Avaya BCM 200, BCM 400, BCM 450 User Manual

BCM 200/400/450

BCM-IVR Integration Supplement

NN40070-304

Document status: Standard Document version: 02.01 Document date: 3 April 2009

Sourced in Canada Nortel, the Nortel logo, and the Globemark are all trademarks of Nortel Networks.

Important Notice

Nortel reserves the right to make changes in the contents of this publication including functions and speciﬁcations identiﬁed herein without notice.

Note: The material contained in this document is intended for Nortel personnel and licensed customers with a non-disclosure agreement or standard contract.

In the absence of a written agreement to the contrary, Nortel assumes no liability for applications assistance, customer’s product/application/concepts, or infringements of patents or copyrights of third parties arising from the use of systems and architectures described herein. Nor does Nortel warrant or represent that any license, either expressed or implied, is granted under any patent right, copyright, or other combination of technology, architecture, or software as might be or is already in use.

This document should not be reproduced, disseminated, or otherwise disclosed without prior written consent from an ofﬁcer of Nortel.

This document has been copyrighted by Nortel and may not be duplicated.

Revision History

April 2009

Standard 2.1 This version contains updates for BCM 450 and removes the chapter on backing up folders in BCM.

March 2007

Standard 1.2

February 2007

Standard 1.1. This version contains a new chapter on backing up folders in BCM.

July 2006

Standard 1.0.

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Contents

Preface 7

Scope 7 Intended Audience 7 How to Get Help 7

How to Use This Manual 9 Organization of This Manual 9 Conventions Used in This Manual 10 Solaris and Windows Conventions 11

Trademark Conventions 12

Chapter 1 Introduction to the BCM-IVR Integration 13

The Business Communications Manager (BCM) - Interactive Voice Reponse (IVR)

Accessing complete documentation for BCM 14

Finding the latest updates on the Nortel Web site 7 Getting Help from the Nortel Web site 8 Getting Help over the phone from a Nortel Solutions Center 8 Getting Help from a specialist by using an Express Routing Code 8 Getting Help through a Nortel distributor or reseller 8

Two-Button (Windows) vs. Three-Button (Solaris) Mouse 12

Integration 13

What functionality does the IVR integration add to the BCM? 13

Documentation issues 14

Chapter 2 COMMGR for the BCM Platform 17

Documentation issues and workarounds 17 Installation issues and workarounds 18 Functionality issues and workarounds 18

Chapter 3 PeriView for the BCM Platform 21

Documentation issues and workarounds 21 Functionality issues and workarounds 22 Additional alarms for the BCM platform 23 Issuing commands to the BCM 24

Chapter 4 PeriReporter for the BCM Platform 27

Conﬁguring windows workstations to retrieve statistics 27

Conﬁguring the collection stations 27

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6 Contents

Changing the monitored BCM nodes 29 Documentation issues and workarounds 29 Functionality issues and workarounds 30 Phone Line Statistics reports variances for the BCM platform 31

Index 32

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Preface

Scope

Business Communications Manager (BCM) is a communications platform that delivers voice processing, business telephony applications, and data networking services. To extend these capabilities, Nortel has integrated existing IVR software to run on the BCM platform.

The BCM-IVR Integration manual explains variances in COMMGR, PeriView, and PeriReporter software functionality when it is integrated with BCM. It is not meant to replace their individual user guides; it is meant only to be used as a supplement to them.

For further information on BCM, see "Accessing complete documentation

for BCM" (page 14).

Intended Audience

This guide assumes that the user has completed an on-site system familiarization training program conducted as part of the initial system installation. In addition, they should be familiar with other site-speciﬁc operating procedures relating to the BCM that are due to speciﬁc application functions performed by the BCM and with any other equipment to which the BCM may be connected. Basic knowledge of your operating system(s) software is also assumed.

How to Get Help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was released. To check for updates to the latest documentation for the MPS 500 and 1000, click one of the following links:

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8 Preface

MPS 500

MPS 1000

Takes you directly to the Nortel page for MPS 500 documentation

ww130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cscat

at w

=DOCUMENTATION&resetFilter=1&tranProduct=12605

Takes you directly to the Nortel page for MPS 1000 documentati on at w

cat=DOCUMENTATION&resetFilter=1&tranProduct=11721

ww130.nortelnetworks.com/cgi-bin/eserv/cs/main.jsp?cs

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support web site:

ww.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.

