Polycom 3725-70003-009F manual

ReadiV oice ® Administration & Maintenance Guide[...]

ReadiV oice Administration & Maintenanc e Guide ii Proprietar y & Confidential T rademark Information Polycom®, the Polycom logo design, ReadiVoice®, InnoVox®, and the Voyant logo are registered trademarks of Polycom, Inc. Voyant Technologie s TM is a trademark of Polycom, Inc. All other trademarks are the property of their respective ow[...]

Proprietar y & Confidential iii Contents About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

ReadiV oice Administration & Maintenanc e Guide iv Proprietar y & Confidential Working with Translation Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Adding Translation Numbers to a Brid ge . . . . . . . . . . . . . . . . . . . . 23 Changing the Translation Numbers Assigned to a Bridge . . . . . 24 Working with Bridge G[...]

Conte nts Proprietar y & Confidential v Deleting an Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Defining Invalid Subscriber Pass words . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Adding Entries to the List of Invalid Subscriber Pas swords . . . . . . . . 66 Deleting Entries from th[...]

ReadiV oice Administration & Maintenanc e Guide vi Proprietar y & Confidential Purging the CacsEventUpdate Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Purging the AccOptChanges Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Infrequent Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . [...]

Conte nts Proprietar y & Confidential vii Logging Database Activity with the Database Monitoring Script . . 148 Running the dbMon.pl Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Contents of dbMon.pl Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Telephony Troubleshooting . . . . . . . . . . . . . . [...]

ReadiV oice Administration & Maintenanc e Guide viii Proprietar y & Confidential Call Flow Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 B CDR Data Reference CDR Processing Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Informix CDR Tables .[...]

Figures Proprietar y & Confidential ix 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[...]

ReadiV oice Administration & Maintenanc e Guide x Proprietar y & Confidential 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 . . . . . . . . . . [...]

Figures Proprietar y & Confidential xi Figure A-18 Conference secu rity code process (participant) . . . . . . . . . . . . . . . . . . 222 Figure A-19 Music hold process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Figure A-20 Name record process . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

ReadiV oice Administration & Maintenanc e Guide xii Proprietar y & Confidential T ables 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 . . . . . . . . . . . . .[...]

T ables Proprietar y & Confidential xiii Table C-2 The SNMP MIB’s system hi stogram table . . . . . . . . . . . . . . . . . . . . . . 264 Table C-3 The SNMP MIB’s bridge in formation table . . . . . . . . . . . . . . . . . . . . . 264 Table C-4 The SNMP MIB’s bridge hi stogram table . . . . . . . . . . . . . . . . . . . . . . . 265 Table [...]

ReadiV oice Administration & Maintenanc e Guide xiv Proprietar y & Confidential[...]

Proprietar y & Confidential xv About This Manual This introduction provides a brief overview of the ReadiVoice Admi nistration & Maintenance Guide , describes the conve ntions used in this manual, and explains how to get additi onal information or support. Purpose This manual is for administra tors of a ReadiVoice system. It covers: • Adm[...]

ReadiV oice Administration & Maintenanc e Guide xvi Proprietar y & Confidential Document Conventions This document uses the follow ing typographical conventions. Ty p e f a c e Usage bold Names of fields, screens, windows, dialog boxes, and other user i nterface elements; for example: 1 Type the number into the Phone Number field an d click[...]

About This Manual Proprietar y & Confidential xvii Suppor t Recognizing that technology alone cannot solve today’s comple x challenges, Polycom Global Services provides the in d ustry’s best technica l support staff and programs to let you concentrate on th e task at hand. ReadiVoice users can select from a variety of support solutions to o[...]

ReadiV oice Administration & Maintenanc e Guide xviii Proprietar y & Confidential[...]

Proprietar y & Confidential 1 1 Introducing the ReadiV oice ® System This chapter offers a general overview of the ReadiVoice conferencing system and its features, functi onality, and components. What is the ReadiV oice System? The ReadiVoice is the industry-leading , on-demand conferencin g system. It provides an easy-to-use, reliable, sc ala[...]

ReadiV oice Administration & Maintenanc e Guide 2 Proprietar y & Confidential Star ting 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 th e ac cess phone number and providing [...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 3 Managing Y our ReadiV oice System Day-to-day management and operati on of your ReadiVoice system is accomplished using ope rator/maintenance stations, which are typically s tandard PCs connected to your company’s LAN (local area network) or WAN (wide area network). From these[...]

ReadiV oice Administration & Maintenanc e Guide 4 Proprietar y & Confidential When operators answer a request or select a conference to monitor, th e 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 answeri[...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 5 Components of the ReadiV oice 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 sing le system, or one InnoVox media server, providin[...]

ReadiV oice Administration & Maintenanc e Guide 6 Proprietar y & Confidential 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 or der to distribute the proce ssing load. Figure 1- 1 ReadiV oice-PSTN sy[...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 7 4 The carrier switch uses the routing so lution 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 [...]

ReadiV oice Administration & Maintenanc e Guide 8 Proprietar y & Confidential Figure 1-2 ReadiVoice-PSTN INCR signaling flow Start User dials ReadiVoice access phon e number Origina ting sw itch reco gniz es th at the number requires carrier common channel signaling network handli ng Origina ting sw itch initiates carrier co mmon channel si[...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 9 ReadiV oice-IP Systems All ReadiVoice-IP systems ar e 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. Figur[...]

ReadiV oice Administration & Maintenanc e Guide 10 Proprietar y & Confidential ReadiV oice-IP Call Processing When a caller dials a ReadiVoice-IP su bscriber’s access phone number on a typical ReadiVoice sy stem: 1 The SIP Invite message from the call er‘s SIP user agent (perhaps a SIP telephone) reaches the call-control port ion of the[...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 11 “Dialing” in ReadiV oice-IP Systems For the sake of simplicity, we refer to “dialed phone numbers” through out this document. Actually, in IP telephony, end points are identified by a Universal Resource Identifier (U RI). This URI resembles an email address: phoneco nt[...]

ReadiV oice Administration & Maintenanc e Guide 12 Proprietar y & Confidential ReadiV oice Call Flow The basic call flow is the same for ReadiVoice-PSTN and ReadiVoice-IP (see Figure 1-4 ). Var ious system-level and subs criber-level configur ations and settings affect the basic ca ll flow, however. The sections that follow describe some of[...]

Introducing the ReadiV oice ® System Proprietar y & Confidential 13 Figure 1-4 ReadiVoice call flow (1) In an Intelligent Networ k Call Routing (INCR) sys tem, the carrier's networ k takes care of this. (2) If the Access Phone Numb er is shared, an Access Co de is required to identify the specific subscriber. (3) Depending on your sys tem[...]

ReadiV oice Administration & Maintenanc e Guide 14 Proprietar y & Confidential How A T wo-Password Configu ration Af fects Call Flow In the tradit ional ReadiVoice call flow s, the system: • Prompts all callers for an access code (unless the subscriber has a private access number) to identify the conference. • Prompts callers to identif[...]

Proprietar y & Confidential 15 2 Administering the ReadiV oice 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. It covers: • Opening ReadiVoice System Administration • Maintaining Bridge Informa tion • Working with Bridge Groups [...]

ReadiV oice Administration & Maintenanc e Guide 16 Proprietar y & Confidential Opening ReadiV oice System Administration You can access the ReadiVoice System Administration interface from any computer that can connect to the Read iVoice system’s Web server and has a compatible Web browser (Microsoft Internet Explorer, version 5.5 or later[...]

Administering the ReadiV oice System Proprietar y & Confidential 17 Figure 2-1 System Administration home page Figure 2-2 Login dialo g box 3 Enter a user name and password aut horized for Administration access. Then click OK .[...]

ReadiV oice Administration & Maintenanc e Guide 18 Proprietar y & Confidential Maintaining Bridge Information When Polycom instal ls your ReadiVoice sys tem, we configure the application with the correct bridge information. If any of this inf ormation changes, you must update the system’s bridge table. Adding a New Bridge Installing a bri[...]

Administering the ReadiV oice System Proprietar y & Confidential 19 4 In the Add Bridge section at the bottom, complete the following fields: Reserve Ports — Enter th e number of ports y ou want to re serve for operator voice paths. These ports are not available for conferencing. Trans DNIS Length — For IP systems, this is the number of dig[...]

ReadiV oice Administration & Maintenanc e Guide 20 Proprietar y & Confidential 7 In the navigation bar, click Bridges . 8 To make the bridge avai lable for service, s elect In Ser vice in its Bridge Status field and clic k the Commi t button (blue “c”). The system confirms that the brid ge’s status has been ch anged and provides a lin[...]

Administering the ReadiV oice System Proprietar y & Confidential 21 4 To save your changes, click the Commit button (blue “c”). The system confirms that the bridge ha s been modified and provides a link back to the Bridges page. To change a bridge’s translation numbers, follow the procedure in “Changing the Translation N umbers Assigned[...]

ReadiV oice Administration & Maintenanc e Guide 22 Proprietar y & Confidential W orking with T ranslation 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 carri er provid es a bloc k or blocks of translation numbers. [...]

Administering the ReadiV oice System Proprietar y & Confidential 23 These numbers are the worst-case scenar io: 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 fr om your primar y access class, an[...]

ReadiV oice Administration & Maintenanc e Guide 24 Proprietar y & Confidential 6 Click the Add button. The system assigns the translation numbers to the bridge . For a large block, this may take several minutes. Wh en finished, it conf irms that the translation numbers have been added and provide s a link back to the Translation Numbers pag[...]

Administering the ReadiV oice System Proprietar y & Confidential 25 W orking with Bridge Groups and Routing Lists Bridge groups and routing lists apply onl y 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 secti on doesn’t apply to you. In a routed sys[...]

