION, a Block TYPE, and a TARGET. The INPUT value is the collection of digits, whether received from the caller via DTMF, or telephone system or network integration information, collected in the block. The ACTION is that which takes place when input from the caller equals the INPUT value.
Home Page Table of Contents Explanation of Default Configuration Template Blocks To simplify creating multiple blocks of a given type, SVMi-8E/SVMi-16E provides a template for each type of block. Templates have default values preset for many of their parameters. You may change these defaults and save the modified Template, or by using the 'Save As...' option , create a new block of that type, while preserving the original template.
Home Page Table of Contents 3 Appendix Special Characters Used When Writing Dialing Instructions These characters perform special functions when embedded in any dialing string: & - This is a flash-hook which is critical for signaling on analog systems. , - The comma is a one second pause. \ - The backslash is a four second pause. T - "T" tells the port to switch to tone (DTMF) dialing. This is the default. W - Wait for answer.
Home Page Table of Contents Appendix To tell the SVMi-8E/SVMi-16E to dial the value of a register, you would put a dollar sign ($) in front of the Register variable. i.e.: $C means dial the value stored in the Caller ID Register, $F means dial the value stored in the Forward Id Register. The registers are listed below with their Variable.
