Avaya BCM-IVR Integration Supplement User Manual

Avaya Business Communications Manager Release 6.0

Avaya BCM-IVR Integration Supplement

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Document status: Standard
Document version: 03.01
Document date: 22 June 2010

©2010 Avaya Inc.
All Rights Reserved.

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Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said
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Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks

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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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

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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:

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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

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Notation Description

command,
condition

and alarm

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.

file name /
directory

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

action buttons.

<KEY NAME>

A term that appears within angled brackets denotes a
terminal keyboard key, a telephone keypad button, or a
system mouse button.

Book Reference This font indicates the names of other publications

referenced within the document.

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.

a

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

b

a.

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

b.

Solaris

®

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

other countries.

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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.

Trademark Conventions 13

Environment
Paths
Command

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

Trademark Conventions

The following trademark information is presented here and applies
throughout for third party products discussed within this manual.
Trademarking information is not repeated hereafter.

Solaris

$PPROHOME %PPROHOME%

$PPROHOME/bin %PPROHOME%\bin

<command> & start /b <command>

Windows

Solaris

®

and Motif

®

are registered trademarks of The Open Group in the U.S.

and other countries.
Solaris, SunOS, OpenWindows, SPARC, and UltraSPARC are trademarks

or registered trademarks of Sun Microsystems, Inc. in the United States
and other countries.

Microsoft, MSSQL,Windows, Internet Explorer, andthe Flying Windowslogo
are either trademarks or registered trademarks of Microsoft Corporation.

®

Oracle

is a registered trademark of Oracle Corporation.

Sybase™ and SYBASE™ are trademarks of Sybase, Inc. or its subsidiaries.

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Informix®and INFORMIX®are registered trademarks of Informix Corporation
or its affiliates.

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Chapter 1
Introduction to the Avaya BCM-IVR
Integration

his chapter covers:

T

1.

The Avaya BCM-IVR Integration

2.

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

The Avaya Business Communications Manager (Avaya BCM) ­Interactive Voice Response (IVR) Integration

Avaya Business CommunicationsManager (Avaya BCM) is a fully-integrated
communication system for small businesses, government and retail
networks, and enterprise branch offices.

Interactive Voice Response is a telecommunications system that uses a
prerecorded database of voice messages to present options to a user,
typically over telephone lines. Users can input information using the keys
on their touchtone phones.

15

The following terms describe the relationship of the Avaya BCM product with
the integration of the IVR platform.

•

BCM 4.0: hardware platform running Carrier Grade Linux.

•

BCM-IVR 2.1: MPS runtime environment on the BCM 4.0 hardware
platform.

•

BCM-IVR: MPS 2.1 software tools (PeriView, PeriProducer,
PeriReporter) that work with the Avaya BCM.

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

The IVR solution is a suite of products that allows businesses to create
applications that callers use to access information, by responding to a
series of prompts through their touchtone phones.

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16 Chapter 1 Introduction to the Avaya BCM-IVR Integration

The IVR applications are developed for specific customer needs and in
many cases are integrated with databases to enable real-time queries and
updates. Some examples of IVR applications are:

•

A credit card company’s application that lets customers access their
accounts, receive real-time account balances, and transfer funds
between accounts.

• A bus station’s IVR application that lets customers book seats on a
trip or review projected departure times.

•

A bookstore’s application that lets customers hear store hours,
purchase books, and check the delivery of an existing order.

IVR administration is handled using PeriView (see Chapter 3) and
PeriReporter (see Chapter 4). Applications are created using PeriProducer.
Host communications are managed using COMMGR (see Chapter 2).
Variances in functionality between the MPS and the Avaya BCM-IVR
integration are detailed throughout this document.

Note: For information on PeriProducer’s variations in functionality for
the Avaya BCM-IVR integration, see the PeriProducer for the Avaya
BCM-IVR Platform manual.

Documentation issues

Issue

Documentation currently refers to hardware as the MPS.

Wherever the documentation uses MPS, assume that this refers to the Avaya
BCM.

Issue

Avaya BCM is considered an MPS component.

Wherever there are references to an MPS component, assume that this refers
to a Avaya BCM component.