ReadiV oice Administration & Maintenanc e Guide 26 Proprietar y & Confidential Figure 2-5 Bridge Groups page (routed system only) Repeat the above procedure to add anothe r bridge group. When you’r e finished, make the necessary changes to the routing list s. See “Managing Routing Lists” on page 27. Modifying a Bridge Group 1 To chang[...]

Administering the ReadiV oice System Proprietar y & Confidential 27 Managing Routing Lists This section applies only to routed syst ems (PSTN or IP). In a routed system, routing lists cont rol how calls ar e routed to the brid ges in your system. Each routing list contains one or more bridge gr oups, listed in order of preference, to which call[...]

ReadiV oice Administration & Maintenanc e Guide 28 Proprietar y & Confidential 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 Rout ing List page appears ( Figure 2- 7 ). It lists the bridge g roups included in this routing list in order of priority. If[...]

Administering the ReadiV oice System Proprietar y & Confidential 29 7 Click the link to reload the Edit Routi ng 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 s[...]

ReadiV oice Administration & Maintenanc e Guide 30 Proprietar y & Confidential W orking 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 [...]

Administering the ReadiV oice System Proprietar y & Confidential 31 Adding a Number Group 1 In the System Administrat ion 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 l[...]

ReadiV oice Administration & Maintenanc e Guide 32 Proprietar y & Confidential Modifying a Number Group 1 In the navigation bar, click Number Groups . The Number Groups page appears, listing th e available numb er groups. 2 To rename a number group, edit its name. 3 To change its routing list assignment, select th e one you want in the Rout[...]

Administering the ReadiV oice System Proprietar y & Confidential 33 W orking 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 fr[...]

ReadiV oice Administration & Maintenanc e Guide 34 Proprietar y & Confidential 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[...]

Administering the ReadiV oice System Proprietar y & Confidential 35 W orking 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 carr ier usually tells you which numbers to use. In the ReadiVo[...]

ReadiV oice Administration & Maintenanc e Guide 36 Proprietar y & Confidential Adding Access Phone Numbers To put the new access phone numbers into a new number group or access class, create the number grou p or access class f irst. See “Adding a Number Group” on page 31 or “Adding an Access Class” on page 33. T o add an access phon[...]

Administering the ReadiV oice System Proprietar y & Confidential 37 Moving Fixed Access Numb ers to Another Bridge In non-routed systems, access numbers ar e assigned to specific bridges. If necessary, you can move access number s from one bridge to another. For example, you may want to move some access numbers from an overloaded bridge to anot[...]

ReadiV oice Administration & Maintenanc e Guide 38 Proprietar y & Confidential Figure 2-1 1 Access Phone Numbers page after search Reassigning an Access Ph one Number’ s Subscribers You can globally reassign subscribers fr om one access number to another. For instance, if several subscribers are assigned to the shared access number 888-55[...]

Administering the ReadiV oice System Proprietar y & Confidential 39 T o 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 reassi gn. Then [...]

ReadiV oice Administration & Maintenanc e Guide 40 Proprietar y & Confidential 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, re assign the su bscribers to an other acces s number. See “Reassigning an Access P hone Number’s Subscriber[...]

Administering the ReadiV oice System Proprietar y & Confidential 41 Changing Hidden Numbers This section doesn’t appl y 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 hidd en number associ ated with an access number. Do this only if th[...]

ReadiV oice Administration & Maintenanc e Guide 42 Proprietar y & Confidential Deleting an Access Phone Number Before you delete an access phone number, keep the following points in mind: • Access phone number changes require te lephone network changes to ensure that calls are routed properly. • You can’t delete an access phone number[...]

Administering the ReadiV oice System Proprietar y & Confidential 43 W orking with Multiple Providers You can configure ReadiVoice for access by multiple application s ervice providers (ASPs). For instance, your company can ent er into a relationship with Acme Conferencing, allowing Acme to sell services on your ReadiVoice system, using their ow[...]

ReadiV oice Administration & Maintenanc e Guide 44 Proprietar y & Confidential 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 ad dresses in the 192.168.56 subnet are valid. API Access Define which APIs the provider can acces[...]

Administering the ReadiV oice System Proprietar y & Confidential 45 Figure 2- 15 Add Provider page Editing a Provider Account 1 In the navigation bar, click Application Providers . The Applicat ion 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 [...]

ReadiV oice Administration & Maintenanc e Guide 46 Proprietar y & Confidential Deleting a Provider You can’t delete a provider account to which subscribers are assigned. T o delete a provider account from the system: 1 In the navigation bar, click Application Providers . The Applicat ion Providers page appears ( Figure 2-14 ). 2 Find the [...]

Administering the ReadiV oice System Proprietar y & Confidential 47 The following sections describe how to create, edit, and delete a group. For information about adding subs cribers to a group, see the ReadiVoice Provisioning Guide . Adding a New S ubscriber Group Every subscriber group must be asso ciated with a numb er group, which controls [...]

ReadiV oice Administration & Maintenanc e Guide 48 Proprietar y & Confidential 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 ed it and click its E dit Group button (purple “e”). The Edit Group page appears ( Figure 2-17 ). 3 Enter or mod[...]

Administering the ReadiV oice System Proprietar y & Confidential 49 4 If Group Type is Corporate: a Enter or modify the data in the Company Infor mation fields. See Table 2-4 for descriptions. All fields are required . b Enter or modify the data in the Billing Information section. See Table 2-5 for descriptions. Figure 2-18 shows these two sect[...]

ReadiV oice Administration & Maintenanc e Guide 50 Proprietar y & Confidential Figure 2-18 Company and Billing sections of Edit Group p age Ta b l e 2 - 4 Company Information fields Field Description Company Name Enter the name of the comp any . The maximum length is 50 characters. Phone Enter the company’s telephone number . The maximum [...]

Administering the ReadiV oice System Proprietar y & Confidential 51 5 Configure the prompt settings in the Call Flow and Voice Prompt section ( Figure 2-19 ). Table 2-6 descri bes the settings. Figure 2- 19 Call Flow and V oice Prompt section of Edit Group page Ta b l e 2 - 5 Billing Information fields Field a a. These are the default labels. A[...]

ReadiV oice Administration & Maintenanc e Guide 52 Proprietar y & Confidential 6 In the Conference Options section ( Figure 2-20 ), configure Account Options and Roll Call Options. Each of the feature s has two settings: Setting — Det ermines the feature’s default setting. Subscriber Co nfigurable — Determines whether subscribers can [...]

Administering the ReadiV oice System Proprietar y & Confidential 53 8 If your system ha s any Applicat ion Control Mode (ACM) features installed, place a check mark next to t hose that you wish to enable for this subscriber group. ACM applications must be both installed and activated to appear here. Figure 2- 20 Conference Optio ns section of E[...]

ReadiV oice Administration & Maintenanc e Guide 54 Proprietar y & Confidential Ta b l e 2 - 7 Conferen ce Option s Field a Description Auto Continuation Setting: On — By defa ult, conferences begin with continuation turned on (which means that the conference conti nues until the last participant disconnects). Off — By default, conferenc[...]

Administering the ReadiV oice System Proprietar y & Confidential 55 W aiting Room Setting : Off — The waiting room isn’t avai lable. 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[...]

ReadiV oice Administration & Maintenanc e Guide 56 Proprietar y & Confidential Confer ence Continuation Determines whether subscribers can override their account s’ default continuation behavior (specifie d by the Auto Continuation sett ings) for a specific conference during that conference (using either a touchtone command or the Moderat[...]

Administering the ReadiV oice System Proprietar y & Confidential 57 Conferen ce Entry with Count On — Upon entering the conference, participant s hear a private message telling them h ow many people, incl uding themselves, are now in the conference. Off — Participants hear a message stating only that they’re being placed into conference. [...]

ReadiV oice Administration & Maintenanc e Guide 58 Proprietar y & Confidential 9 Click Commit Group . The system e ither confirm s that the group has been updated or tells you which information is missing. 10 If the update failed, note what’s missin g. Then click the link to return to the Edit Group page, make the needed corrections, and [...]

Administering the ReadiV oice System Proprietar y & Confidential 59 If they may do so, subscribers can ch ange the continuation behavior of all future conferences in two ways: • By accessing the account options me nu when dialing into the system (available if Prompt for Menu is turned on). • By logging into the M oderator and accessing its [...]

ReadiV oice Administration & Maintenanc e Guide 60 Proprietar y & Confidential Setting Up the Provisioning Inter face After working with the subscriber grou p 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 Pro[...]

Administering the ReadiV oice System Proprietar y & Confidential 61 4 When you’re finished making changes, click the Update Quick Provisionin g Settings button. The system confirms the provisioning setup changes and provides a link back to the System Administr ation page. 5 Test the changes you’ve made: — Go to the Provisioning interface [...]

ReadiV oice Administration & Maintenanc e Guide 62 Proprietar y & Confidential Figure 2- 22 Quick Provisio ning Setup page (bottom)[...]

Administering the ReadiV oice System Proprietar y & Confidential 63 Managing System Access The ReadiVoice sy stem supports several kinds of users with dif ferent 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. T[...]

ReadiV oice Administration & Maintenanc e Guide 64 Proprietar y & Confidential Figure 2- 23 Passwords page 4 In the User Type list, select the use r type. The user types are operator, provisioner, gr oup operator, group provisioner, and system administrator. 5 If the new user is a group provisioner or group operator, select from the Group l[...]

Administering the ReadiV oice System Proprietar y & Confidential 65 Figure 2- 24 Operator Registered Subscr iber 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 Passwor ds in the navigation bar[...]

ReadiV oice Administration & Maintenanc e Guide 66 Proprietar y & Confidential 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[...]