•

download software, documentation, and product bulletins

•

search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues

•

open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you do not ﬁnd the information you require on the Nortel TechnicalSupport web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following web site to obtain the phone number for your region:

ww.nortel.com/callus

Getting Help from a specialist by using an Express Routing Code

Toaccess some Nortel TechnicalSolutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

ww.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

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How to Use This Manual

This manual uses many standard terms relating to computer systems, software application functions, and the Internet. However, it contains some terminology that can be explained only in the context of the MPS Series. Refer to the Glossary of Nortel’s Media Processing Server Series Terminology for deﬁnitions of MPS Series speciﬁc terms.

Read this manual from start to ﬁnish at least once. When you are familiar with the document, you can use the Table of Contents to locate topics of interest for reference and review.

If you are reading this document online, use the cross-reference links (shown in blue) to quickly locate related topics. Position your cursor over the cross-reference link and click once. Click any point in a Table of Contents entry to move to that topic. Click the page number of any Index entry to access that topic page.

Familiarize yourself with various specialized textual references within the manual see "Conventions Used in This Manual" (page 10).

Organization of This Manual 9

Note: Periphonics is now part of Nortel. The name Periphonics, and variations thereof, appear in this manual only in reference to a product (for example, the PERImps package, the perirev command, and so on).

Organization of This Manual

This manual is organized in the following way:

Chapter 1 — Introduction to the BCM-IVR Integration

Overviews the BCM and what functionality the IVR integration brings to BCM. Explains how to access documentation on Helmsman.

Chapter 2 — COMMGR for the BCM Platform

Discusses documentation, installation, and functionality variances in COMMGR for the BCM platform.

Chapter 3 — PeriView for the BCM Platform

Discusses documentation and functionality variances in PeriView for the BCM platform. Explains alarms that have been added for the BCM, and how to issue commands.

Chapter 4 — PeriReporter for the BCM Platform

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10 Preface

Discusses documentation, functionality, and Phone Line Statistics reports variances in PeriReporter for the BCM platform.

Chapter 5— Folders on the BCM Platform

Discusses folders included in the process of backing up IVR Data and IVR Conﬁguration information through the Element Manager.

Conventions Used in This Manual

This manual uses different fonts and symbols to differentiate between document elements and types of information. These conventions are summarized in the following table.

Conventions Used in This Manual

Notation Description

Normal text Normal text font is used for most of the document. important term The Italics font introduces new terms, highlights meaningful

words or phrases, or distinguishes specific terms from nearby text.

system command

command, condition

and alarm

file name / directory

This font indicates a system command or its arguments. Enter such keywords exactly as shown (that is, do not fill in your own values).

Command, Condition and Alarm references appear on the screen in magenta text and reference the Command Reference Manual, the MPS Developer User’s Guide,or the Alarm Reference Manual, respectively. Refer to these documents for detailed information about Commands, Conditions, and Alarms.

This font highlights the names of disk directories, files, and extensions for file names. It also shows what is displayed on a text-based screen (for example, to show the contents of a file.)

on-screen field This font indicates field labels, on-screen menu buttons, and

Book Reference This font indicates the names of other publications

Windows and the flying Window logo are either trademarks or registered trademarks of Microsoft Corporation.

Solaris other countries.

action buttons. A term that appears within angled brackets denotes a

terminal keyboard key, a telephone keypad button, or a system mouse button.

referenced within the document.

is a registered trademark of The Open Group in the U.S. and

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Solaris and Windows Conventions 11

Notation Description

cross-reference A cross-reference appears on the screen in blue. Click

the cross- reference to access the referenced location. A cross-reference that refers to a section name accesses the first page of that section.

The Note icon identifies notes, important facts, and other keys to understanding.

The Caution icon identifies procedures or events that require special attention. The icon indicates a warning that serious problems may arise if the stated instructions are not followed implicitly.

The flying Window icon identifies procedures or events that apply to the Windows operating system only.

The Solaris icon identifies procedures or events that apply to the Solaris operating system only.

Windows and the flying Window logo are either trademarks or registered trademarks of Microsoft Corporation.

Solaris

is a registered trademark of The Open Group in the U.S. and

other countries.

Solaris and Windows Conventions

This manual depicts examples (command line syntax, conﬁguration ﬁles, and screen shots) in Solaris format. Windows-speciﬁc commands, procedures, or screen shots are shown when required. The following table lists general operating system conventions used with either the Solaris or Windows operating system.

Solaris

Environment Paths Command

$PPROHOME %PPROHOME%

$PPROHOME/bin %PPROHOME%\bin

<command> & start /b <command>

Windows

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