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Chapter 2
COMMGR for the Avaya BCM Platform

his chapter covers:

T

1. Documentation issues and workarounds

2. Installation issues and workarounds

3. Functionality issues and workarounds

Documentation issues and workarounds

Issue

Documentation currently refers to hardware as the MPS.

Wherever the documentation uses MPS, assume that this refers to the Avaya
Business Communications Manager (Avaya BCM).

17

Issue

Avaya BCM is considered an MPS component.

Wherever there are references to an MPS component, assume that this refers
to a Avaya BCM component.

Issue

Not all documentation can be found on the Avaya BCM.

PDF versions of documentation are located on the Website, www.avaya.com.

Issue

PeriDoc is not available for the Avaya BCM.

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18 Chapter 2 COMMGR for the Avaya BCM Platform

Use the PDF versions of documentation found on the website,

Installation issues and workarounds

Issue

You need to obtain a license (keycode) and add it to the Avaya BCM to
use COMMGR.

If you are installing a new Avaya BMC-IVR system, see the IVR Installation and
Configuration Guide to learn how to obtain a keycode from the KRS (Keycode
Retrieval System).

If youare upgrading your current Avaya BMC-IVR system to BMC-IVR 2.1, contact
Technical Support (1-800-4). Select option 5 > option 1.

Tell the Technical Support Prime that you need assistance in producing a keycode
for Avaya BMC-IVR. When you are connected with a Level 2 Keycode Support
Prime, ask for help in producing a BCM Host Communications keycode (license
file).

To receive the BCM Host Communications keycode, you must provide the
Level 2 Keycode Support Prime with the following:

ww.avaya.com.

w

•

the BCM MAC address

•

the existing IVR 1.1 license file (you must send an e-mail with the
existing license file attached to the Level 2 Keycode Support Prime)

•

the authorization numbers obtained from purchasing the
PeriProducer (NTAB4211) and PeriStudio (NTAB4210).

To find out how to obtain the BCM MAC address and the existing IVR 1.1
license file, see the BMC-IVR 2.1 Upgrade Guide.

When you receive an e-mail containing the keycode from the Level 2
Technical Support Prime, you are ready to load the keycode to the keycode
directory in Business Element Manager.

1. Launch Business Element Manager.

2. In the Task Navigation panel, select the Configuration tab.

3. Expand the Applications folder and click IVR.

4. Enter the node number for the IVR.

5. Click Load Keycode File and load the keycode received from the
Level 2 Technical Support Prime.

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Functionality issues and workarounds 19

After the keycode has installed, the IVR service restarts automatically.

Functionality issues and workarounds

Issue

Only the TN3270 and ATTE host protocols are supported on the Avaya
BCM. No other protocols are currently supported.

Use only TN3270 or ATTE host protocols. You can also use VCTPD as an
interface to TCP/IP hosts. See the IVR Installation and Configuration Guide if you
are installing a BMC-IVR system for the first time. See the BMC-IVR 2.1 Upgrade
Guide if you are upgrading an existing system to BMC-IVR 2.1.

Issue

COMMGR is not supported on the Solaris and Windows platforms for Avaya
BCM.

COMMGR is supported on the Linux node for the Avaya BCM.

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Chapter 3
PeriView for the Avaya BCM Platform

his chapter covers:

T

1. Documentation issues and workarounds

2. Functionality issues and workarounds

3.

Additional alarms for the Avaya BCM platform

4.

Issuing commands to the Avaya BCM

Documentation issues and workarounds

Issue

Documentation currently refers to hardware as the MPS.

Wherever the documentation uses MPS, assume that this refers to the Avaya
Business Communications Manager (Avaya BCM).

21

Issue

Avaya BCM is considered an MPS component.

Wherever there are references to an MPS component, assume that this refers
to a Avaya BCM component

Issue

Not all documentation can be found on the Avaya BCM.

PDF versions of documentation are located on the website, www.avaya.com.

Issue

PeriDoc is not available for the Avaya BCM.

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22 Chapter 3 PeriView for the Avaya BCM Platform

Use the PDF versions of documentation found on the website,

Functionality issues and workarounds

Issue

The VSH Tool is supported, but most of the menu commands are not
supported.