Administering the ReadiV oice System Proprietar y & Confidential 67 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 li st of invalid s ubscriber passwords and sel ect the number yo[...]

ReadiV oice Administration & Maintenanc e Guide 68 Proprietar y & Confidential[...]

Proprietar y & Confidential 69 3 Monitoring the ReadiV oice System This chapter describes the ReadiVoice system monitoring functions that you can access with your browser. You can vi ew the overall status of your system, usage levels, bridge and span status, operator data, and conference data. Accessing the Monitoring T ools You can access the [...]

ReadiV oice Administration & Maintenanc e Guide 70 Proprietar y & Confidential — Click Show Confer ence Status to see information about current conferences. — Click Show Conference Report to view call detail record (CD R) data for completed conferences sorted by subscriber . — Click Show CDR Data to view CDR data sorted by conference.[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 71 Checking System Status The Sy stem 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 Sola ris partitions and Informix chunks.[...]

ReadiV oice Administration & Maintenanc e Guide 72 Proprietar y & Confidential Viewing Conferencing Information The Conference Information links in the navigation bar let you look at: • Information about the conf erences currently running. • Summary CDR data, with one e ntry per subscriber, for a time period you choose (up to one month)[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 73 CDR Data by Subscriber When you click the Show Confer ence Report link in the navigation bar, the CDR Data page displays CDR data by subscriber. Each entry in the Conferenc e Report panel shows the aggregate conferencing data for one subscriber. When the page first appears, it sho[...]

ReadiV oice Administration & Maintenanc e Guide 74 Proprietar y & Confidential 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 s ubscriber ID or name, and set a date range. When you click Se[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 75 Figure 3-5 Retrieving CDR data by conference[...]

ReadiV oice Administration & Maintenanc e Guide 76 Proprietar y & Confidential Detailed CDR Data for One Conference While viewing CDR data by conference, click a conference ID for more information about that conference. The CD R Data page displays detailed CDR data for the conference ( Figure 3-6 ). The Conference Report panel at the top co[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 77 Viewing Operator Information The Operator Statistics page appears when you click the Operator St atistics link in the navigation bar of the Read iVoice internal user home page . From here, you can: • Click View Req uests in the navigation bar to see records of operator requests [...]

ReadiV oice Administration & Maintenanc e Guide 78 Proprietar y & Confidential Figure 3-7 The Operator Statistics Requests pag e 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 [...]

Monitoring the ReadiV oice System Proprietar y & Confidential 79 — 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 [...]

ReadiV oice Administration & Maintenanc e Guide 80 Proprietar y & Confidential 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 cl ick a date in the calendar that appears. Regardless[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 81 Figure 3-1 1 Results of generating statistics for all operators Using the SNMP Monitor The ReadiVoice system supports the Si mple Network Management Protocol (SNMP). SNMP l ets you mon itor the Re adiVoice system with standard network administration tools, s u c h a s H P O p e n [...]

ReadiV oice Administration & Maintenanc e Guide 82 Proprietar y & Confidential 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 tim e for that point on the graph. 3 To customize which MIB elements are monitored, select Setup from [...]

Monitoring the ReadiV oice System Proprietar y & Confidential 83 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 Moni tor window reflects the changes you made. 5 Resize the SNMP Monitor window, if necessary, to disp[...]

ReadiV oice Administration & Maintenanc e Guide 84 Proprietar y & Confidential Figure 3- 14 Statistics t ab of SNMP Monitor window 8 To see a record of th e system’s conf erence and port usage levels over a longer time period, select Histograms from the Histograms menu. The Histograms window ap pears ( Figure 3-15 ). It displays conferenc[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 85 Figure 3- 15 Histograms window of SNMP Monitor[...]

ReadiV oice Administration & Maintenanc e Guide 86 Proprietar y & Confidential Using the Channel State Monitor In a PSTN syst em, you can use the C ha nnel State Monitor tool to monitor the teleconferencing bridg e resources of the system (cards, spans, and ch annels) and to enable or disable telephony spans. T o run C hannel State Monitor:[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 87 Figure 3- 17 Channel St ate Monitor ’s summary information for a br idge 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 — spa[...]

ReadiV oice Administration & Maintenanc e Guide 88 Proprietar y & Confidential Figure 3- 18 Applet window with details for the selected card 4 To see additional information about a sp an, click its status indi cator in the card window. Another applet window appears, di splaying configur ation and status details for the selected span ( Figur[...]

Monitoring the ReadiV oice System Proprietar y & Confidential 89 Figure 3- 19 Applet window with details for the selected span 5 To see additional information about a channel, cli ck its status indicator in the card window. Another applet window appears, di splaying configur ation and status details for the s elected channel ( Fi gure 3-20 ). I[...]

ReadiV oice Administration & Maintenanc e Guide 90 Proprietar y & Confidential[...]

Proprietar y & Confidential 91 4 Maintaining the ReadiV oice 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 as sumes that you are knowledgeable about Solaris UNIX, Sun servers, Informix databases, and net[...]

ReadiV oice Administration & Maintenanc e Guide 92 Proprietar y & Confidential Quick Maintenance Checklist Table 4-1 summarizes the daily and wee kly maintenance tasks, whic h are covered in more detail later in th e chapter. Ta b l e 4 - 1 Summary of daily and weekly maintenance tasks Ste p Action/Comm and Expected Results Resolving Proble[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 93 Understanding Informix Backup The ReadiVoice system actually uses two Informi x databases. One, cdrcnow , consists of all the CDR (call de tail record) tables. The other, cnow , contains everything else, including your subscriber data. When we re fer to the Informix database here[...]

ReadiV oice Administration & Maintenanc e Guide 94 Proprietar y & Confidential In the event of database corruption, a cr ash, or catastrophic disk failure, you can restore the database from the most r ece nt archive tape to th e state it was in when the archive was created. Logical logs (see next section) then enab le you to recover the tra[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 95 Even in the event of a catastrophic disk failure, the most recent archive tape and current logical log tape l et 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 l ogical log fi [...]

ReadiV oice Administration & Maintenanc e Guide 96 Proprietar y & Confidential 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 log s until you can get to the site to restart continual backup. • Use a wrapper script [...]

Maintaining the ReadiV oice System Proprietar y & Confidential 97 Daily Maintenance T asks This section describes task s you should perform daily, as suming that you archive nightly and back up logical log s to tape. Perform them first thing in the morning or any time after the archive process is complete. Stopping Logical Log Backup and Replac[...]

ReadiV oice Administration & Maintenanc e Guide 98 Proprietar y & Confidential T o check the ReadiV oice processes: 1 Open a Telnet ses sion to the CACS as user cnow and s witch 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[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 99 Checking Informix Dynamic Ser ver 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 t he disk space that it[...]

ReadiV oice Administration & Maintenanc e Guide 100 Proprietar y & Confidential Figure 4-3 Checking In formix us ers 6 Check logging by entering onstat -l . Informix displays information about phys ical and logical logging of the database. Figure 4-4 shows an example. In the flags column, logical logs that have not been used (if any) are ma[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 101 Figure 4-4 Checking logical lo gging ragnar </ra home> cnow> onstat -l Informix Dy namic Server Versi on 9.30.UC1 -- On- Line -- Up 21 days 10:14:39 -- 34944 Kbyte s Physical Lo gging Buffer bufu sed bufsize nump ages numwrits page s/io P-1 0 16 1043 6 923 11.3 1 phybe [...]

ReadiV oice Administration & Maintenanc e Guide 102 Proprietar y & Confidential Restar ting Backup and V erifying T ape Drive Status 1 In the CACS XTerm window in which you stopped ontape (see “Stopping Logical Log Backup and Replacing Tape s” on page 97), restart logical log backup by entering ontape -c . Informix responds: Performing [...]

Maintaining the ReadiV oice System Proprietar y & Confidential 103 W eekly Maintenance T asks 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 ses sion to the CACS as user cnow and s witch user to root (or log into the CACS a[...]

ReadiV oice Administration & Maintenanc e Guide 104 Proprietar y & Confidential Checking for Defunct Processes 1 As root, enter ps -ef | grep '<defunc t>' | grep -v grep . The system lists any defunct processes (processes that have no par ent). If there are none, the prompt simply reappears. The example in Figure 4-8 shows t[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 105 Database Maintenance T asks Without proper maintenance, your Re adiVoice databases will grow ever larger, slowing the sys tem. It’s imperative that you routinely remove (purge) old records. Polycom provides several scripts you can use for this purpose. You can run these script[...]

ReadiV oice Administration & Maintenanc e Guide 106 Proprietar y & Confidential The purgeCDR command syntax is: Table 4-2 describes the options (command-line arguments). Both the cutoff date and number of days options use midnight as the boundary. If you specify a cutoff date of 08/21/2003, the last conference purged will be one that ended [...]

Maintaining the ReadiV oice System Proprietar y & Confidential 107 Table 4-3 gives examples of the command wi th various options and values and describes the result of running the command. Running a One-Time Purge of CDRs T o manually purge CDRs from the command line: 1 Open a Telnet ses sion to the CACS as user cnow and s witch user to root (o[...]

ReadiV oice Administration & Maintenanc e Guide 108 Proprietar y & Confidential Scheduling Automatic Pu rges of CDR Records To s c h e d u l e purgeCDR to run per iodically 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[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 109 6 Restore the data from the CDR backup file to the cdrcnow database by entering (all on one line): /rahome/dbcd r/loadtable.pl DB= cdrcnow < /rahome/cdr/ archives/ YYYYMMDDh hmmss cdr.log Replace YYYYMMDDhh mmss cdr.log with the name of the backup file. 7 Change directories t[...]

