Avaya BCM-IVR Integration Supplement User Manual
Avaya Business Communications Manager Release 6.0
Avaya BCM-IVR Integration Supplement
NN40070-304
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Document status: Standard
Document version: 03.01
Document date: 22 June 2010
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Revision History
March 2007
Standard 1.2
February 2007
Standard 1.1. This version contains a new chapter on backing up folders
in Avaya BCM.
July 2006
Standard 1.0.
5
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Contents
Preface 9
Scope 9
Intended Audience 9
Customer service 9
How to Use This Manual 10
Organization of This Manual 10
Conventions Used in This Manual 11
Solaris and Windows Conventions 13
Trademark Conventions 13
Chapter 1 Introduction to the Avaya BCM-IVR Integration 15
The Avaya Business Communications Manager (Avaya BCM) - Interactive Voice
Documentation issues 16
7
Navigation 9
Getting technical documentation 10
Getting product training 10
Getting help from a distributor or reseller 10
Getting technical support from the Avaya Web site 10
Two-Button (Windows) vs. Three-Button (Solaris) Mouse 13
Response (IVR) Integration 15
What functionality does the IVR integration add to the Avaya BCM? 15
Chapter 2 COMMGR for the Avaya BCM Platform 17
Documentation issues and workarounds 17
Installation issues and workarounds 18
Functionality issues and workarounds 19
Chapter 3 PeriView for the Avaya BCM Platform 21
Documentation issues and workarounds 21
Functionality issues and workarounds 22
Additional alarms for the Avaya BCM platform 23
Issuing commands to the Avaya BCM 24
Chapter 4 PeriReporter for the Avaya BCM Platform 27
Configuring windows workstations to retrieve statistics 27
Configuring the collection stations 28
Changing the monitored Avaya BCM nodes 29
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8 Contents
Documentation issues and workarounds 29
Functionality issues and workarounds 30
Phone Line Statistics reports variances for the Avaya BCM platform 31
Chapter 5 Folders on the Avaya BCM Platform 33
Backing up folders 33
Folders provided for use by IVR developers 34
Index 35
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Preface
Scope
Avaya Business Communications Manager (Avaya BCM) is a
communications platform that delivers voice processing, business telephony
applications, and data networking services. To extend these capabilities,
has integrated existing IVR software to run on the Avaya BCM platform.
The Avaya BCM-IVR Integration manual explains variances in COMMGR,
PeriView, and PeriReporter software functionality when it is integrated with
Avaya BCM. It is not meant to replace their individual user guides; it is
meant only to be used as a supplement to them.
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 Avaya BCM that are due to specific
application functions performed by the Avaya BCM and with any other
equipment to which the Avaya BCM may be connected. Basic knowledge of
your operating system(s) software is also assumed.
9
Customer service
Visit the Avaya Web site to access the complete range of services and
support that Avaya provides. Go to w
pages listed in the following sections.
Navigation
•
"Getting technical documentation" (page 10)
•
"Getting product training" (page 10)
•
"Getting help from a distributor or reseller" (page 10)
•
"Getting technical support from the Avaya Web site" (page 10)
.
ww.avaya.com or go to one of the
Avaya Business Communications Manager Release 6.0
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10 Preface
Getting technical documentation
Getting product training
Getting help from a distributor or reseller
Getting technical support from the Avaya Web site
To download and print selected technical publications and release notes
directly from the Internet, go to www.avaya.com/support.
Ongoing product training is available. For more information or to register,
you can access the Web site at w
ww.avaya.com/support. From this Web
site, you can locate the Training contacts link on the left-hand navigation
pane.
If you purchased a service contract for your Avaya product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller for assistance.
The easiest and most effective way to get technical support for
Avaya products is from the Avaya Technical Support Web site at
ww.avaya.com/support.
w
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 AvayaMedia Processing ServerSeries 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 11).
Note: Periphonics is now part of . 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:
Avaya Business Communications Manager Release 6.0
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Conventions Used in This Manual 11
Chapter 1 — Introduction to the Avaya BCM-IVR Integration
Overviews the Avaya BCM and what functionality the IVR integration brings
to Avaya BCM. Explains how to access documentation on Helmsman.
Chapter 2 — COMMGR for the Avaya BCM Platform
Discusses documentation, installation, and functionality variances in
COMMGR for the Avaya BCM platform.
Chapter 3 — PeriView for the Avaya BCM Platform
Discusses documentation and functionality variances in PeriView for the
Avaya BCM platform. Explains alarms that have been added for the Avaya
BCM, and how to issue commands.
Chapter 4 — PeriReporter for the Avaya BCM Platform
Discusses documentation, functionality, and Phone Line Statistics reports
variances in PeriReporter for the Avaya BCM platform.
Chapter 5— Folders on the Avaya BCM Platform
Discusses folders included in the process of backing up IVR Data and IVR
Configuration information through the Business 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
a.
Windows and the flying Window logo are either trademarks or registered
trademarks of Microsoft Corporation.
b.
Solaris
other countries.
®
This font indicates a system command or its arguments.
Enter such keywords exactly as shown (that is, do not fill in
your own values).
is a registered trademark of The Open Group in the U.S. and
Avaya Business Communications Manager Release 6.0
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Avaya BCM-IVR Integration Supplement
NN40070-304 03.01 Standard
4.0 22 June 2010
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