Issue

The VSH command line is supported, but bim replaces the first part of most
of the commands. For example, the ccm status command is executed
as bim status.

Issue

Only SRP and BIM console options are supported.

Issue

Monitor component span status not supported.

Use the Business Element Manager to monitor this information.

ww.avaya.com.

w

Issue

Alarm is supported, but sample display is not accurate for the Avaya BCM.

Issue

SPIN is not supported for Avaya BCM and therefore cannot be launched
from PeriView.

Issue

PERIdoc is not supported for the Avaya BCM and therefore cannot be
launched from PeriView.

Detailed documentation for COMMGR, PeriReporter, PeriProducer, and PeriView
is available in PDF format on the Developer or Administrator workstations. Other
documentation can be found on the website, w

ww.avaya.com.

Issue

TMS and CPS hardware do not exist on the Avaya BCM.

Issue

PeriView is not supported on the Solaris Platform for the Avaya BCM.

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Additional alarms for the Avaya BCM platform 23

PeriView is supported on a Windows Platform for the Avaya BCM.

Additional alarms for the Avaya BCM platform

The following alarms have been added for the Avaya BCM platform.

Source

bim

bim

bim

Alarm
Code

10001 1

10002

10003 9

Severity Text Message/Description

Message: "Call presented and no ports available to receive the
call."

Description: Not enough IVR ports configured on the Avaya
BCM.

Actions: Configure more IVR ports.

7

Message: "Failed to read xref file %s::%s." Arg 1 = Full path of
the cross-reference file. Arg 2 = Reason for failure.

Description: Unable to read the cross-reference file.

Actions: Verify that the mmfxref.dat file exists in the shown

location and, if not, restore it. Otherwise delete it and perform
MMF to VFS conversions again.

Message: "Play Failure. Exceeded the maximum number of
play lists."

Description: Exceeded maximum number of items in the play
list.

.

bim

10004

Actions: Modify PeriProducer application to decrease the
number of items in the play request.

7

Message: "Play Failure. Unable to add vocab item ’%s’ to play
list::%s." Arg 1 = Vocabulary item. Arg 2 = Reason for failure.

Description: Unable to add vocabulary item to play list.

Actions: Inspect reason for failure and take appropriate action.

If the reason is ME_PLAY_LIST_FULL then modify PeriProducer
application to decrease the number of items in the play request.

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Source

bim

Alarm
Code

10005

Severity Text Message/Description

7

Message: "Play Failure. Unknown vocabulary item ’%s’." Arg­Vocabulary item.

Description: Lookup of vocabulary item failed.

Actions: Verify it is a recorded element in the MMF and that the

MMF has been converted to VFS. If not, record the element and
perform the conversion.

bim

10006

7

Message: "Can’t set port capabilities to %s::%s." Arg 1 = Port
capabilities trying to get. Arg 2 = Reason for failure.

Description: Can’t set the port capabilities.

Actions: Reconfigure the number of media gateways.

Issuing commands to the Avaya BCM

BIM configuration and VSH commands are as follows:

Command

bim help <option>

bim beeplength <bl>

bim repdevmap

bim repthr

bim repvfs <.ph or all>

bim repvfscab

bim repvoicecti

bim status

Explanation

Displays description of and usage for the
specified BIM option.

Sets the record beep length to bl. Valid
values are 0 through15. bim beeplength
can only be issued from a configuration file.

Displays a report containing information
about the line/device mapping.

Displays a report containing status of and
information about all threads.

Displays a report containing information
about the MMF to VFS mapping. Use .ph
to get information on a single .ph file, or use
all to get information on all .ph files.

Displays a report containing information
about the IVR VFS cabinets.

Displays a report containing information
about Voice CTI.

Displays the status of all phone lines.

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Issuing commands to the Avaya BCM 25

Line-specific commands can be issued by using b# where # is a lnlst
argument. lnlst can be a single line or a range of lines. BIM VSH console
line-specific commands are as follows:

Command

b# admstatus

b# help <option>

b# repDtmf

b# repParams

b# repVfsFiles

b# reset

b# setParams

b# status

Explanation

Displays the status of all administrative
ports.