ReadiV oice Administration & Maintenanc e Guide 110 Proprietar y & Confidential Purging the CacsEventUpdate T able If you use the Provisioning Stored Proc edure Interface (PSPI) for provisioning, you need to purge the CacsEventUpda te table from time to time to keep it from growing too large. Several stored procedures don’t load the new d[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 111 The cleanAccOptC hanges.pl script resides in /rahome/data base/scripts . The syntax is: cleanAccOptCh anges.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 r[...]

ReadiV oice Administration & Maintenanc e Guide 112 Proprietar y & Confidential I t ’ s b e s t t o s t o p a n d r e s t a r t R e a d i V o i c e processes only when there are no active conferences. In an emergency, however, you may have to do this while conferences are running. If so, keep the following in mind: • Anyone using the Op[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 113 T o reboot the Sun ser ver: 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 se veral[...]

ReadiV oice Administration & Maintenanc e Guide 114 Proprietar y & Confidential The VCE/HMod cards in the bridge must be able to access files on the server in order to boot and to initia te various processes. If you’re also rebooting the server, be sure it has finished booting befor e restoring power to the bridge. 4 Wait at least fifteen[...]

Maintaining the ReadiV oice System Proprietar y & Confidential 115 Manually Backing Up and Restoring You may want to manually back up your ReadiVoice system at times, such as prior to an upgra de. The backed -up data lets you to revert to the previou s version if there’s a problem with the upgrade. The procedure described here backs up the da[...]

ReadiV oice Administration & Maintenanc e Guide 116 Proprietar y & Confidential Restoring from a Manual Backup T ape 1 In an XTerm window, as root, stop the Web server process by entering sh /etc/rc3.d/S 91rvhttpd stop . 2 Change directories to /rahome and enter ./rastop . 3 Extract the backup data from tape by entering tar xvf /de v/rmt/0 [...]

Proprietar y & Confidential 117 5 Configuring the ReadiV oice System This chapt er describe s how to ch ange yo ur ReadiVoice system’s configuration settings and which capabilities, fe atures and options are enabled. You can perform some of these tasks in the System Administration interface, but many of them involve editing config uration fil[...]

ReadiV oice Administration & Maintenanc e Guide 118 Proprietar y & Confidential Changing System Configuration Settings 1 In the System Administrat ion navigation bar, click System Configuration . The System Configur ation page appears ( Figure 5-1 ). Figure 5-1 System Conf iguration page 2 Make any changes to the first five settings that yo[...]

Configuring the ReadiV oice System Proprietar y & Confidential 119 Min Code Length — The t he 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 Manag ement Confidence Factor determines how aggressively the sy stem a[...]

ReadiV oice Administration & Maintenanc e Guide 120 Proprietar y & Confidential 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 Provis ioning pages have the Access Code field available (see “Setting Up the Provisioning Interfa[...]

Configuring the ReadiV oice System Proprietar y & Confidential 121 If you se lect this setting , then th e 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”[...]

ReadiV oice Administration & Maintenanc e Guide 122 Proprietar y & Confidential — Routed System: The Traditional Shared , Traditional P rivate , and Two Passcode Private call flow options are available. Voyant has tested and supports only the combinations shown in Table 5-3 . 6 Select Yes or No for the Validate on Acc Code option. This op[...]

Configuring the ReadiV oice System Proprietar y & Confidential 123 Changing the T alker 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 lengthen[...]

ReadiV oice Administration & Maintenanc e Guide 124 Proprietar y & Confidential Configuring Shor tened Dial-Out Call Flow In the standard dial-out call flow, afte r 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 _hel[...]

Configuring the ReadiV oice System Proprietar y & Confidential 125 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: ConfirmDialNu m = 0 c Save and close the file. 6 Reboot the bridges. Especially for InnoVox 4000 bridges, it’s important to wai[...]

ReadiV oice Administration & Maintenanc e Guide 126 Proprietar y & Confidential 3 As user cnow, open the ive.ini file for editing and find this section near the end: 4 Change the value after the WRAnnounceDe fault 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[...]

Configuring the ReadiV oice System Proprietar y & Confidential 127 3 If necessary, update your existing subscriber records with the required identifiers. You may want to do this using th e Provisioning Stored Procedure Interface (PSPI). See the ReadiVoice PSPI Reference . 4 As user cnow, open the .odprocrc file for editing and, in the [bridgeIn[...]

ReadiV oice Administration & Maintenanc e Guide 128 Proprietar y & Confidential 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 a ccount options menu in the call flo[...]

Configuring the ReadiV oice System Proprietar y & Confidential 129 4 As root, stop and restart the Read iVoice system as described in “Stopping and Restarting ReadiVoice Processes” on page 111. 5 Use the GetAccOptCh anges stored procedure to retrieve records from the AccOptChange s table period ically. To dete rmine how frequently t o call [...]

ReadiV oice Administration & Maintenanc e Guide 130 Proprietar y & Confidential Using the Music Hold Extender Message If many participants are waiting on hol d when the subscriber arrives, there may be a short delay (a few seconds) be tween the time when they stop hearing the hold music and the time when they’re placed into conference. Yo[...]

Configuring the ReadiV oice System Proprietar y & Confidential 131 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 notification s sent. Thi[...]

ReadiV oice Administration & Maintenanc e Guide 132 Proprietar y & Confidential 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 outsid e line. If the pager service requires a PIN code, inc[...]

Configuring the ReadiV oice System Proprietar y & Confidential 133 The /rahome/bi n/email file specifies the addresses to which to send email alerts. When you enter email addresses during the installation, the install script creates an ent ry in this fi le for each. You can edit this file manually to make changes or if you skipped alarm configu[...]

ReadiV oice Administration & Maintenanc e Guide 134 Proprietar y & Confidential Changing the Alarm Settings T o change the default alarm settings: 1 Establish a Telnet connection to the Sun server and log in as cnow. 2 Change directory to /rahome/bi n . 3 Open the .odprocrc file for editing and locate the alarm sectio n ( Figure 5- 3 ). 4 R[...]

Configuring the ReadiV oice System Proprietar y & Confidential 135 Continuously Monitoring for Alarms T o monitor your system co ntinuously for alarms: 1 On the Sun server, log in as root, open an XTerm window, and switch user to cnow. You can’t use a Telnet session for this purpose. 2 Change directories to /rahome/bin . 3 Type ./ra_monito r.[...]

ReadiV oice Administration & Maintenanc e Guide 136 Proprietar y & Confidential Interpreting the Alarm Codes When an alarm condition occurs, the ReadiVoice Monitoring Tool se nds a numeric alarm code to designated pa ger numbers and email addresses. The numeric code consists of from six to ten digits that identify the source of the alarm an[...]

Configuring the ReadiV oice System Proprietar y & Confidential 137 Enabling Conference Recording You can enable your subscribers to re cord their conferences by configuring your ReadiVoice system to conne ct to a recording device or service using a dial-out connection. Recording can be initiated usin g a designated touch-tone command or a butto[...]

ReadiV oice Administration & Maintenanc e Guide 138 Proprietar y & Confidential 6 Verify that the tes t conference was re corded by listening to the recording. If the test conference was recorded, continue to the next step. If not, review the previou s steps or call your Polycom Global Serv ices representative for assistance. 7 Instruct pro[...]

Configuring the ReadiV oice System Proprietar y & Confidential 139 Since the recorderSetu pString is outpulsed as DTMF digits, data referenced by the variables that you use must be nu meric. If a retrieved variable string contains a non-numeric character, the syst em omits the entire string for that variable from the outpulsed data. In particul[...]

ReadiV oice Administration & Maintenanc e Guide 140 Proprietar y & Confidential 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 po pulates the fields properly. How Conference Recording W orks Figure[...]

Configuring the ReadiV oice System Proprietar y & Confidential 141 Enabling SNMP Logging The SNMP logging function writes system usage and performance data to log files on an ongoing basis. For more in formation about SNMP, logging, and the log files, see . T o turn on SNMP logging: 1 As cnow, open .odprocrc for editing. 2 In the [snmpMgr] sect[...]

ReadiV oice Administration & Maintenanc e Guide 142 Proprietar y & Confidential Changing the W eb Ser ver Por t This procedure allows you to change the Web server port used by the ReadiVoice HTML pa ges (Administration, Provisioning, Operator login, and Moderator) from port 80 to something else. This procedu re doesn’t modif y the port us[...]

Configuring the ReadiV oice System Proprietar y & Confidential 143 8 If the script succeeded, test the URL that includes the new Web server port number by pointing a browser to: http:// hostip : por tnum /index2.html Use the IP address of the SUN (CACS) for hostip and the port number you specifi ed for portnum . For example, an actual URL might[...]

ReadiV oice Administration & Maintenanc e Guide 144 Proprietar y & Confidential[...]

Proprietar y & Confidential 155 7 Customizing & Branding Y our ReadiV oice System This chapter describes some of the cu stomizing and branding options in the ReadiVoice system. It assumes th at you know Solaris UNIX, Sun servers, personal computers, software config ur ation, telephony, and networ king. Customizing T ouchtone Commands The to[...]

ReadiV oice Administration & Maintenanc e Guide 156 Proprietar y & Confidential 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 th e right. Entries prec[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 157 Figure 7-1 [DTMF_CMDS] section of default ive.ini file 4 To disable a command, comment out it s line by putting two slashes ( // ) at the beginning of the line. Don’t delete lines that you don’t want to use. Comment them out so that they’re ignored, but yo[...]

ReadiV oice Administration & Maintenanc e Guide 158 Proprietar y & Confidential 5 To enable a disabled command, remove the two slashes ( // ) at the beginning of the line. 6 To change the DTMF key sequence that invokes a command, edit the two characters to the left of th e equal sign for that command. 7 When you’re finished making changes[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 159 With the standard toggle option, pressing *4 locks a conference and pressing *4 again unlocks it . To enable this conf iguration, change the re levant lines to look like this: *4 = eCMD_L OCK_TOGGLE //*4 = eCMD _CONF_LOCK //*5 = eCMD _CONF_UNLOCK You can, of cou[...]

ReadiV oice Administration & Maintenanc e Guide 160 Proprietar y & Confidential Mute All / Unmute All Muting and unmuting of all participants can be controlled either with two separate commands or with a single co mmand that toggles the mute state of the conference. The default ive.ini file ( Figure 7-1 on page 157) enables the two-command [...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 161 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_L ISTEN_ONLY_TOGGLE // #1 = eCM D_LISTEN_ONLY // #2 = eCM D[...]

ReadiV oice Administration & Maintenanc e Guide 162 Proprietar y & Confidential Customizing Confirmation Sounds The [CustomSound s] 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/remi[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 163 The default prompt set installed with the R eadiVoice system contains six .wav files with spoken messages designed to work with these commands: global_muted. wav global_unmute d.wav private_muted .wav private_unmut ed.wav wr_notificati on_off.wav wr_notificati o[...]

ReadiV oice Administration & Maintenanc e Guide 164 Proprietar y & Confidential 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 cno w, and switch user to root. 4 Make a backup of the ex[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 165 T o customize the Moderator for a specific subscriber group: 1 In the System Administ ration Subscriber Groups page, dete rmine the Group ID of the subscriber group. 2 Create the image file you want to use for this subscriber group. Give it a clearly identifiabl[...]

ReadiV oice Administration & Maintenanc e Guide 166 Proprietar y & Confidential W orking 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 Re adiVoice syst em uses for the messages and prompts played to subscribers and participants. When you crea[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 167 For InnoVox 480 bridges, the .wav f i l e s m u s t b e i n 4 - b i t I M A A D P C M f o r m a t (8000 samples/second, 16-bit mono, compressed 4:1). For InnoVox 4000 bridges, they must be in 8-bit µ -law format (8000 samples/sec ond, 16-bit mono or higher). Fo[...]

ReadiV oice Administration & Maintenanc e Guide 168 Proprietar y & Confidential 10 When you’re finished adding prompt sets, create the symbolic links for the initial greetings (see “About Ini tial Greetings” on page 18 1) by running the tnl_mkln script: a Log into the CACS as root and, in an XTerm window, enter tcsh . b Change to the [...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 169 Deleting the prompt set from within System Administration only makes it unavailable to the ReadiVoice system. It doesn’t delete the .wav files from t he CACS server or remove the directory that contains them. Customizing Greetings and Related Messages In a Rea[...]

ReadiV oice Administration & Maintenanc e Guide 170 Proprietar y & Confidential For example, if the system is Non-routed Private, and the bridge receives the digits 1111, it plays 1111helo_in bound.wav to the caller if the file exists. Another caller, whose DNIS digits are 2222, would hear 2222helo_inb ound.wav if the file existed. 3 If the[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 171 Creating Y our Own Indexed W A VE Files ReadiVoice uses an indexed WAVE file to store the short sound clips that are played in various combinations to speak numbers, dates, and time s. Indexed WAVE files can also be used for other purposes. Using the indexed WAV[...]

ReadiV oice Administration & Maintenanc e Guide 172 Proprietar y & Confidential • Only in predefined key files , the first line contains LANG= followed by the upper-case English name of the desired language. The se names are converted into an appropri ate integer for the indexed WAVE file. Recognized languages are: — ENGLISH — GERMAN [...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 173 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; dr eizigste.wav 108; der; der .wav 109; ein; ein .wav 110; eine; ei ne.wav Due to grammatical differen ce[...]

ReadiV oice Administration & Maintenanc e Guide 174 Proprietar y & Confidential Running the Build Process To build an indexed WAVE fi le, use the genvoice utility in the /rahome/brid ge/binaries/too ls/ 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 d[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 175 Details About the W A VE File For mat A WAVE file stores di gital (sam pled) 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-orie nted RIFF uses Li[...]

ReadiV oice Administration & Maintenanc e Guide 176 Proprietar y & Confidential Indexed W A VE File Specifications In Polycom’s indexed WAVE files, th e Data chunk consists of a set of individual sound files that are concatenated together. An Inde x chunk enables Polycom applications to l ocate the indivi dual sound clip s and quickly pie[...]

Customizing & Branding Y our ReadiV oice System Proprietar y & Confidential 177 • GERMAN • JAPANES E • 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 fiel d. In RIFF notation: <lang-ck> -> lang( // chunk ID <[...]

ReadiV oice Administration & Maintenanc e Guide 178 Proprietar y & Confidential[...]

Proprietar y & Confidential 145 6 Diagnostics and T roubleshooting This chapter describes how to perfor m some diagnostic and troubleshooting tasks. Viewing Critical Logs The Critical Log s page ( Figure 6-1 ) appears w hen you click t he View Critical Logs link in the ReadiVoice home page’s na vigation bar. It gives you access to critical tr[...]

ReadiV oice Administration & Maintenanc e Guide 146 Proprietar y & Confidential The critical log file s hows you critical entries about bridge processe s, 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 deletio[...]

Diagnostics and T roubleshooting Proprietar y & Confidential 147 Database T roubleshooting This section suggests some method s for diagnosing the database and investigating database problems. Checking for Informix Ser ver Engine Errors To determine if an error has occurred in the Informix server engine, check the /usr/informi x/online.log file [...]

ReadiV oice Administration & Maintenanc e Guide 148 Proprietar y & Confidential Logging Database Activity with th e Database Monitoring Script Your ReadiVoice installation includes a P erl 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[...]

Diagnostics and T roubleshooting Proprietar y & Confidential 149 Active sessions : This section shows the session IDs, user types (such as root, web, or cnow), and total used memo ry of active database connections. With this information, you can identify queries that ar e being run constantly against the database and determine th e approximate [...]

ReadiV oice Administration & Maintenanc e Guide 150 Proprietar y & Confidential When you run the diagnose utility: 1 The bridge you’re testing calls you a t the number you s pecified, 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 [...]

Diagnostics and T roubleshooting Proprietar y & Confidential 151 6 Enter the logical number of the first card you want to test (card numbering begins with zero). You see: 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 scr ipt d[...]

ReadiV oice Administration & Maintenanc e Guide 152 Proprietar y & Confidential 12 Answer the phone, listen to the message, and then hang up. For each call, you hear th ree 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 reco[...]

Diagnostics and T roubleshooting Proprietar y & Confidential 153 T o star t dial-in channel testing: 1 Remove the bridge or bridges from se rvice and wait until all confere ncing activity has finished. 2 Open the ive.ini file for editing. 3 In the [Debug] section, set LOG_CHAN_DE BUG to 1 . The edited line should read: LOG_CHAN_DEBU G = 1 4 Sav[...]

ReadiV oice Administration & Maintenanc e Guide 154 Proprietar y & Confidential[...]

Proprietar y & Confidential 179 A V oice Prompts and Call Flows This appendix describes the defaul t voice prompts in stalled with the ReadiVoice system, how they’re used , and the ReadiVoice call flows. Over view You can use mult iple sets of voice prompts in the ReadiVoice syst em, which you can customize for specific needs. Before you star[...]

ReadiV oice Administration & Maintenanc e Guide 180 Proprietar y & Confidential The default prompt se t includes a file, silence.wav , containing only a very brief silence. If you want to replace a sp ecific 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 w[...]

V oice Prompts and Call Flows Proprietar y & Confidential 181 About Initial Greetings In a non-routed system, the bridge plays th e initial greeting to callers. The file that’s appropriate de pends on your system configuration: • If your system is Non-routed Private, then the initial greeti ng is always the helo_inbound.wav file, which does[...]

ReadiV oice Administration & Maintenanc e Guide 182 Proprietar y & Confidential V oice Prompt File Reference This section documents the default vo ice prompt files installed in the ReadiVoice system. Table A -1 lists the default voice prompt files in alphabetical order.Use it as a referenc e when contemplating new voice prompt sets and to d[...]

V oice Prompts and Call Flows Proprietar y & Confidential 183 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” [...]

ReadiV oice Administration & Maintenanc e Guide 184 Proprietar y & Confidential 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 Opti ons menu 2.5 ao_press_1.wav “Press 1.” Account Opti ons menu 1.2 ao_press_2.wav “Pres[...]

V oice Prompts and Call Flows Proprietar y & Confidential 185 cc_auto_on.wav “Auto Continuation is on.” Continuation [Autocontinuation setting] 2.9 cc_auto_overvi ew.wav “Auto Continuation turns continuation on for all of your confer ences, so they can continue after you disconnect.” Contin uation [Account Options help] cc_auto_set_of f[...]

ReadiV oice Administration & Maintenanc e Guide 186 Proprietar y & Confidential cf_conf_start. wav “Thank you. Y our conferen ce will now begin.” All [Sub call flow] 2.5 cf_default_non _part_ disconnect.wav “Thank you.” All (default part disconnect message) 0.7 cf_default_par t_ disconnect.wav “Y ou have been disconnected by the s[...]

V oice Prompts and Call Flows Proprietar y & Confidential 187 cf_in_conf_sub s_cmd_ help.wav “The following conference co mmands are available to the subscriber: T o request an operator , press star zero. T o request an operator join your conference, press zero zero. T o dial out, press star 1. T o add a reco rder to conference, press star 2.[...]