Displays description of and usage for the
specified BIM option.

Displays a report containing information
about the DTMF interface for the line.

Displays a list of the currents service
parameter settings for a phone line port.

Displays a report containing information
about VFS files on this line.

Disconnects current call, aborts I/O
progress, purges command queue, resets
call state to IDLE, and resets command
queue state to STANDBY.

Sets the value of the service parameters
settings.

Displays the status of the phone line port.

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Chapter 4
PeriReporter for the Avaya BCM
Platform

his chapter covers:

T

1.

Configuring windows workstations to retrieve statistics

2. Documentation issues and workarounds

3. Functionality issues and workarounds

4.

Phone Line Statistics reports variances

Configuring windows workstations to retrieve statistics

You can configure Windows-based PeriView workstations to act as
PeriReporter collection stations. That is, you can configure the PeriView
workstations to retrieve statistics from Avaya Business Communications
Manager 4.0 nodes.

27

To configure the Windows-based PeriView workstations to retrieve statistics,
the workstations must be running MPS 2.1 software with Patch Bundle 9 or
higher and you must install any patches in the Patches > Collector folder of
the MPS 2.1 Software, Documentation, and Update CD.

As well, the following conditions are necessary to configure a PeriView
workstation to retrieve statistics:

•

The Avaya Business Communications Manager (Avaya BCM)
environment must be homogeneous. That is, the PeriView collection
station cannot monitor a system comprised of a mix of Avaya BCMs
and other systems, such as MPS 1000s or Speech Servers.

•

The Avaya BCMs monitored by the collection station must be
Linux-based BCM 4.0 systems.

•

Each monitored Avaya BCM can have only one configured MPS
component.

•

The Windows-based collection station must not have a Avaya BCM
component.

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Configuring the collection stations

To configure the Windows-based PeriView workstations to retrieve statistics
from BCM 4.0 nodes, follow the proceeding steps:

1. You must install a PeriReporter patch that contains statistics
collection scripts for the BCM (pr_sys_bcm.plx and
pr_app_bcm.plx) and the BCM statistics node configuration file
(bcm_stats_node.cfg). To obtain the PeriReporter patch, contact
your Avaya support representative for the current patch number and
how to install it.

Note 1: If your collector workstation has a patch level higher
than Patch Bundle 9 installed, the patches necessary for
collecting statistics from the BCM nodes may already be installed
on your system. Check with your Avaya support representative
to ensure you have the correct patch level and proceed to step 2.

Note 2: If the file bcm_stats_node.cfg is already present in
the %MPSHOME%\PERIprpt\bcm folder, proceed to step 2.

2. In a command prompt window, change the current working directory
to %MPSHOME%\PERIprpt\bcm.

3. Edit the file bcm_stats_nodes.cfg file to include the host names,
IP addresses, node numbers and nnadmin user passwords for each
BCM.

The following output is a sample BCM statistics node configuration file:

#
# bcm_stats_nodes.cfg
#
# This configuration file is used by PERIprpt
# 1.21. It identifies
# those Linux BCM (BCM 4.0) nodes from which this PERIview
# collection node will collect and report statistics.
#
# The parameters used on each line (one line
# per monitored BCM) are
# listed below.
#
# Hostname - BCM host name.
#
# IP Address - Internet address for the BCM, given as 4 decimal
# numbers in the range 0-255, separated by
# periods (i.e. 47.185.22.9).
#
# Component # - The number of the MPS component
# on the BCM. In
# Element # Manager, locate the

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Documentation issues and workarounds 29

# Configuration->Applications->IVR
# panel, and select the "Basic Settings" tab.
# The MPS component number
# is identified there as the "Node Number".
#
# Password - The stats collection tools
# access the BCM using the
# nnadmin user login, so the password provided here is for the nnadmin
# user.
#
# This file must be edited any time a BCM is to be added or removed
# from those monitored by the collector workstation, or any time one or
# more of the parameters for any BCM are changed (for example, when an
# administrator uses the Business Element Manager to change a BCM’s
# hostname, IP address, node number, or admin user password).
#
# Lines starting with hashes (#) are comments, and are not processed.
# Monitoring of individual BCMs may be temporarily enabled or disabled
# without adding or deleting a line by simply inserting or removing the
# hash (#) character from the beginning of a line.
#
# Hostname IP Address Comp # Password
# -------- ---------- ------ -------­# BCM1 47.185.22.101 1 Two3Too4To5