ReadiV oice Administration & Maintenanc e Guide 188 Proprietar y & Confidential cf_part_music_ wait.wav “The subscriber has not yet arrived. Please stand by .” Quick S tart off [Part call flow] 4.3 cf_please_stan dby.wav “Please wait.” All [Newcomer , d ial-in or dial-out] cf_subs_discon nect.wav “Y ou have been disconnected by th[...]

V oice Prompts and Call Flows Proprietar y & Confidential 189 cr_code_prompt .wav Not a prompt, but a symbolic link to either cr_access_cod e_prompt.wav or pw_prompt.wav . See “About Initial Greetings” o n page 18 1. Shared Access System [Dial-in, shared] cr_conf_ending .wav “This confere nce is not curren tly availabl e. Please try your [...]

ReadiV oice Administration & Maintenanc e Guide 190 Proprietar y & Confidential csn_wrong_.wav “I’m sorry , your entry…” Conference Security Code [Part CSC flow] 1.9 _csn_wrong.wav “… is not valid. Please enter the valid digits followed by the pound sign.” Conference Security Code [Part CSC flow] 5.2 csn_wrong_leng th.wav “I[...]

V oice Prompts and Call Flows Proprietar y & Confidential 191 _do_bad_num.wa v “… is not valid. Please enter the vaild digits followed by the pound sign.” Dial-out [Sub dial-out] 1.8 do_blast_dial_ subname_ announce_.wav <silence> Dial-out [Dial-out part call flow] _do_blast_dial _subname_ announce.wav "... is calling you to jo[...]

ReadiV oice Administration & Maintenanc e Guide 192 Proprietar y & Confidential do_part_discon nected.wav “The participant was disconnected.” 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_pro mpt.wav[...]

V oice Prompts and Call Flows Proprietar y & Confidential 193 eea_name_entry _no_rc.wav “I’m sorry , Particip an t Name Record must be on to choose thi s option.” Entry/Exit Announcement changeable [Announce setting] 6.1 eea_name_join_ .wav <silence> Name Announce [Entry announce] _eea_name_join .wav “…has joined the conference.[...]

ReadiV oice Administration & Maintenanc e Guide 194 Proprietar y & Confidential global_unmuted .wav “The conference ha s been un-muted.” Custom mute/unmute confirmation ( s e e page 162 ) [Sub in conf] helo_inbound.w av “Hello and welcome to the Conferencing Center .” Private number initial greeti ng on a fixed access system. [T rad[...]

V oice Prompts and Call Flows Proprietar y & Confidential 195 lo_subs_join.w av “This is a Listen Only conference.” Listen Only Entry [Sub call flow] mute_not_enabl ed.wav “I’m sorry , this feature is not enabled.” Mute unavaila ble [In conf part or sub] 2.5 mute_off.wav <beeps> All [In conf part or sub] mute_on.wav <beeps>[...]

ReadiV oice Administration & Maintenanc e Guide 196 Proprietar y & Confidential op_music.wav <hold music> Operator available [Oper wait] 30.0 op_no_op_disco nnect.wav “Y ou have been disconnected by the system. Please try your call again.” All (no oper avail) [Oper wait] 4.4 op_not_availab le.wav “I’m sorry , there are no oper[...]

V oice Prompts and Call Flows Proprietar y & Confidential 197 pt_recorder.wa v “A recorder…” Roll Call (private) [In conf part or sub] 2.0 pw_confirmatio n.wav “Thank you.” T wo-password private ca ll flow [2-passwd private] pw_disconnect. wav “Y ou have been disconnected by the system. Please try your call again.” T wo-password p[...]

ReadiV oice Administration & Maintenanc e Guide 198 Proprietar y & Confidential qs_part_join.w av “This is a Quick S tart conference, you will be placed into the conference.” Quick S tart [Part call flow] 4.7 qs_set_off_pro mpt.wav “T o turn Quick S t art off, press 1.” Quick S tart [Quick S tart setting] qs_set_on_prom pt.wav “T [...]

V oice Prompts and Call Flows Proprietar y & Confidential 199 rc_on.wav "Roll call is on. Participants will be prompted to record their names." Roll Call [Roll Call setting] rc_overview.wa v “Roll Call prompts particip ants to record their names as they join a conference. During the conference, any participant can press star 9 to he[...]

ReadiV oice Administration & Maintenanc e Guide 200 Proprietar y & Confidential rec_wait.wav “Please stand by while your recording connection is established. T o cancel the recording, press star 2.” Recorder Dial Out [Recording] 7.2 sd_chan_.wav “Due to technical difficulties, you will be disconnected in…” All _sd_chan.wav “…m[...]

V oice Prompts and Call Flows Proprietar y & Confidential 201 spw_overview.w av “The subscriber passwor d is the password you use to log into the conf erencing system, to star t and join your conferences, and to change your account options.” Password changeable [Account Options help] spw_prompt.wav “Please enter your subscriber password f[...]

ReadiV oice Administration & Maintenanc e Guide 202 Proprietar y & Confidential wr_conf_locked .wav “This conference has been locked with W aiting Room on.” W aiting Room [In conf sub] wr_count_.wav “There are…” W aiting Room [Sub WR processing] _wr_count.wav “…particip ants in the waiting room.” W aiting Room [Sub WR proces[...]

V oice Prompts and Call Flows Proprietar y & Confidential 203 wr_off.wav "Currently , your conferences start unlocked, so participant s are put directly into conference." Lock (W aiting Room) available [WR setting] wr_on_entry.wa v "Currently , your conferences start locked, so particip ants are put into the waiting room." L[...]

ReadiV oice Administration & Maintenanc e Guide 204 Proprietar y & Confidential wr_sub_hold.wa v “The subscrib er has retu rned you t o the waiting room. Please hold.” W aiting Room [Part lock/full processing] wr_subs_discon nect.wav “Y ou have been disconnected by the conference moderator . Good bye.” W aiting Room [Part lock/full [...]

V oice Prompts and Call Flows Proprietar y & Confidential 205 Call Flow Diagrams The following pages contain call flow diagrams for the ReadiVoice system. Figure A-2 provide s a legend that explains some of the symbols and conventions used in the diagrams. The diagrams themselves are arranged in to severa l groups or categori es, as listed in T[...]

ReadiV oice Administration & Maintenanc e Guide 206 Proprietar y & Confidential 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. Message to the user, usually one or more .wav file names. Message box containing both an event name[...]

V oice Prompts and Call Flows Proprietar y & Confidential 207 Figure A-3 T raditional shared call flow (initial entry) Valid access code? cf_you_subs_ prompt.wav cr_code_prompt.wav (see note) Hook Yes Operator available? No cr_access_code_wrong.wav Failed attempts? No Yes Start <3 No cr_access_code_ good.wav Yes 3 cr_access_code_wrong_.wav e[...]

ReadiV oice Administration & Maintenanc e Guide 208 Proprietar y & Confidential Figure A-4 T raditional private call flow (initial entry) Bad access number? Hook Yes cr_access_number_ wrong.wav No Traditional Private Call Flow Non-Routed System Private, Participant Password not available helo_inbound.wav Start cf_call_not_ completed.wav Any[...]

V oice Prompts and Call Flows Proprietar y & Confidential 209 Figure A-5 T wo-password shared call flow (initial entry) Two Password Shared Call Flow Non-routed System Shared, Prompt for Subscriber off, Participant Password required Valid password? cr_code_prompt.wav (see note) Hook No Operator available? No cr_access_code_wrong.wav Failed atte[...]

ReadiV oice Administration & Maintenanc e Guide 210 Proprietar y & Confidential Figure A-6 T wo-password private call flow (initia l entry) Two Password Private Call Flow Non-routed System Private, Prompt for Subscriber off, Participant Password optional Get tones 10 sec. timer pw_prompt.wav Error pw_confirmation.wav pw_wrong.wav pw_wrong_.[...]

V oice Prompts and Call Flows Proprietar y & Confidential 211 Figure A-7 Routed (INCR) call flow (initial entry) Start Routed Call Flow Routed (INCR) System – Access Code, if any, collected by switch. Starts when inbound call hits bridge. Ends at named process. cf_please_standby.wav Yes No Problem communicating w/ conf? Yes No Hook HR_CONF_EN[...]

ReadiV oice Administration & Maintenanc e Guide 212 Proprietar y & Confidential Figure A-8 IP Call process IP Call Process Start IP Call Process cf_call_not_ completed.wav Any error? Hook Yes No Applies to ReadiVoice-IP systems. Starts and ends in Routed (INCR) Call Flow. pw_prompt.wav Failed attempts? No subscription <3 3 cr_access_code[...]

V oice Prompts and Call Flows Proprietar y & Confidential 213 Figure A-9 Recording dial-ou t process rec_not_enabled.wav Start Recording Process Recording Process Starts in conference when subscriber enters recording command. Ends at Rejoin Conference process. Recording enabled? Conf full? Yes No No Yes Recording state? Recording rec_conf_full.[...]

ReadiV oice Administration & Maintenanc e Guide 214 Proprietar y & Confidential Figure A-10 Subscriber dial-out p rocess (long) Start Subscriber DO Process Subscriber Dial-out Process – default (long) configuration Starts in conference when subscriber presses *1. Ends at Rejoin Conference process. Yes Dial-out enabled? do_number_prompt.wa[...]

V oice Prompts and Call Flows Proprietar y & Confidential 215 Figure A-1 1 Subscriber dial-out process (sho rt) Start Short Subscriber DO Process Subscriber Dial-out Process – optional short configuration Starts in conference when subscriber presses *1. Ends at Rejoin Conference process. Yes Dial-out enabled? do_number_ prompt.wav do_not_enab[...]

ReadiV oice Administration & Maintenanc e Guide 216 Proprietar y & Confidential Figure A-12 Called party dial-out process No Yes 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[...]

V oice Prompts and Call Flows Proprietar y & Confidential 217 Figure A-13 Dial-out newcomer process Start DO 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. pw_wrong.wav Yes 3 Hook Operator available? No Yes Hook on failure? Ope[...]

ReadiV oice Administration & Maintenanc e Guide 218 Proprietar y & Confidential Figure A-14 Subscriber call flow (after initial entry) Subscriber Start 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. Sub PW validated? Subscrib[...]

V oice Prompts and Call Flows Proprietar y & Confidential 219 Figure A-15 Participant call flow (after initial entry) No Yes Participant Start Quick Start? Yes qs_part_join.wav cf_first_caller.wav Yes No No Yes No lo_part_join.wav First into conf? Conf Entry with Count? Roll Call? cf_caller_count_.way count (numbers.wav) _cf_caller_count.wa v P[...]

ReadiV oice Administration & Maintenanc e Guide 220 Proprietar y & Confidential Figure A-16 Subscriber validation process Start Subscriber Validation Subscriber Validation Starts in Subscriber Call Flow or Music Hold. Ends in Subscriber Call Flow. spw_prompt.wav Get tones Error No spw_wrong_.wav password (numbers.wav) _spw_wrong.wav Failed [...]

V oice Prompts and Call Flows Proprietar y & Confidential 221 Figure A-17 Conferen ce security co de process (subscriber) No Preceded by 4-9 digits? csn_verify_prompt_.wav code (numbers.wav) _csn_verify_prompt.wav * entered? csn_wrong_ length.wav No <5 Anything entered? 5 Yes # Yes No Yes * csn_setup_prompt.wav csn_none_ set.wav * or # ? Fai[...]

ReadiV oice Administration & Maintenanc e Guide 222 Proprietar y & Confidential Figure A-18 Conference security code process (participant) csn_prompt.wav Correct? No Yes Failed attempts? Hook csn_wrong_.wav code (numbers.wav) _csn_wrong.wav Operator available? No Yes csn_wrong.wav No 3 HR_CONF_PASSCODE_FAIL csn_disconnect.wav <3 Yes Conf[...]

V oice Prompts and Call Flows Proprietar y & Confidential 223 Figure A-19 Music hold process Hold time expired? Start Music Hold Process Music Hold Process Starts and ends in Participant Call Flow. Conf started? End Music Hold Process No No Yes Hook HR_CONF_LOCKED lck_locked_disconnect.wav cf_conf_full.wav HR_CONF_END_ IN_PROGRESS cf_eip_discon[...]

ReadiV oice Administration & Maintenanc e Guide 224 Proprietar y & Confidential Figure A-20 Name record process rc_identify_prompt.wav Anything recorded? rc_rerecord_prompt.wav Recording Start Name Record Process Subscriber/Participant Name Record Process Starts and ends in Subscriber or Participant Call Flow. Failed attempts? End Name Reco[...]

V oice Prompts and Call Flows Proprietar y & Confidential 225 Figure A-21 Locked/full conference p rocess (participant) Subscriber entered #5 and then # Locked/Full Conference Process Start Locked/Full Process Conf full or ending? Waiting Room? Locked? Hook Full No No Yes End Locked/ Full Process No wr_hold.wav Yes wr_music.wav (repeats) Parall[...]

ReadiV oice Administration & Maintenanc e Guide 226 Proprietar y & Confidential Figure A-22 Operator wait process Start 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. Y[...]

V oice Prompts and Call Flows Proprietar y & Confidential 227 Figure A-23 Account options process Digits entered? No Start Account Options Process 1 or 2? Account Options Process Starts and ends in Subscriber Call Flow. ao_initial_menu.wav Get tones 10 sec. timer Yes Failed attempts? <5 No Any option configurable? 2 ao_none_avail.wav End Acc[...]

ReadiV oice Administration & Maintenanc e Guide 228 Proprietar y & Confidential Figure A-24 Account options menu Start AO Menu Process Account Options Menu Process Starts and ends in Account Options Process. ao_main_menu_.wav ao_not_ enabled.wav Setting change process corresponding to key entered Yes All configurable options play ed ? Is qu[...]

V oice Prompts and Call Flows Proprietar y & Confidential 229 Figure A-25 Account options help Is quick start configurable? Is password configurable? Is roll call configurable? Is autocontinue configurable? Is listen only entry configurable? Is waiting room configurable? spw_overview.wav rc_overview.wav Yes Yes qs_overview.wav Yes No No No cc_a[...]

ReadiV oice Administration & Maintenanc e Guide 230 Proprietar y & Confidential Figure A-26 Announcement setting process Anything entered? No Start Announce Setting Process 1, 2, or 3? Announcement Setting Process Starts either from roll call setting process or from subscriber entering DTMF command (default is *3) while in conference. Ends [...]

V oice Prompts and Call Flows Proprietar y & Confidential 231 Figure A-27 Autocontinu ation settin g process Anything entered? No Start Autocontinue Setting Process 1? Autocontinuation Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Autocontinue Setting Process Is autocontinue on? cc[...]

ReadiV oice Administration & Maintenanc e Guide 232 Proprietar y & Confidential Figure A-28 Listen only entry setting process Start LO Entry Setting Process Listen Only Entry Setting Process Starts and ends in account options menu. LOE setting? lo_entry_on.wav lo_entry_set_off_prompt.wav LOE On lo_entry_off.wav lo_entry_set_on_prompt.wav LO[...]

V oice Prompts and Call Flows Proprietar y & Confidential 233 Figure A-29 Password setting process Anything entered? No Start Password Setting Process Valid number of digits? Password Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Password Setting Process spw_invalid.wav spw_set_pro[...]

ReadiV oice Administration & Maintenanc e Guide 234 Proprietar y & Confidential Figure A-30 Quick start setting process Anything entered? No Start Quick Start Setting Process 1? Quick Start Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Quick Start Setting Process Is QS on for s[...]

V oice Prompts and Call Flows Proprietar y & Confidential 235 Figure A-31 Roll call setting process Anything entered? No Start Roll Call Setting Process 1 or 2? Roll Call Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? No 1 End Roll Call Setting Process Is Roll Call on? rc_on.wav rc_set_off_[...]

ReadiV oice Administration & Maintenanc e Guide 236 Proprietar y & Confidential Figure A-32 Wai ting room setting process Anything entered? No Start WR Setting Process 1, 2, or 3? Waiting Room Setting Process Starts and ends in account options menu. Get tones 10 sec. timer Yes Failed attempts? Yes End Announce Setting Process WR setting? wr[...]

V oice Prompts and Call Flows Proprietar y & Confidential 237 Figure A-33 Entry announce process 19 (DTMF) Start 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. Name announce?[...]

ReadiV oice Administration & Maintenanc e Guide 238 Proprietar y & Confidential Figure A-34 Exit announce process 91 (DTMF) Start 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, a[...]

V oice Prompts and Call Flows Proprietar y & Confidential 239 Figure A-35 Waiting room process (subscriber) wr_new_caller_.wav <recorded name> _wr_new_caller.wav #5 entered (process callers)? 10 sec. timer Yes 1 entered? Yes * entered? #6 entered (toggle notif.)? No No Yes No Yes Subscriber WR Process Start Sub WR Process 2 entered? 3 ent[...]

ReadiV oice Administration & Maintenanc e Guide 240 Proprietar y & Confidential Figure A-36 T ogg le waiting room reminders process Reminders on? Toggle acknowledge type? wr_notification_off.wav or custom .wav file Yes No None 18 (DTMF) Toggle Waiting Room Reminders Process Starts in conference when subscriber enters command to toggle waiti[...]

V oice Prompts and Call Flows Proprietar y & Confidential 241 Figure A-37 Roll call process Any recorded names? No Yes rc_conf_.wav count (numbers.wav) _rc_conf.wav recorded names (pt_operator.wav for ope rator; pt_recorder.wav for recorder) Roll Call Process Starts in conference when participant or subscriber enters roll call command. Ends in [...]

ReadiV oice Administration & Maintenanc e Guide 242 Proprietar y & Confidential 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. Oper Req for sub only? Oper reqs enabled? Subscriber[...]

V oice Prompts and Call Flows Proprietar y & Confidential 243 Figure A-39 Rejoin conference process mute_part_join.wav Start Rejoin Conf 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 b[...]

ReadiV oice Administration & Maintenanc e Guide 244 Proprietar y & Confidential Figure A-40 End conference process (subscriber) Start Sub End Conf Process ct_manual_prompt.wav Get tones Error 1 entered? 10 sec. timer Yes Subscriber End Conference Process Starts in conference when subscriber enters end conference command (default is #8 ). En[...]

V oice Prompts and Call Flows Proprietar y & Confidential 245 Figure A-41 In-conference commands by su bscriber In-conference Subscriber/Moderator Commands Subscriber entered *4 (or Moderator) Subscriber entered ** cf_in_conf_subs_cmd_help.wav Rejoin Conference Waiting room? lck_conf_locked.wav wr_conf_locked.wav wr_cmd_help.wav Yes No Rejoin C[...]

ReadiV oice Administration & Maintenanc e Guide 246 Proprietar y & Confidential 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 ## [...]

V oice Prompts and Call Flows Proprietar y & Confidential 247 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. Subscriber entered #1 LO sound type[...]

ReadiV oice Administration & Maintenanc e Guide 248 Proprietar y & Confidential Figure A-44 In-conference commands by participant In-conference Participant Commands Participant entered ** cf_in_conf_part_cmd_help.wav Rejoin Conference All start in conference when participant enters indicated DTMF (touchtone) command (defaults shown). Partic[...]

V oice Prompts and Call Flows Proprietar y & Confidential 249 Figure A-45 Conferen ce termina tion proce ss Start Conf 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[...]