Changing the monitored Avaya BCM nodes

To add or remove monitored BCM nodes, or edit the parameters of
monitored BCM nodes, you must edit the BCM statistic node configuration
file:

bcm_stats_node.cfg.

Note: If you use Business Element Manager to change a BCMs
hostname, IP address, node number or admin user password, you must
edit the BCM statistics node configuration file to reflect the changes
made in Business Element Manager.

Documentation issues and workarounds

Issue

Documentation currently refers to hardware as the MPS.

Wherever the documentation uses MPS, assume that this refers to the Avaya
BCM.

Issue

Avaya BCM is considered an MPS component.

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Wherever there are references to an MPS component, assume that this refers
to a Avaya BCM component

Issue

Not all documentation can be found on the Avaya BCM.

PDF versions of documentation are located on the Avaya website,

w

ww.avaya.com.

Functionality issues and workarounds

Issue

Single Node Environment is not supported.

Use only multi-node environments for Avaya BCM.

Issue

System.Span statistics are not supported.

Use the Business Element Manager to collect this information.

Issue

Span Statistics reports are not supported.

Use the Business Element Manager to collect this information.

Issue

A call is defined as a call answered by an IVR application and not
necessarily a call that comes in on a Avaya BCM port.

A call that is transferred to an IVR application is always considered a new call,
even if it was already answered by an IVR application. For example, if an IVR
application answers a call, transfers it to voice mail, and voice mail transfers it
back to the application, the statistics shows this as 2 calls (the initial call to the
application, and the call from voice mail to the application.)

Issue

PeriReporter is not supported on the Solaris Platform for the Avaya BCM.

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Phone Line Statistics reports variances for the Avaya BCM platform 31

PeriReporter is supported on a Windows Platform for the Avaya BCM.

Phone Line Statistics reports variances for the Avaya BCM platform

The following variances exist for phone line statistics reports for the Avaya
BCM.

Statistic Explanation, including any variance for Avaya BCM

MIS Minutes In Service: The number of minutes the line was in an

in-service state -- connected and able to take calls.

SecsPeriod Seconds in Period: The number of seconds in a given period.

For example, 15 minutes = 900 seconds.

Utilized Percent Utilization: The percentage of time the line was in a busy

state-- out of service or taking calls.

Calls Number of Calls Ended: The total number of calls ended on this

line.
ACS Average Call Seconds: The average call length in seconds.
UAB User Abandoned Calls: The number of calls that were terminated

because the caller the caller elected not to follow through with

the call.
SAB System Abandoned Calls: The number of calls that were

terminated by the system (either application or BIM).
CR Number of Calls Referred: The total number of calls on this line

that were transferred to an internal device (i.e. VoiceMail) or

external extension.
ARS Average Referral Seconds: Not supported on Avaya BCM since

the IVR does not track when the transferred call ends.
UAR User Abandoned Referrals: Not supported on Avaya BCM since

the IVR does not track when the caller hangs up after the call

is transferred.
FR Number of Failed Referrals: The number of times the Avaya

BCM did not complete the transfer process.

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Chapter 5
Folders on the Avaya BCM Platform

his chapter covers:

T

1. Backing up folders

2. Folders provided for use by IVR developers

Backing up folders

When backing up IVR Data and IVR Configuration information through
the Business Element Manager, many folders are included in the backup
process. To determine which folders are backed up, consult the following
lists. If an application generates new data or configuration information,
these lists can help determine where to save the files so they are included in
the backup process.