ReadiV oice Administration & Maintenanc e Guide 250 Proprietar y & Confidential Figure A-46 Other in-conference events Miscellaneous Events In-conference events experienced by those indicated in circumstances shown. ct_manual_disconnect.wav Subscriber entered #8 and then 1 Hook Hook sd_conf_now.wav Shutdown necessary Minutes to shutdown <[...]

Proprietar y & Confidential 251 B CDR Data Reference This appendix describes post-conference data found in the Call Detail Rec ords (CDRs). CDRs provide th e billing info rmation 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 storag[...]

ReadiV oice Administration & Maintenanc e Guide 252 Proprietar y & Confidential Informix CDR T ables Five Informix tables hold informat ion from completed conferences: • Conference Information ( cdr_post_con f ) • Participant Information ( cdr_post_par t ) • Feature Information ( cdr_post_st ate ) • Conference End Verification ( cdr[...]

CDR Data Reference Proprietar y & Confidential 253 reserver_title CHAR(10) T itle of subscriber . In the CNOW database, this is TITLE from the SU BSCRIBER DET AIL table. reserver_first CHA R(30) First name of subscriber . In the CNOW database, this is FIRSTNAME from the SUBSCRIBERINFO table. reserver_last CHA R(30) Last name of subscriber . In [...]

ReadiV oice Administration & Maintenance Guide 254 Proprietar y & Confidential r_se curity _enab le S MALLIN T Forced to ze ro (0). r_pr e_noti fy SMAL LINT Forced to ze ro (0). r_fu ll_dup lex SMAL LINT Forced to ze ro (0). u_no _show SMAL LINT Forced to ze ro (0). u_ca ncelle d SMAL LINT Forced to ze ro (0). exte rnalid _b CHAR (30) Optio[...]

CDR Data Reference Proprietar y & Confidential 255 Ta b l e B - 2 Participant Information (cdr_post_p art) Field Name Fiel d T ype Description conf_id INTEGE R Conference ID (key to cdr_post_conf table) (indexed with part_id). sub_id SMALLINT Forced to zero (0). subscriber_num ber CHAR(20) Dial-in = A number Dial-out = B number connect_number C[...]

ReadiV oice Administration & Maintenanc e Guide 256 Proprietar y & Confidential part_first CHAR(30) If subscriber record, one of the following: • ACM Pins value, if any • Blank, if participant name u pdated (via API, Operator , or Modera tor) and no ACM Pins • Otherwise, FIRSTNAME from SUBSCRIBERINFO table If participant record, one o[...]

CDR Data Reference Proprietar y & Confidential 257 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: ‘‘ The call en ded nor[...]

ReadiV oice Administration & Maintenanc e Guide 258 Proprietar y & Confidential Ta b l e B - 3 Feature Informatio n (cdr_post_state) Field Name Fiel d T ype Description conf_id INTEGE R Conference ID (key to cdr_post_conf table). part_id INTEGE R Participant ID (key to cdr_post_p art table). feature SMALLI NT T ype of feature used: Duration[...]

CDR Data Reference Proprietar y & Confidential 259 The ACM Data table is available for storing additional data collected by ACM (Application Control Mode) applicat ions that you develop. The ACM application is responsible for sending the collected data to the ACM manager in the form key:value . See the ReadiVoice SDK for infor mation about deve[...]

ReadiV oice Administration & Maintenanc e Guide 260 Proprietar y & Confidential[...]

Proprietar y & Confidential 261 C SNMP Events and Alarms This appendix contains reference in formation for ReadiVoice system and bridge events and their SNMP variable s. 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 [...]

ReadiV oice Administration & Maintenanc e Guide 262 Proprietar y & Confidential Figure C-1 SNMP overview ReadiVoice System SNMP Agent SNMP Module Voyant -Written Custom A gent Extension for ReadiVo ice Other Modules System Conf iguration Information Alarms, Errors , and Status Information Requests To Get In formation Or Change Configurat io[...]

SNMP Events and Alarms Proprietar y & Confidential 263 Contents of the SNMP MIB The MIB contains four tables: sysTable — system information sysHistogram Table — system histogram (s tatistical) information brgTable — bridge information brgHistogram Table — bridge histogram (statistical) information The tables that follow list all the fie[...]

ReadiV oice Administration & Maintenanc e Guide 264 Proprietar y & Confidential sysCrNoCapacit y SS7 routing failures – no capacity . sysCrNoDBEntry SS7 routing failures – no DB entry (bad number). sysCrOutOfTran slationNum SS7 routing failures – out of translation number . Ta b l e C - 2 The SNMP MIB’s system histogram table Field [...]

SNMP Events and Alarms Proprietar y & Confidential 265 brgNumDTMFDial Outs Number of d ial out s made b y DTMF . brgNumDialsIn Number of dial ins. brgNumConfsAct ive Number of active conferences. brgPortMaxCapa city T otal number of availabl e ports in the bridge. brgNumPortsRes erved Number of reserved ports in the bridge. brgNumPortsAct ive N[...]

ReadiV oice Administration & Maintenanc e Guide 266 Proprietar y & Confidential Using the SNMP Log Files If you enable the SNMP logging function (see “Enabl ing SNMP Logging” on page 141), it writes system usage and performance data to log files on an ongoing basis. This data can be usef ul for trend analysis and capacity planning. SNMP[...]

SNMP Events and Alarms Proprietar y & Confidential 267 Figure C-2 Sample SNMP log file DATE/TIME,B RIDGEID,CONFERENCE S,MAX_CAPACITY,ACT IVE_PORTS,ALLOCATE D_PORTS,DIAL_INS,D TMF_DIAL_ OUTS,MODERAT OR_DIAL_OUTS,OPERA TOR_DIAL_OUTS,OPER ATORS,OP_QUEUE,SYS _CONFERENCE,SYS_MA X_ CAPACITY,SYS _ACTIVE_PORTS,SYS_ ALLOCATATED_PORTS, SYS_DIAL_INS,SYS_D[...]

ReadiV oice Administration & Maintenanc e Guide 268 Proprietar y & Confidential SYS_CONFERENCE Number of active conferences for the system 35 SYS_MAX_CAPACI TY Port capacity available (number of ports in system) 1440 1440 SYS_ACTIVE_POR TS Ports in use – active across the system 12 16 SYS_ALLOCATATE D_PORTS Ports in us e – reserved acro[...]

SNMP Events and Alarms Proprietar y & Confidential 269 MAX_CAPACITY Port capacity av ailable 480 480 ACTIVE_PORTS Ports in us e – active for the bridge 12 12 ALLOCATED_PORT S Ports in us e – reserved for the bridge 20 14 DIAL_INS Number of dial-ins fo r the bridge 12 12 DTMF_DIAL_OUTS DTMF dial-outs for the bridge 0 0 MODERATOR_DIAL _OUTS M[...]

ReadiV oice Administration & Maintenanc e Guide 270 Proprietar y & Confidential 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 e xample records. The logging function writes a record to the histogram log every hour on the hour. T[...]

Proprietar y & Confidential 271 D ReadiV oice-IP with IP T ributaries 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 authen tication and call routing, and thus can bypass elements of the fr ont-end call[...]

ReadiV oice Administration & Maintenanc e Guide 272 Proprietar y & Confidential Password Included — One-Password Call Flow ReadiVoice-IP has three possible IP tr ibutaries for one-password call flows. Clear T ext Password In this type of SIP INVITE , the TO header includes the access code and password. It has the following format: TO: sip[...]

ReadiV oice-IP with IP T ributaries Proprietar y & Confidential 273 or TO: sip: accessnum ber @ host ;PCODE= passwor d 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 withi n the header is invalid, the sy stem [...]

ReadiV oice Administration & Maintenanc e Guide 274 Proprietar y & Confidential Implementing IP T ributaries To implement IP tributaries: 1 Voyant technical support must modify the . suarc configuration file and enable the IP tributary config uration parameters. 2 You must create the mechanism (email , outside IVR syst em , website, etc.) f[...]

Proprietar y & Confidential 275 Index Symbols .odprocrc file 138 A access managing 63 phone numbers 35 translation numbers 22 access class access number assignments 40 adding 33 defined 33 deleting 34 renaming 34 Access Classes page 33 access phone numbers adding 36 changing access class 40 changing hidden numbers 41 deleting 42 moving to anoth[...]

ReadiV oice Administration & Maintenanc e Guide 276 Proprietar y & Confidential 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 s[...]

Index Proprietar y & Confidential 277 troubleshooting 147 dbMon.pl 147 , 148 defunct processes 104 deleting access class 34 access phone number 42 bridge 21 bridge group 26 internal user 66 invalid subscriber passwo rds 67 number group 32 prompt set 168 provider 46 routing list 29 subscriber group 59 df -k 103 diagram call flow 13 ReadiVoice sy[...]

ReadiV oice Administration & Maintenanc e Guide 278 Proprietar y & Confidential system diagram 9 IP Tributaries, overview 14 ive.ini ConfirmDialNum 124 Waiting Room notifications 125 K killing processes 10 4 L large conference music hold extender 130 , 187 listen only touchtone commands 160 lock/unlock touchtone commands 158 logging, SNMP 2[...]

Index Proprietar y & Confidential 279 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 Tabl e 67 Modify Existing Access Phone Number 39 Number Groups 31 Operator Registered Subscriber Grou[...]

ReadiV oice Administration & Maintenanc e Guide 280 Proprietar y & Confidential 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 L[...]

Index Proprietar y & Confidential 281 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-digi t code 120 random 120 translation numbers adding 23 changing 24 defined 22 managing 22 Translation Numbers pag[...]

ReadiV oice Administration & Maintenanc e Guide 282 Proprietar y & Confidential[...]