To backup the IVR Configuration, the following folders are backed up:

•

Everything in the /opt/vps/common/etc folder except alarm files

33

•

Everything in the /opt/vps/mpsN/apps folder

•

Everything in the /opt/vps/mpsN/apps/lib folder

•

Everything in the /opt/vps/mpsN/etc folder

•

Everything in the /opt/vps/mpsN/log folder

•

Everything in the /opt/vps/mpsN/stats folder except 15-minute
statistics files

•

Everything in the /opt/vps/PERIpdp/etc folder

•

Everything in the /opt/vps/PERIplic/etc folder

•

Everything in the /opt/vps/PERIhostp/etc folder

•

Everything in the /opt/vps/PERIase/etc folder

•

Everything in the /var/nn/ivr/data folder

•

All vocabularies in the IVR VFS cabinets.

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Note: Multimedia files (*.mmi and *.mmd) are not backed up.

If a customer wants to back up the IVR Data, the IVR Configuration files and
the following are backed up:

•

All CMR Recordings

•

Everything in the /var/nn/ivr/fax folder

Folders provided for use by IVR developers

IVR applications started using Business Element Manager run as the Peri
user. As such, IVR applications can only create and update files in folders
with the same ownership.

The following folders have the Peri ownership. IVR application can use
these folders to create files:

/opt/vps/mpsN/etc

•

/opt/vps/mpsN/apps

•

/opt/vps/mpsN/log

•

/opt/vps/mpsN/stats

•

/opt/vps/common/etc

•

/opt/vps/common/stats

•

/var/nn/ivr/data

•

/var/nn/ivr/fax

•

/var/nn/ivr/mmf

•
Note: Multimedia files (*.mmi and *.mmd) are not backed up.

Business Element Manager provides the ability to transfer files from these
folders exclusively. All the files transferred using the Business Element
Manager have their ownership set to Peri.

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Index

35

A

ACS phone line statistics 31
admstatus 25
alarms 22

new for the Avaya BCM platform 23
ARS phone line statistics 31
Avaya BCM console options 22
Avaya BCM terminology 17, 21, 29
Avaya BCM Unified Manager 22, 30
Average Call Seconds 31
Average Referral Seconds 31

B

Backing up 33
beeplength 24
BIM commands 24
BIM console options 22

C

call, definition in Avaya BCM 30
Calls phone line statistics 31
commands 24
component span status 22
console options 22, 22
conventions

manual 11
CPS hardware 22
CR phone line statistics 31

D

documentation 17, 29

variances in PeriView 21

F

FR phone line statistics 31
functionality 19, 30, 34

variances in PeriView 22

H

help 24, 25
host protocols 19

I

installation variances in COMMGR 18
IVR Configuration 33
IVR Data 33

K

keycode 18
KRS (Keycode Retrieval System) 18

L

licensing COMMGR 18
line-specific commands 25
lnlst 25

M

manual conventions 9, 9, 10, 10
Minutes in Service 31
MIS phone line statistics 31
MPS terminology 17, 21, 29
multi-node environments 30

N

Number of Calls Ended 31

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Number of Calls Referred 31
Number of Failed Referrals 31

P

Percent Utilization 31
PeriDoc 22, 22
PeriPLIC 18
Phone Lines Statistics reports variances 31
protocols 19

R

repdevmap 24
repDtmf 25
reports, variances in 31
repParams 25
repthr 24
repvfs 24
repvfscab 24
repVfsFiles 25
repvoicecti 24
reset 25

S

SAB phone line statistics 31
sample display 22
Seconds in Period 31
SecsPeriod phone line statistics 31
setParams 25
single node environments 30
Solaris platform support 19, 19, 30

Span Statistics reports 30
span status 22
SPIN 22
SRP console options 22, 22
status 24, 25
System Abandoned Calls 31
System.Span statistics 30

T

terminology 17, 21, 29
TMS hardware 22
TN3270 19

U

UAB phone line statistics 31
UAR phone line statistics 31
Unified Manager 30
User Abandoned Calls 31
User Abandoned Referrals 31
Utilized phone line statistics 31

V

variances in COMMGR 17, 19
variances in PeriReporter 29, 30, 34
vocabulary 29
VPS terminology 17, 21, 29
VSH command line 22
VSH commands 24
VSH Tool 22
VT100 19

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